AccountId: 011433970860
ContactId: 95812e28-4c96-4e86-a01b-c536a6ec3720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99180 ms
Total Talk Time (AGENT): 40589 ms
Total Talk Time (CUSTOMER): 36920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/95812e28-4c96-4e86-a01b-c536a6ec3720_20250115T20:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you see. What's the policy number?
[CUSTOMER][NEUTRAL] 02487978
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thanks for that information. And we're just checking the eligibility information.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I'm showing an effective date of [PII], and this policy is active at this time. And any other questions?
[CUSTOMER][NEUTRAL] And I show the um subscribers the spouse [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And what is the group name and group number?
[AGENT][NEUTRAL] Group name and number.
[AGENT][NEUTRAL] Let's see on the card it listed as.
[AGENT][NEUTRAL] Group number is 161.
[AGENT][NEUTRAL] 63.
[AGENT][NEUTRAL] Phoenix American Warranty Company.
[CUSTOMER][POSITIVE] company. OK, great. OK, that's all I needed. Thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Uh bye bye.