AccountId: 011433970860
ContactId: 36430970-00d2-4cb1-8e0d-b5af2beeb789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90360 ms
Total Talk Time (AGENT): 42877 ms
Total Talk Time (CUSTOMER): 37608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/36430970-00d2-4cb1-8e0d-b5af2beeb789_20250303T17:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the University of Iowa Healthcare just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I have 01848877.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, of course, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] This is for um [PII] um date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, you say you're calling for eligibility, correct?
[CUSTOMER][NEUTRAL] Yep, yep
[AGENT][NEUTRAL] Uh, see, shown effective date of [PII], and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect, that is all that I needed. Do you have a call reference number by chance?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name is [PII].
[CUSTOMER][POSITIVE] Perfect and your name again sorry.
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][POSITIVE] Oh perfect thank you so much for looking that up for me. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling ATL. Have a great day, Miss [PII].
[CUSTOMER][POSITIVE] You you too bye.
[AGENT][NEUTRAL] Bye.