AccountId: 011433970860
ContactId: 503cea27-3546-4a6e-a9c1-eb9c289be979
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125860 ms
Total Talk Time (AGENT): 42837 ms
Total Talk Time (CUSTOMER): 46252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/503cea27-3546-4a6e-a9c1-eb9c289be979_20250127T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I wanted to check, um, eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Yep my name's [PII].
[CUSTOMER][NEUTRAL] And the number
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Cleveland Clinic.
[AGENT][NEUTRAL] OK and then the patient's name?
[CUSTOMER][NEUTRAL] It's [PII] is the first name and the last name is [PII], uh, so that's [PII] is the second part and the first part is Chin.
[AGENT][NEUTRAL] OK, thank you. And then what is the insured's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] Uh, you said policy number?
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] OK, so that's 01867101 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that um Miss [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] All right thank you have a great day too bye.
[AGENT][NEUTRAL] You too. Bye-bye, [PII].