AccountId: 011433970860
ContactId: c63966b9-2121-4a40-9997-7514f62c3661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78910 ms
Total Talk Time (AGENT): 34188 ms
Total Talk Time (CUSTOMER): 36401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c63966b9-2121-4a40-9997-7514f62c3661_20250609T17:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from Cleveland Clinic, Florida, um, in [PII]. I just need to verify a patient's eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], I cannot hear today. I'm sorry.
[CUSTOMER][NEUTRAL] Sorry, my voice
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is uh OK uh 021 03258.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] OK, that's all I needed to know, thank you so much.
[AGENT][POSITIVE] Oh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.