AccountId: 011433970860
ContactId: 74b9f04f-d391-445a-aed3-59dfad7fa95f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283649 ms
Total Talk Time (AGENT): 40031 ms
Total Talk Time (CUSTOMER): 114048 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/74b9f04f-d391-445a-aed3-59dfad7fa95f_20250423T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Cleveland Clinic to check on a claim.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] Uh, [PII] my last name initial [PII].
[CUSTOMER][NEUTRAL] So your name is [PII], [PII]?
[AGENT][NEUTRAL] OK. And your uh [PII]?
[CUSTOMER][POSITIVE] [PII] Yeah. Sure, [PII]. Thank you so much. Uh just let me know whenever you're ready, we can get into claims.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Oh, sure. Just a moment, just a moment. I'm pulling it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 894931 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, give me a second to pull up the file.
[CUSTOMER][NEUTRAL] Oh, OK. And
[CUSTOMER][NEUTRAL] Uh, [PII], I'm, I'm really sorry. Uh, the member ID that I gave you, uh, was incorrect. Um, let me go with the ID which is the corrected one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, just a moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm a little confused here, [PII]. I'm really sorry for that. Uh 249-687-1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Oh my God, I'm.
[CUSTOMER][NEUTRAL] Uh, there are a lot of confusion here, [PII]. Let me, could you, could you help me with uh 2010 seconds, 10 to 20 seconds to pull up the claim here because my system is slowly, very slow and uh I have a little confusion here. I'm really sorry for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes, sure. I got it here. So, the member ID I will, I will start from the beginning. The member ID is 01894.
[CUSTOMER][NEUTRAL] 931 M as in Mike, L as in Lima.
[AGENT][NEUTRAL] OK, that's the one you gave me at first.
[CUSTOMER][NEUTRAL] Yes, number 8.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What's the total charge?
[CUSTOMER][NEUTRAL] $345 and even.
[AGENT][NEUTRAL] 345.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the procedure code on the claim?
[CUSTOMER][NEUTRAL] Um, 00811.
[AGENT][NEUTRAL] So this is the anesthesiologist charge?
[AGENT][NEUTRAL] Is it the anesthesiologist charge?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, this is anesthesia and you, you're asking me, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On this, yes. So the total charge is 345.