AccountId: 011433970860
ContactId: 6e0523fe-019d-46a8-b475-ed9f201db8bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158009 ms
Total Talk Time (AGENT): 67626 ms
Total Talk Time (CUSTOMER): 62638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6e0523fe-019d-46a8-b475-ed9f201db8bb_20250618T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from a provider's office and I just need to get benefits for physical therapy in an office setting.
[AGENT][NEUTRAL] I can verify benefits. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's 02579329.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, direct, uh, no extension is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So for physical therapy, it falls under the outpatient benefit. The outpatient benefit allows 3500 and that is per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $247 has been applied for 2025.
[CUSTOMER][NEUTRAL] OK, alright, so as long as there's a balance available then it will consider picking up the um primary insurance cost share.
[AGENT][NEUTRAL] Yes, the copays, the co-insurance and or deductibles.
[CUSTOMER][NEUTRAL] OK, all right, any authorization required or network restrictions, anything like that?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, well I think that covers it. Oh, what's the effective date?
[AGENT][POSITIVE] Yes ma'am, let me get that pulled up.
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] All right well I appreciate it. Is there a reference number for this information?
[AGENT][NEUTRAL] Yes, will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That covers everything. I sure appreciate it and you have a good evening ahead.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great evening. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.