AccountId: 011433970860
ContactId: 90f4d2ed-f021-42e6-87d8-c91db37fdf7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195570 ms
Total Talk Time (AGENT): 75539 ms
Total Talk Time (CUSTOMER): 105282 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/90f4d2ed-f021-42e6-87d8-c91db37fdf7b_20250124T21:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Uh hi [PII], this is [PII] with Atlantic Rehab.
[CUSTOMER][NEUTRAL] Um, I was calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, is it like the certificate number?
[AGENT][NEUTRAL] Yes, ma'am. It'd be 0102, something like that.
[CUSTOMER][NEUTRAL] OK, uh 01569.
[CUSTOMER][NEUTRAL] 861 M as in mom L 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] But I think the primary is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and were you just needing benefits?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] It's for outpatient um physical therapy.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For outpatient, we will pay up to
[CUSTOMER][NEUTRAL] You want me to bring that told me today you could stand on the phone.
[AGENT][NEUTRAL] $2500 per calendar year.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So you just pay like the copay, correct?
[AGENT][NEUTRAL] Yeah, deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you would cover.
[CUSTOMER][POSITIVE] Horatio correct.
[AGENT][NEUTRAL] Cover, yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He is on the policy.
[CUSTOMER][NEUTRAL] OK, now just verifying because when I spoke to the primary insurance they said that they didn't have a secondary on file for him.
[AGENT][NEUTRAL] OK, yeah, they may not have our information. We just do the claims that they come in.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] It's not a crossover.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, if anything I'll mention it to the wife and I guess she can call her. I don't know how that works.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that was all, thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.