AccountId: 011433970860
ContactId: 7493002d-d4b2-4b90-b7b7-9d923fbf71db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128830 ms
Total Talk Time (AGENT): 55829 ms
Total Talk Time (CUSTOMER): 45835 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7493002d-d4b2-4b90-b7b7-9d923fbf71db_20250318T18:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to verify eligibility and coverage for this patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 0130668
[CUSTOMER][NEUTRAL] 1 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you for that information and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show now, where will treatment take place?
[CUSTOMER][NEUTRAL] It's gonna be on our clinic side for her Cleveland Clinic.
[AGENT][NEUTRAL] OK, now I do show.
[CUSTOMER][NEUTRAL] To would you like our MPI or tax ID?
[AGENT][NEUTRAL] No, if it's a clinic or office visit, it would not be covered unless it was for a cancer diagnosis.
[CUSTOMER][NEUTRAL] OK, that is for cancer. That's good to know.
[AGENT][NEUTRAL] Yeah this would be more for inpatient, out and outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Yeah, this is just a follow-up visit for pap results.
[AGENT][NEUTRAL] OK, yeah, treatment in an office or clinic setting would not be covered.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, my love, may I have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was great thank you so much, [PII]. I do appreciate it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.