AccountId: 011433970860
ContactId: bfa807e5-150f-4c25-82f5-54e753491b1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92860 ms
Total Talk Time (AGENT): 49074 ms
Total Talk Time (CUSTOMER): 27278 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bfa807e5-150f-4c25-82f5-54e753491b1b_20250402T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may 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] [PII], it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] 01848877
[AGENT][NEUTRAL] Thank you, [PII] and what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and I can help you with the eligibility and benefits for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholder.
[CUSTOMER][POSITIVE] OK perfect all right and then if.
[AGENT][NEUTRAL] Anything else I can help you?
[CUSTOMER][NEUTRAL] Um, no, I think that's it. Is there a reference number to this call?
[AGENT][NEUTRAL] I mean the reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect all right thank you so much for your help.
[AGENT][POSITIVE] My pleasure to help you with the eligibility today, [PII]. Thank you for calling APL. Enjoy the rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.