AccountId: 011433970860
ContactId: 7f04c95d-6ed3-401c-b4ef-cb89f87962ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119830 ms
Total Talk Time (AGENT): 75480 ms
Total Talk Time (CUSTOMER): 33932 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7f04c95d-6ed3-401c-b4ef-cb89f87962ec_20250326T20:17_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, this is [PII] calling from Three Rivers Therapy. I'm calling to get benefits and eligibility for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility and benefits. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02521727.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I'm [PII], [PII].
[AGENT][POSITIVE] All right, thank you. My pleasure to help you with that eligibility and benefits. Are you needing physical therapy benefits?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Yes ma'am, physical therapy in an outpatient office setting.
[AGENT][NEUTRAL] All right, then I can help you with that benefit. Uh, [PII], I'm showing that [PII]'s policy is active. Effective date is [PII]. Now, this is the secondary policy to her major medical insurance.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] And she does have outpatient physical therapy benefits.
[AGENT][NEUTRAL] Under her outpatient benefit of $200 per calendar day.
[AGENT][NEUTRAL] And that is what we can pay toward her deductible co-pay or co-insurance of her primary, and that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that's it, and can I get a call reference number please?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] All right thank you so much you have a good rest of your day.
[AGENT][POSITIVE] I hope you do as well, [PII]. Thank you for calling APL. Take care. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.