AccountId: 011433970860
ContactId: f3ed01e7-477a-447e-ba76-e9ad41b7b33d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202220 ms
Total Talk Time (AGENT): 49522 ms
Total Talk Time (CUSTOMER): 80503 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f3ed01e7-477a-447e-ba76-e9ad41b7b33d_20250617T12:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh hi, good morning. I'm calling to verify a patient's eligibility and benefits for physical therapy.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Southeastern Physical Therapy.
[AGENT][POSITIVE] Thank you, [PII]. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is or what they gave me is 000008275062.
[AGENT][NEUTRAL] OK, that's too many numbers for our policy number. Do you have their social?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Uh, let me take a look and see if I have anything else.
[AGENT][NEUTRAL] Or I can look it up by their name.
[CUSTOMER][NEUTRAL] Trying to see if we.
[CUSTOMER][NEUTRAL] I only have the last 4 of the social. I don't have the full social.
[AGENT][NEUTRAL] OK, I can look it up by the name. Do you know whose name the policy is in?
[CUSTOMER][NEUTRAL] Uh, I believe it's hers, [PII].
[AGENT][NEUTRAL] How do you spelling the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing a [PII].
[AGENT][NEUTRAL] In our system.
[AGENT][NEUTRAL] Could it be in another name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a copy of their card?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No, I don't have a copy of their card yet, just what they provided us and what's on the referral from the physician.
[AGENT][NEUTRAL] Uh, does it say American Public Life?
[CUSTOMER][NEUTRAL] Yes, it says American Republic Life.
[AGENT][NEUTRAL] Yeah, that's not us. That's the American Republic.
[AGENT][NEUTRAL] We are American public.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, OK, well then I will try to see if I can find a different number then thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that should do it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.