AccountId: 011433970860
ContactId: a3ea1c18-35c8-4503-bfff-43c21d984529
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404970 ms
Total Talk Time (AGENT): 145350 ms
Total Talk Time (CUSTOMER): 131817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a3ea1c18-35c8-4503-bfff-43c21d984529_20250625T18:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes ma'am, hi, um, how you doing? What's your name again sorry?
[AGENT][NEUTRAL] My name is [PII] last initial M.
[CUSTOMER][POSITIVE] Thank you Ms. [PII]. I appreciate it. My name is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] From the Cleveland Clinic.
[CUSTOMER][NEUTRAL] Yeah, I just want to check the eligibility or uh the the effectivity of the, the patient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for this insurance.
[AGENT][POSITIVE] OK, sure, yes, I can assist you with eligibility. Mhm.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I'm gonna give you the group number. Is that is is that or what do you need from me the member ID?
[AGENT][NEUTRAL] If you have the policy number, I can use the policy number. If you don't have the policy number, I can use the group number. Now, the policy number should be in the bottom of that card where it says inpatient, outpatient cert.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, we don't have it. Uh, group number is 23143.
[AGENT][NEUTRAL] OK, bear with me. Yeah, I had to pull the whole group, so it may take 1 or 2, OK? You're welcome.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] You're welcome. One moment.
[AGENT][NEUTRAL] OK, and what is the last name?
[CUSTOMER][NEUTRAL] Uh, the last name is [PII], first name, [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Is [PII] the main holder of the policy? I mean is um.
[CUSTOMER][NEUTRAL] Her her mom
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] is the, I believe, dependent or
[CUSTOMER][NEUTRAL] Her mom is the main, main, um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the name of the man?
[CUSTOMER][NEUTRAL] The name of the mom is [PII], last name [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what is the date of birth for the dependent?
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, thank you, um, what you call this? I need the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The claim address ma'am.
[AGENT][NEUTRAL] OK, the address to submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], what's the zip code again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And the phone number, ma'am?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. The fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII] OK thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, do we have a reference number for this call, Miss [PII]?
[AGENT][NEUTRAL] Oh, so we don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Um, no, I, I think I'm good now, Miss, Miss [PII], thank you very much. I appreciate it.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Alrighty, have a good day.
[AGENT][POSITIVE] No. Thank you. You as well bye bye.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Hello, Ms. So, one last question, ma'am.
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII], what's the, what's the, yeah, uh, what you call this, the insurance, the member's insurance ID?
[AGENT][NEUTRAL] The policy number?
[AGENT][NEUTRAL] OK, um, the policy number?
[CUSTOMER][NEUTRAL] Yeah, the claim number, yes.
[AGENT][NEUTRAL] The policy number is 02473388.
[CUSTOMER][NEUTRAL] OK, 02473388.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright ma'am, I, I'm good now thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO bye bye.
[CUSTOMER][NEGATIVE] You are on hold.