AccountId: 011433970860
ContactId: eaf4c86c-912c-46e8-bd1c-e702843e1c6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193550 ms
Total Talk Time (AGENT): 50144 ms
Total Talk Time (CUSTOMER): 77072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/eaf4c86c-912c-46e8-bd1c-e702843e1c6a_20250310T22:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team.
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Hi, I've got Miss [PII] on the phone she's with Saint Joe Medical Center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She is calling on the status of an appeal of a claim. Let me give you the claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 346-978-9.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for policy number 243-9151.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Miss [PII], I don't know how to say her last name.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK and her callback number is the same number that is calling from.
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, and give me her name again I'm sorry.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty you can send her on over.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Good evening. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm following up on an appeal status.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when was that information sent in uh to us?
[CUSTOMER][NEUTRAL] That was on [PII] this year via fax, although I'm not sure if the fax number is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one second. I don't see it listed here. Let me see if she has another policy with us. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not seeing it. Can you verify the fax number that you faxed it over to?
[CUSTOMER][NEUTRAL] It's [PII]. Is that correct?
[AGENT][NEUTRAL] No ma'am, that is not.
[CUSTOMER][NEUTRAL] Uh, what's your correct fax number?
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. Perfect. Thank you, [PII]. Actually, that's all that I need today. Do you have a reference number?
[AGENT][NEUTRAL] We don't do reference numbers, but you can use my name in today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you again for your help. Have a great day then and goodbye and stay well.
[AGENT][POSITIVE] You as well thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] Goodbye.