AccountId: 011433970860
ContactId: dbf82fbc-1c59-4c5b-932e-d281ba22a166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317600 ms
Total Talk Time (AGENT): 112747 ms
Total Talk Time (CUSTOMER): 145270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/dbf82fbc-1c59-4c5b-932e-d281ba22a166_20250115T13:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning thank you for calling
[CUSTOMER][NEUTRAL] Hello, [PII]. Good morning.
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII], and I'm calling from United Health Group's coordination of benefits department calling on behalf of United Healthcare, and this call may be monitored or recorded. I just wanna verify medical eligibility for um phone number.
[AGENT][POSITIVE] Well, right, it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Sure. I got U for uniform 08627543.
[AGENT][NEUTRAL] That is not the APL policy certificate number. Do you have another number or we can look up the patient by social?
[CUSTOMER][NEUTRAL] I, I can give you their social. That's the ID number that they have actually. I can give you the subscribers social whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the patient's last name?
[CUSTOMER][NEUTRAL] I have um [PII], first name [PII].
[AGENT][NEUTRAL] Last name [PII] and first name was what?
[CUSTOMER][NEUTRAL] First name
[CUSTOMER][NEUTRAL] Um, sorry, last name [PII], first name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now, she is a dependent on this policy, and I can give you the correct policy number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The policy number is 016.
[AGENT][NEUTRAL] 11792.
[CUSTOMER][NEUTRAL] That's 01611792, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] And [PII], this is
[CUSTOMER][NEUTRAL] OK, and the one that I just give um give you is a certificate number you mentioned?
[AGENT][NEUTRAL] The one that I gave you is the policy certificate number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] I don't, I don't, was not able to look it up by that number you gave me. It's not one of our numbers.
[CUSTOMER][NEUTRAL] Oh, I see. Alright, no worries. Um, do you, do you have the effective date of this policy and if there's termination date?
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Yes, the effective date is [PII], and this policy is active.
[CUSTOMER][NEUTRAL] And that's still occurring, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And you mentioned it is is a dependent on file. They have the subscriber under [PII] perhaps Daniloannea 1861.
[AGENT][NEUTRAL] I do. I do.
[AGENT][POSITIVE] Yes, sir that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII] is the subscriber on this, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, thank you. And you mentioned it was started in [PII]. Is there any prior or previous coverage on that?
[AGENT][NEUTRAL] I can check, bear with me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No prior coverage.
[CUSTOMER][NEUTRAL] Alright, so give me.
[CUSTOMER][NEUTRAL] Do you have the employer or the group name for this policy?
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] [PII], the group name is City of Homestead.
[CUSTOMER][NEUTRAL] Oh, OK, I see. So it has the same employer with our policy. OK, alright, I guess that's all that I need to know. Thank you. May I have the initial of your last name?
[AGENT][NEUTRAL] The initial of my last name is [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that eligibility. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, do you have a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] All right, thank you. Well, that's all for me. Thank you. Have a good one. Bye for now.
[AGENT][POSITIVE] I hope you have a great day as well, [PII], and thank you for calling APL. Take care.