AccountId: 011433970860
ContactId: 568886e2-95b1-4c4b-81e4-1e0b9359401a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327140 ms
Total Talk Time (AGENT): 101081 ms
Total Talk Time (CUSTOMER): 109263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/568886e2-95b1-4c4b-81e4-1e0b9359401a_20250407T15:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm
[CUSTOMER][NEUTRAL] I am calling from Cleveland Clinic, Florida regarding a musical patient. I just need to verify eligibility.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Callback is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I don't have a policy number. The patient provided me with a payer ID number, a group number.
[CUSTOMER][NEUTRAL] That's all she gave me.
[AGENT][NEUTRAL] OK. I can look it up by name and date of birth. Um, what's the last name?
[CUSTOMER][NEUTRAL] Um, I have two last names, [PII]
[CUSTOMER][NEUTRAL] As the first last name and the second part of the last name is [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But I'm verifying for, excuse me, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is a subscriber.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK one moment. I'm waiting on my system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, she's not coming up in our system under that name. Um, yeah, but if you get her social or the subscriber's number, ID, I'll be able to.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] If you have
[CUSTOMER][NEUTRAL] I have her social security number?
[AGENT][NEUTRAL] OK. What's the social, please?
[CUSTOMER][NEGATIVE] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And please verify the patient's name and date of birth one more time.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. The subscriber is [PII].
[CUSTOMER][NEUTRAL] Um, date of birth of the patient.
[AGENT][NEUTRAL] And look
[CUSTOMER][NEUTRAL] [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you. I found them in our system. Would you like the policy number?
[CUSTOMER][NEUTRAL] Uh, please.
[AGENT][NEUTRAL] Um, the policy number is 02478711.
[CUSTOMER][NEUTRAL] OK. And uh what is the
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is that gonna be the subscriber ID as well?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And when did this plan become effective?
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient outpatient benefits.
[AGENT][NEUTRAL] OK. For outpatient services, we cover up to $300 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, 300 per day. Um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. I'll go ahead and I'll put that in. Thank you. And I, I do have a group number is 23143.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yes, that's correct. 23143.
[CUSTOMER][POSITIVE] Perfect. All right. Wonderful. Thank you so much for everything. I hope you have a good rest of your day. Oh, just one more quick question. What was your name?
[AGENT][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Um my name is [PII]. Um it's spelled [PII] and my last initial is [PII] like [PII], and my name and today's date will be your reference number.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a good day.
[AGENT][NEUTRAL] OK. You do the same, [PII]. Thank you for calling APL. Mm bye.