AccountId: 011433970860
ContactId: deafe1ca-cfb9-4721-b6ee-3f2b727618ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121709 ms
Total Talk Time (AGENT): 75592 ms
Total Talk Time (CUSTOMER): 33158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/deafe1ca-cfb9-4721-b6ee-3f2b727618ae_20250102T14:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Pinecrest Physical Therapy South. I'm simply just trying to check a benefit for a patient coming in for physical therapy.
[AGENT][POSITIVE] OK, [PII] you I'd love to help you with that. Do you have their policy number handy?
[CUSTOMER][NEUTRAL] Yes ma'am, I do. It is 02565852.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Your patient is current and active with us. It looks like they have an effective date of [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Said we want to look at physical therapy, correct?
[CUSTOMER][NEUTRAL] Yes, as a secondary benefit, what would they cover?
[AGENT][POSITIVE] OK, yeah, absolutely, um, so.
[AGENT][NEUTRAL] It's gonna be performed outpatient.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, uh, your patient has an outpatient.
[AGENT][NEUTRAL] Calendar year maximum of.
[AGENT][NEUTRAL] $8500. Um, we're, they're secondary, so we're going to help pick up and pay on anything that's applied to their copay, coinsurance or deductible, um, after their major medical, and they do have physical therapy benefits in a physical therapy facility on their policy.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Perfect and all I would need now be a reference call number other than that.
[AGENT][NEUTRAL] And then I
[AGENT][NEUTRAL] You betcha. OK. Um, I do wanna let you know that any benefits I give you over the phone is always just a verification of coverage and never guarantee of payment. But my reference number is my name, [PII], first initial last name, [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Hey my pleasure thank you so much for calling APL you have such a wonderful day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.