AccountId: 011433970860
ContactId: 06a15ede-750a-40c4-8844-7a6542549a3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149669 ms
Total Talk Time (AGENT): 61111 ms
Total Talk Time (CUSTOMER): 32084 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/06a15ede-750a-40c4-8844-7a6542549a3a_20250130T21:37_UTC.wav
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[AGENT][NEUTRAL] Afternoon thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from Cleveland Clinic in regards to a patient trying to check eligibility and see if we are in network with this insurance.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], 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] 226-531-3
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. OK, Ms. [PII], um, 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. With this one, there's no network, we follow primary.
[CUSTOMER][NEUTRAL] There's no what? I'm sorry?
[AGENT][NEUTRAL] There's no network, we follow primary.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And what's your name again sorry?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And you're saying there's no.
[AGENT][NEUTRAL] No network because we're a secondary policy, so we follow the primary.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, active coverage since when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's all I needed. Is there a group number or anything like that?
[AGENT][NEUTRAL] Um, yeah, I can get that for you. One moment.
[AGENT][NEUTRAL] OK, the group number is 15371.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.