AccountId: 011433970860
ContactId: a8f22cd2-31c4-4377-a5c0-5b6b1f17a2ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275200 ms
Total Talk Time (AGENT): 92836 ms
Total Talk Time (CUSTOMER): 90404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a8f22cd2-31c4-4377-a5c0-5b6b1f17a2ea_20250306T19:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on the patient's medical eligibility. Could you please help?
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, and you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm thank you. And where are you calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] To check on the patient's Medicare eligibility.
[AGENT][NEUTRAL] OK, yes, I understand, but you're calling from which facility or provider was the name for my notation?
[CUSTOMER][NEUTRAL] Cleveland Clinic Foundation.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 0510715 M as in Mike, L as in Lima, 8.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, let me have that number one more time.
[CUSTOMER][NEUTRAL] 05110715 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The first number you're giving me, the first two numbers [PII]. Can you check on that number because uh on that number is not correct. Um, do you have a copy of the card?
[CUSTOMER][NEUTRAL] Yeah, wait a moment once to check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] There is no member ID.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Here, here I found the group number. There is no member ID.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what is the group number if you can see the group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the group number is 80076.
[AGENT][NEUTRAL] 80076. OK, bear with me just a second.
[AGENT][NEUTRAL] What's the last name of the patient?
[CUSTOMER][NEGATIVE] And the patient's loss.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and you say you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So it looks like 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] Could you please spell out your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] May I have the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you for your help. Have a good day.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Mr. [PII].