AccountId: 011433970860
ContactId: c21429bb-0b41-4c78-b8ca-74d45fc972cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161300 ms
Total Talk Time (AGENT): 72631 ms
Total Talk Time (CUSTOMER): 37661 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c21429bb-0b41-4c78-b8ca-74d45fc972cd_20250606T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. I'm calling from Cora Physical Therapy. I was trying to verify benefits for a patient.
[AGENT][POSITIVE] I can help you with benefits. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 023. I'm sorry, 02371753 M as in Mary, L 8.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And you're wanting uh physical therapy benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check on that. Now, this is secondary gap insurance, so we will need, if you're filing a claim, we will need the primary insurance EOB um with the claim documents.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And this is just an explanation of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] I'm showing that.
[AGENT][NEUTRAL] This patient has an outpatient benefit maximum of up to $500 per calendar day with a $0 outpatient deductible. It looks like physical therapy and a physical therapy facility is covered with a maximum of 30 days of treatment per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, that's all I needed. Thank you. May I have your reference number, please?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII], in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Great, thank you for calling APL. If there's nothing else, I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.