AccountId: 011433970860
ContactId: 28cd570d-30b6-44e5-81e0-b506fb71bdd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130080 ms
Total Talk Time (AGENT): 38932 ms
Total Talk Time (CUSTOMER): 55253 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/28cd570d-30b6-44e5-81e0-b506fb71bdd1_20250620T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I was calling on behalf of the facility, calling to see if you received an underpayment appeal that we submitted.
[AGENT][NEUTRAL] Alright, I'm happy to check on an appeal, [PII]. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02289436
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] This was her date of service, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the uh billed amount that the appeal was on?
[CUSTOMER][NEUTRAL] $15,210.50.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do see the claim on file. I don't however see an appeal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it was mailed over. Let me see what did they mail it? Oh, they just mailed it a couple of days ago. Uh, disregard, I'll give it time for you guys to receive it. Now, is there any other way we can submit this appeal, um, besides by mail? Do we have a fax number or email address we can send it to?
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Unfortunately not, [PII]. All appeals have to be received in the US postal mail.
[CUSTOMER][POSITIVE] Got it, got it. OK. All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.