AccountId: 011433970860
ContactId: 4ab7c6bc-7a57-4e96-bdf4-19b86df9c92c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96379 ms
Total Talk Time (AGENT): 41997 ms
Total Talk Time (CUSTOMER): 54988 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/4ab7c6bc-7a57-4e96-bdf4-19b86df9c92c_20250523T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Cleveland Clinic Foundation. I'm calling to verify eligibility and benefits for member.
[AGENT][NEUTRAL] OK, I could check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] OK, I can check all the benefits for you. Uh, yeah, can I get a good call back number from you?
[CUSTOMER][NEUTRAL] Of course. Yes, that is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Thank you and do you have that policy number? Yes, that is 02506734.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] OK, and what was the name and date of birth? Yes, my first name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, they do not. That was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK, they do not. That was the last policy with us. That's the last one. OK, no problem. So thank you so much for the information. May I know your name and last name [PII] for reference.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, that would be uh [PII], and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, no, [PII], that would be at this time. Thank you so much. Have a nice.
[AGENT][POSITIVE] Of course, thanks for calling ATL. You too. Bye bye.
[CUSTOMER][NEUTRAL] OK, bye.