AccountId: 011433970860
ContactId: dc7b0de0-4f6b-4119-816f-6693d4bc0e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371540 ms
Total Talk Time (AGENT): 89332 ms
Total Talk Time (CUSTOMER): 142499 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/dc7b0de0-4f6b-4119-816f-6693d4bc0e23_20250508T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. Good afternoon. Uh, my name is [PII], and I am calling from United Health Group's coordination of benefits department, and the purpose of my call today is to verify the members eligibility for mutual members so that we can coordinate their benefits correctly. By the way, for quality assurance, this call may be monitored or recorded.
[AGENT][POSITIVE] Alright. Happy to help, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] OK, policy number that I have here is 1477480M for Mary L for Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's lady uh uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So the patient is active. Effective date on the member's plan is [PII].
[CUSTOMER][NEUTRAL] OK, and this policy have medical and pharmacy coverage as well?
[AGENT][NEUTRAL] Uh, this is just for medical coverage where there's secondary insurance. So this covers deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] With not. OK, just a moment, let me just take note on that.
[CUSTOMER][NEUTRAL] Um, [PII] is also the original effective date.
[AGENT][NEUTRAL] Um, let me check and see if
[AGENT][NEUTRAL] So, [PII] is the original effective date.
[CUSTOMER][NEUTRAL] [PII] to current that and by the way, this policy have full medical coverage.
[AGENT][NEUTRAL] Yes, it's a medical plan, correct.
[CUSTOMER][NEUTRAL] OK, and there is no pharmacy, am I right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And is this policy through an active employment or through Medicaid?
[AGENT][NEUTRAL] Uh, we're showing it through an employer.
[CUSTOMER][NEUTRAL] OK, through active employment, right?
[AGENT][NEUTRAL] I mean we we're not able to verify the employment I can give you the employer group number and name if you would like it.
[CUSTOMER][NEUTRAL] OK, can I have first the group name and group number?
[AGENT][NEUTRAL] Group name is South Florida Institute of Technology.
[CUSTOMER][NEUTRAL] OK. South Florida.
[CUSTOMER][NEUTRAL] Institute.
[CUSTOMER][NEUTRAL] Uh, technology.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] And group number is 21211.
[CUSTOMER][NEUTRAL] And the subscriber is [PII] with no dependent.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and just to confirm, is there really no, uh, there is no, uh, uh, way to check if this policy is through an active employment or retire cause I need that information so that I can verify the, um, so that I can, uh, determine the primacy of the insurance.
[AGENT][NEUTRAL] Yeah, I mean the plan is through an employer if you need to verify active employment, you would have to contact the insured.
[CUSTOMER][NEUTRAL] OK, so just a moment.
[CUSTOMER][NEUTRAL] OK, I'll just take note on this that there is no details with regards to the status or working status of the number. Am I correct?
[AGENT][NEUTRAL] There's no, I'm sorry, what was the question?
[CUSTOMER][NEUTRAL] Or is there any other?
[CUSTOMER][NEUTRAL] Or is there any other department that I can verify the status of employment of the member?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Mm, no, unfortunately, we don't verify employment. We just verify that the coverage is active, which it does show active.
[CUSTOMER][NEUTRAL] OK, got it. And can I have a reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] and the last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you. Have a great day and goodbye.
[AGENT][NEUTRAL] You too. Bye bye.