AccountId: 011433970860
ContactId: 27bf693a-6a48-4424-9e33-509ff045b25e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2081958 ms
Total Talk Time (AGENT): 802077 ms
Total Talk Time (CUSTOMER): 756033 ms
Interruptions: 22
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/27bf693a-6a48-4424-9e33-509ff045b25e_20250103T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider services. I'm checking on a claim.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, no, I have 2 clients.
[AGENT][NEUTRAL] I say for the same patient or different patients?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] A different patient. Sure, the callback number is [PII].
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and [PII], you will use my name that I gave you along with today's date as your call reference number for each one. Also, any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your first patient's policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure. The policy number is 02116669.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] on the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Data service and total bill amount please.
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the total bill amount is $526 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the provider facility name?
[CUSTOMER][NEUTRAL] Yeah, this is for Mercy Clinic Oklahoma Community.
[CUSTOMER][NEUTRAL] What
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So this claim was received, Victor?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The received date on this claim.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] What you
[AGENT][NEUTRAL] Just one moment. It's [PII]?
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3,441,430.
[AGENT][NEUTRAL] The benefit amount paid was $169.81.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That was paid on check number 1845459.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Why.
[AGENT][NEUTRAL] And that was paid on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I was not.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And let's say I'm sorry, the one, the code that was denied was the 99213 and it was denied because office visits are not covered by this policy. The members supplemental policy does not cover office visits.
[CUSTOMER][NEUTRAL] What about
[CUSTOMER][NEUTRAL] I would be
[CUSTOMER][NEUTRAL] They are
[CUSTOMER][POSITIVE] A bit funny.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] feeling
[CUSTOMER][NEUTRAL] OK. And uh may I know the checkation date?
[AGENT][NEUTRAL] The same date as the process date? [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know if the check is cashed or not?
[AGENT][NEUTRAL] Yes, it cleared on [PII].
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. And uh uh can I get the uh check mailing address to which the check was mailed to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And uh there is no patient responsibility on this claim, right? It's allowed on page 169.
[AGENT][NEUTRAL] Wait.
[AGENT][NEUTRAL] We, yes, we do not determine patient responsibility. We're not a major medical carrier. That would be up to the primary, um, excuse me, it would be up to the provider.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Thank you for that information. And uh uh can I get a copy of you before this claim?
[AGENT][NEUTRAL] Yes, we have a portal that you can print that from Victor by going to secured.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII], right?
[AGENT][NEUTRAL] [PII]. The first word is secured, secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. Thank you so much for that information you provided and shall we move on with the next patient?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In a moment, one moment please while I finish my remark on this one.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah that's
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, the next member's policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] One moment it's still loading.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, the policy number is
[CUSTOMER][NEUTRAL] 02462882.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Data service in total bill amount.
[CUSTOMER][NEUTRAL] D of services 6-12 of 2024 and the total bill amount is $287 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It would go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, so this claim was received.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] On 1118 2024.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Processed on [PII] 2024.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] The claim number is 3531921.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There was a benefit amount paid.
[CUSTOMER][NEUTRAL] Ok.
[AGENT][NEUTRAL] In the amount of $56.60.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was issued on single check 201.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] [PII] 7.
[AGENT][POSITIVE] And as of now, it does still show that that claim is still outstanding.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, there is no check issued, right? Or the payment is not at cash?
[AGENT][NEUTRAL] Yes, I gave you the, the payment has not yet cashed.
[CUSTOMER][NEUTRAL] OK. And uh may I know to which mailing address the check was sent to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They get this morning
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, actually, the check was sent to incorrect address. So what is the procedure to update the correct address?
[AGENT][NEUTRAL] Let me see what was submitted on the claim, just a moment.
[CUSTOMER][POSITIVE] Right that way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I I I love.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] It's taking a moment [PII] to load the information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] They do
[CUSTOMER][NEUTRAL] The office
[AGENT][NEUTRAL] OK, so on this claim [PII] it was issued to the correct address that we have on the claim.
