AccountId: 011433970860
ContactId: 0299ea64-6f3f-4e52-89d3-3d5c3488ddac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228809 ms
Total Talk Time (AGENT): 59626 ms
Total Talk Time (CUSTOMER): 53265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0299ea64-6f3f-4e52-89d3-3d5c3488ddac_20250224T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm needing to get eligibility and benefits for a patient please.
[AGENT][NEUTRAL] OK, can I help you in your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Just [PII].
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02587142.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That is [PII] and that is direct.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said it was for tomorrow
[AGENT][NEUTRAL] Pulling up the file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you, I'm sorry, you said you wanted to um reschedule?
[CUSTOMER][NEUTRAL] want to
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Having [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] So that has been rescheduled to this [PII] at [PII]
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] This is for [PII] date of birth of [PII].
[CUSTOMER][POSITIVE] I always wanted.
[AGENT][NEUTRAL] OK, thank you for that information. And [PII], you said that you're checking eligibility and benefits. Is this for service in a doctor's office or outpatient facility?
[CUSTOMER][NEUTRAL] It would be for um physical therapy in the hospital setting.
[AGENT][NEUTRAL] OK. OK, PT.
[AGENT][NEUTRAL] And you said the patient's name is [PII] with the date of birth of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII]. This policy is active at this time?
[AGENT][NEUTRAL] And, uh, physical, physical therapy can be considered under the outpatient benefit which is up to $500 per calendar day.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment. And did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that should be it thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Uh, bye-bye.