AccountId: 011433970860
ContactId: af7168e1-4d50-4c73-99c2-10def0e6e042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309730 ms
Total Talk Time (AGENT): 120811 ms
Total Talk Time (CUSTOMER): 145413 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/af7168e1-4d50-4c73-99c2-10def0e6e042_20250217T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. 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 patient medical eligibility. Could you please help on that?
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] with an extension [PII].
[AGENT][NEUTRAL] Thank you. OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. 02568978 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and where are you calling from, Mr. [PII]? What is the facility or the provider's name?
[CUSTOMER][NEUTRAL] Cleveland Clinic Foundation.
[AGENT][NEUTRAL] OK, thank you. Alright, and 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. [PII] is the effective date and currently active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. This is a supplemental plan, right?
[AGENT][NEUTRAL] The secondary supplemental plan to the major medical, correct.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, is there any group number?
[AGENT][NEUTRAL] Yes, let me get that for you, one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Our level of has been closed on the floor you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 787.
[AGENT][NEUTRAL] OK, the group name is Rick Case Enterprises.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you spell it?
[AGENT][NEUTRAL] R I C K.
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] C A S E.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, R I C K. After that, could you please repeat that again?
[AGENT][NEUTRAL] C A S E.
[CUSTOMER][NEUTRAL] C A S E, right?
[AGENT][NEUTRAL] Mhm, yes. Enterprises.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Enterprises.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. R as in Romeo, I as in India, C as in Charlie, K as in Kilo. C as in Charlie, A as in Alpha, S as in Sierra, E as in Echo, right? Big case.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK, thank you. May I know group number?
[AGENT][NEUTRAL] 15371.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, may I know the claim's mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. And the ZIP code will be [PII], right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, thank you. Is there any electronic pay ID?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, this one is a secondary, so it needs to be sent by mail or uh fax because we need the EOB, the primary EOB attached to it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do have a payer ID that I can give you for your records, but it's best to send it by mail or fax because that's the primary EOB we need that to process claim.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, thank you. Um, may I know your name, please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure. My name is [PII]. That's initial is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] May I know call reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like.
[CUSTOMER][POSITIVE] Yeah, thank you. Thank you for the information. Have a wonderful day.
[AGENT][POSITIVE] You as well thank you for calling APL. Have a good day. Bye bye this morning.
[CUSTOMER][NEUTRAL] Oh bye bye.