AccountId: 011433970860
ContactId: bae9dc32-948a-4427-a18f-9c870812e13e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138720 ms
Total Talk Time (AGENT): 73497 ms
Total Talk Time (CUSTOMER): 42501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/bae9dc32-948a-4427-a18f-9c870812e13e_20250221T16:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Lehigh Valley Hospital. I'm calling to check to see if a patient has coverage uh for physical therapy benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the physical therapy benefits, and [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] OK. Contact number is [PII].
[CUSTOMER][NEUTRAL] And the patient's policy number is 02590103.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for the outpatient benefits, the policy would pay up to $500 per calendar year. That does include um services in the physical therapy facility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If it is done, um, if the treatment is done in the office, um, there is a benefit for $25 per visit with a max of 4 visits per calendar year.
[CUSTOMER][NEUTRAL] OK, this is outpatient facility, so they pay up to, so you pay up to 500 for calendar year?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Uh, yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far none of the benefits have been used for [PII].
[CUSTOMER][NEUTRAL] OK, great. And your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] All right, great. Thank you so much for your help today.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Not at the moment, but thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.