AccountId: 011433970860
ContactId: 0aa1e992-5633-4d21-a8af-9a7eff256ad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288579 ms
Total Talk Time (AGENT): 122015 ms
Total Talk Time (CUSTOMER): 146683 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/0aa1e992-5633-4d21-a8af-9a7eff256ad5_20250606T19:44_UTC.wav
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[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Auctioner Health. We're a provider, and I need to verify that a patient has benefits, and I tried setting up an account online. It won't let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let's check. Do you have the policy number for the insured?
[CUSTOMER][NEUTRAL] Yes I do. Let's see, I'm looking at the card, it's um 1265678.
[AGENT][NEUTRAL] Alright, let's pull this up here.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] And then what is the patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII], and we're the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Um, I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call, sir?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with today's date. My name is [PII], that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, I appreciate it, and how come it wouldn't let me set one up, set up an account online?
[AGENT][POSITIVE] You're welcome. Have
[AGENT][NEUTRAL] Um, so you were trying to create one as a provider, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Have you guys ever filed any claims with us?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I don't know, we are like huge, so I, I'm not.
[AGENT][NEUTRAL] OK, yeah, if you.
[CUSTOMER][NEUTRAL] I don't know we have over, over, uh, you know, 10,000 patients, so I can't tell you.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Every page
[AGENT][NEUTRAL] Right, let me see, um, because I know if you've never if you've never filed a claim with us and we don't have your information then it doesn't allow you to create the account, um.
[CUSTOMER][NEUTRAL] Oh well
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's why I was asking, do you know what your guys' tax ID is?
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh my God
[AGENT][NEUTRAL] So when you clicked on provider and put in the tax ID what did it say?
[CUSTOMER][NEUTRAL] I'm doing it right now again. Give me a 2nd. [PII].
[AGENT][POSITIVE] OK. No worries.
[CUSTOMER][NEUTRAL] Wait, let me put this thing.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Error no user.
[CUSTOMER][NEUTRAL] Was found with the information that was entered please try again.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what brow what um what browser are you using?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Looks like
[CUSTOMER][NEUTRAL] I am in no I'm not that I'm in Google.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Should I be using a different one?
[AGENT][NEUTRAL] No, Chrome is generally the preferred browser, but when I click on provider and then click next on the site.
[AGENT][NEUTRAL] And put in that number, it was letting me go forward.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's not letting me 7202768883 and I hit next.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] And it comes up with that error.
[CUSTOMER][NEUTRAL] So that's why I called because I was gonna create it says create your OSC account correct?
[AGENT][NEUTRAL] Mhm, mhm. Yeah, that's where you go.
[CUSTOMER][NEUTRAL] Yeah, so when I click on there and then I click on provider and then I go to next tax ID 720276883 and then I hit next and I that's the error I get.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, I might just have to try it again another day.
[AGENT][NEUTRAL] Um, do you know?
[AGENT][NEUTRAL] Yeah, and I was gonna say if you know how to try clearing the cache and the browsing history.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, and see if that works because I mean it's actually allowing me to move forward, but I can't, it sends an email verification and stuff, so obviously I can't do all that for you guys.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, no, that's fine. I'll try it as long as I got this and I can get this in the patient's chart that it's verified and we can get the billing done, um, I can work on it in another day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, not a problem. Anything else?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] No ma'am, that would be it for today thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.