AccountId: 011433970860
ContactId: db5554bd-87a1-45eb-9da3-a272dcb7e602
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220350 ms
Total Talk Time (AGENT): 55534 ms
Total Talk Time (CUSTOMER): 125434 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/db5554bd-87a1-45eb-9da3-a272dcb7e602_20250207T16:41_UTC.wav
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[AGENT][NEUTRAL] For calling A. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I, um, I have just a general question about a pri um secondary you are secondary to, um.
[CUSTOMER][NEUTRAL] A patient's plan and I just wanted to ask a specific question.
[CUSTOMER][NEUTRAL] Um, the patient name is [PII].
[AGENT][POSITIVE] Good
[CUSTOMER][NEUTRAL] I'm sorry, I can't hear you.
[AGENT][NEUTRAL] May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I'm calling from Carolina Sports Care and Physical Therapy.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] OK, um, let's see here.
[CUSTOMER][NEUTRAL] Just, just one moment.
[CUSTOMER][NEUTRAL] Oops, I just had it, had the patient pull up while I was on hold.
[CUSTOMER][NEUTRAL] Couldn't put in
[CUSTOMER][NEUTRAL] Can I pull it up by something else?
[AGENT][NEUTRAL] The Social security number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] how many minutes.
[CUSTOMER][NEUTRAL] OK, the ID, the, the ID number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, um, this, her primary is Blue Cross Blue Shield and has a high deductible and, um, and visit limit. And so we just needed to know, um, with the visit limit, um, if the 30 visits are max, um, would you pick up thereafter?
[AGENT][NEUTRAL] OK, is this for outpatient you're saying?
[CUSTOMER][NEUTRAL] Yeah, outpatient physical therapy.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It does coordinate with the primary insurance.
[CUSTOMER][NEUTRAL] So if the so if it max you would not cover.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Right, when we hit that maximum.
[AGENT][NEUTRAL] It, um, from the primary you're talking about?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes, from the primary.
[AGENT][NEUTRAL] Right, if the primary doesn't pay, we do not pay.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] That's all I needed to know. OK. And, and what's your name?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your initials to your last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you. That's all I needed to know.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too as well bye.
[AGENT][POSITIVE] Thank you. Bye bye.