AccountId: 011433970860
ContactId: 395dfc82-2bdd-4200-be1f-39e43d61ac53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394670 ms
Total Talk Time (AGENT): 145116 ms
Total Talk Time (CUSTOMER): 78447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/395dfc82-2bdd-4200-be1f-39e43d61ac53_20250602T19:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Tacoma General Allen Moore Hospital, and I was calling to see if you had received a claim that we mailed to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 025650007
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Oh, you said that much better than I would have. And what was that?
[CUSTOMER][POSITIVE] Yeah, that was a cool yeah.
[AGENT][NEUTRAL] What was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, [PII] and the charges were $32,787.
[AGENT][NEUTRAL] OK, thank you, ma'am. Hold on one moment please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Was this for several dates of service?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] And you said from [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] It looks like most of the when I look at the claim they were from the [PII], [PII], and the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, let me pull up this thing. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me pull up this claim. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] OK, because the claim I'm looking at, it shows from a date ranges of [PII].
[AGENT][NEUTRAL] And it looks like on this claim they paid $50.
[AGENT][NEUTRAL] And with that payment at max the benefit for
[AGENT][NEUTRAL] The data service
[CUSTOMER][POSITIVE] Oh, that's interesting.
[AGENT][NEUTRAL] But it looks like it's for a facility charge so it's only did it just total.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] OK, so you don't have the claim for $32,000?
[AGENT][NEUTRAL] No, the total on this claim was $3232,787.
[CUSTOMER][NEUTRAL] Uh, and they paid 50?
[AGENT][NEUTRAL] Oh, give me a second.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, looks like there was a be notice discrepancy. Give me one moment.
[AGENT][NEUTRAL] See, OK, it looks like uh that claim was processed as we're unable to accept assignment of benefits for the claim due to a discrepancy reported to us by the IRS that is in combination of the name and the taxpayer's identification number on the account. Please visit the IRS website for additional information on how to resolve this issue and stop back up with holdings.
[AGENT][NEUTRAL] Once this has been resolved with the IRS, please send APL copy of the updated information.
[CUSTOMER][NEUTRAL] Oh boy. Um, do you have a, a letter or something that you could fax me that has that information on it?
[AGENT][NEUTRAL] Uh, I just, I pull up the EOB. Give me one moment.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I just get a call reference number from you?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] Uh yes, ma'am. [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will watch for that fact.
[AGENT][POSITIVE] OK. Well, I thank you for calling APM Ms. [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.