AccountId: 011433970860
ContactId: 6b41e00a-b97f-41a6-b674-f47ba64b509b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142940 ms
Total Talk Time (AGENT): 55129 ms
Total Talk Time (CUSTOMER): 53847 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6b41e00a-b97f-41a6-b674-f47ba64b509b_20250519T14:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is uh [PII] speaking and I'm actually a provider and I'm calling for um physical therapy benefits.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits. What is the patient policy number?
[CUSTOMER][NEUTRAL] I have 02554490.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And then if I could grab the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, I, that would be for [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. So, patient is active, effective date on the patient plan is [PII].
[AGENT][NEUTRAL] We are their secondary insurance. Let me just pull up if this is gonna cover the office visit fee.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK. So the patient's plan does not cover um physical therapy, it looks like.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So let me clarify if I understand you correctly. So on his plan, um.
[CUSTOMER][NEGATIVE] There's no physical therapy benefits.
[AGENT][NEUTRAL] Correct. It's listed as a not covered charge.
[CUSTOMER][POSITIVE] Mm, thank you so much for the information. Um, yeah, I will go ahead and coordinate this one to the patient. May I have your name again and reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with today's date. My name again is [PII], that's [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, got it, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] OK.