AccountId: 011433970860
ContactId: 738bec25-797b-4e26-a626-ea8e4da37e64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159899 ms
Total Talk Time (AGENT): 69384 ms
Total Talk Time (CUSTOMER): 50711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/738bec25-797b-4e26-a626-ea8e4da37e64_20250214T22:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name again? I'm sorry I didn't get.
[AGENT][NEUTRAL] I'm sorry, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Yes, I am calling from Select Physical Therapy regarding a mutual patient benefits, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] That's gonna be.
[CUSTOMER][NEUTRAL] 0249.
[CUSTOMER][NEUTRAL] 766 M as in mother, L as in Larry 8.
[AGENT][NEUTRAL] OK. It sounds like it's missing a number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] It's in front of me 02497664.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M L 8
[AGENT][NEUTRAL] I was missing the 4. Thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII].
[AGENT][NEUTRAL] OK. Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] That's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII]. She is active on the policy and what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] Physical therapy coverage.
[AGENT][NEUTRAL] PT OK.
[AGENT][NEUTRAL] See, OK, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and she has a benefit max up to 7900 per calendar year.
[CUSTOMER][NEUTRAL] OK, can I have a reference number on our call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, so you said for the reference number then.
[CUSTOMER][NEUTRAL] And [PII] E K E and then Q as your last name initial and they it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK thank you have a great one.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Have a great day.