AccountId: 011433970860
ContactId: 7fe33bc7-e6ad-4a6a-b289-31c3671e6125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349829 ms
Total Talk Time (AGENT): 141962 ms
Total Talk Time (CUSTOMER): 123260 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7fe33bc7-e6ad-4a6a-b289-31c3671e6125_20250318T17:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hey, good afternoon. My name is [PII], and I'm calling from the doctor office to discuss about, uh.
[AGENT][NEUTRAL] Could you repeat yourself cause I can barely hear you.
[CUSTOMER][NEUTRAL] Can you repeat yourself cause I can barely hear you.
[CUSTOMER][NEUTRAL] My name is [PII], and I'm calling from the doctor office to discuss about uh tonight claim.
[AGENT][NEUTRAL] Sure, I can assist you with that line. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, my call back number is [PII] and the policy number is 024088889.
[AGENT][NEUTRAL] Could you verify this patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient name is uh [PII].
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] So the date is [PII].
[CUSTOMER][NEUTRAL] For bill amount $1,746.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So your name is [PII], right?
[AGENT][NEUTRAL] S H Y L A [PII] 1746.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You said the date of service was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] For the bill amount of 1746?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] We received the claim [PII]. It was processed [PII].
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there was no payment made on this claim?
[AGENT][NEUTRAL] And the reason why there was no payment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there two procedure lines?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] On the claim that you're calling in regards to, were there two procedure lines?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So it looks like we need an updated W-9.
[CUSTOMER][NEUTRAL] You want a man.
[AGENT][NEGATIVE] Yeah, we need an updated W9. It says we are unable to assign benefits to the provider of record due due to a description.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Due to an issue with the provider's tax ID number, the letter has been mailed to the provider with instructions on resolving this this.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] Dispersant fee. The issue the provider would need to resolves resolve the issue with our office to resume receiving communication regarding claim decision and benefits payment. Our claim decision, including any payment benefit for this charge has been sent to the insurer. Please contact our office with any questions. So we need an updated W-9, so it's something wrong with the tax ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let me check that.
[AGENT][NEUTRAL] So I think you need to update your credentials. We have the tax ID number of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's the correct ID correct tax ID.
[AGENT][NEUTRAL] Yes, so we need to updated the credentials.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I will update that. I will send you the form. So, uh, provide me your fax number.
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me make sure I'm giving you the correct one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. It's [PII].
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and attention?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] Sabo, OK.
[CUSTOMER][NEUTRAL] So I just only send the the blue line form or attach with the claim form.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] So I need to send W9 with attachment of credit form.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, [PII], just provide me call reference number.
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and what's your last name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Thank you for helping me.
[AGENT][POSITIVE] Thanks for calling APA. Have a good day. Goodbye.
[CUSTOMER][POSITIVE] Good bye.