AccountId: 011433970860
ContactId: 2ef5622d-2d27-4266-83b7-0db69452f97f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91239 ms
Total Talk Time (AGENT): 36402 ms
Total Talk Time (CUSTOMER): 41616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2ef5622d-2d27-4266-83b7-0db69452f97f_20250606T19:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I'm calling from uh Cleveland Clinic Foundation.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII], I just want to check on eligibility for a patient whether the policy is active or not.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02377438 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I have one that is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII], uh, that is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], I'm sorry, [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Yup, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Do you have any reference number?
[AGENT][NEUTRAL] You may use my name at today's date if you like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day. Mhm bye.
[CUSTOMER][POSITIVE] Thank you sir, thank you, [PII].
[CUSTOMER][NEUTRAL] Bye bye, bye bye.