AccountId: 011433970860
ContactId: 89fc0d54-ba7f-4f69-9838-fc818a32cfc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183119 ms
Total Talk Time (AGENT): 81177 ms
Total Talk Time (CUSTOMER): 71252 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/89fc0d54-ba7f-4f69-9838-fc818a32cfc2_20250414T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Kansas City Urology Care, and I was trying to call to get benefits and to see if the procedure is covered for a member.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility, and can you please give me your name one more time?
[CUSTOMER][NEUTRAL] Uh-huh. [PII], that's [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And then may I also have the callback number just in case our call is disconnected.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the policy number I have, I don't think I have that correct, is D as in David.
[CUSTOMER][NEUTRAL] 420.
[CUSTOMER][NEUTRAL] 31884.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The uh patient's first name is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] And that's [PII] The last name is [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying that. Yes, go ahead with his date of birth.
[CUSTOMER][NEUTRAL] It has data, OK.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, alright, so I am going to need to transfer you on over to 90 Degree Benefits so that they can help you with the benefits for this patient as far as the procedures that need to be done. I'm gonna give you that phone number just in case the call gets dropped, you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And once the call is connected if you.
[CUSTOMER][NEUTRAL] That's the number I dialed.
[AGENT][NEUTRAL] Yeah, once the call is connected if if it does drop then you would choose option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. I'm gonna get the call transferred for you. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[AGENT][POSITIVE] Bye bye, ma'am. You're welcome.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.