AccountId: 011433970860
ContactId: 2eb40773-315b-44d1-b896-689e0dfc612f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148410 ms
Total Talk Time (AGENT): 63163 ms
Total Talk Time (CUSTOMER): 41358 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/2eb40773-315b-44d1-b896-689e0dfc612f_20250403T18:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from provider's office. Um, I wanted to verify the APL benefits for patients.
[AGENT][POSITIVE] Oh sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility or the office you're calling from?
[CUSTOMER][NEUTRAL] Cleveland Clinic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 01802550 M as in Mary, L as in Lake 8.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] Is it an office setting?
[CUSTOMER][NEUTRAL] It's an annual exam.
[AGENT][NEUTRAL] Wellness. OK. Mm.
[AGENT][NEUTRAL] Yeah, this one doesn't cover any preventative or wellness. Uh, this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call?
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date if you will. You need the spelling of my name or any other information, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, just the spelling of your name.
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.