AccountId: 011433970860
ContactId: 8b7a8bee-23fc-4413-88cb-b7626b5d1e2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354399 ms
Total Talk Time (AGENT): 101700 ms
Total Talk Time (CUSTOMER): 89593 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/8b7a8bee-23fc-4413-88cb-b7626b5d1e2d_20250404T21:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm with Utah Medicaid. I need help with eligibility, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII], and you say you're calling for Medicaid?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it looks like I have name, birthday social.
[AGENT][NEUTRAL] All right, um, bear with me.
[AGENT][NEUTRAL] You can go ahead with the social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have any active policies for Ms. [PII]. The last one was terminated [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was the effective date of that please?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and what's the member ID number please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, this was 219-8915.
[CUSTOMER][NEUTRAL] Is there a group number?
[AGENT][NEUTRAL] 70051.
[CUSTOMER][NEUTRAL] I'm so sorry, could you repeat that one more time?
[AGENT][NEUTRAL] 70051
[CUSTOMER][NEUTRAL] 541
[AGENT][NEUTRAL] 70051
[CUSTOMER][NEUTRAL] 51. OK, sorry, it was cutting out there at the end. Um, and for coverage, is this medical, dental vision pharmacy or what was this exactly?
[AGENT][NEUTRAL] Limited indemnity plan.
[CUSTOMER][NEUTRAL] So is that what what is what does that mean exactly?
[AGENT][NEUTRAL] A limited hospital indemnity plan, which is a limited plan. It's not a major medical.
[CUSTOMER][NEUTRAL] So it's just medical then basically? OK.
[CUSTOMER][NEUTRAL] And were there any dependents on the policy?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm, yes, one.
[CUSTOMER][NEUTRAL] OK. Is it [PII] 39-11 for her birthday?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did she have the same coverage dates?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] OK, and what's the claims address?
[AGENT][NEUTRAL] Um, they just need to make claims.
[AGENT][NEUTRAL] Let me see if this one was ours for IMS. One moment.
[AGENT][NEUTRAL] OK, so this one was under IMA which is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, could you give me that zip one more time, please?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And that was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] right?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, great, that's everything I needed. Do you have a call reference number for me please?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Remind me your first name again I'm sorry.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Great. Alright, so well thank you so much for your help. I appreciate you have a great day.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye.