AccountId: 011433970860
ContactId: 793df11f-5ffb-4df6-8d66-c78867089add
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194300 ms
Total Talk Time (AGENT): 72947 ms
Total Talk Time (CUSTOMER): 91718 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/793df11f-5ffb-4df6-8d66-c78867089add_20250415T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][POSITIVE] Yes, ma'am, I sure can help you with eligibility. Uh, can I please get you to spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, my name spells like [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] and then what is the callback number and the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, the callback number it is [PII].
[CUSTOMER][NEUTRAL] With extension [PII] and the facility's name is Cleveland Clinic Foundation.
[AGENT][NEUTRAL] Thank you. And then may I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, so the patient's ID is going to be 009.
[CUSTOMER][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] And the patient name is [PII].
[CUSTOMER][NEUTRAL] The date of birth, it is [PII].
[AGENT][NEUTRAL] OK, let me look up that patient real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do have [PII] up now. Uh, she is active. The policy is current and the effective date is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, you said the policy is effective from [PII] and still currently active, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. And could you please provide me the group number and group name for this policy?
[AGENT][NEUTRAL] Yes ma'am, the group number is 16312.
[AGENT][NEUTRAL] The group name is Healthy Mothers, Healthy Babies of.
[AGENT][NEUTRAL] Palm
[CUSTOMER][NEUTRAL] Healthy mother and healthy babies of, could you please repeat again? Healthy mother.
[AGENT][NEUTRAL] Healthy mothers, healthy mothers, healthy babies of Palm, P A L M.
[CUSTOMER][NEUTRAL] Oh, PA, ma'am. Thank you very much. And could you please spell out your name for the documentation purpose?
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] Yes ma'am, you spell my name [PII]
[CUSTOMER][POSITIVE] Thank you very much for that. And could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you very much, sorry. Thank you for the help. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye bye bye.