AccountId: 011433970860
ContactId: 64940102-b23c-4843-abf5-1212c355b791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155910 ms
Total Talk Time (AGENT): 66554 ms
Total Talk Time (CUSTOMER): 44952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/64940102-b23c-4843-abf5-1212c355b791_20250110T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling in regards to this patient's benefits for outpatient physical therapy.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits for outpatient physical therapy. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII] The initial to my last name is [PII]
[AGENT][POSITIVE] Thank you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 02567206.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, this is for [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Let me look at the benefits and see if we cover physical therapy. Um, this is one of our limited hospital indemnity plans. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see what we cover.
[AGENT][NEUTRAL] For this one.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so this one doesn't have physical therapy benefits?
[CUSTOMER][NEGATIVE] OK, and there's no physical therapy benefits with this policy at all.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get your name and a reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] All right, thank you so much, so you have a great weekend.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] No.