AccountId: 011433970860
ContactId: af491c01-346c-4ced-9a59-55bb80210773
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258440 ms
Total Talk Time (AGENT): 127301 ms
Total Talk Time (CUSTOMER): 61781 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/af491c01-346c-4ced-9a59-55bb80210773_20250131T18:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, good, um afternoon, [PII]. I'm calling about um
[CUSTOMER][NEUTRAL] Uh, physical therapy that I'd like to get and if it's gonna be covered by the secondary you guys.
[AGENT][POSITIVE] OK, yeah, I can definitely take a look at that for you. Um, do you have your policy number handy?
[CUSTOMER][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] Outpatient 60217.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 6906.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Perfect. And give me just a second to get that policy pulled up.
[AGENT][NEUTRAL] Thank you. And would you be able to verify for me, please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh that is [PII].
[AGENT][NEUTRAL] Thank you, and I do just need to verify a couple additional bits of information with you super quick, such as your mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and it looks like it's just the email on file, please.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Just the email on file please.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Perfect. Thank you. And so you're wanting to know particularly about physical therapy. Did I hear that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me take a look at that policy document. While I'm pulling that up though, I do want to let you know that any benefit information I give over the phone is always just a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] And I'm just scrolling through this document. Hang tight while I find that for you.
[AGENT][NEUTRAL] Alright, I do see that your outpatient does have coverage for um benefits in a physical therapy facility.
[CUSTOMER][NEGATIVE] OK, would you need the facility name just to see cause they're charging me a $20 copay with my primary insurance.
[AGENT][NEUTRAL] So as long as we don't have a network, so as long as your major medical pays them and it falls within your policy guidelines, um,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Like that's all we need.
[AGENT][NEUTRAL] We just follow your, your major medical. So, um, if they, if your major medical is paying on them, then they're in network with us.
[CUSTOMER][NEUTRAL] OK, so would that $20 copay be picked up by you guys or do I still have to pay a copay?
[AGENT][POSITIVE] I would really highly recommend that you give them our card information and ask them to submit on your behalf because you have physical therapy benefits, um, and
[AGENT][POSITIVE] I would really like highly recommend having them do that work. Some places will tell you like, no, we don't file secondary, and they're allowed to do that, um, and you can always file a claim with us if you would like to, um, if they're if they're going to make you pay out of pocket, but if you can get them to file that, it will make everything so much easier for yourself.
[CUSTOMER][POSITIVE] Yeah. All righty.
[CUSTOMER][POSITIVE] I will do that then thank you.
[AGENT][POSITIVE] Hey, my pleasure. Thank you. You take care.
[CUSTOMER][NEUTRAL] OK, uh, one more thing, um, can I have a reference number? Oh, just in case.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely. It's just my name, [PII], and then today's date.
[CUSTOMER][NEUTRAL] You have any questions?
[CUSTOMER][POSITIVE] Alright, thank you so much [PII].
[AGENT][POSITIVE] Oh, it's my pleasure. Take care. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye bye.