AccountId: 011433970860
ContactId: 411a6bdb-306e-455f-8a45-e417722bac73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368519 ms
Total Talk Time (AGENT): 130267 ms
Total Talk Time (CUSTOMER): 164940 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/411a6bdb-306e-455f-8a45-e417722bac73_20250529T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Cumberland Family Medical billings department, and I actually called and spoke with someone just a moment ago, and they said that I could submit claims through the [PII]. However, when I'm go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, you were cutting out a little bit.
[CUSTOMER][NEUTRAL] I'm so sorry, um, so I had spoke with someone a moment ago and they said that I could submit claims through your website and I'm a new user and whenever I attempt to make an account it says patient account numbers needed and then whenever I click patient like submit the patient account number that I'm working with it says no user found with the information entered.
[AGENT][NEUTRAL] All right. Um, um, just a second. Uh, let's see.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And as for the new user, are you um using the provider option?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know how many of you probably missed because you know she had she called that.
[AGENT][NEUTRAL] OK, patient account number.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] How do you.
[CUSTOMER][NEUTRAL] Do you need the patient's account number?
[AGENT][NEUTRAL] Um, uh, actually, I would be asking for, let's see, really quick, the policy number or certificate number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So the patient didn't give us a card and all we have is their ID number.
[CUSTOMER][NEUTRAL] No, it's OK. I probably need to get out of the house anyway.
[AGENT][NEUTRAL] OK, I'll try to find find it with it. Uh, can you provide it for me, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, of course, so it's 259-053-9.
[AGENT][NEUTRAL] OK, yes, this is the um policy or certificate number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let me just a second to pull it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I do have a question though if I'm going to be over there.
[CUSTOMER][NEUTRAL] With.
[CUSTOMER][NEUTRAL] In order to plug my laptop up like this over here, I need to be able to see that.
[AGENT][NEUTRAL] And is it for [PII]?
[CUSTOMER][NEUTRAL] uh it's no it's [PII].
[AGENT][NEUTRAL] OK, it will be for the dependent.
[CUSTOMER][NEUTRAL] Yes, [PII] date of birth is [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] If [PII] comes in, I mean, we'll just have to, I don't think she would care because there was one time she came in and she said I could fill it.
[CUSTOMER][NEUTRAL] She's like I'll sit over here, so maybe for the Thursday or whatever, I don't mind, you know.
[CUSTOMER][NEUTRAL] Not you.
[AGENT][NEUTRAL] All right, I do see um here a unique ID number um which could be used and you can enter that and let me know if it works. I can provide it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, alright, and what is that ID number?
[AGENT][NEUTRAL] Mhm, that will be um 68.
[AGENT][NEUTRAL] 33
[CUSTOMER][NEUTRAL] And then.
[AGENT][NEUTRAL] 35
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] 170.
[CUSTOMER][NEUTRAL] And just show [PII].
[CUSTOMER][NEUTRAL] And was that 3 3s or 4 3s?
[AGENT][NEUTRAL] Three trees.
[CUSTOMER][NEUTRAL] OK, I added an extra one.
[AGENT][NEUTRAL] I can't
[CUSTOMER][NEGATIVE] And it's, it still says no user found with information that was entered please try again or call customer service.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was trying to get her a.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I will go ahead and um try to connect you um with the claims department and see if they can um be able to find that um ID for the patient, right? I will go ahead and provide the policy number and everything.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you. You have a good one.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII], this is [PII] in customer service. I have a provider's office on the line, um Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With with policy number 025.
[AGENT][NEUTRAL] 90
[AGENT][NEUTRAL] 539.
[AGENT][NEUTRAL] Um, she is trying to submit the claim for the dependent.
[AGENT][NEUTRAL] On the online service center but she has not been able to um pull up the um patient account number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that something y'all can help her with, please?
[CUSTOMER][NEUTRAL] A patient account number. Oh, OK, OK, mhm. And did they, um, so wait, so she's trying to file the claim.
[AGENT][NEUTRAL] Mhm. She's trying to file the claim. I think she called us um a few minutes ago and they uh direct her to the online service center.
[CUSTOMER][NEUTRAL] Oh, OK, so yeah, she won't be able to. OK, I can help her.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You are on