AccountId: 011433970860
ContactId: ac442b87-8851-4376-aaef-8b7ebbf2a78f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145190 ms
Total Talk Time (AGENT): 46932 ms
Total Talk Time (CUSTOMER): 53808 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ac442b87-8851-4376-aaef-8b7ebbf2a78f_20250624T14:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling from Core Physical Therapy to get some um eligibility and benefits information for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Do you, uh, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and then call back number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, uh 02.
[CUSTOMER][NEUTRAL] 640092.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] His name is, let me see.
[CUSTOMER][NEUTRAL] His name is [PII], and then last name [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] So the policy is active and effective [PII], and this was outpatient physical therapy benefits.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm sorry, the, the call, yes, hello, the call went off after you said [PII]. I didn't hear anything else you said.
[AGENT][NEUTRAL] Oh, OK. Um, is it for outpatient physical therapy benefits?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, so not a guarantee of payment, basic outline of the policy. Uh, looks like he's got a benefit of 4500 per calendar year, um, for inpatient and outpatient benefits combined.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but you guys do cover, um.
[CUSTOMER][NEUTRAL] Uh, outpatient physical therapy.
[AGENT][NEUTRAL] Yes, as long as it's an outpatient facility, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, beautiful. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. I'm sorry, what was the name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], do you by any chance have a reference number?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.