AccountId: 011433970860
ContactId: 452c439d-c86a-45f5-bfc2-5abce73996a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103889 ms
Total Talk Time (AGENT): 46476 ms
Total Talk Time (CUSTOMER): 35388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/452c439d-c86a-45f5-bfc2-5abce73996a0_20250327T18:23_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I was just calling because I just need to verify a patient's benefits for physical therapy.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Of course it's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02585847 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] All right, sorry.
[CUSTOMER][NEUTRAL] The patient.
[AGENT][NEUTRAL] You said inpatient?
[CUSTOMER][NEUTRAL] Outpatient, sorry.
[AGENT][NEUTRAL] Oh, outpatient. I'm showing, I'm showing the outpatient calendar, your maximum is $2500.
[CUSTOMER][NEUTRAL] And has any been accumulating?
[AGENT][NEUTRAL] No, he hasn't used any, he has a full amount available.
[CUSTOMER][POSITIVE] Perfect, can I have your name please and if there's a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.