AccountId: 011433970860
ContactId: 08ce3ba9-4a41-48ff-9d30-2b354dbd3b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360959 ms
Total Talk Time (AGENT): 93666 ms
Total Talk Time (CUSTOMER): 151066 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/08ce3ba9-4a41-48ff-9d30-2b354dbd3b72_20250414T22:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling on behalf of the provider's office to check on the appeal status.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on an appeal for you today. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, just one moment. So policy ID number is 02474924.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] Last name is [PII], and date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] All right. Thank you so much. And then,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What day was the appeal sent?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one moment, I will provide you all the details. Appeal was sent on like [PII]. Just want to check, verify here this is the one or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, it's like [PII]. After that, it might be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, what was the claim number that it was in reference to? Do you have that?
[CUSTOMER][NEUTRAL] Yes, just one moment. I will provide you that.
[CUSTOMER][POSITIVE] For 15, right? Just one more moment. I'm so sorry for the inconvenience.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So the claim number is 3,514,230.
[AGENT][NEUTRAL] 4230.
[CUSTOMER][NEUTRAL] And I can provide you the address which it was sent, where it was sent.
[AGENT][NEUTRAL] It was 351. What was the remaining numbers? I apologize.
[CUSTOMER][NEUTRAL] It's OK. [PII].
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] OK, so it looks like we did receive the appeal. Um, it looks like the decision was upheld on this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I know the received date of everything here?
[AGENT][NEUTRAL] Uh, let's see, one moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it looks like claim this was received, I'm showing on [PII].
[CUSTOMER][NEUTRAL] It's the 2nd
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the same reason?
[AGENT][NEUTRAL] Mhm. Correct, yes, the decision was upheld.
[CUSTOMER][NEUTRAL] OK. Can you please provide me like uh what is the I mean ticket ID if you have any ticket ID?
[AGENT][NEUTRAL] Any medical ID?
[CUSTOMER][NEUTRAL] Uh no, case ID for the couple.
[AGENT][NEUTRAL] Oh, let's see here, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's no I don't show any sort of case number just referenced the claim number which is the 351-423-0.
[CUSTOMER][NEUTRAL] This is the call reference number for the call?
[AGENT][NEUTRAL] Call reference would be my name with my last initials in today's date. My name is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you. So can you please fax me the letter?
[AGENT][NEUTRAL] Yes, what's the fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and attention is [PII]
[AGENT][NEUTRAL] OK, and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is on its way. Is there anything else we can help with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh, no, thank you. Thank you so much for providing the information, and yes, have a great day. Bye.
[AGENT][NEUTRAL] You too. Bye bye.