AccountId: 011433970860
ContactId: f60f29c4-9eb8-4852-b9f2-f5d385a1a70d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131940 ms
Total Talk Time (AGENT): 54572 ms
Total Talk Time (CUSTOMER): 47240 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f60f29c4-9eb8-4852-b9f2-f5d385a1a70d_20250624T19:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm calling because I need pay benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Zeta is [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number of the member that you're calling to verify benefits eligibility for today?
[CUSTOMER][NEUTRAL] 1848946
[AGENT][NEUTRAL] Verify this patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII] and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] For outpatient physical therapy in an office setting.
[AGENT][NEUTRAL] This member's policy has outpatient benefits?
[CUSTOMER][NEUTRAL] Oh if I need to know.
[CUSTOMER][NEUTRAL] I wanna know if it has outpatient benefits for physical therapy.
[AGENT][NEUTRAL] So the member's policy has outpatient benefits of $500 per calendar day.
[CUSTOMER][NEUTRAL] Sometimes I don't so.
[AGENT][NEUTRAL] And this is not a guaranteed benefits, just a disclaimer of the policy's coverage and physical therapy falls under his outpatient benefits.
[CUSTOMER][NEGATIVE] how broken on the day.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, no official limitations, no nothing, it comes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with? No.
[CUSTOMER][NEUTRAL] Uh, yeah, OK, uh thank you for your help. I just need a reference number for this, please.
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can feel free to use my name in today's date as a reference.
[AGENT][NEUTRAL] My name is [PII]. Do you want me to spell my name or do you know how to spell it?
[CUSTOMER][POSITIVE] OK, thank you [PII]. You have a good day.
[CUSTOMER][NEUTRAL] No, I don't know. I, I put [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK. Thank you for your help and have a good day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.