AccountId: 011433970860
ContactId: afeb0b37-3981-4f22-a97f-daf8b3b40aa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116169 ms
Total Talk Time (AGENT): 38047 ms
Total Talk Time (CUSTOMER): 62041 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/2025/05/27/afeb0b37-3981-4f22-a97f-daf8b3b40aa2_20250527T20:46_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. I'm calling from Cleveland Clinic Gynecology and Neurology on behalf of a mutual patient.
[AGENT][POSITIVE] Great. How can I help today?
[CUSTOMER][NEUTRAL] I'm calling because um a patient of ours is unverified in the system and we can't run it through your verification so I just wanted to confirm his benefits.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02487956ML8.
[AGENT][NEUTRAL] All right, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's last name is [PII]
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. Uh, we are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Let me just write that all down.
[CUSTOMER][NEUTRAL] And then do you happen to have a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is going to be my name with today's date. My name again is [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII] T 527 2025.
[AGENT][POSITIVE] Yep, that is correct.
[CUSTOMER][POSITIVE] And OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.