AccountId: 011433970860
ContactId: 9525292a-2194-4046-bec9-9d8eb3ec0ffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195580 ms
Total Talk Time (AGENT): 76923 ms
Total Talk Time (CUSTOMER): 89017 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9525292a-2194-4046-bec9-9d8eb3ec0ffa_20250213T17:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Cleveland Clinic Foundation. I just want to know about the patient's eligibility.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the eligibility, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 2502651.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And that was 2502651?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] I sound good.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Oh I know.
[CUSTOMER][NEUTRAL] Yeah, sure. Could you please spell your name for me for the documentation purpose?
[AGENT][NEUTRAL] Yes, my name is [PII] [PII] name is [PII].
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] OK. The first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you'd like me to check on? I'm sorry, you said eligibility. Um, the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Current right?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] Are you the primary for this patient?
[AGENT][NEUTRAL] Let me see what type of policy this is. No, ma'am, this is a secondary insurance.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] We provide the, well, we pay, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You are the secondary, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I know your mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] May I know your mailing address?
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] Yes, that's the address I just gave you.
[CUSTOMER][NEUTRAL] No, uh, sorry, electronic payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Perfect. May I know the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for your assistance. Have a wonderful day.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.