AccountId: 011433970860
ContactId: ff26a26c-359c-49e2-a327-eb27d4bbd3c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169259 ms
Total Talk Time (AGENT): 80098 ms
Total Talk Time (CUSTOMER): 40387 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ff26a26c-359c-49e2-a327-eb27d4bbd3c9_20250129T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from [PII]. I just need to verify, um, outpatient physical therapy benefits for a patient in eligibility, please.
[AGENT][NEUTRAL] All right, [PII], yeah, let's take a look. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02474075.
[AGENT][POSITIVE] All right, thank you so much. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII].
[AGENT][NEUTRAL] And we are the secondary insurance, so it does cover deductible, co-pay, and co-insurance. The primary does not.
[AGENT][NEUTRAL] I can double, let me double check and see if it will cover um physical therapy and any sort of office visit fee here. Just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like physical therapy is covered in an office center or clinic with a physical therapist. It just does not cover any sort of office visit fee is the only thing that says it's not included.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And this would be outpatient, so um is that still included in that benefit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely, and it looks like the um outpatient, let's see, benefit maximum for the calendar year on their plan is $8050.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call today?
[AGENT][NEUTRAL] Absolutely, that's my name with my last initial then today's date. My name again is [PII] and that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] All right I appreciate your help, sir. You have a good day.
[AGENT][NEUTRAL] You too, [PII], bye bye.
[CUSTOMER][NEUTRAL] Bye bye