AccountId: 011433970860
ContactId: fd709b33-5403-4c37-b7f1-41e453a62acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155919 ms
Total Talk Time (AGENT): 70461 ms
Total Talk Time (CUSTOMER): 41440 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/fd709b33-5403-4c37-b7f1-41e453a62acd_20250505T13:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, hello thank you so much for picking up my call. My name is [PII] and I was calling to verify benefits for physical therapy with you guys.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Of course it will be [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02550793.
[AGENT][NEUTRAL] OK, now, thank you. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and for physical therapy, let's see.
[AGENT][NEUTRAL] That is covered at 3000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Is there any um limitation on the visits or anything of the sort?
[AGENT][NEUTRAL] Um, no, ma'am. Just the 3000 per calendar year and the full 3000 is available. No benefits have been used so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect and then um can I please get the reference number for today's call?
[AGENT][NEUTRAL] Um yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was all thank you so much have a beautiful one, OK?
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] Bye.