AccountId: 011433970860
ContactId: aa74798a-eb12-4b98-857f-ad329a0225f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134839 ms
Total Talk Time (AGENT): 45998 ms
Total Talk Time (CUSTOMER): 67614 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/aa74798a-eb12-4b98-857f-ad329a0225f8_20250618T20:41_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling on behalf of um, select physical therapy for for a patient. I was checking benefits on the patient. Let me go ahead and give you the member ID.
[CUSTOMER][NEUTRAL] It's gonna be 001854351, M as in mother, L as in Larry, H.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is going to be [PII]. You said the patient was being seen for physical therapy?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, she's she's scheduled for [PII], but we want to check the benefits of the coverage.
[CUSTOMER][NEUTRAL] yeah
[AGENT][NEUTRAL] OK, yeah. OK, so checking benefits for what exactly? I'm sorry.
[CUSTOMER][NEUTRAL] For physical therapy.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, just one moment, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I'll be uh doing the evaluation for you.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, so we are the members secondary insurance. The member's plan, however, does not cover any physical therapy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it does not cover?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, so she doesn't have coverage for PT.
[AGENT][NEUTRAL] Correct, not on the secondary.
[CUSTOMER][NEUTRAL] OK. Can I please have um
[CUSTOMER][NEUTRAL] Can I have a reference number on a call your name please? or what? I'm sorry.
[AGENT][NEUTRAL] Call reference is my name with today's date. My name is [PII], that's [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. You have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] I.