AccountId: 011433970860
ContactId: e4c5bdfe-19a2-412b-b04e-f6236557f40b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143080 ms
Total Talk Time (AGENT): 50690 ms
Total Talk Time (CUSTOMER): 57530 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e4c5bdfe-19a2-412b-b04e-f6236557f40b_20250416T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes. Hi, [PII]. My name is [PII]. I'm calling from Henry Ford Health Insurance verification, and I was calling to check on this policy for eligibility and effective date.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII] and policy 02123553.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] You're welcome. Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then I do see this looks like it's secondary to Blue Cross Blue Shield.
[AGENT][NEUTRAL] Um, let me double check the primary. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, this is 2nd to Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] OK, perfect. All right, and I'm sorry, your first name was again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and then [PII] do you give out reference call numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, that'll work. All right, thank you, [PII], you have a great day.
[AGENT][POSITIVE] You're very welcome. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that should do it. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] All right take care bye now.