AccountId: 011433970860
ContactId: 82a41177-afd5-4aca-a641-b45a60452e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311470 ms
Total Talk Time (AGENT): 92269 ms
Total Talk Time (CUSTOMER): 190111 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/82a41177-afd5-4aca-a641-b45a60452e0d_20250327T14:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII]. I'm calling from Cleveland Clinic Weston and I'm calling for eligibility.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with eligibility. Can I please get your call back number ma'am just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] your
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the patients, let me get that, hold on.
[CUSTOMER][NEUTRAL] Sorry, sorry, sorry, sorry, sorry.
[AGENT][POSITIVE] It's OK. Take your time.
[CUSTOMER][NEUTRAL] Wait a minute, no, I'm, I'm looking at the records that I pulled up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm stumped.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Yeah, I know this isn't good, um.
[AGENT][POSITIVE] That's OK. I've got time.
[CUSTOMER][NEUTRAL] Oh good because this might be a while what the heck?
[CUSTOMER][NEUTRAL] Do we have versus what is reality?
[CUSTOMER][NEUTRAL] No wonder nothing is OK.
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] The subscribe do you want the uh patient or the subscriber?
[AGENT][NEUTRAL] The patient, please.
[CUSTOMER][NEUTRAL] OK is uh her first name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, our records have her as a subscriber, but I.
[CUSTOMER][NEUTRAL] You know what ma'am, maybe I should just call you back.
[AGENT][NEUTRAL] If you feel like you need to do that, I mean, whatever is easiest for you.
[CUSTOMER][NEUTRAL] Unless you wanna hold.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] This is crazy.
[CUSTOMER][NEUTRAL] Because I show her as being the subscriber, but we have a totally different one.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, the subscriber I, uh huh, I show is the first name is [PII]. It begins with [PII] and the last name is [PII] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what is the policy number and I can pull it up and see what we have on our our end over here.
[CUSTOMER][POSITIVE] That would be wonderful. Then I can, I can do whatever I need here to match, you know, your true information. oh my [PII], OK, the policy number is 024831111.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[AGENT][NEUTRAL] OK, so
[AGENT][POSITIVE] Uh, you're correct. [PII] is the policyholder and [PII] is the spouse.
[CUSTOMER][NEUTRAL] Yes is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, so he's the subscriber.
[CUSTOMER][NEUTRAL] OK, and she's the spouse. See, I here I have subscribe for relation to guarantorsel. I don't think so, um.
[CUSTOMER][NEUTRAL] All right, uh
[CUSTOMER][NEUTRAL] Let me see what I can do with this to straighten it out. Um, you wouldn't happen to have a birth date for Mr. [PII], would you?
[CUSTOMER][NEUTRAL] In case he's not in our database because I'll need that in order to update our records.
[AGENT][NEUTRAL] I do, but I can't, it's private information.
[CUSTOMER][NEUTRAL] Dang it, I knew you were gonna say that, but yeah, I get it I get it, um, OK.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] Um, but [PII], if you want eligibility on [PII], she is eligible and her effective date is for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, could I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, 327-2025. Ms. [PII], you've been a great help. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEGATIVE] Yeah, wave a magic wand and fix this record.
[AGENT][POSITIVE] I'm giving you the good juju.
[CUSTOMER][NEUTRAL] No, huh? OK.
[CUSTOMER][POSITIVE] OK, I appreciate that. And since I verified this by phone and I'm gonna document it, we're gonna be fine, but I'm gonna, I'm gonna make a note that somebody's got to clean this up. OK, thank you so much. Alright, bye Miss [PII] you have a great, have a blessed weekend. You too, bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day.
[AGENT][POSITIVE] Thank you. You have a blessed one too. Bye-bye. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][POSITIVE] You're welcome.