AccountId: 011433970860
ContactId: 7c57604a-be95-4ac3-bcb4-bb21c7be05ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196979 ms
Total Talk Time (AGENT): 65640 ms
Total Talk Time (CUSTOMER): 93737 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/7c57604a-be95-4ac3-bcb4-bb21c7be05ab_20250221T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Golden Rule United Healthcare Insurance and I'm calling in regards to a mutual member to verify some eligibility information.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it's for one.
[CUSTOMER][NEUTRAL] [PII] date of birth, [PII] and I've got a number here of 02129207 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me look up that policy number for us real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so looking at this policy number for one, the policy lapsed on [PII], but let me check and see if he does have an active policy. He does not, he does not. So it lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it turned on [PII]. OK. And what what what was his effective date for that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] On that policy, was there also a [PII]?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And her effective date was also [PII].
[CUSTOMER][NEUTRAL] Same term date as well?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. And then was there a [PII], date of birth [PII] on the policy as well?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the same effective date.
[CUSTOMER][NEUTRAL] Same coverage dates.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same effective term and then also I've got um.
[CUSTOMER][NEUTRAL] Uh set of twins here, [PII] and another [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, correct, and their effective date is also the same date.
[CUSTOMER][NEUTRAL] And same term date as well.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK awesome. They turned with you guys before our plan went into effect, so that's all that I need, but is there a reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] All righty. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII] you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks you too. Bye bye.
[AGENT][NEUTRAL] Bye bye.