AccountId: 011433970860
ContactId: 91e34fcf-5764-4bf8-8358-aeb0335c3d4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112699 ms
Total Talk Time (AGENT): 40940 ms
Total Talk Time (CUSTOMER): 59087 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/91e34fcf-5764-4bf8-8358-aeb0335c3d4f_20250619T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Henry Ford Hospital. I'm looking to verify uh eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes, so the policy number that I have is 02123560.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Um, yeah. My direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], uh last name [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, great. And um is this like a mega plan or like a supplemental plan?
[AGENT][NEUTRAL] Yes, it is. It follows their primary. It will pick up the copays, the co-insurance, and our deductibles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so follows the primary, yeah, because she has Blue Cross's primary. OK, great. And um that was pretty much all I needed. Do you happen to have a reference number for the phone call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right. Awesome. Well, thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, sure thanks bye bye.