AccountId: 011433970860
ContactId: 7ca55ee3-c42a-4bda-8c22-6a6bdb51e664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93720 ms
Total Talk Time (AGENT): 40680 ms
Total Talk Time (CUSTOMER): 40136 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7ca55ee3-c42a-4bda-8c22-6a6bdb51e664_20250509T17:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] at Cleveland Clinic. I'm calling to get eligibility for a patient. Not sure if I pressed the right key, but
[AGENT][POSITIVE] Yes, I can assist with that [PII] thank you. What is your callback number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is 1071066.
[AGENT][NEUTRAL] OK, let me just repeat that to you, please, [PII]. I have that as 1071066 that policy number.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][POSITIVE] Thank you so much and you're calling to verify eligibility. Would you also need benefits for the member or just eligibility?
[CUSTOMER][NEUTRAL] No, just eligibility for this month.
[AGENT][NEUTRAL] OK, the member shows effective as of [PII] and this policy currently shows active for the member.
[CUSTOMER][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] All right, perfect. Do you have a uh reference number for this call?
[AGENT][NEUTRAL] No, but you can use my name [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much you have a great weekend.
[AGENT][POSITIVE] You as well thank you for calling APL [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you. Thanks.
[CUSTOMER][NEUTRAL] Bye-bye.