AccountId: 011433970860
ContactId: fca9fa18-a356-4e63-8ea2-d7d7bdec4a0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328179 ms
Total Talk Time (AGENT): 88546 ms
Total Talk Time (CUSTOMER): 109297 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fca9fa18-a356-4e63-8ea2-d7d7bdec4a0b_20250430T15:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the Office recovery Services state of Utah Medicaid. I need to check eligibility on a policy to see if it's active.
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Can you help me?
[CUSTOMER][NEUTRAL] You bet [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I don't know if this is it. They just gave me 52549.
[CUSTOMER][NEUTRAL] 670-165 is all I have.
[AGENT][NEUTRAL] Is that their social?
[AGENT][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] I believe it is.
[AGENT][NEUTRAL] OK, I can look it up by the social. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that must not be it. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what I'm showing for that. Social security number.
[AGENT][NEUTRAL] And you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes, that's what it's telling me.
[AGENT][NEUTRAL] And what was the date of birth again?
[CUSTOMER][NEUTRAL] It's telling me it is [PII].
[AGENT][NEUTRAL] OK, that's what else. Thank you, [PII], and you were just wanting to know if the policy was active?
[CUSTOMER][POSITIVE] Yeah, with you guys, yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. It is active.
[CUSTOMER][NEUTRAL] What is active, OK.
[CUSTOMER][NEUTRAL] OK, on this policy, he has a policy holder on here. What do you show as the original effective date?
[AGENT][NEUTRAL] 2 1025.
[CUSTOMER][NEUTRAL] Now he has it depended on here as well.
[AGENT][NEUTRAL] What's the dependent's name?
[CUSTOMER][NEUTRAL] And [PII] M 110 of 23.
[AGENT][NEUTRAL] Yes, ma'am, he is on there.
[CUSTOMER][NEUTRAL] OK, same start date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, those are the only two on here, correct? OK, so let me make sure. Can I get the correct ID number that you have on here?
[AGENT][NEUTRAL] 02596502.
[CUSTOMER][NEUTRAL] OK, is there a group number on this as well?
[AGENT][NEUTRAL] 70056.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now what is your guys' claim address? Where's your claim address at?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It would go to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that's 90 degrees, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] IMA OK, I will get this updated in our system, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Let me make sure I've got 90 degree. Oh [PII]. OK, thank you for your help today. You have a great day. Take care. Appreciate it.
[AGENT][POSITIVE] Thank you [PII] for calling IPL. You as well.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[AGENT][POSITIVE] Thank you. Bye bye.