AccountId: 011433970860
ContactId: 910ed454-c75e-4914-976d-e9392481ff76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223610 ms
Total Talk Time (AGENT): 73870 ms
Total Talk Time (CUSTOMER): 92264 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/910ed454-c75e-4914-976d-e9392481ff76_20250528T14:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, um, I'm calling from, um, Bonsacor Saint Francis, um, Downtown Hospital, and I was wondering to get some information on where I would submit an appeal for a claim that we had submitted.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Uh, yes, ma'am. Uh, what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, yeah, the ID number is D as in Delta 43732539.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. Uh, do you have a patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, um [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment, please.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 222 and your name is again? I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, you're fine. It's [PII].
[AGENT][NEUTRAL] OK, and let's see, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh yeah, it's [PII].
[AGENT][NEUTRAL] OK, and do you have the data service on that appeal?
[CUSTOMER][NEUTRAL] Um, yeah, it was for.
[CUSTOMER][NEUTRAL] Um, 42 of 25.
[AGENT][NEUTRAL] OK, uh, when you're ready I can give you that mailing address.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and um so [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And do I just make this out to um.
[AGENT][NEUTRAL] Just to an appeals department.
[CUSTOMER][NEUTRAL] I guess who should I address it?
[CUSTOMER][NEUTRAL] Appeals department OK and then um is this the only way we can submit that or is there a fax number as well just in case?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh yes, ma'am. Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK wonderful.
[CUSTOMER][POSITIVE] Well thank you so much for that information and um if I could just get a reference number for our call please.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date, and it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK wonderful well thank you [PII] I hope you have a good day.
[AGENT][POSITIVE] Oh, you too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.