AccountId: 011433970860
ContactId: a8b5f930-92c6-4317-851a-6938a5d10672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65069 ms
Total Talk Time (AGENT): 15513 ms
Total Talk Time (CUSTOMER): 37977 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a8b5f930-92c6-4317-851a-6938a5d10672_20250513T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling from Coral Springs, uh, Cleveland Clinic. I have a patient who have an appointment tomorrow. I just wanted to make sure their policy is active.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my first name is [PII] Last initial is [PII]. A good call back number is [PII].
[AGENT][NEUTRAL] OK, thank you, the cost. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, give me one second.
[CUSTOMER][NEUTRAL] It's 246-262-6.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, so the policy is effective [PII] and it's currently active.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.