AccountId: 011433970860
ContactId: 989dce3b-7e33-4073-830d-eedcc99ec8f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79120 ms
Total Talk Time (AGENT): 35489 ms
Total Talk Time (CUSTOMER): 28069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/989dce3b-7e33-4073-830d-eedcc99ec8f1_20250421T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from the University of Iowa Healthcare, and I'm calling to verify eligibility on a patient.
[AGENT][POSITIVE] OK, I can assist with that, [PII], thank you. May I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 01848869.
[AGENT][NEUTRAL] OK. To repeat and confirm, I have that as 01848869. Verify the patient's name and date of birth. Thank you.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I have the member pulled up. Would you need benefits for the member as well in addition to eligibility?
[CUSTOMER][NEUTRAL] No, not today. I don't just eligibility.
[AGENT][NEUTRAL] OK, uh, the member shows effective as of [PII], and this policy currently shows active.
[CUSTOMER][POSITIVE] Perfect. Alright, that's great. Alright, and then is there a reference number to this call?
[AGENT][NEUTRAL] No, but you can use my name [PII] last initials [PII] and today's date.
[CUSTOMER][POSITIVE] All right perfect all right thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Take care, bye.
[CUSTOMER][NEUTRAL] Bye bye.