AccountId: 011433970860
ContactId: d7323e13-7ae6-4b75-8a54-f7a2000bcf04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235619 ms
Total Talk Time (AGENT): 90731 ms
Total Talk Time (CUSTOMER): 64490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/d7323e13-7ae6-4b75-8a54-f7a2000bcf04_20250407T12:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, good morning. I'm calling to verify benefits for patients.
[AGENT][NEUTRAL] OK and your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Cora Physical Therapy.
[AGENT][NEUTRAL] And what's the policy number and a good phone number to read in case we're disconnected?
[CUSTOMER][NEUTRAL] The policy number is 202548739 and my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Date of birth for her is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thanks for that information and we're checking eligibility and then physical therapy benefits.
[CUSTOMER][NEUTRAL] Yes, if you have, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So I'm showing an effective date of October.
[AGENT][NEUTRAL] [PII] and this policy is active at this time.
[AGENT][POSITIVE] And let me get to the benefits and I'll give you that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $300 per covered person per calendar day.
[AGENT][NEUTRAL] And of course any information uh that's provided is not a guarantee of payment just a verification of the coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you have any other questions we can help out with today?
[CUSTOMER][NEUTRAL] Yeah, does it require any authorization?
[AGENT][NEUTRAL] Prior office is not required.
[CUSTOMER][NEUTRAL] Not required, and she doesn't have any co-pays or co-insurance. And um does it cover her um co-payment for the other insurance?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this is a, this is a Metin gap policy, so it acts as a secondary to her primary insurance, uh, which will consider covered, uh, charges up to 300.
[CUSTOMER][NEUTRAL] Her primary insurance?
[AGENT][NEUTRAL] Per calendar day and that's towards deductible co-insurance and or co-pay amounts.
[CUSTOMER][NEUTRAL] Up to $300 OK.
[CUSTOMER][NEUTRAL] And it's still available, the 300?
[AGENT][NEUTRAL] It's a per calendar day benefit.
[CUSTOMER][POSITIVE] OK, not a problem then. Alrighty, thank you.
[AGENT][POSITIVE] Oh, you're right. You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh, ma'am?
[AGENT][NEUTRAL] Bye bye. Yes.
[CUSTOMER][NEUTRAL] Uh, I'm sorry.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can I get a reference number for our call?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial and last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty my dear, not a problem thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.