AccountId: 011433970860
ContactId: 8749a0f8-4cae-4d22-af11-b912106e37f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 829239 ms
Total Talk Time (AGENT): 126075 ms
Total Talk Time (CUSTOMER): 257163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8749a0f8-4cae-4d22-af11-b912106e37f3_20250619T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling to check on the status of a medical bill.
[AGENT][NEUTRAL] For a bill or a claim?
[CUSTOMER][NEUTRAL] Uh, well, we sent over.
[CUSTOMER][NEUTRAL] We mailed you guys a medical bill claim for services rendered for a patient we see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] 0 1711.
[CUSTOMER][NEUTRAL] It is 021-923-28 ML 8.
[AGENT][NEUTRAL] OK, I have 021 92328.
[CUSTOMER][NEUTRAL] M as in Mary, L Lima 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, what was that date?
[CUSTOMER][NEUTRAL] The date of birth for the patient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And the claim number 35.
[CUSTOMER][NEUTRAL] 84561
[AGENT][NEUTRAL] Alright, it looks like we received that claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] You said the um who is the provider for this?
[CUSTOMER][NEUTRAL] Florida University Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Also known as Davey Medical Center.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] All right, let me see here one moment.
[CUSTOMER][NEUTRAL] Because I'm also saying that there's there's quite a few different conflicting information with this that I see on on the account. I see one stating that we spoke to you guys back on the [PII] that you guys processed this claim and that you guys made a payment to the patient and the amount of $750.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, we did do that.
[CUSTOMER][NEUTRAL] And then we also have.
[CUSTOMER][NEUTRAL] And then we have an explanation of benefits showing that there's a discrepancy between our tax identification number and our facility name.
[AGENT][NEUTRAL] Uh, yes, because I have HCA uh FL University Hospital.
[AGENT][NEUTRAL] And it's showing that there was a discrepancy in the.
[AGENT][NEUTRAL] Uh, between that name, the provider name, and the tax ID. What tax ID do you have for this hospital?
[CUSTOMER][NEUTRAL] We acquired this facility quite some time ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we've updated all of our W-9s with all of the payers. Our tax ID is [PII].
[AGENT][NEUTRAL] OK, yeah, that is what I'm showing, um, so let me check real quick.
[AGENT][NEUTRAL] It looks like um.
[AGENT][NEUTRAL] Because I'm also showing that tax ID and that provider, it looks like you'll need to contact the IRS or go on their website for that um because it hasn't been updated for us yet we got the discrepancy through them.
[CUSTOMER][NEUTRAL] And when we send our updated W-9s to you guys with that information, so who can I fax our updated W9 to?
[AGENT][NEUTRAL] Yeah let me see, let me find that fax number.
[AGENT][NEUTRAL] Let me put you on hold for a brief moment while I figure out um.
[AGENT][NEUTRAL] Which fax number is the correct one, OK?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] Hi [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey,
[AGENT][NEGATIVE] I have, I believe [PII] on the line with uh Florida University Hospital, and I'm my guru died on me for some reason. I can't even get in it, but I was told to contact you, um, if there was a B notice. She's saying that she faxed over our her W-9s, um, over a year ago and then we're still getting the B notice, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, if you'll give it to me, I will help her. Thank you.
[AGENT][NEUTRAL] Alright, I'll introduce you. I'll introduce you. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I have [PII] on the line. She'll be able to help you with that, um, discrepancy, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Florida University Hospital, which was also known as Davis Medical Center. Mhm, um.
[CUSTOMER][NEUTRAL] And I am reviewing a patient's account for a payment.
[CUSTOMER][NEUTRAL] Excuse me, and so like I was explaining to the rep prior to, it states that you guys processed this claim and that she made a payment to the patient of 750.
[CUSTOMER][NEUTRAL] But but there's also.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Um, a note stating that.
[CUSTOMER][NEGATIVE] They're unable to uh provide payments to us because of a discrepancy we acquired.
[CUSTOMER][NEUTRAL] OK, what is your tax ID number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And how is that tax ID number registered with the IRS?
[CUSTOMER][NEUTRAL] The exact cook's name.
[CUSTOMER][NEUTRAL] So in our system, we show it as the Florida University Hospital is our facility name. The facility's legal name, it shows as Davey Medical Center.
[CUSTOMER][NEUTRAL] I have to know exactly how it's registered with the IRS. It it can't deviate not even one letter, uh, right now it's set up in our system as HCA.
[CUSTOMER][NEUTRAL] FL University Hospital.
[CUSTOMER][NEUTRAL] And that the facility's name is, yes.
[CUSTOMER][NEGATIVE] Well, that, that doesn't work with the IRS.
[CUSTOMER][NEUTRAL] And they kicked it back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a lot of W-9s to go through so I need to find the one for this facility. I can pull up the the one that is on file with us if if we've received one. Hold on one moment.
[CUSTOMER][NEUTRAL] So with the W-9 that we updated.
[CUSTOMER][NEUTRAL] There is a cover letter.
[CUSTOMER][NEUTRAL] That indicates that line 2 is used to report.
[CUSTOMER][NEUTRAL] The disregarded LLC, which is the actual provider organization, this is the entity in the tax that you use for cliently.
[CUSTOMER][NEUTRAL] In that state online too.
[CUSTOMER][NEUTRAL] Day Medical Center LLC.
[CUSTOMER][NEUTRAL] With the tax ID of 32.
[CUSTOMER][NEUTRAL] [PII], also known as ACH Florida University Hospital.
[CUSTOMER][NEUTRAL] And this is the W-9 that we've had registered with.
[CUSTOMER][NEUTRAL] The IRS since [PII] and it hasn't changed. Did you send that to us?
[CUSTOMER][NEUTRAL] I am not sure if I have her I would be more than happy to.