AccountId: 011433970860
ContactId: d4e192a5-4459-4ca9-83b2-c7217b00a67d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132429 ms
Total Talk Time (AGENT): 63869 ms
Total Talk Time (CUSTOMER): 42072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/d4e192a5-4459-4ca9-83b2-c7217b00a67d_20250611T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I am just calling to verify eligibility and benefits for a number.
[AGENT][NEUTRAL] OK, I can verify eligibility benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII], I'm calling from BCU Health.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02475819.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII], policy is active. And what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] Physical therapy.
[AGENT][NEUTRAL] OK. Uh, not a guarantee of payment, just a verification of coverage. Physical therapy is covered under the policy as outpatient and not a guarantee of payment, just verification coverage. She has a benefit max up to $4000 per calendar year.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. Any kind of visit limit?
[AGENT][NEUTRAL] No, I guess that would depend on the major medical.
[CUSTOMER][NEUTRAL] OK alright perfect alright and do you provide call reference numbers?
[AGENT][NEUTRAL] Uh, no, ma'am, we don't, but if you like, well, we do kind of, but you can use my name at today's date if you like.
[CUSTOMER][NEUTRAL] OK, thank you. Um, can you repeat your name for me? I had so much going on when you answered the phone.
[AGENT][NEUTRAL] I'm sorry, it's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect. All right, I have um.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.