AccountId: 011433970860
ContactId: a9c918cb-ccd8-4660-b323-d2702f1617a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225119 ms
Total Talk Time (AGENT): 73544 ms
Total Talk Time (CUSTOMER): 94562 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a9c918cb-ccd8-4660-b323-d2702f1617a6_20250128T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII]. I'm calling with Marriott Memorial Hospital. I'm uh calling to check member eligibility.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] I have D476-87125.
[AGENT][NEUTRAL] OK. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Um, let me see here.
[AGENT][NEUTRAL] Our number's gonna begin with a 0, a policy cert number.
[CUSTOMER][NEUTRAL] Mm OK, well this is going to let's see here, benefits in a card maybe?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I don't have the front of the card. I just have the back of the card.
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have a payer ID 64556.
[AGENT][NEUTRAL] Spell the patience
[AGENT][NEUTRAL] Yeah, that's where the claims are.
[CUSTOMER][NEUTRAL] And it says to mail to benefits and a car, OK, um.
[AGENT][NEUTRAL] Yeah, what's the, uh, spell the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's a good phone number, uh, [PII]?
[CUSTOMER][NEUTRAL] And date of birth
[CUSTOMER][NEUTRAL] Uh, for me it's [PII].
[AGENT][NEUTRAL] OK, give me a moment to pull up the file and then we'll proceed, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what phone number did you dial?
[CUSTOMER][NEUTRAL] Uh, let's see, the number that was on this card or the back of the card or copy of it actually, it says call 90 degree benefits at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when you dial that number.
[CUSTOMER][NEUTRAL] Maybe I chose the wrong, uh huh.
[AGENT][POSITIVE] I think so, and no worries I can get you transferred over there if you would like.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And that D number is their unique number as well. Give me one moment.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.
[CUSTOMER][NEUTRAL] 90 degree Benefits, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. Um, I have a provider on the phone that's wanting to verify eligibility for a [PII]
[CUSTOMER][NEUTRAL] [PII], date of birth?
[AGENT][NEUTRAL] I didn't verify her date of birth.
[CUSTOMER][NEUTRAL] OK, OK, I, I'm sure this is probably hers. [PII] only. You can send them over if you like.
[AGENT][NEUTRAL] And I do believe [PII], the provider's office does have that D number, uh huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. All right. And do you have a callback number?
[AGENT][NEUTRAL] I do. It's [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] All right, here she comes. Thank you.
[CUSTOMER][POSITIVE] OK, thanks. You're welcome