AccountId: 011433970860
ContactId: 690a5af8-e7b6-4597-a8a8-716365fb779c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222580 ms
Total Talk Time (AGENT): 98137 ms
Total Talk Time (CUSTOMER): 43986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/690a5af8-e7b6-4597-a8a8-716365fb779c_20250312T22:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling and APL [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Pinecrest Physical Therapy South. trying to check if physical therapy benefit for a patient here.
[AGENT][NEUTRAL] OK, I can help you with the physical therapy benefits and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], I'm so sorry.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, [PII], what is um the name of your facility and your callback number, please?
[CUSTOMER][NEUTRAL] Pinecrest Physical Therapy South.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Crest.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you please give me the name, date of birth, and policy number of the patient?
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 025.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date of the policy is [PII].
[AGENT][NEUTRAL] And let me check.
[AGENT][NEUTRAL] And see if he has physical therapy as part of his benefits.
[AGENT][NEUTRAL] It's gonna be just a second while I pull up the policy certificate and read it.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Don't
[AGENT][NEUTRAL] OK, he does have uh physical therapy in an office center or clinic in which a licensed physical therapist provides physical therapy.
[CUSTOMER][NEUTRAL] Got you and how much is he covered up to?
[AGENT][NEUTRAL] He this policy that he has is a secondary insurance. It helps with deductible, co-pay and co-insurance, and this is just to verify his benefits. It's not a guarantee of payment as outpatient benefits, he has $500 per calendar day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And that should be it. Can I get a reference call number please?
[AGENT][NEUTRAL] Yes, sir, you can use my name, [PII], and today's date. And is there anything else I can help you with, Romeo, before we go?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] All right, well, you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you take care.
[AGENT][NEUTRAL] You too. Bye-bye, sir.