AccountId: 011433970860
ContactId: f8b2f532-ac7a-4df8-9674-e8d3ae7b6d10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174389 ms
Total Talk Time (AGENT): 80144 ms
Total Talk Time (CUSTOMER): 45962 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f8b2f532-ac7a-4df8-9674-e8d3ae7b6d10_20250624T21:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, we have a patient here that you guys are his secondary, and we just know, wanted to know if you covered his primary insurance benefits for physical therapy.
[AGENT][NEUTRAL] Physical therapy? Sure, I can assist you with that information. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility for my notes, Miss [PII]?
[CUSTOMER][NEUTRAL] Extreme sports medicine and rehabilitation.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 01887382 ML8
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], the date of birth is [PII].
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK, let me check and see if he has a physical therapy benefits. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And it's gonna be one minute. I'm waiting on the documents.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, outpatient.
[AGENT][NEUTRAL] OK, uh, we do cover physical therapy and that is subject to the outpatient maximum which is 1000 per person per calendar year.
[CUSTOMER][NEUTRAL] OK, and has he used any of it?
[AGENT][NEUTRAL] I can check for you. OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, for [PII], he, he has only used $138.85 as of today.
[CUSTOMER][NEUTRAL] $180?
[AGENT][NEUTRAL] $138.85.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Yeah, OK. Well, thank you for calling APO. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.