AccountId: 011433970860
ContactId: 61802055-2f2e-43cb-b18f-2f2acdc7692e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156149 ms
Total Talk Time (AGENT): 61604 ms
Total Talk Time (CUSTOMER): 53150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/61802055-2f2e-43cb-b18f-2f2acdc7692e_20250205T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII], and I was calling on behalf of a facility, and I was calling to see how I can submit an underpayment appeal in an open negotiation form.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you, um, and can I um ask the provider that you're calling for?
[CUSTOMER][NEUTRAL] Piedmont Henry Hospital.
[AGENT][NEUTRAL] OK, and what is your callback number just in case our call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] It is [PII], is that correct?
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and do you have her policy number, please?
[CUSTOMER][NEUTRAL] I do, um, D as in dog, 47,600,140.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, and do you have the claim number?
[CUSTOMER][NEUTRAL] I do. It is claim number. Let me pull it up here.
[CUSTOMER][NEUTRAL] 354-837-0
[AGENT][NEUTRAL] OK, let me look that claim up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you're just wanting the information on where to send an appeal, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so you're gonna send it to APL claims.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Got it. All right. Thank you so much. I really do appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Thanks for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Oh, you as well. Thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.