AccountId: 011433970860
ContactId: caed12b2-82fb-4424-bcf4-139f410116b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187020 ms
Total Talk Time (AGENT): 84591 ms
Total Talk Time (CUSTOMER): 32056 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/caed12b2-82fb-4424-bcf4-139f410116b3_20250624T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Jefferson City Medical Group. I wanted to see if you guys have received this claim for this patient.
[AGENT][NEUTRAL] I can verify claim status [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 01914922
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] Um, $182.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This processed under claim number?
[AGENT][NEGATIVE] 3607879 and it looks like it denied as
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Looks like it's the B notice discrepancy.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] Has to do with the provider. Let me go back up here and see if the letter is attached. One moment.
[AGENT][NEUTRAL] I do apologize, the system is slow, one moment.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Just searching for the letter, one moment.
[AGENT][NEUTRAL] OK, so it looks like they're asking for documentation for the taxpayer ID number for your account.
[AGENT][NEUTRAL] And they're asking you to visit.
[CUSTOMER][NEUTRAL] OK, so they need W9?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, where can I fax that to you?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] OK, I'll fax it to him.
[AGENT][NEUTRAL] [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.