[CUSTOMER][NEUTRAL] Um, yes, actually, uh, uh, the address which, which we have on, uh, claim form is an incorrect one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So is it possible to update the W9 form?
[CUSTOMER][NEUTRAL] Yeah the guy person yet.
[AGENT][NEUTRAL] Uh, I'm sorry. Is it possible to update, did you say the W9?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, we would have to receive that, otherwise the check is gonna be issued to the same address as it was before.
[CUSTOMER][NEUTRAL] Uh, OK. So, do we have any fax number to fax it?
[AGENT][NEUTRAL] Let me obtain.
[AGENT][NEUTRAL] Let me locate that for you just a moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] not
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What is the tax ID number, [PII]? I need to check something.
[CUSTOMER][NEUTRAL] Uh, sure. The tax ID number is 2704.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] what
[AGENT][NEUTRAL] OK, what is the correct address that should
[AGENT][NEUTRAL] Now.
[AGENT][NEUTRAL] [PII], what is the correct address? I'm wanting to check to see if we've received an updated address already.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah. The correct address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so has, OK, so yes, we do not, we have a PO box in [PII], but it is not the one you gave me.
[CUSTOMER][NEUTRAL] I cannot.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, so there's a fax number that you can send.
[CUSTOMER][NEUTRAL] I want to take action
[AGENT][NEUTRAL] At 2
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And it is 844.
[AGENT][NEUTRAL] 539.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 3507.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] One minute. Uh, uh, one moment, my system got up.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh sorry, can you repeat the fax number?
[AGENT][NEUTRAL] 84, uh, 1 moment. Uh, um, I changed my screens as well. OK.
[AGENT][NEUTRAL] 844.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 539.
[AGENT][NEUTRAL] 3507.
[AGENT][NEUTRAL] And we would need to make sure that the next claim we receive has that corrected information on it also.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, sure, we will, uh, fix that, and we will send with the uh correct address in box number 33. And also, uh, do you want us to attach any other letter or any thing with the uh W9 form or we just simply send the W9 form?
[AGENT][NEUTRAL] I'm, I'm looking at this information to make sure of exactly what you need to send.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] done it
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's still lighting the information, [PII], I'm looking at the last one that we have received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the PO box number again that you gave me?
[CUSTOMER][NEUTRAL] Uh, yes, the uh PO box number is 776066.
[AGENT][NEUTRAL] OK, yeah, so that is not the most recent one that we have received.
[AGENT][NEUTRAL] OK, so yes, you can include along with.
[AGENT][NEUTRAL] That, um,
[AGENT][NEUTRAL] The request to reissue payment.
[AGENT][NEUTRAL] To this claim and reference this policy number and the claim number and the patient's name.
[CUSTOMER][NEUTRAL] Oh, OK, so uh.
[CUSTOMER][NEGATIVE] Uh, sorry, I didn't get your point.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] You asked what else to send.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can't OK, I'm gonna place you I need to check some things because we've recently had some process changes let me verify exactly what you need to send so that we'll know exactly what needs to be done to have this reissued, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, sure. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEGATIVE] No, not doing it.
[CUSTOMER][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm all right. I have a question right quick. I'm not transferring this call. I just called the key to ask a question. We processed the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and payment was issued to the address that's on file on this W-9. However, that's not correct. And of course, the check never cleared. So they need to send in an updated W-9 and we're also gonna have to request for this check to be voided and reissued.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I've not had a call like this. I don't know, maybe ever, uh, if so, it's been a long time. So the W-9, that needs to go to that one fax number that we have for W-9s. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then how, what about getting the claim?
[AGENT][NEUTRAL] reissued under that W9.
[CUSTOMER][NEUTRAL] Well, since the check hasn't cleared, I'm sorry, since the check hasn't hasn't cleared, um, of course, we'll have to um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Request that to be voided. Yes, request that to be voided, of course, and then we have to, uh, reissue the check with the new W-9.
[AGENT][NEUTRAL] Go to care.
