AccountId: 011433970860
ContactId: 3873bbe5-391a-407b-8870-96363955ec38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457309 ms
Total Talk Time (AGENT): 130241 ms
Total Talk Time (CUSTOMER): 137414 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3873bbe5-391a-407b-8870-96363955ec38_20250623T20:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to um get some claim status.
[AGENT][NEUTRAL] I'm sorry, I can't hear you. Say again.
[CUSTOMER][NEUTRAL] I'm calling to get claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And what is the policy number?
[CUSTOMER][NEUTRAL] I'm sorry, what was that? You cut off.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Oh, it's 02595723.
[CUSTOMER][NEUTRAL] M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII], total charge $3910.
[AGENT][NEUTRAL] OK. And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Mhm. $2,533.68.
[AGENT][NEUTRAL] I don't show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] And probably address um but we can fax it again.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I was also calling because I did try to get the claim status through the portal, but since it's a new portal, it's not letting me register. I was on hold for like 30 minutes trying to get somebody to help me.
[AGENT][NEUTRAL] It could be because we hadn't received the claim because to log uh to set up, you need the tax ID number to a claim that's been processed.
[CUSTOMER][NEUTRAL] But nobody would come to mind.
[AGENT][NEUTRAL] And the patient account number but since we don't have a claim.
[CUSTOMER][NEUTRAL] Right, we, we, we sent some, um.
[CUSTOMER][NEUTRAL] Right, but we sent a lot of claims, so none of the claims before the, the new system to the account.
[CUSTOMER][NEGATIVE] Because when I put the tax ID it says no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] And it tells me to call um.
[CUSTOMER][NEUTRAL] The option 4.
[AGENT][NEUTRAL] Like I said it could be also a patient account number. Do you have a patient account number?
[CUSTOMER][NEUTRAL] No, I'm trying to sign up for the portal itself. I have the old version.
[AGENT][NEUTRAL] That's what I'm saying for providers to set up.
[AGENT][NEUTRAL] Uh, the newer version, uh, you will need the patient account number and the tax ID number.
[CUSTOMER][NEUTRAL] Well, the only thing it's asking me is for the tax ID.
[AGENT][NEUTRAL] OK, what's the tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's not asking you for any patient information or any other number, or just tax ID.
[AGENT][NEUTRAL] Well, I put in that tax ID number and it went to the next step where it asked for an email address to send a verification code and then have to where you can set up your password.
[CUSTOMER][NEUTRAL] Can you tell me the
[CUSTOMER][NEUTRAL] I'm I think I have it is uh.
[CUSTOMER][NEUTRAL] The website, the web portal. I clicked on create your OSC account and I select the provider.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then when I go to the next step, it says tax ID and when I click that, it says it gives me that error.
[CUSTOMER][NEUTRAL] Yeah, that one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said the tax ID is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I had put in the tax ID number and went to the next step. So as soon as you put it in, it gave the error message.
[CUSTOMER][NEGATIVE] Yeah, it says no user respond with the information that was entered. Please try again. If it does, please contact customer service.
[AGENT][NEUTRAL] Hm, I'm not sure. I can send.
[CUSTOMER][NEUTRAL] And then I, I, I said for 2 weeks.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's been happening for 2 weeks so. I thought it was maybe because it was something new, so I gave it a little more time, so.
[AGENT][NEUTRAL] Um, well, I can send a request so a representative can get in contact you to help with the next step. Um, you said callback number [PII] I'm sorry [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and is there an extension or is that your direct line?
[CUSTOMER][NEUTRAL] Uh, directly.
[AGENT][NEUTRAL] OK, uh, but then 24 or 48 hours you should have received a um a response back from a representative to assist you with the online service center.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. Uh, is there anything else, Ms. [PII] I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that is all. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.