AccountId: 011433970860
ContactId: 2e1433a9-e8f8-4300-b88b-36810acbc812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358119 ms
Total Talk Time (AGENT): 92719 ms
Total Talk Time (CUSTOMER): 68484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/2e1433a9-e8f8-4300-b88b-36810acbc812_20250424T17:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the Cleveland Clinic. How are you?
[AGENT][POSITIVE] I'm good [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I was calling because I received a copy of the patient's insurance card and they're asking that we submit claims to you all, but I wanted to verify eligibility.
[AGENT][NEUTRAL] OK, of course, of course, and may I have your callback number please [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, I have a policy number of 02454750.
[AGENT][NEUTRAL] Thank you. One moment, please. And to verify that I have that as 02454750.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're calling for medical, is that correct? Just wanna make certain of that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] That was actually the a dental policy number. Let me provide you with the policy number for medical, please, when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yup.
[AGENT][NEUTRAL] OK. It is 024547887.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the policy shows effective as of [PII] it shows active.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, and it currently shows that it's active.
[CUSTOMER][NEUTRAL] OK, and are you considered the patient's primary or secondary insurance?
[AGENT][NEUTRAL] We do not coordinate benefits. Um, this is a medical policy. I'm not sure if the ER has another policy or not, but we do not coordinate benefits.
[CUSTOMER][NEUTRAL] Mm, OK, alright, and do you have a call reference number?
[AGENT][NEUTRAL] No, but please use my name [PII], last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] OK and then um oh I'm sorry before I let you go, uh, where do we submit claims to?
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, give me one second to get the information to you.
[AGENT][NEUTRAL] May I place you on hold please? Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ouch.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you very much for your patience with me, [PII]. OK, the claims will be sent to Web [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, what was the city again?
[AGENT][NEUTRAL] I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], OK, and what was the zip?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for that information. That's all I needed.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a good day and take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm