AccountId: 011433970860
ContactId: 6bf6e699-1e9d-417c-b28e-4405644ac934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223080 ms
Total Talk Time (AGENT): 116087 ms
Total Talk Time (CUSTOMER): 74640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6bf6e699-1e9d-417c-b28e-4405644ac934_20250402T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Miami Physical Therapy, and I'm calling to verify benefits for physical therapy in an office setting.
[AGENT][NEUTRAL] OK, I can help you with benefits, um, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII] and the policy number for outpatient is 01751224 M like Mary L like Larry 8.
[AGENT][NEUTRAL] OK, let me pull up that policy number real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of her policy is [PII].
[AGENT][NEUTRAL] And let me see about her.
[CUSTOMER][NEUTRAL] OK, one second, let me write this down here effective day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is which date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm going to pull up her policy certification to see about physical therapy. So it's gonna be just a moment.
[CUSTOMER][NEUTRAL] [PII] correct.
[CUSTOMER][NEUTRAL] Do you need me to give you the, the codes?
[AGENT][NEUTRAL] No, ma'am, I can just read the policy and see if it's covered on this policy. Um, this is a secondary and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK. She does have covered outpatient um physical therapy facility.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] She does have benefits for physical therapy under her outpatient benefits, which is going to be
[AGENT][NEUTRAL] She has per calendar year and this is just to verify her benefits. It's not a guarantee of payment. per calendar year, she has $4500 for outpatient.
[CUSTOMER][NEUTRAL] For all the outpatient procedures, is that correct?
[AGENT][POSITIVE] Yes, yes, per calendar year, and it helps with deductible, co-pay, and co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and uh and what is the address that we need to submit this uh claims?
[AGENT][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and can I please have your name and a reference number for today's call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use um my name which is [PII]
[AGENT][NEUTRAL] And today's date for your reference.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] And the first initial of your last name, [PII]?
[AGENT][NEUTRAL] That is A
[CUSTOMER][POSITIVE] And today's day, OK, [PII]. Thank you so much for your help. I really do appreciate it. Thank you, bye bye.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you.