AccountId: 011433970860
ContactId: 3f05d771-0ca2-4499-81c0-14446d1c89dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223750 ms
Total Talk Time (AGENT): 112485 ms
Total Talk Time (CUSTOMER): 88481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3f05d771-0ca2-4499-81c0-14446d1c89dd_20250512T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. I had just called and talked to [PII].
[CUSTOMER][NEUTRAL] And um uh some of my claims have been paid to the patient because uh they said a discrepancy with the tax ID or whatever you guys got keyed in. Where can I send a, where can I send a new W-9 form?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me give you your fax number to send that W9 form.
[AGENT][NEUTRAL] Put attention claims department.
[AGENT][NEUTRAL] And our fax number is [PII]. And may I ask your name please, ma'am?
[CUSTOMER][NEUTRAL] Uh, hold on one second, claims department.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK. I was just jotting what you told me down. Uh, this is [PII].
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last initial [PII] and I'm calling from Northeast Georgia physicians Group.
[AGENT][NEUTRAL] Alright, let me write that down just so I can make Northeast Georgia physicians Group. What's your tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have that particular policy number?
[AGENT][NEUTRAL] I'm that patient.
[CUSTOMER][NEUTRAL] I do. I do. There were 2 of them.
[AGENT][POSITIVE] Yes, give me that
[CUSTOMER][NEUTRAL] Uh, the first one is going to be, hold on one second, I think I'm already made notes on hers and got hers out of my queue. Uh, the second one is going to be uh 02564437.
[AGENT][NEUTRAL] OK, uh, that's what I needed. I'm just gonna make a note of it that you've called back and um that I'll give you that fax number, OK, Gay, now is that all that I can help you with?
[CUSTOMER][NEUTRAL] So what do I mean it stated that there was a discrepancy with the uh.
[CUSTOMER][NEUTRAL] Tax ID with the.
[CUSTOMER][NEUTRAL] Federal government.
[AGENT][NEUTRAL] Well, uh, what it is is our the tax ID number that we have, uh, incorporated into APO system and whatever is with the IRS is not is we I guess need to either either update ours because there's something not matching so what that's why we need a a correct yeah uh a more updated maybe W-9 maybe we hadn't had one in years so um we're just trying to get our system updated so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][MIXED] OK, but my payments were sent to the patient because of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, that is what we're having to do until we get that W9. So go ahead and get that into us today, [PII].
[CUSTOMER][NEUTRAL] OK, uh, uh, my question is, do I need to put anything on the cover sheet?
[AGENT][NEUTRAL] Uh, just put that that you are sending this information in to correct the W9 that APL has loaded.
[CUSTOMER][NEUTRAL] Other than the
[CUSTOMER][NEUTRAL] Uh, what has loaded?
[AGENT][NEUTRAL] The right, the discrepancy in the IRSW 9.
[AGENT][NEUTRAL] Yeah, but when they put your tax ID number in, they're gonna know why you're sending it, so.
[CUSTOMER][NEUTRAL] OK, OK, I'll get that because I've copied it. I've got it. I'm ready to send it.
[AGENT][NEUTRAL] OK, girl.
[AGENT][POSITIVE] Yes, ma'am. Well thank you so much, [PII], and that's all I can help you with.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] OK, well, yes, ma'am, [PII], and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.