AccountId: 011433970860
ContactId: d715fe0a-fc29-4290-af25-8a4c36c474eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415970 ms
Total Talk Time (AGENT): 141295 ms
Total Talk Time (CUSTOMER): 167817 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/d715fe0a-fc29-4290-af25-8a4c36c474eb_20250214T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, your name is?
[AGENT][NEUTRAL] My name is [PII]. I'm with APL.
[CUSTOMER][NEUTRAL] Sorry, the line was getting in and out. Your name is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you so much, uh sorry. uh, by the way, this is [PII] from Cleveland Clinic, uh, billing, and I have a patient on the back line. Uh, we will be only needing to verify some eligibility regarding the claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status. Um, can I please get your callback number, [PII] just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII], but there is no submitted claim yet. I just wanted only to verify the effectivity coverage of the plan if, uh, she is eligible.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, alright, and can you spell her name for me please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the last name? [PII], that's a pretty name. What's the last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s, uh, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the policy number please.
[CUSTOMER][NEUTRAL] Uh, I have only like a member ID.
[CUSTOMER][NEUTRAL] I mean, uh, payer ID proof number.
[AGENT][NEUTRAL] Yes, go ahead and give me
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, payer ID is 60801.
[CUSTOMER][NEUTRAL] Proof ID is 23143.
[AGENT][NEUTRAL] Do you inpatient or an outpatient certificate number?
[CUSTOMER][NEUTRAL] Yes, I have 0253.
[AGENT][NEUTRAL] Can I have one of those numbers?
[CUSTOMER][NEUTRAL] Sure. 0253.
[CUSTOMER][NEUTRAL] 8076.
[CUSTOMER][NEUTRAL] M for Mary, L for Larry, 7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII].
[AGENT][NEGATIVE] Has lapped um.
[AGENT][NEUTRAL] Let me look and see, the policy is no longer active effective [PII].
[AGENT][NEUTRAL] But I'm going to check to see if she does have an active policy. Let me look.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] She does. Let me, let me give you that policy number that is active.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that policy number is 248.
[AGENT][NEUTRAL] 312 1.
[CUSTOMER][NEGATIVE] One moment, I'm not able to understand, uh, to you since the line was cutting in and out one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what exactly the number?
[AGENT][NEUTRAL] 248-312-1.
[CUSTOMER][NEUTRAL] 248-3121, this will be the member ID?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][POSITIVE] Thank you and uh.
[CUSTOMER][NEUTRAL] Go ahead sorry.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][POSITIVE] Until present.
[AGENT][NEUTRAL] Yes, it is current.
[CUSTOMER][NEUTRAL] Thank you and uh can you please provide me the claim address?
[AGENT][NEUTRAL] Yes, the claims address is PO Box 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. And any phone number?
[AGENT][NEUTRAL] Just the one that you called.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] We have a fax number.
[CUSTOMER][NEUTRAL] OK, what exactly is the fax number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Thank you, uh, the group number will still be the same or the group ID 23143?
[AGENT][POSITIVE] Correct, yes sir.
[CUSTOMER][NEUTRAL] And do you have like a reference number for this uh sorry?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] And what facility you said you're calling from Cleveland Clinic?
[CUSTOMER][NEUTRAL] Yes, I am from Cleveland Clinic billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So that's all I needed for now, um, uh, [PII], thank you so much for your help and have a great trip.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, you too, [PII] and happy [PII] and you have a good weekend thanks for calling ATL.
[CUSTOMER][POSITIVE] You too, thank you.