AccountId: 011433970860
ContactId: a916eba9-1d48-41c5-84f0-54fab732fb84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133729 ms
Total Talk Time (AGENT): 54318 ms
Total Talk Time (CUSTOMER): 66766 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a916eba9-1d48-41c5-84f0-54fab732fb84_20250213T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name's [PII]. I'm calling from the Cleveland Clinic, Florida. I just need to verify eligibility on a patient.
[AGENT][NEUTRAL] I can verify eligibility, [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 01894931 M as in Mary L 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I wanna say, um 726 86.
[AGENT][NEUTRAL] Thank you for verifying that information. Let me get this pulled up.
[AGENT][NEUTRAL] So it looks like the active policy number is 02496871 plans effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so the I we had the wrong ID or they, they changed policies?
[AGENT][NEUTRAL] It just changed plans.
[CUSTOMER][NEUTRAL] Got you. And it's a Medicare. I mean, no, not a Medicarewa. What am I looking at? It's a secondary?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] 6124. OK, can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, I just wanna verify the ID number again you said 024968 was it 71?
[AGENT][NEUTRAL] 71, yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect um let me just see, is it still going to the [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, perfect. Thanks so much. Have a great day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.