AccountId: 011433970860
ContactId: d5fe68f1-c655-4d8a-ab52-71e8f0647c97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242449 ms
Total Talk Time (AGENT): 66320 ms
Total Talk Time (CUSTOMER): 96820 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d5fe68f1-c655-4d8a-ab52-71e8f0647c97_20250102T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from Saint Vincent's Medical Center Emergency room registration. And I was calling to verify the eligibility of a patient that's currently in our emergency room, and I show that they have this insurance policy secondary to a UnitedHealthcare plan.
[AGENT][NEUTRAL] OK, I'm happy to verify eligibility today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 376-599-23.
[AGENT][NEUTRAL] Alright, let me try and pull this up here one second.
[AGENT][NEUTRAL] Do you by chance have the member's card there?
[CUSTOMER][NEUTRAL] I'm, I'm gonna double check 11 more spot. I, I was trying to, to search for the patient's card. I just have their United Health Healthcare card scanned in. I'm gonna double check one more place.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, because if we, that doesn't pull up anything, but I can also check my name or social.
[CUSTOMER][NEUTRAL] OK, let's see. OK, I'm checking one more place to see if they they have it scanned in here.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] OK, yeah, unfortunately, I don't show they have this card scanned in, but um I, I, would you like me to give you the last four digits of the social?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Um, I would need the full social or their name to do a search that way.
[CUSTOMER][NEUTRAL] OK. Uh, first, I'll give you the name. The first name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the last name is [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] All right, let's take a look in here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. So, I located an old plan back from [PII], but it's no longer active. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it looks like it was just might have had had just a record lingering from from an uh from an uh from an old visit and I can just notate it's terminated.
[AGENT][NEUTRAL] Yeah, it doesn't look like it's been active since uh [PII], I believe, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and, and what is your name again?
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII] and the last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK. And do you, do you show an an actual termination date of the plan?
[AGENT][NEUTRAL] Uh, the termination date was [PII].
[CUSTOMER][POSITIVE] OK. All right. Thank you very much for your time.
[AGENT][POSITIVE] You're welcome. You have a great day.
[CUSTOMER][POSITIVE] Thanks you too. Bye.
[AGENT][NEUTRAL] Uh bye bye.