AccountId: 011433970860
ContactId: f30b202e-c290-4e10-9e2c-2224cdc81cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145479 ms
Total Talk Time (AGENT): 68072 ms
Total Talk Time (CUSTOMER): 51869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/f30b202e-c290-4e10-9e2c-2224cdc81cd5_20250320T12:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. This is [PII] with Cora Physical Therapy. I have a patient that has this uh um plan as a secondary. I just need to check the eligibility.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 021.
[CUSTOMER][NEUTRAL] 996.
[CUSTOMER][NEUTRAL] 41 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, what's it?
[AGENT][NEUTRAL] OK, thank you. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, [PII].
[AGENT][NEUTRAL] And you're just wanting the effective date and the policy is active?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, I just need to make sure it does cover, pick up any, uh, copays or deductibles from the primary.
[AGENT][NEUTRAL] OK, so the effective date is [PII]. The policy is active at this time, and you said physical therapy, right? Is this in an office or facility?
[CUSTOMER][NEUTRAL] Uh, outpatient rehab facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $200.
[AGENT][NEUTRAL] Her calendar day.
[AGENT][NEUTRAL] And any information provided is verification. It doesn't guarantee payment of a claim. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it you said it covers up to $200 per day.
[AGENT][NEUTRAL] $200 per day, correct.
[CUSTOMER][NEUTRAL] All right. Is there a max?
[AGENT][NEUTRAL] It's $1 maximum per day.
[CUSTOMER][NEUTRAL] Like for the year?
[AGENT][POSITIVE] It's a daily benefit.
[AGENT][NEUTRAL] So that's a daily benefit. she had PT today it's up to 200. If she had PT tomorrow it's up to 200 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, it's not a yearly benefit.
[CUSTOMER][NEUTRAL] All right. OK. And can I have
[CUSTOMER][NEUTRAL] OK, and can I have the initial to your last name?
[AGENT][NEUTRAL] Uh, it's [PII] and you'll use my name in today's date as reference for today's call. And did you have any other questions?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] Alright, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.