AccountId: 011433970860
ContactId: fa1f2d60-3e65-4484-a89b-f3980f402344
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257619 ms
Total Talk Time (AGENT): 71796 ms
Total Talk Time (CUSTOMER): 29968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/fa1f2d60-3e65-4484-a89b-f3980f402344_20250321T12:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just calling because I just need to verify a patient's benefits for physical therapy.
[AGENT][NEUTRAL] OK, and I can help you with that information. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]? OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's going to be 02565543.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm pulling up the information.
[CUSTOMER][POSITIVE] No worries, take your time.
[AGENT][NEUTRAL] [PII] verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII] NG 7459.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII], and I show that the policy is active at this time and we're checking for physical therapy, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. So that uh physical therapy is gonna be uh considered under the outpatient benefits.
[AGENT][NEUTRAL] And the maximum outpatient benefit under this policy is up to $6000. Uh, this is a per calendar year benefit.
[AGENT][NEUTRAL] Um, and of course any information provided is verification, not a guarantee of payment, and let me check to see if if any of that benefit has been used so far.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I don't show that any of that benefit has been used, um, and so did you have any other questions that I can help out with today?
[CUSTOMER][NEUTRAL] No, that is all. Can I have your name and this reference number please?
[AGENT][NEUTRAL] Uh huh. You'll use my name in today's date as your reference. [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Of course, uh, [PII], thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.