AccountId: 011433970860
ContactId: e4dc6de8-d0b2-42e9-8163-8f084da55e2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337920 ms
Total Talk Time (AGENT): 91327 ms
Total Talk Time (CUSTOMER): 114983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/e4dc6de8-d0b2-42e9-8163-8f084da55e2a_20250507T21:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Christopher Rural Health, and I am having a claims processing issue that I'm hoping you can help me with.
[AGENT][NEUTRAL] OK. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I should, I have a card in front of me. Policy number 02501002.
[AGENT][NEUTRAL] OK, I'm sorry, could you repeat that again? 2025.
[CUSTOMER][NEUTRAL] 01002.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sorry, my system just decided to freeze up. Hold on one moment.
[CUSTOMER][POSITIVE] Got to love that.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Always the excitement of the day.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's see. 2251.
[CUSTOMER][NEUTRAL] Anyway, this is calling on behalf of [PII].
[CUSTOMER][NEUTRAL] Please give me a call back. My number is [PII].
[AGENT][NEUTRAL] OK. And do you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] OK, and are you checking on a claim, or?
[CUSTOMER][NEUTRAL] Yes, we received a letter, um, stating that um our tax ID is not matching up with what you have that we're billing with.
[CUSTOMER][NEUTRAL] Um, and we sent a W-9, so we're not sure why the claim won't process or so I'm hoping that you can look it up and let me know what you have and.
[CUSTOMER][NEUTRAL] We can get this figured out.
[AGENT][NEUTRAL] OK, um, let's see, did you get like a B notice from us or?
[AGENT][NEUTRAL] Do you, do you know what type of nose?
[CUSTOMER][NEUTRAL] Um, well, all I can tell you is it says APL on top and then it, um, has the patient's name data service patient account number and then said we previously notified you that we received notice from the internal revenue Service that the combination of the name and taxpayer identification number on your account with us is incorrect and then it just keeps going on like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the claims department APL, so I don't know what.
[CUSTOMER][NEUTRAL] How you classify the letter but.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, it looks like I've got a contact here, um, that I can transfer you to. Let me look and see if she's available first before I try, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The opposite 4. Let me look at the other contact. Hold on one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it looks like I do have uh [PII] available. Um, let me get her and I can reach her. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, um, you said you're [PII], and what, uh, provider's office are you with?
[CUSTOMER][POSITIVE] All right thanks.
[CUSTOMER][NEUTRAL] Christopher Rule Health is our group name.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] You've reached the desk of Sandy Potter upstairs.
[AGENT][NEUTRAL] OK, [PII], it looks like I got her voicemail, so um I can send them a message. Uh, we have a [PII] and [PII] that can help with this. Um, what's a good contact is [PII]. Is that a good contact for tomorrow?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's my direct line, so yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will give them this message to contact you back tomorrow about the tax ID discrepancy.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye.