AccountId: 011433970860
ContactId: 09ac7ba3-ddc1-4bc8-8904-21317e083be5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264179 ms
Total Talk Time (AGENT): 82461 ms
Total Talk Time (CUSTOMER): 168380 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/09ac7ba3-ddc1-4bc8-8904-21317e083be5_20250430T18:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Cleveland Clinic provider's office to check on the eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. You did say your name was [PII], correct?
[CUSTOMER][NEUTRAL] [PII], and the first initial of my last name is [PII]
[AGENT][POSITIVE] Thank you [PII], can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and it's a direct line.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Yes, the policy number is 17641.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] So that's not long enough and I could barely hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you be able to hear me now?
[AGENT][NEUTRAL] Yeah, what is the policy number? That policy number you provided is not long enough.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So then could you please search the patient's name and the date of birth?
[AGENT][NEUTRAL] Do you have a copy of the card, Demi?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, the policy number is 008440286.
[AGENT][NEUTRAL] Do the card say American Public Life?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's not a policy number here. What is the member's social?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, the Social Security num uh, no, I don't have it. Could you please search with the patient's name?
[AGENT][NEUTRAL] Spell the member's last name.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of the last name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] First name is [PII]. [PII]
[AGENT][NEUTRAL] What city and state does this member live in?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Now, what city and state does this member live in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's uh Day, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you verify her date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah you know it's.
[AGENT][NEUTRAL] So let me give you the correct policy number. Let me know when you're ready for it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is 208-070-4. That's 208-0704.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. So may I know whether the policy is active?
[AGENT][NEUTRAL] And you're calling to?
[AGENT][NEUTRAL] The policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So may I know the term date?
[AGENT][NEUTRAL] The policy term [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So my date of service is [PII]. So the patient is inactive for the date of service?
[AGENT][NEUTRAL] The policy terminated [PII], so the patient was not active of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. So could you, could you please spell your name?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] It's [PII] uh [PII], am I right?
[AGENT][NEUTRAL] Yes, that is correct, and you can use my name in today's date as a reference then because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] So thank you for your help. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APO. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye.