AccountId: 011433970860
ContactId: e27f0710-7356-42ef-a5d7-d3c707211500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267500 ms
Total Talk Time (AGENT): 134052 ms
Total Talk Time (CUSTOMER): 88661 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e27f0710-7356-42ef-a5d7-d3c707211500_20250429T13:25_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from Cleveland Clinic, Florida. And I just want to check on a claim status.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] Sure. That is 051.
[CUSTOMER][NEUTRAL] 0715 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Alrighty, thank you so much for that, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Yes, that is. Sure, that is [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for all that information, [PII]. Now your patient's name and date of birth today, please, sir.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] Uh, that is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. That looks like [PII] is a dependent on this medical supplemental plan and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Day the service place sir.
[CUSTOMER][NEUTRAL] Sure, that is [PII] and the total bill is $221.02 to 1.
[AGENT][NEUTRAL] Hi [PII], let me get that keyed in. Let's see, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where is your bill from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, I'm sorry?
[CUSTOMER][NEUTRAL] That it's a crossover time asking, right?
[AGENT][NEUTRAL] Where's the bill from? What's the provider name? Huh?
[CUSTOMER][NEUTRAL] Uh, it's Cleveland, it's Cleveland Clinic Foundation.
[AGENT][NEUTRAL] Alright, let's see, and your total bill is 221. Is that what you said?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Well, I don't see anything processed for that. So let me go see if we have anything here in line.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, sir, I do not see that claim here at all. So, tell me, how did you send that claim to APL? Let's make sure you have the correct address.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Actually, it was billed to the mailing address of [PII].
[AGENT][NEUTRAL] That is the correct address, um.
[AGENT][NEUTRAL] since this is kind of getting old, I'll tell you what, I'm gonna, I'm gonna go ahead this one time and let you fax it over to us. Can you do that?
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, sure. Do you have any electronic payer ID?
[AGENT][NEUTRAL] And we do. You can send that electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. And uh could you please provide me the eligibility for this coverage?
[AGENT][NEUTRAL] You want the benefits, is that what you're saying?
[CUSTOMER][NEUTRAL] Just the uh coverage information whether the policy is active or not and when it is started.
[AGENT][NEUTRAL] OK, let's go let me go back over that screen. I do show the original effective date is [PII]. It is current until [PII].
[AGENT][NEUTRAL] 25 at the terminal.
[CUSTOMER][NEUTRAL] I'm sorry, it's uh 3.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh, sorry, if you don't mind, could you please repeat the term date?
[AGENT][NEUTRAL] Yeah, term date 3-1-25.
[CUSTOMER][NEUTRAL] [PII]. Well, thank you so much for the information. And could, could you please provide me a reference number for this call?
[AGENT][NEUTRAL] Excuse me. Mhm. Correct.
[AGENT][NEUTRAL] Uh, we do not give reference numbers, [PII], but you can use my name in today's date if you need to do so. And my name is [PII], and that is spelled [PII].
[AGENT][NEUTRAL] [PII] yes. And is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that's all for today. Thanks a lot.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Take care. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye