AccountId: 011433970860
ContactId: 8c235231-c918-4aac-9cc5-a2b547ff2869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149119 ms
Total Talk Time (AGENT): 51080 ms
Total Talk Time (CUSTOMER): 60040 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8c235231-c918-4aac-9cc5-a2b547ff2869_20250326T20:09_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm calling you from Cleveland Clinic Florida.
[CUSTOMER][NEUTRAL] Uh, this is in reference to a patient. I'd like to know about the eligibility status, please.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] The policy number, certification number.
[CUSTOMER][NEUTRAL] In hospital benefit certification number is 20217.
[CUSTOMER][NEUTRAL] 1362 ML 8.
[AGENT][NEUTRAL] OK, you said 20217.
[AGENT][NEUTRAL] 136
[CUSTOMER][NEUTRAL] No, 021-71362 ML 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm sorry, [PII]. Do, do you mind spelling the, the, uh, giving me the, sorry, the policy number one more time because the, the number that I, that I have is, is not coming up. Um, you said it 02, yes, you said 02.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 021 7.
[CUSTOMER][NEUTRAL] 1362 M as in mom, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Um, now, is there anything else besides eligibility that I can tell you about the secondary insurance?
[CUSTOMER][POSITIVE] Uh, no, no, that's it. OK, thank you so much, OK? So she's active. OK, perfect.
[AGENT][POSITIVE] This, OK, well, thank you for contact.
[AGENT][NEUTRAL] OK, there's not you guys can help us. Thanks for contacting A.
[CUSTOMER][NEUTRAL] Bye bye.