AccountId: 011433970860
ContactId: 17cb0e96-d03a-42de-8926-6c50a565fadc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404440 ms
Total Talk Time (AGENT): 158846 ms
Total Talk Time (CUSTOMER): 126732 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/17cb0e96-d03a-42de-8926-6c50a565fadc_20250610T20:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], uh spelled [PII] and I'm calling from Hen Hospital to check on claim status, please.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02582713 and I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Alright, you're welcome. Uh give me one moment.
[AGENT][NEUTRAL] Oh my God, it's so hot. OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] [PII] and then I have an extension of [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment, please.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, it's [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And this is for dental?
[CUSTOMER][NEUTRAL] It's for medical.
[AGENT][NEUTRAL] Oh, let me see because this policy is a dental plan, give me one moment.
[CUSTOMER][NEUTRAL] Oh it is?
[AGENT][NEUTRAL] Yes, ma'am. I do have a medical policy. I'll give you that number if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, please.
[AGENT][NEUTRAL] OK, it's 2,582,710.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so can you, can you help me with this one, or do I need to be transferred to someone else?
[AGENT][NEUTRAL] No, no, I can assist you. Uh, what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And it is $843.
[AGENT][POSITIVE] OK, thank you, give me one.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] 633.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Um, here in hospital.
[AGENT][NEUTRAL] OK thank you let me see.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Um, showing that it processes, we are unable to accept assignment of benefits for this claim filed due to a discrepancy reported to us by the IRS that is in combination of the name and the taxpayer's identification number on your account. Please visit the IRS website for additional information on how to resolve this issue and stop backup withholding. Once this is resolved with the IRS, please APL is send a copy of the updated information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What information are they needing?
[AGENT][NEUTRAL] The updated IRS information.
[CUSTOMER][NEUTRAL] Oh, like a W-9.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, where can I send that?
[AGENT][NEUTRAL] I'll give you our fax number. Wait, uh, let me make sure and see if it's.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Because it seems like I, I got a notification and I sent that on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm assuming they just go to claims since it's in regards to claims. I can give you their fax number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 423
[CUSTOMER][NEUTRAL] Um, I was reviewing this and it looks like.
[CUSTOMER][NEUTRAL] Uh, the patient gave us their dental card. That's why I read off the wrong.
[CUSTOMER][NEUTRAL] Member ID
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] And uh so it will probably have to be built back out but the W-9 needs to that needs to be done first.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'll, we'll send that first and then we'll get this other corrected and and they back out to you so um I'm sorry for that I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] They had given us a dental card and it got registered like that.
[AGENT][NEUTRAL] They never, well,
[CUSTOMER][NEUTRAL] Not sure why that happened but it did.
[AGENT][NEUTRAL] Sometimes ins insurance don't read that it says dental. They say, I have a card and they, they present it, which, I mean, I understand you're not, we're just like happy you have a medical policy, so you have a card, but they don't look at it all the time, unfortunately.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's true.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, do you have the, do you have the effective date of that medical policy?
[AGENT][NEUTRAL] Um, June, no, not June.
[CUSTOMER][NEUTRAL] When we do get it corrected, I'll put it in the right one.
[AGENT][NEUTRAL] Uh, [PII] and it is active.
[CUSTOMER][NEUTRAL] And the [PII]
[CUSTOMER][NEUTRAL] And it is active
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I really do appreciate your help thank you so much. um, do you, can you provide me.
[AGENT][POSITIVE] Alright, you're welcome.
[CUSTOMER][NEUTRAL] A call reference number.
[AGENT][NEUTRAL] Uh, if you like, uh, you may use my name in today's date.
[CUSTOMER][NEUTRAL] For a call today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you [PII] I appreciate your help. You have a good rest of your day.
[AGENT][POSITIVE] Oh, you too, and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye.