AccountId: 011433970860
ContactId: 0a7da528-f03c-4813-b09e-5b9162b96141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262459 ms
Total Talk Time (AGENT): 103740 ms
Total Talk Time (CUSTOMER): 85334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/0a7da528-f03c-4813-b09e-5b9162b96141_20250318T18:54_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so this is [PII]. I am calling from Blue Cross Blue Shield of Michigan. Want to see if I can verify eligibility for a shared member.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, um Mr. [PII].
[AGENT][NEUTRAL] And may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Do you have an extension or is it a direct line? I just asked for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, uh, you could just ask for me.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, policy number I think is D for dog 43411551.
[AGENT][NEUTRAL] OK, there is a different policy. Uh, that number is just for IMA it's not for us. Do you see a different one starting with the 0 followed by 7 digits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no, ma'am, I don't see that one, but I do have um other information if I need to verify anything else.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Do you have the social or you only have the name?
[CUSTOMER][NEUTRAL] I have the social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is through active employment, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the city and the state that you all are at or where we can send claims?
[AGENT][NEUTRAL] OK, the claims go to [PII] City, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, bear with me just a second, Mr. [PII]. Um, let me check something else on this one.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, um, well this one in particular goes to IMA instead of coming to us, so it's gonna be [PII]. I do apologize for that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK and then are you able to um.
[CUSTOMER][NEUTRAL] Get me the enrollee ID and group number.
[AGENT][NEUTRAL] The policy number is is that it? Is that what you're calling really? OK. All right. The policy number is 0253.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 659 1.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] OK, and that is.
[AGENT][NEUTRAL] 70054.
[CUSTOMER][NEUTRAL] Alright, thank you. Alright, uh, again, you said the effective date was [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, and [PII] is the sole um member or subscriber on this policy?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, I think that is all I needed thank you so.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today? Any other members or any other questions?
[CUSTOMER][NEUTRAL] No, ma'am, that is all I needed.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] OK.