AccountId: 011433970860
ContactId: 4010dda7-e104-4667-ae8b-713da1462874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126000 ms
Total Talk Time (AGENT): 52388 ms
Total Talk Time (CUSTOMER): 59141 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/4010dda7-e104-4667-ae8b-713da1462874_20250110T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Pinecrest Physical Therapy, so I've been trying to check a secondary benefit for a patient.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is one pardon me.
[CUSTOMER][NEUTRAL] It is 139-0388 M as in Mary, L as in Lima 8.
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII].
[AGENT][NEUTRAL] What's the patient's name?
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then. Yes, physical therapy benefits. And then in.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to the deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For outpatient, we'll pay up to $250 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And can I get a reference call number please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEUTRAL] And your name one more time for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect and that'd be it. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APR. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.