AccountId: 011433970860
ContactId: b161a698-69d7-4c7c-b75c-4c2c22e9ceab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87199 ms
Total Talk Time (AGENT): 44269 ms
Total Talk Time (CUSTOMER): 32932 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/b161a698-69d7-4c7c-b75c-4c2c22e9ceab_20250527T12:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I'm calling from Worldwide Pediatrics. I just need to verify eligibility for one of my patients.
[AGENT][NEUTRAL] All right. Happy to check eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] It's 02493426.
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] And then if I could please get the patient name and date of birth.
[CUSTOMER][NEUTRAL] The child's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] And we're the members' secondary insurance, so this plan covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so this covers offices, right? It covers, it does cover um deductible and copay, correct?
[AGENT][POSITIVE] Yes, it does, uh-huh, correct.
[CUSTOMER][NEUTRAL] It does. OK, perfect. May I have a reference number please for this verification?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and today's date. My name is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much. Have a nice day.
[AGENT][POSITIVE] You're welcome. Have a good day. Uh bye-bye.
[CUSTOMER][NEUTRAL] Mm