AccountId: 011433970860
ContactId: f281464b-112a-4e12-9f65-5bc5bb350f49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159589 ms
Total Talk Time (AGENT): 75481 ms
Total Talk Time (CUSTOMER): 48572 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f281464b-112a-4e12-9f65-5bc5bb350f49_20250131T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify benefits on the location.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and call back number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 02066377 ML8.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and just let me advise you the verification of coverage. It does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her new number is 02462340.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, yes, it's for, uh, physical therapy office visit.
[AGENT][NEUTRAL] OK, for um physical therapy, we cover up to $400 per day. And that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Per day after primary, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Is there like a mac per year?
[AGENT][NEUTRAL] Um, no, because this is set up, um, for daily benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So each time the patient comes in we build the primary and then once we send it to the secondary you'll cover up to $400 per day for that service.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Great, do you have a reference number for this call?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] last [PII] [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.