AccountId: 011433970860
ContactId: 9172af3e-338c-4c33-aa17-5573a446eb0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403910 ms
Total Talk Time (AGENT): 104873 ms
Total Talk Time (CUSTOMER): 144003 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9172af3e-338c-4c33-aa17-5573a446eb0c_20250425T13:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Cleveland Clinic that you gonna claim status.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, sure. Uh, before that, my name is not [PII]. My name is [PII]. Last name initial [PII]. And could you please spell your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] All right. Sure, ma'am. Thank you so much for that. Oh, sure. And do you want me to go with the NPI?
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] OK, policy number 0189.
[CUSTOMER][NEUTRAL] 493 1
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] On a lot
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth, just a moment. Just a moment.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $345 and even.
[AGENT][NEUTRAL] Thank you for future reference you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[CUSTOMER][POSITIVE] Sure, no worries, take your time.
[AGENT][NEUTRAL] This processed under claim number?
[AGENT][NEUTRAL] 3491445
[AGENT][POSITIVE] It looks like a benefit amount of.
[AGENT][NEUTRAL] 19243 paid to the provider.
[AGENT][NEUTRAL] This claim processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Just a moment, ma'am. So, uh, I just want to verify the claim number again. Is it 3491445, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Sure. And this claim was paid $192.43 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] With the same allowed amount.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, sure, that's fine.
[CUSTOMER][NEUTRAL] Pay to the provider, uh, and processed on [PII]. And could you help me with the mode of payment here?
[AGENT][NEUTRAL] With a single check?
[AGENT][NEUTRAL] Check number 1,867,630.
[CUSTOMER][NEUTRAL] 186-7630, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, sure. And when was it issued?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And cleared on?
[AGENT][NEUTRAL] I would have to send it to finance to verify if and when it cleared.
[CUSTOMER][NEUTRAL] OK, sure. Sure. Just a moment. And uh is it a single check then might be the single payment, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] So a single payment of 492.43. Sure. Thank you so much for that and uh
[CUSTOMER][NEUTRAL] So you'll be sending this claim back to the finance team for the clear date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Sure. May I know the turnaround time for that?
[AGENT][NEUTRAL] Turnaround time is anywhere from 24 to 48 hours on that canceled check.
[CUSTOMER][NEUTRAL] Uh, sure, just a moment.
[CUSTOMER][NEUTRAL] 24 hours. Uh, sure, I have it here. So, could you help me with a copy of an EOB through fax?
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] Yeah, just a moment here. Mm.
[CUSTOMER][NEUTRAL] I'm really sorry. My system is loading very slow. I'm just pulling it up.
[CUSTOMER][NEUTRAL] Yes, fax number
[CUSTOMER][NEUTRAL] 646
[CUSTOMER][NEUTRAL] 736
[CUSTOMER][NEUTRAL] 5011.
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, and the attention to Cleveland Clinic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the fact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll send this right over.
[AGENT][NEUTRAL] OK, it's processing now. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Sure, that's it. You can give me the reference number for this, for the call.
[AGENT][NEUTRAL] It will be my name, my name, which is [PII], last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Sure, [PII]. Thank you so much. Have a wonderful day. It was a pleasure working with you today. Bye-bye.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.