AccountId: 011433970860
ContactId: d1c27169-52bb-4d3c-9cbd-62703bc6aef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180979 ms
Total Talk Time (AGENT): 66210 ms
Total Talk Time (CUSTOMER): 90693 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d1c27169-52bb-4d3c-9cbd-62703bc6aef0_20250603T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing?
[CUSTOMER][NEUTRAL] I have a, um, I just recently had surgery on my knee.
[CUSTOMER][NEUTRAL] And uh, I now need to go to physical therapy.
[CUSTOMER][NEGATIVE] And they said I'm not totally met my, uh, deductible.
[CUSTOMER][NEUTRAL] So is that and and the um therapist therapy company so they don't take a gap insurance, is that something that would be covered by American Public Life?
[AGENT][NEUTRAL] I'll be happy to verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, you want my group number? What was the number you want?
[AGENT][NEUTRAL] Do you have your policy number, your outpatient cert number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The group number, oh, the uh, yes, it's 02371753.
[CUSTOMER][NEUTRAL] And then ML.
[CUSTOMER][NEUTRAL] I guess you don't care about those, right, the 78.
[AGENT][POSITIVE] That's fine. Thanks, [PII]. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Date of birth [PII]. Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]. The email.
[CUSTOMER][NEUTRAL] I don't think it's my it's either this or my office [PII], is that what you have?
[AGENT][NEUTRAL] That is correct. That is correct. That's what we have in our system. Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So for any physical therapy, it falls under your outpatient per calendar day benefit amount of $500. So it will pick up the copays, the co-insurance, and our deductible up to $500 per day.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] OK, alright, yeah I know a perfect.
[CUSTOMER][NEUTRAL] OK, so if I go in and the copay or that's $125 for the physical therapy, I just, I can submit that bill to you?
[AGENT][NEUTRAL] Yes, along with the primary insurance explanation of benefits and a claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I guess that's the direction I have to go. Thank you for your help.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, nope, I think that'll do it.
[AGENT][POSITIVE] Well, thank you for calling. You as well, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Take care bye bye.