AccountId: 011433970860
ContactId: 8f14741e-d746-460e-bb02-e0a4c80f6591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401660 ms
Total Talk Time (AGENT): 66413 ms
Total Talk Time (CUSTOMER): 116364 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/8f14741e-d746-460e-bb02-e0a4c80f6591_20250310T19:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. Uh, my name is [PII] Last name [PII]. I'm with United Health Group's coordination of benefits, checking on eligibility for a member and for quality purposes this call may be monitored or recorded.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII], and you said you're calling from United Healthcare Insurance?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I'll call back [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] What is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy 1,067,550.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Member is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And you said you need eligibility?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so we have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] OK, is this a commercial policy?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK, and, uh, [PII] is the subscriber or policy holder.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And is there a spouse dependent?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's uh date of birth [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Um, about the child, is their child dependent?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so the child is it [PII]. Date of birth [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] How about, uh,
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh it's one.
[CUSTOMER][NEUTRAL] About [PII].
[CUSTOMER][NEUTRAL] Well let's give you the third date of birth [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Last one is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh is there a pharmacy coverage or pharmacy vendor?
[AGENT][NEUTRAL] No, I'm with us.
[CUSTOMER][NEUTRAL] I know pharmacy and uh.
[CUSTOMER][NEUTRAL] Is this through an active employer, Cobra retiree, or exchange?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, the policy type is it through the employer, Cobra retiree, or exchange?
[AGENT][NEUTRAL] Employer.
[CUSTOMER][NEUTRAL] OK, do you have the group name for billing purposes?
[AGENT][NEUTRAL] You don't have that information?
[CUSTOMER][NEUTRAL] I know, ma'am.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, uh, the name is Fisher Island Community Associates.
[CUSTOMER][NEUTRAL] OK, and the group number?
[AGENT][NEUTRAL] 17111.
[CUSTOMER][NEUTRAL] OK, thank you, that's all. Uh, may I have your last name, [PII], and the reference number?
[AGENT][NEUTRAL] M [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK thank you have a great day bye for now.
[AGENT][POSITIVE] Mm you as well. Thank you for calling APL.