AccountId: 011433970860
ContactId: e423b559-ac16-4746-a3e9-d769128637ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103800 ms
Total Talk Time (AGENT): 52601 ms
Total Talk Time (CUSTOMER): 31852 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e423b559-ac16-4746-a3e9-d769128637ed_20250520T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I need to verify um a patient's physical therapy benefits please, using this as a secondary plan.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, [PII]. Happy to check on physical therapy benefits. What's their policy number?
[CUSTOMER][NEUTRAL] It is 01638500 M as in Mike L as in Lima and then number 8.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me just check if physical therapy is listed under here. One moment.
[AGENT][NEUTRAL] All right. uh, excuse me, physician covered charges do not include physical therapy, unfortunately, so the member secondary plan isn't gonna pick up anything, it looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem. Can I just get a uh call reference number then please?
[AGENT][NEUTRAL] Absolutely, [PII]. That's my name with my last initial and today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thanks [PII] I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye