AccountId: 011433970860
ContactId: d723aa38-ac59-42b7-9e69-d60b5175c3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110059 ms
Total Talk Time (AGENT): 40349 ms
Total Talk Time (CUSTOMER): 35318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d723aa38-ac59-42b7-9e69-d60b5175c3c2_20250514T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Pinecrest PT South. I wanted to check a secondary benefit for a patient coming in for PT.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number for that patient?
[CUSTOMER][NEUTRAL] 024620
[CUSTOMER][NEUTRAL] 46 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] And checking PT benefits, is that correct?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] Get that pulled up, one moment.
[AGENT][NEUTRAL] So the policy is effective [PII], it's currently active.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] It looks like for outpatient physical therapy benefits, it pays up to 3000 per calendar day per covered person.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And can I have a reference call number please?
[AGENT][NEUTRAL] That's my name, [PII]. First initial to last name is [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] No, that'd be it. Thank you so much.
[AGENT][POSITIVE] Hey, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.