AccountId: 011433970860
ContactId: 3fc72cca-84ee-4ab6-bb9f-7982a441184a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111000 ms
Total Talk Time (AGENT): 49670 ms
Total Talk Time (CUSTOMER): 40137 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3fc72cca-84ee-4ab6-bb9f-7982a441184a_20250103T14:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. Last name starts with the [PII]. I'm just trying to verify secondary insurance um for physical therapy.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, sure. I can assist you with benefits for physical therapy, Ms [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, 02543929.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. Um, let me check and see if I find a new policy because this one is terminated, OK, one moment.
[CUSTOMER][POSITIVE] Oh OK, that's OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I did not find any new policy. Um, this policy was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, that's fine. I'll contact the patient thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it thanks.
[AGENT][POSITIVE] OK, thank you for calling APO. You're welcome. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm