AccountId: 011433970860
ContactId: 6c628fd1-1655-493c-8244-dcbae58e2d7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161330 ms
Total Talk Time (AGENT): 71939 ms
Total Talk Time (CUSTOMER): 77261 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6c628fd1-1655-493c-8244-dcbae58e2d7c_20250214T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] calling from Select Physical Therapy, and I was calling to verify benefits, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 0196068M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Uh, it sounds like it's missing that number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Let me check if I have a copy of the card.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Um, let me try this again. 01960608 ML 8.
[AGENT][POSITIVE] 08. OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh, the patient's name is [PII]. Last name is [PII] The patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. You say you're calling to verify benefits for physical therapy?
[CUSTOMER][NEUTRAL] Yes, outpatient physical therapy done in an office setting.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with major medicals, deductibles, co-pay, and or co-insurance, and she has an outpatient benefit that pays up to $7350 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $7350 a year. OK. And then, OK, and you pick up the co-pay and co-insurance, right?
[AGENT][NEUTRAL] Per calendar year, yes, ma'am.
[AGENT][POSITIVE] Uh, and deductible from the primary, yes, ma'am, up to that max benefit.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, and I'm sorry, what was your name again? I do apologize.
[AGENT][NEUTRAL] [PII]. No, you're fine. It's [PII]
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Thank you, [PII], and is there a reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh, OK, OK, bye bye.
[AGENT][NEUTRAL] Bye bye.