AccountId: 011433970860
ContactId: 8421fa40-6eb7-479e-9f8b-12feb4ebdcc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142500 ms
Total Talk Time (AGENT): 82750 ms
Total Talk Time (CUSTOMER): 59360 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/8421fa40-6eb7-479e-9f8b-12feb4ebdcc6_20250311T18:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Pine Crest Physical Therapy South. I'm trying to check a benefit for a patient who's coming.
[AGENT][NEUTRAL] Sure, I could check benefits for you. Uh, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02333142 ML8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, OK, so the policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And, uh, with physical therapy benefits, is that what we we were needing to check?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Alrighty, one moment, please.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK. Um, appreciate your patience. Uh, so, of course, I will let you know verification of coverage is not a guarantee of payment for claims. So, uh, physical therapy is covered under their outpatient benefit, um, physical therapy performed in a physical therapy facility. So their outpatient benefit is $1000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] A lot of
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, none has been used so far this year, so they do have that full $1000.
[CUSTOMER][POSITIVE] Perfect. And can I have a reference call number please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nope, that'd be it.
[AGENT][POSITIVE] Alright, well thanks for calling HK I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye