AccountId: 011433970860
ContactId: d646a7be-77d6-42ab-bdc4-0ad12a6d855a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314200 ms
Total Talk Time (AGENT): 114348 ms
Total Talk Time (CUSTOMER): 42728 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d646a7be-77d6-42ab-bdc4-0ad12a6d855a_20250122T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon. I'm calling because I need benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with benefits for a patient. Can you please give me your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is your uh your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII] she
[AGENT][NEUTRAL] OK. And then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] 01719341 ML 8.
[AGENT][NEUTRAL] OK, let me repeat the policy number to you. 0171931 ML8.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It got cut off after 93 it's a 4 and then a 1.
[AGENT][POSITIVE] 4. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that the insured does have an active policy and the effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. This is a supplemental insurance policy that is billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] And the insured has an inpatient benefit amount of $6600 per calendar year.
[AGENT][NEUTRAL] And also has an outpatient benefit amount of $6600 per calendar year.
[CUSTOMER][NEUTRAL] OK, and this for outpatient physical therapy in an office setting, is that covered?
[AGENT][NEUTRAL] Let me check to see if the physical therapy is covered. I'm gonna need to pull in the policy, so it's gonna take just a moment for the computer to load it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Of course, it's being slow, but it's pulling in now. I just need to read through it.
[CUSTOMER][NEGATIVE] Oh, you're not
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, I do show that it does have um a writer for physical therapy um at a phy physical therapy facility.
[AGENT][NEUTRAL] Um, an office center or clinic in which a licensed physical therapist provides physical therapy, so it is on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sorry, thank you for all your help. I just need a reference number for this please.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you for your help you have a good day.
[AGENT][POSITIVE] You have a good day too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.