AccountId: 011433970860
ContactId: ceb886b7-a81d-479e-a4f6-209142bcd695
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218490 ms
Total Talk Time (AGENT): 61186 ms
Total Talk Time (CUSTOMER): 72133 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ceb886b7-a81d-479e-a4f6-209142bcd695_20250613T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to verify if this policy covered physical therapy.
[AGENT][NEUTRAL] Hi, I can help you with benefits. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] My first name is [PII], last initial [PII]. I'm calling from Pinecress Physical Therapy.
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, good callback number would be [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, I do. Policy number is 02.
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] Alright, give me just one moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, patient's full name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. Uh, let me check on his policy real quick.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][NEUTRAL] OK, and this is just a verification of benefits, not a guarantee of payment. It looks like physical therapy is covered, um, in a physical therapy facility. It's subject to a maximum of 30 days of treatment per calendar year. Um, and he has an outpatient benefit maximum of up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you and that's individual?
[AGENT][NEUTRAL] Uh, that is for him, yes.
[CUSTOMER][POSITIVE] Or is it for the family? OK, perfect. Do you.
[AGENT][NEUTRAL] For the family, it will be 5000.
[CUSTOMER][NEUTRAL] Got you. Do you know if any of that's been accumulated for either?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like he's used $510 so far.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, [PII], do you guys give out reference numbers for calls, or should I just use your name in today's date?
[AGENT][NEUTRAL] Yeah, you'll use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Got you perfect thank you so much for your help today.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.