AccountId: 011433970860
ContactId: d79afc5e-ab22-46fc-99cb-56f425efab14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343440 ms
Total Talk Time (AGENT): 98639 ms
Total Talk Time (CUSTOMER): 175405 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d79afc5e-ab22-46fc-99cb-56f425efab14_20250523T18:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Good thanks. I, I, I'm calling I'm the policy holder. I'm I'm calling about my, my daughter. Um, I actually have Cleveland Clinic on the phone with us. We, I guess we're just doing a verification to make, uh make sure that [PII] was covered on a on a specific day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, I don't know what else.
[AGENT][NEUTRAL] And may I have your name
[CUSTOMER][NEUTRAL] Does the uh [PII].
[CUSTOMER][NEUTRAL] Oh yeah. My name is [PII] Is Cleveland Clinic still on the phone?
[CUSTOMER][NEUTRAL] I am uh [PII]. I just wanna make sure we we didn't lose you so OK um OK I'm sorry, go ahead, APL.
[AGENT][NEUTRAL] All right, [PII], may I have the
[AGENT][NEUTRAL] It's OK. May I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My policy number is 02123559.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify your last name, your date of birth, your mailing and email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email [PII]. What was the other one? I'm sorry?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Alright, thank you so much for verifying your information, and you said you needed to know if the policy was active on a particular data service?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to we're trying to submit uh uh something on behalf of my daughter [PII] for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK yeah no I I know that I I think I, I think Cleveland Clinic just needed to verify before they submit the bill or something of that nature um. Hold on, uh, [PII], thank you for that one [PII] so you mentioned that the patient, I mean the eligibility was active, uh, start on [PII], no termination date, uh, is that correct?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Welcome.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm sorry, oh, OK. Uh, what is the policy, uh, number for [PII]?
[AGENT][NEUTRAL] 212-3559.
[CUSTOMER][NEUTRAL] So 123559, is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is there any group number, insurance group number?
[AGENT][NEUTRAL] Yes, the group number is 179.
[CUSTOMER][NEUTRAL] 1792.
[AGENT][NEUTRAL] 17907.
[CUSTOMER][NEUTRAL] 07 thank you. All I need um and uh is a claim number where we can send uh a bill for APL.
[AGENT][NEUTRAL] Number as in fax number?
[CUSTOMER][NEUTRAL] Uh, fax number and claim address, mailing address.
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oklahoma, Okla.
[CUSTOMER][NEUTRAL] Um, please bear with me.
[CUSTOMER][NEUTRAL] I'm just typing [PII]. Let me confirm that is [PII] 248,950 [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] 24. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, hold on. Um, all I need is fax number.
[AGENT][NEUTRAL] The fax number
[CUSTOMER][NEUTRAL] And uh also a phone number for for their line.
[AGENT][NEUTRAL] OK, um, fax number is [PII].
[AGENT][NEUTRAL] And that'll be attention APL claims.
[CUSTOMER][NEUTRAL] APL claims.
[AGENT][NEUTRAL] Mhm. APL claims department.
[CUSTOMER][NEUTRAL] Mhm. Phone number, please?
[AGENT][NEUTRAL] Our phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] do you have a reference number, uh, um, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for all the information that you provided to me uh today, uh, [PII], and have a great weekend for you. I will ask um the other uh information to the father. Have a nice day. Goodbye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.