AccountId: 011433970860
ContactId: b9bd1f2e-422f-4a0d-89e2-d8a417b6b757
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141199 ms
Total Talk Time (AGENT): 61621 ms
Total Talk Time (CUSTOMER): 47736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/b9bd1f2e-422f-4a0d-89e2-d8a417b6b757_20250616T14:30_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from uh Cora Physical Therapy. I'm trying to verify benefits on a patient.
[AGENT][NEUTRAL] OK, lady, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] I'm sure that his mom.
[CUSTOMER][NEUTRAL] Uh yes. Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have their policy number?
[CUSTOMER][NEUTRAL] Uh yes. I have 02.
[CUSTOMER][NEUTRAL] 467-419
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify the date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits for physical therapy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to the deductible, co-pay or coinsurance, we'll pay up to $5000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything uh that the patient has used.
[AGENT][NEUTRAL] Hold on just a moment. I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, cool.
[CUSTOMER][POSITIVE] Thank you much.
[AGENT][NEUTRAL] No, ma'am. Nothing's been used.
[CUSTOMER][POSITIVE] OK. OK, thank you so much, [PII]. May I have a reference number?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] All righty. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.