AccountId: 011433970860
ContactId: 7152f6a8-c7d1-40fd-acd4-fb87994e9046
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64940 ms
Total Talk Time (AGENT): 23039 ms
Total Talk Time (CUSTOMER): 24638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7152f6a8-c7d1-40fd-acd4-fb87994e9046_20250604T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from University of Iowa Healthcare just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] OK, thank you. And policy number for that patient.
[CUSTOMER][NEUTRAL] Yep, the policy number is 0184888777.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Alright perfect is there a call reference number for this verification?
[AGENT][NEUTRAL] Uh, just my name, [PII], first initial to last name, [PII], and today's date, and anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it I appreciate your help today.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thanks bye.