AccountId: 011433970860
ContactId: fbc6f275-c24e-4cd8-9c04-80ca20be68f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272839 ms
Total Talk Time (AGENT): 77993 ms
Total Talk Time (CUSTOMER): 109636 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/fbc6f275-c24e-4cd8-9c04-80ca20be68f9_20250515T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, good morning, [PII]. This is [PII]. Uh, my first last name initial [PII]. I'm sorry. I'm calling from Cleveland Clinic Florida authorization department. Uh, well, [PII], the reason of my call is because, well, um, I would like to verify members eligibility, and then, well, I will let you know if that that I'm calling from participates in this network. Uh, could you help me with that please?
[AGENT][NEUTRAL] Sure [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, all right. My callback number is [PII]. My extension would be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes I do. Alright, the member ID number it's uh 2308187.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment while I pull that up.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, sure, right, Patience's first name is [PII] and his last name is uh [PII], and date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, got it, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, yes, as uh, as I said before, uh, could you please verify if we participate with this network?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And who are you calling from?
[CUSTOMER][NEUTRAL] Uh, from, uh, Clinic Florida.
[AGENT][NEUTRAL] I'm sorry, what was the name of the provider?
[CUSTOMER][NEUTRAL] I'm sorry, the name of the provider in that case it's uh [PII]. Um, I can provide you the MPI.
[AGENT][NEUTRAL] That's fine, one moment.
[CUSTOMER][POSITIVE] All right, thank.
[AGENT][NEUTRAL] So this is a secondary gap policy.
[AGENT][NEUTRAL] So, it would need the major medical to pay for part of the claim first before this policy picks up. So it would be based off of the the uh major medical party.
[AGENT][NEUTRAL] Because this is secondary gap. Mhm.
[CUSTOMER][NEUTRAL] Alright, I understand. Thank you sir. Alright, got it. OK, got it. Thank you very much. Alright, [PII], that's it. Thank you so much. I'm sorry, I have another question. I'm sorry. Uh, do you know if this plan require pre-certification or referral for a specialist office visit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, no, for this one, it would not, it would go based off of the major medical.
[CUSTOMER][NEUTRAL] Alright, got it, thank you, [PII] that's it. uh, I'm sorry, just for my records, may I have your last name initial?
[AGENT][NEUTRAL] My name is [PII] Last name starts as an [PII] hospital, and as a call reference, you can use my name and last initial in today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, got it, [PII], that's it. Thank you so much. Have a great day. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Bye bye thank you.