AccountId: 011433970860
ContactId: 2977df23-dca9-45f7-99dd-03f389d56fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258000 ms
Total Talk Time (AGENT): 61327 ms
Total Talk Time (CUSTOMER): 125706 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2977df23-dca9-45f7-99dd-03f389d56fa1_20250625T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office. May I know the appeal status today?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I just need to know the appeal status.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Appeal status?
[CUSTOMER][NEUTRAL] Yes. Is this provider line?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can help you with appeal status. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Sure. Uh, yeah, my callback number is [PII] and this is direct line.
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, yeah. Policy number is 02588663.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient first name is [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And what date of service was this for?
[CUSTOMER][NEUTRAL] Uh yeah. The date of service is [PII] this year and total bill amount is $2,297 only.
[AGENT][NEUTRAL] OK, and when was the appeal?
[CUSTOMER][NEUTRAL] Mm let me check.
[CUSTOMER][NEUTRAL] We will send this appeal on [PII].
[AGENT][NEUTRAL] Um, I don't show that we've received it. Can you resend that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] But you said uh we need to uh receive uh resubmit this appeal?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You did not receive any appeal?
[AGENT][NEGATIVE] We have not received an appeal.
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] How this possible.
[CUSTOMER][NEUTRAL] Uh, we will send this appeal, the address we are using that [PII].
[CUSTOMER][NEUTRAL] [PII]. Is this the correct address?
[AGENT][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Sorry for that. Could you repeat one more time?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No my name is
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] OK, got it. And what is the timely filing for the appeal?
[AGENT][NEUTRAL] It's 180 days from the process date.
[CUSTOMER][NEUTRAL] OK, got it. Could you please spell your name for me?
[AGENT][NEUTRAL] [PII], it's [PII] Y.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Like what? OK, [PII].
[CUSTOMER][NEGATIVE] Got it. And you said that the bill is still in, uh, I will not received, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me just provide me the caller number.
[AGENT][NEUTRAL] The reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Thank you for giving me the all information very nicely. Bye-bye. Take care. Have a nice day ahead.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.