AccountId: 011433970860
ContactId: d1b4fed9-e895-4b62-ae24-7c3939b22add
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652630 ms
Total Talk Time (AGENT): 125285 ms
Total Talk Time (CUSTOMER): 90598 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/d1b4fed9-e895-4b62-ae24-7c3939b22add_20250314T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi there, [PII]. My name is [PII], and I have a question regarding a claim.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim. And [PII], are you calling, are you the insured or you're calling with the provider's office?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02585161
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] Uh, that was [PII] $22,283.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so you received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 3567812.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] OK, so it looks like the, uh, and so the benefits were paid to the insurer if, if there was anything paid out, but there was nothing paid out on this claim.
[CUSTOMER][NEUTRAL] For that discrepancy, right?
[CUSTOMER][NEUTRAL] I have a question. Um, will you guys accept the W-9 because we were my supervisor reviewed the W-9 and the tax IDs match.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The tax ID match what we bill and it matches on the W-9 so they are uh valid and up to date and um so she wanted to know if you guys will accept that.
[AGENT][NEUTRAL] OK, hold on one moment, let me see.
[AGENT][NEUTRAL] Let me see if a W9 can be accepted. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Uh, no, I don't mind.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] We need more information with this. This is, this is coming up too frequently to not.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And does not know.
[AGENT][NEGATIVE] We are unable to accept some of the benefits.
[AGENT][NEUTRAL] But this claim.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are.
[AGENT][NEUTRAL] OK, hello.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding, [PII]. I apologize for the wait. I was just checking with my team leads to try to get a clear answer for you, but yes, the W-9 would be fine to confirm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh awesome and is there a fax number to send it to?
[AGENT][NEUTRAL] Yes, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94. 0, actually, hold on, that's the claims. Let me give you the
[AGENT][NEUTRAL] Hold on one moment. So disregard that, I just saw this under the W9. So it's 844.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 539.
[AGENT][NEUTRAL] 3507.
[CUSTOMER][NEUTRAL] 7 attention.
[AGENT][NEUTRAL] Um, you can put attention [PII].
[CUSTOMER][NEUTRAL] Um, how does she spell that last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, awesome thank you so much we will get that out to her to update thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it for me, and, um, do you have a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. First name is [PII], last name is um [PII].
[CUSTOMER][POSITIVE] Thank you so much. You enjoy the rest of your evening and your weekend.
[AGENT][POSITIVE] Thank you [PII]. You also and thanks for calling APO.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, bye.