AccountId: 011433970860
ContactId: fcd935f3-f7d6-420d-a49d-d217a61d9828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178350 ms
Total Talk Time (AGENT): 77872 ms
Total Talk Time (CUSTOMER): 55699 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/fcd935f3-f7d6-420d-a49d-d217a61d9828_20250408T16:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] And then I wanted to find out for physical therapy if I have coverage on that, and if I do how many.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] Oh, [PII] and [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's um
[CUSTOMER][NEUTRAL] The group number or the benefit certification number?
[AGENT][NEUTRAL] Benefit certification number.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 01816 M as in Mary, L as in Larry number 7.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that, would that be Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you wanted to know if physical therapy was covered?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. Any benefits given over the phone is not a guarantee of payment, but yes, ma'am, physical therapy is covered under this policy. It coordinates with your primary insurance, whatever your primary applies to your deductible, co-pay, or co-insurance.
[AGENT][NEUTRAL] We'll pay up to
[AGENT][NEUTRAL] 2500 per calendar year.
[CUSTOMER][NEUTRAL] For physical therapy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, do you know um
[CUSTOMER][NEUTRAL] How much is usually? Like how many visits would that be?
[AGENT][NEUTRAL] Um, that I'm not sure. It just depends on what your primary applies to your deductible co-pay or co-insurance. We'll just pay up to $2500 so I'm not sure what the visits are.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, so 2500. OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.