AccountId: 011433970860
ContactId: 9c03490f-eca4-4fbf-8878-c60d73cd462a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325100 ms
Total Talk Time (AGENT): 110656 ms
Total Talk Time (CUSTOMER): 114287 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/9c03490f-eca4-4fbf-8878-c60d73cd462a_20250620T13:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from the Cleveland Clinic, Florida.
[AGENT][NEUTRAL] Yes, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And I just want to check on a uh.
[CUSTOMER][NEUTRAL] Yes, I just want to check on a claim whether it has been received for a date of service or not.
[AGENT][NEUTRAL] Yes, sir. I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][POSITIVE] Thank you, Na
[CUSTOMER][NEUTRAL] And could you please spell your name for me?
[AGENT][NEUTRAL] Yes, my name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, mine is A [PII]. Yeah.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need, let me get a good callback number just in case we're disconnected, then I need the policy number.
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] It's 1227379 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, that is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, please repeat the name and date of birth.
[CUSTOMER][NEUTRAL] Sure. The first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII], [PII] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] Total charge is $336 even.
[AGENT][NEUTRAL] You said that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Um, would you like to verify how the claim was submitted?
[CUSTOMER][NEUTRAL] Uh, yes, just a moment. Let me provide you the, uh, we just submitted.
[CUSTOMER][NEUTRAL] Mailing address, that is [PII].
[AGENT][NEUTRAL] Yes, that's the correct um mailing address. Um, claims can also be faxed in and we have a pair ID.
[CUSTOMER][NEUTRAL] Uh, yes, please.
[AGENT][NEUTRAL] OK, the fax number is.
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Claims department. OK. Thank you so much, [PII]. And could you please provide me the coverage information whether the policy is active or not?
[AGENT][NEUTRAL] Um, yes, sir, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, one moment, let me get the effective date. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks for your patience. Um, the effective date on this policy was [PII] and this policy expired on [PII], so there was coverage on the date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That means, you said that the policy turned by [PII]. That means the uh the last active date of this policy will be [PII], right?
[AGENT][NEUTRAL] Well, under this policy number, um, the policy is still active, but it has a different policy number.
[CUSTOMER][POSITIVE] OK. Well, uh, thank you so much, [PII], for assisting me and uh can I get the reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK. And uh I mean, just a moment, uh, I just missed one thing. Whether uh APL is the primary or secondary for this patient?
[AGENT][NEUTRAL] Were secondary.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] OK, thank you, um, [PII] for calling APL. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's all for today. How was the day.
[AGENT][POSITIVE] You do the same. Thank you for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Mm mhm. Goodbye.