AccountId: 011433970860
ContactId: 70198a8d-8aaf-4b6b-9142-415f204d61c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199740 ms
Total Talk Time (AGENT): 72178 ms
Total Talk Time (CUSTOMER): 50404 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/70198a8d-8aaf-4b6b-9142-415f204d61c2_20250205T13:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I just wanted to verify your patient's benefits for physical therapy.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Yeah it's gonna be 02588454.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. I show the policy effective date is [PII] active at this time, and you said for physical therapy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, give me one second, I'll get that for you.
[AGENT][NEUTRAL] So I'm showing physical therapy in a PT facility or a physician's office.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing that the maximum outpatient benefit is up to $500 per person per calendar day.
[AGENT][NEUTRAL] And of course the information provided is verification, not a guarantee of payment.
[AGENT][NEUTRAL] And one moment, let me check one other thing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, all right, did you have any other questions I can help with today?
[CUSTOMER][NEUTRAL] No, can I just, when you say per person per calendar day you mean like every date he comes in?
[AGENT][NEUTRAL] Yeah it's a calendar day benefit instead of calendar year.
[AGENT][NEUTRAL] Mhm so it's per calendar day.
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][POSITIVE] Oh, that's, I mean that's amazing for him. Um, no, I just need a reference number and I am all set. He's gonna be so happy to hear this.
[AGENT][NEUTRAL] Yeah, it is.
[AGENT][NEUTRAL] I know one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll use my name in today's status reference for today's call. It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help today, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.