AccountId: 011433970860
ContactId: dfcb40f5-f096-43d8-9328-7e07bb36225c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134419 ms
Total Talk Time (AGENT): 58258 ms
Total Talk Time (CUSTOMER): 49797 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/dfcb40f5-f096-43d8-9328-7e07bb36225c_20250617T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, we have a patient coming in for physical therapy, and he had Blue Cross Blue Shield, but then he has the APL for a secondary. Um, what, does anything cover under a secondary with this or is this like a Medicare, Medicaid plan?
[AGENT][NEUTRAL] I'll be happy to verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] You sure can. The policy number is 02501730.
[AGENT][POSITIVE] I have a good callback number for you?
[CUSTOMER][NEUTRAL] Area code [PII] and that would be a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Uh, he is [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] Let me get this pulled up.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] So it looks like this plan has a future term date of [PII].
[AGENT][NEUTRAL] And there is no active policy showing on here, but please be advised that verification of coverage does not guarantee the payment of a client.
[AGENT][NEUTRAL] So, this plan will pick up the copays, the co-insurance, and our deductibles. So for outpatient, it will pick up 3500 for the physical therapy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And let's see if I have where to send the claims to. OK, yeah, I got that. OK, perfect. Thank you. That's what I needed to know.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling. Yes, ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you. No, you have a good day.
[AGENT][POSITIVE] [PII], thank you for