AccountId: 011433970860
ContactId: b05e210e-2840-47b6-a81d-72a993b38744
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147380 ms
Total Talk Time (AGENT): 59143 ms
Total Talk Time (CUSTOMER): 57939 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b05e210e-2840-47b6-a81d-72a993b38744_20250516T14:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Excel Health and Therapy, and I was wanting to verify members um benefits if I could please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. I can verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] How long
[CUSTOMER][NEUTRAL] 02610961
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Is [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. I'm showing his effective date is [PII]. He is active under the policy. And uh what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Um, does he have, um, benefits for, um, occupational and physical therapy?
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, occupational or physical therapy is not covered under the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um so is it just a hospital benefit plan?
[AGENT][NEUTRAL] Uh, it's just a limited medical indemnity policy. Like they have certain benefits, not just for inpatient, but it just doesn't cover physical therapy or occupational therapy as an exclusion.
[AGENT][NEUTRAL] Under the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK dokey, and what was your name again?
[AGENT][NEUTRAL] Yes ma'am, it's [PII] [PII].
[CUSTOMER][NEUTRAL] And then do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye.