AccountId: 011433970860
ContactId: d996fc02-7266-449b-89b5-98493eff18da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137520 ms
Total Talk Time (AGENT): 69577 ms
Total Talk Time (CUSTOMER): 49639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d996fc02-7266-449b-89b5-98493eff18da_20250217T19:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] with Excel Therapy. I was trying to get eligibility and benefit, gosh, I can't even talk eligibility and benefits on a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01457169
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient physical therapy office setting.
[AGENT][NEUTRAL] OK, for physical therapy, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You do pick up Part B deductible up to 2500.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you pay the 20% 20% co-insurance.
[AGENT][NEUTRAL] Her calendar year.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, do you follow Medicare guidelines or your own?
[AGENT][NEUTRAL] Our own guidelines, well, the primary carrier's guidelines.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] A reference number for our call today please.
[AGENT][NEUTRAL] Yes, you can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] All right, thank you for your help I appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.