AccountId: 011433970860
ContactId: 80dabc0c-fbaa-48d0-ab7c-3331a57d739e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84370 ms
Total Talk Time (AGENT): 39780 ms
Total Talk Time (CUSTOMER): 42755 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/80dabc0c-fbaa-48d0-ab7c-3331a57d739e_20250116T17:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from the Cleveland Clinic in [PII]. I'm trying to verify if the policy is active.
[AGENT][POSITIVE] No, it would be my pleasure to assist you. May I ask your name and callback number?
[CUSTOMER][NEUTRAL] [PII] last initial S telephone number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] It's 01802550 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with eligibility and benefits for [PII]. I am showing that our policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Alright, it was a pleasure to assist you with that eligibility. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it, thank you. OK.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.