AccountId: 011433970860
ContactId: 6dbbc970-90b1-4cf9-9058-d7bc503f0c60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135389 ms
Total Talk Time (AGENT): 59277 ms
Total Talk Time (CUSTOMER): 56913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6dbbc970-90b1-4cf9-9058-d7bc503f0c60_20250408T15:53_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from Cleveland Clinic in [PII]. I'm just calling to um confirm insurance for a patient.
[AGENT][POSITIVE] OK, sure, I can.
[CUSTOMER][NEUTRAL] Well, to verify
[AGENT][NEUTRAL] OK, I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh hold on, let me tell you what that number is. It'll be it'll be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 01699586M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and the birthday is [PII].
[AGENT][NEUTRAL] Alright, and thank you. Um, let me check and see if I have a new policy. This one is terminated, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see a new one. Let me know when you're ready for the new policy number.
[CUSTOMER][NEUTRAL] OK, you let me know when I'm ready.
[AGENT][NEUTRAL] OK, the new policy number is 0247.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3049.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 49 and that's the new OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm. Yes. Uh, the effective date is [PII]. It is active and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, correct. OK.
[CUSTOMER][POSITIVE] All right, sounds good. [PII]. OK, thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Yeah, OK, well thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.