AccountId: 011433970860
ContactId: 65fda951-b406-420b-bd1e-3d8a9ac2e81a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163759 ms
Total Talk Time (AGENT): 96609 ms
Total Talk Time (CUSTOMER): 56711 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/65fda951-b406-420b-bd1e-3d8a9ac2e81a_20250110T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. I'm calling to see about a patient's um physical therapy benefits as a secondary.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is the, the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to help you with those, and you said physical therapy benefits for [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you. My pleasure to assist you. And I am showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] He does have physical therapy benefits under his outpatient coverage of $1500 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Um, yes, is there, are there any limitations or exclusions, or you just follow the primary insurances guidelines?
[AGENT][NEUTRAL] We do follow the guidelines of the major medical.
[CUSTOMER][NEUTRAL] OK, and what is the PO box number?
[AGENT][NEUTRAL] PO box is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The fitter, the fitter.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and is there an electronic payer ID or no, it's just.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Yeah there is and it is 60801.
[CUSTOMER][POSITIVE] Perfect, can I have a reference number please?
[AGENT][NEUTRAL] The reference number is my name and today's date. I spell my name [PII].
[AGENT][POSITIVE] And since [PII], it was a pleasure to help you with those benefits. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that is all thank you very much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day and happy weekend.
[CUSTOMER][POSITIVE] You too. [PII]. bye bye.
[AGENT][POSITIVE] [PII]. Bye-bye.