AccountId: 011433970860
ContactId: fdab863a-edae-4266-8af2-8a28d831a2a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251119 ms
Total Talk Time (AGENT): 110180 ms
Total Talk Time (CUSTOMER): 98343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/fdab863a-edae-4266-8af2-8a28d831a2a7_20250523T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from the provider's office to check on patient's medical eligibility. Could you please help for that?
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Sure, sure. My good callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number starts with uh just a moment. I do have that 1 02559262.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have the name and date of birth?
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] Sure. That's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII], thank you so much, [PII]. Yeah, the patient's first name is [PII]. Last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] I'm calling from Cleveland Clinic Foundation, State is, [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility, we have an effective date of No.
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] OK. Effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much. Patient is not a dependent, right? He's the policyholder, right?
[AGENT][NEUTRAL] No, that's dependent on the policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Who is the cardholder?
[AGENT][NEUTRAL] We can release that information.
[CUSTOMER][NEUTRAL] I do have it shows.
[AGENT][NEUTRAL] We can only verify.
[CUSTOMER][NEUTRAL] I do have [PII].
[AGENT][NEUTRAL] OK, and what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that is the main holder. Mhm.
[CUSTOMER][NEUTRAL] Uh, so who, what is the relationship between the patient and the subscriber?
[CUSTOMER][NEUTRAL] He is a father.
[AGENT][NEUTRAL] Dependent. I'm not, we're not sure. He's just a dependent added to the policy.
[CUSTOMER][NEUTRAL] So dependent, the patient is a child.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's just a dependent added to the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any group number, group name?
[AGENT][NEUTRAL] OK, the group number and name. One moment, let me get that for you.
[AGENT][NEUTRAL] OK, the group number is 26703. Group name is Team.
[CUSTOMER][NEUTRAL] Group name?
[AGENT][NEUTRAL] Team
[AGENT][NEUTRAL] Post OP Inc.
[CUSTOMER][NEUTRAL] Team policy.
[CUSTOMER][NEUTRAL] OP Inc.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Team POST.
[AGENT][NEUTRAL] OP
[CUSTOMER][NEUTRAL] Oh, the post.
[AGENT][NEUTRAL] Yes, Teo, and then there's an OP separate from that, and then inc INC.
[CUSTOMER][NEUTRAL] Team policy post OP Inc.
[AGENT][NEUTRAL] No team post no team policies, just team post.
[CUSTOMER][NEUTRAL] Oh, the posts. Sorry, sorry.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Team post OP uh the separate word is OPINC.
[AGENT][POSITIVE] INC, mhm, yes, correct.
[CUSTOMER][POSITIVE] Thank you so much. Thank you so much. So, so I'll call reference number for this call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name in today's day we don't have reference numbers.
[CUSTOMER][NEUTRAL] Oh, your name and digit, last name [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for your patience and assistance. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] You as well thank you for calling APR. Have a good day. Bye bye Miss [PII].