AccountId: 011433970860
ContactId: 95b9b9b2-3158-427c-941b-76fbe4c317fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295720 ms
Total Talk Time (AGENT): 127199 ms
Total Talk Time (CUSTOMER): 77226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/95b9b9b2-3158-427c-941b-76fbe4c317fc_20250131T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office.
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK, um.
[AGENT][POSITIVE] Let's see what can we do for you today?
[CUSTOMER][NEUTRAL] Yeah, previously, we have submitted the bill for underpayment. Can I get the bill status?
[AGENT][NEUTRAL] We're looking at a claim status.
[CUSTOMER][NEUTRAL] Appeal status.
[AGENT][NEUTRAL] Oh, appeal status, OK, um, yes, I can check on that for you. Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. Before that, could you please spell me your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you so much. And my callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, thank you. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Policy number is going to be
[CUSTOMER][NEUTRAL] 101891457.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah. My name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, just a moment.
[AGENT][NEUTRAL] Uh, do you know when this appeal was, uh, sent to us?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Um, what, what was the date of service for the claim that this appeal was in regard to?
[CUSTOMER][NEUTRAL] Uh, data service is going to be [PII], and the total bill amount is $3,416 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when when did you send in the appeal?
[CUSTOMER][NEUTRAL] A bill was submitted on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that we received anything for that date of service here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], was this for, um, there are 2 [PII] under this policy. Was it for the dependent?
[CUSTOMER][NEGATIVE] Sorry, I didn't get you.
[AGENT][NEUTRAL] There are 2 members under this policy named [PII].
[AGENT][NEUTRAL] Was it for the dependent?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was for the dependent. OK, do you have that one's date of birth?
[CUSTOMER][NEUTRAL] No, no, no, it's not for dependent.
[AGENT][NEUTRAL] It is for the OK it is for the primary, OK, yeah, so we did not receive that um appeal.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Can I get the call reference, sorry, uh, can I get the appeal address?
[AGENT][NEUTRAL] Yes, I've got the mailing address and I've got a fax number as well, uh, so the mailing address is [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. What's the attention?
[AGENT][NEUTRAL] OK, and we
[AGENT][NEUTRAL] Uh, claims department. I've got a fax number as well if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you want that fax number too?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And, uh, uh, what's the time limit?
[AGENT][NEUTRAL] Other, um, let's see.
[AGENT][NEUTRAL] It is 180 days from the time that we uh processed the claim.
[CUSTOMER][NEUTRAL] OK. And can I get the reference number?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date, and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thanks for asking. Have a good day.
[AGENT][POSITIVE] Thank you. Yeah, you too. Bye bye.
[CUSTOMER][NEUTRAL] Mm