AccountId: 011433970860
ContactId: f5c081ed-8d4f-41f6-a72d-14709c91eda2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165139 ms
Total Talk Time (AGENT): 64413 ms
Total Talk Time (CUSTOMER): 66657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/f5c081ed-8d4f-41f6-a72d-14709c91eda2_20250207T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a physical therapy clinic. I'm calling because I have a patient that is scheduled for an evaluation, and she has American Public Life as her secondary insurance policy, so I just wanted to check to see if we're in network, um, and that this gap insurance would cover.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, of course, the best callback number is [PII] and give me just a second to get the policy number.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the policy number, I have, I have 140.
[CUSTOMER][NEUTRAL] 4110.
[CUSTOMER][NEUTRAL] The letter M as in Mary, the letter L as in Larry, and the number 8.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Um, I'm calling on behalf of [PII], last name [PII], and her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. The correct uh the policy is 01.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 79.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 79
[AGENT][NEUTRAL] 26
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01797926
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for that policy, the effective date is showing [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for the end of out of network, this policy is not a major medical, so you would get that from the primary insurance.
[AGENT][NEUTRAL] And then for physical therapy, verification of coverage does not guarantee the payment of the claim. This member has up to $750 per calendar year, which will go towards the physical therapy for this member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And do you have any sort of reference number or anything?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII], for your help. That's all I needed for today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye.