AccountId: 011433970860
ContactId: 39278f7d-d419-4540-a1b5-5ed5063e1a72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149059 ms
Total Talk Time (AGENT): 74246 ms
Total Talk Time (CUSTOMER): 41890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/39278f7d-d419-4540-a1b5-5ed5063e1a72_20250311T17:43_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Cleveland Clinic, um, to verify, um, insurance.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and benefits for a patient, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] policy number 01802550 M as in Michael L as in Lima and then the number 8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII], and this is just to verify benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to primary. It is a gap insurance that helps with deductible copay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount $2000 per calendar year and then he also has an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is that how you spell your name? [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, thank you so much Toy you have a great day.
[AGENT][POSITIVE] You too, [PII], thanks for calling APL. You have a wonderful day too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.