AccountId: 011433970860
ContactId: 41492395-3bb1-4d4b-bc95-5f9bb62c709e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111500 ms
Total Talk Time (AGENT): 54089 ms
Total Talk Time (CUSTOMER): 38348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/41492395-3bb1-4d4b-bc95-5f9bb62c709e_20250211T20:07_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, good afternoon, um, I was just calling because I just needed to verify a patient's benefits for physical therapy.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and the number is gonna be 02100309ML8.
[AGENT][NEUTRAL] I do apologize. Can you please repeat that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 02100309 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. Physical therapy is allowed under the outpatient calendar year benefit amount of $7350.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And has any been accumulated yet?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] No, but if it has been applied for [PII].
[CUSTOMER][NEUTRAL] And is the effective date [PII]?
[AGENT][NEUTRAL] Let's see, this plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have your name and this reference number please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] So [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You bye.