AccountId: 011433970860
ContactId: 5e34361b-b43e-4363-bb02-34d817144780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125910 ms
Total Talk Time (AGENT): 54149 ms
Total Talk Time (CUSTOMER): 61788 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/5e34361b-b43e-4363-bb02-34d817144780_20250304T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, hello [PII]. Hi, uh, good afternoon, ma'am. My name is [PII] and I'm calling from the Optims coordination and benefits department on behalf of United Healthcare. Uh, I would like to verify if if the APL is the medical insurance company or full medical plan and this call is monitored and recorded for quality assurance and training purposes.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] OK, and I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. First initial of my last name is [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] with extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is 01848866.
[AGENT][NEUTRAL] OK, and to repeat that to you, [PII], I have that as 01848866.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is for Mr. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and again, [PII], you're calling to check eligibility and plan type, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can certainly help you with that. Now, [PII] is the policy holder with an effective date of [PII], and this policy shows active as a supplemental medical policy.
[CUSTOMER][NEUTRAL] Oh I see supplemental medical policy. Do you have actually the reference number for this call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, we do not provide reference numbers, but you can use my name and today's date, yes.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Thank you so much ma'am for confirming that that's all.
[AGENT][POSITIVE] OK, you're welcome, [PII], and thank you very much for calling APM. Have a great day. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Take care bye bye.