AccountId: 011433970860
ContactId: 49376590-fc98-4c0e-87c2-e9c276f39000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281809 ms
Total Talk Time (AGENT): 81181 ms
Total Talk Time (CUSTOMER): 62142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/49376590-fc98-4c0e-87c2-e9c276f39000_20250310T22:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from the business office of Saint Joseph's Westgate Medical Center to follow up on an appeal status.
[AGENT][NEUTRAL] OK, [PII], I can help you with the pill status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The subscriber ID number is 02439151. Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII], I don't know. December, uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is the.
[AGENT][NEUTRAL] Claim number, please?
[CUSTOMER][NEUTRAL] For the claim number, that is 3469789.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look at that claim, and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me. I'm going to transfer you on over to the claims department now so that they can help you with that appeal it's gonna be a brief hold, thank you ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] Hi, I've got Miss [PII] on the phone. She's with Saint Joe Medical Center.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She is calling on the status of an appeal of a claim. Let me give you the claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 346-9789.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's for policy number 243-9151.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], I don't know how to say her last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK and her callback number is the same number that is calling from.
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, and give me her name again I'm sorry.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty you can send her on over.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][POSITIVE] No problem.