AccountId: 011433970860
ContactId: a4227e38-9ddb-476f-840e-d673acfc047c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207490 ms
Total Talk Time (AGENT): 70253 ms
Total Talk Time (CUSTOMER): 64404 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a4227e38-9ddb-476f-840e-d673acfc047c_20250217T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm good how are you doing today?
[CUSTOMER][POSITIVE] My name is [PII]. I'm doing pretty well, thank you for asking.
[AGENT][POSITIVE] Thank you, Ms. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling to verify a patient is eligible.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your callback number though just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's the patient's, uh, name, policy, and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is this uh.
[CUSTOMER][NEUTRAL] And he said his ID was [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Oh, I deleted it.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] I think you said 60801.
[AGENT][NEUTRAL] That is our payer ID number.
[CUSTOMER][NEUTRAL] OK, hold on, let me. Information please call [PII].
[AGENT][NEUTRAL] To submit electronic claims.
[CUSTOMER][NEUTRAL] When hip or knee pain limits your ability to perform daily activities or stops you from
[CUSTOMER][POSITIVE] Thank you for holding, [PII]. [PII].
[AGENT][NEUTRAL] That sounds like a good number. And then what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Cleveland Clinic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look up that policy real quick so I can get you the eligibility.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][NEUTRAL] And is that what's the member ID number? The one that I gave you, is that right?
[AGENT][POSITIVE] Yes, ma'am. Yes, that's, that's correct.
[CUSTOMER][NEUTRAL] OK, and is there a group number?
[AGENT][NEUTRAL] Yes, the group number is 23143.
[CUSTOMER][NEUTRAL] And [PII], you have a reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] What's the initial to your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] All right, well, [PII], thank you so much for your assistance. I truly appreciate you and you have a wonderful day, OK?
[AGENT][POSITIVE] You too, Miss [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye-bye.