AccountId: 011433970860
ContactId: 780c450d-fcba-4c34-acb7-6519b9d6bef8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387679 ms
Total Talk Time (AGENT): 172761 ms
Total Talk Time (CUSTOMER): 138837 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/780c450d-fcba-4c34-acb7-6519b9d6bef8_20250313T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi there, [PII]. My name is [PII] with Memorial Savannah Hospital calling to check on the status of a claim we sent you all.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII], correct?
[AGENT][NEUTRAL] OK, thank you, and then did you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes 02585161.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, that was [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Uh, yes, $22,283.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] And it was sent on [PII].
[AGENT][NEUTRAL] Got it. OK, one moment please.
[AGENT][NEUTRAL] You did say Memorial University Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm so sorry bear with me just a moment it's running a bit slow today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for this claim, a bit of an uh weird situation so we did receive it. I do have that claim number and I can send you the EOB if you'd like, um, but it is stating that apparently there was a discrepancy reported to us by the IRS, um, with a combination of the name and taxpayer identification number for this account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you, you can visit the IRS website, uh, for information on how it's resolved, but until it, um, and then once you do you could just send us that information.
[AGENT][NEUTRAL] So it's essentially withheld until then. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And what is it again?
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] Um, what are we resolving? What's the, uh, the issue, I didn't get the issue again.
[AGENT][NEUTRAL] Oh yes, a discrepancy yes sorry so a discrepancy reported to us by the IRS with the combination of the name and taxpayer identification number for this account.
[CUSTOMER][NEUTRAL] You said name and taxpayer like uh the facility or the patient?
[AGENT][NEUTRAL] The taxpayer identification number for you guys, so the um tax ID.
[CUSTOMER][NEUTRAL] I, OK, so it was, uh, discrepancy where it was reported with the combo of the name and tax ID and what was the word you said after that or that was it?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, that was it. Um, I was, you can go to the IRS website to resolve it, yes, and then once it has been resolved, you can send us that in that updated information and then we can continue.
[CUSTOMER][NEUTRAL] And the name and tax ID OK.
[CUSTOMER][NEUTRAL] Let's go so.
[CUSTOMER][NEUTRAL] RS website to resolve, are you able to provide me with the claim number and receive date?
[AGENT][NEUTRAL] Absolutely, yes, um, the claim number is 35.
[AGENT][NEUTRAL] 67
[AGENT][NEUTRAL] 812.
[AGENT][NEUTRAL] And then this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Alrighty and uh that was 35 67 8 12 um [PII] received denied on [PII] for the discrepancy reported um by the IRS with a combo, a combination of the name and tax ID discrepancy, right? Go to the IRS to resolve.
[AGENT][NEUTRAL] Correct, yes, and if you need it, I can send you, yes, I can send you this EOB uh if you need that, of course, uh, do you have a fax number?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] That would be awesome.
[CUSTOMER][NEUTRAL] Yes, this is my direct fax it's um [PII] and could you please add an attention?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, you just want me to put your name as the attention?
[CUSTOMER][NEUTRAL] Uh, no, because that's my personal fax is coming directly to me, but, uh, so that I can find uh [PII]'s account, could you put account number?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, attention to account number 908549475.
[AGENT][NEUTRAL] OK, so I'm gonna read all of that back to you to make sure I heard that correctly, so I have that fax number as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then the attention will be to 908-549-475.
[CUSTOMER][POSITIVE] Awesome, yes.
[AGENT][POSITIVE] OK, alrighty, I will get that sent now. You should get it here within 10 to 15 minutes. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] 10 to 15, uh, no, just the, um, call reference number if you give them.
[AGENT][NEUTRAL] Oh yes that would just be my first name last initial and today's date uh so my name is.
[AGENT][NEUTRAL] A last initial is [PII]
[CUSTOMER][POSITIVE] Alright, awesome thank you so much for your help and I hope you enjoy the rest of your day.
[AGENT][POSITIVE] You are very welcome.
[AGENT][POSITIVE] Absolutely, you too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.