AccountId: 011433970860
ContactId: e20835ab-b275-4c10-947f-95570c96217b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110089 ms
Total Talk Time (AGENT): 53507 ms
Total Talk Time (CUSTOMER): 48378 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e20835ab-b275-4c10-947f-95570c96217b_20250121T13:58_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I wanted to check um gap benefits for my patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a call back number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02134939 ML 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] on [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling for benefits. Uh, what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, physical therapy at the hospital outpatient.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Uh, this policy has been effective since [PII], it is still active. I show for, uh, physical therapy, it pays up to $1500 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, let me see now. And this would cover like everything, co-pays, deductibles, and co-insurance?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and pre-authorization would not be required.
[AGENT][NEUTRAL] No, ma'am, it is not required.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know what is the reference number for this call, please?
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] [PII] [PII]. I got it. Thank you so so much. You have a good one, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.