AccountId: 011433970860
ContactId: c4fba5c6-c7fd-4ee7-852e-156eca308375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121120 ms
Total Talk Time (AGENT): 49902 ms
Total Talk Time (CUSTOMER): 46757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/c4fba5c6-c7fd-4ee7-852e-156eca308375_20250418T12:41_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] Hi [PII], this is [PII] from Cleveland Clinic. I'm just calling to um verify that a plan is active.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, sure, 1263312.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] So it looks like the active policy number will be 01426668.
[AGENT][POSITIVE] This plan is effective.
[CUSTOMER][NEUTRAL] So it.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat the number one more time?
[AGENT][NEUTRAL] 0142.
[CUSTOMER][NEUTRAL] 00142.
[AGENT][NEUTRAL] 666 8.
[CUSTOMER][NEUTRAL] 014266668
[AGENT][NEUTRAL] Yes, you have 3 6es.
[CUSTOMER][NEUTRAL] So 46 is in there?
[AGENT][NEUTRAL] 3.
[CUSTOMER][POSITIVE] Oh see I got too many 1 too many. thank you so much, OK.
[AGENT][POSITIVE] You're welcome, and this plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] All right perfect.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate your help.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.