AccountId: 011433970860
ContactId: 337ac4dc-f5e4-47d1-ac68-670d4e907bb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599140 ms
Total Talk Time (AGENT): 79395 ms
Total Talk Time (CUSTOMER): 67189 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/337ac4dc-f5e4-47d1-ac68-670d4e907bb9_20250303T18:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] I'm good thanks how are you?
[CUSTOMER][NEUTRAL] Good. I had you muted. I was coughing. I'm sorry.
[CUSTOMER][NEUTRAL] So I'm calling regarding policy number 247.
[CUSTOMER][NEUTRAL] 1754.
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it's gonna be for claim number 3566071.
[CUSTOMER][NEUTRAL] Can you explain the the remark code? It's saying something about the tax identification number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the provider holding as well.
[CUSTOMER][NEGATIVE] She's kind of confused.
[AGENT][NEUTRAL] OK, you need me to explain to the provider?
[CUSTOMER][NEUTRAL] Yeah, I mean if this if it's a legitimate code and it's something that we're needing, I mean I can explain it. I don't even know what to tell her after reading the code.
[AGENT][NEUTRAL] OK, uh, give me just a second, I'll take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The note says dispatch request for B notice discrepancy letter.
[AGENT][NEUTRAL] Uh yes, I'm just pulling up that letter to see what we.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, is it like a mailing address?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEGATIVE] Like that document was returned.
[CUSTOMER][NEUTRAL] Insufficient address?
[AGENT][NEUTRAL] Yeah, so they may have not even gotten the letter. I'm just taking a look here. It's um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I, I'm not sure what what the issue is. I'm just going to take a look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I almost have it figured out. Sorry, give me just a second.
[CUSTOMER][POSITIVE] Oh, you, you're fine, thank you for looking.
[AGENT][NEUTRAL] So far it looks like we're just gonna need them to to mail us an updated um W9 form.
[AGENT][NEUTRAL] Um, so it looks like we need to verify their their mailing address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but let me see if there's anything else that's needed. I'm trying to see if we can open up this letter.
[AGENT][NEUTRAL] Um, but essentially that's what that letter would have told them is that we needed an updated W-9.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but just give me just one second just so I can make sure there's nothing else.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I'm just gonna, I'm just gonna notify the examiner to upload that that um that letter into OnBase that we can we'll have it for in the future, but for now just let them know just to um send us the W-9 and then once we receive it we'll be able to um complete the review of the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and they can email it to us, can't they?
[CUSTOMER][POSITIVE] Just for a quicker
[AGENT][NEUTRAL] Uh, yeah, if you guys um accept emails.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's just W9. OK, alright, so what is it lacking that it didn't have?
[AGENT][NEUTRAL] We just need to verify the mailing address.
[CUSTOMER][NEUTRAL] OK, alright, I'll let her know.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.