AccountId: 011433970860
ContactId: dc67f8cd-3113-4b15-9123-c39949fc154a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141869 ms
Total Talk Time (AGENT): 64786 ms
Total Talk Time (CUSTOMER): 46750 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/dc67f8cd-3113-4b15-9123-c39949fc154a_20250610T18:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling to uh verify benefits on a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. My callback number is [PII]. I'm calling with Results physiotherapy.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. 01866766.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] 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. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient physical therapy.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance process is declined.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes and the full 2000 is available.
[CUSTOMER][NEUTRAL] So, um, and so you.
[CUSTOMER][NEUTRAL] OK, and it does, it does go towards the um.
[CUSTOMER][NEUTRAL] Uh, primary insurance deductible.
[AGENT][POSITIVE] Yes, ma'am, it does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Ma'am, and is there anything else I can assist you with? Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, ma'am, um, is authorization or anything, uh, required?
[AGENT][NEUTRAL] Um, no, since we're a secondary insurance, we go by the primary insurance guidelines, so there's no authorization required with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. All right, thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, ma'am, I appreciate your help. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.