AccountId: 011433970860
ContactId: 7924b4f7-4939-4099-8fca-d9c394cf26ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155039 ms
Total Talk Time (AGENT): 75630 ms
Total Talk Time (CUSTOMER): 67587 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7924b4f7-4939-4099-8fca-d9c394cf26ed_20250219T18:40_UTC.wav
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[CUSTOMER][NEUTRAL] It's like putting a brace on that you can.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, good morning. I'm sorry, good afternoon. I'm calling with reference to confirming the patient's eligibility and coverage.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Can I please get your name and the facility name you're calling from?
[CUSTOMER][POSITIVE] No, I like it.
[CUSTOMER][NEUTRAL] [PII], calling from Cleveland Clinic of Florida.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] Policy number is uh what is it that would be 01306681 M as in Mike Larry number 7 and date of birth would be [PII].
[AGENT][NEUTRAL] OK. And what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[CUSTOMER][NEUTRAL] Just so that I know
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy. It's a gap insurance that helps with deductible, co-pay, and co-insurance, and she has a, uh, inpatient calendar year benefit amount of 5000.
[AGENT][NEUTRAL] Dollars.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she also has an outpay calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] OK, may I start with this a reference for this number? I may start for this call?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII] and today's date.
[CUSTOMER][NEUTRAL] I don't know if
[CUSTOMER][NEUTRAL] How do you spell [PII] exactly? [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good rest of your day and thanks for calling APL.
[CUSTOMER][NEUTRAL] She'll be probably calling you back.
[CUSTOMER][POSITIVE] Thank you do the same bye bye.
[AGENT][NEUTRAL] Bye-bye.