AccountId: 011433970860
ContactId: 61f5b199-7e68-4c4f-9524-b1b4758a5c6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151639 ms
Total Talk Time (AGENT): 84255 ms
Total Talk Time (CUSTOMER): 52525 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/61f5b199-7e68-4c4f-9524-b1b4758a5c6a_20250410T15:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hi uh my name is [PII] and I'm calling from Miami Physical Therapy Associates, and I need to verify your policy please.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it is 01751224 ML7.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth?
[CUSTOMER][NEUTRAL] And I didn't catch your name.
[AGENT][NEUTRAL] Oh, sure, yes, I.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you. My name is [PII], SO, last initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. And do you need, you need.
[CUSTOMER][NEUTRAL] This is for physical therapy in an office setting, mhm.
[AGENT][NEUTRAL] OK, so you need benefits and eligibility, right?
[CUSTOMER][POSITIVE] Yes please mhm yes please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical. And let me check and see if we cover physical therapy.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] All right. Outpatient. OK, so physical therapy is subject to the outpatient maximum which is 4500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] So you cover up to up to 4500 for calendar year and and uh physical therapy is a covert island, is that correct?
[AGENT][POSITIVE] Correct. That is correct, yes. As long as the major medical approve and pay, then we'll go ahead and pay our part. We are the secondary.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] OK, can I, OK, can I please get a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. I really do appreciate it thank you have a wonderful rest of your day thanks bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You as well. Thank you.