AccountId: 011433970860
ContactId: b53d42e0-3a86-49be-92c3-01bbc6487403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418070 ms
Total Talk Time (AGENT): 121129 ms
Total Talk Time (CUSTOMER): 98346 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b53d42e0-3a86-49be-92c3-01bbc6487403_20250530T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm [PII]. I'm calling from United Health Group coordination of benefits department. I need to verify eligibility for a mutual member. This call is recorded or monitored for quality assurance purposes.
[AGENT][NEUTRAL] Yeah, I can check
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number here is uh
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's 946-2400.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] That does not appear to be what our policy numbers [PII]. You said 9,462,400?
[CUSTOMER][NEUTRAL] Correct, or sorry, it should be 26696.
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] I'm sorry, 26696.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, that's gonna be um a bit too short um that might be a group number uh what was the name of the member?
[CUSTOMER][NEUTRAL] It's uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Could you spell that last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment let me look to see if this is uh.
[AGENT][NEUTRAL] A group number.
[AGENT][NEUTRAL] OK, yes, so the number you gave me was his group number whenever you're ready I can give you that correct policy number.
[CUSTOMER][POSITIVE] Yes, can I have it please?
[AGENT][NEUTRAL] Of course that is 02.
[AGENT][NEUTRAL] 60
[AGENT][NEUTRAL] 58.
[AGENT][NEUTRAL] 97.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Is this a supplemental?
[AGENT][NEUTRAL] Yes, secondary medical.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that the effective date with no break in coverage?
[AGENT][NEUTRAL] Uh, let me check that.
[AGENT][NEUTRAL] Yes, this is the only policy he's had with us that effective date was [PII], uh, and it is currently active.
[CUSTOMER][NEUTRAL] What's the group name or group number? Is it Integra Solutions LLC?
[AGENT][NEUTRAL] No, um, so the group number is the number you gave me at the beginning that's that 26696.
[CUSTOMER][NEUTRAL] Uh, sorry, policy holder, please.
[AGENT][NEUTRAL] The group name. That's OK.
[AGENT][NEUTRAL] Uh, he is the policy holder.
[AGENT][POSITIVE] And I've got that group name whenever you're ready.
[CUSTOMER][NEUTRAL] Oh, bye bye.
[CUSTOMER][NEUTRAL] Hold on. So it's not the group name, um, in Tech Resolutions LLC.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, what's the group name?
[AGENT][NEUTRAL] Yes, it is, um, I as in India, M as in Mike, V as in Victor.
[AGENT][NEUTRAL] Management LLC.
[CUSTOMER][NEUTRAL] So the group number is the one that I mentioned before. group name is IMV Management LLC correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And do you know the
[CUSTOMER][NEUTRAL] Higher dates or the.
[CUSTOMER][NEUTRAL] Employment dates for this number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't have that information, no. uh I just have when their policy was active, became active.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Alright, [PII], do you have a reference number for this call?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date, um so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's all I need. Thank you for your time. Have a great day. Goodbye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.