AccountId: 011433970860
ContactId: 195787c7-fa53-4330-921c-1f777bfdc0ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393980 ms
Total Talk Time (AGENT): 176349 ms
Total Talk Time (CUSTOMER): 60530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/195787c7-fa53-4330-921c-1f777bfdc0ce_20250501T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. Kiki. May I help you?
[CUSTOMER][NEUTRAL] Calling from the provider's office to check on the denied claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII], the last name [PII]. And can you please spell out your name?
[AGENT][NEUTRAL] Sure, it's [PII]. And [PII], what is the policy number, please? Oh, you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 021-97322.
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII], bill amount is $14,0017 even.
[AGENT][NEUTRAL] OK, and do you have the balance after primary process the claim?
[CUSTOMER][NEUTRAL] Yeah, it's 874.23.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment, [PII].
[AGENT][NEUTRAL] OK, give me one moment and while I'm looking at claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at secured. Am as in [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And your name of the provider's office?
[CUSTOMER][NEUTRAL] Mm, that's Henryo Doctors Hospital.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, wait one moment.
[AGENT][NEUTRAL] Um, it looks like.
[AGENT][NEUTRAL] The claim process as a B notice discrepancy.
[AGENT][NEUTRAL] Since we are unable to accept assignment of benefits for this claim filed due to a discrepancy reported to us by the IRS, that is a combination of the name and tax ID, uh, taxpayer identification number on your account. Please visit the IRS website for additional information on how to resolve this issue and stop back up withholding. Once this is resolved with the IRS, please send APL a copy of updated information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So you don't need the primary UV?
[AGENT][NEGATIVE] Well, it was initially processed as needing primary EOB, but as I just read to you, there's a B notice discrepancy.
[AGENT][NEUTRAL] That the
[AGENT][NEUTRAL] I guess whoever um the provider will have to contact the IRS in regards to this discrepancy and send us back a copy of the updated information.
[CUSTOMER][NEUTRAL] And what kind of discrepancy?
[AGENT][NEUTRAL] The provider will need to contact the IRS as I just read, we are unable to accept the assignment of benefits for this claim filed due to a discrepancy reported to us by the IRS. That is a combination of the name and taxpayer identification number on the account. You have to visit the IRS website for additional information.
[CUSTOMER][NEUTRAL] OK, so the providers.
[CUSTOMER][NEUTRAL] So the provider's name and tax payer's ID is not uh with the combination with each other, right?
[AGENT][NEUTRAL] They will need to contact the IRS.
[CUSTOMER][NEUTRAL] IRS OK. May I know the claim number?
[AGENT][NEUTRAL] 3576712
[CUSTOMER][NEUTRAL] And when was this claim received and denied?
[AGENT][NEUTRAL] Uh, this was
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, receive [PII], process on [PII].
[CUSTOMER][NEUTRAL] And by the way, what is this Is?
[AGENT][NEUTRAL] I'm assuming you're a third party, you would have to contact the provider and they will have to contact the IRS. The IRS is Internal Revenue Service in the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the
[CUSTOMER][NEUTRAL] Mm, phone number for?
[AGENT][NEUTRAL] I don't have their phone number, but it can be located on um.
[AGENT][NEUTRAL] Online you can go to their website.
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, [PII], you may use my name in today's date, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a great day.