AccountId: 011433970860
ContactId: 8907c30c-3d9e-43ac-80f3-fec258a769c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183300 ms
Total Talk Time (AGENT): 76737 ms
Total Talk Time (CUSTOMER): 74893 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/8907c30c-3d9e-43ac-80f3-fec258a769c4_20250219T16:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, my name is [PII] from Cleveland Clinic. I'm calling to check um if this patient is currently active, and I also need to check if they're in network or out of network and if the patient requires authorization for cert the codes.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] It will be 0193105.
[CUSTOMER][NEUTRAL] Mike Lima 7.
[AGENT][NEUTRAL] OK, can you repeat that again? It sounds like it's missing a number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Mm, give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it will be [PII].
[CUSTOMER][NEUTRAL] 105
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 8.
[AGENT][POSITIVE] OK, thank you so much. It sounds like it was missing that one. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] [PII]. No extension.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and his birthday would be [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy. And you say you're also calling to verify eligibility or benefits or just the pre-service required. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I need, I need to check benefits for X-ray.
[AGENT][NEUTRAL] And is this going to be performed in an outpatient facility?
[CUSTOMER][NEUTRAL] Yes, I was fishing.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and he has a benefit max up to $3000 per calendar year.
[CUSTOMER][NEUTRAL] And he has the benefit up to $3000 per account.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. And may I have your name? Do you still have your last name and a call reference, please?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, sir. Uh, my name is [PII], and we don't give callback numbers or I'm sorry, reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you so much, [PII], have an amazing day.
[AGENT][POSITIVE] Alright, you too, [PII], and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye bye.