AccountId: 011433970860
ContactId: 711bf8f4-4158-4609-86ef-4b73666a9fbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130860 ms
Total Talk Time (AGENT): 45469 ms
Total Talk Time (CUSTOMER): 59883 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/711bf8f4-4158-4609-86ef-4b73666a9fbf_20250611T13:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. Uh, my name is [PII], and I'm calling from the provider's office to, uh, check on the members eligibility and benefits, please.
[AGENT][NEUTRAL] All right. Happy to check on benefits and eligibility today, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Let me just check
[CUSTOMER][NEUTRAL] OK. So, uh, that would be 106.
[CUSTOMER][NEUTRAL] 691 7.
[AGENT][NEUTRAL] OK, let me pull that up here one moment.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. The uh patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is 71 of 16. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] I see. OK. Uh, may we ask, ma'am, um, is this patient's primary insurance still United Healthcare? Is that right?
[AGENT][NEUTRAL] We do, yeah, we don't have that information. You would have to check with the insured.
[CUSTOMER][NEUTRAL] Oh, I see. OK, no problem. Actually, let's see, that's the only information that I needed, no problem. So, uh, basically the member is still active as of today, right?
[AGENT][POSITIVE] That is correct here.
[CUSTOMER][POSITIVE] OK, got it, ma'am. OK, thank you so much. Uh, may I ask your first name, last name initial, please?
[AGENT][NEUTRAL] My first name is [PII], that's [PII] Last name initial is [PII].
[CUSTOMER][POSITIVE] OK, got it, Ms. [PII]. Thank you so much. And may I also ask for the reference number of this call, please?
[AGENT][NEUTRAL] Uh, call references my name with today's date.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] 06 is what you guys. OK, got it, ma'am. Thank you so much for your assistance, Miss [PII] and have a good one. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You too bye bye.