AccountId: 011433970860
ContactId: da2fab14-b782-472d-a42e-63018fc82dc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142059 ms
Total Talk Time (AGENT): 57627 ms
Total Talk Time (CUSTOMER): 31427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/da2fab14-b782-472d-a42e-63018fc82dc9_20250612T12:59_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from Homestead Physical Therapy, and I'm just trying to see, um, what the physical therapy coverage is for a patient.
[AGENT][POSITIVE] OK, I'm happy to take a look. Do we have their policy number?
[CUSTOMER][POSITIVE] I do, yes.
[CUSTOMER][NEUTRAL] It's 01611572 ML8.
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] And then we are the members secondary insurance. So generally this covers deductible, co-pay, co-insurance that the primary does not. Let me just see if physical therapy is on.
[AGENT][NEUTRAL] Uh, listed on here or not.
[AGENT][NEUTRAL] OK, so it looks like under the covered charges, unfortunately, it does not include physical therapy. So it doesn't look like it's anything that this is gonna pick up.
[CUSTOMER][NEUTRAL] OK, so there's no physical therapy coverage.
[AGENT][NEUTRAL] Not that I see correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mm you too bye bye.
[AGENT][NEUTRAL] Bye bye.