AccountId: 011433970860
ContactId: c9a0dd64-c492-4bfe-a232-a98478cfc7e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219699 ms
Total Talk Time (AGENT): 74248 ms
Total Talk Time (CUSTOMER): 89665 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c9a0dd64-c492-4bfe-a232-a98478cfc7e4_20250506T17:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Knox Community Hospital. I needed to check and see um patient eligibility status for a couple of claims.
[AGENT][NEUTRAL] OK, and spell your name for me please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and so what's the policy number?
[CUSTOMER][NEUTRAL] D as in Dad 476-066-24.
[AGENT][NEUTRAL] And you have a copy of the ID card?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Is there an outpatient policy cert number on the card as well?
[AGENT][NEUTRAL] Might start with a 0.
[CUSTOMER][NEUTRAL] Uh, looks like the only thing we have is the front of the card, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm seeing like.
[CUSTOMER][NEUTRAL] You know, at the top it says 90 degree benefits where to send the the claim employee name ID.
[CUSTOMER][NEUTRAL] Uh, subject to plan provisions, I don't, I don't see anything that says that.
[AGENT][NEUTRAL] OK. OK, can you?
[AGENT][NEUTRAL] Can you spell the can you spell the patient's first and last name?
[CUSTOMER][NEUTRAL] Sure. First name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, what number did you call?
[CUSTOMER][NEUTRAL] Um, the [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] For verification and customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so that is to 90 degrees benefits. Um, you may have selected option two. The option is number 1, and I can dial you back to that location.
[AGENT][NEUTRAL] Uh, to verify eligibility for the, for the patient, give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have any other questions before we get you transferred?
[CUSTOMER][NEUTRAL] Uh, no, I don't think so.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day and we'll get you transferred. One moment.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] A degree benefits, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. I have a provider on the phone that's wanting to verify eligibility.
[AGENT][NEUTRAL] Um, if I can spell the first and last name for you, she does have the D number or I can just connect her if you want that number instead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you can give me the D number. That's fine. D4.
[AGENT][NEUTRAL] Yeah, I don't have it, but the provider's office, she, she has that number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine. Yeah, I can help her out.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let me go ahead and get her transferred. Thank you so much for your assistance.
[CUSTOMER][POSITIVE] OK. Sure, thank you.
[AGENT][POSITIVE] Uh, you're welcome.