AccountId: 011433970860
ContactId: 67f0111f-8bc6-425d-a9b3-3f4113ac5475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122940 ms
Total Talk Time (AGENT): 47204 ms
Total Talk Time (CUSTOMER): 69688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/67f0111f-8bc6-425d-a9b3-3f4113ac5475_20250415T21:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, good afternoon, my name is [PII] and I'm calling from, um.
[CUSTOMER][NEUTRAL] Uh, Nicola Children Hospital to verify if a patient has a gap insurance with American Public Life, please.
[AGENT][POSITIVE] Yes, I can certainly help with eligibility and benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] OK, let me go ahead. Let me have just one second. OK, I have here, uh, number, uh, number 02608049 M as in mother, L as in Lola number 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK, um, date of birth is uh [PII]. 1st name is [PII], last name [PII].
[AGENT][POSITIVE] OK. Thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's at [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] This is a secondary or gap insurance which is meant to pick up the deductible, co-payment or co-insurance from your major medical. Are there any benefits that I can help with or did you just need eligibility?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, this is it. Could you, no, no, this is it. Thank you, very nice. Uh, could you please spell for me your name slowly because I have to put it in here with my note.
[AGENT][NEUTRAL] Yes, of course, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[AGENT][NEUTRAL] In the first letter
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][POSITIVE] Right, OK, uh, [PII], sorry. OK, [PII], thank you so very much. OK, thank you.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] OK, well, thank you for contacting ATL. Hope you have a very good day.