AccountId: 011433970860
ContactId: b19480ad-8600-4f91-b836-b74c23259de9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174960 ms
Total Talk Time (AGENT): 55166 ms
Total Talk Time (CUSTOMER): 56764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b19480ad-8600-4f91-b836-b74c23259de9_20250417T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and last name initially is [PII]. I'm calling from provider's office. Can you help me with the eligibility and benefits?
[AGENT][NEUTRAL] I can, can you spell your name for me?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 0202290900.
[AGENT][NEUTRAL] A callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you said that you're needing eligibility and then office visit benefit?
[CUSTOMER][NEUTRAL] No, I said eligibility and benefits for physical therapy in network.
[AGENT][NEUTRAL] OK, so I have the information for you. The effective date is [PII].
[AGENT][NEUTRAL] This policy is no longer active as of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So we got the time gone?
[AGENT][NEGATIVE] So no active coverage.
[CUSTOMER][NEUTRAL] This plan got tamped on [PII].
[AGENT][NEUTRAL] [PII], the plan is not active on that date.
[CUSTOMER][NEUTRAL] It's termed on [PII], right?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK, and there is no other active plans?
[AGENT][NEUTRAL] No, there is not.
[CUSTOMER][NEUTRAL] And what's your name and last name initial?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. [PII], first initial last name is [PII]. And did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, this is the only question and thanks for that. Have a great day. Bye for now.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye.