AccountId: 011433970860
ContactId: c46987f2-4857-4f20-b5b5-413ec0537d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253979 ms
Total Talk Time (AGENT): 103728 ms
Total Talk Time (CUSTOMER): 44090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c46987f2-4857-4f20-b5b5-413ec0537d23_20250114T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was just calling because I just needed to verify the patient's benefits for physical therapy.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits for physical therapy. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Mm thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01578530 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Does she have any other last names?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She only has [PII], but the card is under [PII], which is her husband.
[AGENT][NEUTRAL] OK, thank you. And she's under [PII] with the card. OK, and uh let's see if we have a benefit.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let me, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull.
[AGENT][POSITIVE] He benefits, one moment.
[AGENT][NEUTRAL] Just wanna make sure it does cover physical therapy.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Wait, I'm waiting on the paperwork.
[AGENT][POSITIVE] I do apologize it's taking a little bit to pull up.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Mm thank you for your patience.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yes, physical therapy is covered under the outpatient maximum, which is 1250 per covered person per calendar year.
[CUSTOMER][POSITIVE] OK, perfect. And is there an effective date?
[AGENT][NEUTRAL] Mhm. Yes, the effective date on the policy is [PII] and it is active at the moment. Secondary policy to the major medical.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Perfect. Can I have your name and this reference number, please?
[AGENT][NEUTRAL] My name is [PII]. That's S as [PII]. Last initial is [PII], and we don't have reference numbers. You can use my name in today's date if you would like me [PII]. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that is all. Thank you so much, so.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah