AccountId: 011433970860
ContactId: c6c2d35c-533c-49f4-9545-4933cd4cac45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243220 ms
Total Talk Time (AGENT): 109792 ms
Total Talk Time (CUSTOMER): 99460 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c6c2d35c-533c-49f4-9545-4933cd4cac45_20250320T15:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I'm calling from the provider office. Um, I need, uh, I just need to know the appeal filing limit for the American Public Life Insurance and what is the appeal address? Could you please help me with that?
[AGENT][POSITIVE] OK, it would be my pleasure to assist you with that. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my callback number is um [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do you have a claim number reference in that appeal?
[CUSTOMER][POSITIVE] Uh, yeah, you want the claim number? Yeah, I will surely help you with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, just, just a moment.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, the claim number is 3544086.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient name is.
[CUSTOMER][NEUTRAL] Roger Beard. And the date of birth is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you. I appreciate that verification and I can help you with that appeal information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I use this claim was processed on [PII]. Is this for Providence Saint Peter Hospital?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Yeah, yeah. You're correct.
[AGENT][NEUTRAL] OK. OK. So that claim was received on denied on [PII]?
[AGENT][NEUTRAL] And with that payment, appeal time frame is 180 days from the process date.
[CUSTOMER][NEUTRAL] OK, could you please help me with the letters?
[AGENT][NEUTRAL] It's [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII], that's right. And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And that would go to the attention of appeals department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, thank you so much. Do you also have the uh fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII]. I apologize.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, just a 2nd, [PII] and [PII], is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct. Yes, and I do apologize.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Um, uh, thank you so much, [PII], for this help. Um, could you please help me with the call reference number for this call?
[AGENT][POSITIVE] Call reference number is my name and today's date, and I spell my name [PII], it was a pleasure to assist you with that [PII] information. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, [PII]. Uh, that's all from my side. Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] I hope you have a wonderful day as well and thank you for calling APL I. Take care.
[CUSTOMER][POSITIVE] Yeah, yeah, thank you.
[AGENT][NEUTRAL] Mhm.