AccountId: 011433970860
ContactId: 8ac2a61d-27a4-4be1-a505-68516d7c0c05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168759 ms
Total Talk Time (AGENT): 90732 ms
Total Talk Time (CUSTOMER): 61286 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8ac2a61d-27a4-4be1-a505-68516d7c0c05_20250107T18:12_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the Cleveland Clinic in [PII]. I was trying to verify if the policy is still active.
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is active or not. Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It's 02341084 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is the spouse of the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], because it is a supplement to the primary insurance, we will have to have a copy of the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think that the United Health insurance.
[CUSTOMER][NEUTRAL] Because I don't have the card.
[CUSTOMER][POSITIVE] OK, alright, well thank you very much, [PII].
[AGENT][NEUTRAL] You are certainly very welcome and then one last thing, we do also have a portal if a claim is submitted to us, [PII], once it's been processed, you may go to secured.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's for um claims.
[AGENT][NEUTRAL] That's for, yes, for status or printing or getting a copy rather of the EOB from us.
[CUSTOMER][NEUTRAL] OK, are you able to verify benefits on that website or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No ma'am, you still would have to call us to do that. That's only for once the claim has been processed.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I see. OK, well thank you very much.
[AGENT][POSITIVE] Yes ma'am. Well, you're very welcome, and can I help you with anything else?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you.
[AGENT][POSITIVE] Well, you're very welcome and again thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.