AccountId: 011433970860
ContactId: 4bd4be5b-c66b-4231-9b60-b3e0f592993a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126370 ms
Total Talk Time (AGENT): 69123 ms
Total Talk Time (CUSTOMER): 34414 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/4bd4be5b-c66b-4231-9b60-b3e0f592993a_20250428T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from University of Iowa Healthcare, and I'm just looking to verify eligibility and benefits for a patient's policy.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 01849098
[AGENT][NEUTRAL] Thank you. One moment, [PII], while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And write you any information that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that she had been a dependent on this policy, but this supplemental policy is no longer active with us, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This policy was active from [PII].
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] And there is no other active coverage at this time beyond that point.
[CUSTOMER][POSITIVE] OK, no problem. Alright, thank you so much for verifying that for me. Do you have a reference number for our call, [PII]?
[AGENT][NEUTRAL] All right. Well, you're welcome. Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, well, you're welcome. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, not today, thank you.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well alright bye bye.
[AGENT][POSITIVE] Thank you, bye bye.