AccountId: 011433970860
ContactId: 301e7416-f8d6-4784-826d-79190516be6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299809 ms
Total Talk Time (AGENT): 100822 ms
Total Talk Time (CUSTOMER): 141241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/301e7416-f8d6-4784-826d-79190516be6f_20250512T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from the Oklahoma City Indian Clinic.
[CUSTOMER][NEUTRAL] I have one of our patients, um, APL insurance, and I did try to use the portal, um.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] This is no user was found so possibly I guess I'm looking for a term date.
[AGENT][NEUTRAL] OK, so you're needing eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Or, OK. Well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] And are you the provider or the insured?
[CUSTOMER][NEUTRAL] I am in the provider's office.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] I show it's 02462788.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is. I'm sorry. Last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so I do have a card also with a different number, so maybe this one is termed.
[CUSTOMER][NEUTRAL] I can give you that number.
[AGENT][NEUTRAL] OK, does it end in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that was their first policy with us, um, that termed on [PII] when the current one became active.
[CUSTOMER][POSITIVE] When the current became active. OK, thank you, exactly what I needed.
[CUSTOMER][NEUTRAL] Um, let's see what else do I need.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And is the claims address [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and what is that payer ID?
[AGENT][NEUTRAL] Our pay ID is 60801.
[CUSTOMER][NEUTRAL] 801.
[CUSTOMER][POSITIVE] OK, thank you so much you have a good day.
[AGENT][POSITIVE] You're very welcome. You also [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that looks like that was it, but I was just kind of wondering why the portal didn't work.
[AGENT][NEUTRAL] Um, it depends on which one were you entering.
[CUSTOMER][NEUTRAL] The online
[CUSTOMER][NEUTRAL] I entered the APL online service center.
[AGENT][NEUTRAL] Right, which policy number? Did you use the 6722?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um, I tried the 02, yeah, I did try the 02462788.
[CUSTOMER][NEUTRAL] And I thought, well maybe it's down because it's saying oops, there seems to be a problem and it says no user was found, so I was like, well.
[CUSTOMER][NEUTRAL] And they gave me a number to call so I was just wondering.
[AGENT][NEUTRAL] Wait a minute, were you, are you, do you already have an online service in your account?
[AGENT][NEUTRAL] Or you were using the members.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I was using the online service account.
[CUSTOMER][NEUTRAL] Now as we put our information as a tax ID and the patients.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So it would I have to register?
[AGENT][NEUTRAL] Right, in order to check for eligibility and check the claim status, the group has to, or whoever you are as a provider needs to um
[AGENT][NEUTRAL] Be registered. So it'll ask you for like your tax ID, I believe it'll ask you for a patient account number.
[CUSTOMER][NEUTRAL] Register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it may ask for the zip as well, but yeah, you'll have to follow those prompts to, to register as a provider and then you'll be able to enter the account numbers and see the status.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, that's probably what happened. All right, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] I'll have to get that registered.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] I