AccountId: 011433970860
ContactId: b19b60fa-ff4e-4c03-b2e7-bae132a30712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107209 ms
Total Talk Time (AGENT): 38218 ms
Total Talk Time (CUSTOMER): 42664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b19b60fa-ff4e-4c03-b2e7-bae132a30712_20250423T19:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the University of Iowa. I'm just calling to check if a plan's active.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yep, [PII] and that's the direct line.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01848859.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if the policy was still active?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] What kind of policy is this?
[AGENT][NEUTRAL] This is a secondary policy that coordinates with their primary insurance.
[CUSTOMER][NEUTRAL] OK, um, OK, and it's still active and OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Think that is all so it's under [PII]. Do you have [PII]'s birthday? Will we need that to submit claims?
[AGENT][NEGATIVE] No, you will not.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] Do you have
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.