AccountId: 011433970860
ContactId: 80759789-70fa-4484-a18b-423f8fcf4006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163410 ms
Total Talk Time (AGENT): 71538 ms
Total Talk Time (CUSTOMER): 76871 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/80759789-70fa-4484-a18b-423f8fcf4006_20250212T17:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for Cora Physical Therapy for benefit information.
[AGENT][NEUTRAL] OK, I can help you with that. [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Is the policy number is.
[CUSTOMER][NEUTRAL] Is it 0801?
[AGENT][NEUTRAL] Could I, could you say that one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Of of.
[CUSTOMER][NEUTRAL] 60 is a pay your ID.
[AGENT][NEUTRAL] No, not the payer ID it's the uh the certificate number.
[CUSTOMER][NEUTRAL] A group number?
[CUSTOMER][NEUTRAL] OK, certificate number and hospital benefit certificate number outpatient benefit, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02424.
[CUSTOMER][NEUTRAL] 712.
[CUSTOMER][NEUTRAL] M like Mary, L like Louise, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] there be is uh yes give me one second it's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you said you're calling for physical therapy benefits?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. The policy's been effective since [PII]. It is still active for outpatient benefits, it pays up to $4500 a calendar year. I show he has the full amount available for [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] It is 4000.
[AGENT][NEUTRAL] 4500.
[CUSTOMER][NEUTRAL] OK, you said 45,500. OK, it's applied for physical therapy?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It does apply for physical therapy.
[CUSTOMER][NEUTRAL] OK, can you give me a reference number for this call, please?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] HIA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, OK, and today's day, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much have a nice day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.