AccountId: 011433970860
ContactId: b4942acb-7338-47fd-ab82-6412734a3e60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153940 ms
Total Talk Time (AGENT): 45736 ms
Total Talk Time (CUSTOMER): 29758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/b4942acb-7338-47fd-ab82-6412734a3e60_20250421T12:25_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling to check uh benefits for physical therapy for a patient.
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], physical therapy. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 02549609
[AGENT][POSITIVE] And a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information. I show the policy effective date.
[AGENT][NEUTRAL] Is [PII] and the policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And let's see for physical therapy.
[AGENT][NEUTRAL] OK, physical therapy is not covered under this particular policy?
[CUSTOMER][NEUTRAL] It's not covered? OK. Can I get a reference number for the call, please?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference. [PII], and any other questions we could help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome and thanks for calling APL [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.