AccountId: 011433970860
ContactId: ad199967-549c-4b75-9229-77ac3165d976
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138080 ms
Total Talk Time (AGENT): 53271 ms
Total Talk Time (CUSTOMER): 75574 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ad199967-549c-4b75-9229-77ac3165d976_20250623T15:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm so sorry, could you repeat your first name for me please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], got you. Hi [PII], good morning. I was calling my name is [PII] I was calling to verify this policy covered physical therapy.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's a direct line, no extension, and then the policy number is 0164.
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] M as in Mike.
[CUSTOMER][NEUTRAL] L as in Lima 8.
[AGENT][NEUTRAL] Thank you and could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's full name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Could you spell the person's first name?
[CUSTOMER][NEUTRAL] Yes, BE.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, for outpatient physical therapy? Oh, you're asking me for the facility name?
[AGENT][NEUTRAL] Physical therapy. So, um, the member has outpatient benefits of $2000 per calendar year for for physical therapy and any any type of outpatient services, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage and marker, the member has not utilized any of their benefits for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome. Does the policy is the policy effective date [PII]?
[AGENT][NEUTRAL] This policy became effective [PII] and is currently active.
[CUSTOMER][NEUTRAL] Got you, [PII].
[CUSTOMER][POSITIVE] Um, do you guys give out reference numbers for calls? No, that was everything. Thank you so much for your help, or.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[AGENT][NEUTRAL] We don't provide reference reference numbers. However, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect will do thank you so so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye.