AccountId: 011433970860
ContactId: 8321ca31-aa05-4f2e-8a41-daae05bf3714
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226860 ms
Total Talk Time (AGENT): 73358 ms
Total Talk Time (CUSTOMER): 70105 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/8321ca31-aa05-4f2e-8a41-daae05bf3714_20250214T16:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes. Hi, my name is [PII]. I'm calling from provider's office to check the patient's medical eligibility. Could you please help?
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My callback number [PII].
[AGENT][NEUTRAL] And Mr. uh, where are you calling from? What facility or provider?
[CUSTOMER][NEUTRAL] The provider's name is Cleveland Clinic Foundation.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient's policy ID here it is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 090892 ML 8.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Member's name I have is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The date of [PII].
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] Last name is spelled out like [PII]
[AGENT][NEUTRAL] And you say you need eligibility today. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. Is there any group name and the group number?
[AGENT][POSITIVE] Yes, um, let me get that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group name is traffic Management Solution.
[AGENT][NEUTRAL] And the group number is 19351.
[CUSTOMER][NEUTRAL] The group name is Traffic.
[CUSTOMER][NEUTRAL] Management solution.
[AGENT][NEUTRAL] Yes, traffic management solutions.
[CUSTOMER][NEUTRAL] OK. And the group number 19351?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Thank you. Could you please spell your name?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Is it S [PII] and the last name initial [PII]?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Thank you. And could you please spell, uh, could you please provide me the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for the help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, it is enough for me. Thank you very much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You too have a great day and have a great weekend.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.