AccountId: 011433970860
ContactId: afa783e5-abfa-46fd-a3ba-4767a2802fe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504959 ms
Total Talk Time (AGENT): 133608 ms
Total Talk Time (CUSTOMER): 141850 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/afa783e5-abfa-46fd-a3ba-4767a2802fe3_20250430T19:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. Last name is [PII]. How are you doing today?
[AGENT][NEUTRAL] Doing fine. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I'm calling from the provider's office for some medical claims. Could you assist me on those?
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02500279
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service was it for?
[CUSTOMER][NEUTRAL] [PII], charge amount is $1,253 even.
[AGENT][NEUTRAL] And what's the procedure code?
[CUSTOMER][NEUTRAL] 74178 Q as in Quebec. Second procedure is Q as in Quebec 9967.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's I think 48.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we did pay that claim.
[AGENT][NEUTRAL] Hold on just a moment, I'll give you the amount.
[AGENT][NEUTRAL] $423.19.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] What's that? it was paid to?
[AGENT][NEUTRAL] What address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. That's not the address that the payment should be issued to.
[AGENT][NEUTRAL] OK, hold on let me pull up the claim and see what it has on the claim.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what address should it have been sent to?
[CUSTOMER][NEUTRAL] Uh, it should be billed to the address of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not what's on the claim, so unless you send in a corrected claim, we can't send it to that address. What's on the claim is [PII].
[CUSTOMER][NEUTRAL] Uh, so that's the facilities address. We have a different way to address to it.
[AGENT][NEUTRAL] OK, so whatever's in [PII], that's uh what we have to send it out to unless you want to send in a corrected claim now.
[AGENT][NEUTRAL] With the PO box on it.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEGATIVE] It was sent to the wrong address.
[AGENT][NEUTRAL] And what was on the claim?
[CUSTOMER][NEUTRAL] OK. Uh just a moment.
[AGENT][NEUTRAL] But we don't have the PO box address.
[CUSTOMER][NEUTRAL] Uh, is there any way we will update the W9 form and then you can, uh, send that to us?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you would have to send a W-9 with the corrected claim with that address in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] What's the fax number, mailing address to submit the form?
[AGENT][NEUTRAL] The uh mailing address is [PII].
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the fax number is 87.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Sorry about that. 365 9.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Attention to
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What's the call reference number?
[CUSTOMER][NEUTRAL] Hello. Could you please provide me the reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day. Bye.
[AGENT][NEUTRAL] I