AccountId: 011433970860
ContactId: 502750c8-5305-4dba-923f-cf8bab18cfdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329640 ms
Total Talk Time (AGENT): 135904 ms
Total Talk Time (CUSTOMER): 112804 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/502750c8-5305-4dba-923f-cf8bab18cfdf_20250606T18:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, you know, ma'am, good afternoon. This is [PII], and I'm calling from United Healthcare's coordination of benefits department, and I just wanna verify member's eligibility for a mutual member and for quality assurance, this call may be monitored or recorded.
[AGENT][NEUTRAL] OK, yeah, I can check the eligibility for you. OK, what did you say your name was?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, thank you do you have that number?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Uh, the policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number is 018.
[CUSTOMER][NEUTRAL] 13074 M. for Mary, L for Lima and number 8.
[AGENT][NEUTRAL] OK and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, it's for.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this will see I did terminate no.
[AGENT][NEUTRAL] Of [PII], if you'll give me one moment though, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK, and um I just wanna ask if this policy covers full medical and pharmacy?
[AGENT][NEUTRAL] Sure, one moment, um, have a policy that is currently active. Uh, whenever you're ready I can give you that correct policy number.
[CUSTOMER][NEUTRAL] I'm sure, ma'am.
[AGENT][NEUTRAL] OK, that policy number is 02.
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 9504.
[CUSTOMER][NEUTRAL] Thank you. And does this, um, does it cover for medical or only supplemental?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so this is a secondary medical policy. It is supplemental. It is designed to help with co-pay, deductible and co-insurance major medical pays. However, it does have its own policy, um, and let's see, there are two separate benefits for, uh, inpatient and outpatient. So when you say medical, uh, are you referring to inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, I'm not really sure, but you mentioned that this is only supplemental, right? That only covers like the copay?
[AGENT][NEUTRAL] Yes, this is a supplemental policy.
[CUSTOMER][NEUTRAL] Thank you so much and I'm sorry, um, do you mind checking another policy number for me? um.
[CUSTOMER][NEUTRAL] It's for another member.
[AGENT][NEUTRAL] Uh, for eligibility?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, what was that policy number?
[CUSTOMER][NEUTRAL] Um, it's 01634912 M for Mary, L for Lima, number 7.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for this member?
[CUSTOMER][NEUTRAL] Um, this one is for [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, so that number is actually the policy number you gave me is not active. It did terminate in [PII]. However, Valentina is covered under this other policy, the one that I had just given you that uh [PII] is also covered under.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they're both covered under that same policy number ending in 504.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and may I know who's the um who's the policy holder on the policy number?
[AGENT][NEUTRAL] The policy holder is [PII].
[CUSTOMER][NEUTRAL] Oh [PII] office, OK, and that was their moderate.
[CUSTOMER][POSITIVE] Alright, thank you so much and may I know what's the like the exact effective date and termination date?
[AGENT][NEUTRAL] Yes, so for this policy that is currently active.
[CUSTOMER][NEUTRAL] Of the policy number that I just gave you.
[AGENT][NEUTRAL] Uh, I'm sorry, which one?
[CUSTOMER][NEUTRAL] Um, the one that's ending with 912.
[AGENT][POSITIVE] Oh yes, let me get that for you one moment.
[AGENT][NEUTRAL] 912. So that policy's effective date was [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And that termination date was [PII].
[CUSTOMER][NEUTRAL] Alright, thank you so much. um, I think that's all that I need for today, ma'am. And lastly, can I have the initial of your last name and a reference number for this call, please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[AGENT][NEUTRAL] So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Um, no, that's all. Thank you so much for your help.
[AGENT][POSITIVE] Of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too alright bye for now.
[AGENT][POSITIVE] Thank you. Bye bye.