AccountId: 011433970860
ContactId: 133a5f60-19f9-4361-b0ec-aa11fbfceac4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272760 ms
Total Talk Time (AGENT): 74214 ms
Total Talk Time (CUSTOMER): 123430 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/133a5f60-19f9-4361-b0ec-aa11fbfceac4_20250325T14:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII], and I'm calling from United Health Corp Garden Insured Benefits department, and the purpose of my call is to verify member eligibility for a mutual member so that you can coordinate benefits correctly. For quality purposes. This call may be monitored and recorded.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm, my phone number is [PII].
[AGENT][NEUTRAL] OK, what's your extension again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number that I have here for this number is 02150685.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII] date of [PII].
[AGENT][POSITIVE] Thank you, [PII], and you are needing benefits?
[CUSTOMER][NEUTRAL] Mhm. Benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. It's for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Uh, I'm calling on behalf of your provider.
[AGENT][NEUTRAL] The benefits you want, is it outpatient, inpatient, or a doctor's office visit?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[CUSTOMER][NEUTRAL] Oh, I just want
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] I just want to ask if this plan have a medical?
[AGENT][NEUTRAL] Yes, ma'am. It is medical.
[AGENT][NEUTRAL] Secondary policy.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is effective [PII].
[CUSTOMER][NEUTRAL] OK, it's still active, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and aside from medical policy, is there also a pharmacy coverage?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, no pharmacy.
[CUSTOMER][NEUTRAL] And just to verify this plan is through active employment or through employer?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, thank you and can I have the group name and the group number please?
[AGENT][NEUTRAL] The group number 12,260.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is high
[AGENT][NEUTRAL] Plains.
[AGENT][NEUTRAL] Library District.
[CUSTOMER][NEUTRAL] High Plains library.
[AGENT][NEUTRAL] District.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Wait a moment.
[CUSTOMER][NEUTRAL] And uh [PII] is the policy holder on this plan.
[AGENT][NEUTRAL] Yes, she is.
[CUSTOMER][NEUTRAL] OK, I think it is.
[CUSTOMER][POSITIVE] OK, thank you so much for that and can I have your name and last initial please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and also the caller reference number for this call?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, um, [PII], I want to verify, uh, can I have the higher date for this number, please?
[AGENT][NEUTRAL] I'm not sure of that. I just know the effective date of this policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you so much for that uh that's it. Thank you so much for your help and have a great day bye bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.