AccountId: 011433970860
ContactId: 1236b3ba-ada3-4ce3-83df-b8446061c717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119839 ms
Total Talk Time (AGENT): 46910 ms
Total Talk Time (CUSTOMER): 55397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1236b3ba-ada3-4ce3-83df-b8446061c717_20250404T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from ATI Physical Therapy to verify the physical therapy benefits and eligibility.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] With eligibility and benefits, [PII], can I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, one moment, please.
[AGENT][POSITIVE] Yes sir, take your time.
[CUSTOMER][POSITIVE] Yeah, thank you, uh.
[CUSTOMER][NEUTRAL] The members only.
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is uh [PII] and the date of birth is [PII]. And the member ID is uh D as in Delta, number 43722079.
[AGENT][POSITIVE] Transfer you on over to IMA so that they can help you with the benefits um of this patient. I'm gonna give you that phone number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would choose option one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome but I'm gonna transfer you now. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you, sir. Thanks for calling APL you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Yeah, you too. Bye-bye. Take care.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you for if you would like.