AccountId: 011433970860
ContactId: 3ece2318-6e61-4c63-bbdd-1c493ccae72f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241710 ms
Total Talk Time (AGENT): 73026 ms
Total Talk Time (CUSTOMER): 111220 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3ece2318-6e61-4c63-bbdd-1c493ccae72f_20250324T14:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII], and I'm calling from United Health Group Coor of Benefits department, and the purpose of my call is to verify member eligibility for a mutual member so that we can coordinate benefits correctly for quality purposes. This call may be monitored and recorded.
[AGENT][POSITIVE] Well [PII], it would be my pleasure to assist you. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number that I have here is 023-04093.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The full name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and you're needing eligibility for [PII]?
[CUSTOMER][NEUTRAL] Yes, can I have the original effective date to that breaking coverage?
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] Mhm. It's all, uh, active.
[AGENT][NEUTRAL] Still active
[CUSTOMER][NEUTRAL] OK, thank you. And aside from medical policy, is there also a pharmacy coverage?
[AGENT][NEGATIVE] Not on this plan.
[CUSTOMER][NEUTRAL] OK, so far I see.
[CUSTOMER][NEUTRAL] And just to verify this plan is still active employment.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Um, can I have the group name and the group number please?
[AGENT][NEUTRAL] Yes, [PII], the group number is.
[AGENT][NEUTRAL] 21,340
[AGENT][NEUTRAL] And the group name is Frost Administrative Services.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Traded services, um, [PII], can you, uh, spell the first one, before administrated I'm so sorry.
[AGENT][NEUTRAL] Mhm. That's not a problem. It's Frost. F as in Foxtrot, R as in Romeo, O as in Oscar, S as in Sierra, and T as in Tango.
[CUSTOMER][POSITIVE] OK, got it, thank you so much. And Miss [PII] is the policy holder?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, she's a dependent.
[CUSTOMER][NEUTRAL] OK, dependent spouse.
[AGENT][POSITIVE] I can check that for you, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, she is a spouse.
[CUSTOMER][NEUTRAL] OK, uh, can you confirm if the subscriber is [PII] and the date of birth is [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you so much for that and I really appreciate and can I have your last initial please?
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] And also the caller reference number.
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][POSITIVE] And [PII], it has been a pleasure to assist you with that. I'm sorry, go ahead.
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[CUSTOMER][POSITIVE] Yes, uh, thank you so much for your help and I get the information that I need. Have a great day and goodbye.
[AGENT][POSITIVE] And thank you for calling APL. It was a pleasure to assist you with that eligibility. Have a wonderful day as well, [PII]. Take care.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Bye-bye.