AccountId: 011433970860
ContactId: 8aa12310-8270-49a5-818d-04bbeed96b0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133229 ms
Total Talk Time (AGENT): 33468 ms
Total Talk Time (CUSTOMER): 56514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8aa12310-8270-49a5-818d-04bbeed96b0b_20250415T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, hi, sir. My name is [PII]. I'm calling from office and I'm looking for appeal status.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on an appeal. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number will be 01575689 M as Mike Lima 8.
[AGENT][POSITIVE] Thank you and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure, that will be [PII].
[AGENT][NEUTRAL] Thank you. And then may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name will be.
[CUSTOMER][NEUTRAL] Be it [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth will be [PII].
[CUSTOMER][NEUTRAL] Sorry, um
[CUSTOMER][NEUTRAL] An apology. The date of date of birth will be [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And do you have a date on which the appeal was sent?
[CUSTOMER][NEUTRAL] Uh, yes, the appeal was submitted on.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we don't have any appeals for [PII] on file.
[CUSTOMER][NEUTRAL] OK, now been on file, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just give me a second, let me check the address.
[CUSTOMER][NEUTRAL] And the letters will be [PII], is it?
[AGENT][NEUTRAL] Zip code, yes, is [PII], correct.
[CUSTOMER][NEUTRAL] OK, and what is the time limit to submit the appeal.
[AGENT][NEUTRAL] 180 days from the decision date.
[CUSTOMER][POSITIVE] OK, thank you so much for helping me, have a great day.
[AGENT][POSITIVE] You're welcome. You too, bye bye.