AccountId: 011433970860
ContactId: ed4a5972-3891-44aa-9f36-361c17d2a497
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261019 ms
Total Talk Time (AGENT): 95454 ms
Total Talk Time (CUSTOMER): 110351 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ed4a5972-3891-44aa-9f36-361c17d2a497_20250414T16:49_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] [PII], my name is [PII]. I'm with Jenny Stewart Rehab Physical Therapy. And what did you said your American public life, is that what you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, I'm checking on a benefit for patients.
[CUSTOMER][NEUTRAL] And I don't, I'm not familiar with this insurance at all. I'm checking to see if it covers physical therapy. Can you help me?
[AGENT][NEUTRAL] Yes, ma'am. I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Well, I don't know what the policy number is, um, the number I was, I called a
[CUSTOMER][NEUTRAL] I called another place a minute ago and they gave me this number she said I could give you the name and.
[CUSTOMER][NEUTRAL] Um, date of birth maybe I called 90 degrees is what I called, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, he works at Crown Personnel. I don't know really this card has not much on it.
[AGENT][NEUTRAL] OK. May I have his first and last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEGATIVE] I bet he really does not like that name.
[CUSTOMER][NEUTRAL] It's a he.
[CUSTOMER][NEGATIVE] I'm sure that he doesn't like that and.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment, I'll get this pulled up.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So this is a hospital indemnity plan. It is a limited benefit plan.
[AGENT][NEUTRAL] Let me get this pulled up for you. His policy number will be 02448141.
[AGENT][NEUTRAL] And let me see if this plan provides physical therapy.
[AGENT][NEUTRAL] OK, it looks like.
[CUSTOMER][NEUTRAL] I'm pretty sure.
[AGENT][NEUTRAL] Physical, speech, and occupational, $30 per day, max 4 days per calendar year.
[CUSTOMER][NEUTRAL] $30 a visit and only get 4 visits.
[AGENT][NEUTRAL] Correct. And this is a benefit amount, there's no co-pay.
[CUSTOMER][NEUTRAL] Oh, you only pay $30 a visit.
[AGENT][POSITIVE] Correct. And he's responsible for everything else.
[CUSTOMER][NEUTRAL] Is that what pays?
[CUSTOMER][NEUTRAL] Or visit for 4 visits. Well, well, he gets $30. He, you y'all pay $30 a visit for 4 visits. Has he used any of those visits? I'm assuming not, OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Let me get this pulled up and see if he's used any.
[AGENT][NEUTRAL] And I'm not showing
[CUSTOMER][NEUTRAL] Because he wasn't very familiar with what was going on.
[AGENT][NEUTRAL] Yes, and I'm not showing he's used any of his 4 visits for [PII].
[CUSTOMER][NEUTRAL] Well, that won't help him out too much. Now does that include the evaluation just whatever toward whatever visit I'm assuming.
[AGENT][NEUTRAL] Correct. Let's see if he does have.
[CUSTOMER][POSITIVE] OK perfect OK.
[AGENT][NEUTRAL] Yeah, it would all fall under that $30.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, I'm sleepy.
[CUSTOMER][NEUTRAL] Oh no, you can probably I'll stay awake the rest of the day. I'm about to fall out. I'm exhausted. OK, thank you.
[AGENT][POSITIVE] I'm sorry, get you some rest, [PII], and thank you for calling American Public Life.
[CUSTOMER][NEGATIVE] Well, I'll tell you what, I feel like I've done work 10 hours in about 4. It's ridiculous, thank you.
[AGENT][POSITIVE] Yes, go take a vacation.
[CUSTOMER][POSITIVE] Uh, I need one. I'll pay the price if I took it though. Thank you, honey. You have a good day. bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. You as well. Bye-bye.