AccountId: 011433970860
ContactId: 1892c5a2-cdec-4d06-86a5-bd8d86bc4b23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85639 ms
Total Talk Time (AGENT): 40469 ms
Total Talk Time (CUSTOMER): 37209 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1892c5a2-cdec-4d06-86a5-bd8d86bc4b23_20250506T15:51_UTC.wav
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[CUSTOMER][NEUTRAL] No, not tonight.
[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, I'm calling from the Cleveland Clinic in [PII]. I was just trying to verify if a policy was active.
[AGENT][NEUTRAL] OK, yeah, I can see that policy is still active. Um, what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's um
[CUSTOMER][NEUTRAL] 247 um 2,473,050.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] correct
[CUSTOMER][NEUTRAL] you want
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] I see. OK, thank you very much.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] Thank you bye bye.