AccountId: 011433970860
ContactId: 9ea816fb-7783-4799-a1c7-a42817ba625d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579380 ms
Total Talk Time (AGENT): 129134 ms
Total Talk Time (CUSTOMER): 278748 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/9ea816fb-7783-4799-a1c7-a42817ba625d_20250210T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. Um, I'm calling from Sweetwater Medical Center here in [PII].
[CUSTOMER][NEUTRAL] Um, I'm not sure who I would need to speak with, um, or if you could help me, um, I'm actually reaching out, um, I actually am just calling, um, to see, I guess to check to see, um, what physical address you guys would have on file for us, um, for like any um claims um any checks that would be sent out.
[CUSTOMER][NEUTRAL] Um, end of last year we had sent out or we had switched billing addresses or billing company sorry and um we were in a spot where we had a bunch of um checks that went to an old address or old billing address that we never received, so we're trying to reach out to um a bunch of insurances that we go through for our patients.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, just, just to make sure we have, um, I guess our right address on file with you guys to make sure the checks should go to the right places, um, if that makes sense.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, all right, [PII], uh, what is a good phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, so give me just a second and let me research who I need to get you to to make sure we have the right address for y'all, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem. Hold on just a moment for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Why, is my computer aching so bad.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you, memory?
[AGENT][NEUTRAL] I'm good. um, I have a, um, provider on the line calling to verify what address we have for them, um, that we send claim checks to.
[CUSTOMER][NEUTRAL] OK, um, do you have a recent check number or claim or something that we've sent that we could.
[CUSTOMER][NEUTRAL] Look at
[AGENT][NEUTRAL] I do not know. I can check with her. This is the first time I've ever had a call like this, so I was like, um, let me see.
[CUSTOMER][NEUTRAL] OK, the, the reason I ask is because you know some of our tax IDs could have anywhere between 1 or 2 up to hundreds of addresses depending on how big that business is I guess you could say so to be able to verify it just by their tax ID would be very difficult so unless they have um a specific.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient or insured that they're looking to see if we've made a payment for um I don't know that we would be able to confirm without going through every single address we have in our VIN screen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if they have a check number.
[CUSTOMER][NEUTRAL] That maybe they've called before and said hey this check number was supposed to be sent to us but we don't have it yet then we can verify like that or if they have a patient.
[CUSTOMER][NEUTRAL] Insured policy number um that they can say this state of service you know we were told it was processed but we still haven't gotten anything then we can verify that way because like I said like some places have hundreds of tax like addresses associated with their tax ID and so it would be.
[CUSTOMER][NEUTRAL] It would be a lengthy process. I mean we could go through one by one if they don't have anything, but it would be quicker to verify for a specific location if they have an insured.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a claim that they need to essentially check status for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I just need to ask her for that and then transfer her over to you if she does?
[CUSTOMER][NEUTRAL] You can, yeah, um, and then, um.
[CUSTOMER][NEUTRAL] If she doesn't then I would just get that tax ID get the address that it should be and what you know submit that hub request or something and just kind of put in that hub request or in the, you know, whatever it is that you submit to us for review that they did not have a specific claim that they were looking for they wanted to make sure that this address was on file.
[CUSTOMER][NEUTRAL] And we can call back and let them know yes or no or you know they can submit a W-9 and we'll get it added. I mean it's gonna be one of the two.
[CUSTOMER][NEUTRAL] Situations yeah so if they don't have a specific claim they're actually needing like status on like that they know they should have been paid for or they've been told they should have been paid for that we can look at and verify that the address matches where it should go um then it's going to take us some time to actually look at it and we'll we'll need to do a call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, uh, let me check with her real quick and see if she has a specific person, and if not, I'll get all the information and just submit a request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] Alright, hold on just a second, let me just double check with her.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So do you have a specific person that you're waiting on a claim um that you have like a claim number for?
[AGENT][NEUTRAL] Or are you just calling in general?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Um, yeah, kind of, I guess just in general, um, we have a list, but we're unable to look up like the patient unavaility we just have like a list of check numbers and like the amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you haven't received them yet?
[CUSTOMER][NEUTRAL] Um, so really the
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alright, so yes I've got somebody in our claim support department that can look up those checks for you and see what address they're supposed to be going to.
[CUSTOMER][POSITIVE] OK perfect alright thank you.
[AGENT][NEUTRAL] Alright no problem [PII] was there anything else I could do for you before I transfer you?
[CUSTOMER][NEUTRAL] Uh, nope, that should be it.
[AGENT][POSITIVE] All right perfect thank you so much um thank you for calling APL and you have a wonderful day. Hold on just a moment for the transfer.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, [PII], um, I have [PII] on the line she's gonna help you out with those check numbers today. [PII], she does have some check numbers that they are still waiting on that she needs to check the address that they went to.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][POSITIVE] All right. Well, thank you so much, [PII]. Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you as well. Thank you for your help.
[AGENT][POSITIVE] No problem. Bye-bye.
[CUSTOMER][NEUTRAL] Hey [PII]