AccountId: 011433970860
ContactId: 71f4d861-afa7-4326-a9c3-69df7a672530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230270 ms
Total Talk Time (AGENT): 89554 ms
Total Talk Time (CUSTOMER): 72488 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/71f4d861-afa7-4326-a9c3-69df7a672530_20250124T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was transferred to you by 90 Degree Benefit rep to see if a patient has any physical therapy benefits.
[AGENT][NEUTRAL] I can help you with that. And [PII], I'm assuming you don't have the policy number, correct?
[CUSTOMER][NEUTRAL] Um, I don't, she told me the ID number that we have is only pertains to them, um, so that I would probably have to give you a name and birthday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can do that too, [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the the patient's last name?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and that's [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you were calling for physical therapy benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, [PII], I can help you with that.
[AGENT][NEUTRAL] And I can also give you her medical policy ID number.
[CUSTOMER][POSITIVE] Perfect, thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is [PII]'s date of birth, just super quick.
[CUSTOMER][NEUTRAL] Oh, sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. Now, her active medical policy number is 246.
[AGENT][NEUTRAL] 6099.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] You're welcome. And the effective date is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Now this policy does provide an office visit benefit.
[CUSTOMER][NEUTRAL] So we bill as professional we bill for CPT codes only. We do not bill for an office visit. I don't know if that makes a difference.
[AGENT][NEUTRAL] Yeah, let me just check real quick.
[AGENT][NEGATIVE] Hang on, I'm getting that pulled up. It's just going so slow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh my goodness, come on. Sorry, I shouldn't have said that out loud.
[CUSTOMER][POSITIVE] No worries. No, you're fine, friend. I, I totally get it.
[AGENT][NEGATIVE] Oh my gosh, I'm just like, come on.
[AGENT][NEUTRAL] It's coming up slowly but surely.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now, physical therapy is not covered under this plan. She would have a benefit for the visit, for an office visit, but not for the physical therapy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I will let her know.
[AGENT][POSITIVE] And it's been a pleasure to assist you.
[CUSTOMER][POSITIVE] Well, thank you so much for helping.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful afternoon, [PII], and thank you. Have a great weekend.
[CUSTOMER][POSITIVE] You too. Thanks so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm