AccountId: 011433970860
ContactId: 490ce9f4-1c4f-45d4-91f6-cab1f8138b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93440 ms
Total Talk Time (AGENT): 38734 ms
Total Talk Time (CUSTOMER): 33180 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/490ce9f4-1c4f-45d4-91f6-cab1f8138b89_20250303T20:12_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's. I need to verify eligibility for a patient.
[AGENT][POSITIVE] I'll be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01480322.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], last name is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. And what is the date of service?
[CUSTOMER][NEUTRAL] Um, today.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] And this is gonna be for outpatient?
[CUSTOMER][NEUTRAL] Yes. Outpatient, uh, physical therapy.
[AGENT][NEUTRAL] OK, I'm showing the outpatient per day maximum is $500.
[CUSTOMER][NEUTRAL] OK. Do you have an effective date?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, alright, and is there a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII]. Last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.