AccountId: 011433970860
ContactId: 695b9cef-a5bf-423c-9fcf-19e96ac77dee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152479 ms
Total Talk Time (AGENT): 43548 ms
Total Talk Time (CUSTOMER): 90113 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/695b9cef-a5bf-423c-9fcf-19e96ac77dee_20250324T18:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I'm calling from Cleveland Clinic, and I'm calling for eligibility for one of our patients.
[AGENT][POSITIVE] I'd be happy to assist with um benefits and eligibility if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[CUSTOMER][NEUTRAL] 659-512-4.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is the payer ID number is 60801.
[AGENT][NEUTRAL] That's our payer ID.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mm, OK, give me just one moment. Hospitalurify outpatient benefit would it be 19351? Oh that's a group ID.
[CUSTOMER][NEUTRAL] Give me just one moment I'll put it off our system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, dokey, here we go.
[CUSTOMER][NEUTRAL] The ID is 02.
[CUSTOMER][NEUTRAL] 090892.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mr. [PII], so I apologize if I'm pronouncing it wrong, um, and his date of birth is [PII].
[AGENT][NEUTRAL] And what's the dependent's name?
[CUSTOMER][NEUTRAL] It's dependent
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] You were calling in regards to.
[AGENT][NEUTRAL] To the dependent or the parent?
[CUSTOMER][NEUTRAL] Yes, for his um his eligibility.
[AGENT][NEUTRAL] Whose eligibility do you need? A parent or the child?
[CUSTOMER][NEUTRAL] He doesn't have a dependent on.
[CUSTOMER][NEUTRAL] The parent.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright, please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Now were you calling for medical or dental benefits?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] And this is inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $500.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, alright, thank you so very much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No ma'am, you've been great thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.