AccountId: 011433970860
ContactId: 384ac5c9-ed06-47a8-ade1-cb21c07877c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160740 ms
Total Talk Time (AGENT): 43825 ms
Total Talk Time (CUSTOMER): 97680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/384ac5c9-ed06-47a8-ade1-cb21c07877c3_20250310T20:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. This is [PII]. I'm calling from the Pro Island. Please note this call will be monitored and recorded for quality and training purposes. I'm calling for the clarification on the appeals.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number and the policy number?
[CUSTOMER][NEUTRAL] Callback number is [PII], no extension.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 002236244
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is uh [PII]. Last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And when did you submit submit an appeal?
[CUSTOMER][NEUTRAL] Uh, submission date is the [PII] by mail, mailing address [PII]. [PII], OK, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you and what was the date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] 84312.
[AGENT][NEUTRAL] And what is your procedure code?
[CUSTOMER][NEUTRAL] The procedure code is the.
[CUSTOMER][NEUTRAL] 29882 was denied.
[AGENT][NEUTRAL] So I'm not showing an appeal. We only see the original claim that was submitted.
[CUSTOMER][NEUTRAL] All right, so this is correct address for the appeal as we discussed the previous one, PO Box 248,950 attention appeals.
[AGENT][POSITIVE] Mhm, that is correct. Yes, that is correct.
[CUSTOMER][NEUTRAL] All right, time filing limit for the appeal?
[AGENT][NEGATIVE] There's no time to filing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and mailing address is the same as for the address.
[AGENT][NEUTRAL] And what was your name?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] I wouldn't be able to
[CUSTOMER][NEUTRAL] Timely filing limit for the correct claim?
[AGENT][NEGATIVE] There is no time to family.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No. Is there any specific appeal from you?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We need to attend deny DOB?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No, would you like for me to send you a copy of it, but you don't need it. We have it in the system.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Call reference numbers we don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Thank you so much for assisting me. Have a great day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][POSITIVE] Perfect