AccountId: 011433970860
ContactId: 2d6ed072-8341-4ae4-9c7e-92a349537948
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 858729 ms
Total Talk Time (AGENT): 151316 ms
Total Talk Time (CUSTOMER): 132578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2d6ed072-8341-4ae4-9c7e-92a349537948_20250304T13:06_UTC.wav
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[AGENT][POSITIVE] Oh, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Baptist Health Medical Group. Um, I have a question on a payment that, uh, well, a check, a claim that was paid, um, but I think the check was sent to the wrong address.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a call back number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the policy number is
[CUSTOMER][NEUTRAL] 228-880-8
[AGENT][NEUTRAL] And what is this member's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 354-61997
[AGENT][NEUTRAL] The date of service [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For Baptist Medical Health Medical Group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Pulling up the claim, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The address on the claim, it says, it says Baptist Health Medical Group Inc. [PII].
[CUSTOMER][NEUTRAL] That's the service location, um, but the billing provider info is the Baptist Health Medical Group [PII].
[AGENT][NEUTRAL] So in box 33 on the UV that we've received, the address that I provided with to you is what's in the box. So here at American Public Life, whatever address in [PII] on the UV, that's where we send the payment to. If there's an update in the billing, then it has to be listed on the UB and also a W-9 has to be sent in as well because if it's on the UB then that we just because it literally says billing provider information in box 33.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what I was reading. The Box 33 was the [PII].
[AGENT][NEUTRAL] Not here on the claim that we have, you have an email I could send you a snippy of it.
[CUSTOMER][NEGATIVE] Oh my gosh, why does it, I don't understand why it would change, like how it would get.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there any way that I can send you the W-9 so I can get, I don't know if the check can be.
[AGENT][NEUTRAL] Did you have to send us a um a W-9 and an updated claim with along with the check because it it wasn't our, it wasn't American public life error.
[AGENT][NEUTRAL] So you have to send in an updated claim with the billing address in [PII] explaining along with the check explaining hey, this check was billed to the wrong address.
[AGENT][NEUTRAL] Could it be reprocessed and updated? What's your email address so I can send you a snippy of it.
[CUSTOMER][NEUTRAL] It's um [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, like the bird.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] On that email, can you tell me what all I need to do to fix it?
[AGENT][NEUTRAL] Mhm. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 61
[AGENT][NEUTRAL] You did say claim 354-6197, correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did you say that it shows up as a UV on your side?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that not the same thing as a CMS 1500?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] Ours is shown as CMS 1500 claim form, but you said box already 3, so it's the thing.
[AGENT][NEUTRAL] Just give me one.
[CUSTOMER][NEUTRAL] Oh different
[AGENT][NEUTRAL] It's a 1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I was like
[CUSTOMER][NEGATIVE] I'm confused.
[CUSTOMER][NEUTRAL] Oh man
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEGATIVE] Uh, it's not you. My, my computer just crashed.
[AGENT][NEUTRAL] Well, I've sent it over for you. Could you check to see if you have the email.
[CUSTOMER][NEGATIVE] Yeah, I'll check in just a second. My computer crashed on me.
[AGENT][POSITIVE] Oh, take your time. I completely understand.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] don't have any issues with it.
[CUSTOMER][NEUTRAL] [PII], would that be a reference number for this call?
[AGENT][NEUTRAL] We don't provide those unfortunately, but you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I got the email.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, where we send the information to the, oh right, oh no.
[CUSTOMER][NEUTRAL] Do I fax it or mail it?
[AGENT][NEUTRAL] Oh well you have to mail it being that we sent you a check.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So include the letter explaining the reason that you're sending the correct the claim, um, the cop the check that we sent over for you to you and also the updated W9 for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Credentials.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, will do. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL, Natasha, and have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thanks. Goodbye.