AccountId: 011433970860
ContactId: 0aaa6e53-44e4-4370-9305-d8384abe029d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63319 ms
Total Talk Time (AGENT): 27558 ms
Total Talk Time (CUSTOMER): 29337 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0aaa6e53-44e4-4370-9305-d8384abe029d_20250123T17:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name's [PII]. I'm calling from the Cleveland Clinic in [PII]. I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on eligibility. What's their policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02518175
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[AGENT][NEUTRAL] May I please have patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Alright, thank you so much. So the patient plan is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, and I'm sorry, your name again?
[AGENT][NEUTRAL] My name is [PII], that's [PII] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.