AccountId: 011433970860
ContactId: 71039d30-bbe9-456a-a84c-1270cf22da1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218770 ms
Total Talk Time (AGENT): 79294 ms
Total Talk Time (CUSTOMER): 52092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/71039d30-bbe9-456a-a84c-1270cf22da1e_20250122T13:30_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Pinecrest Physical Therapy South. Um, I'm trying to check if one of my patients has, um, PT benefits on her plan.
[AGENT][NEUTRAL] OK, I can assist you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02451543 M like Mary L like uh-huh uh-huh.
[AGENT][NEUTRAL] And I get
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I don't know if you need the last three, it's ML 8.
[AGENT][NEUTRAL] We, yeah, we don't, just the numbers before the M will be fine. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for that information and you're wanting to verify physical therapy is covered under the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we show an effective date of [PII]. Policy is active at this time.
[AGENT][NEUTRAL] And give me one moment, let me pull up the policy.
[AGENT][NEUTRAL] One moment, still looking.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, so I do show according to the policy physical therapy can be considered under the outpatient benefit which is up to $500 per calendar day.
[AGENT][NEUTRAL] And the information provided is vacation, not a guarantee of payment. And did you have any other questions, [PII]? I can help today?
[CUSTOMER][NEUTRAL] Um, yes, I have two claims addresses. Can you just tell me which one to send her claims to?
[AGENT][NEUTRAL] It should be PO Box 248,950 [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Which other one did you have? Or do you have?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] PO Box 925 [PII].
[AGENT][NEUTRAL] OK, it's been updated that one is no longer valid?
[AGENT][NEUTRAL] For claims.
[CUSTOMER][NEUTRAL] Oh got it OK OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] No, can I just have a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference. T as in Tom, O N Y A, first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help today, [PII]. Hope you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK