AccountId: 011433970860
ContactId: 677f7637-cf35-44e7-b932-e9e7faae8a43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135679 ms
Total Talk Time (AGENT): 46709 ms
Total Talk Time (CUSTOMER): 44707 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/677f7637-cf35-44e7-b932-e9e7faae8a43_20250410T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Driven Physical Therapy, and I need to verify benefits for a member.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 0213.
[CUSTOMER][NEUTRAL] 7657
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Is the PT, is that gonna be done in a hospital or facility or?
[CUSTOMER][NEUTRAL] It's going to be outpatient in the office setting.
[CUSTOMER][NEUTRAL] And this is his secondary insurance.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] OK, for physical therapy, let's see.
[AGENT][NEUTRAL] So they have a benefit of $500 per covered person per calendar day.
[AGENT][NEUTRAL] That's after the primary insurance has processed the claim.
[CUSTOMER][NEUTRAL] OK, 500 per calendar day.
[CUSTOMER][NEUTRAL] OK, so deductible and coinsurance does not apply.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What's the effective date?
[AGENT][NEUTRAL] Effective date of the policy is [PII]. The policy is currently active.
[CUSTOMER][NEUTRAL] OK and then is authorization is required?
[AGENT][NEUTRAL] No off is required.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right and then if I can have a reference number.
[AGENT][NEUTRAL] A reference number is just my name and today's date. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] That'll be it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.