AccountId: 011433970860
ContactId: bcb2084c-50e0-41bc-b0c0-461449137fc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118419 ms
Total Talk Time (AGENT): 57648 ms
Total Talk Time (CUSTOMER): 72892 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bcb2084c-50e0-41bc-b0c0-461449137fc9_20250402T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Select Physical Therapy. Um, I just had a question I wanted to see if you covered one of our patients' primary deductibles, please.
[AGENT][POSITIVE] OK, I'm happy to take a look, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is 021.
[CUSTOMER][NEUTRAL] 53292 ML 8.
[AGENT][NEUTRAL] OK, let me pull this up here.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Oh, the OK.
[CUSTOMER][NEUTRAL] But he probably will. He doesn't usually tell us until about midway through your appointment.
[AGENT][NEUTRAL] OK. And then if I can get the patient's name and date of birth, please.
[CUSTOMER][POSITIVE] I'm glad you
[CUSTOMER][NEUTRAL] Um, it is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is actively, so the effective date if you need that is [PII]. We are the members secondary insurance, so it does pick up deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I might.
[AGENT][NEUTRAL] The outpatient benefit max on this plan is a calendar day and it's $1000 a day.
[CUSTOMER][NEUTRAL] In my hands.
[CUSTOMER][NEUTRAL] You'll be all right my dear. I promise it's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, OK, is there a reference number you could give me?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII], which is [PII]
[CUSTOMER][POSITIVE] I got you
[CUSTOMER][NEUTRAL] Any other spots open this week because my injections got pushed next week.
[AGENT][NEUTRAL] My last initial is [PII] as in [PII].
[CUSTOMER][NEUTRAL] Mhm, in today's date, OK.
[AGENT][NEUTRAL] And then today's day, yeah.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You have a good one.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Bye bye.