AccountId: 011433970860
ContactId: 2168b139-830e-4dad-aa50-6ec7da20b07f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456299 ms
Total Talk Time (AGENT): 63231 ms
Total Talk Time (CUSTOMER): 76841 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2168b139-830e-4dad-aa50-6ec7da20b07f_20250416T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, we're currently treating a patient for physical therapy, and we were told that she only gets 5 visits per calendar year. Um, I was just trying to confirm that that actually is a reality and that there's no other ways to have her continue with physical therapy.
[AGENT][POSITIVE] OK, I can help you with that. uh, can I get your name and a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have her policy number?
[CUSTOMER][NEUTRAL] I do it is.
[CUSTOMER][NEUTRAL] D41203549
[AGENT][NEUTRAL] And it, the card says APL on there?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It says APL on it correct.
[AGENT][NEUTRAL] And there's, is there a policy er number or?
[CUSTOMER][NEUTRAL] Yeah, sorry, 02592661.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And her name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. And hold just a moment while I pull it up.
[CUSTOMER][NEUTRAL] Let's go stomach and hip extension, same weight.
[AGENT][NEUTRAL] OK, and you were calling about uh benefits, is that correct?
[CUSTOMER][NEUTRAL] I guess so and yes if it is true that she would only get 5 visits, which I'm not sure what would ever do for her, it how or if we can get more.
[AGENT][NEUTRAL] OK, uh, I will need to put you on hold for just a moment and connect you with our claims department who can help you with that. Um, is there anything else I can help you with in customer service before I transfer you, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No, I don't believe so.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day and hold and I'll connect you with clients.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you doing today?
[AGENT][NEUTRAL] I'm good. Um, I have a provider on the phone calling for benefits.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine you can send them my way. Do you have the policy number?
[AGENT][NEUTRAL] I do. It's 02592661.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, was she verified already?
[AGENT][NEUTRAL] Uh, verified her name and date of birth, and the guy that's on the phone is [PII].
[AGENT][NEUTRAL] He's a provider.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], uh