AccountId: 011433970860
ContactId: e2249952-b8cf-4b93-8538-5ba69f92d259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147899 ms
Total Talk Time (AGENT): 69638 ms
Total Talk Time (CUSTOMER): 48352 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e2249952-b8cf-4b93-8538-5ba69f92d259_20250502T18:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Pinecrest Physical Therapy South. I wanna check in secondary benefit for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with benefits, and I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] right
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02450205 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] on.
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, let me go ahead and pull the benefits and you said you need benefits for physical therapy, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And bear with me, I'm waiting on the paperwork to pull up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this one does cover physical therapy. This is subject to the outpatient maximum, which is 750 per calendar day.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Covers up to 750 per day.
[AGENT][NEUTRAL] Per day, per day. Mhm.
[CUSTOMER][NEUTRAL] And can I get a reference card number for that please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you would like. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, spelling of your name.
[AGENT][NEUTRAL] Sure, that's [PII] [PII].
[CUSTOMER][POSITIVE] Perfect, and that would be it.
[AGENT][POSITIVE] OK, thank you for calling ATO. Have a good afternoon. Good weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.