AccountId: 011433970860
ContactId: a3f1ea8a-91a9-4048-909d-f8594df44d25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126779 ms
Total Talk Time (AGENT): 40663 ms
Total Talk Time (CUSTOMER): 56919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a3f1ea8a-91a9-4048-909d-f8594df44d25_20250312T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I'm calling you from Cigna Dental in a recorded line. I would like to check eligibility information for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEGATIVE] [PII]?
[AGENT][NEUTRAL] Spell your name for me, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, let me go ahead and check here. W 270,345,560.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth for [PII], it's [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I'm sorry, I don't have callback number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well, I sure she had a policy with us effective [PII]. Policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So she, right now, she um she doesn't have any, any active plan for dental.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much, have a beautiful day.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APM Mercedes.
[CUSTOMER][NEUTRAL] OK OK bye bye.
[AGENT][NEUTRAL] Mm bye.