AccountId: 011433970860
ContactId: ffa27e4a-2fe4-496b-8dbd-1a302417fbc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330160 ms
Total Talk Time (AGENT): 124844 ms
Total Talk Time (CUSTOMER): 118848 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ffa27e4a-2fe4-496b-8dbd-1a302417fbc8_20250507T17:38_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hi, this is [PII].
[AGENT][POSITIVE] Yes, [PII], how can I help you?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes, [PII], my name is [PII]. I'm with American Public Life. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check the eligibility of the patient. Can you please help me with that?
[AGENT][NEUTRAL] I can help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yes. Give me a moment. I'm gonna tell you that.
[CUSTOMER][NEUTRAL] Uh, the policy number is 101788218 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, could you tell me the policy number again?
[CUSTOMER][NEUTRAL] 01788218 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. I'm just checking that.
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Call back number [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you very much. It looks like they had a policy with us from [PII] until [PII], but it looks like the policy lapsed as of November.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sorry, [PII]?
[AGENT][NEUTRAL] Yes, it looks like they had a policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, yes, they have a policy with us from Sep [PII], but they don't have a policy with us anymore.
[CUSTOMER][NEUTRAL] Active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you provide me with your ID number, please?
[AGENT][NEUTRAL] I, I beg your pardon?
[CUSTOMER][NEUTRAL] Payer ID number I need. Can you please provide me that?
[AGENT][NEUTRAL] Uh, yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, I need a payer ID number. Payer ID number I need.
[AGENT][NEUTRAL] Oh, I pay ID.
[AGENT][NEUTRAL] OK, it's 60801.
[CUSTOMER][NEUTRAL] 60801. Occupation group number I need?
[AGENT][NEUTRAL] OK, the group number?
[AGENT][NEUTRAL] It's 7, excuse me, I'm sorry, 173.
[AGENT][NEUTRAL] 91.
[CUSTOMER][POSITIVE] OK, thank you so much. Can you please provide me the correct mailing address?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, it's uh [PII], and it's [PII].
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Can you repeat once again, [PII]?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh yes, uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Whatever I don't I don't.
[CUSTOMER][NEUTRAL] Uh, ma'am, I'm gonna tell you once again. [PII], right?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Can you uh uh [PII]?
[AGENT][NEUTRAL] OK, the, the [PII] number.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Correct?
[AGENT][POSITIVE] [PII]. That's correct, that is correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and the zip code.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII]. I got it, got it, ma'am, I got it. Thank you so much for that. And uh can you spell your name please for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Why?
[CUSTOMER][POSITIVE] OK. OK, [PII], have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, well thank you for contacting EPR.