AccountId: 011433970860
ContactId: bb419c2e-ebd5-4ef7-ac98-2d629bfff44f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142289 ms
Total Talk Time (AGENT): 83089 ms
Total Talk Time (CUSTOMER): 48119 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/bb419c2e-ebd5-4ef7-ac98-2d629bfff44f_20250409T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I am calling from Has Physical Therapy, and I'm just calling to verify benefits for a patient.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with benefits today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02587313.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII], and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And I can help you with eligibility and benefits for [PII]. I am showing that her policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what type of benefits are you needing? Is it for physical therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I can help you with that benefit as well. On this plan, um, for physical therapy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is not a covered benefit.
[AGENT][NEUTRAL] On this policy. It's for inpatient hospitalization, surgical procedures, and diagnostic testing, limited diagnostic testing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So therapy is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not covered. All right, perfect. Is there a reference number for our call?
[AGENT][NEUTRAL] It's going to be my name in today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And it was a pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] Not at this time.
[AGENT][POSITIVE] And thank you for calling APL [PII], I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.