AccountId: 011433970860
ContactId: 3c7388a7-79f1-4ddf-b97e-7b010dffb2c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534739 ms
Total Talk Time (AGENT): 129264 ms
Total Talk Time (CUSTOMER): 181896 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/2025/05/08/3c7388a7-79f1-4ddf-b97e-7b010dffb2c0_20250508T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm doing well how are you doing this morning?
[CUSTOMER][NEUTRAL] I am well thank you um my name is [PII] and I am calling from Cleveland Clinic, but I do have [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am calling to get some information but the.
[CUSTOMER][NEUTRAL] But the patient is on the line with me. I don't know if you need to talk to her first.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Hi [PII]
[AGENT][NEUTRAL] No ma'am, miss.
[AGENT][NEUTRAL] Hi, hi, Ms. [PII], um, Miss [PII], I can give you guys both information at the same time. Uh, can you please give me your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do you want mine?
[CUSTOMER][NEUTRAL] Or the Cleveland clinic number.
[AGENT][NEUTRAL] Um, Ms. [PII]'s.
[AGENT][NEUTRAL] The Cleveland Clinic please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you very much and then what is um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Uh, policy number is 02559432.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] And then phone number is [PII] and the email should be [PII].
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] OK, thank you very much for verifying your policy for me.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, you have questions about the policy. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah this is I just wanna verify this is the patient's secondary.
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and when did it become effective?
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] And it's paid in current.
[AGENT][NEUTRAL] And active.
[CUSTOMER][NEUTRAL] OK, give me one give me one moment.
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][POSITIVE] Yes ma'am, please take your time.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Allow me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, it's not fine honey. I go lay down.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It should be 1 2nd. I just wanna make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This gets filled out.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] I want my.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I do wanna let you know it can take up to um.
[CUSTOMER][NEUTRAL] 30 days once I get this processed, OK?
[CUSTOMER][NEUTRAL] And the insurance name is.
[AGENT][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Or APL for short.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] Life.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm just putting this all in so there can.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] And it's been effective since [PII].
[CUSTOMER][NEUTRAL] And I just wanna verify I have the correct ID 02559432.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And there's no group number?
[AGENT][NEUTRAL] No, there's, she has a group number. It's 26725.
[CUSTOMER][NEUTRAL] 26725 and what is the claim's mailing address?
[AGENT][NEUTRAL] It's APL [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on one moment, one moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, is there a phone number?
[AGENT][NEUTRAL] We also have
[AGENT][NEUTRAL] Uh, it's the number you called.
[AGENT][NEUTRAL] We also have a uh payer ID number where where you can file electronic claims and once we receive them it takes 7 to 10 days to process.
[CUSTOMER][NEUTRAL] Let's see, can you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you give me the phone number again?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm assuming the patient is the cardholder?
[AGENT][NEUTRAL] Yes, ma'am, she is the um account holder.
[CUSTOMER][NEUTRAL] The subscriber, that's what I mean I'm sorry.
[CUSTOMER][NEUTRAL] It'll be a moment. I'm just finishing up.
[CUSTOMER][NEUTRAL] To get this processed.
[CUSTOMER][NEUTRAL] It'll be one moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, so, um.
[CUSTOMER][POSITIVE] [PII], um, thank you very much. I think that I have um everything I need from you so I appreciate you assisting me with this. So if you want you can disconnect and [PII], if you can hang on the line one moment.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You're very welcome. You both have a wonderful rest of your week and thank you very much for calling APL today. You guys take care.
[CUSTOMER][POSITIVE] Definitely.
[CUSTOMER][POSITIVE] You as well [PII] take care.
[AGENT][NEUTRAL] Bye-bye, ma'am.