AccountId: 011433970860
ContactId: cfe48236-d61b-4108-b85a-75c290e3552c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270920 ms
Total Talk Time (AGENT): 87768 ms
Total Talk Time (CUSTOMER): 93737 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/cfe48236-d61b-4108-b85a-75c290e3552c_20250612T15:57_UTC.wav
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[AGENT][NEUTRAL] ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling with um Bonsecor Saint Francis Hospital, and, um, I wanted to check on the status of an account that we had submitted an appeal on.
[AGENT][NEUTRAL] OK, let's take a look. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yeah, let's see here.
[CUSTOMER][NEUTRAL] Well, you know what? I believe last time I gave this number to them she said it wasn't correct, but I can give it to you. We have um D as in Delta 437325-39.
[AGENT][NEUTRAL] Yeah, we can't pull him with that number. Do you by chance have the claim number or anything?
[CUSTOMER][NEUTRAL] Uh, yeah, I have the claim number. Let's see here.
[CUSTOMER][NEUTRAL] Um, I have a claim number as 3592429.
[AGENT][NEUTRAL] OK, let's pull this up.
[AGENT][NEUTRAL] What is the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bear with me just one moment here, [PII]. I'm just pulling it up. I do look like we did receive the appeal, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's showing it was received on [PII] and then processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like.
[AGENT][NEUTRAL] It looks like it was upheld, so there was no additional payment or anything like that. Um.
[AGENT][NEUTRAL] You guys would have of course been sent a copy of the letter as well.
[CUSTOMER][NEUTRAL] Let's see here I'm not showing anything being received on our end um is there any way you would be able to fax that to me?
[AGENT][NEUTRAL] Yeah, let me go ahead and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is a good fax number for you?
[CUSTOMER][NEUTRAL] Um, it's a direct fax to me which is um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that is on its way, so give it about 5 minutes to come through probably.
[CUSTOMER][POSITIVE] OK wonderful and then are you able to give me the policy number so I have it for if I need to call back?
[AGENT][POSITIVE] Yeah, absolutely, whenever you're ready let me know.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, policy number is going to be 02.
[AGENT][NEUTRAL] 580615.
[CUSTOMER][NEUTRAL] So 02580615?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK wonderful and then as far as a reference number, what would that be?
[AGENT][NEUTRAL] Uh, call reference is my name with today's date. My name again is [PII] and that is [PII] My last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK wonderful well thank you so much [PII] for your assistance in that. I hope you have a good day and um a good weekend coming up.
[AGENT][POSITIVE] You as well. Thanks for calling APL. Take care.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.