AccountId: 011433970860
ContactId: f99174f9-cfb9-4f88-ab2c-6a706d6f7df7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168720 ms
Total Talk Time (AGENT): 49342 ms
Total Talk Time (CUSTOMER): 53059 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f99174f9-cfb9-4f88-ab2c-6a706d6f7df7_20250508T15:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Cora Physical Therapy and I was just needing to uh verify benefits for a patient secondary.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] That is 026087997.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII], I just gave you the wrong birth date.
[CUSTOMER][NEUTRAL] I accidentally clicked off of her and onto another one.
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, I have her date of birth as [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said outpatient physical therapy benefits, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so effective [PII], the policy is current. Let me get our benefits pulled up. One moment.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy. Uh, for her outpatient benefits, she has a $7000 covered person per calendar year benefit payable.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And will she have a copay or co-insurance or anything?
[AGENT][NEUTRAL] No, it just, it pays whatever primary insurance doesn't process, like co-insurance deductible, this plan will pay up to $7000 per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. All right, well then if I could just have your name one more time and then a reference number for the call.
[AGENT][NEUTRAL] Uh, my name is [PII], and the reference number is my name plus today's date.
[CUSTOMER][POSITIVE] All right well thank you so much for looking at that for me and I hope you have a great rest of your day.
[AGENT][POSITIVE] Thanks for calling APL. I hope you do too.
[CUSTOMER][POSITIVE] Thanks bye.