AccountId: 011433970860
ContactId: 0c9b756e-6a23-4a6c-9381-43c35e3ca867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274040 ms
Total Talk Time (AGENT): 64732 ms
Total Talk Time (CUSTOMER): 52834 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/0c9b756e-6a23-4a6c-9381-43c35e3ca867_20250312T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Good morning, [PII]. My name is [PII], and I was calling on behalf of the facility, and I was calling to see if you received a underpayment appeal that we mailed out to you all.
[AGENT][NEUTRAL] OK, I can help you with the claims appeal, Ms. [PII]. Can you please give me uh your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh-huh. My direct number is [PII] and I'm calling on behalf of Piedmont Henry Hospital.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 02517281.
[CUSTOMER][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look real quick and see if I can find it.
[AGENT][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna need to put you on a quick hold there is we have one special member that's able to verify the appeals I need to see if is available for a phone call so I'll be right back I'm gonna check with her, OK? Alright, thank you ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thanks. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] I started getting real mad and really irritated.
[AGENT][NEUTRAL] Ms. [PII], I'm getting ready to transfer you on over now so that you can get the status of that appeal. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, you too. Thank you.
[AGENT][POSITIVE] You're welcome, ma'am.
[CUSTOMER][NEUTRAL] This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. I've got Ms. [PII] on the other line. I'm gonna go ahead and release the call now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII].