AccountId: 011433970860
ContactId: c8c48157-0d76-459a-9021-94d03e2bf181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106510 ms
Total Talk Time (AGENT): 50719 ms
Total Talk Time (CUSTOMER): 37176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c8c48157-0d76-459a-9021-94d03e2bf181_20250423T12:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling EPL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanted to check eligibility and benefits on 2 siblings.
[AGENT][NEUTRAL] OK, and this for service in an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. Policy number is 2166572.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, my first patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And we're checking eligibility and benefits. I have that for you. The effective date is [PII]. This policy is no longer active as of [PII], so no active coverage for this particular patient, and what's the next policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it may, it's the same policy number it's for a sibling.
[AGENT][NEUTRAL] Oh, different patient. OK, dependent. OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it'll be the same, um, termination date.
[CUSTOMER][NEUTRAL] Fine, OK.
[AGENT][NEUTRAL] What's a good phone number for you in case we're disconnected [PII]?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, anything else I can help out with today?
[CUSTOMER][NEUTRAL] No ma'am, can I get a reference number?
[AGENT][NEUTRAL] My name in today's date, [PII] last is [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day, babe.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Yeah