AccountId: 011433970860
ContactId: 02cc3032-781c-4c47-8216-89d0fd94eecf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115260 ms
Total Talk Time (AGENT): 24386 ms
Total Talk Time (CUSTOMER): 38586 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/02cc3032-781c-4c47-8216-89d0fd94eecf_20250605T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the Cleveland Clinic Foundation of Vility. I am trying to check patients eligibility, benefits, and network participation.
[AGENT][POSITIVE] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] I have here.
[CUSTOMER][NEUTRAL] 02566961.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] I show this policy terminated [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I get the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, can you repeat it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I guess there is no active coverage for the patient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Medical reference number?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you and have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye bye.