AccountId: 011433970860
ContactId: c1281ea9-16d3-47fe-b8c8-41b99fa1273b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457440 ms
Total Talk Time (AGENT): 142949 ms
Total Talk Time (CUSTOMER): 130899 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c1281ea9-16d3-47fe-b8c8-41b99fa1273b_20250217T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Kick it said [PII] and I'm looking for information for one of my patients claim.
[AGENT][NEUTRAL] OK, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] 02460338
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and send it verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth for my patient is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, I don't show that patient on this policy. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and you show it's from APL?
[CUSTOMER][NEUTRAL] If you need claim number, I can give you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] If you need claim number, I can give you.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] 354-930-07
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Other models
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK. And what was that patient's name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, that's showing as the policyholder, but this claim is showing for um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Climate is the there in in [PII].
[AGENT][NEUTRAL] Yes, that's who I'm showing this claim is for, and you say you're inquiring about how the claim was processed?
[CUSTOMER][NEUTRAL] Yeah, like relation to the insured child that [PII] is a child and [PII] is the [PII].
[AGENT][NEUTRAL] No, [PII] is the policyholder. [PII] is the child. And so this is for [PII].
[CUSTOMER][NEUTRAL] OK, maybe.
[CUSTOMER][POSITIVE] [PII], yeah, correct.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, it looks like his claim process. Give me one moment.
[AGENT][NEGATIVE] A visit to record due to a discrepancy with the provider's tax ID number. A letter has been mailed to the provider with instructions on resolving this discrepancy.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What was the name of the provider's office or what office you're inquiring from?
[CUSTOMER][NEUTRAL] I'm inquiring for my office name is Karo Dele Marana Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um, looks like, um, there was discrepancies saying there there was a discrepancy with the provider's tax ID number. A letter has been mailed to the provider with instructions on how to resolve this discrepancy. So it looks like we're still waiting for information from the provider in regards to their tax ID and once that information has been received, then they can go back and release the claim.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So basically, for this one, like what we have to do next because uh the information which you gave me, like I already have in front of me. So I'm calling for this one also like we are unable to assign benefits to the provider of record due to a discipline with the provider tax ID number. So can you please tell me, uh, confirm me like what we have to do next in this one.
[AGENT][NEUTRAL] Um, a letter has been sent with instructions. Do you know if the provider has received that letter?
[CUSTOMER][NEUTRAL] OK. Yeah, I have that letter also. Dear provider, we previously notified that we had received notice from the Internal Revenue Service that the combination of the name and taxpayer information no no.
[CUSTOMER][NEUTRAL] Like, uh, we have to submit our like record again to the insurances but this like I, if I got something.
[AGENT][NEUTRAL] Well, I don't know what the letter states, wherever that letter is saying that we would need, you need to submit that information to our office.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] for this information and uh.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK, OK, please give me the reference number for this one.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.