AccountId: 011433970860
ContactId: ccb5b925-da90-4b3a-9050-92d8bd3ad67a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104190 ms
Total Talk Time (AGENT): 37591 ms
Total Talk Time (CUSTOMER): 36526 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ccb5b925-da90-4b3a-9050-92d8bd3ad67a_20250318T14:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was just calling um just to check to see what kind of benefits um this patient has for outpatient physical therapy.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02292679.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you wanted to know if outpatient physical therapy was covered?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, I'm sorry, outpatient occupational therapy.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Oh, occupational therapy, I can help you with that. Occupational therapy is not covered only physical therapy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a call reference?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Can I get the initials of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye
[AGENT][POSITIVE] Thank you. Bye-bye.