AccountId: 011433970860
ContactId: 8c459878-355c-4c00-b537-701bd4e467b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68970 ms
Total Talk Time (AGENT): 14461 ms
Total Talk Time (CUSTOMER): 15591 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8c459878-355c-4c00-b537-701bd4e467b7_20250605T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Excel Rehab and Sports. I need to verify benefits for uh physical therapy done in an office setting, please.
[AGENT][NEUTRAL] OK, I can check those physical therapy benefits for you. Um, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Hello.