AccountId: 011433970860
ContactId: 89d2ffc7-5892-4486-94d9-4eca9e108d73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136679 ms
Total Talk Time (AGENT): 64547 ms
Total Talk Time (CUSTOMER): 54940 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/89d2ffc7-5892-4486-94d9-4eca9e108d73_20250107T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Marketplace Physical Therapy. I was calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, [PII], I'm happy to check benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I believe I do. Let me see, let me just pull it up here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's going to be 02519444.
[AGENT][NEUTRAL] All right, thank you for that. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] See everybody
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date on this is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm gonna give you some quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect so it does cover the copay from their primary. OK, perfect. And is there a limit on that?
[AGENT][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] Uh, let's see, so for.
[AGENT][NEUTRAL] It looks like the outpatient benefit max for the calendar year is 6,075.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK perfect thank you and then if you can also just provide me with a call reference number.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], that is spelled [PII] The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][NEUTRAL] Bye bye.