AccountId: 011433970860
ContactId: 87e01198-bccb-4355-ac04-de06a85d44ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71709 ms
Total Talk Time (AGENT): 27732 ms
Total Talk Time (CUSTOMER): 38157 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/2025/06/05/87e01198-bccb-4355-ac04-de06a85d44ed_20250605T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Cleveland Clinic, just calling to see if the patient has active benefits.
[AGENT][NEUTRAL] OK, I can verify the eligibility for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure. Her number is, let me take a look here.
[CUSTOMER][NEUTRAL] Uh, it looks like 1542311 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh sure, [PII].
[CUSTOMER][NEUTRAL] Um, oh my God, my mind just went blank. [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you so much. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Sure. Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Oh, yes, ma'am. Thank you for calling APM Miss [PII]. Have a great day.
[CUSTOMER][POSITIVE] Have a good day. You too, bye bye.
[AGENT][NEUTRAL] OK.