AccountId: 011433970860
ContactId: a7abca50-af46-407c-b6a0-4cf2e84378db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284899 ms
Total Talk Time (AGENT): 90542 ms
Total Talk Time (CUSTOMER): 96461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a7abca50-af46-407c-b6a0-4cf2e84378db_20250226T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check all the patient's medical eligibility. Could you please help?
[AGENT][NEUTRAL] Yes, [PII], I can help you with eligibility. Can you please give me the callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, sir. And then what is uh the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's Cleveland Clinic Foundation.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII] and the ID is 02270277 [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[AGENT][NEUTRAL] But there is an active policy. Let me give you that policy number.
[AGENT][NEUTRAL] It is 256-454-1.
[CUSTOMER][NEUTRAL] OK. Could you please spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] May I know the affected date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I know the termination dates?
[AGENT][NEUTRAL] It's active.
[CUSTOMER][NEUTRAL] They're still active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Here, my data service is [PII]. Could you please tell me the policy is active on March?
[AGENT][NEUTRAL] Yes, the policy is still active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Could you please provide me the effective date?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Here my data service is [PII].
[AGENT][NEUTRAL] No, the, this policy is active.
[CUSTOMER][NEUTRAL] Yeah, could you please provide me the effective date on [PII]?
[AGENT][NEUTRAL] The policy effective date is [PII].
[CUSTOMER][NEUTRAL] doing
[CUSTOMER][NEUTRAL] I'm asking about the policy is active or inactive on [PII]?
[AGENT][NEUTRAL] Uh, active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Could you please provide me the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please provide me the termination dates?
[AGENT][NEUTRAL] The policy is active?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In [PII], there is no active card, right?
[AGENT][NEUTRAL] The previous policy that I told you was no longer active, that is lapsed. That effective date was [PII] and the policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK. Could you please provide me the ID?
[AGENT][NEUTRAL] 227-027-77
[CUSTOMER][NEUTRAL] 227-027-77, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you for your help. Have a good day.
[AGENT][POSITIVE] You too. Thank you, [PII]. You have a good day also. Thanks for calling APL.