AccountId: 011433970860
ContactId: f48cb9f9-3a7b-4990-a59e-de471fe4f1a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168929 ms
Total Talk Time (AGENT): 52605 ms
Total Talk Time (CUSTOMER): 47474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f48cb9f9-3a7b-4990-a59e-de471fe4f1a3_20250304T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was trying to see if a um patient has insurance for you guys.
[AGENT][NEUTRAL] OK, I can check and see. I can give you eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm calling from Cleveland Clinic Emergency registration.
[AGENT][NEUTRAL] OK, I'm sorry, can you repeat your name? I didn't quite catch that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is, hold on one second.
[CUSTOMER][NEUTRAL] K 9033766202
[AGENT][NEUTRAL] Mr. [PII], that's not our policy number. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] Um, are you looking for like his social or?
[AGENT][NEUTRAL] If you have the social, I can use that.
[CUSTOMER][NEUTRAL] OK, his social is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What is his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me try the social one more time. You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't see that social in our system. Are you trying to reach APL American Public Life?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Emblem Health.
[AGENT][NEGATIVE] Oh yeah, you're calling the wrong place. This is American Public Life.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][POSITIVE] It's OK, no problem. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.