AccountId: 011433970860
ContactId: aff95d74-1f5d-46c1-b197-272089ab4c78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335510 ms
Total Talk Time (AGENT): 91335 ms
Total Talk Time (CUSTOMER): 85367 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/aff95d74-1f5d-46c1-b197-272089ab4c78_20250107T14:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling on a recorded line and I'm calling to check status of an appeal.
[AGENT][NEUTRAL] OK, [PII], I can help you with um status of an appeal in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, Delta 43,302,090.
[AGENT][NEUTRAL] OK, that wouldn't be the policy number if you have a copy of their identification card, it will be listed as policy cert or certificate number.
[CUSTOMER][NEUTRAL] Well, maybe it's not a D, maybe it's supposed to be a 0.0.
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and it was 02474924?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh, I'm so excuse me, [PII].
[CUSTOMER][NEUTRAL] Oh, excuse me, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service in the billed amount of the claim?
[CUSTOMER][NEUTRAL] It is 19 to 24 to 918 to 24.
[CUSTOMER][NEUTRAL] For $294,417.
[AGENT][NEUTRAL] Thank you. So that's for [PII], 24 for $294,417. OK, thank you. Let me take a look and see if we have that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And do you know when the appeal was submitted to us?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And is this the facility claim?
[AGENT][NEUTRAL] For the facility
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like we did receive that appeal in a correspondence was sent out regarding that appeal. Looks like a letter was sent out on [PII] in regards to that appeal.
[CUSTOMER][NEUTRAL] Mm, let me see. Um, can we get a copy of that letter?
[AGENT][NEUTRAL] Yes, would you like for us to fax it over?
[CUSTOMER][POSITIVE] So it was a a payout what please and thank you.
[AGENT][NEUTRAL] Yes, it was. There were no changes in the um in the final decision of the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And do I just need to make it to your attention?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] And can I get the spelling of your name?
[CUSTOMER][NEUTRAL] Sure, it is [PII] Last name starts with a [PII].
[AGENT][POSITIVE] Thank you. OK, I will get that faxed over to you, [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, call reference number.
[AGENT][NEUTRAL] It'd be just my name and that's [PII] spelled [PII]
[CUSTOMER][POSITIVE] OK, I have that correct. OK, well thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye.