AccountId: 011433970860
ContactId: 9d1ca80e-815d-4770-9416-f74a97e62d04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184660 ms
Total Talk Time (AGENT): 69913 ms
Total Talk Time (CUSTOMER): 88584 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/9d1ca80e-815d-4770-9416-f74a97e62d04_20250214T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling from Impact Physical Therapy. I'm calling for a patient's um eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. uh, could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][POSITIVE] Yes, um, let me get that for you right now.
[CUSTOMER][NEUTRAL] It is 021.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 309.
[CUSTOMER][NEUTRAL] M as in money, line as in L and 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] OK calling me.
[CUSTOMER][POSITIVE] Oh thank you for seeing.
[CUSTOMER][NEUTRAL] The name should be under [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you are calling for eligibility and uh physical therapy benefits today.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Please be advised verifying benefits does not guarantee payment.
[AGENT][NEUTRAL] The policy's been effective since [PII]. It is still active for physical therapy benefits, it's covered up to $7350 a calendar year under their outpatient benefit. Uh, I show she has the full amount available at this time. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I had a couple questions. Let me see, you said this insurance is already active. Um, do you cover the United Healthcare co-insurance and deductible?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm 100% of it?
[AGENT][NEUTRAL] Up to $7350 a calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Um, let me see, and you are secondary to United Healthcare. And then does this patient have to meet a deductible with you in order to cover from United Healthcare, or is it covered automatically?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] No, there is no deductible.
[CUSTOMER][POSITIVE] OK, perfect. May I have a phone number to this call please?
[AGENT][NEUTRAL] Uh, to reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] and then today's date which is [PII], correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] And then have an amazing day OK? Happy [PII].
[AGENT][POSITIVE] You have a wonderful weekend, same to you thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you, take care.