AccountId: 011433970860
ContactId: d5806d74-1319-40ec-8bed-2e9ab63eba51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111809 ms
Total Talk Time (AGENT): 52685 ms
Total Talk Time (CUSTOMER): 33845 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d5806d74-1319-40ec-8bed-2e9ab63eba51_20250613T16:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sorry I'm just trying to get eligibility for one of my patients.
[AGENT][POSITIVE] Oh I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] It's uh [PII] and my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the uh policy number you're calling on?
[CUSTOMER][NEUTRAL] It's gonna be 02428218.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for eligibility.
[CUSTOMER][NEUTRAL] Yes, for mental health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so benefits also, OK, please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] Her policy has been effective since [PII]. It's still active.
[AGENT][NEUTRAL] For physical therapy.
[AGENT][NEUTRAL] Mm, let's see, let me pull the benefits.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I show that this policy does not have physician visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can uh help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Goodbye.