AccountId: 011433970860
ContactId: 292121ff-36c2-4bff-92d2-e7178e58072c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126580 ms
Total Talk Time (AGENT): 52508 ms
Total Talk Time (CUSTOMER): 67330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/292121ff-36c2-4bff-92d2-e7178e58072c_20250321T20:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. Initial of my last name is A.
[CUSTOMER][NEUTRAL] Because you need to send them a letter.
[AGENT][NEUTRAL] OK, could I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] It will be [PII]. There's no extension.
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, the policy number will be 01960606ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for verifying the policy and how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm calling in regards of eligibility and benefits for physical therapy outpatient in the office setting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please be advised verifying benefits is not guaranteed payment. The policy has been effective since [PII]. It is still active for outpatient physical therapy in the physician's office. The policy pays up to $7350 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, you said, uh, you mentioned 7350, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and are you able to tell me if they have used any amount or no?
[AGENT][NEUTRAL] At this time, I show $288.71 has been used.
[CUSTOMER][NEUTRAL] OK, thank you, and you mentioned your name was [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what would be the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you provide me the reference number for this call, please?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for helping [PII].
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.