AccountId: 011433970860
ContactId: b63262ad-1092-4db6-9684-964bc89ab002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145410 ms
Total Talk Time (AGENT): 71126 ms
Total Talk Time (CUSTOMER): 40138 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b63262ad-1092-4db6-9684-964bc89ab002_20250326T12:58_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] Hi, I'm calling from Impact Physical Therapy. I just wanted to um check on a patient's benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Thank you, [PII] and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 01480443.
[CUSTOMER][NEUTRAL] MLH
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with the eligibility for [PII]. I'm showing his policy is active. Effective date is [PII], and this is a secondary policy to his primary insurance. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Do you guys cover the primary um deductible?
[AGENT][NEUTRAL] For what type of service?
[CUSTOMER][NEUTRAL] For physical therapy.
[AGENT][NEUTRAL] Physical therapy is covered under his outpatient coverage, and we can pay up to $500 per calendar day toward the deductible, co-pay, or co-insurance of the major medical. That is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you cover the deductible and the co-pay up to $500 a day.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Can I have a reference number?
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII], first initial, I mean, my last name is [PII].
[CUSTOMER][NEUTRAL] And then today's date?
[AGENT][NEUTRAL] And today's date, yes ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you with those benefits, [PII]. Thank you for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.