AccountId: 011433970860
ContactId: 7a23e886-67f2-43c0-b662-08268894c208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180660 ms
Total Talk Time (AGENT): 80282 ms
Total Talk Time (CUSTOMER): 52978 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7a23e886-67f2-43c0-b662-08268894c208_20250203T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm with the physical therapy clinic, um, patient just checked in, provided this is a secondary entrance we don't have it in our system at all. um, I guess I need a little bit more information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, yeah, I can take a look and um first of course make sure that physical therapy is a covered benefit. um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do it's 02555134.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, last name is [PII], first name [PII], and then let me find her date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and it is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. If you'll give me one moment, I will just double check to see if physical therapy is a covered benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] Bear with me just a moment, I appreciate your patience.
[CUSTOMER][POSITIVE] Yeah thanks for your help.
[AGENT][NEUTRAL] OK. So it looks like on this policy, physical therapy is not going to be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good to know. Yeah, I don't even have it in our system and we've got a lot of different insurances in here, so, um, I'll go ahead and.
[AGENT][NEUTRAL] Oh yeah this is uh American Public Life it's all supplemental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, well, thanks for that info and I'll, I'll.
[AGENT][NEUTRAL] And some of our policies do, some of our policies do offer physical therapy, so if you get a different patient come in with this policy, it's still of course worth a call to check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah absolutely so well thanks for your help.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Um, no, can I get a call reference number? What was your name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], last initial is [PII]
[CUSTOMER][POSITIVE] OK, thanks [PII] for your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yeah you too bye.
[AGENT][NEUTRAL] Bye bye.