AccountId: 011433970860
ContactId: a8a5742c-73c0-4257-b352-57a1b2adbcda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720679 ms
Total Talk Time (AGENT): 176173 ms
Total Talk Time (CUSTOMER): 441231 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a8a5742c-73c0-4257-b352-57a1b2adbcda_20250115T22:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, how you doing, ma'am? What is your name again?
[AGENT][POSITIVE] My, my name is [PII] and I'm doing great. How about you today?
[CUSTOMER][NEUTRAL] Fine, thank you. How do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for that. And last name initial?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you, Ms. [PII]. My name is [PII] and I'm calling from Select Physical Therapy to verify if the uh um patient um insurance is active and for physical therapy.
[AGENT][NEUTRAL] OK, uh, yes, ma'am, and you said your name was Mel?
[CUSTOMER][NEUTRAL] Benefits?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, [PII], thank you for that information. Now go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] OK, we have here is for outpatient is 131-8445 ML 8 number 8.
[AGENT][NEUTRAL] Alrighty, that sounds like a correct policy number. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK, it's [PII], um last name is [PII] Date of birth is um let's see, we have here [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it looks like he is uh uh insured on this medical supplemental plan, [PII]. Looks like the effective date is [PII]. Patient is current and active.
[CUSTOMER][NEUTRAL] Let me write that. So [PII]?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am, that is correct. And I must advise that verification of coverage is not a guarantee of payment on a claim, but yes, ma'am, patient is active, so I can go ahead and verify those benefits. Now, what we are, so is the medical supplemental plan. So the only thing we will
[CUSTOMER][NEUTRAL] And it's it's still active, right?
[AGENT][NEUTRAL] Excuse me, pick up and pay on is anything that is applied towards the patient's deductible, co-pay, or co-insurance, and it has to be for sickness and injury. That would be what we would pick up and pay for and physical therapy under, uh-huh.
[CUSTOMER][NEUTRAL] Pays, so it pays, so it pays deductible, co-payments that I'm writing it down.
[AGENT][NEUTRAL] OK, and, and coinsurance right has to be applied to one of those three things. Now here there uh physical therapy benefit is no pre-cert.
[CUSTOMER][NEUTRAL] And co-insurance? OK.
[AGENT][NEUTRAL] And they have a a a preserved and they have a $500 per calendar day benefit here at APL.
[CUSTOMER][POSITIVE] OK. So no, perfect.
[CUSTOMER][NEUTRAL] Let me put so 500 per day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh uh uh uh per day, uh, for physical therapy, let's say is, is, is the maximum is 500 per day, 500 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I have it pays deductible copay, co-insurance, and it's 500 per day for physical therapy.
[AGENT][NEUTRAL] It's for anything outpatient, but physical therapy falls under outpatient. But yes ma'am, $500 per calendar day. We'll need a copy of the original claim along with that primary AOB when you submitted to APL and do you have our mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we have you, let me see, by the online that we do it, um, and let's see they have here whether it's American Public Life, we have here a [PII], what is it, [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am, and no.
[CUSTOMER][NEUTRAL] Oh, I'm look I'm look I'm looking at the back of the card.
[AGENT][NEUTRAL] Yeah, that's an old card. We changed addresses about, about 3 years ago. Let me give you the updated address.
[CUSTOMER][NEUTRAL] So I gotta tell him, so I, so basically, I gotta tell the patient to bring in the new car, so we can have this scan through the system.
[AGENT][NEUTRAL] I don't know if I would have, if I would get a new card, but I'm gonna go ahead and give you our correct mailing address so you can get that on file.
[CUSTOMER][NEUTRAL] Yes, because what happens is I have to have the our um facility requires the card to be scanned because they, they do it but what's in back of the card.
[AGENT][POSITIVE] Oh, OK, I got you.
[CUSTOMER][NEUTRAL] So let me see what is the uh correct give me one moment, don't hang up on me.
[AGENT][NEUTRAL] I'm not.
[CUSTOMER][POSITIVE] Thank you for calling Select Physical Therapy, where we help our patients get back to activity, work, and everyday life.
[AGENT][NEUTRAL] Hmm.
[CUSTOMER][NEUTRAL] Select Physical therapy is part of Select Medical, one of the nation's largest employers of physical therapists and other related specialists.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Our national network of physical therapy outpatient centers comprised more than 1100 centers in 32 states and the District of [PII].
