AccountId: 011433970860
ContactId: 90fc0187-31ce-4fae-8b92-8078fefc8190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179440 ms
Total Talk Time (AGENT): 29367 ms
Total Talk Time (CUSTOMER): 41684 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/90fc0187-31ce-4fae-8b92-8078fefc8190_20250422T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling to understand why my therapy sessions aren't being covered. I added behavioral health coverage to my plan. The last person I spoke with said that it's probably because um I'm going in person and not via webcam.
[CUSTOMER][NEUTRAL] I just wanted to confirm that.
[AGENT][NEUTRAL] See, uh, I don't you did say this was for um.
[AGENT][NEUTRAL] Did you, I'm sorry, physical therapy or behavioral therapy?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Behavioral therapy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, we can definitely get that pulled up, um, so have you filed claims and they've been denying, is that right?
[CUSTOMER][NEUTRAL] My, um,
[CUSTOMER][NEGATIVE] My, uh, provider told me that the sessions are being denied.
[CUSTOMER][NEUTRAL] That's all the information I got.
[AGENT][NEUTRAL] OK, OK, so they filed the claims with us, um, OK, we'll take a look and double check all of that. um, what was your name?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII], um uh what was the question?
[AGENT][POSITIVE] Yes, if you wouldn't mind, uh, repeating your name, please. I'm so sorry. That was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] Am I still with you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let's try this again.