AccountId: 011433970860
ContactId: f5af6d6d-6ea1-4396-965c-76ff65256f67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146100 ms
Total Talk Time (AGENT): 57618 ms
Total Talk Time (CUSTOMER): 47107 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f5af6d6d-6ea1-4396-965c-76ff65256f67_20250326T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][POSITIVE] Sure, I can assist you with the eligibility Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is a Cleveland Clinic Foundation.
[AGENT][NEUTRAL] OK. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1861694.
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time?
[CUSTOMER][NEUTRAL] 1861694
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] That's not what I pulled bear with me just a second.
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, and um you just need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you, sir. That's all for the day. Have a great day.
[AGENT][POSITIVE] You as well and thank you for calling APL. bye bye.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, bye.