AccountId: 011433970860
ContactId: 4e766c70-bab8-4f9b-bc64-70f00b5281b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289029 ms
Total Talk Time (AGENT): 130656 ms
Total Talk Time (CUSTOMER): 129593 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4e766c70-bab8-4f9b-bc64-70f00b5281b2_20250411T19:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from the provider's office and I was just wondering if you could verify insurance for me for billing purposes.
[AGENT][NEUTRAL] OK. Are you needing to verify just eligibility and not benefits or do you need both?
[CUSTOMER][NEUTRAL] Uh, I would say eligibility.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK. Uh, [PII] and I'm calling from Cleveland Clinic Hospital.
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy? Oh, extension 2. Thank you. And what is the member's policy number?
[CUSTOMER][POSITIVE] Nice extension 2.
[CUSTOMER][NEUTRAL] Uh, sure, uh.
[CUSTOMER][NEUTRAL] It's 967-705-368.
[AGENT][NEUTRAL] OK, now that's not an APL policy number. Were you trying to reach American Public Life?
[CUSTOMER][NEUTRAL] Oh yes, uh huh that's the number that they had listed that I dialed.
[AGENT][NEUTRAL] That's OK, that's the policy.
[CUSTOMER][NEUTRAL] Is there a different number?
[AGENT][NEUTRAL] Um, OK, so the number you gave me is the patient's policy number. Is that right?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm looking at the claim it says uh.
[AGENT][NEUTRAL] 967 because.
[CUSTOMER][NEUTRAL] Insurers I need, you know what? I apologize, um, their primary is Cigna, so that's um.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] And, and the reason that the uh the patients call is because we didn't bill American Public and that's why I need to call to verify the insurance. So, uh, let me get the the uh member ID. OK, I have it for American Public. It's uh 01719340.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] Her birth date is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, so she's on her dad's that's her dad's policy [PII].
[AGENT][NEUTRAL] OK, so I do say she is a dependent on the supplemental policy and this policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date on this plan is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK, OK, and.
[AGENT][NEUTRAL] Now because this is a supplemental policy to the primary insurance plan, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, OK, primary EOB.
[AGENT][NEUTRAL] Review and then mhm needed uh huh and then once we have processed the claim here at APL we have a portal in which you should be able to check claim status and that portal website is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK. OK, and I apologize, what was your first name?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII], and you would use my name along with today's date on you. Mhm, if you need a claim, I mean a reference number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what I'm gonna ask you for, OK, and then um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Also, just to make sure I have everything I have, uh, can I confirm with you the billing address for the claim? Is it [PII]?
[AGENT][NEUTRAL] That is correct. [PII] attention claims.
[CUSTOMER][NEUTRAL] OK, and then is the group number 24679?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, that's [PII] have his birthday. OK, OK, great. And, uh, so I'll build this off to you all with the uh EOB for the primary. OK, thank you so much for your help, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you are certainly very welcome. And again, is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No thanks just have a great weekend.
[AGENT][POSITIVE] Oh well, I hope you have a great weekend as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thanks, you're welcome bye bye.
[AGENT][NEUTRAL] Mhm bye bye.