AccountId: 011433970860
ContactId: 9a442554-301b-44fb-9ca2-246fc1ebcd84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196259 ms
Total Talk Time (AGENT): 84097 ms
Total Talk Time (CUSTOMER): 110336 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9a442554-301b-44fb-9ca2-246fc1ebcd84_20250220T13:51_UTC.wav
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[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Cleveland Clinic provider's office to check on the eligibility.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you give me your name and your callback number again, your name please?
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] Yes. Yes, my name is [PII] and the callback number will be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Yes, it's 02555994.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility. This member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So you are the primary payer?
[AGENT][NEUTRAL] No, we're a gap insurance. She has a primary insurance, however, this is a gap insurance that assists with the deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] It's a gap insurance. So may I know the primary payer?
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] I'm not sure who the primary is. You have to reach out to the insured to verify the primary insurance.
[CUSTOMER][NEUTRAL] So you should verify the patient, am I right?
[CUSTOMER][NEUTRAL] So may I know the termination date you're still current?
[AGENT][NEUTRAL] The policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So may I know the claim's mailing address?
[AGENT][NEUTRAL] The mailing address will be addressed to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. This [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] is the zip code [PII], so that's [PII], [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] To me.
[CUSTOMER][NEUTRAL] May I know your name, please? Could you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, may I know the call reference number?
[AGENT][NEUTRAL] We don't provide those. You can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Mhm. Thank you, [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no. Thank you, [PII], for the help. Have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling ACL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.