AccountId: 011433970860
ContactId: 6275fd4c-ef43-40fe-8d02-4d0ba7cef3e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86300 ms
Total Talk Time (AGENT): 29977 ms
Total Talk Time (CUSTOMER): 49966 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6275fd4c-ef43-40fe-8d02-4d0ba7cef3e9_20250217T18:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling from Cleveland Clinic Coral Springs, Florida. We have a patient who has an appointment tomorrow. I wanted to check on the status of the policy.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] My first name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] We go, it's 021-71362 M as in Mary L then 8 so 02171362 ML8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and let's see, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII], last name is [PII], female [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, well, I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][POSITIVE] Alright thank you so much miss you have a good day now.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APL because. bye.
[CUSTOMER][NEUTRAL] Hello