AccountId: 011433970860
ContactId: ee7ec667-1453-46f6-8068-f3e71f37a0cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115980 ms
Total Talk Time (AGENT): 36128 ms
Total Talk Time (CUSTOMER): 54181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ee7ec667-1453-46f6-8068-f3e71f37a0cb_20250414T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from New York Physical Therapy. Um, we have a mutual patient that comes to our office for physical therapy. um, I just wanna confirm if there is another way to submit for pre-certification for additional visits we were just only given an address.
[AGENT][NEUTRAL] OK, what's your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number for the patient is 02592661.
[AGENT][NEUTRAL] What's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII]. Your pre-certification is not required.
[CUSTOMER][NEUTRAL] OK, so when I call to confirm eligibility and benefits when the patient first.
[CUSTOMER][NEUTRAL] Requested an appointment with us, they told me that she was only required. She was only limited to 5 visits and that we can um request for additional visits and then they just gave us a PO box.
[AGENT][NEUTRAL] OK, so you can't request for additional visits. That's the maximum number of visits per the patient's policy.
[CUSTOMER][NEGATIVE] At all
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's 5 per calendar year.
[CUSTOMER][NEUTRAL] OK, what's your name again?
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII] First initial last name is [PII], and did you have any other questions?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alrighty you're welcome thank you for calling ATL have a good day.
[CUSTOMER][NEUTRAL] You too bye.