AccountId: 011433970860
ContactId: 64439757-5f41-47ec-8e4b-63c37302dc8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205649 ms
Total Talk Time (AGENT): 82594 ms
Total Talk Time (CUSTOMER): 80450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/64439757-5f41-47ec-8e4b-63c37302dc8a_20250414T15:47_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi. I'm calling to verify benefits of, uh, of the gap insurance for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Call back number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Her policy number is 02501816 ML 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Her date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for outpatient benefits of the physical therapy office.
[AGENT][NEUTRAL] OK. For physical therapy, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so 2000 a year.
[AGENT][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] 2500 per year.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And how much does she have does she have remaining?
[AGENT][NEUTRAL] Um, so far she's used $284.68. That's how much she has used.
[CUSTOMER][NEUTRAL] $248.
[AGENT][NEUTRAL] Um, $2284.68.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. What's your name?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, no, that'll be all. Thank you so much.
[AGENT][NEUTRAL] OK, thank you, [PII], for calling AP. Mhm.
[CUSTOMER][NEUTRAL] Oh, sorry, is there a, sorry, sorry, is there a reference number to this call?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mhm. Thank you.