AccountId: 011433970860
ContactId: f54ade10-ae6a-4061-9fd8-587d30839aa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118919 ms
Total Talk Time (AGENT): 55920 ms
Total Talk Time (CUSTOMER): 63527 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f54ade10-ae6a-4061-9fd8-587d30839aa0_20250227T18:39_UTC.wav
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[CUSTOMER][NEUTRAL] yeah.
[AGENT][POSITIVE] Thank you for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My first and last name.
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and my last name initial is [PII] I was calling today to verify physical therapy benefits in an outpatient hospital for one of our members.
[AGENT][NEUTRAL] OK, I could check the physical therapy benefits for you. Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] With um
[CUSTOMER][NEUTRAL] Yes, it's my direct number [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1306958.
[CUSTOMER][NEUTRAL] M as in Maria, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have a different policy that might be active, uh, it could just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh OK, thank you for checking.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] And I think.
[CUSTOMER][NEUTRAL] OK perfect um what what was the effective date for this uh policy?
[AGENT][NEUTRAL] Yeah, effective date was [PII].
[CUSTOMER][NEUTRAL] And then what was the termination date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Perfect. OK, so, uh, may I please have a call reference number if that's available. What time is your appointment?
[AGENT][NEUTRAL] Sure, uh, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh, you're waiting for you because I'm gonna have.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help today.
[AGENT][POSITIVE] Of course, thanks for calling HPL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank you, bye bye.