AccountId: 011433970860
ContactId: 6a6d0aba-922f-448c-a2b5-fc56491bae8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146589 ms
Total Talk Time (AGENT): 81998 ms
Total Talk Time (CUSTOMER): 39027 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/6a6d0aba-922f-448c-a2b5-fc56491bae8d_20250213T13:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] calling from Cleveland Clinic Imaging to verify eligibility and a mutual patient please.
[AGENT][NEUTRAL] OK. [PII], do you also need benefits or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility please.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] That is 01585802 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you very much. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Um, date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, so she is a subscriber on the supplemental policy, [PII], and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Is that the
[AGENT][NEUTRAL] And because this is a supplemental policy to her primary insurance, when the claim is submitted to us for review, we will also need to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you should be able to check claim status in and also have access to our EOB by going to secured. [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for that information.
[AGENT][POSITIVE] Well, you, you're very welcome. And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] That'll be all for today thank you.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you as well bye bye.