AccountId: 011433970860
ContactId: 819c5e68-0751-4289-98ad-c296f419dea9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270570 ms
Total Talk Time (AGENT): 64444 ms
Total Talk Time (CUSTOMER): 100742 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/819c5e68-0751-4289-98ad-c296f419dea9_20250224T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling with the Michigan Department of Health and Human Services. I'm just trying to verify uh eligibility dates for a member.
[AGENT][NEUTRAL] OK OK, do you have the policy number, [PII]?
[CUSTOMER][NEGATIVE] I don't. I, the policy number that was sent over to me just has 9420 and that seems like way too short. Like they must uh didn't give me a card copy, so I feel like they just didn't type it correctly.
[AGENT][NEUTRAL] OK, and you're calling on behalf of whom?
[CUSTOMER][NEUTRAL] Um, the number is [PII].
[AGENT][NEUTRAL] Spell the first and last name for me.
[CUSTOMER][NEUTRAL] Yes, first name [PII], [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] And you're calling on behalf of which company?
[CUSTOMER][NEUTRAL] It's the it's our inpatient facility it's the Carroll Center.
[AGENT][NEUTRAL] C A R O L?
[CUSTOMER][NEUTRAL] Under the department.
[CUSTOMER][NEUTRAL] C A R O, Carol.
[AGENT][NEUTRAL] Carol Center. And what type of facility is this?
[CUSTOMER][NEUTRAL] Mhm, yup.
[CUSTOMER][NEUTRAL] It's the state um psychiatric facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna try to search by the name.
[CUSTOMER][NEUTRAL] Do you need a tax ID or?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Um, yes, that would be the subscriber's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information, [PII].
[AGENT][NEUTRAL] So is a limited hospital indemnity plan. Um, I have the eligibility dates for you. I'm showing the effective date of [PII].
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] And I show that the policy is no longer active effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, and is there a policy number?
[AGENT][NEUTRAL] 210.
[CUSTOMER][NEUTRAL] Or is it that 9th? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5294.
[CUSTOMER][NEUTRAL] And is there a group number?
[AGENT][NEUTRAL] Yes, there is one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 70036.
[CUSTOMER][NEUTRAL] OK, great, that's what I needed to verify then. Thank you so much for your help with that. And was there, I see there's I I do have one more question. Looks like they have a dependent, [PII]. Was she covered during that time frame?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Do you have a date of birth?
[CUSTOMER][NEUTRAL] Or was it just for [PII]? Yeah, [PII]'s birthday [PII].
[AGENT][NEUTRAL] I'm showing a different date of birth so I can't confirm without a correct date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's all I have. So, all right, well thanks again for your help this morning. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can help out with today?
[CUSTOMER][POSITIVE] No, that was it. Thanks again.
[AGENT][POSITIVE] Oh, OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh, you too. Mm bye.
[AGENT][NEUTRAL] Bye-bye.