AccountId: 011433970860
ContactId: bc7b170b-9554-4ae1-a46d-1a0fc90e252e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178919 ms
Total Talk Time (AGENT): 52988 ms
Total Talk Time (CUSTOMER): 73597 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/bc7b170b-9554-4ae1-a46d-1a0fc90e252e_20250103T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. My name is [PII]. I'm calling to verify physical therapy benefits.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] It is 02570157 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you, Juliet. And you're just needing claim status? I mean, physical therapy benefits, I'm sorry.
[CUSTOMER][NEUTRAL] Physical therapy benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[AGENT][NEUTRAL] OK, it looks like this policy was effective [PII] and it canceled [PII].
[CUSTOMER][POSITIVE] Right here for you
[CUSTOMER][NEUTRAL] Oh, so it, it has been canceled?
[AGENT][NEUTRAL] Yes, ma'am. I'm showing it's lapsed.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, let me tell the patient, he's right here with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh ala prime.
[CUSTOMER][NEUTRAL] It was opened and closed the same day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's inactive. So therefore it is inactive, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] According to the patient, he's paying, he's paying you guys for that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. He would have to contact his employer and, and ask them about that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Contact his employer. OK, I will let him know. Is there a reference code for this call, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Oh, OK, perfect. OK, Ms. [PII], thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.