AccountId: 011433970860
ContactId: 2fdc90ff-a298-401c-91ad-588a25b6f03c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93410 ms
Total Talk Time (AGENT): 41582 ms
Total Talk Time (CUSTOMER): 31730 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2fdc90ff-a298-401c-91ad-588a25b6f03c_20250304T14:05_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] Yes, hi, my name is [PII]. I'm calling from University of Iowa Healthcare. I need to verify eligibility.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] It is 01849095.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [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 that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] All right perfect and uh what is your name?
[AGENT][NEUTRAL] My name is [PII]. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Was there anything else I can assist you with?
[CUSTOMER][POSITIVE] That should be it thank you.
[AGENT][POSITIVE] You're welcome have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.