[AGENT][NEUTRAL] Correct, but what I'm trying to make sure is where it doesn't overlap, I looked back on like the last time they sent in a W-9 for this provider and they faxed it to the claims fax number and they said on here to find attached W-9 as requested to reissue payment to correct address in [PII] and negate the policy number and the specific claim number in the insured's name.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But again, all of that was sent to the claims fax number.
[CUSTOMER][NEUTRAL] OK, so what fax number do you do you have to send W-9s to? Is it the um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Wines is different. Wines goes to, um.
[AGENT][NEUTRAL] Hold on. 844. No, that's, hold on, wait a minute. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So what I don't want to happen is me to send a request to [PII] her void it, then that gets sent over to reissue and we haven't received that new W9 or it hasn't been processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you, yeah, uh, uh, OK, uh.
[AGENT][NEGATIVE] Right. You see, there's too many, that, yeah, there's too many lines in that pie. There's too many knives in that pie.
[CUSTOMER][NEUTRAL] That's one of those great lines too many factors.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so I know this isn't, well, I've had where a provider I'm sorry, where a provider faxed me a W-9 and then I put in the request, of course, to have the VIN added for that sequence and then sent that W-9 to um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] But I'm not sure if that's, you know, uh, um.
[AGENT][NEUTRAL] Well, what I think I need the, because like I said, I looked in Onase because I saw notes on this particular policy that I'm looking at, and this has happened before and they sent in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Jeez.
[AGENT][NEUTRAL] An updated W-9 and they faxed it to the claims department so that it could be.
[CUSTOMER][NEUTRAL] Add it uh quickly, probably.
[AGENT][NEUTRAL] Yeah, uh, I guess, yeah, it says, let's see, cause [PII] had talked to him.
[AGENT][NEUTRAL] Um, [PII], the providers also verify claim has been processed due to address different advise, updated claim with W9 never received.
[AGENT][NEUTRAL] Her previous note stated will fax over for processing.
[AGENT][NEUTRAL] And then there's a document that was received that's in on base. And like I said in the notes section, it was the fax was sent to the claims department and it reads, Please find attached W9 as requested to reissue payment to correct address in [PII], and then it gives the policy number and the claim number and the member's name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, OK. Um.
[AGENT][NEGATIVE] I don't know what to do with this call.
[CUSTOMER][POSITIVE] Oh excuse me, I'm so sorry to keep clearing my throat.
[AGENT][NEUTRAL] No, you're fine. I'm, I've.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm downtown. I'm not under the.
[AGENT][NEUTRAL] I'm under the weather and I don't know what to tell him.
[CUSTOMER][NEUTRAL] OK, um, she's the way.
[CUSTOMER][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] So the last, it seems like, OK, so I think the last call that we did receive it, but we sent it to the incorrect address after receiving the correct W9 is that right?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Um, jeez please.
[AGENT][NEUTRAL] Mm, no, we never um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] But we never received it.
[AGENT][NEGATIVE] I don't, I don't, I don't, I don't know what we did. I don't know what we did because these notes are not really good and it's hard when notes are sketchy, so is my understanding of it.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK fair enough fair enough OK um well.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 844.
[CUSTOMER][NEUTRAL] OK. And so that's what we faxed, I have, um, OK, I'm sorry. I'm just gonna say the 844 fax number?
[AGENT][NEUTRAL] Uh-huh uh-huh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I didn't know anything about that, to be honest with you, [PII], just between you and I, uh.
[AGENT][NEUTRAL] Mm, the W9.
[CUSTOMER][NEUTRAL] Yeah, OK, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] But that's, you know, and then, you know, you tell them that the next claim would need to be filed submitted using the correct address. Well, that's all fine and good, but if for some reason they send it to that number, it doesn't get outdated. I send a request to [PII] to void it and reissue it. It's gonna get issued to the same address that it's still outstanding for, you see what I mean?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I do, OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Well, I see.
[CUSTOMER][NEUTRAL] I, I, I, I guess I, I, I mean, I can.
