AccountId: 011433970860
ContactId: 4196f003-ee40-43c5-ba37-bdd50d49bc99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86940 ms
Total Talk Time (AGENT): 44792 ms
Total Talk Time (CUSTOMER): 27102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/4196f003-ee40-43c5-ba37-bdd50d49bc99_20250214T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from University of Iowa Healthcare just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yep 01849095.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. And you say you need eligibility. We have an effective date of [PII]. It is active and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Alright perfect that's all I was trying to verify today. Is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Yeah, what is the spelling of your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] OK, I appreciate your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATO. Have a good day.
[CUSTOMER][POSITIVE] You too thanks mhm bye.
[AGENT][POSITIVE] You're welcome.