AccountId: 011433970860
ContactId: 47062a39-8213-41e7-96ff-f8b44967b34d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131449 ms
Total Talk Time (AGENT): 36616 ms
Total Talk Time (CUSTOMER): 56958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/47062a39-8213-41e7-96ff-f8b44967b34d_20250320T18:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] So here
[CUSTOMER][NEUTRAL] Yes, hi. I was calling for personal health outpatient rehab about a mutual patient trying to get their physical therapy limit, visit limit.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] working on.
[AGENT][NEUTRAL] OK [PII], I can help you with the physical therapy benefit um what's a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's my direct line.
[AGENT][NEUTRAL] OK. And what is the patient's, um, policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Would that be the group number, the APL?
[CUSTOMER][NEUTRAL] Well, here, I got 0179.
[AGENT][NEUTRAL] Uh, there should be like a policy or
[CUSTOMER][NEUTRAL] I see something says subscriber ID.
[AGENT][NEUTRAL] Yeah, what's that?
[CUSTOMER][NEUTRAL] 01797681
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 10182. 0, they don't cover it. He's definitely.
[CUSTOMER][NEUTRAL] He said that they don't go down. You get them again but they told me.
[AGENT][NEUTRAL] OK thank you um it looks like you'll need to contact Web CPA for benefits.
[AGENT][NEUTRAL] And I can give you that number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, their number is 866.
[CUSTOMER][NEUTRAL] that things.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] You don't want
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.