AccountId: 011433970860
ContactId: 8eed7f26-cf56-4e3a-a3c1-ad2603773114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184350 ms
Total Talk Time (AGENT): 85640 ms
Total Talk Time (CUSTOMER): 79048 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/8eed7f26-cf56-4e3a-a3c1-ad2603773114_20250501T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient's medical eligibility. Could you please help for that?
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII] and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. My good callback number is [PII].
[AGENT][NEUTRAL] I'm sorry, you cut off on the extension. You said the extension is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And may I have the name of the facility for my notation?
[CUSTOMER][NEUTRAL] Yes, sir. I'm calling from Cleveland Clinic Foundation State is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, sure. I do have the patient's policy number starts with 02144223 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII], middle name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] And you said you need an eligibility. This particular policy was effective on [PII] and it terminated [PII].
[AGENT][NEUTRAL] Um, and then she had another one.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] Uh yes. My name is [PII]. That's [PII]. Last [PII].
[CUSTOMER][NEUTRAL] Uh, what is the new policy number?
[AGENT][NEUTRAL] 02505764
[AGENT][NEUTRAL] And it was effective [PII], terminated [PII].
[CUSTOMER][NEUTRAL] The policy is no longer. It's already done. The new ID is also also already downloaded from 11 of 124 and through 41 of 125. Am I right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 41, no, no any active policy is not on, not active for this month and this month it says 51 [PII]. Thank you so much all [PII] call someone for this call.
[AGENT][NEUTRAL] Mm, no other policy, no.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like.
[CUSTOMER][POSITIVE] Thank you. Thank you so much, [PII] as well as [PII]. You said call no any active policy is not one for this patient. Thank you so much for your patience and assistance. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome Miss [PII] and thank you for calling APL. Bye-bye.