AccountId: 011433970860
ContactId: 61fba07b-9441-436c-978d-5498548c32ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83239 ms
Total Talk Time (AGENT): 29765 ms
Total Talk Time (CUSTOMER): 38362 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/61fba07b-9441-436c-978d-5498548c32ef_20250409T13:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Cleveland Clinic South ED. How are you?
[AGENT][NEUTRAL] I'm fine how are you? How are you?
[CUSTOMER][NEUTRAL] I'm good thank you I'm just calling to verify eligibility for one of your members.
[AGENT][NEUTRAL] I can help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Outpatient it's 01.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 7320.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm sorry, it's ML8.
[AGENT][POSITIVE] Oh no. Oh no, thank you. That, thank you. I appreciate that. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't even know the number.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] It looks like the policy went into effect on [PII] and it is active. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK, [PII] and it's active, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting APO.