AccountId: 011433970860
ContactId: 09d7f27a-69be-49dc-b2d5-7dd3e101bcf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392299 ms
Total Talk Time (AGENT): 147053 ms
Total Talk Time (CUSTOMER): 208202 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/09d7f27a-69be-49dc-b2d5-7dd3e101bcf7_20250314T20:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII] and customer service. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I have a provider on the line. He is calling because he's trying to uh log into the um or create an account in the OSC and he's not able to get through, um.
[AGENT][NEUTRAL] Is he blocked?
[CUSTOMER][NEUTRAL] How would I know if he's blocked?
[AGENT][NEUTRAL] I don't know. I, I guess by asking because if he is, he's gonna have to go through customer service. Is he saying what is not letting him go through?
[CUSTOMER][NEUTRAL] Um, no, it's just saying when he tries it, it's popping up and saying no, um.
[CUSTOMER][NEUTRAL] Member
[CUSTOMER][POSITIVE] Was able to be located and to call customer service.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I don't know if that's the claim strength is no one is that not something you guys.
[CUSTOMER][NEUTRAL] So I'm not sure.
[AGENT][NEUTRAL] Doing customer service?
[CUSTOMER][NEUTRAL] No, no, [PII] told me that I would transfer him to claims for troubleshooting.
[AGENT][NEUTRAL] What's the number?
[CUSTOMER][NEUTRAL] Um, the policy number that he's calling about or?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, 246-516-8.
[AGENT][NEUTRAL] OK, this policy is no longer active.
[CUSTOMER][NEUTRAL] And he's calling us.
[CUSTOMER][NEUTRAL] Well, maybe that's why he probably won't he can't submit through the OSC with the last policy.
[AGENT][NEUTRAL] Yeah, he
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's probably what it is yeah.
[AGENT][NEUTRAL] Let me make sure there's not an active one before.
[AGENT][NEUTRAL] OK. And what is the patient? Yeah, he needs to do it under that policy.
[CUSTOMER][NEUTRAL] Oh there is one active.
[AGENT][NEUTRAL] What is the, uh, he, who's the patient he's calling on?
[CUSTOMER][NEUTRAL] It's the um.
[CUSTOMER][NEUTRAL] [PII], I tried this, this number too. I was trying to help him and I tried that number too uh uh under the patient account number in the OSC and it wouldn't work either.
[AGENT][NEUTRAL] The patient account number or the.
[AGENT][NEUTRAL] The policy.
[AGENT][NEUTRAL] I'm not familiar
[CUSTOMER][NEUTRAL] It's so
[CUSTOMER][NEUTRAL] Um, when you go to sign up, it asks for his tax ID number and then the patient account number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So not the policy number.
[CUSTOMER][NEUTRAL] No it says patient account number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean you can send them over. I have no idea but you can send them over.
[CUSTOMER][NEUTRAL] OK, um, do you want his callback number?
[AGENT][NEUTRAL] No, you can go ahead and send him over. What is his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you can send him over.
[CUSTOMER][NEUTRAL] I2 let me try one more thing real quick because I think I had the wrong.
[CUSTOMER][NEUTRAL] I think he gave me the wrong number [PII].
[CUSTOMER][NEUTRAL] And then his tax ID [PII].
[CUSTOMER][NEUTRAL] No no user was found. OK, here he comes.
[AGENT][NEUTRAL] OK, I'm just gonna tell them to mail it in. OK, thank you.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's me.
[AGENT][NEUTRAL] OK, and you're trying to create an account on this patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so what is the error message that you're receiving?
[CUSTOMER][NEUTRAL] Yeah, when I opened uh to new user, it's asking me for the tax ID number, and I put my tax ID number. And then the next item is patient account number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then, uh, now I have the explanation what is the page account number. It says the number I put on the bill on the first bill to send to you in the box 23rd, so I never sent the bill, so it will be the first time.
[CUSTOMER][NEUTRAL] How do I go through this?
[AGENT][NEUTRAL] OK, so you would need to first, so without submitting a claim, uh first we wouldn't have any information in the system to create a new user account if it's asking for a policy, uh, an account number that we have not received. So the first one you would need to go ahead and mail, uh, you have the option to mail or fax it in.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] Um, and then from that point you would be able to create an account using that account number once it's in our system.
[CUSTOMER][NEUTRAL] I understood. So the good fax number is the one that is in the card is
[AGENT][NEUTRAL] Let me give you the updated policy number.
[CUSTOMER][NEUTRAL] 8886.
[AGENT][NEUTRAL] Oh, I'm sorry, what, the fax number is 877.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah, I I send it, uh, as I got the uh.
[CUSTOMER][NEUTRAL] The primary insurance, uh, EOB I have submitted to get together with the pay, uh, with the notes or don't need the notes.
[AGENT][NEUTRAL] We don't need to know the notes, just the claim and the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So are you gonna give me something you told me?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] You told me you're gonna get up to date on the account?
[AGENT][NEUTRAL] Uh, just making sure you have their updated policy number. Her updated policy number is 016.
[AGENT][NEUTRAL] 595.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 01659511. OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank thank you very much for your help.
[CUSTOMER][NEUTRAL] I, I think that's the only thing I need. Uh, do I have a deadline to submit it as you see the patient?
[AGENT][NEGATIVE] I'm sorry, a deadline? No, this policy does not have a uh timely filing.
[CUSTOMER][NEGATIVE] Yeah, cause I had uh two other patients in the past that I had a big trouble to submit the claim.
[CUSTOMER][NEUTRAL] I think I sent to you and I return it. I'm gonna take a look here next week if I have a trouble call you back.
[AGENT][POSITIVE] OK, OK. You have a wonderful weekend. Thank you for calling APL. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thank you very much for your help.
[CUSTOMER][POSITIVE] Thank you. Bye. Mm.