AccountId: 011433970860
ContactId: 86f60be0-6246-4f05-96fe-57051fd02403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235839 ms
Total Talk Time (AGENT): 55618 ms
Total Talk Time (CUSTOMER): 101727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/86f60be0-6246-4f05-96fe-57051fd02403_20250122T17:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Coral Gables Physical Therapy just to verify if this policy had any physical therapy benefits.
[AGENT][POSITIVE] I'd be happy to assist with physical therapy benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII], last [PII] [PII].
[AGENT][POSITIVE] OK [PII], and if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, callback number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] 92 M as in Mary.
[CUSTOMER][NEUTRAL] L as in Lima.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] I'm sorry, can I get that policy number again, please?
[CUSTOMER][NEUTRAL] Yes, 02.
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] 92
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] As in Mike,
[CUSTOMER][NEUTRAL] L as in Lima 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's full name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me just make sure that um.
[AGENT][NEUTRAL] Physical therapy is on here.
[CUSTOMER][NEUTRAL] And now we're 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To what the.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And a pillow.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] My
[AGENT][POSITIVE] Thank you so much for your patience.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII]'s stuff looks.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think we should get out.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] How about.
[AGENT][NEUTRAL] OK, so physical therapy is covered under the outpatient benefit and the outpatient benefit is $750 per day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] be gone by like.
[CUSTOMER][NEUTRAL] Got you. Is there a limit to the days per year or just a monetary amount to the day?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Just a 750 per day, no, no maximum days.
[CUSTOMER][NEUTRAL] Got you. OK, perfect. And do you guys provide reference numbers or should I just use your name in today's date?
[AGENT][NEUTRAL] It's my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was everything. Thank you so much for your help today, [PII].
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.