AccountId: 011433970860
ContactId: 5c360ce8-fd23-4746-a098-e834d2261bb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206449 ms
Total Talk Time (AGENT): 73925 ms
Total Talk Time (CUSTOMER): 99575 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5c360ce8-fd23-4746-a098-e834d2261bb7_20250107T22:30_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, good afternoon. My name is [PII] from United Health Group's coordination benefits department on behalf of United Healthcare. I am calling to verify members' eligibility and also please be advised these calls may be monitored or recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, absolutely, and may I have, I'm so sorry if you had already said this, but may I have your name again please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] [PII].
[AGENT][POSITIVE] Thank you very much and do you mind if I get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and then that member's policy number?
[CUSTOMER][NEUTRAL] I have here 994158.
[AGENT][NEUTRAL] You said
[AGENT][NEUTRAL] 994158. Did I hear that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me try pulling that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name, I mean member name that I have here is um [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, I do see that here thank you so much and.
[AGENT][NEUTRAL] How, um how can I help you today? What information can I provide you?
[CUSTOMER][NEUTRAL] Yes, um, 1st may I know what, um, type of or what kind of insurance is American Public? Is it like a full medical insurance, a gap, um, a gap plan or a supplemental plan?
[AGENT][NEUTRAL] Yeah, we offer tons of different coverage. This one is a supplemental gap policy. It's uh secondary insurance.
[CUSTOMER][NEUTRAL] All right, get it.
[CUSTOMER][NEUTRAL] OK, supplemental, let me take note of that.
[CUSTOMER][NEUTRAL] And um did I provide you the correct member ID it's the 994158.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Alright thank you and also um.
[CUSTOMER][NEUTRAL] Under this plan, can you please verify if there is a child dependent named [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Yes, I do see [PII] on here. He is current and active with us.
[CUSTOMER][NEUTRAL] Alright, thank you. And also can you please provide the original effective date of this plan without any breaking coverage and also if there is a termination date.
[AGENT][NEUTRAL] Alright, I do not have a termination date on file. Let me see.
[AGENT][NEUTRAL] Um, they've only had this one policy, and it has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, get it, and the plan is still active, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Alright, OK, uh, we have got all the information that I need for this number. If you could please provide your last name, initial, and a reference number.
[AGENT][NEUTRAL] Yeah, I'd love to. My last name is [PII] and the reference number is just my name [PII], first initial last name [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much for your assistance. I really appreciate it. Have a nice day and stay safe. Bye.
[AGENT][POSITIVE] My pleasure you too bye bye.