AccountId: 011433970860
ContactId: b401179c-8937-47a3-ba5c-e05b149109ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232740 ms
Total Talk Time (AGENT): 90669 ms
Total Talk Time (CUSTOMER): 44897 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b401179c-8937-47a3-ba5c-e05b149109ec_20250213T15:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Axis Physical Therapy. Just need to verify benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02006185.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Uh, physical therapy.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Let me
[CUSTOMER][POSITIVE] Yeah, alright, thank you I appreciate it.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] I apologize my computer is slow this morning.
[CUSTOMER][POSITIVE] Oh, no problem, and I apologize I missed your name.
[AGENT][NEUTRAL] It's [PII] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] Oh my gracious, this computer don't want to work. Give me one moment, Miss [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][POSITIVE] Gotta love technology.
[CUSTOMER][NEUTRAL] Oh, I know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Alright, there we go. Give me a second to see, and it's for physical therapy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, physical therapy is covered on the policy as outpatient, uh, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we pick up what primary insurance applies towards deductible, co-pay, and or co-insurance, and the patient has a benefit max of up to $8150 per calendar year.
[CUSTOMER][NEUTRAL] OK, so it covers deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] Yes, ma'am, up to that $8100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 8 to 100 perfect.
[CUSTOMER][NEUTRAL] Can I just have a call with him?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. However, you may use my name it's Day date if you like.
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right you have a good rest of your day.
[AGENT][POSITIVE] Alright, you too, and thank you for calling APO Ms [PII]. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.