AccountId: 011433970860
ContactId: dbf36877-d636-4a43-8d51-06b600ff5179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189990 ms
Total Talk Time (AGENT): 67643 ms
Total Talk Time (CUSTOMER): 74172 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/dbf36877-d636-4a43-8d51-06b600ff5179_20250421T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just wanted to know, um, um, if, uh, something is covered under.
[CUSTOMER][NEUTRAL] Um, our plan.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I have a card here and it just, it shows me a group, yeah, group number.
[AGENT][NEUTRAL] Uh, it should be a policy certificate number.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Uh, it's usually in the bottom left hand corner, certificate number.
[CUSTOMER][NEUTRAL] Oh, certificate number, OK. 019.
[CUSTOMER][NEUTRAL] 310
[CUSTOMER][NEUTRAL] 74
[CUSTOMER][NEUTRAL] ML, there's a 7 and there's an 8.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just need a few pieces of information. What was your birth date, [PII]?
[CUSTOMER][NEUTRAL] Um, so my husband is the insured.
[CUSTOMER][NEUTRAL] Do you need his name instead of mine? Yeah. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's his name?
[AGENT][NEUTRAL] OK, and the birth date?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Yeah, birthday is um [PII].
[AGENT][NEUTRAL] And then what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And last thing, just a callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. And how can I help you today?
[CUSTOMER][NEUTRAL] Um, I wanted to know if, um, physical therapy is, um,
[CUSTOMER][NEUTRAL] Covered
[AGENT][NEUTRAL] OK, let me check. Um, let's see.
[AGENT][NEUTRAL] This is not a guarantee of payment, it's a basic outline of your policy.
[AGENT][NEUTRAL] Um, so for physical therapy, pulling that up. Just give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for this um plan, you have a $5000 per covered person per calendar year payout.
[AGENT][NEUTRAL] And that's gonna be for physical therapy, um, in an outpatient hospital or physical therapy facility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it is covered?
[AGENT][NEUTRAL] Yes, so this is, this is a secondary policy, so your, your primary insurance has to process first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And whatever is left over, it would apply.
[CUSTOMER][NEUTRAL] Yeah. So it, that, yeah, so that's, that's done already. So can I, can I tell them, then to just submit the claim to you?
[AGENT][NEUTRAL] Yes, if your primary is already paid, yeah, let them know, submit that to us along with the primary EOB.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Great. OK, thank you so much.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.