AccountId: 011433970860
ContactId: b30e7f40-0e9e-4d4a-8376-d6a426a4b4d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1438060 ms
Total Talk Time (AGENT): 413826 ms
Total Talk Time (CUSTOMER): 291518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b30e7f40-0e9e-4d4a-8376-d6a426a4b4d4_20250429T13:23_UTC.wav
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[CUSTOMER][NEUTRAL] The second is what it says.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes ma'am. Hi, I was, I'll delete it for you right now. Oh, I'm sorry about that. Just one moment.
[AGENT][POSITIVE] Mhm, sure, take your time.
[CUSTOMER][NEUTRAL] Ma'am, OK, I'm sorry about that. Um, hi, my name is [PII] calling from a provider's office and um the reason why I'm calling is I need to speak to a department um about our W-9. I've been sending a W-9 and a letterhead for I, I can't even tell you how many months now, probably for 5 or 6 months of updating our W-9 and it's still not updated.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEGATIVE] Still not
[CUSTOMER][NEUTRAL] They're still coming, the check is still coming under the doctor's name instead of our LLC.
[AGENT][NEUTRAL] OK, so let me do this. um, [PII], what's a good contact number in case we're disconnected and um, well, let's do that first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Thank you for that. And then, OK, so you've been trying to update your W9 for about 5 to 6 months, it's still not updated and the check is going to, it's coming under the doctor, not the company.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Well we've been I've been updating it since like last year but I've been really like sending it.
[CUSTOMER][NEGATIVE] Every month for the last, you know, um, 5 or 6 months now, but I, I, I sent it when we were updating it last year and the year before, but just I'm just really like keep sending it now and I'm like oh we're still not getting it updated.
[AGENT][NEUTRAL] OK. So if you don't mind, I'm gonna place you, well, actually, let me do this. What's the name of your, of the um facility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] of Farmerville.
[AGENT][NEUTRAL] And can you spell the Nilla for me?
[CUSTOMER][NEUTRAL] Uh, capital N and then E L A.
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] A farmable.
[CUSTOMER][NEUTRAL] F A R M E R V I L L E.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Let me look at this, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What's your tax ID?
[CUSTOMER][NEUTRAL] Our tax ID in this office is [PII].
[AGENT][NEUTRAL] All right, and [PII], do you mind if I place you on just a brief hold while I look in the system and then um if I'm unable to help, I can get uh see who the representative would be because we don't have a number for the rep that handles these. Um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK, that's fine. I've just been sending them to like the claims department is where I've been sending them the addressing them to the claims department and um so I don't know if it's just not going to the right department or you know if I need to fax it or what I need to do but since it's been so many months I figured I just need to call and figure this out.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, so that may exactly be what it is. Um, let me look on our end and then we do have a fax number that I can give you as well, but I want to see what we have or don't have here.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you.
[AGENT][NEUTRAL] All right. You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So,
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Well, what we're showing is like you said the Nila Dental of Farmerville, Farmerville Dental LLC and then the address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the checks are getting addressed to the doctor, so like the check that I just received yesterday was addressed to [PII].
[AGENT][NEUTRAL] OK, what's that check number?
[CUSTOMER][NEUTRAL] Which on the W9 it doesn't say LLC on our W-9 it just says Neila dental formable but we are business. I'm sorry, what would you say?
[AGENT][NEUTRAL] What's the check number on that check you received?
[CUSTOMER][NEUTRAL] OK, because I got two checks, um, the same, um, two different people, but the check number, is that what you're needing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 3591375
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Wait, that, that's the claim number. Hold on one second. I can pull it up.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I might have read you the wrong, uh.
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] No, it's totally fine. I found it.
[AGENT][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Is that the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII], yes, yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And do you mind if I place you on just another brief hold? I'm just looking into this to see what
[CUSTOMER][NEUTRAL] No, that's fine. Do you want, well, actually there's 2, there's 2 chicks, um.
[AGENT][NEUTRAL] What the issues, OK.
[CUSTOMER][NEUTRAL] Uh, let me see, they're probably both either they're both his or they're both under the same family file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] Y. The other one is this, it's, he's the insured, but it's for [PII].
[CUSTOMER][NEUTRAL] But they're both under the doctor's name, the chicks.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just gonna place you on just a brief hold while I look into this, OK? 99. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] OK, wait a minute. This is not right.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And then it's the 13 so OK this one so I need to see.
[AGENT][NEUTRAL] That's because that's how I came over, but let me make sure though.
[AGENT][NEUTRAL] Mine's not talking the out base I mean on base. OK, let's do it 12345678.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And then when was this claim finished?
[AGENT][NEUTRAL] That's not gonna give me what I, well, I can look for 414.
[AGENT][NEUTRAL] Yes
[AGENT][NEGATIVE] And anyway, this is wrong.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I doubt that we can change anything on there.
