AccountId: 011433970860
ContactId: 8060aa28-36ca-4748-9e8b-b4f40f322ec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116589 ms
Total Talk Time (AGENT): 50238 ms
Total Talk Time (CUSTOMER): 43670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8060aa28-36ca-4748-9e8b-b4f40f322ec1_20250207T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][POSITIVE] Sure, I can assist you with eligibility, [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. With extension [PII].
[AGENT][NEUTRAL] OK. And where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is a facility that is a Cleveland Clinic Foundation.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK. Thank you. May I have the patient's policy number [PII]?
[CUSTOMER][NEUTRAL] Yes, one moment. It is 02585352.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you just need eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is there any call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Thank you so much for the information. Have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.