AccountId: 011433970860
ContactId: 29084923-97c0-4f56-807b-8df370e61d96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649780 ms
Total Talk Time (AGENT): 196617 ms
Total Talk Time (CUSTOMER): 83464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/29084923-97c0-4f56-807b-8df370e61d96_20250320T21:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, patient policy number is 01677458 M as in Mike.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name and date of birth of the patient is [PII], I'm sorry, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of services.
[CUSTOMER][NEUTRAL] [PII] and the amount is $10,825.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], see if I can find it.
[AGENT][NEUTRAL] And for future you can check claim status online through our website. For future you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Um, let's see. OK, bear with me, let me pull this thing on my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you spell out your name, please, until that?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I get the claim status, please?
[AGENT][NEUTRAL] I'm waiting on the system, bear with me.
[AGENT][NEUTRAL] OK. So it looks like we processed this claim on [PII].
[AGENT][NEUTRAL] And um it looks like there is a discrepancy with the provider's tax ID number um so we just need that information to be fixed um and sent back to us so we can go ahead and continue the processing of this claim.
[CUSTOMER][NEUTRAL] Can I get the received date?
[AGENT][NEUTRAL] Uh yes, uh, let's see, one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm waiting for the system, bear with me.
[AGENT][NEUTRAL] OK. So we received this claim [PII].
[AGENT][NEUTRAL] And we make the decision on [PII].
[CUSTOMER][NEUTRAL] OK, what is the denied reason, please?
[AGENT][NEGATIVE] We're unable to assign benefits to the provider of records due to a discrepancy with the provider's tax ID number.
[CUSTOMER][NEUTRAL] Invalid tax ID?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can you provide the correct tax ID?
[AGENT][NEUTRAL] We don't have that information to provide. We need that information fixed.
[CUSTOMER][NEUTRAL] OK. Invalid provider tax ID right?
[AGENT][NEUTRAL] Yes, um, yeah, the denial reason again is we're unable to assign benefits to the provider of records due to a discrepancy with the provider's ID tax ID number, so we just need this information to be sent out to us again with the correct tax ID.
[CUSTOMER][NEUTRAL] OK. We needs to bill?
[CUSTOMER][NEUTRAL] With the correct tax ID.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Can I get the claim number until that?
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK, the claim number is 3573078.
[CUSTOMER][NEUTRAL] Uh yeah, we have billed the tax ID is [PII]. Is that incorrect?
[AGENT][NEUTRAL] OK, um, um, yeah, the information that is in the in in the claim is incorrect.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEGATIVE] Yes, that's incorrect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I get the mailing address?
[AGENT][NEUTRAL] Sure, that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat the ZIP code again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry for that. I apologize. Uh, uh, could you repeat that, please?
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] I miss that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can I get the timely filing limit?
[AGENT][NEUTRAL] We don't have timely funding limits.
[CUSTOMER][NEUTRAL] OK. Can I get the call reference number, please?
[AGENT][NEUTRAL] OK, uh, we don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK. Thank you so much for providing the information. Have a nice day. Thank you.
[AGENT][POSITIVE] You're welcome you as well. Thank you for calling me. Yeah, no problem.