[AGENT][NEUTRAL] Should I just, should I just tell him to send it to the claims department with a note like this last time to please process, you know, and, and y'all will send it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] To be added, yes, yes.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] And y'all can send the hub request or whatever once the fax is received because I don't wanna send you know what I mean? If I send [PII] the thing now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And for whatever reason, he never sends the W-9, she's voided the check.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I it's gonna get reissued to the same address.
[CUSTOMER][POSITIVE] Yes, um, I would say yes.
[AGENT][NEUTRAL] The hot blazing fire.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, I would say yes, have him to send the um correct another, um, claim form, of course, with the correct mailing address attached with the W9 update W9. Yes.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mhm. OK. And a corrected claim.
[CUSTOMER][NEUTRAL] Well, because we'll need, because if we don't have a corrected claim, we may send it to the same address. We need a claim that shows the the correct mailing address in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the, OK, and then I'm just telling to include the claim number just like this last one that I was reading you the information that's somewhat that was in on base.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I corrected claim, I corrected.
[CUSTOMER][NEUTRAL] The correct claim with the correct mailing address.
[AGENT][NEUTRAL] That'll be 9.
[AGENT][NEUTRAL] With the W-9 and
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And the request to have it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, OK, alright, that's what we're gonna, that's how we're gonna handle this one. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, [PII].
[AGENT][POSITIVE] All right, thanks, [PII]. I certainly appreciate you walking and talking with me through it.
[CUSTOMER][POSITIVE] You're welcome honey.
[CUSTOMER][POSITIVE] You're welcome. I hope you feel better.
[AGENT][POSITIVE] OK, thanks. I appreciate it. OK. All right, bye-bye.
[CUSTOMER][NEUTRAL] OK, so, OK, alright, bye.
[AGENT][POSITIVE] [PII], thank you so much for holding for me, and I apologize about the delay, but I was trying to see what the easiest way is gonna be to have this corrected.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So send your fax. You can send the fax, just the W9 to that fax number that I've already given you.
[CUSTOMER][NEUTRAL] Oh that's.
[CUSTOMER][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] Also send the W9 along with a corrected claim form that has the correct address.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On it
[AGENT][NEUTRAL] You can fax that to our claims fax number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And on that,
[AGENT][NEUTRAL] on that fax, [PII], that you're gonna send to the claims department.
[CUSTOMER][NEUTRAL] OK. The attention should be claims department, right?
[AGENT][NEUTRAL] For that, yes.
[AGENT][NEUTRAL] Send the W9 correct a claim and request.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The check be reissued?
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] And the, and we may get disconnected, [PII].
[AGENT][NEUTRAL] I'm having some type of technical system error but include the patient's name, the claim number, and that check number that I gave you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And ask for the check, that check to be voided and reissued to the correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] still
[AGENT][NEUTRAL] Address
[AGENT][NEUTRAL] That is included with the W9 and the corrected claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, sure, we will, uh, send that information as requested. So,
[CUSTOMER][NEUTRAL] Uh, what could be the timely filing limit to submit a credit claim?
[AGENT][NEUTRAL] Well, due to we did not have the correct address, we, it just needs to be done, you know.
[CUSTOMER][NEUTRAL] Oh, OK, no limits.
[AGENT][NEUTRAL] Now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information you provided on this call, and that's it for the day.
[AGENT][POSITIVE] Well, you are certainly very well, you're very welcome. And again, [PII], I really appreciate your patience while I was checking to see how the best way to handle this was, so that we did not void that check and get it reissued to the same incorrect address again without having the W9. But the W-9 needs to be sent.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Send it to both of those locations to if it was just a matter of updating the W9 it's that first fax number, but, but because there is a check that's going to need to be voided and reissued. That's why I'm having you send it to two places.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Avoid it.
[CUSTOMER][NEUTRAL] Sure. Sure. Definitely today itself, we will uh send the W9 form out to update the same.
[AGENT][POSITIVE] OK. Perfect. OK. Well, again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK. Yes, thank.
[CUSTOMER][POSITIVE] No, that's it for the day. Thank you so much for the information provided. Have a great day. Bye-bye. Thank you. Bye-bye.
[AGENT][POSITIVE] I hope you do too, [PII], and thank you again for calling APL.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.