AccountId: 011433970860
ContactId: 3b33182e-2bf2-40c3-acd4-1e6a58662b43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491890 ms
Total Talk Time (AGENT): 176196 ms
Total Talk Time (CUSTOMER): 312396 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3b33182e-2bf2-40c3-acd4-1e6a58662b43_20250103T15:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm all right. I have a question right quick. I'm not transferring this call. I just called the keys to ask a question. We processed the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] Oh
[CUSTOMER][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?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then how, what about getting the claims?
[CUSTOMER][NEUTRAL] reissued under that W9.
[AGENT][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.
[CUSTOMER][NEUTRAL] Right.
[AGENT][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.
[CUSTOMER][NEUTRAL] Got to care.
[CUSTOMER][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 W9 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.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But again all of that was sent to the claims fax number.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] What fax number do you do you have to send W-9s to? Is it the um.
[CUSTOMER][NEUTRAL] Wines is different. Wines goes to um
[CUSTOMER][NEUTRAL] Hold on. 844, no, that's hold on wait a minute. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you, yeah, uh, uh, OK, uh.
[CUSTOMER][NEGATIVE] Right. You see, there's too many, that, yeah, there's too many lines in that pie. There's too many knobs in that pie.
[AGENT][NEUTRAL] That's one of those gray lines, too many factors.
[AGENT][NEUTRAL] Uh
[AGENT][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.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] But I'm not sure if that's, you know, uh, um.
[CUSTOMER][NEUTRAL] Well, what I think I need is the last 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.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[AGENT][NEGATIVE] Jeez.
[CUSTOMER][NEUTRAL] An updated W9 and they faxed it to the claims department so that it could be.
[AGENT][NEUTRAL] Add it quickly, probably.
[CUSTOMER][NEUTRAL] Yeah, uh, I guess, yeah, so let's see, cause [PII] had talked to him.
[CUSTOMER][NEUTRAL] Um, [PII], with providers also verify claim has been processed due to address different advised updated claim with W9 never received.
[CUSTOMER][NEUTRAL] Her previous notes stated will fax over for processing.
[CUSTOMER][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.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, wow, OK, um.
[CUSTOMER][NEGATIVE] I don't know what to do with this call.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh excuse me, I'm so sorry to keep clearing my throat.
[CUSTOMER][NEUTRAL] No, you're fine. I'm, I'm.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, downtown, not under the.
[CUSTOMER][NEUTRAL] I'm under the weather and I don't know what to tell him.
[AGENT][NEUTRAL] OK, um, she's [PII].
[AGENT][NEUTRAL] OK, so, OK, mm.
[AGENT][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 W-9, is that right?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, jee please.
[CUSTOMER][NEUTRAL] Mm, no, we never, uh.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] But we never received it.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, fair enough, fair enough. OK um well.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 844.
[AGENT][NEUTRAL] OK, and so that's what we fax I um um OK, I'm sorry. I'm just gonna say the 844 fax number?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I didn't know anything about that, to be honest with you, [PII], just between you and I, uh.
[CUSTOMER][NEUTRAL] Mm, the W9.
[AGENT][NEUTRAL] Yeah, OK, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] If for some reason they send it to that number, it doesn't get outdated. I send a request to [PII] to avoid it and reissue it. It's gonna get issued to the same address that it's still outstanding for you see what I mean?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I do, OK.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Well, I see.
[AGENT][NEUTRAL] I, I, I, I guess I, I, I mean, I can.
[CUSTOMER][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 then y'all will send it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] To be added, yes, yes.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] And y'all can
[CUSTOMER][NEUTRAL] 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.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And for whatever reason, he never sends the W-9, she's voided the check.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] I uh it's gonna get reissued to the same address.
[AGENT][POSITIVE] Yes, um, I would say yes.
[CUSTOMER][NEUTRAL] The hot blazing fire.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm. OK. And a corrected claim.
[AGENT][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].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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 some that was in on base.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I corrected claim, I corrected.
[AGENT][NEUTRAL] The correct claim with the correct mailing address.
[CUSTOMER][NEUTRAL] W 9
[CUSTOMER][NEUTRAL] With the W-9 and, and the request to have it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, OK, alright, that's what we're gonna, that's how we're gonna handle this one, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, [PII].
[CUSTOMER][POSITIVE] All right, thanks, [PII]. I certainly appreciate you walking and talking with me through it.
[AGENT][POSITIVE] You're welcome honey.
[AGENT][POSITIVE] You're welcome. I hope you feel better.
[CUSTOMER][POSITIVE] OK, thanks. I appreciate it. OK. All right. Bye-bye.
[AGENT][NEUTRAL] OK, so, OK, alright, bye.