AccountId: 011433970860
ContactId: 32dd835e-9b99-4dcb-82cd-9e4797f0deb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96760 ms
Total Talk Time (AGENT): 56590 ms
Total Talk Time (CUSTOMER): 30929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/32dd835e-9b99-4dcb-82cd-9e4797f0deb3_20250122T21:02_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] and I wanted to check uh my patients benefits for physical therapy.
[AGENT][NEUTRAL] I can help with uh benefits. What's that policy number, please?
[CUSTOMER][NEUTRAL] I have 01802752 ML 8.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I do apologize. My phone is cutting in and out. Do you mind telling me that number again? I do apologize. I'm sorry, 01.
[CUSTOMER][NEUTRAL] 0180.
[CUSTOMER][NEUTRAL] 2752 ML 8.
[AGENT][NEUTRAL] Thank you. I don't know what my phone is going through today. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have [PII], [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please, ma'am, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII], um, let's see here.
[AGENT][NEUTRAL] 2819, it is active. Now, for physical therapy, we will pick up the deductible, co-payment or co-insurance from their major medical up to $1500 per calendar year. That is just a verification of the benefits, not a guarantee of payment, but uh it does cover physical therapy and that is what we will do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know. Could I please have a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference and if there's nothing else I can help with, and thank you very much for contacting API. You have a good afternoon.