AccountId: 011433970860
ContactId: 6a43a971-da69-495a-a263-1bf9d76a24bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316209 ms
Total Talk Time (AGENT): 103186 ms
Total Talk Time (CUSTOMER): 66230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6a43a971-da69-495a-a263-1bf9d76a24bb_20250129T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from Cora Physical Therapy in regards of a patient's benefit.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII], and my callback number is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And the patients.
[AGENT][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02493162.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps her with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $6000 and then she also has an outpatient benefit amount of $3000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, does her, does this cover physical therapy?
[AGENT][NEUTRAL] Let me pull her policy up real quick and I'll look for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It's gonna be a bit while the computer loads it up so I can read it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, she does have physical therapy but if it's on her policy.
[CUSTOMER][POSITIVE] All right, perfect. Does she have a copay for that?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] No, she does not have a copay.
[CUSTOMER][POSITIVE] No, perfect.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] OK, is there anything else I can help you with on this patient?
[CUSTOMER][NEUTRAL] Um, sorry, can I, yes, can I have a claim address?
[AGENT][NEUTRAL] Yes, ma'am. You can send the claim to APL claims.
[AGENT][NEUTRAL] And that is [PII] 248,950 that's in [PII]. OK, sorry.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] 31.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, 248.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There we go 248.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and then that's in [PII].
[AGENT][NEUTRAL] Yes, [PII] City, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] You too. You have a blessed one. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.