AccountId: 011433970860
ContactId: 4615fe73-fd7a-416d-aed2-038678ba9d2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188940 ms
Total Talk Time (AGENT): 71869 ms
Total Talk Time (CUSTOMER): 55670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4615fe73-fd7a-416d-aed2-038678ba9d2d_20250108T18:15_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from A One Medical Clinic and checking for the credential status.
[AGENT][NEUTRAL] You're checking claim status or did you say traditionally status?
[CUSTOMER][NEUTRAL] Uh, no, I'm checking.
[CUSTOMER][NEUTRAL] Uh, I'm checking the provider's credential status in-network or out of network.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, for information, I don't have the policy number, but I'm checking that, uh, with the NPI number and tax ID. If you want, I can do that.
[AGENT][NEUTRAL] OK, so the policies that are offered by American Public Life, there is no credentialing process. The provider would just need to submit a W-9 form to the claims department to be added into our system of providers, so there's not a credentialing process.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. There's no credentialing process. Give me a second.
[AGENT][NEUTRAL] Correct, these, yeah, these are not major medical policies that we administer, so therefore no credentialing process.
[CUSTOMER][NEUTRAL] OK. Uh, give me one second. I will note it out. Uh, my system is loading.
[CUSTOMER][NEUTRAL] Uh yeah. Can you repeat me again?
[AGENT][NEGATIVE] I said that there is no provider credentialing process.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] May I know the reason?
[AGENT][NEUTRAL] These are not major medical policies.
[CUSTOMER][NEGATIVE] Your voice is lagging for me. And can you repeat again?
[AGENT][NEUTRAL] OK, what am I repeating?
[CUSTOMER][NEUTRAL] Oh, OK. There's no provider credential process, and what, what will be the reason?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm saying APL does not have a credentialing process like major medical companies. This is not a major medical company.
[CUSTOMER][NEUTRAL] Pay to submit the
[AGENT][NEUTRAL] You can submit a W-9 form to be added to APL system for future claim payments.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] OK, I got it correctly. Uh, APR is does not provide a current process and this is not a major medical company, so we can submit a double name form in order to get it processed.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] At which time we'll get the provider's information, tax identification address, billing address added into our uh provider database.
[CUSTOMER][NEUTRAL] OK, got it. And may I know the name, may I know your name, please?
[AGENT][NEUTRAL] My name is [PII]. You'll use my name in today's date as reference for today's call, [PII] is [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] Uh, nothing from my end and thank you for your assistance. Have a great day for you. Bye now.
[AGENT][POSITIVE] You're welcome, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.