AccountId: 011433970860
ContactId: 69cb957e-11c1-44de-8f2e-031e429e57fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88879 ms
Total Talk Time (AGENT): 30766 ms
Total Talk Time (CUSTOMER): 48468 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/69cb957e-11c1-44de-8f2e-031e429e57fc_20250505T14:05_UTC.wav
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[CUSTOMER][NEUTRAL] 347
[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. We're calling from the Cleveland Clinic facility in regards to the patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] That would be [PII]. Best call that number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good policy number on the patient?
[CUSTOMER][NEUTRAL] Yes, um, patient policy number would be.
[CUSTOMER][NEUTRAL] 02 37 0301 M as in Mary L as in Larry 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name would be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you, um, you just need eligibility or benefits?
[CUSTOMER][NEUTRAL] Just eligibility please.
[AGENT][NEUTRAL] It looks like her policy is effective [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect. And is it in network with the C clinic facility?
[AGENT][NEUTRAL] Um, this is a secondary policy, so there's no network applicable.
[CUSTOMER][NEUTRAL] OK, may I have a reference number please?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, I hope you have a good one.
[AGENT][POSITIVE] Thank you for calling APS. You too. Bye-bye.