AccountId: 011433970860
ContactId: ab041bf1-b63c-4234-b34a-0271e0bed1e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108459 ms
Total Talk Time (AGENT): 56735 ms
Total Talk Time (CUSTOMER): 32910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ab041bf1-b63c-4234-b34a-0271e0bed1e3_20250219T20:56_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Pinecrest Physical Therapy South. I'm trying to check a benefit for a patient coming in.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02477125
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Physical therapy.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment.
[AGENT][NEUTRAL] Just verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and or co-insurance, and the patient has benefit max up to $7000 per calendar year.
[CUSTOMER][POSITIVE] Perfect, and can I get a reference call number please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And your name one more time?
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much you take care you have a great day.
[AGENT][POSITIVE] You too, [PII] thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.