AccountId: 011433970860
ContactId: bd12d145-7273-4134-b0f8-df6b1a4c7902
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243000 ms
Total Talk Time (AGENT): 96113 ms
Total Talk Time (CUSTOMER): 79277 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/bd12d145-7273-4134-b0f8-df6b1a4c7902_20250403T13:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. You said your name is?
[AGENT][NEUTRAL] [PII] and your name?
[CUSTOMER][NEUTRAL] Would you be able, would you be able to spell it for me, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you so much, um, [PII], this is [PII] from Cleveland Clinic, Florida. I'm calling to confirm if one of our patients uh policy is active.
[AGENT][NEUTRAL] Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number of the member?
[CUSTOMER][NEUTRAL] Uh, policy sort is 02442009.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility correct, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So let me give you the correct policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 25792229.
[CUSTOMER][NEUTRAL] 25792229. OK, OK.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And you're calling to verify outpatient inpatient office visits. What type of place of service is it?
[CUSTOMER][NEUTRAL] Uh, will be for, um, outpatient, please, and inpatient hospital as well.
[AGENT][NEUTRAL] So the members the member has outpatient benefits of $1000 per calendar day and this is not a guarantee of benefits, just a disclaimer of the policies' coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], the policy number that I just gave you, could you provide it to me? I don't know how I deleted this.
[CUSTOMER][NEUTRAL] Yeah. Uh 257-92229.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, yes, so you mentioned to me that for the outpatient there's a $1000 per calendar day, correct?
[AGENT][NEUTRAL] Yes, that is correct, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect. And also for the inpatient, um, is the amount the same?
[AGENT][NEUTRAL] The inpatient benefits of 18 hours or more is $7900 per calendar year, and this is not a guarantee of benefits, just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] OK. And you mentioned to me that there's also um a doctor's um office, uh, if, if I heard correctly.
[AGENT][NEUTRAL] No, I did not. I actually was it inpatient, outpatient office visit? I was asking you what was the place of service.
[CUSTOMER][NEUTRAL] OK. And the office visit, is there a um like a coverage?
[AGENT][NEGATIVE] Office visits are not covered.
[CUSTOMER][NEUTRAL] Not covered? Perfect. OK dokey. So my last question will be, mm, [PII], do you have a reference number that you can provide me?
[AGENT][NEUTRAL] We don't provide those unfortunately you can use my name in today's date as a reference. Would you like for me to spell my name for you again?
[CUSTOMER][POSITIVE] No, I got it already thank you so much.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks, goodbye.