AccountId: 011433970860
ContactId: 80e56a76-28dc-4f43-a147-ea8cf56437e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160649 ms
Total Talk Time (AGENT): 55449 ms
Total Talk Time (CUSTOMER): 38280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/80e56a76-28dc-4f43-a147-ea8cf56437e6_20250127T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Select Disco Therapy. I need to verify benefits for a patient.
[AGENT][POSITIVE] Yeah, I can check benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I see, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. It's 02064141. For [PII].
[AGENT][NEUTRAL] OK. Thank you. Uh, do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK perfect thank you so much for verifying that information. So this policy is active. Effective date was [PII], and I'm sorry, did you say we were needing to check uh physical therapy benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient physical therapy.
[AGENT][NEUTRAL] Got it. OK, thank you. One moment, please. Let me get that pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, bear with me just a moment. I appreciate your patience.
[CUSTOMER][POSITIVE] Sure. Sure, sure, no problem.
[AGENT][NEUTRAL] All right. Um so I will let you know of course that verification of coverage is not a guarantee of payment for claims. This policy does not cover uh physical therapy treatment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will let you know. Thank you so much for your help, OK?
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be all for today. Thanks.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.