AccountId: 011433970860
ContactId: b2d41edf-7959-4d60-b715-8260af57c4f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210029 ms
Total Talk Time (AGENT): 60276 ms
Total Talk Time (CUSTOMER): 71106 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b2d41edf-7959-4d60-b715-8260af57c4f8_20250605T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. This is [PII], and I'm calling from United Health Group's coordination of benefits department. And I'm calling to verify member eligibility. So for quality assurance, this call may be monitored or recorded.
[AGENT][NEUTRAL] OK, [PII], I can help you with COV information. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] 02150696.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And then date of birth is [PII].
[AGENT][NEUTRAL] OK, so the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] May I just ask if does this have a full medical coverage or is it just a supplemental plan?
[AGENT][NEUTRAL] Um, it's not a guarantee of payment, basic outline of the policy. This is a secondary policy, so after primary processes the claim, this helps pick up any deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] Do you need the benefits?
[CUSTOMER][NEUTRAL] So this is um a full medical coverage, not a limited plan.
[AGENT][NEUTRAL] It's a secondary policy and it has a maximum $1 amount payable per calendar year.
[AGENT][NEUTRAL] Are you, do you need the benefits for it?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, no, does, does this have a pharmacy coverage as well?
[AGENT][NEUTRAL] Uh, no, there's no pharmacy coverage.
[CUSTOMER][NEUTRAL] All right, thank you. I think that's all I need, [PII]. May I just have the initial of your last name and a call reference number, please?
[AGENT][NEUTRAL] Uh, call reference is my name, [PII]. First initial to last name is [PII], and today's date.
[CUSTOMER][NEUTRAL] Alright, just wanted to ask again how much is the maximum coverage amount for this policy?
[AGENT][NEUTRAL] Um, for outpatient, it's $2000 per calendar year, subject to a $100 calendar year deductible.
[AGENT][NEUTRAL] Inpatient.
[CUSTOMER][POSITIVE] All right, thank
[AGENT][NEUTRAL] Is 4000 per calendar year.
[AGENT][NEGATIVE] No deductible.
[CUSTOMER][POSITIVE] All right, thank you so much for that and thank you so much for assisting me, [PII]. Have a great day and enjoy the rest of your shift.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.