AccountId: 011433970860
ContactId: 8f309267-05d4-4148-9458-00761f8c9474
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318589 ms
Total Talk Time (AGENT): 135927 ms
Total Talk Time (CUSTOMER): 105146 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/8f309267-05d4-4148-9458-00761f8c9474_20250408T13:29_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Ayai like.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, um, good morning. Yeah, I'm calling for physical therapy benefits. Can you help me with this?
[AGENT][NEUTRAL] You're calling about your physical therapy benefits.
[CUSTOMER][NEUTRAL] Um, I'm a provider and I'm calling for um benefits on behalf of the patient.
[AGENT][NEUTRAL] OK, you're a provider. Can I have your name, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you, ma'am. All right, do you have a policy number and I can help you with this?
[CUSTOMER][NEUTRAL] Yeah, I'm actually calling for physical therapy benefits in an office setting rendered by a specialist.
[AGENT][NEUTRAL] OK. Do you have a policy number for the insured, for the patient?
[CUSTOMER][NEUTRAL] Yeah, yeah, I, yeah, I do have that with me uh the number is.
[CUSTOMER][NEUTRAL] 02332588, the letter M for Mary, L for Lima, and the number 8.
[AGENT][NEUTRAL] Thank you. Give me just a moment while I pull that information up and we'll do a quick verification.
[AGENT][NEUTRAL] All right, what is the name of the patient?
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] I'm sorry, I was on mute. The name of the patient is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] This may
[AGENT][NEUTRAL] Thank you, ma'am. All right. And do you by chance, do you by chance have the address for the patient?
[CUSTOMER][NEUTRAL] The address I have is [PII].
[AGENT][NEUTRAL] And let's see what we have here. And so you're calling for the physical therapy benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But [PII]
[CUSTOMER][NEUTRAL] Uh, yes, correct. But yeah, but I need the office setting rendered by a specialist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, so what I'm going to do now is, uh, uh, physical therapy benefits by a specialist, OK?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] All right. Give me one moment. What I'll do is place you through to the uh the benefits department. They can assist you better with that.
[AGENT][NEUTRAL] Um, is there anything that I can assist you with before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, nothing else.
[AGENT][POSITIVE] Thank you for calling API. You have a wonderful day. Give me just a moment while I provide them with the information. And, uh, again, thank you for calling API. You have a wonderful day. One moment, please.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, Ms. [PII]. This is [PII] in customer service. How are you, dear?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm good, honey. I'm good. And uh I have a provider on the phone. Her name is [PII] and it's just the letter [PII], so I guess that's her last name. Anyway, she is calling, uh, I forgot to verify her phone number. She is calling on policy number 233.
[AGENT][NEUTRAL] 2588.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, participant #2.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can we verify the date of birth and address?
[AGENT][NEUTRAL] And what she is needing is physical therapy benefits for a specialist.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one second, let me pull that up.
[AGENT][NEUTRAL] Certainly, certainly, certainly.
[CUSTOMER][NEUTRAL] Where's the differences.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] My gosh, these allergies have me sounding crazy.
[AGENT][NEGATIVE] It's horrible. Oh my goodness.
[CUSTOMER][NEGATIVE] I hold in my throat. I'm like, oh, it's terrible. OK, let me see. Physical therapy, specialist office. Mm OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You ready for
[AGENT][POSITIVE] I did verify the benefits. OK, honey, thank you.
[CUSTOMER][POSITIVE] Mhm I'm ready.
[CUSTOMER][POSITIVE] All right, you're welcome.
[AGENT][POSITIVE] Oh dear, I hope you feel better.