[AGENT][NEUTRAL] But on the claim form, it does say Farmerville Dental.
[AGENT][NEUTRAL] Under [PII]
[AGENT][NEUTRAL] So I can't answer why it's going, why it's in the name of the doctor.
[AGENT][NEUTRAL] So what do I do?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Alright, well, this, this is not even working. There's nothing even on here.
[AGENT][NEUTRAL] So then when was that updated?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let claim figure it out.
[AGENT][NEUTRAL] Would that be claims though?
[AGENT][NEUTRAL] OK. I don't know.
[AGENT][NEUTRAL] Is [PII] here yet?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. I'm just trying to get the answer for you. Um, are you OK with holding or do you want me, you're OK? OK, I just want to check that with you.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm speaking with my um team lead now.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Alright, because, uh, so just to let you know what I see. So I pulled like your
[AGENT][NEUTRAL] Like where all your credentialing information is, yeah, well, not really the form, just like where we have it, and it matched your like the business information.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I looked at the actual claim for like the claim form for this check, and it has the business name on it too, so I'm not sure why it's showing the dentist. So that's what we're trying to figure out because everything shows the business.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, so I'm getting ready to see what to do because usually I was thinking well maybe the claim form shows his name or something, but now it, it said Farmville Dental too, so I really don't know, but I'm talking to my team right now to see what we can do, um.
[CUSTOMER][NEUTRAL] Yeah, it does.
[AGENT][NEUTRAL] Or, or what the next steps are so that we can get it corrected.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] You're welcome. Um, so she just responded. It'll be just a few more minutes, OK?
[CUSTOMER][POSITIVE] OK, that's no problem.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] You're welcome. You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, um, so thanks again for holding. So what I'm going to do is, um, send a request over, well, basically I'm sending this claim here back to claims for them to reprocess it but not fully, just so
[AGENT][NEUTRAL] That they can get to the billing part and, you know, see why they, the payee is still listed as the dentist versus Farmville that it shows on your W-9 and our screen here and then uh they can do the research on their end and then correct whatever because
[AGENT][NEUTRAL] Nobody else because we have representatives that do the W-9, but all the information is correct, so it's not the W-9. We need to figure out why the claims checks are right, are still showing the dentist for the payee, but everything else shows the business. So that's part of, but I have to send it through as a reprocess so that it'll get in their queue and they can.
[CUSTOMER][NEUTRAL] The claims area.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Look into it.
[CUSTOMER][NEUTRAL] OK, so what do I need to do with these two checks? Is this something I just need to go ahead and take cash and then from going forward it should be fixed or are y'all reissuing out just don't cash it and discard it and y'all reissuing out new ones?
[AGENT][NEUTRAL] Um, it's up to you. If you want to cash it, you can. If you want to hold on and I'll have them give you a call or email you updates and things, then, um,
[CUSTOMER][NEUTRAL] Yeah, we're just trying to fix it so our taxes, you know, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's it's up to you if you want to if you want to cash it now, um, I mean the, the, you can, if you want to wait and see what the outcome is and have them reissue, we can do that too. So whichever, whatever you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well.
[AGENT][NEUTRAL] But when I send the request, I'm sorry.
[CUSTOMER][NEUTRAL] Uh-huh. No, go ahead.
[AGENT][NEUTRAL] Um, when I send the request over to them, I'm gonna put your name and your phone number in so that they can, you know, reach out to you, [PII]e you an update, let you know, just keep you up to date in the loop, really.
[CUSTOMER][POSITIVE] OK, perfect. Do we know like how long that will take for somebody to reach back out to me?
[AGENT][NEUTRAL] Well, I made it urgent, so usually that's 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK, I'll I'll hold these checks for a couple of days, um, or this week to see if they call back.
[AGENT][NEUTRAL] OK, and did you prefer a call or an email because I can put both in there.
[CUSTOMER][POSITIVE] Um, a call would be wonderful.
[AGENT][NEUTRAL] OK, and it's the same [PII]?
[CUSTOMER][NEUTRAL] Yes, if, if they call me before, if they call me um by Thursday that would be the right number.
[AGENT][NEUTRAL] OK, well then I'm going to put the call before Thursday.
[CUSTOMER][NEUTRAL] I won't be in the office Friday so what was that?
[AGENT][NEUTRAL] As I said, well then I'm gonna put the call no later than Thursday.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, I'm putting that in for you now and again, my name is [PII]. I'm the only [PII] here. There's no call reference number, but you can use my name in today's date. Um, the first initial to my last is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and I really appreciate your help. Thank you so much. I'll just wait for a call on an update to see. I won't send another W9 then um so I'll just wait for an update of the of the call and hopefully they'll call me by Thursday and we'll have something to see if it's been fixed.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, you did a fantastic job. Thank you.
[AGENT][POSITIVE] Well, thank you. Thanks for calling APL and we'll be talking to you shortly.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][POSITIVE] Alright, have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.