AccountId: 011433970860
ContactId: 9a00a933-2581-48bd-9596-6a320c8a3939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531650 ms
Total Talk Time (AGENT): 146198 ms
Total Talk Time (CUSTOMER): 208415 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/9a00a933-2581-48bd-9596-6a320c8a3939_20250303T20:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPA. This is easy. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I, uh, I'm unable to hear your voice clearly. Could you please be more louder?
[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII] calling from the broader office to check on patient medical eligibility. Could you please help me with that?
[AGENT][POSITIVE] Yes, sir. I can assist you with benefits. Uh first, can I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, definitely. Before that, could you please spell out your name for the documentation purpose?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's spelled [PII] and my last name should be [PII].
[CUSTOMER][NEUTRAL] Sorry, uh sorry for the disturbance, but, uh, your voice is not clear. It's [PII]. That's correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh yeah. My callback number is going to be.
[CUSTOMER][NEUTRAL] [PII] with an extension of [PII].
[AGENT][POSITIVE] Thank you. And please spell your name.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] last name is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII] And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, I don't have any policy number, but I do have a patient's name, date of birth, and their social. Is there any way you could pull out the details using that?
[AGENT][NEUTRAL] Yes, what's the social thing.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] You said it was [PII]?
[CUSTOMER][NEUTRAL] Uh sorry?
[AGENT][NEUTRAL] Repeat the social security number.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] OK. No one is coming up under that Social Security number. What's the last name?
[CUSTOMER][NEUTRAL] The last name is [PII]. It's spelled like [PII].
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, please verify her date of birth.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] Yeah. The date of birth is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you need to verify benefits or um the status of the claim.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Eligible, uh, I need just eligibility.
[AGENT][NEUTRAL] OK, you just do the verification of coverage does not guarantee that you pay.
[CUSTOMER][NEGATIVE] Uh, I'm sorry, you, I'm unable to hear you clearly. Uh, your voice is really
[AGENT][NEUTRAL] But do you need to, do you need to give us a call back?
[AGENT][NEUTRAL] Do you need to give us a call back?
[CUSTOMER][NEUTRAL] So you're saying you have to give a call back?
[AGENT][NEUTRAL] Well, I'm asking you, do you need to give us a call back because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] anything at all.
[CUSTOMER][NEGATIVE] I'm sorry, but I, I, I really don't hear your voice. I mean, it's, I'm unable to hear you, but it's not so clear. It's like you're, you're speaking like in a tunnel.
[AGENT][NEUTRAL] One moment, I'm gonna place you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, [PII], thanks for your patience. Is that better?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can I, can you hear me better now?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, um, could you please repeat that again?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes. Can you hear me better now?
[CUSTOMER][POSITIVE] Yeah. It's slightly better.
[AGENT][POSITIVE] OK. Well, this is the best way to get um I apologize. I'm sure.
[AGENT][NEUTRAL] That's the policy.
[AGENT][NEUTRAL] Yeah, could you say that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So you want me to repeat the date of birth and the patient's name?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of the guarantee payment of claim. The effective date on this policy was [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And most probably in general.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So the policy got down now.
[AGENT][NEUTRAL] Yes, it was terminated [PII].
[CUSTOMER][NEUTRAL] So the policy got termed on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, thanks for the confirmation. Could you please want the subscriber ID?
[AGENT][NEUTRAL] Um, yes, the policy number is 01688703.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it's 0968887.
[AGENT][NEUTRAL] No, it's 016.
[AGENT][NEUTRAL] 8870. Mhm.
[CUSTOMER][NEUTRAL] 016
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] 887.
[AGENT][NEUTRAL] 03.
[CUSTOMER][NEUTRAL] It's 01688703. Is that correct, [PII]?
[AGENT][POSITIVE] Yes, it is. That's correct.
[CUSTOMER][NEUTRAL] Yeah, so the policy got terminated on [PII]. Could you please find the original effective date?
[AGENT][NEUTRAL] The effective date in mater[PII].
[AGENT][NEUTRAL] January
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thanks for the confirmation. Is there any call reference number that I should get?
[AGENT][NEUTRAL] Yes, you can use my name and that date for the reference number.
[AGENT][NEUTRAL] that
[CUSTOMER][NEUTRAL] Uh, so it's your name and today's date as a call reference number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thanks for the confirmation, [PII], uh, and thanks for bearing with me even if the mic is not working. Hope you have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a nice day as well. Bye bye.