AccountId: 011433970860
ContactId: fd5d9ffa-0a82-4701-a8c4-c86e2dfc6458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67150 ms
Total Talk Time (AGENT): 36182 ms
Total Talk Time (CUSTOMER): 24830 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/fd5d9ffa-0a82-4701-a8c4-c86e2dfc6458_20250127T15:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I'm calling to see if a patient still has active coverage through y'all, please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII] and that is the direct line.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, that would be 02356468.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her birthday is [PII].
[AGENT][NEUTRAL] OK, thank you and yes, ma'am. Just let me advise you that verification of coverage does not guarantee payment of claim. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] OK, thank you so much that's all I need.
[AGENT][POSITIVE] OK. Well, since there isn't anything else that I can assist you with, [PII], you have a great rest of your day. Thank you for calling ATL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Mhm thank you, bye.