AccountId: 011433970860
ContactId: 997c0f92-c874-46db-a19d-a086f6e9594e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79550 ms
Total Talk Time (AGENT): 41484 ms
Total Talk Time (CUSTOMER): 31708 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/997c0f92-c874-46db-a19d-a086f6e9594e_20250403T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from the Cleveland Clinic in [PII]. I was just um calling to see if a policy was active for a patient.
[AGENT][POSITIVE] It would be my pleasure to help you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01930681ML8
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to help you with that eligibility today for [PII].
[AGENT][NEUTRAL] I am showing that her policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you very much.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.