AccountId: 011433970860
ContactId: f3b3ada6-4f59-4a53-9f0a-f6563974698e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125699 ms
Total Talk Time (AGENT): 48375 ms
Total Talk Time (CUSTOMER): 40748 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/f3b3ada6-4f59-4a53-9f0a-f6563974698e_20250521T18:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, can I check on some benefits, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I check on some benefits please?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02164598
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment, and you show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, it's outpatient, um, and this is a secondary to primary United Healthcare, correct?
[AGENT][NEUTRAL] Yes, we're secondary.
[CUSTOMER][NEUTRAL] OK. Um, it's outpatient it's for physical therapy.
[AGENT][NEUTRAL] OK, I do show that will fall under the outpatient calendar year maximum of $3400.
[CUSTOMER][NEUTRAL] So what will it, will it pick like sure, um, primary has a $15 copays, will it pick that up?
[AGENT][NEUTRAL] Correct, we pay up to $3400 per calendar year. She's only used.
[CUSTOMER][POSITIVE] Up to 3400, perfect.
[AGENT][NEUTRAL] She's only used $47.81 of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and did you say your name was [PII]?
[AGENT][NEUTRAL] [PII] last [PII] is [PII]. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Oh, that's it, [PII] thanks for your help. I appreciate it.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.