AccountId: 011433970860
ContactId: 8ada5ed6-3c2a-44fd-94a4-bfa861c5f6d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183919 ms
Total Talk Time (AGENT): 60619 ms
Total Talk Time (CUSTOMER): 70632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/8ada5ed6-3c2a-44fd-94a4-bfa861c5f6d0_20250527T16:01_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Cleveland Clinic, and I need to verify a patient's eligibility. I'm hoping you can help me out.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, that number is.
[CUSTOMER][NEUTRAL] 02583666 M as in Mary, L as in library, 7.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][POSITIVE] And thank you so much [PII], for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, and you said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you guys are like a secondary policy correct?
[AGENT][NEUTRAL] Where they're supplemental, yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. Um, and then can I get
[CUSTOMER][NEUTRAL] Um, a claims address for this policy?
[AGENT][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you repeat that zip code for me one more time?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, and is this the best phone number to use to um call with anything?
[AGENT][POSITIVE] Yes, this would be the best number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then can I get a reference number for uh this call?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That was
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] No, that's all right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you bye.