AccountId: 011433970860
ContactId: caf64797-4717-49be-89ef-582a42e208a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210610 ms
Total Talk Time (AGENT): 73175 ms
Total Talk Time (CUSTOMER): 80065 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/caf64797-4717-49be-89ef-582a42e208a4_20250523T16:59_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]. Last name initial and [PII] calling from Cleveland Clinic Florida.
[CUSTOMER][NEUTRAL] I'm here just to verify if you guys have a patient on file.
[AGENT][NEUTRAL] You're calling to verify if we have a claim on file?
[CUSTOMER][NEUTRAL] Uh, patient, a member.
[AGENT][NEUTRAL] Um, OK, a patient. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, yep, uh, that would be let's take a look here.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 10562.
[AGENT][NEUTRAL] 02210560
[CUSTOMER][NEUTRAL] 62
[AGENT][NEUTRAL] 62. OK. And what's a good phone number for you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] At the end.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. That's the right phone number.
[AGENT][POSITIVE] Thank.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] with number 524 [PII].
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII]. Uh, this policy is active at this time, and did you have any further questions?
[CUSTOMER][NEUTRAL] Uh yeah, I'm here just to verify also the network for the patient, uh, like uh we consider in network or out of network along with a, uh, if I could require pre-certification or not.
[AGENT][NEUTRAL] OK, so there's no network, excuse me, affiliated with this policy, uh, this supplemental gap plan is secondary to the major medical policy, and I did not understand the second question.
[CUSTOMER][NEUTRAL] OK, well, you said, uh, it's considered as a supplement, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You said this, uh, I mean, it is considered as a supplement, uh, plan, right?
[AGENT][NEUTRAL] Yes. It's secondary to the major medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just take a look here and are you able to verify who's gonna be the primary?
[AGENT][NEUTRAL] I can verify if we have that information. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Our records indicate Cigna, but you definitely want to reach out to the patient to confirm.
[CUSTOMER][NEUTRAL] OK, got it. So that means that uh the patient is active on Cigna as well, right?
[AGENT][NEUTRAL] We cannot verify Cigna's information. You'll need to contact Cigna.
[CUSTOMER][POSITIVE] OK, got it. Well, uh, in that case that'll be all. Thank you have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII], thanks for call.
[CUSTOMER][NEUTRAL] Well, may I have your name and last initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] You want the first, the initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Uh, OK, and.
[CUSTOMER][NEUTRAL] OK, may I have the first name as well?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, got it. So that'll be all. Thank you and have a wonderful weekend, sir.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. Have a good day as well.