AccountId: 011433970860
ContactId: a26cc569-a792-424b-aa36-efb5d0c2527a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137080 ms
Total Talk Time (AGENT): 74916 ms
Total Talk Time (CUSTOMER): 36736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a26cc569-a792-424b-aa36-efb5d0c2527a_20250304T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from UW Health. I'm calling to check uh physical therapy benefits for a member.
[AGENT][NEUTRAL] May I please have your call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] OK, that's not their policy number. That's our electronic payer ID.
[CUSTOMER][NEUTRAL] Uh, let me look at the ID card.
[AGENT][NEUTRAL] It will be the outpatient benefit certification number listed on the card.
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just have a policy er number.
[AGENT][NEUTRAL] May I have that please?
[CUSTOMER][NEUTRAL] 02501800
[AGENT][NEUTRAL] And that's 02501800?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for physical therapy benefits for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is currently active, effective 71 of 24. For physical therapy, the member has up to $3500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, can you spell your first name for me, please?
[AGENT][NEUTRAL] Yes, the reference number will be my first name spelled [PII] last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you