AccountId: 011433970860
ContactId: 70be9b52-9094-4a26-a212-448cd9f62f78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249360 ms
Total Talk Time (AGENT): 64591 ms
Total Talk Time (CUSTOMER): 60718 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/70be9b52-9094-4a26-a212-448cd9f62f78_20250325T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with the insured B, B as in Bravo.
[CUSTOMER][NEUTRAL] Calling from provider's office checking on eligibility and benefits.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, that is [PII]. It's a direct line with no extension.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, that is uh that starts with 02.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] 86.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Yeah, I just need we need for benefits for physical therapy and then in the office outpatient setting.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And in regards to the eligibility, it is showing that the member is currently active with the effective date of [PII].
[AGENT][NEUTRAL] And for the physical therapy, verification of coverage does not guarantee the payment of the claim.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For their physical therapy.
[AGENT][NEGATIVE] I'm sorry, the system just froze up on me.
[AGENT][NEUTRAL] This member verification of coverage does not guarantee the payment of the claim. They have up to $250 per occurrence.
[CUSTOMER][NEUTRAL] $250.
[AGENT][NEUTRAL] So that is the maximum amount that we will pay out for this member.
[CUSTOMER][NEUTRAL] OK. Uh, can I have the plan type of this number?
[AGENT][NEUTRAL] This is their supplemental to their primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm just a second.
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] Yeah, any patient responsibility like co-pay or co-insurance on this number?
[AGENT][NEUTRAL] This is their supplement so you have to check with their primary insurance.
[CUSTOMER][NEUTRAL] Yeah, OK. Yeah, can I have your call reference, please?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much. Have a wonderful rest of the day. Stay safe and take care.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII], have a great day as well.
[CUSTOMER][NEUTRAL] Yeah,