AccountId: 011433970860
ContactId: 2d297eef-4c2c-463e-acdd-94f25cf9b5a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556719 ms
Total Talk Time (AGENT): 147549 ms
Total Talk Time (CUSTOMER): 119740 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/2d297eef-4c2c-463e-acdd-94f25cf9b5a1_20250320T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hello. uh I was trying to set up an account, uh, register. I was trying to register.
[CUSTOMER][NEUTRAL] Uh, on [PII].
[AGENT][NEUTRAL] Um, yes, ma'am. Um, I can assist you with the website. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name's [PII]. Uh, my number is 9.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] Uh, I'm, uh, it's a, it's for I have the patient. I'm calling from the doctor's office.
[CUSTOMER][NEUTRAL] A dentist's office.
[AGENT][NEUTRAL] OK. And you're trying to um register online as a provider? Let's see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Do you have a member's policy that um you need to verify any information on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, let me look up that policy. What's that policy number?
[CUSTOMER][NEUTRAL] 02506636.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for a list of benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get your fax number, please.
[CUSTOMER][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling for Doctor [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, one moment. Let me get this faxed to you and then I'll assist you with the website. One moment.
[AGENT][NEUTRAL] And I'm sorry, who's the patient, [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the, the patient is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you for your patience, ma'am. You should receive the fee schedule and the um breakdown of benefits in about 10 minutes. I just faxed it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. You're welcome, and for the website, um, you would need to go to.
[AGENT][NEUTRAL] Secured, that's [PII]
[CUSTOMER][NEUTRAL] And, um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] OK, secured. OK, [PII].
[AGENT][NEUTRAL] Well, it's secured. [PII].
[CUSTOMER][NEUTRAL] Oh, let me, OK, let me type that in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] A secure
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And when you go there, you should see a blue button. It may say register here or it may say new user.
[CUSTOMER][NEUTRAL] New year.
[AGENT][NEUTRAL] OK, you'll click on that button.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll let the system know that you're a provider.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And just answer the questions to get set up online and from there you should be able to um log in and access um policy and claim information.
[CUSTOMER][NEUTRAL] OK, so it, so it went to uh the tax number and the patient account number.
[AGENT][NEUTRAL] OK, you'll put the tax number in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm mhm alright and the patient account number just put that what was it 025.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Patient account number OK 025.
[CUSTOMER][NEUTRAL] 06636
[CUSTOMER][NEUTRAL] And so when I hit that, and I went to next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It kept coming up saying oops there seems to be a problem.
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And he said please try again I'll call customer service number, the number I just called.
[AGENT][NEUTRAL] OK, one moment. I'm gonna place you on a brief hold and see if we're having any issues with the website, if you don't mind holding.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yes. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thanks for your patience. Yes, I did find out that we are having issues with the website.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, no, that was it. I'll just try again later.
[AGENT][POSITIVE] OK. Well, I thank you again for calling ATL [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] OK, you too and thanks for all your help.
[AGENT][POSITIVE] No problem. You have a good evening.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thanks.