AccountId: 011433970860
ContactId: b2f3f842-6fd0-402f-9395-1224b456fea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123319 ms
Total Talk Time (AGENT): 51507 ms
Total Talk Time (CUSTOMER): 41907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b2f3f842-6fd0-402f-9395-1224b456fea6_20250506T17:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling on uh a member, uh, [PII]. She's coming into us for in-office physical therapy, and she gave me your, this insurance as her secondary, so I was calling to find out what benefits she had.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Her ID number is
[CUSTOMER][NEUTRAL] 01851493
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII].
[AGENT][NEUTRAL] And may I have a date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So for physical therapy, it falls under the outpatient calendar year benefit amount of $6000. There is also a $2500 outpatient deductible.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK. Has she met any of that?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK. And does she have a visit limit or anything for therapy?
[AGENT][NEUTRAL] No, ma'am, just the benefit amount.
[CUSTOMER][NEUTRAL] Just the benefit amount, OK.
[CUSTOMER][NEUTRAL] OK. And can I get a reference number?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII]. Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Too bye bye