AccountId: 011433970860
ContactId: 6366a87f-59d8-4aa8-abb1-42ec54bcc741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217619 ms
Total Talk Time (AGENT): 61951 ms
Total Talk Time (CUSTOMER): 109887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6366a87f-59d8-4aa8-abb1-42ec54bcc741_20250506T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am calling from the office recovery service Medicaid of Utah. I need to check eligibility on a policy. Oh my goodness, what did I just do? I lost it. Hold on just a moment, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] account
[AGENT][NEUTRAL] And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is, first name is spelled [PII], last name [PII] 10-1372.
[CUSTOMER][NEUTRAL] And then the ID number is 021-95782 and I believe it's termed it's an old one but I'm just double checking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right. Well, I can help you with the eligibility, Ms. [PII]. Let me pull the policy in real quick.
[AGENT][NEUTRAL] All right, I do see that this policy is no longer active and the policy did terminate on [PII].
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Now what's and it OK let me make sure.
[CUSTOMER][NEUTRAL] I think you back [PII].
[CUSTOMER][NEGATIVE] Just doing too many.
[CUSTOMER][NEUTRAL] OK, and then he had a dependent by the name of [PII], same last name, 925-12 was on here as well.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then you guys, what's the claim address? what do you show on the claim? What's you guys' claim address?
[AGENT][NEUTRAL] Uh, it is PO Box.
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] And that is in [PII] City, [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, so this is, this not benefit in the card is this 90 degrees is what it is.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] Oh, OK, American Public Life. OK, let me see.
[CUSTOMER][NEUTRAL] Why did
[CUSTOMER][NEGATIVE] This down
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go. It is the 24895. OK I found it, and that's what the ID number 02195782 turned on 122522 correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I will get this updated in my system. Let me just double check on one thing before I get the phone with you because I wanna make sure I didn't do something wrong here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] And that's it. No other problem. OK, alright, hey, thank you for your help today. You have a great day. Take care.
[AGENT][POSITIVE] You're very welcome. Thank you for calling APL, Miss [PII]. I hope you have a wonderful day too bye bye ma'am.
[CUSTOMER][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] Mhm.