AccountId: 011433970860
ContactId: abd35c81-3b39-42dd-ae5a-bb3bc2a91954
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93709 ms
Total Talk Time (AGENT): 55177 ms
Total Talk Time (CUSTOMER): 23262 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/abd35c81-3b39-42dd-ae5a-bb3bc2a91954_20250618T19:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. Um, I'm calling from Cora Physical Therapy. I'm trying to verify benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] OK, and could I get a name and a call back number for you?
[CUSTOMER][NEUTRAL] My name is [PII], [PII].
[AGENT][NEUTRAL] And the policy number you're calling on [PII]?
[CUSTOMER][NEUTRAL] 026 09749.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say that you are calling.
[AGENT][NEUTRAL] For physical therapy benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. I show the policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] I show for um physical therapy that is covered under the outpatient benefit.
[AGENT][NEUTRAL] That pays up to $5000 the calendar year. I show he has the full amount available at this time. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] OK [PII], you have a wonderful day and thank you for calling APO.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.