AccountId: 011433970860
ContactId: 41a6a268-06e6-405d-b159-b6e3e5acdd7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92809 ms
Total Talk Time (AGENT): 29463 ms
Total Talk Time (CUSTOMER): 38479 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/41a6a268-06e6-405d-b159-b6e3e5acdd7f_20250625T15:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] calling from University of Iowa Healthcare just trying to verify eligibility for a patient.
[AGENT][POSITIVE] I'll be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01848868.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Um, looks like [PII].
[AGENT][NEUTRAL] OK, now I'm showing this policy lapsed on [PII].
[CUSTOMER][NEUTRAL] [PII] you said?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so no longer um enforced.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, give me one moment real quick here. Need to put my special note in.
[CUSTOMER][NEUTRAL] And then is there a reference number for this verification?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it I appreciate your help today.
[AGENT][POSITIVE] Thank you for calling APU. You have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Mhm.