AccountId: 011433970860
ContactId: e3a9da66-165e-4af5-a429-442f66927078
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189699 ms
Total Talk Time (AGENT): 100879 ms
Total Talk Time (CUSTOMER): 79696 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e3a9da66-165e-4af5-a429-442f66927078_20250402T19:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to verify what the physical therapy benefits were on this plan.
[AGENT][NEUTRAL] OK, you're needing physical therapy benefits, is that correct phone number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII], do you spell your name [PII] or just [PII]?
[AGENT][NEUTRAL] No, no, [PII] [PII] is.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Also, but yes, I can help you with.
[CUSTOMER][POSITIVE] Sorry, well perfect.
[AGENT][NEUTRAL] [PII]. I think there is a lag in our phone call, and I apologize, I'm not trying to speak over you. There's a like a delay.
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][NEUTRAL] Yeah, you're
[CUSTOMER][MIXED] It's OK, no worries there's just, yeah, there it gets cut off from time to time, but it's very, very minimal, no worries.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, good. OK. Well, I do apologize about that if it's on my end. Um, there's a lot of wind where I'm located today, so I don't know if that may be something to do with it. Um, but [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Member's policy number is 01966.
[CUSTOMER][NEUTRAL] 663
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima.
[AGENT][NEUTRAL] So it's 46. 0. Mhm.
[CUSTOMER][NEUTRAL] And the number 8.
[CUSTOMER][NEUTRAL] Yes, 4 6s.
[AGENT][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment please while I get the member's information.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's full name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so he had been the subscriber on the supplemental policy, but this supplemental policy is no longer active, [PII]. It was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] And there is no other active coverage with us at this time beyond that point.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a reference number for the call please [PII], or should I just use your name in today's date?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] That's it. You would use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. And is there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that was everything thank you.
[AGENT][POSITIVE] Oh you're welcome and thank you again for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.