AccountId: 011433970860
ContactId: e5cbf4ca-c3ed-4932-93b5-1f2ea236027c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285029 ms
Total Talk Time (AGENT): 108360 ms
Total Talk Time (CUSTOMER): 58451 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e5cbf4ca-c3ed-4932-93b5-1f2ea236027c_20250312T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling from Dade Physical Therapy. I need to find out if this member has, uh, physical therapy benefits under their policy.
[AGENT][NEUTRAL] OK, I can help you with benefits, Miss [PII]. Can I please get your callback number?
[CUSTOMER][NEUTRAL] [PII] and I'm sorry I did not capture your name.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] You're welcome. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So it's [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] Her policy is 02337183ML8.
[AGENT][NEUTRAL] OK, let me look her policy up real quick.
[AGENT][NEUTRAL] OK, I do show that she uh does have an active policy. Her effective date is [PII], and I'm going to need to pull up her policy certificate.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that I can look and see if she has physical therapy benefits.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] It's no problem at all.
[AGENT][NEUTRAL] Just gonna have to give it a little time to load.
[CUSTOMER][NEUTRAL] That's OK. You're breaking up. I don't know if it's your head piece or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy load and let me just look through and see if I can find physical therapy for this patient.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, yes ma'am. Physical therapy is, and this is just to verify benefits, it's not a guarantee of payment. Physical therapy is on this patient's policy, um, in an office center or clinic in which a licensed physical therapist provides physical therapy.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK, and what is your limit for the year and does she have anything available?
[AGENT][POSITIVE] Yes, I can check that for you real quick.
[AGENT][NEUTRAL] OK, she has an outpatient calendar year benefit amount of $1000.
[AGENT][NEUTRAL] And let me see if she's used anything for the year of [PII].
[CUSTOMER][NEUTRAL] That's to assisting copays and thing and deductibles, right?
[AGENT][NEUTRAL] Right, deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] And nothing has been used for the year of [PII], so she still has her benefits.
[CUSTOMER][NEUTRAL] Thank you. OK, can I have a reference number?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK great [PII] thank you so much.
[AGENT][POSITIVE] You're welcome Miss [PII] you have a wonderful day is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that, that's it. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Thanks for calling APL. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] OK bye bye.