AccountId: 011433970860
ContactId: 373c92a1-3446-485b-b015-904d6485bd8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87500 ms
Total Talk Time (AGENT): 31190 ms
Total Talk Time (CUSTOMER): 47487 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/373c92a1-3446-485b-b015-904d6485bd8d_20250527T20:31_UTC.wav
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[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from Cleveland Clinic Gynecology. I was calling to verify a mutual, uh, patient's benefits.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do we have their policy number?
[CUSTOMER][POSITIVE] Yes, let me get it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it should be 02353000 ML 8.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name, last name is [PII] The first name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members sec uh secondary insurance, so this covers deductible, co-pay, and co-insurance. The primary doesn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. I just have to mark in our system that is verified then thank you so much.
[AGENT][POSITIVE] No problem. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye.