AccountId: 011433970860
ContactId: cf5b5b60-f2f7-4d30-8212-ade13a334692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171220 ms
Total Talk Time (AGENT): 74649 ms
Total Talk Time (CUSTOMER): 75229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cf5b5b60-f2f7-4d30-8212-ade13a334692_20250107T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a provider's office. I don't even know if I got connected to the right prompter.
[AGENT][POSITIVE] No problem, but yeah, I can help you.
[CUSTOMER][NEUTRAL] Um, I'm calling, um, I'm calling to get a member's outpatient physical therapy benefit details.
[AGENT][NEUTRAL] OK, absolutely I can help you with that. Uh, but first we're having phone issues. Can I get a call back number in case I lose you?
[CUSTOMER][NEUTRAL] Uh huh, [PII], no extension.
[AGENT][NEUTRAL] OK perfect and the policy number?
[CUSTOMER][NEUTRAL] I have here um 021.
[CUSTOMER][NEUTRAL] 91746
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, with effective date of [PII] currently still active.
[AGENT][NEUTRAL] And I must advise that verification and benefits doesn't always guarantee payment of claim. um for physical therapy, he does have a $1000 deductible with us and after that's met, we will pay up to $6500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it is calendar year, so it has started over.
[CUSTOMER][NEUTRAL] Do you show this as a secondary to another, like, is this a secondary insurance for this number?
[AGENT][NEUTRAL] It is we are a supplemental um let me see if it tells me do you have his primary?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do, yes ma'am. I have, uh, some for United Healthcare, mhm.
[AGENT][NEUTRAL] Yeah, United Healthcare, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we are his supplemental.
[CUSTOMER][NEUTRAL] So you all are secondary team, OK, alright, cool, um, well then it's not really much details I need, um, but you all are in network with SSM select rehab of Saint Louis.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't have a network because we only pay if primary pays.
[CUSTOMER][NEUTRAL] OK, alright, cool, cool, um, well then, [PII], if I could just get, do you all have a um a mailing address to where we send claims to?
[AGENT][NEUTRAL] Yes ma'am, um our address is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and then I guess I just need a call reference number and that's gonna be it today.
[AGENT][NEUTRAL] No reference, just my name M I S [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Anything else I can help you with while I have you on the phone?
[CUSTOMER][POSITIVE] Um, no, but thank you very much for the help you've provided. I appreciate it.
[AGENT][POSITIVE] No problem at all. You have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.