AccountId: 011433970860
ContactId: 031e809d-4818-422d-b828-2f2f9dd85ea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109639 ms
Total Talk Time (AGENT): 53767 ms
Total Talk Time (CUSTOMER): 44962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/031e809d-4818-422d-b828-2f2f9dd85ea4_20250408T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from Cleveland Clinic, and I was calling to verify a member's eligibility, please.
[AGENT][NEUTRAL] Of course I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely, that's [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have 02492411.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that [PII]. So this policy terminated [PII]. If you'll give me one moment I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so no, this was the only policy that [PII] had with us.
[CUSTOMER][NEUTRAL] And it turned on [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then do you have the start date?
[AGENT][NEUTRAL] Yes, uh, the effective date was [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call, [PII]?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, no thank you, thank you so much and have a great day.
[AGENT][POSITIVE] Of course, thanks [PII]. You too. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.