AccountId: 011433970860
ContactId: 882c781d-50dc-409a-9612-1bd816c02bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397980 ms
Total Talk Time (AGENT): 122822 ms
Total Talk Time (CUSTOMER): 135759 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/882c781d-50dc-409a-9612-1bd816c02bd4_20250605T15:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I am calling from United Health Group's coordination of benefits department. The purpose of my call is to verify members' eligibility for a mutual members so that we can coordinate benefits correctly. For quality assurance, this call may be monitored or recorded.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's spelled as [PII] Contact number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is that member's policy number that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Uh, yes, I have here 0206668 M for Mike L for Lima 8.
[AGENT][NEUTRAL] OK, give me that policy number again because that's not pulling up a policy.
[CUSTOMER][NEUTRAL] 0206666
[CUSTOMER][NEUTRAL] 8 ML 8.
[AGENT][NEUTRAL] No, that's not pulling up the policy. Could you verify the policy number to make sure that it is accurate?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] The number that you're providing me is not pulling up a policy. Could you verify to make sure that the correct policy number was given?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] No, but this is the only number that I have and let me just ask you, does this.
[AGENT][NEUTRAL] That's not a policy number.
[CUSTOMER][NEUTRAL] Um, this American public life, does it have?
[AGENT][NEGATIVE] It's not long enough.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I have. And can I just verify if American Public Life have a medical insurance or it only have a life insurance and accidental?
[AGENT][NEUTRAL] Well, I'm not sure what type of policy the member would have if I don't pull them up so I can't verify because we have bulk policies here at American Public Life. So can I have the social of the member if you have the social security number, the full 9 digits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have your social security number. It's [PII].
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] So this is a gap insurance it's never gonna be the primary and let me give you the correct policy number because the one that you gave of the 0206668 is not correct. Let me know when you're ready for the correct policy number.
[CUSTOMER][POSITIVE] Yes, ready.
[AGENT][NEUTRAL] It is 206-666-8. That's 464 consecutive 6.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a gap insurance that has been active since.
[CUSTOMER][NEUTRAL] OK just 20.
[CUSTOMER][NEUTRAL] 206-666 that's the policy number.
[AGENT][NEUTRAL] No, it's 206-666-8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And this is a gap insurance. It's never gonna be a primary insurance.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do insurance, does this policy have a medical policy coverage?
[AGENT][POSITIVE] Yes, that is correct. It assists with the deductible, co-pay and co-insurance to the primary.
[CUSTOMER][NEUTRAL] OK, so this policy with medical and pharmacy.
[AGENT][NEUTRAL] No pharmacy.
[CUSTOMER][NEUTRAL] And, uh, just a moment.
[CUSTOMER][NEUTRAL] And this is this a too active employment?
[AGENT][NEUTRAL] Through who?
[CUSTOMER][NEUTRAL] That this policy through an active employment.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can I have the group name?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Chris Mel Enterprises. K R I S M E L Enterprises.
[CUSTOMER][NEUTRAL] And see that.
[CUSTOMER][NEUTRAL] Covers meal enterprises.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said that you were calling to verify coordination of benefits. I'll verify that information.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK, can I have the
[CUSTOMER][NEUTRAL] Can I have the effective date?
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, got it. I got all the information that I need. Can I have a reference please?
[AGENT][NEUTRAL] We don't provide those. You can use my name in today's date as a reference. It's S as in Sally, H as in Howard, Y as in yellow, L as in Lima, A as in [PII] in today's date. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Goodbye