AccountId: 011433970860
ContactId: 971ba979-74ff-4223-a8ea-c2211e27fb42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120309 ms
Total Talk Time (AGENT): 45230 ms
Total Talk Time (CUSTOMER): 48259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/971ba979-74ff-4223-a8ea-c2211e27fb42_20250530T15:00_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, my name is [PII]. I'm calling from the Cleveland Clinic Foundation. Um, I'm just calling to confirm eligibility for a patient that we have. I don't know if I in the right department.
[AGENT][NEUTRAL] Yes ma'am, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Just bring it up here in the system.
[CUSTOMER][NEUTRAL] So the policy number is 01719.
[CUSTOMER][NEUTRAL] 340.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's um [PII]. Her last name is [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, perfect. And then is there like a confirmation number or anything?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK. What's your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, you're welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.