AccountId: 011433970860
ContactId: cbfe7469-e177-4884-a38b-6c9967c3f711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184149 ms
Total Talk Time (AGENT): 56490 ms
Total Talk Time (CUSTOMER): 127539 ms
Interruptions: 3
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/cbfe7469-e177-4884-a38b-6c9967c3f711_20250115T23:25_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. I called a little while ago and um I'm calling from Select Physical Therapy that I called to verify benefits for physical therapy for a patient. So, um, I had to put the person I had on hold and then when I went back, they hanged up because I had 3 patients here. Um, basically, I'm gonna give you the uh the uh patients, I guess the uh member ID number or the um
[AGENT][POSITIVE] OK, yeah, that would be wonderful.
[CUSTOMER][NEUTRAL] Ba basically what um the person I was talking to was Ms. [PII]. She was saying because the address we had on here for the claims, we have [PII]. She says that was the incorrect. I guess the patient gave us an old card and that's why that address appears there, but I'm gonna give you so you can check it out and then I was gonna write down the address so I can put it correctly on the system.
[AGENT][NEUTRAL] OK, perfect. I can give you the updated address. um and are you still needing the benefit information as well for the member or just the address?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She, she got to give me the everything. I was just waiting to get the address and I put her on hold and I took so long that she had to hang up. So what is the new address? Let me write here. Give me one moment. Let's see.
[AGENT][POSITIVE] No worries. I can give you that address, absolutely.
[CUSTOMER][NEUTRAL] And this is for the claims for this, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because on the one on the back of the card says [PII] it's not that anymore, right?
[AGENT][NEUTRAL] No, we did move headquarters um a couple of years back and so the address did update. I'm sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK and what is the um address?
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] Give me, let me write this down [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] so I got [PII]?
[AGENT][NEUTRAL] Yep, and that's gonna be in [PII].
[CUSTOMER][NEUTRAL] Ok, so [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our zip code here is [PII].
[CUSTOMER][NEUTRAL] [PII]. What is it again?
[AGENT][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] OK, so I got [PII]. So I got um PO the new claim um address is [PII].
[AGENT][POSITIVE] Perfect and I just wanna make sure you said [PII] correct?
[CUSTOMER][NEUTRAL] Yeah, I got [PII].
[AGENT][POSITIVE] Perfect. I'm sorry. After that, I just had static after you said 5 on my side and I just wanted to make sure it was right. I didn't want to give it to you wrong again.
[CUSTOMER][POSITIVE] Yes, and this phone here is the same and I appreciate you, ma'am. Thank you and the zip code is [PII], right?
[AGENT][POSITIVE] Perfect, you're wonderful.
[CUSTOMER][POSITIVE] Thank you, my love. Have a wonderful evening or a wonderful day, OK? Thank you. Bye-bye.
[AGENT][POSITIVE] My pleasure. Thank you for calling. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.