AccountId: 011433970860
ContactId: 3e248ba3-9fd9-4ca0-90bb-57f0876e4989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133059 ms
Total Talk Time (AGENT): 51556 ms
Total Talk Time (CUSTOMER): 56255 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3e248ba3-9fd9-4ca0-90bb-57f0876e4989_20250505T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII] and I'm calling over from the Cleveland Clinic Foundation, and I needed to see if I could please get eligibility for a patient, please.
[AGENT][NEUTRAL] Of course, [PII], I can help you with that. And may I have your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you so much, of course, and may I have that policy number please?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yes, it is 026-06689.
[AGENT][POSITIVE] Thank you very much. Let me just repeat that to make sure I have that correct. I have that as 02606689.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you so much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That is for [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information, [PII], and you're calling to verify eligibility. Would you also need benefits for the member as well or just eligibility?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you know what, all I really need is just the eligibility. Thank you so much.
[AGENT][NEUTRAL] You're welcome. You're welcome, and this number shows effective as of [PII] and it shows active the policy.
[CUSTOMER][NEUTRAL] And you said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right. And then [PII], do you have a, a reference number to the call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, but please use my name in today's date and my last initials [PII] like.
[CUSTOMER][POSITIVE] Perfect. I appreciate you. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome and thank you so much for calling APS. You have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Hm