AccountId: 011433970860
ContactId: 3902dbf5-7893-4655-878b-75b3f50a9fa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124120 ms
Total Talk Time (AGENT): 32033 ms
Total Talk Time (CUSTOMER): 58923 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3902dbf5-7893-4655-878b-75b3f50a9fa5_20250213T18:02_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Hey, I'm calling from Cleveland Clinic Coral Springs, Florida. We have a patient who has an appointment tomorrow. I wanted to see if their policy is active.
[AGENT][NEUTRAL] I can check that for you. What's your name?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] OK, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] One second, I can get you it's.
[CUSTOMER][NEUTRAL] 1978634.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] And the name of the patient is [PII].
[CUSTOMER][NEUTRAL] She's a female.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry about the commotion at the back.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And did you say that the patient's name is [PII]?
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Mhm. Spell the first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and we're just.
[CUSTOMER][NEUTRAL] And the last name.
[AGENT][NEUTRAL] Mhm, I have it and we're just checking the eligibility date.
[CUSTOMER][NEUTRAL] Go ahead
[CUSTOMER][NEUTRAL] Yeah, I just wanted to see if their policy is active because they do have an appointment tomorrow, so I just like to do a day before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the effective date is [PII]. The policy is active at this time. Any other questions by call?
[CUSTOMER][POSITIVE] No, thank you so much for your help today, miss. You have a wonderful day now.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.