AccountId: 011433970860
ContactId: 3b176539-5d18-4ce3-905a-a0bdf23c5060
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99900 ms
Total Talk Time (AGENT): 54548 ms
Total Talk Time (CUSTOMER): 40492 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/3b176539-5d18-4ce3-905a-a0bdf23c5060_20250205T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Cleveland Clinic to verify eligibility and a mutual patient, please.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with the eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That it's going to be 02270257 M as in Mary, L as in Louise 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] That is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And I'll be happy to assist you with that eligibility. Now, that policy number you gave me is no longer active as of [PII]. She has active coverage under another policy number. Can I give you her active information?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, so same kind of plan, just different policy number.
[AGENT][NEUTRAL] That's correct. So her active policy number as of [PII] is 256-4525.
[CUSTOMER][NEUTRAL] OK alright
[CUSTOMER][NEUTRAL] OK, so it was 256-452-5 and that was effective again?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] OK, alrighty perfect thank you for verifying that information that's all I needed today.
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with the eligibility. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.