AccountId: 011433970860
ContactId: ec94c909-b305-4532-b5f5-c8b9d5c9ca8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66540 ms
Total Talk Time (AGENT): 26880 ms
Total Talk Time (CUSTOMER): 32022 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ec94c909-b305-4532-b5f5-c8b9d5c9ca8c_20250625T13:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is North Shore Dermatology. I was calling to verify a client, um, insurance is active.
[AGENT][NEUTRAL] I'll be happy to verify your eligibility. May I have your first name and the policy number?
[CUSTOMER][NEUTRAL] Uh, my first name is [PII].
[CUSTOMER][NEUTRAL] Um, policy number is 02515491.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Pos date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective. [PII] and it is active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.