AccountId: 011433970860
ContactId: 2b0cf63e-ddf2-4122-84fb-000327f79b99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116290 ms
Total Talk Time (AGENT): 48069 ms
Total Talk Time (CUSTOMER): 38068 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/2b0cf63e-ddf2-4122-84fb-000327f79b99_20250327T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I needed to verify this member has uh physical therapy benefits. Would I be able to give you the ID number?
[AGENT][POSITIVE] Yes, ma'am. I'll be happy to verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh, I have 018126.
[CUSTOMER][NEUTRAL] 65 MLB I'm sorry, ML8.
[AGENT][POSITIVE] Thank you. May I have your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII] and our number here is [PII].
[AGENT][POSITIVE] Thank you. May I have uh
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] So, for physical therapy, they will be under the outpatient calendar year benefit amount of $1000.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] This plan will pick up the co-pays, the co-insurance, and our deductibles up to the $1000.
[AGENT][NEUTRAL] And [PII] still has those benefits available for [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, [PII], I think you answered all my questions. Thank you so much I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.