AccountId: 011433970860
ContactId: 09007f9d-8b66-4363-845e-ee9172c08002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331440 ms
Total Talk Time (AGENT): 99651 ms
Total Talk Time (CUSTOMER): 107146 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/09007f9d-8b66-4363-845e-ee9172c08002_20250428T16:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] from Cleveland Clinic Florida. I'm calling to check eligibility and benefits.
[AGENT][NEUTRAL] OK, and may I have your name again, please?
[CUSTOMER][NEUTRAL] OK, and may I have your name again? Yes, it's [PII]
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry. [PII].
[AGENT][NEUTRAL] Thank you and what is your callback number please [PII]?
[CUSTOMER][NEUTRAL] [PII] and the extension [PII].
[AGENT][NEUTRAL] What is the policy number please?
[CUSTOMER][NEUTRAL] 152-6110 M as in Mike L as in Lima and the number 8.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][POSITIVE] Thank you one.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you very much, and you're calling for eligibility and benefits. I can assist you with both. Uh, will this be for outpatient reference?
[CUSTOMER][POSITIVE] Thank you very much and your call for
[CUSTOMER][NEUTRAL] Yes, for a patient.
[AGENT][NEUTRAL] OK, this number shows effective as of [PII]. Policy shows active as a supplemental medical.
[AGENT][NEUTRAL] And for outpatient, please note verification of benefits provided that's not guarantee payment. We pay $1000 per calendar day.
[CUSTOMER][NEUTRAL] We take $1000 per calendar day.
[CUSTOMER][NEUTRAL] Yeah, and well this case is for an office visit, so we'll let you know the benefits for this type of service.
[AGENT][NEUTRAL] OK. This policy does not cover for an office visit.
[CUSTOMER][NEUTRAL] Of his business not cover.
[CUSTOMER][POSITIVE] OK, perfect, thank you. So I would like to check the benefits for another patient.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] One moment please.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold, OK? Thank you one moment.
[CUSTOMER][NEUTRAL] I'm gonna place you on a brief hold thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], what is that policy number?
[CUSTOMER][NEUTRAL] 02219114 M as in Mike L as in Lima and the number 8.
[AGENT][NEUTRAL] OK, let me just repeat that because it was cut out. I have that as 02219.
[AGENT][NEUTRAL] 114 ML 8.
[CUSTOMER][NEUTRAL] Is 114 ML 8.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] patient's name.
[CUSTOMER][NEUTRAL] The name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, I do apologize. I was not able to capture that policy number. If you could give that to me one more time, please.
[CUSTOMER][NEUTRAL] I do apologize. I was able to capture that policy number if you could give that to me one more time. 0221.
[CUSTOMER][NEUTRAL] 9114 ML 8.
[AGENT][NEUTRAL] Thank you. And re-verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]. Date of birth on [PII].
[AGENT][NEUTRAL] OK, thank you. This member shows effective as of [PII]. This policy shows active and for outpatient.
[CUSTOMER][NEUTRAL] Just.
[AGENT][NEUTRAL] Please note verification of and it's provided does not guarantee payment, we pay up to $500 per calendar day.
[AGENT][NEGATIVE] This policy also does not have an office visit benefit.
[CUSTOMER][NEGATIVE] Uh, not even for primary care.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, well, perfect, thank you. So this is all for now. I just need the reference number.
[AGENT][NEUTRAL] You're welcome. We do not provide call reference numbers. [PII]. You can use my name [PII] last initial [PII], and today's date, and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Anyway, thank you so much for your help. Goodbye.
[AGENT][POSITIVE] You're welcome bye.