AccountId: 011433970860
ContactId: 56caa667-4fde-4498-ba8c-659dabce319a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111209 ms
Total Talk Time (AGENT): 40450 ms
Total Talk Time (CUSTOMER): 76309 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/56caa667-4fde-4498-ba8c-659dabce319a_20250508T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] calling from Cleveland Clinic. I was calling to verify benefits for one of our patients.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 1071066.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] What you
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like specifically?
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And when did he want to see you back?
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII]. He is active.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Excuse me, and what benefits are you needing?
[CUSTOMER][NEUTRAL] Perfect, um, I just need to know that it that it is in fact active. OK, and can I have a confirmation number for this call?
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Perfect. And what was your name again? I'm sorry. Perfect, thank you so much. I appreciate it. Alright you too bye bye.
[AGENT][NEUTRAL] [PII] last initial [PII]
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APM, Ms. [PII]. Have a great day.
[AGENT][NEUTRAL] Bye.