AccountId: 011433970860
ContactId: 7bec31bb-7abe-4ef6-a2a1-d8e917926312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130979 ms
Total Talk Time (AGENT): 59281 ms
Total Talk Time (CUSTOMER): 39938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7bec31bb-7abe-4ef6-a2a1-d8e917926312_20250408T13:28_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]. I'm calling from Keep scan Physical Therapy, and I was hoping that you could help me, um, verify members' benefits and eligibility.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] 026115
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 8? I'm not sure if the last number is an 8 or not, honestly.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [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. This policy is effective for 12025 and it is active.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And physical therapy would be allowed under the outpatient. Outpatient allows 6500, and that is a calendar year.
[CUSTOMER][NEUTRAL] 6000 per calendar year.
[AGENT][NEUTRAL] 6500.
[CUSTOMER][NEUTRAL] 0, 6500, got it.
[CUSTOMER][NEUTRAL] Her calendar year.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] And no benefits have been applied for [PII].
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] What's the reference number.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Great. Thank you so much for your help today.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You