AccountId: 011433970860
ContactId: c5cc8f20-8b47-46d7-afa6-013bd50434f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244509 ms
Total Talk Time (AGENT): 47803 ms
Total Talk Time (CUSTOMER): 41579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c5cc8f20-8b47-46d7-afa6-013bd50434f9_20250407T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hi, I'm so sorry, can I have 1 2nd?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, I'm sorry it's [PII].
[AGENT][NEUTRAL] OK, and how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Um, we have a patient that you guys are their secondary insurance. Uh, we just wanted to make sure you guys covered her for physical therapy. We bill as an office.
[AGENT][POSITIVE] OK, do you have a good callback number, [PII], and I can help you with benefits.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You have the policy number for the patient?
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 893-619 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have the name of the patient and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. So this would be in-office physical therapy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And she's effective [PII], currently active.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, pulling it up, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so the benefit is $500 per covered person per calendar day.
[AGENT][NEUTRAL] And for physical therapy.
[AGENT][NEUTRAL] Uh, that is covered in the office.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too mm bye.
[AGENT][NEUTRAL] Bye.