AccountId: 011433970860
ContactId: d960ad4f-240c-4f57-bf48-6b0f0f084ee8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493019 ms
Total Talk Time (AGENT): 146088 ms
Total Talk Time (CUSTOMER): 272851 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d960ad4f-240c-4f57-bf48-6b0f0f084ee8_20250113T21:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Well, hi, [PII]. It's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good I'm good. So I have a call. The reason I'm transferring is, um, this is the provider's office and her name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is actually the one that you see on the sys on the screen is what she gave us a call back, but it's on policy number 248-4149 for Gannett.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] And it's regarding a check that's already been voided and reissued once to the correct address.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] But she's questioning why it was made out to who it was made out to Doctor Do.
[CUSTOMER][NEGATIVE] He was the training, she said that's and I can't pull it up and on base. I can't even look at this claim and on base. It told me I don't, I can't, it told me it's not gonna let me look at this. Let's put it like that on base not being very nice to me at the moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But anyway, cause she says on the claim form, this doctor was like a treating doctor, but it should be made out. Anyway, she's saying that
[CUSTOMER][NEUTRAL] Who it's made out to versus what is marked on the claim is not correct. The address is correct, but it should be made out to a different to the provider that owns the practice is what she's saying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what, which claim number was that? the one ending in 355?
[CUSTOMER][NEUTRAL] Yes, uh huh, because that's the one that was reissued mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK alright one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I, they said I didn't have access to that. I was like, really? So I tried it again and said I still didn't have that. I was like, OK.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] They stripped me on my right and I didn't even realize it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, if they didn't want making it out to them, let me, let me do more thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't even see any other practice listed under that tax ID in in our system. OK, well, that's what they I oh.
[CUSTOMER][NEUTRAL] Other than that, Doctor [PII] or whatever.
[CUSTOMER][NEUTRAL] I don't know. And I can't see what she's talking about on the claim itself, so.
[AGENT][NEUTRAL] that's.
[AGENT][NEUTRAL] Put her through, so I can let her know. I'll put that on the claim form.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK, well.
[AGENT][NEUTRAL] So we put it on the check.
[CUSTOMER][NEUTRAL] And she's and that is still out there, so that's um
[CUSTOMER][NEUTRAL] I don't know, I mean, it was issued way back in November, so anyway, but.
[CUSTOMER][POSITIVE] Are you ready to speak to Ms. [PII], Ms. [PII]? All right. Thank you so much and you have a nice evening, OK?
[AGENT][POSITIVE] I'm ready. Put it through. I'm ready. Thank you so much.
[AGENT][POSITIVE] You too. Thanks.
[CUSTOMER][POSITIVE] Uh, thank you. Bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] with APL claims department. How are you?
[CUSTOMER][POSITIVE] I'm good thanks how are you?
[AGENT][NEUTRAL] I'm good. I understand you had questions in regards to a check that was issued.
[CUSTOMER][NEUTRAL] Yes, yes. We are.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Seems to be, it seems to that it was made out to the treating provider.
[CUSTOMER][NEUTRAL] Who is actually no longer with the practice, um, instead of the billing provider, so I don't know what we need to do to get that changed.
[AGENT][NEUTRAL] So who is the training provider because box 48 states Bao.
[AGENT][NEUTRAL] And box 48 is.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] That that's what was put for billing dentist or dental entity box 48, so that's what we used.
[CUSTOMER][NEUTRAL] So that's so
[CUSTOMER][NEUTRAL] So that's so interesting because on my end it shows like the billing provider is Doctor [PII], the owner doctor, and so in box 48, it shows his name, but then under treating provider in box 53, it shows um Doctor [PII].
[AGENT][NEUTRAL] I didn't
[AGENT][NEUTRAL] OK, um, do you, I can screenshot this and email it to you so you can take a look at it.
[CUSTOMER][NEUTRAL] Well, that's, that's, I mean, that's obvious, that's fine if that's what you have. So what would we need to do to get that fixed?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you need to send us back the check access to voided, and then send a claim with the corrected information on it?
[CUSTOMER][NEUTRAL] OK. So I don't even, I think.
[AGENT][NEUTRAL] Because if we, if we, if you send it back, we're going to reprocess it and do the same thing because the information we have hasn't changed. Box 48 is still gonna say Vio so we would need a corrected claim and then you can send the claim back and tell us to void and reissue, but it needs to be issued to the correct provider.
[CUSTOMER][NEUTRAL] OK, and OK, so what is my best way to get this corrected claim to you?
[AGENT][NEUTRAL] Um, well, you might wanna.
[CUSTOMER][NEUTRAL] And what claim number should I reference the original one?
[AGENT][NEUTRAL] Well, you'll have to mail it because if you
[AGENT][NEUTRAL] If you send the corrected claim, it's gonna deny as a duplicate saying well we've already paid this claim, um, so you don't want the claim to get to us before the check does so I would just send it all at one time by mail and then just indicate on a on letterhead hey please void this check reiss to the correct provider on the corrected claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me make sure we have.
[CUSTOMER][NEUTRAL] The correct claims address then for me to send this. I have [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'm not even sure if we have the check any longer, so I, I know the rep just confirmed that it's still outstanding, um.
[CUSTOMER][NEUTRAL] Can I just, if we don't have the check cause I imagine we probably, I wish I, well, we thought it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, OK, so.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, we thought it was being reissued under the correct.
[CUSTOMER][NEUTRAL] Um, billing provider from the last time we, so I don't think, I think we shredded it. Um,
[CUSTOMER][NEUTRAL] So yes, if we don't have it and it's still outstanding, am I able just to send a corrected claim with that note to void and reissue under the correct billing? OK, perfect. All right, then that is what I will do. Um, all right, thank you. For now I have finally got to the bottom of this. This is, you're the first one that's told us that it's you and the representative previously are the first one that has told us that it was made out to Doctor [PII], so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah, yeah, that's what's on the phone. Mhm.
[CUSTOMER][NEUTRAL] That explains things.
[CUSTOMER][POSITIVE] OK. All right. I will get that corrected and get that sent in. Thank you so much.
[AGENT][NEUTRAL] OK. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, nope, I think that's it.
[AGENT][POSITIVE] Well thank you for calling APO. You have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye now.
[AGENT][NEUTRAL] Bye bye.