AccountId: 011433970860
ContactId: c2be679b-c7ba-46e4-bfaf-5eb61babbcad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217529 ms
Total Talk Time (AGENT): 83366 ms
Total Talk Time (CUSTOMER): 72860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c2be679b-c7ba-46e4-bfaf-5eb61babbcad_20250609T12:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Select Physical Therapy on behalf of a patient. I'm just trying to check um on their benefits for physical therapy.
[AGENT][NEUTRAL] OK, I can assist with that. [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Callback number is gonna be [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is.
[CUSTOMER][NEUTRAL] Let me see here I have their payer ID if that works.
[AGENT][NEUTRAL] No, it should say policy certificate number maybe inpatient outpatient.
[CUSTOMER][NEUTRAL] Oh OK right here outpatient certificate number is gonna be 024.
[CUSTOMER][NEUTRAL] 67409 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you very much. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, of course. Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much and you're calling for physical therapy benefits. Give me one moment, I can assist you with that. Um, her policy shows effective as of [PII] and it shows active. OK, give me one second please. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for your patience and please note verification of benefits provided does not guarantee payment. We will pay up to $255 per calendar day for covered services.
[CUSTOMER][NEUTRAL] I'm, I'm sorry, the phone went in and out. You said how much per calendar day?
[AGENT][NEUTRAL] 250
[CUSTOMER][NEUTRAL] 250 per calendar day OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, would you need any information as far as claim submission?
[CUSTOMER][NEUTRAL] Um, yes, so.
[CUSTOMER][NEUTRAL] Can I get the claims address please?
[AGENT][NEUTRAL] Of course it is APL [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then the, the 250 per calendar date, that's the physical therapy benefits, or was there anything additional?
[AGENT][NEUTRAL] Um, that is the benefit for all covered outpatient services, so the $250 per day is the max we'll pay per day. Yes, ma'am.
[CUSTOMER][NEUTRAL] For all
[CUSTOMER][NEUTRAL] OK, OK, perfect, and then if I can just get a reference number for this call.
[AGENT][NEUTRAL] We do not use reference numbers, Isabel, you can use my name. My last initial is [PII], first name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good week.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.