AccountId: 011433970860
ContactId: 05d41a98-0d73-4ca0-b433-082183bf361f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122449 ms
Total Talk Time (AGENT): 45188 ms
Total Talk Time (CUSTOMER): 48060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/05d41a98-0d73-4ca0-b433-082183bf361f_20250603T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling you from Cleveland Clinics, Florida, and I just wanted eligibility and some benefits for a patient.
[AGENT][NEUTRAL] OK, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is uh 021-87100 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Her name is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that. Uh, so this policy did terminate [PII]. However, if you give me one moment, I'll see if she has one that's active. It might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so she does not, this was the only policy she had with us.
[CUSTOMER][NEUTRAL] Oh, that's OK. Uh, can I have again your name and last name initial?
[AGENT][NEUTRAL] Sure, uh, my name is spelled [PII], and was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much. Have a nice day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.