AccountId: 011433970860
ContactId: 0fcb6d13-224e-4cca-86fa-591e118c6d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329359 ms
Total Talk Time (AGENT): 107358 ms
Total Talk Time (CUSTOMER): 170887 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0fcb6d13-224e-4cca-86fa-591e118c6d69_20250502T13:40_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a provider on the other line. Um, can I give you the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Alright, it's 2555046.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's claim number is 3548075.
[CUSTOMER][NEUTRAL] And 356-053-3.
[CUSTOMER][NEUTRAL] So the original claim.
[CUSTOMER][NEUTRAL] The check was sent to a PO box in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They called us and told us that it was the wrong address, so we voided it and we sent the one in February to the address, you know, from the corrected claim that they sent in. Well, now the providers on the line saying that that from the corrected claim is the wrong address. We should have sent it to the PO box in [PII].
[CUSTOMER][NEUTRAL] So, um, I, um, told him, OK, well, we'll need to correct the claim with the PO box because we were told to switch it to this one in [PII].
[AGENT][NEUTRAL] Actually we're gonna need a W9. We need a W9 so that we'll know exactly where it needs to go.
[CUSTOMER][NEGATIVE] He's not understanding.
[CUSTOMER][NEUTRAL] OK. Um, he did say that he'll send the W-9. Um, he's not, he, but, but he's not under, he wants to talk to somebody because he's not understanding why we I just can't send it to be voided because it's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The two addresses.
[CUSTOMER][NEUTRAL] And um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Usually I will send a hub, but I was told to get them to claim that they don't understand, so that's what I'm doing.
[AGENT][NEUTRAL] Mm that's fine send him on over.
[CUSTOMER][NEUTRAL] All right, thank you, [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Good morning, thanks for calling. I'm sorry.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Oh hi [PII]. I have [PII] on the line with claims and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thanks for that. Hi, this is [PII].
[AGENT][POSITIVE] Good morning. Thanks for calling APO this is [PII]. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thanks for asking. How are you doing today?
[AGENT][POSITIVE] I'm doing well as well, thanks for asking also, OK, and you say your name is [PII], that's is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, thank you. OK, uh, so she, uh, [PII] explained the situation to me, uh, that we had, uh, voided the check previously and we're given a different address to, uh, to send it to and so now you're saying that that address is incorrect as well am I correct in that?
[CUSTOMER][NEUTRAL] Yes, actually, the correct address is which I was being provided as [PII]. So this is the address where we'll, uh, where we'll be receiving uh for every claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The payment. This is the billing uh provider NPI, uh, so we have to reissue the check for the correct address.
[AGENT][NEUTRAL] OK, alright, so, uh, this is what we can do. Is there any way that you can submit uh um a W-9 to us?
[AGENT][NEUTRAL] And can you reference.
[CUSTOMER][NEUTRAL] Yeah, actually, the W9 was being submitted recently and it was being received on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It was submitted on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and uh,
[CUSTOMER][NEUTRAL] You guys were received on [PII] as per previous rep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. This is my callback number and it is a direct line.
[AGENT][NEUTRAL] OK, let me read that back. [PII], is that correct?
[CUSTOMER][NEUTRAL] No, no. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, alright, uh, [PII], let me see if I can locate the W-9 uh so we can see what address is on that information and compare it to what we were giving and uh then I'll give you a call back to let you know uh when the claim has been reprocessed and payment is going out and to also verify the address.
[CUSTOMER][POSITIVE] Yeah, if you want, even I can help you with the tracking area uh which it was being sent for.
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] The W9 form. I, I do have the tracking ID.
[CUSTOMER][NEUTRAL] Which we have submitted the W9 form. So you can find through that also.
[AGENT][NEUTRAL] OK, well I would have to go back and look in our system to find it.
[AGENT][NEUTRAL] To see, um, yes, yes.
[CUSTOMER][NEUTRAL] OK, got it. Yeah.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] OK, got it. Thanks for that. Uh, once, uh is done, please call back. So I'll be waiting for that information.
[AGENT][POSITIVE] OK. All right, thank you so much.
[AGENT][NEUTRAL] And was there anything else I can help you with on today?
[CUSTOMER][POSITIVE] OK, got it. Thanks for your information. Have a nice day.
[AGENT][POSITIVE] Well, thanks for calling AP and you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh, no, got you.
[CUSTOMER][POSITIVE] Thank you. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] OK. Bye-bye.