AccountId: 011433970860
ContactId: 4f888fee-2d3d-4e7d-b790-55eb7ab36665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222119 ms
Total Talk Time (AGENT): 69876 ms
Total Talk Time (CUSTOMER): 82466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4f888fee-2d3d-4e7d-b790-55eb7ab36665_20250317T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from Cleveland Clinic, Florida, and I just wanna check eligibility for a member.
[AGENT][NEUTRAL] I can help you with eligibility. Can you please give me your callback number, sir? Thank you disconnected.
[CUSTOMER][NEUTRAL] Of course, that'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, what is the um patient's name, date of birth, policy number?
[CUSTOMER][NEUTRAL] OK, that'll be for [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth I have [PII].
[AGENT][NEUTRAL] And then, uh, what is the policy number, please?
[CUSTOMER][NEUTRAL] And of course the policy number would be 10.
[CUSTOMER][NEUTRAL] Sorry, sorry, it would be 018.
[CUSTOMER][NEUTRAL] 02550 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that Venice does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK perfect and I have two more questions and if you can call me, I will let you know if we definitelyility or in network or out of network with the member's plan.
[AGENT][NEUTRAL] Uh, there's not a network that can use, uh, this policy anywhere.
[CUSTOMER][NEUTRAL] You said that there is no network status.
[AGENT][NEUTRAL] No, there's not a network.
[AGENT][NEUTRAL] This is a supplemental policy.
[CUSTOMER][NEUTRAL] OK, OK, I understand. OK, no problem.
[CUSTOMER][NEUTRAL] And the last question that I have is, uh, by any chance for this members plan a referral is required in specialist.
[AGENT][NEUTRAL] No, sir, because it's not a major medical.
[CUSTOMER][NEUTRAL] OK, I understand, and I think that will be all. The last thing I will be needed just for the first initial last name and the reference number for this call, please.
[AGENT][NEUTRAL] Yes, um, my initial is A and then the reference number will be my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] In that case that will be all thanks so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] OK, have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] As well thank you bye.
[AGENT][NEUTRAL] Hm