AccountId: 011433970860
ContactId: dad3a688-05b1-4a1c-970e-4bb320cc09a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66650 ms
Total Talk Time (AGENT): 32589 ms
Total Talk Time (CUSTOMER): 26163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/dad3a688-05b1-4a1c-970e-4bb320cc09a5_20250505T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling um from University of Iowa Healthcare. I'm just looking to verify eligibility for a patient's insurance.
[AGENT][NEUTRAL] All right. Happy to check eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 020064887
[AGENT][NEUTRAL] Thank you, and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active, effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for that um do you have a reference number for our call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], which is [PII] Last initial is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you again for your help sir I hope you have a great rest of your day.
[AGENT][POSITIVE] You're welcome you too bye.
[CUSTOMER][POSITIVE] Thank