AccountId: 011433970860
ContactId: 3d27ca3a-a752-4992-868b-5bad0d051648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148899 ms
Total Talk Time (AGENT): 60790 ms
Total Talk Time (CUSTOMER): 45121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/3d27ca3a-a752-4992-868b-5bad0d051648_20250130T15:23_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the Cleveland Clinic Florida, needing to verify claim status please.
[AGENT][NEUTRAL] I can help with the claim, and [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] It is 15493.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] That might be the group number. Let me just check here.
[CUSTOMER][NEUTRAL] Uh 00, let me go back and.
[AGENT][NEUTRAL] Uh, well, let's just check and
[AGENT][NEUTRAL] And uh what is the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Right here.
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I appreciate that. His policy number is 1659417. Now you said that there was a claim that I could look up. Uh, what is the date of service that we have for [PII]?
[CUSTOMER][NEUTRAL] Uh, it's an old claim [PII].
[AGENT][NEUTRAL] I don't think I have anything like that. Let me just check here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't have a claim for him for that date of service. Um, now, we don't have a timely filing, so if you would like, you, uh, you can um send in a claim, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, now if you would like to.
[CUSTOMER][NEUTRAL] OK, and let me ask, what is, do you have an electronic payer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801 and then the address that we do show is [PII]. Is that correct?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, and then is there a reference number [PII]?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Not at this time, thanks so much.
[AGENT][POSITIVE] OK, well thank you for contacting APL you have a good day.