AccountId: 011433970860
ContactId: a169c555-05df-4235-a7ff-7617f0de08c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117800 ms
Total Talk Time (AGENT): 42312 ms
Total Talk Time (CUSTOMER): 36101 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a169c555-05df-4235-a7ff-7617f0de08c0_20250623T14:31_UTC.wav
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[AGENT][POSITIVE] Yeah, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey I'm just calling because I just need to verify uh patients benefits for physical therapy.
[AGENT][POSITIVE] I'll be happy to assist with physical therapy benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Of course, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's going to be 02486901 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And I do show for physical therapy that will fall under the outpatient calendar year maximum of $1000.
[CUSTOMER][POSITIVE] Perfect. Has anything been accumulated yet?
[AGENT][NEUTRAL] Uh, let me check one moment.
[AGENT][NEUTRAL] So he's only used $297.41.
[CUSTOMER][POSITIVE] Perfect. 623. OK, perfect. Thank you so much. Can I just have your name and this reference number, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect. No, that is all. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling A
[CUSTOMER][POSITIVE] Thank you.