AccountId: 011433970860
ContactId: 731a3627-9206-435e-a0a5-c44e9b64b938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202199 ms
Total Talk Time (AGENT): 53152 ms
Total Talk Time (CUSTOMER): 85000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/731a3627-9206-435e-a0a5-c44e9b64b938_20250620T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling from the Cleveland Clinic Foundation.
[CUSTOMER][NEUTRAL] And [PII], I just want to check on eligibility for a patient.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Uh, where did you say you're calling from?
[CUSTOMER][NEUTRAL] Cleveland Clinic Foundation.
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnect get disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII] sure, that is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02502559.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, that is uh [PII]. It's uh [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, I'm showing this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh may I know whether this is a primary or secondary?
[AGENT][NEUTRAL] This is Secondary gap insurance.
[CUSTOMER][NEUTRAL] OK, sir. uh I can find the mailing address is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And the electronic pay ID is [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Well, uh thank you so much for the information. And just a moment, let me check whether I have any other questions to ask. Just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, is, uh, [PII], whether it's possible to check whether, uh, whether, uh, any claim was received for the date of service.
[CUSTOMER][NEUTRAL] So, we just build the claim as a paper claim. It's possible to uh look on that?
[AGENT][NEUTRAL] Uh, what was the date of service?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. And the total charge is $481 even.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim on file for that date of service.
[CUSTOMER][POSITIVE] OK. Well, thank you so much for the information.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, no. That's all, that's all for today. And do you have any call reference number for me?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial on today's date, so [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Good day bye bye take care.
[AGENT][NEUTRAL] Bye.