AccountId: 011433970860
ContactId: d34226eb-c3c4-43d1-b478-82fb8aa62396
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100269 ms
Total Talk Time (AGENT): 42988 ms
Total Talk Time (CUSTOMER): 52920 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/d34226eb-c3c4-43d1-b478-82fb8aa62396_20250318T19:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Cleveland Clinic. I need to check eligibility for patient.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Sure you can use [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 01973043 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is uh [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, she was born on [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for eligibility today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Right, um, she's scheduled to have a visit with a gycologist, so I need to wear network and all of that.
[AGENT][NEUTRAL] OK, I do show um it looks like this policy, uh, canceled on.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] [PII]. I'm not showing any other active policies with us.
[CUSTOMER][NEUTRAL] [PII]. I'm not showing any other active policies.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, I see. Just the call reference number if you got one.
[AGENT][NEUTRAL] Yes, sir, to reference the call, you will use my name, [PII] and today, today's date.
[CUSTOMER][POSITIVE] Awesome alright perfect thank you so much have a good one.
[AGENT][POSITIVE] You have a wonderful day thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.