AccountId: 011433970860
ContactId: 9452a54f-1660-408b-8260-13ba36193593
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76220 ms
Total Talk Time (AGENT): 32339 ms
Total Talk Time (CUSTOMER): 25640 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/9452a54f-1660-408b-8260-13ba36193593_20250429T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Cleveland Clinic registration and I was calling to check eligibility for a patient.
[AGENT][NEUTRAL] Of course, I can help you with the eligibility today. Do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I have 02464973.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Right, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Great. And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, it's [PII] [PII].
[AGENT][NEUTRAL] OK, so it looks like the policy is currently active. The effective date was [PII].
[CUSTOMER][POSITIVE] OK. All right. Thank you so much, [PII]. You have a good day.
[AGENT][NEUTRAL] Yeah. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am. That's all I needed.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. You have a good day too.
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.
[AGENT][NEUTRAL] OK. Mhm. Bye.