AccountId: 011433970860
ContactId: 3fa1b4e7-3a3e-44dd-83a7-c9fbf0ca3cdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175669 ms
Total Talk Time (AGENT): 82481 ms
Total Talk Time (CUSTOMER): 71388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/3fa1b4e7-3a3e-44dd-83a7-c9fbf0ca3cdf_20250227T17:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and initial to my last name is [PII]. I don't know if you can share this without the patient information, but, uh, may we know how we can submit an appeal?
[AGENT][NEUTRAL] OK. OK. And you said you don't have the patient's information, Ms. [PII]? Would you just have general?
[CUSTOMER][NEUTRAL] Uh, yeah, just a general question, yes.
[AGENT][NEUTRAL] Question?
[AGENT][NEUTRAL] OK, uh, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] How do you spell your name?
[CUSTOMER][NEUTRAL] Oh, yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. All right, um, to submit any appeals, um, you just send in an appeal letter indicating what you're appealing the decision and you have 180 days from the decision date in the process of the claim, initial process of the claim.
[CUSTOMER][NEUTRAL] Uh, and where we can submit that, do you happen to have a fax number?
[AGENT][NEUTRAL] Yes, and then the fax number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Attention appeal.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right. And um how about mail uh mailing address, do you happen to have that as well?
[AGENT][NEUTRAL] Mhm, yes, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. All right. Thank you so much. And lastly, though, that 180 days, uh, is it for both in-network and out of network providers?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And there we don't have networks.
[CUSTOMER][NEUTRAL] Uh, all right. OK, got you. Thank you so much for that information. Would you mind spelling out your first name for me and then the reference number for the call, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for that. And is your first and last name is the uh call reference along with the today's date or oh OK. Thank you so much. I guess that will be all, and I appreciate your help.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye.