AccountId: 011433970860
ContactId: 15a5e9ee-aefe-406a-8630-678a790ef6d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104089 ms
Total Talk Time (AGENT): 41531 ms
Total Talk Time (CUSTOMER): 40582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/15a5e9ee-aefe-406a-8630-678a790ef6d8_20250116T16:58_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I work with Cora Physical Therapy. I was calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 02460300 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Oh, you gave me that. I meant.
[AGENT][NEUTRAL] What's a good call back number for you, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, a good call back number would be, sorry, I gotta give you the clinics one. Let me see which clinic this is for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Their name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII]. I'm showing the policy effective date is [PII]. Policy is active at this time, and you said that this is for physical therapy?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $750 per calendar day.
[AGENT][NEUTRAL] And this is verification of uh benefits, not a guarantee of payment. And did you have any other questions I can help with today?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Alrighty well thank you for calling APL and have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh bye-bye.