AccountId: 011433970860
ContactId: cf9882df-bd58-4c5b-b6eb-c6a11ca5d40d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122980 ms
Total Talk Time (AGENT): 42038 ms
Total Talk Time (CUSTOMER): 81859 ms
Interruptions: 6
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cf9882df-bd58-4c5b-b6eb-c6a11ca5d40d_20250602T16:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you? Hi, [PII]. My name is [PII] and I'm calling from Health Shands Hospital, and I need to get benefits for physical therapy, please, outpatient hospital.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Alright, if you're happy to check on benefits. What is the patient's policy number? It is.
[CUSTOMER][NEUTRAL] 02145412 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Thank you and do you have a good call back number? Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Thank you. Patient's name and date of birth. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. OK.
[AGENT][NEUTRAL] Let me just pull up this policy. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] So give me one second. OK.
[AGENT][NEUTRAL] Alright, so this is verification of benefits, not guarantee of payment. The outpatient benefit amount is 8000 per calendar year and looking at their policy under their covered charges, physical therapy is not a covered charge.
[CUSTOMER][NEUTRAL] Alright, so this is verification of benefits, not guarantee of payment. The outpatient benefit amount is $8000 per calendar year.
[CUSTOMER][NEUTRAL] And looking at their policy under their covered charges, physical therapy is not a covered charge. OK, so PT is not covered, got it.
[CUSTOMER][POSITIVE] All right, [PII], I appreciate it. That is all I needed. Thank you so much. Mhm bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye. You're welcome, [PII].