AccountId: 011433970860
ContactId: 9e0c237d-bb68-423e-8bdd-09e1bd61fe7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336239 ms
Total Talk Time (AGENT): 109982 ms
Total Talk Time (CUSTOMER): 175577 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/9e0c237d-bb68-423e-8bdd-09e1bd61fe7d_20250102T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Cleveland Clinic to check on the eligibility status.
[AGENT][NEUTRAL] OK, yeah, I can check on eligibility for you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number will be [PII].
[AGENT][NEUTRAL] OK, thank you and then uh do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, I have the policy number. The policy number is 107420711799.
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers [PII], um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You are asking for social security number.
[AGENT][NEUTRAL] Yes, as that number you gave me is going to be a bit too long to be one of our policy numbers.
[CUSTOMER][NEUTRAL] So I'll give the Social Security number. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what was the name for the insured?
[CUSTOMER][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] The insurance name is American Public Life Insurance.
[AGENT][NEUTRAL] Oh, no, I'm sorry I meant the name for the patient.
[CUSTOMER][NEUTRAL] Sorry, yes, the patient's name is [PII].
[AGENT][NEUTRAL] Um, I'm not finding them with that social, um, do you mind spelling out their first and last name? I'll try searching that way.
[CUSTOMER][NEUTRAL] Yes, ah, it's [PII] and the second name is [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what state does [PII] live in?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, the patient is patient is living in [PII].
[AGENT][NEUTRAL] OK, do you have his date of birth?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the last policy that [PII] had with us, uh, it did terminate, um, in [PII].
[CUSTOMER][NEUTRAL] So, may I know the effective and termination date?
[AGENT][NEUTRAL] Yes, effective date was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it terminated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the patient has not uh reactivated the policy.
[AGENT][NEUTRAL] Yes, this individual does not have an active policy with us.
[CUSTOMER][NEUTRAL] So you are inactive right now.
[AGENT][NEUTRAL] That's correct. It's the policy has been terminated.
[CUSTOMER][NEUTRAL] So may I know whether the patient has any other active policy?
[AGENT][NEGATIVE] Uh, it's not with us. There's no active policies with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm asking, uh, other than you, there is, if there is any other active policy.
[AGENT][NEGATIVE] Not that I'm able to see. I'm I'm, I'm unable to see if he has any other active coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So may I know when the coordination of benefits updated?
[AGENT][NEUTRAL] Uh, for this one, it had to have been around [PII], um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, what date did you tell?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you are the primary at that time?
[AGENT][NEUTRAL] No, this was, uh, well I think so this is a a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] So I believe it was primary.
[CUSTOMER][NEUTRAL] Limit
[CUSTOMER][NEUTRAL] Limited benefit plan and your primary.
[AGENT][NEUTRAL] It's a
[AGENT][NEUTRAL] I believe so.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] And they will not allow that things you wanna play with.
[CUSTOMER][NEUTRAL] May I know your name please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] I I love I love.
[CUSTOMER][NEUTRAL] I know the.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date and so my last initial is [PII] and was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, thank you, [PII], for your help. Have a nice day.
[AGENT][POSITIVE] Yeah, thanks for calling APO you too bye bye.
[CUSTOMER][NEUTRAL] Bye.