AccountId: 011433970860
ContactId: 9f0e658b-f6fc-4514-bec9-4bce593e6e5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125430 ms
Total Talk Time (AGENT): 40323 ms
Total Talk Time (CUSTOMER): 67440 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/9f0e658b-f6fc-4514-bec9-4bce593e6e5c_20250207T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey there. My name is [PII] with Coora Physical Therapy, and I need to verify um a coverage for a patient of ours and to also ask, um,
[CUSTOMER][NEUTRAL] I see on the back of the card it says that this is oh let me go ahead and just give you the patient information so you can maybe look up the information.
[AGENT][NEUTRAL] Yes, ma'am. What's that policy number, please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Say that one more time.
[AGENT][NEUTRAL] Uh, what's the policy number?
[CUSTOMER][NEUTRAL] It's 02571991.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one quick moment, please.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I'm sure his effective date is [PII]. He is active on the policy. And you say you're needing benefits?
[CUSTOMER][NEUTRAL] Yeah, physical therapy benefits, but I do have a, a question. He says that he is losing his um primary Blue Cross Blue Shield coverage, and I was wondering if it would APL, if he gets his coordination and benefits corrected, um, with APL pay as primary or no?
[AGENT][NEUTRAL] No, ma'am. Uh, this policy has a secondary only.
[CUSTOMER][NEUTRAL] Secondary only already. So it's OK. Well, that was, that was just my question. I already have the physical therapy benefits as secondary. Um, he was just asking about if you all paid primary, so we were checking for him. Can I go ahead and get a call reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Perfect. Well, I hope you have a great day um and a great weekend.
[AGENT][POSITIVE] Uh, you too, Ms. [PII] and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye.