AccountId: 011433970860
ContactId: 0021f9e8-66de-44da-8bdc-f1045ca9ccb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199919 ms
Total Talk Time (AGENT): 97178 ms
Total Talk Time (CUSTOMER): 84703 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0021f9e8-66de-44da-8bdc-f1045ca9ccb5_20250514T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am trying to register online. I'm with the provider's office and I'm putting the patient account number in and the tax ID number, but it's telling me it's not found.
[CUSTOMER][NEUTRAL] And then I could call you guys for help.
[AGENT][NEUTRAL] OK, alright, um, I can help you with the online service center. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Hi [PII] and call back is [PII].
[AGENT][NEUTRAL] Thank you Ms. [PII], and then what is uh the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Excel therapy specialist.
[AGENT][NEUTRAL] And may I also get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, policy number is 01457169.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. All right, let me look at Ms. [PII]'s.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, have you guys ever filed a claim with us previous to this past claim?
[AGENT][NEUTRAL] That's been completed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I am not familiar we've got 12 clinics. This is the first time I've run into, I've run into this company.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So we've made gone half.
[AGENT][NEUTRAL] OK, so in order for it to work in the online service center, you would have had to have already filed a claim previously that's been completed, um, either.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whether it was denied or paid, it would have to complete the process in order for you to be able to look up claims in the online service center.
[AGENT][NEUTRAL] Um, and now if you.
[CUSTOMER][NEGATIVE] OK, so if I've got one that's denied right now, could I, I, I do have one that's denied. That's what I was trying to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, do you, uh,
[CUSTOMER][NEUTRAL] Check on you guys are needing the primary EOB and I was trying to figure out if there was a way I can upload it or fax it or well that's what it was.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, um, and, and I can help you with that. I can give you our payer ID number, our fax number or even our mailing address so you can send that in so that the claim can be completed.
[CUSTOMER][NEUTRAL] OK, sure, what is that fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, OK, I will, I will just do that then. I don't need to worry about getting on there. I just was gonna see if there was some way to upload it, but I am good with the fax number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Well, is there any
[CUSTOMER][POSITIVE] OK. Thank you. I can say it.
[AGENT][NEUTRAL] Yes, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, I think that was it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Well, bye bye.