AccountId: 011433970860
ContactId: a1e013f4-bc61-4aec-8927-b5f5fa40d157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161970 ms
Total Talk Time (AGENT): 64666 ms
Total Talk Time (CUSTOMER): 82216 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a1e013f4-bc61-4aec-8927-b5f5fa40d157_20250602T15:46_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] Yes, hi, [PII]. I have a question for you. I am going to need physical therapy because I'm having a, a knee surgery tomorrow, and I was wondering if the APL covers the uh co-payments on physical therapy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can take a look at your policy and see if it covers it. Can I get your name and a callback number?
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number with us?
[CUSTOMER][NEUTRAL] Uh, let me check out, um.
[CUSTOMER][NEUTRAL] Well, it's, which one, the group number or the?
[AGENT][NEUTRAL] The, the outpatient certificate number.
[CUSTOMER][NEUTRAL] Outpatient benefits, sir. OK. It's 022.
[CUSTOMER][NEUTRAL] 008
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] M as in Mouse. L as in Lion, and number 8.
[AGENT][POSITIVE] Thank you so much for verifying your account and [PII], if you could verify your date of birth and mailing address please.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you said you are calling to see if physical therapy is covered under your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, please be advised verifying, uh, benefits does not guarantee payment. Uh, I do show that, um, physical therapy would be covered under your outpatient benefit, paying up to $500 a day.
[CUSTOMER][NEUTRAL] Oh, an outpatient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, so I guess I should have.
[CUSTOMER][NEUTRAL] No, that will be all. So I just showed them the card.
[AGENT][NEUTRAL] Yes, so you want to present your American Public Life card, let them know it is a secondary payer, uh, and it will pick up your uh co-pay for your physical therapy.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.