AccountId: 011433970860
ContactId: fb7153ed-f2f4-4235-a9d3-8b86c427d86b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123050 ms
Total Talk Time (AGENT): 64609 ms
Total Talk Time (CUSTOMER): 46238 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/fb7153ed-f2f4-4235-a9d3-8b86c427d86b_20250205T16:23_UTC.wav
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[AGENT][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Oakdale Physical Therapy Services. I was calling to get some benefits and eligibility on a patient.
[AGENT][POSITIVE] Sure [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can I have that [PII]
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] And what we're needing?
[CUSTOMER][NEUTRAL] Yes, 1451412.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] [PII] yeah [PII] [PII].
[AGENT][NEUTRAL] This policy has been active since.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits for physical therapy. This outpatient benefit is $1000 per calendar year, and this is not a guaranteed benefit, it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has he used any?
[AGENT][NEUTRAL] He has not utilized any of his benefits for [PII], [PII].
[CUSTOMER][NEUTRAL] OK, so it just, uh, it just pays up to $1000 and that and that's just.
[CUSTOMER][NEUTRAL] No prior authorization, no visit limit, just $1000. OK. The uh mailing address is gonna be the [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um, unfortunately our address has changed. It's been changed for a while, so let me know when you're ready to verify it. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes. And it's [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you much, ma'am.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks