AccountId: 011433970860
ContactId: 4a31994e-967f-4934-94f5-8c61c40d6319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421739 ms
Total Talk Time (AGENT): 135191 ms
Total Talk Time (CUSTOMER): 205871 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4a31994e-967f-4934-94f5-8c61c40d6319_20250408T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Cleveland Clinic Foundation. I need to check on patient eligibility information?
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility. and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and it's a direct line. The policy number is 01816843 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there were no active policies after um
[AGENT][NEUTRAL] This policy with APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. It terminates on [PII], right?
[AGENT][NEUTRAL] [PII]. Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Could you please check like, uh, uh, you are a second insurance, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, may I know the primary insurance name?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Aetna.
[CUSTOMER][NEUTRAL] OK, thank you. Um, may I know the, like, uh, sorry, sorry. Like may I know like if you have received it, could you please check like if you have received any claim on data service of uh [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Um, there's no claims on file for [PII] for that data service.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, thank you. Uh, may I know the claim's mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, can I pay your ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. I do have one more question. Could you please help me with that?
[AGENT][NEUTRAL] OK, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK. OK. You are on hold.
[AGENT][NEUTRAL] Eligibility.
[AGENT][POSITIVE] OK, [PII], and thank you so much for holding. And what is the next member's policy number?
[CUSTOMER][NEUTRAL] It's uh 2456682.
[CUSTOMER][NEUTRAL] Oh, I think it's wrong.
[AGENT][NEUTRAL] Thank you for that and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that this policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, this, this is the current member ID, right?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm, uh, may I know, like, are you primary or secondary?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So [PII] is not a major medical, so we will never be primary unless um we're the only insurance for this one is secondary.
[CUSTOMER][NEUTRAL] OK. May I know like who is the primary insurance?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] able to.
[AGENT][NEUTRAL] United Healthcare.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, we are, we are calling from provider so that's all.
[AGENT][NEUTRAL] You asked me the major medical, the answer is United Healthcare.
[CUSTOMER][NEUTRAL] We are
[AGENT][NEUTRAL] Ma'am, I'm I'm answering your question.
[CUSTOMER][NEUTRAL] Oh sorry, sorry, sorry, sorry for that. Sorry, sorry. Oh, sorry, I got, sorry for that. See, I'm sorry. Like, uh, um, OK, thank you. May I know the call? Could you please check if you have received any claim for data service of [PII]?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Um, so there's no claims on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Thank you. Your name is [PII]?
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] I need to.
[CUSTOMER][NEUTRAL] OK. May I know the call reference number for today's call, [PII]?
[AGENT][NEUTRAL] My name is [PII], and there's no call reference number. You can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Thank you for having a nice day. Bye-bye.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, it's enough.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] You too.