AccountId: 011433970860
ContactId: 2c4e33b6-2a33-47f3-89be-a24c53579d78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165059 ms
Total Talk Time (AGENT): 48602 ms
Total Talk Time (CUSTOMER): 101428 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2c4e33b6-2a33-47f3-89be-a24c53579d78_20250506T16:36_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the Cleveland Clinic Foundation. I'm just calling on behalf of a member to verify eligibility for a data service.
[AGENT][POSITIVE] OK, I can help.
[CUSTOMER][NEUTRAL] Because he got some, he got a new claim, um, he got a new card, so he needed to verify that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, of course, our best callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, he gave me the, I have the group number, it's 15371 and then the outpatient benefit number he gave me is 02568993M as in Mary, L as in lion and then 8.
[AGENT][NEUTRAL] OK, if you could verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Yep, it's gonna be [PII]. I have to spell it [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you you're calling for eligibility today.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I show this policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Because the one that we have is his old one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that, and then also I just wanted to know is the claim information still the same as for the PO box address? What I, I just want to verify the information that I have here, um, it's [PII], uh, OK, [PII], is that still the same?
[AGENT][NEUTRAL] That is still the same, yes, ma'am.
[CUSTOMER][POSITIVE] OK awesome and then the fax just in case it's [PII] correct?
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK awesome so yep I will go ahead and get that update. Well thank you so much, [PII] I greatly appreciate it and do you have a reference number for this call as well?
[AGENT][NEUTRAL] You're welcome, Des.
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, so we'll go ahead and put that there. Well, thank you so much, [PII]. I greatly appreciate you have a great day as well.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.