AccountId: 011433970860
ContactId: 748a1a86-5bd0-433d-b69e-2edff66982de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142320 ms
Total Talk Time (AGENT): 68390 ms
Total Talk Time (CUSTOMER): 58718 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/748a1a86-5bd0-433d-b69e-2edff66982de_20250403T19:38_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 Select Physical Therapy. I need to confirm whether or not this patient has physical therapy benefits with this gap policy, please.
[AGENT][NEUTRAL] I'll be happy to verify benefits [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 1,459,010 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. 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 physical therapy will be allowed under outpatient per calendar day benefit amount of $750.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said per calendar day?
[AGENT][NEUTRAL] Yes, ma'am, per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a max out of pocket amount or is there a limit?
[AGENT][NEUTRAL] No, no, ma'am, just that per calendar day 750. It will pick up their co-pays, the co-insurance, and our deductibles up to $750 per day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is a different type of policy, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like I never heard this one, OK, and there's like no visit limit on how many data service they cover?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright, beautiful and what's the effective date of the plan?
[AGENT][POSITIVE] This plan is effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] Alright, alright, Miss [PII], is there a reference number that you can provide?
[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 help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.