AccountId: 011433970860
ContactId: d2eda53c-6394-4d1d-a5e3-e1ea09ec9570
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312079 ms
Total Talk Time (AGENT): 91156 ms
Total Talk Time (CUSTOMER): 128945 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d2eda53c-6394-4d1d-a5e3-e1ea09ec9570_20250304T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on an appeal status. Also, this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yeah, and I could check on that appeal for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII] spelled as [PII]. Initial of my last name is [PII], and you said your name is [PII] uh is it [PII]
[AGENT][NEUTRAL] Uh yeah, [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course alright and then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it would be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It would be 02337144 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Uh, yeah, the name of the member would be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you so much for verifying all of that information um do you have that original claim number or the date of service this was in regards to?
[CUSTOMER][NEUTRAL] Yeah, I do have a claim number and date of service. The claim number would be 352.
[CUSTOMER][NEUTRAL] 657-0. And the date of service is [PII].
[AGENT][POSITIVE] OK, thank you so much for that information. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I am not showing that we have received an appeal. Uh, when was that sent to us?
[CUSTOMER][NEUTRAL] It was on [PII].
[AGENT][NEUTRAL] No, I'm not showing that we've received and that appeal, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Yeah, I'm not sure that that has been received.
[CUSTOMER][NEUTRAL] Are you sure because.
[CUSTOMER][NEUTRAL] Is the uh claim number is right?
[AGENT][NEGATIVE] Yes, I do see that claim number. I'm just not appeal for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sure. Uh, no problem. I can resubmit that.
[AGENT][NEUTRAL] OK, was that, uh, mailed to us? We've also got a fax number.
[CUSTOMER][NEUTRAL] Yeah, I do have fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, thank you. Oh, can you just tell, can you just help me with the claim number which I have?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like I do have claim number. I just need to verify the date of service.
[AGENT][NEUTRAL] Let's see, the 352-657-0 um.
[AGENT][NEUTRAL] That date of service was, um, I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] No, that's not the claim number. I do have 3,541,250.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] 354. What was the rest? I'm sorry.
[CUSTOMER][NEUTRAL] 3,541,250
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was this for a different member?
[CUSTOMER][NEUTRAL] No, actually it's for the same member.
[AGENT][NEUTRAL] OK. Bear with me just a moment.
[AGENT][NEUTRAL] Yeah, that claim number you gave me um comes up as a different number.
[AGENT][NEUTRAL] For a different member.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, sure, no problem. Thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, can you help me with the call reference number?
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. Uh, so my last initial is A.
[CUSTOMER][NEUTRAL] A alpha.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, [PII], for your help. Hope you have a wonderful day ahead.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.