AccountId: 011433970860
ContactId: a71bcc4e-2c5a-4e40-9a9f-0064dbf385eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165050 ms
Total Talk Time (AGENT): 73236 ms
Total Talk Time (CUSTOMER): 57437 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a71bcc4e-2c5a-4e40-9a9f-0064dbf385eb_20250501T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I need to verify a patient's physical therapy benefits, please.
[AGENT][POSITIVE] Physical therapy, OK. And may I have your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][POSITIVE] Thank you so much and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Policy is.
[CUSTOMER][NEUTRAL] Set the uh outpatient benefit certification number is that the same thing?
[CUSTOMER][NEUTRAL] I'm looking at the card now that's what I'm looking. OK, 02141849 [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you very much one moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you very much and you're calling for physical therapy benefits. Give me one moment please, [PII]. I can certainly help you with that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me get that pulled up for you.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Her policy shows effective as of [PII]. This policy shows active as a supplemental and for benefits, please note verification of benefits provided does not guarantee payment. We pay up to $7550 for the calendar year for covered outpatient services, and physical therapy does fall under that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has anything of that been me at all? Can you see that or?
[AGENT][NEUTRAL] I can check to see if anything has been accumulated towards that. Give me one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Currently she has accumulated $2,275.
[CUSTOMER][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] OK, and there's no authorization or anything like that needed for this plan?
[AGENT][POSITIVE] That is, that is correct.
[CUSTOMER][POSITIVE] Free server, OK.
[CUSTOMER][NEUTRAL] OK, if I can just get a call reference number from you then, then I'll be all set.
[AGENT][NEUTRAL] OK, we do not provide call reference numbers, [PII]. You can use my name [PII] last initial [PII], and today's date. Would you need any information as far as claim submission or do you have that already?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I have all that already, so that's all I need. Thank you very much, [PII], appreciate your help.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.