AccountId: 011433970860
ContactId: b5e40f5d-7874-4e08-ae24-c4e3d3b89307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167149 ms
Total Talk Time (AGENT): 88718 ms
Total Talk Time (CUSTOMER): 65304 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/b5e40f5d-7874-4e08-ae24-c4e3d3b89307_20250414T17:23_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from a physical therapy office. Um, I wanted to
[CUSTOMER][NEUTRAL] I just inquire if a patient's policy covered their co-payments for physical therapy.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with those benefits. What is a good callback number?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] How much
[CUSTOMER][NEUTRAL] That is 019355.
[CUSTOMER][NEUTRAL] 46 M as in Mary.
[CUSTOMER][NEUTRAL] L as in
[CUSTOMER][NEUTRAL] Larry 8
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][POSITIVE] They'll always kiss me too.
[CUSTOMER][NEGATIVE] I got stuck there.
[AGENT][NEGATIVE] I don't know why. It's just a difficult letter to come up with something.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with those benefits for [PII].
[AGENT][NEUTRAL] I'm showing that [PII]'s policy is active as of [PII].
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] This is a secondary.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Policy to his major medical.
[AGENT][NEUTRAL] And he does have an outpatient coverage, uh, physical therapy coverage under his outpatient benefit.
[CUSTOMER][NEUTRAL] It's I kind of get you.
[AGENT][NEUTRAL] And that benefit amount is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $7350 per calendar year that we can pay toward his deductible, co-pay or co-insurance of his major medical. Now that is a verification of coverage and not a guarantee of payment. And at this time, [PII], he adds the full benefit remaining for [PII].
[CUSTOMER][NEUTRAL] I roll
[CUSTOMER][NEGATIVE] Not a good
[CUSTOMER][NEUTRAL] OK perfect so then I could just uh if I submit to his primary wait for that EOB and then submit to you guys that it's as simple as that.
[AGENT][POSITIVE] That is as simple as that, yes, ma'am.
[CUSTOMER][POSITIVE] OK, just confirming awesome um OK and what was your name?
[AGENT][POSITIVE] My name is [PII], and it was a pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Nope, that's it. Do you give reference numbers?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Awesome have a great day.
[AGENT][NEUTRAL] You need me to spell my name?
[CUSTOMER][POSITIVE] No, I got it the first [PII]. Thank you.
[AGENT][POSITIVE] All right, thank you, [PII]. Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.