AccountId: 011433970860
ContactId: fe0e725b-520f-45d0-936b-1de7da0558f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308660 ms
Total Talk Time (AGENT): 102121 ms
Total Talk Time (CUSTOMER): 72759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/fe0e725b-520f-45d0-936b-1de7da0558f8_20250514T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. This is [PII], and I'm calling from Brookwood Medical Center to check for a claim that was sent back for you. This call is being monitored and recorded.
[AGENT][NEUTRAL] OK, yes, I can check on that claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh, that was [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you and get connected please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, for the policy number that is 02539176.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, for patient's name it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that OK and you said this was um was this for an appeal?
[CUSTOMER][NEUTRAL] No, this claim was sent back for you.
[AGENT][NEUTRAL] OK, do you have that claim number?
[CUSTOMER][NEUTRAL] Uh yes, let me check.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess, for the
[CUSTOMER][NEUTRAL] Claim.
[CUSTOMER][NEUTRAL] That's for the claim number that is 3558635.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I am not showing that we have uh any updates with that claim [PII] um, did y'all send in uh the information to us?
[CUSTOMER][NEUTRAL] No, as for your notes here, [PII] just, uh, just, uh, was just sent back for another for a review.
[AGENT][NEUTRAL] OK, I'm not showing that information, um, so that might need to be resubmitted to us.
[CUSTOMER][NEUTRAL] What do you mean resubmit it.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What do you mean by resubmit it? What are we going to resubmit?
[AGENT][NEUTRAL] Um, maybe I'm not quite understanding what you're saying when you said it's for review. Um, I'm not showing any sort of update or anything like that. Um, I'm showing that it's, uh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The claim was sent back for your process because of the underpayment.
[AGENT][NEUTRAL] I'm not showing that so what I'm showing is what it states uh is information regarding the IRS that there's a discrepancy that was reported to us that between the combination of the name and the uh tax ID for this provider.
[CUSTOMER][NEUTRAL] I can give you a call reference number when the claim was sent back for you.
[AGENT][NEUTRAL] OK, well we were needing information from the IRS.
[AGENT][NEUTRAL] Did you send that information to us, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that is what we're waiting for for this current status of this claim, we need that information, that's something you can get from the IRS website and once you have that information you can send that to us.
[CUSTOMER][NEUTRAL] And the call reference number.
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Well thank you very much for your help. You too have a great day.
[AGENT][POSITIVE] Of course thanks for calling APL you too bye bye.