AccountId: 011433970860
ContactId: 866405ec-03ba-4648-8175-28b20fc89c73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173929 ms
Total Talk Time (AGENT): 87099 ms
Total Talk Time (CUSTOMER): 48023 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/866405ec-03ba-4648-8175-28b20fc89c73_20250115T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work with Cora Physical Therapy and I was um I'm sorry, I was seeing if there are benefits were eligible.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on benefits and eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] It is 016391.
[CUSTOMER][NEUTRAL] 92, M as in Mary, L as in Larry, and 8.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And yeah, not a problem. Do you have a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][POSITIVE] Thank you so much. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. The date of birth is, give me one moment, is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient plan is active. Uh, the effective date on this is [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is a secondary insurance, so this covers deductible co-pay, co-insurance that their primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just double check on office visits and like physical therapy. Give me one sec.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, so the outpatient benefit max on this plan is a calendar day, which is $500. Um, it looks like it will cover uh physical therapy in an office center or clinic by a licensed physical therapist. It does not cover the office visit fee, however.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] No, that would be it. Um, can I have a call reference number, please?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is going to be my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you. I appreciate all your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.