AccountId: 011433970860
ContactId: 0123d233-c54e-465d-9b3a-3f4dffc10c64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207020 ms
Total Talk Time (AGENT): 49704 ms
Total Talk Time (CUSTOMER): 115087 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0123d233-c54e-465d-9b3a-3f4dffc10c64_20250604T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes. Hey, [PII]. I was hoping I got you. This is [PII] from the care team. How are you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. Can you look at this with me? I don't think I need to transfer her to you if what I'm thinking is correct.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Um, it's policy number 259-7992.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And it's um claim number, oh well, it's for part one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's claim number 3586541.
[AGENT][NEUTRAL] 3586541
[CUSTOMER][NEUTRAL] 41.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, in lion, there's two lines, but it's the same exact thing. They're getting the B notice error because of this denied one right here. So when I was looking, I was like, wait a minute, this is the same thing, but the first line has a tax ID and the second one doesn't, but the second one was paid. So then I went to OnBase to see is it really two things that they're billing for or what. So in Onase, it's just one line. So it looks like we paid correctly.
[CUSTOMER][NEGATIVE] Can they just disregard this be know stuff because I, I don't even know, they don't know that they don't know that tax ID and
[CUSTOMER][NEUTRAL] They were, they, she was calling to see what we had on file so that they can try to fix it with the IRS and once I looked at it, I'm like, wait.
[CUSTOMER][NEUTRAL] We already paid this.
[AGENT][NEUTRAL] OK, did you give her the payment information because that payment information went to the insured actually.
[CUSTOMER][NEUTRAL] What payment information?
[AGENT][NEUTRAL] The $100.
[CUSTOMER][NEUTRAL] No, no, I didn't, I just said it was paid. I didn't tell her what.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so that's why, because they were having an issue with the being notice so we paid the insured.
[AGENT][NEUTRAL] Mhm, yep, whenever there's an issue with it.
[AGENT][NEUTRAL] And they should, it should stay on the EOB that the payment uh went to the insured or something to that nature.
[CUSTOMER][NEUTRAL] Yes, I do remember a code or something like that. OK. So, all I gave her was the tax ID that I saw versus what wasn't on the paid one. So, I'm OK to tell, well, I already gave it to her. I'm OK to tell her the tax ID that we're showing in the provider name because that's what she wanted so that they can try to correct it, I guess.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Hold on, my own base is moving slow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 361-165.
[AGENT][NEUTRAL] 26
[AGENT][NEUTRAL] OK, yeah, you can give and that's the provider on the phone, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so you can let her know what the tax ID that tax ID number is.
[CUSTOMER][NEUTRAL] OK, OK, I gave it a tax ID and a provider name. OK, well thank you for um clearing this up for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Alright, no problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.