AccountId: 011433970860
ContactId: df37d7f6-4975-4622-a49d-26fc2514901e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242399 ms
Total Talk Time (AGENT): 90633 ms
Total Talk Time (CUSTOMER): 102471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/df37d7f6-4975-4622-a49d-26fc2514901e_20250507T18:30_UTC.wav
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[AGENT][NEUTRAL] For contacting us. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII], and I'm calling from provider office regarding clean and I'm so sorry, ma'am, I cannot hear you properly.
[AGENT][NEUTRAL] OK. My, my name is [PII].
[AGENT][NEUTRAL] And I understand that you want to, um, you want me to look up the plan for you. Is that correct?
[CUSTOMER][POSITIVE] That's right, yes.
[AGENT][NEUTRAL] OK, what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is.
[CUSTOMER][NEUTRAL] 01912980
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, that would be [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the data service that you're looking for?
[CUSTOMER][NEUTRAL] Uh yes. Uh, that is [PII]. Uh, for the total charge amount of $2,616.
[AGENT][NEUTRAL] OK, thank you. I'm just looking at it now.
[AGENT][NEUTRAL] So is this a a facility bill, is that correct?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] That's right, yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] We, uh, we didn't, uh.
[AGENT][NEUTRAL] It looks like the benefit was paid to the insured. Now, that's really the only thing that I can tell you is that uh it looks like they turned in a claim on their own, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And uh it looks like any benefits that were paid out uh went to the uh.
[AGENT][NEUTRAL] To the insured
[AGENT][NEUTRAL] So that day sir
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, will you be able to provide me any information like how, how much has been paid to the insured?
[AGENT][NEUTRAL] No, I'm sorry, [PII], that's the only thing I can tell you is that is that they, uh, paid out to them and, and, uh, that's the only thing that I can say is that they, they're the ones who, who got the benefit for it. So, um, I can't tell you when they uh had it paid out or, or how much. Uh the only thing I can tell you is that, is that the, the insured turned in the claim itself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like it was
[CUSTOMER][NEUTRAL] That's all right actually it's just a procedure we have to ask, that's all. OK, so, uh, I, yes, and I have, I, I want to ask one more thing. Uh, we recently received your uh a letter from your side stating you required documentation which would provide the name and the tax ID combination. So I just wanted to, do you want an updated W9 form or do we have any credentialing issue?
[AGENT][NEUTRAL] Uh, there's not a, there's not an issue, no, there's not a credential issue, no.
[CUSTOMER][NEUTRAL] OK, so it's just the W9 need to be updated?
[AGENT][POSITIVE] Uh yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and I, I have a fax, yes, I, I do have a fax number on file which is [PII]. Is this the right one?
[AGENT][NEUTRAL] That should be enough.
[AGENT][POSITIVE] Uh, that is correct, yes.
[CUSTOMER][POSITIVE] Alright thank you I really appreciate your help, [PII]. May I get a reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter one I see is K as in kite, and we're gonna use that today's name for reference. Is there anything else that I can help with?
[CUSTOMER][POSITIVE] Uh, that's all I'm looking for today. Thank you for helping me out.
[AGENT][POSITIVE] OK, thank you for contacting us. You have a good day.