AccountId: 011433970860
ContactId: 81fd4a8e-4c51-4d78-a637-64d0529c8621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 949789 ms
Total Talk Time (AGENT): 232637 ms
Total Talk Time (CUSTOMER): 201473 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/81fd4a8e-4c51-4d78-a637-64d0529c8621_20250403T12:21_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII], and I'm calling with Saint Mary's Regional. I was calling to follow up on a medical payment status regarding a mutual number, um, on a previous call that I made.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 02555592.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you said that you're checking uh status of a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the date of service and the total charge?
[CUSTOMER][NEUTRAL] That's for [PII] of this year for the amount $28,289.98.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was processed on [PII].
[AGENT][NEUTRAL] What is the name of the hospital? Did you say Saint Mary's Regional?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Alright, so it looks like we're unable to accept assignment uh of benefits for the claim filed due to a discrepancy reported to us by the IRS, um, and that could be a combination of the name and tax ID number that's listed.
[AGENT][NEUTRAL] Um, and so you'll need to, to reach out to RS, maybe go to their website for additional information on how to resolve the issue.
[AGENT][NEUTRAL] And then once this issue is resolved.
[CUSTOMER][NEUTRAL] Yes, so we did receive a letter.
[AGENT][NEUTRAL] OK, from American Public Life?
[CUSTOMER][NEUTRAL] So we
[CUSTOMER][NEUTRAL] Yes, which was stating that you guys are requesting W9. It was certain forms, um, that you were requesting, um, guess there's a discrepancy with, uh, the pay uh payer ID or NPI. So we did fax that documentation on [PII], um, so that's when we, when I called to follow up.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It was faxed on the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I spoke with [PII] back on [PII], and she said that there was no updates on the documentation that was received from us, uh, with that requested information, so she said that she would email the supervisor on [PII] to get the matter resolved at that time.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] How was the document sent? Emailed or faxed or mailed? It was faxed to what number?
[CUSTOMER][NEUTRAL] It was faxed.
[CUSTOMER][NEUTRAL] Yeah, it was faxed to [PII] is the fax number that we were provided with.
[AGENT][POSITIVE] That is correct. Let me see.
[AGENT][NEUTRAL] And so on the W9 form that was submitted to that was faxed over to us, what was different on that one than the one that was submitted to us before the tax ID number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, I, I have no idea what you guys have on have on file before, but we did send out updated or you know what, what fax with W9 because we have, yeah, every year it's updated even if it's the same information we have the same so we just sent what we have updated for the year um so I'm not sure what you guys have, but we faxed the letter, the claim form, and the W-9.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Another one.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that was sent on [PII], right?
[CUSTOMER][NEUTRAL] Yes, it was faxed on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna check one other thing I may need to get some information from you and then um make this a call back but let me see.
[AGENT][POSITIVE] Thanks for your patience.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Did you receive any kind of payment? Did you receive a check for 150?
[CUSTOMER][NEGATIVE] No, we didn't receive anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And were there, is this for the hospital? I think they were admitted via emergency room.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, well, no, this is actually an inpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yeah, they were admitted to inpatient. They reported to the emergency room and it was admitted.
[AGENT][NEUTRAL] It's what I'm showing and I'm showing a $150 benefit issued um to Saint Mary's Regional.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this was processed on [PII].
[CUSTOMER][NEUTRAL] Hm, OK, so it was issued for the date of service between [PII]?
[AGENT][NEUTRAL] And I'm sorry, it, it looks like this may, it looks like this may have been, it looks like the policyholder may have submitted the claim as well. Well, they didn't submit it. We had to send it to them because we didn't receive the updated information at the time that claim was received, so it looks like you all submitted it originally on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And because there there was a problem with the tax identification number, um, it was issued to the policyholder the check was $150. I do see the W9.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And in this situation.
[AGENT][NEUTRAL] If there is an available benefit.
[AGENT][NEUTRAL] Let's see, it's released to the patient until we can get that cleared up. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thanks for holding [PII]ue. What's the tax ID number?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] OK, and what was the tax ID number on the claim that was sent to us?
[CUSTOMER][NEUTRAL] It's the same the [PII] tax ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I have your phone number, uh, [PII].
[AGENT][NEUTRAL] Um, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, but can you actually call like uh my main number? It's my secured line 8 yes that is [PII], no extension.
[AGENT][NEUTRAL] OK. What is that?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's your direct line.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's the other number? Is that just the main hospital number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and I have one question for you. The W9 that I'm looking at, it shows in box one Russellville Holdings LLC and then 2 it says DBA Saint Mary's Regional Medical Center. Is this the current one?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I will um have someone review and then give you a call back if that's OK, [PII].
[CUSTOMER][POSITIVE] Yes, that's fine, thank you.
[AGENT][NEUTRAL] OK, alrighty, did you have any other questions until the you get the return phone call?
[CUSTOMER][NEUTRAL] Uh, well, as, as far as that, so the, so just, just to confirm that $150 payment did it, it did indeed release to the patient or, or is that the research that you're gonna do just to confirm that that was actually released to the patient.
[AGENT][NEUTRAL] It was released to the patient.
[CUSTOMER][NEUTRAL] It was leased to the patient, OK.
[AGENT][NEUTRAL] It was.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and that was I did document [PII].
[AGENT][NEUTRAL] Go back and verify that date. Uh, it was processed on [PII], correct.
[CUSTOMER][POSITIVE] OK, OK, thank you. I just wanted to confirm that, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That was, that was all the questions that I had. Thank you.
[AGENT][POSITIVE] All right, all right. You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too take care bye.
[AGENT][NEUTRAL] Bye-bye.