AccountId: 011433970860
ContactId: 8c5bc363-acea-4cbe-8b04-bd5511c106ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139449 ms
Total Talk Time (AGENT): 64443 ms
Total Talk Time (CUSTOMER): 39272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/8c5bc363-acea-4cbe-8b04-bd5511c106ca_20250212T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII], first initial, uh [PII]. I'm calling to get uh benefits for physical therapy for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is one or I'm sorry.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 81675.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And you said this is for a physical therapy in an office setting?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] This will be covered up to $250 per day, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, is there a visit limit?
[AGENT][NEUTRAL] Um, no, ma'am, there isn't. The only limit is the um daily dollar amount under this policy, which is $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK dokey, that is all I needed to know.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling APL and you have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you.