AccountId: 011433970860
ContactId: cbc38c96-7198-49d3-86b7-519858481482
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181570 ms
Total Talk Time (AGENT): 86216 ms
Total Talk Time (CUSTOMER): 59339 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/cbc38c96-7198-49d3-86b7-519858481482_20250110T17:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see if, um, this patient has, um,
[CUSTOMER][NEUTRAL] Physical therapy, um, benefits for outpatient hospital.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you today and then um do you mind if I get your name and a good callback number real quick?
[CUSTOMER][NEUTRAL] Yeah, did you say your name because it was very faint, but now you sound clear, so I don't know if it's my phone. It's OK.
[AGENT][POSITIVE] Oh, yes, I'm so sorry. It's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Um, I, my name is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. What's a great callback number I can have?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you so much. And what's that member's policy number?
[CUSTOMER][NEUTRAL] It is 02567206.
[AGENT][POSITIVE] Wonderful and give me just a moment to get everything pulled up for you today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you, thank you and.
[AGENT][NEUTRAL] Alright, so she does have outpatient PT benefits um for injury or sickness. She has 4 visits a year, she can use this on and a $30 visit up to $30 per visit. Granted, that's just a verification and never guarantee a payment.
[CUSTOMER][NEUTRAL] So is that $30 like a copay?
[AGENT][NEUTRAL] Um, so this is a limited hospital indemnity policy, so it's just supposed to kind of be supplemental, um, and so it's just like a, a limited supplemental benefit.
[CUSTOMER][NEUTRAL] OK, so she's got 4 visits.
[AGENT][NEUTRAL] A year. Mhm.
[CUSTOMER][NEUTRAL] A year, OK.
[AGENT][NEUTRAL] And that does start um the calendar year it follows.
[CUSTOMER][POSITIVE] OK, that was my next question. Thanks.
[AGENT][POSITIVE] Yeah, my pleasure.
[CUSTOMER][NEUTRAL] Does she have any deductible or out of pocket then?
[AGENT][NEUTRAL] Not on our side, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, do you have a reference number for this call?
[AGENT][NEUTRAL] Yeah, you betcha. You can use my name [PII], and then today's date.
[CUSTOMER][POSITIVE] All right, sounds great. Thank you.
[AGENT][POSITIVE] Hey, it's my pleasure, and then if there's anything else we can do to help you, Miss [PII], just give us a call and we'll do our best to take care of you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah it's my pleasure thank you so much you take care.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.