AccountId: 011433970860
ContactId: e72da34b-bc85-4753-9a71-ef3049bebea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254509 ms
Total Talk Time (AGENT): 113800 ms
Total Talk Time (CUSTOMER): 94167 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/e72da34b-bc85-4753-9a71-ef3049bebea7_20250410T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, hi, [PII]. My name is [PII] calling from Cora Physical Therapy to check for uh benefits and eligibility for a patient as a secondary.
[AGENT][POSITIVE] OK, I can help you with the benefits for a patient, Ms. [PII]. Uh, can I please get your callback number, ma'am, just in case the call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Oh yes, it is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII]. Um date of birth is [PII] and uh I have an outpatient benefit cert number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0021554.
[CUSTOMER][NEUTRAL] 89 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She does have a supplemental policy that is billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar your benefit amount of $500 and then she also, I'm sorry, yeah, and she also has an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, make sure I understand that correct. So she has a 500 calendar day.
[AGENT][NEUTRAL] Yes, per calendar day of $500 for outpatient, and that goes towards deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so 500 is the max that.
[CUSTOMER][NEUTRAL] You'll pay.
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then.
[CUSTOMER][NEUTRAL] Alright and um no type of authorization or anything is required, correct?
[AGENT][NEUTRAL] Yes, that's true, um, this isn't the primary so that's not needed.
[CUSTOMER][NEUTRAL] OK alright and is there um.
[CUSTOMER][NEUTRAL] Let me see, can I get the claims mailing address?
[AGENT][NEUTRAL] Yes ma'am, the mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, your phone kept breaking in and out. Let me just repeat what I think I, you said the uh mailing address is [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] [PII]. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome and can I get the initial to your last name and a call reference number?
[AGENT][NEUTRAL] Yes, the initial to my last name is [PII], and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very very welcome. Is there anything else, Miss [PII], I can help you with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Uh, that will be it.
[AGENT][POSITIVE] Alright, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.