AccountId: 011433970860
ContactId: 8162120c-d0db-4818-bccc-9839dc8b6834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391799 ms
Total Talk Time (AGENT): 109871 ms
Total Talk Time (CUSTOMER): 138735 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/8162120c-d0db-4818-bccc-9839dc8b6834_20250516T20:10_UTC.wav
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[AGENT][NEUTRAL] Good Afternoon. Thank you for calling APLL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, hello. I'm so sorry. I'm on mute. Can you hear me OK now?
[AGENT][NEUTRAL] I can hear you now, yes.
[CUSTOMER][NEUTRAL] Um, hello [PII]. My name is [PII]. I'm calling from United Health Group coordination of benefits department, and I just want to ask if I'm in the right department. I need to know the eligibility eligibility dates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. How do you spell your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh [PII] and I'm sorry to let you know this call is recorded.
[AGENT][NEUTRAL] Yes, ma'am. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII] extension will be [PII].
[AGENT][POSITIVE] OK, give me the extension one more time. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's 131244.
[CUSTOMER][NEUTRAL] 4 I or sorry, 4 ML 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, member's name is [PII]. Date of birth.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Um, eligibility date.
[AGENT][NEUTRAL] OK. I can help you with that. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hold on just a moment. I'm checking, OK?
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, are you wanting the most recent policy or?
[CUSTOMER][NEUTRAL] Um, the one without breaking coverage.
[AGENT][NEUTRAL] OK, he's had 12345 different policies with us, so you're asking about a certain date or.
[AGENT][NEUTRAL] The one that's previously active.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] It's, uh, the one without termination date.
[AGENT][NEUTRAL] Without a termination date? OK, that policy number?
[AGENT][NEUTRAL] It's 02549484.
[AGENT][POSITIVE] And it's been effective.
[CUSTOMER][POSITIVE] Thank you and um.
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] It's been effective from [PII].
[AGENT][NEUTRAL] And it's still active.
[CUSTOMER][NEUTRAL] Thank you and um I'm sorry, can I ask about the policy number I gave you a while ago? May I know also the date?
[AGENT][NEUTRAL] 3117.
[CUSTOMER][NEUTRAL] For the policy number.
[AGENT][NEUTRAL] To 11, 1 of 19.
[CUSTOMER][NEUTRAL] Alright, thank you so much. And also during the time that this plan is active, is there a pharmacy coverage? I just need to know the vendor's name or the pharmacy name.
[AGENT][NEUTRAL] Is it what kind of coverage? I can't hardly hear you.
[CUSTOMER][NEUTRAL] A pharmacy.
[AGENT][NEUTRAL] No, ma'am. This policy doesn't cover.
[CUSTOMER][NEUTRAL] Is there a pharmacy?
[AGENT][NEUTRAL] Pharmacy.
[CUSTOMER][NEUTRAL] And may I know if it's through active employment?
[AGENT][NEUTRAL] If their employer is.
[AGENT][NEUTRAL] OK, what was the question again?
[CUSTOMER][NEUTRAL] I just need to know the group name and group number.
[CUSTOMER][NEUTRAL] If this plan is through active employment.
[CUSTOMER][NEUTRAL] I need the group name and the group number.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] It is through uh their employer. It's the group number is 16319.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's AJC Management Services.
[CUSTOMER][POSITIVE] Thank you so much. And uh lastly, may I know if [PII] is the policy holder with no dependents?
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] The spouse and a dependent on there.
[CUSTOMER][NEUTRAL] Uh, but, um, [PII] is the policy holder.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII]. Actually, that's all the information I need. May I just have the initial for your last name together with the reference number?
[AGENT][NEUTRAL] We do not have reference numbers. My initial to my last name is [PII], and
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Who did you say you were with?
[CUSTOMER][NEUTRAL] United Healthcare.
[AGENT][NEUTRAL] United Healthcare. OK.
[CUSTOMER][POSITIVE] Alright, thank you so much for assisting me today, [PII]. You do have a great weekend.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye