AccountId: 011433970860
ContactId: 8f68ba60-63d9-46fa-aae9-9b3ee527d69e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363859 ms
Total Talk Time (AGENT): 147054 ms
Total Talk Time (CUSTOMER): 121041 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/8f68ba60-63d9-46fa-aae9-9b3ee527d69e_20250408T18:10_UTC.wav
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[CUSTOMER][NEGATIVE] Probably because the AC ain't on. I would hope it's not.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh it is
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Tidal Health Nanaco and um I received an EOB that had a request for some sort of information to better identify, I think our tax ID um and I just wanted to review that with you just to make sure I know what it is you need.
[AGENT][NEUTRAL] OK, so you've received information from APO regarding the tax ID number that we were needing just.
[CUSTOMER][NEGATIVE] Yeah, I've got an EOB, you know, with a denial on it, and it states that uh there's a discrepancy in the provider tax ID.
[CUSTOMER][NEUTRAL] It says the letters been mailed separately but.
[AGENT][NEUTRAL] OK, sir. Yes, ma'am.
[CUSTOMER][NEUTRAL] I haven't seen that.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] All right, so let's see, one moment.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][POSITIVE] OK, so just one moment and go ahead and give me a good callback number for you, [PII], and I can partially help you with this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Number's, uh, policy number, please.
[CUSTOMER][NEUTRAL] The member's telephone number?
[CUSTOMER][NEUTRAL] Uh hm.
[AGENT][NEUTRAL] Policy, policy, not phone. No, ma'am. Policy number.
[CUSTOMER][POSITIVE] Oh policy I'm sorry.
[CUSTOMER][NEUTRAL] Policy number is 02140646.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, thank you, give me a moment to get that information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's uh uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And what's the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Uh, data services [PII], yeah, [PII], and the total bill charge is $699.28.
[AGENT][NEUTRAL] For her that you're calling about?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is the claim number?
[CUSTOMER][NEUTRAL] Claim number is 3581022.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Give me just a moment, [PII], to pull up a couple of additional pieces of information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Yes, ma'am. OK, so what I'm going to need to do with that remark on there is to get your some information from you so that I can forward it to a person to get back in touch with you regarding that that handles this specifically. So what is your um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the phone number you gave me [PII], that is your direct comp, no extension or option or anything, OK. And then what is your last name, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, mhm, yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Mhm, thank you. And your email address?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] All right, so let me, so it's your [PII] [PII]
[CUSTOMER][NEGATIVE] [PII] mhm.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] [PII], OK. All right, let's see, um.
[AGENT][NEUTRAL] OK, so I will send an email um to the person that works with these types of notices and they will be getting back to you. I don't know that that would be this afternoon, but I am about to send the email now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. All right then. Well, is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that is it thank you very much.
[AGENT][POSITIVE] OK, [PII]. Well, thank you again for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.