AccountId: 011433970860
ContactId: bbe0a1e7-904d-4c8f-a23c-faeb6801e5bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531039 ms
Total Talk Time (AGENT): 215973 ms
Total Talk Time (CUSTOMER): 146075 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/bbe0a1e7-904d-4c8f-a23c-faeb6801e5bd_20250218T19:06_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from the business office of Sacred Heart Pensacola on a recorded line for a claim status.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] My callback number [PII] and the member's ID it's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] You're calling to check the status of a claim for [PII]. What's the date of service?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Data services from [PII]. Total charges are $20,981.27.
[AGENT][NEUTRAL] Could you verify how that claim was submitted because there's no claim on file. This policy actually was active from [PII], but there is no claim on file for [PII], for [PII]. The member's name is [PII]. For [PII] for [PII].
[CUSTOMER][NEUTRAL] The claim was submitted as a paper claim and it was sent to the address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let me check another.
[AGENT][NEUTRAL] OK, so there was a payment of $1960.20 made on this claim.
[AGENT][NEUTRAL] Would you like the check number?
[CUSTOMER][NEUTRAL] Uh, could you please repeat the payment amount?
[AGENT][NEUTRAL] $1960.20.
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check number is 2020238.
[CUSTOMER][NEUTRAL] May I have the tech number?
[CUSTOMER][NEUTRAL] Issue date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it a single or a bulk check?
[AGENT][NEUTRAL] Single check. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I have the claim receive date process date, and the claim number?
[AGENT][NEUTRAL] The claim number?
[AGENT][NEUTRAL] It's 354-513-3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this claim was received.
[AGENT][NEUTRAL] [PII], it was processed [PII]. [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, could you please tell me where was the checks uh sent to?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This check was sent to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And it was cleared [PII]. The check was cleared [PII].
[CUSTOMER][NEUTRAL] You said that the PO box was [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] But that is, that is not our pay to address.
[AGENT][NEUTRAL] If that's the address that's listed on the claim, we can only send it to the address that's listed on the claim, however, I'm gonna pull up the claim to verify if that's the correct address.
[CUSTOMER][NEUTRAL] I don't see any PO box listed like that on the claim form.
[AGENT][NEUTRAL] Yep, and the payer ID on the claim form.
[AGENT][NEUTRAL] In [PII] 33, it says [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Box number 33 of the claim form is for occurrence code.
[AGENT][NEUTRAL] No, box number 33 on this UB claim is billing provider's information.
[CUSTOMER][NEUTRAL] So, uh, what is the complete address of the PO box?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please spell it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], for which state is it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This is mine.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] That is not even our address. I don't know where, where are you getting that address?
[AGENT][NEUTRAL] From [PII].
[AGENT][NEGATIVE] Yeah this is listed on the claim form so if the address is incorrect, you guys sent the information over here to us. You submitted the information to APL, and if you wanted the address billing to be different from what it is listed on the claim, then we should have received an updated W-9 and also in [PII] that address shouldn't have been listed.
[AGENT][NEUTRAL] So the check was cashed. The check was actually cashed on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Uh, where should I send in the W-9 form then?
[AGENT][NEUTRAL] But the check has been cashed, so you will have to contact your bank to verify where the check is. I gave you the check number because it's definitely been cashed. The check was cashed [PII]. It was addressed to your facility and the address that's listed on there. However, if you would like to update and send an updated W9, the fax number is [PII].
[AGENT][NEUTRAL] [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Got that. In the end, may I have the call reference please?
[AGENT][NEUTRAL] We don't provide those. You can use my name in today's date as a reference. Would you like for me to spell my name for you?
[CUSTOMER][NEUTRAL] Sure, please go ahead.
[AGENT][NEUTRAL] [PII], today's date of the reference.
[CUSTOMER][POSITIVE] OK then [PII], thank you so much for the assistance today. You have a good day and stay safe.
[AGENT][POSITIVE] Thanks for calling APL. You have a great day as well. You stay safe. Goodbye.
[CUSTOMER][POSITIVE] Thank you.