AccountId: 011433970860
ContactId: cf742835-7332-4b11-b708-115a722576c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129470 ms
Total Talk Time (AGENT): 52628 ms
Total Talk Time (CUSTOMER): 50639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/cf742835-7332-4b11-b708-115a722576c7_20250610T17:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from United Healthcare Coordination of Benefits. I'm calling to verify a member's eligibility.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] OK, and to ensure quality customer service call may be monitored or recorded. It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have listed. I'm sorry, let me get back to.
[CUSTOMER][NEUTRAL] I have 01665263 M like Mary L like Lima 7.
[AGENT][POSITIVE] OK, thank you so much. One moment please, [PII], let me just repeat that to you. You're welcome. I have that as 01665263ML7.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth I have for her is [PII].
[AGENT][POSITIVE] Thank you very much for the information. You're calling to verify eligibility. I can assist you with that. Give me one moment please.
[AGENT][NEUTRAL] Thank you. She showed effective as of [PII]. This policy shows that it termed as of [PII].
[CUSTOMER][NEUTRAL] So what type of policy is this is a full commercial plan or is this is um.
[CUSTOMER][NEUTRAL] Subsidized plan.
[AGENT][NEUTRAL] What she has a secondary policy. Some people call it gap, supplemental policy.
[CUSTOMER][NEUTRAL] OK, it's again. OK, thank you for that. And [PII], can I get the first letter to your last name?
[AGENT][NEUTRAL] Of course, it is [PII].
[CUSTOMER][POSITIVE] Thank you and the call reference?
[AGENT][NEUTRAL] It will be my name and today's date, please?
[CUSTOMER][POSITIVE] OK, thank you so much. I'll go ahead and update you have a nice day.
[AGENT][POSITIVE] And thank you for calling HL Miss [PII] as well bye.
[CUSTOMER][POSITIVE] Thank you bye.