AccountId: 011433970860
ContactId: dd86f176-335b-4453-8d06-5ffadc6f5ea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127209 ms
Total Talk Time (AGENT): 43758 ms
Total Talk Time (CUSTOMER): 39120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/dd86f176-335b-4453-8d06-5ffadc6f5ea2_20250314T12:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Cleveland Clinic. I need to verify if uh my patient has um active coverage.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is sorry.
[CUSTOMER][NEUTRAL] 01699811 M as in mother L as in Larry 7.
[AGENT][POSITIVE] And a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that information for me, [PII].
[AGENT][NEUTRAL] And we're just checking um whether or not the policy is active, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII] and the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK great thank you so much do you have a reference number for this call?
[AGENT][NEUTRAL] Any
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] [PII]. And did you have any other questions we can help with today?
[CUSTOMER][POSITIVE] Uh, no, that would be it. Thank you so much. I do appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.