AccountId: 011433970860
ContactId: c37e82bb-9f71-494c-a03a-bb60188720ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174839 ms
Total Talk Time (AGENT): 91795 ms
Total Talk Time (CUSTOMER): 75116 ms
Interruptions: 3
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c37e82bb-9f71-494c-a03a-bb60188720ca_20250102T17:34_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling with the provider's office just calling to verify some benefits for a patient.
[AGENT][POSITIVE] Yeah, I'd love to help you with that, Miss [PII]. And do you have the policy number handy?
[CUSTOMER][NEUTRAL] I do that's gonna be 02512519.
[AGENT][NEUTRAL] You said 2159 is the last four?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Awesome, and while I get that policy pulled up, do you mind if I snag a good call back number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yep, that's gonna be [PII]. It's a direct line.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Thank you so much. And your patient's first and last name and date of birth?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] That's [PII] [PII] is the date of birth.
[AGENT][NEUTRAL] And I'm so sorry, I'm gonna just repeat this back one more time. 02512159?
[CUSTOMER][NEUTRAL] To be here in case I need.
[CUSTOMER][NEUTRAL] 519.
[CUSTOMER][NEUTRAL] So it's 02512519 it's OK.
[AGENT][POSITIVE] Oh my gosh, I'm so sorry.
[AGENT][NEUTRAL] OK, and I
[AGENT][POSITIVE] Perfect and then the date of birth one more time please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, thank you. And your patient is current and active with us. She has an effective date of [PII].
[AGENT][NEUTRAL] And let's see about benefits are you needing benefit information?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Um, inpatient or outpatient benefits, ma'am?
[CUSTOMER][NEUTRAL] It's outpatient, it's physical therapy.
[AGENT][NEUTRAL] Outpatient physical therapy, you betcha. All right, so I do want to let you know any benefits I give you over the phone it's just going to be verification of coverage and not a guarantee of payment. Um, we have an outpatient benefit maximum of $500 per calendar day, and it does look like we have um physical therapy and a physical therapy physician or physician's office listed as coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there is no termination date on that policy? OK, perfect.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me double check and you guys don't require an authorization or a referral?
[AGENT][NEUTRAL] Nope.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty [PII], if you could provide me with a call reference number and that would be all for today.
[AGENT][NEUTRAL] Hey, yeah, you betcha. It's going to be my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Hey my pleasure thank you so much for calling APL you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] OK