AccountId: 011433970860
ContactId: 4847605d-3925-4888-81d4-70c037b892f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85639 ms
Total Talk Time (AGENT): 35702 ms
Total Talk Time (CUSTOMER): 34220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/4847605d-3925-4888-81d4-70c037b892f6_20250505T14:56_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] Hi, uh, my name is [PII]. I'm calling from University of Iowa Healthcare. I'm just looking to verify eligibility for a patient's insurance policy.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yep, call back is [PII] and then I'm ID number is 01848877.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility for this member?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And it does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I don't believe so. Do you have a reference number for our call?
[AGENT][NEUTRAL] The reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you again for your help. I hope you have a nice rest of your day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well, [PII].
[CUSTOMER][POSITIVE] Thank you alright bye bye.
[AGENT][NEUTRAL] Bye.