AccountId: 011433970860
ContactId: ea084e21-7676-4e16-8d26-4aa80185926c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 650390 ms
Total Talk Time (AGENT): 93373 ms
Total Talk Time (CUSTOMER): 96173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ea084e21-7676-4e16-8d26-4aa80185926c_20250401T18:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, because he is
[CUSTOMER][NEUTRAL] Good afternoon. Hi, my name is [PII]. I'm from Cleveland Clinic billing department.
[AGENT][NEUTRAL] Mhm. How may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, uh, I'm calling on behalf of our patient. uh I just want to verify her eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, hold on, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me get that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Alright, so the one that she provided to me, mm, that's gonna be 2607944.
[AGENT][NEUTRAL] OK, let me try that one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. Um, the name is gonna be [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, perfect. Thank you. And you just need eligibility information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, because we're trying to add the insurance on her account as a secondary so we can rebuild it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So we have an effective date of [PII].
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's still showing active, but let me, let me check really quick with customer service on this one. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Of course, of course.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] So, I do apologize. You're welcome. I had to check with customer service, but it looks like, yeah, it is active at the moment.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I didn't catch that.
[AGENT][NEUTRAL] OK, it is active at the moment.
[CUSTOMER][NEUTRAL] Oh, it is active. So effective date is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then the patient is covered for outpatient services.
[AGENT][NEUTRAL] Yes, do you need benefit information?
[CUSTOMER][NEUTRAL] No, no. Just, just only for the outpatient if she's covered.
[AGENT][NEUTRAL] OK, and yes. Give me just a second, let me go ahead and pull that up. And this is not a guarantee of payment, just a verification of coverage. Um, yes, there is outpatient benefits. Um, this, um, let's see, includes office procedures. It does not include the office visit. It only includes procedures done in office.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][POSITIVE] Alright, I guess that's all I need to ask. I appreciate the your assistance. Thank you and enjoy the rest of your day, OK? All right, by the way, I might forget. I, what was your name again?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You yourself
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name is [PII]. That's [PII] [PII].
[CUSTOMER][NEUTRAL] Thank you, do you have a reference number of this call?
[AGENT][NEUTRAL] Uh, we don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right. Today's date. All right, perfect. Thank you so much for your time. That's all for now. Enjoy the rest of the day. Bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. You as well. Thank you for calling APO. Bye-bye.