AccountId: 011433970860
ContactId: eebff060-d298-412d-b003-358cf6ee4c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116019 ms
Total Talk Time (AGENT): 50132 ms
Total Talk Time (CUSTOMER): 55796 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/eebff060-d298-412d-b003-358cf6ee4c45_20250318T13:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling with the Michigan Department of Health and Human Services, just trying to verify eligibility on a member.
[AGENT][NEUTRAL] Sure, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, direct number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, that looks like it is 02492483.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII] birthday [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 And I am showing the policy is no longer active. Um, it was effective from [PII], and there were no other active policies with APL since then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so [PII]. What was this like a commercial medical policy or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, this isn't commercial. This was a.
[CUSTOMER][NEUTRAL] What type was that like one of those.
[CUSTOMER][NEUTRAL] Indemnity could it have been one of those plain pipes or?
[AGENT][NEUTRAL] Right, this, this is a hospital indemnity policy.
[AGENT][NEUTRAL] We're not a major medical insurance. I'm sorry?
[CUSTOMER][NEUTRAL] Hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's what I needed to verify. thank you so much for your help with that information and I appreciate your time this morning.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope that was it thanks again.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you.