AccountId: 011433970860
ContactId: ef5f93d5-5f4e-4c4a-9942-a663a933260a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349720 ms
Total Talk Time (AGENT): 95341 ms
Total Talk Time (CUSTOMER): 129238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ef5f93d5-5f4e-4c4a-9942-a663a933260a_20250320T18:35_UTC.wav
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[AGENT][POSITIVE] Good morning. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from United Health Group's coordination of benefits department or United Healthcare, and the purpose of my call is to verify the member eligibility, and this call is monitored and recorded for quality assurance.
[CUSTOMER][NEUTRAL] Um, I'm so sorry. I, I wasn't able to catch your name. What's your name again? Sorry.
[AGENT][NEUTRAL] Uh my name is [PII] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, and [PII], you wanted, um, benefits and eligibility or just eligibility?
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Eligibility, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's 018.
[CUSTOMER][NEUTRAL] 26
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] So, yeah, yeah, yeah, I can hear you. Yeah.
[AGENT][NEUTRAL] Hear me?
[CUSTOMER][NEUTRAL] It's 018.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 262.
[CUSTOMER][NEUTRAL] 26.
[AGENT][NEUTRAL] Do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Date of birth was [PII].
[AGENT][NEUTRAL] OK, it looks like, let's see.
[AGENT][NEUTRAL] Uh, it looks like this policy terminated on [PII].
[CUSTOMER][NEUTRAL] [PII]. Am I correct?
[AGENT][NEUTRAL] Uh, [PII] it terminated.
[CUSTOMER][NEUTRAL] Yeah, and can I also verify with you the original effective date before it was terminated?
[AGENT][NEUTRAL] The original effective date was [PII].
[AGENT][NEUTRAL] And I actually have a different policy number a more that's the one that you gave me is an old one.
[AGENT][NEUTRAL] The old, an older one.
[CUSTOMER][NEUTRAL] Can I have the new policy number for the effective date of [PII]?
[AGENT][NEUTRAL] It's 229-563-8.
[CUSTOMER][NEUTRAL] OK, yeah, and, uh, may I also ask, is this a full medical coverage?
[AGENT][NEUTRAL] Um, this is a secondary policy. Um, we coordinate benefits that with the primary policy, so we are secondary and potentially cover deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] So this is, yeah this is a full me this is not a full medical coverage.
[AGENT][NEUTRAL] This is not this is a secondary coverage. It's not the primary.
[AGENT][NEUTRAL] Your medical.
[CUSTOMER][NEUTRAL] OK, so yeah, because we only coordinate the full medical coverage such as, yeah, the main policy or if so this policy would be secondary or just a support policy, something like that.
[AGENT][NEUTRAL] Yes, yes, it's a supplemental policy.
[CUSTOMER][NEUTRAL] Yeah, and the policyholder is is [PII]. Am I correct?
[AGENT][NEUTRAL] Um, no, it is.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah. OK, but just to confirm again, this is not a full medical coverage.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That is correct, you're correct.
[CUSTOMER][NEUTRAL] Am I correct?
[CUSTOMER][POSITIVE] And by the way, yeah, thank you so much, [PII], and I just need your reference number to close this investigation. Thank you so much for helping me.
[AGENT][POSITIVE] Yeah absolutely so reference number is just my first.
[AGENT][NEUTRAL] Name S T E A N Y last initial D as in delta, and then today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII], and I hope you have a great day. Bye for now. Thank you so much.
[AGENT][POSITIVE] Thank you, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.