AccountId: 011433970860
ContactId: 66faf005-73f6-4b1e-a677-8bfd1fea1ae3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179830 ms
Total Talk Time (AGENT): 80310 ms
Total Talk Time (CUSTOMER): 81561 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/66faf005-73f6-4b1e-a677-8bfd1fea1ae3_20250312T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Cleveland Clinic Foundation. I just want to know about the patient's eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 02280066 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Could you please spell your name for me for my documentation purpose?
[AGENT][NEUTRAL] Sure, it's [PII], and Ms. [PII], uh verify that patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active under the policy.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct. And she is active.
[CUSTOMER][NEUTRAL] Are you the primary for this number?
[AGENT][NEUTRAL] Uh, no, this type of policy she has with us is a secondary supplemental policy.
[CUSTOMER][NEUTRAL] May I know who is the primary?
[AGENT][NEUTRAL] You have to contact the primary uh contact the insured to verify their primary insurance. This is a secondary supplemental policy only.
[CUSTOMER][NEUTRAL] OK. Could you please verify your mailing address?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And may I know your
[CUSTOMER][NEUTRAL] Payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And may I know the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. However, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Your name is [PII]?
[AGENT][NEUTRAL] Correct. Last initial [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Sure, yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Thank you for your assistance. Have a wonderful day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.