AccountId: 011433970860
ContactId: f95db539-5475-441f-90c8-f12ba4e06c50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190380 ms
Total Talk Time (AGENT): 106799 ms
Total Talk Time (CUSTOMER): 67683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f95db539-5475-441f-90c8-f12ba4e06c50_20250523T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, the call got a little cut off when you said your name. Did you say it was [PII] or [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII]. Hi [PII], good morning. My name is [PII]. I was just calling to verify this policy covered physical therapy.
[AGENT][NEUTRAL] OK, I can see if it offers physical therapy benefits. Um, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII] and that's a direct line, no extension.
[AGENT][NEUTRAL] Thank you, and then what was that policy number please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] 9343 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Patient's full name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Um, so this policy actually terminated [PII]. Uh, well, if you'll give me one moment, I'll see if he has one that's active, might just be a different policy number. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so he does have one that is currently active. Uh, let me know when you're ready and I can get you that updated policy number.
[CUSTOMER][POSITIVE] I'm ready, go ahead.
[AGENT][NEUTRAL] OK, that is 0255.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 644-7.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alrighty, and so this one of course is currently active, uh, effective date picked up where that other left off, so [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And if you'll give me one moment, I will take a look at their policy to see if that offers uh physical therapy coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, so under this policy, physical therapy performed in a physical therapy facility is going to be covered under their outpatient benefits. The outpatient benefit is $8700 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so one has not used any of this benefits so far this year.
[CUSTOMER][POSITIVE] Perfect. And [PII], do you guys provide reference numbers for calls?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, um, so my last initial is [PII], was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that was everything thank you so much for your help today.
[AGENT][POSITIVE] Alright, of course, thanks for APO have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.