AccountId: 011433970860
ContactId: 7b17f2ea-de6b-4d18-bcbd-3fc1925fe7d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137960 ms
Total Talk Time (AGENT): 53717 ms
Total Talk Time (CUSTOMER): 55862 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7b17f2ea-de6b-4d18-bcbd-3fc1925fe7d4_20250414T18:14_UTC.wav
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[AGENT][NEUTRAL] Impacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling the Kansas City Urology Care. I'm trying to get benefits information for a member.
[AGENT][POSITIVE] Yes, [PII], I can certainly help with benefits.
[CUSTOMER][NEUTRAL] And I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can, I can certainly help with benefits. Do you happen to have the policy number there that we need to look at?
[CUSTOMER][NEUTRAL] Yeah, the policy number I have is D as in David.
[CUSTOMER][NEUTRAL] 420-318-84.
[AGENT][NEUTRAL] OK. Um, is there any other number that you have because that, that's not really one of our, um,
[AGENT][NEUTRAL] Uh, policy numbers. Uh, maybe we could look it up by the insured's name. How, how do you spell the last name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][POSITIVE] Thank you. And uh the first name, please?
[CUSTOMER][NEUTRAL] I'm sorry, that was the first night.
[AGENT][NEUTRAL] Oh, [PII]. OK, yes.
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] And the last name was [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The, OK, great. Let's see if we can't find it that way. And his date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Well I'm looking this up, if I could have a callback number please, the event that we're disconnected.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, [PII]. My extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] He is not coming up in my system. Uh, yeah, I'm sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, all right, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know.
[AGENT][POSITIVE] OK, well, thank you for contacting APL. You have a very good.