AccountId: 011433970860
ContactId: a908ce0f-128b-46ed-8ae4-758337394dc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178929 ms
Total Talk Time (AGENT): 98856 ms
Total Talk Time (CUSTOMER): 32837 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a908ce0f-128b-46ed-8ae4-758337394dc2_20250303T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just calling because I just need to verify a patient's benefits for physical therapy.
[AGENT][NEUTRAL] OK. You do not need eligibility. You only need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, I mean, yes, and eligibility as well, please. Sorry.
[AGENT][POSITIVE] Yes, I can help you with those things. Uh-huh. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Yes, it's gonna be 024753887.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So I do show she is the spouse of the subscriber on the supplemental policy, and this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And her outpatient benefit maximum on this policy is $6000 per calendar year for covered outpatient services.
[AGENT][NEUTRAL] And there's no outpatient deductible.
[CUSTOMER][POSITIVE] Perfect. Can I have your name and this reference number, please?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Again, my name is [PII], and you would use my name along with today's date as your call reference number and also [PII] a couple of additional things when the claim is submitted to APL for review, we will also have to have a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] As well, since this is a supplement to our primary insurance and then once we have processed our claim, we do have a portal that you should be able to check claim status in by going to [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] All right. Well, you are certainly welcome. So if that's all then that I can help you with, thank you again for calling APL [PII], and I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.