AccountId: 011433970860
ContactId: 6f633ed9-e166-405a-b522-9414f57f2796
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119610 ms
Total Talk Time (AGENT): 47922 ms
Total Talk Time (CUSTOMER): 50565 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/6f633ed9-e166-405a-b522-9414f57f2796_20250321T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I wanna, uh, verify the gap insurance for this patient. I'm calling from Homestead House.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you work for the provider group or broker?
[CUSTOMER][NEUTRAL] I work for the hospital provider.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Uh, the phone number of this one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] no.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number policy number is 025.
[CUSTOMER][NEUTRAL] 19107.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is uh [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much Frankly, for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] I just wanna make sure that it's it's active as eligibility.
[AGENT][NEUTRAL] OK, you're calling in for, OK, you're calling in for eligibility today for this policy. It is currently active. Effective date is 81-24. Is there anything else that I can assist you with today, Frankly?
[CUSTOMER][NEUTRAL] For the gap showing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A 1, you say 8 124? The the affected day, the affected day.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is the effective date, [PII].
[CUSTOMER][NEUTRAL] 24 and your name is again?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is spelled [PII] last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.