AccountId: 011433970860
ContactId: bec1c527-b895-4738-80b6-48afd40739cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283589 ms
Total Talk Time (AGENT): 62292 ms
Total Talk Time (CUSTOMER): 111148 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/bec1c527-b895-4738-80b6-48afd40739cf_20250620T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] and I'm calling from United Health care coordination of benefits department, and I'm calling to verify members eligibility for a mutual member so that we can coordinate benefits correctly for quality assurance, this call may be monitored and recorded.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII] spelled as [PII] Yes.
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, policy number is 471-72293.
[AGENT][NEUTRAL] Um, what's the last name?
[CUSTOMER][NEUTRAL] It's uh spelled as [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, I found the policy. Let me get that pulled up.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, do you have the uh member's date of birth?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[AGENT][NEUTRAL] OK, and then you needed benefits, is that correct?
[CUSTOMER][NEUTRAL] The eligibility.
[AGENT][NEUTRAL] Oh, eligibility. Uh, looks like the policy is active and effective. [PII].
[CUSTOMER][NEUTRAL] 71 of them then. Is this the original effective date?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, it looks like the original effective date was [PII].
[CUSTOMER][NEUTRAL] [PII] and there's no break in coverage.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Um, OK, thank you so much for that, [PII], and can you also provide me the name of the specialty primacy vendor?
[AGENT][NEUTRAL] Um, this doesn't have any pharmacy benefits. This is like a gap plan once primary pays will pick up the.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I see. So, uh, just to confirm, this is a supplementalga plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see. And may I confirm um the name of the group?
[AGENT][NEUTRAL] A group is.
[AGENT][NEUTRAL] Name of the group is A as in apple, J as in John, C as in Charlie, Management Services.
[CUSTOMER][NEUTRAL] You got it. OK, thank you so much. Alright, I think that all the information that I need, [PII]. But lastly, can you please provide me a call reference number for documentation purposes.
[AGENT][NEUTRAL] A call reference number will be my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you so much, [PII], for the assistance. Have a great day and enjoy the rest of your day. Bye for now and take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.