AccountId: 011433970860
ContactId: 58d9627b-6d89-4de0-a3fb-fb34b3745fc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180380 ms
Total Talk Time (AGENT): 83143 ms
Total Talk Time (CUSTOMER): 48869 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/58d9627b-6d89-4de0-a3fb-fb34b3745fc7_20250625T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's Hospital. I need to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, what happens if I don't have the policy number?
[AGENT][NEUTRAL] OK. Um, do you have the social or I can look them up by name and date of birth?
[CUSTOMER][NEUTRAL] I guess name because the only thing mom gave me was a group number off the card.
[AGENT][NEUTRAL] OK. Yeah. What's the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And that's [PII] is [PII] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found her in the system and here's her policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 024.
[AGENT][NEUTRAL] 09001.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, it's actually for physical therapy done outpatient hospital.
[AGENT][NEUTRAL] OK, for physical therapy, we cover up to $750 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] 7700, OK.
[CUSTOMER][NEUTRAL] OK. All right, and your name again?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] OK. I appreciate it. Thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you