AccountId: 011433970860
ContactId: 834549b5-9643-4832-848d-d5ba3c639fa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114349 ms
Total Talk Time (AGENT): 46420 ms
Total Talk Time (CUSTOMER): 53022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/834549b5-9643-4832-848d-d5ba3c639fa0_20250212T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the University of Iowa Healthcare, and I was just calling to verify whether or not uh one of our patients' plans was still active.
[AGENT][NEUTRAL] OK, you can check the eligibility of a patient for you Miss [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah, patients uh name, first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And then what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][NEUTRAL] OK, and her policy number, please?
[CUSTOMER][NEUTRAL] Yeah I have 02543922.
[AGENT][NEUTRAL] OK, let me look up her policy real quick for us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. It lapsed on 121 of 2024. I'm checking though to see if she does have an active policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] No, ma'am. She does not have any active policies with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're so very welcome Miss [PII]. I hope you have a great day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah thank you you too bye.
[AGENT][NEUTRAL] All right. Bye-bye.