AccountId: 011433970860
ContactId: 7526b76d-f29a-4b0d-aba3-81a8c3e33973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399329 ms
Total Talk Time (AGENT): 127196 ms
Total Talk Time (CUSTOMER): 94540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7526b76d-f29a-4b0d-aba3-81a8c3e33973_20250515T14:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], uh, calling for emergency medicine physicians. Verify the EU this call is made for additional information about the claim denial. Call will be monitored and recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure, ma'am.
[CUSTOMER][NEUTRAL] Policy number is 02584614.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes it's [PII] direct line.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the data service and amount of the charge?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. Charge amount is $512.12.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh let's see one moment.
[AGENT][NEUTRAL] You're calling from?
[CUSTOMER][NEUTRAL] Calling on behalf of provider's office, Travis County Emergency physicians.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I'm showing that claim paid $75 and with that payment it matched the benefit for the data service.
[CUSTOMER][NEUTRAL] OK, we didn't receive any payment. OK, the claim number is 359-597-3.
[AGENT][NEUTRAL] Uh, correct, and we paid $75. 0, wait, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, is it like
[AGENT][NEUTRAL] Give me one moment, I apologize.
[AGENT][NEUTRAL] Oh, OK, the claim was processed as um.
[AGENT][NEUTRAL] Uh, what is called be notice discrepancy, uh, the provider would need to contact IRS.
[AGENT][NEUTRAL] To get their information updated.
[CUSTOMER][NEUTRAL] I'm sorry, what is the
[CUSTOMER][NEUTRAL] I'm sorry, can you please repeat the email?
[AGENT][NEUTRAL] Uh one moment.
[AGENT][NEUTRAL] Uh, the claim process as we are unable to accept assignment of benefits for this claim due to
[AGENT][NEUTRAL] A discrepancy reported to us by the IRS and that the combination of the name and tax payer ID number on your account, please visit the IRS website for additional information on how to resolve this issue.
[AGENT][NEUTRAL] So, the provider would need to contact IRS or go to their website to fix this discrepancy.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How much?
[CUSTOMER][NEUTRAL] OK, may I know the contact number if you have that information?
[AGENT][NEUTRAL] No, ma'am, they would need to go to their website.
[CUSTOMER][NEUTRAL] What is the postal address?
[AGENT][NEUTRAL] I would assume it's [PII], but they can Google it.
[CUSTOMER][NEUTRAL] [PII], right? OK, um.
[CUSTOMER][NEUTRAL] OK, just to make sure the issue is with the combination of name and taxpayer ID, right?
[AGENT][NEUTRAL] Correct. There was a description of C reported.
[AGENT][NEUTRAL] So they would need to contact the IRS to have that information updated.
[AGENT][NEUTRAL] Or resolve the issue and then they can submit us a copy of the updated information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, just for my documentation, may I know the correct claim address and the timely filing limit?
[AGENT][NEUTRAL] Mailing address is [PII]. And I'm sorry, what other information you're needing?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] City of [PII]. OK, and the timely filing limit for the correctively.
[AGENT][NEUTRAL] Uh, there isn't one.
[CUSTOMER][NEUTRAL] No timely filing OK reference please for this call today.
[AGENT][NEUTRAL] Uh, you may use my name at today's date.
[CUSTOMER][POSITIVE] Good, thank you so much. Uh, that's it for today. Thank you for your assistance today. You have a good day. Bye-bye.
[AGENT][POSITIVE] You too, thanks for calling APL bye.