AccountId: 011433970860
ContactId: d15cd859-8a09-4ecb-803c-ae9867addc66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186580 ms
Total Talk Time (AGENT): 66851 ms
Total Talk Time (CUSTOMER): 62264 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d15cd859-8a09-4ecb-803c-ae9867addc66_20250131T18:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check eligibilities on a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess it would be 02563242 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is um it is um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Um, I need occupational, physical, and speech therapy benefits in a hospital setting.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy does not cover occupational therapy or speech therapy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does cover physical therapy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy coordinates with the primary insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible copay or co-insurance for outpatient, we will pay up to.
[AGENT][NEUTRAL] $1500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any authorization?
[AGENT][NEUTRAL] No, ma'am, we do not require authorization.
[CUSTOMER][NEUTRAL] Um, OK, and as far as the PT visits, how many does it cover based on the plan, on the primary plan?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] There's not a number we just pay up to that $1500 and that's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, perfect. OK, and can I have a reference number please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you, bye bye.