AccountId: 011433970860
ContactId: cb3a7d55-02f7-461a-824f-f524971b843e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59770 ms
Total Talk Time (AGENT): 27190 ms
Total Talk Time (CUSTOMER): 24009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/cb3a7d55-02f7-461a-824f-f524971b843e_20250422T15:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, my name is [PII] from Cleveland Clinic registration. I was calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can assist with that [PII], what's your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] 02478711
[AGENT][NEUTRAL] Yeah, I have the 02478711. Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you very much and you're just calling to verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, the member shows effective as of [PII], and this policy shows active as a supplement to medical.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You as well thanks for calling APL. Take care.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Um, thank you, bye bye.
[AGENT][NEUTRAL] Bye.