AccountId: 011433970860
ContactId: 22614e7f-6376-442d-8853-43417dd5fbde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122080 ms
Total Talk Time (AGENT): 39547 ms
Total Talk Time (CUSTOMER): 78064 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/22614e7f-6376-442d-8853-43417dd5fbde_20250417T17:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. Good afternoon. This is [PII] from customer service at Cleveland Clinic. I would like to ask, is this the correct department where I can ask the eligibility and benefits for the member?
[AGENT][POSITIVE] Yes, that is correct. I can assist you with that [PII], can I have a callback number for you and that policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, sure, so the callback number, uh, this is gonna be the direct phone number here [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 02243830.
[AGENT][NEUTRAL] Thank you and what is the member's name and date of birth that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you [PII], this policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] I'm sorry, [PII]. OK, so just to make sure also that we have the address on file where we can send the claims, is this [PII] is this correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and just for my record, uh, we can submit a claim for this date of service of [PII] because patient or member is still active on the plan, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK. All right. So that will be all. Thank you so much and you do have a great day. Oh, by the way, sorry, do you have a reference number for my notes?
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day. We don't provide reference numbers. You can use my name and today's date as a reference. My name is [PII] and today's date. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Oh, do you have preference now?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Bye-bye.