AccountId: 011433970860
ContactId: b393c922-7d7d-44fa-bbe1-a3e24a1aea16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239339 ms
Total Talk Time (AGENT): 97294 ms
Total Talk Time (CUSTOMER): 87743 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b393c922-7d7d-44fa-bbe1-a3e24a1aea16_20250501T21:02_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to see if this policy covered physical therapy.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] callback number is [PII] and [PII], how do you spell your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] You're welcome, and [PII] how, uh, what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number is 140769115.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] That's too many numbers for our policy number.
[CUSTOMER][NEUTRAL] Oh, OK, let me see if we have the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so it looks like the patient hasn't provided us the card. Can we try with the full name and date of birth?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] OK, her.
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is her first name?
[CUSTOMER][NEUTRAL] Her first name is [PII].
[AGENT][NEUTRAL] And uh how is she spelling that?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Do I see.
[AGENT][NEUTRAL] Would you happen to have a social for her?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, we don't ask for a patient's social security number.
[AGENT][NEUTRAL] Not the last 4. OK. Do you have a mailing address for her?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I have her now and that date of birth one more time, I'm sorry.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account and you called to see if this policy covers uh physical therapy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, it does, and let me give you her uh correct policy number.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Her policy number is 228.
[AGENT][NEUTRAL] 8211.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and please be advised verifying benefits does not guarantee payment. Her policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, physical therapy would be covered under her outpatient benefits, uh, that pays up to $3500 a calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Has any of that been accumulated so far?
[AGENT][NEUTRAL] Alright, it looks like she has the full amount available.
[CUSTOMER][POSITIVE] Awesome, do you guys provide reference numbers for call [PII]?
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so so much for your help.
[AGENT][POSITIVE] You are welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.