[CUSTOMER][NEUTRAL] Our brands include Novacare Rehabilitation, Select Physical Therapy, Cort, Saco Bay Orthopedic, and Sports Physical Therapy, Kessler Rehabilitation Center, SSM Physical Therapy, Baylor Rehab's Outpatient Services, and Emory Rehab's Outpatient Centers.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Whether you need physical therapy, orthopedic rehab, hand therapy, sports medicine, or work injury prevention or treatment, our highly trained clinical team will provide you with an exceptional patient experience and design a specialized plan of care that is just right for you.
[CUSTOMER][POSITIVE] We're also proud to provide physical therapy and athletic training to more than 300 professional sports teams, colleges, universities, and high schools, as well as a growing number of major [PII] employers.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mo
[CUSTOMER][POSITIVE] Experience the power of physical therapy today with select physical therapy.
[CUSTOMER][POSITIVE] Thank you for calling and someone will be with you shortly.
[AGENT][NEUTRAL] That boy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling Select Physical Therapy, where we help our patients get back to activity, work, and everyday life.
[CUSTOMER][NEUTRAL] Select Physical therapy is part of Select Medical, one of the nation's largest employers of physical therapists and other related specialists.
[CUSTOMER][NEUTRAL] Our national network of physical therapy outpatient centers comprised more than 1100 centers in 32 states and the [PII] of [PII].
[CUSTOMER][NEUTRAL] Our brands include Novacare Rehabilitation, Select Physical Therapy, Court, Saco Bay Orthopedic, and Sports Physical Therapy, Kessler Rehabilitation Center, SSM Physical Therapy, Baylor Rehab's Outpatient Services, and Emory Rehab's Outpatient Centers.
[CUSTOMER][POSITIVE] Whether you need physical therapy, orthopedic rehab, hand therapy, sports medicine, or work injury prevention or treatment, our highly trained clinical team will provide you with an exceptional patient experience and design a specialized plan of care that is just right for you.
[CUSTOMER][POSITIVE] We're also proud to provide physical therapy and athletic training to more than 300 professional sports teams, colleges, universities and high schools, as well as a growing number of major [PII] employers.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Experience the power of physical therapy today with select physical therapy.
[CUSTOMER][POSITIVE] Thank you for calling and someone will be with you shortly.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling Select Physical Therapy, where we help our patients get back to activity, work, and everyday life.
[CUSTOMER][NEUTRAL] Select Physical therapy is part of Select Medical, one of the nation's largest employers of physical therapists and other related specialists.
[CUSTOMER][NEUTRAL] Our national network of physical therapy outpatient centers comprised more than 1100 centers in 32 states and the District of [PII].
[CUSTOMER][NEUTRAL] Our brands include Novacare Rehabilitation, Select Physical Therapy, Court, Saco Bay Orthopedic, and Sports Physical Therapy, Kessler Rehabilitation Center, SSM Physical Therapy, Baylor Rehab's Outpatient Services, and Emory Rehab's Outpatient Centers.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Whether you need physical therapy, orthopedic rehab, hand therapy, sports medicine, or work injury prevention or treatment, our highly trained clinical team will provide you with an exceptional patient experience and design a specialized plan of care that is just right for you.
[CUSTOMER][POSITIVE] We're also proud to provide physical therapy and athletic training to more than 300 professional sports teams, colleges, universities, and high schools, as well as a growing number of major [PII] employers.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Experience the power of physical therapy today with select physical therapy.
[CUSTOMER][POSITIVE] Thank you for calling and someone will be with you shortly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you for calling Select Physical Therapy, where we help our patients get back to activity, work, and everyday life.
[CUSTOMER][NEUTRAL] Select Physical therapy is part of Select Medical, one of the nation's largest employers of physical therapists and other related specialists.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Our national network of physical therapy outpatient centers comprised more than 1100 centers in 32 states and the District of [PII].
[CUSTOMER][NEUTRAL] Our brands include Novacare Rehabilitation, Select Physical Therapy, Court, Saco Bay Orthopedic, and Sports Physical Therapy, Kessler Rehabilitation Center, SSM Physical Therapy, Baylor Rehab's Outpatient Services, and Emory Rehab's Outpatient Centers.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Whether you need physical therapy, orthopedic rehab, hand therapy, sports medicine, or work injury prevention or treatment, our highly trained clinical team will provide you with an exceptional patient experience and design a specialized plan of care that is just right for you.
[AGENT][NEGATIVE] I get hung up on.
[CUSTOMER][POSITIVE] We're also proud to provide physical therapy and athletic training to more than 300 professional sports teams, colleges, universities, and high schools, as well as a growing number of major [PII] employers.
[CUSTOMER][POSITIVE] Experience the power of physical therapy today with select physical therapy.
[CUSTOMER][POSITIVE] Thank you for calling and someone will be with you shortly.
[AGENT][NEUTRAL] Mhm.