AccountId: 011433970860
ContactId: 884845df-b92a-413a-b158-5300d5fe245d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172279 ms
Total Talk Time (AGENT): 50566 ms
Total Talk Time (CUSTOMER): 101032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/884845df-b92a-413a-b158-5300d5fe245d_20250307T22:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I'm calling from Select Physical Therapy. Um, I just wanted to verify one of our patients if a certain service is covered.
[AGENT][NEUTRAL] OK, I verify benefits for you, um, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] The policy number looks like it looks like she has a outpatient benefits certification number. It's 002153292 M as in Mike L8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, phone number is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's first and last name is [PII]. Date of birth of the patient is [PII].
[AGENT][POSITIVE] OK, and I apologize. What benefits are you needing?
[CUSTOMER][NEUTRAL] Um, I just, it's, I have two CPT codes I wanted to know if you guys wanted to, uh, if you guys took.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, she's doing outpatient physical therapy with us and um we know that you guys are her secondary insurance. There's two codes we have for a specific type of therapy which is called dry needling. I just didn't know if they were covered or not.
[AGENT][NEUTRAL] Well, under the policy, if it's, well, is it a form of physical therapy? Well, dry needling.
[CUSTOMER][NEUTRAL] It's, it's, yeah, it's like, uh, it is a form of physical therapy, it's like a neuromuscular like it's similar to acupuncture.
[CUSTOMER][NEUTRAL] I can give you the like I have the CPT codes. I don't know if they're already in your guys' system or not or.
[AGENT][NEUTRAL] Uh, no, but
[AGENT][NEUTRAL] Um, I would say that you can still submit a claim. It could be covered under the policy as an outpatient.
[AGENT][NEUTRAL] And we only pick up what primary applies towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, so she would still have to pay the dry needling payment anyway, um.
[CUSTOMER][NEUTRAL] Yeah, because we, we do it both in the self pay and in insurance. I know her primary insurance, Blue Cross Blue Shield of Florida does not take that specific type of therapy.
[AGENT][NEUTRAL] Oh, OK. If it's not covered by primary, it wouldn't be covered by us.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure I'm just double checking because the manager asked me to, um, can I just have a reference number for this call?
[AGENT][NEUTRAL] Uh, we don't do reference calls, but, uh, reference numbers, but you may use my name in today's data if you like.
[CUSTOMER][POSITIVE] OK, I put [PII]. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.