AccountId: 011433970860
ContactId: 0080d594-c5b6-43ec-9981-1c795a00509f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303019 ms
Total Talk Time (AGENT): 86115 ms
Total Talk Time (CUSTOMER): 127093 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0080d594-c5b6-43ec-9981-1c795a00509f_20250127T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], good afternoon. This is [PII], uh, calling you from United Healthcare from coordination and benefits. Calls are monitored and recorded for quality purposes. I just need to check eligibility for a member.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] [PII], what is your call back in case our call is connected?
[CUSTOMER][NEUTRAL] Hello, yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, uh, callback number is [PII] [PII].
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] The same.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, sorry, can I hear you? Oh, you're cutting in and out.
[CUSTOMER][NEUTRAL] What was that again?
[CUSTOMER][NEUTRAL] Can you hear me sorry?
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][POSITIVE] Yeah, that, that, that's it, uh, you know, much better.
[AGENT][NEUTRAL] OK. Thank you. What is the patient's name, sir?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Policy number, yes.
[AGENT][NEUTRAL] The the patient's name?
[CUSTOMER][NEUTRAL] Uh, the subscriber name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Last name spelled [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And patients policy number, please.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Patient policy number is 01802768.
[AGENT][NEUTRAL] OK, let me look the policy up quick for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I, I do show that [PII] does have an active policy, and her effective date is of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, is this, uh, medical coverage for the member?
[AGENT][NEUTRAL] It is, uh, and this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental insurance policy that is secondary to her primary.
[CUSTOMER][NEUTRAL] Oh, OK, so.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, OK, so, so this is a supplemental coverage for the member.
[AGENT][NEUTRAL] Yes, it's a gap insurance that helps with deductible, co-pay and co-insurance.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am.
[CUSTOMER][NEUTRAL] Uh, do you have the, uh, group ID number?
[AGENT][NEUTRAL] Yes, that is 23686.
[CUSTOMER][NEUTRAL] I'm sorry, one more time.
[AGENT][NEUTRAL] 23686.
[CUSTOMER][NEUTRAL] 236-86
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am. Uh, I just need to confirm [PII] also is the newborn.
[CUSTOMER][NEUTRAL] Uh, [PII] is also added with this policy, with this coverage. Uh, the date of birth of the newborn is [PII]. Is he covered with 30 day maternity periods of, um, maternity period of the mom for [PII]?
[AGENT][NEUTRAL] Uh, newborn is not on the policy.
[CUSTOMER][POSITIVE] Oh, not included. OK, thank you so much, ma'am.
[CUSTOMER][NEUTRAL] Alright, uh, if this is, uh, the only coverage for the member, I'll take it from here. I'll just take a reference number for you and the first initial of the last last name just to wrap this up.
[AGENT][NEUTRAL] Yes, um, my name is [PII] and last initial is [PII]
[AGENT][NEUTRAL] And you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. I appreciate your help. You have a wonderful day. Good bye.
[AGENT][POSITIVE] You're very welcome. You're very welcome, [PII]. You have a good one. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm