AccountId: 011433970860
ContactId: 1005b37a-c72e-465e-b4b5-bc4dfe942331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139740 ms
Total Talk Time (AGENT): 61988 ms
Total Talk Time (CUSTOMER): 55092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/1005b37a-c72e-465e-b4b5-bc4dfe942331_20250307T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] I'm sorry, I missed your name. I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. Um, my name is [PII] calling from Cleveland Clinic. I'm calling for eligibility. Are you able to assist?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with um eligibility. Could I get your name one more time and a good callback number?
[CUSTOMER][NEUTRAL] Yes, I'm
[CUSTOMER][NEUTRAL] Yes, it's [PII] and [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have it as 1299851ML7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] There's nothing else I can say to that. Um, could I get a call reference number if that's possible? She doesn't have any other active plans, by the way.
[AGENT][NEUTRAL] Um, no, ma'am. I checked and I'm not showing any active, active policies on file.
[CUSTOMER][NEUTRAL] This one?
[CUSTOMER][NEUTRAL] OK, and you said it expired [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Thank you and is it possible I could get a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is spelled [PII] and the last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] When you said [PII], is that [PII] for [PII] or V for [PII], sorry?
[AGENT][NEUTRAL] Um, [PII] for [PII].
[CUSTOMER][POSITIVE] Thank you, have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] Bye bye bye.