AccountId: 011433970860
ContactId: 516713ad-0108-4372-ad8b-93b46967f629
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304040 ms
Total Talk Time (AGENT): 164070 ms
Total Talk Time (CUSTOMER): 114697 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/516713ad-0108-4372-ad8b-93b46967f629_20250113T18:46_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the medical provider's office. I had a patient that I needed to check a claim status on if I could please.
[AGENT][NEUTRAL] Yes, I can help with the claim status, [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] Let's see, what I have is 012.
[CUSTOMER][NEUTRAL] 79925
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's a direct line. It's [PII].
[AGENT][NEUTRAL] Thank you. What data service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] Let's see, that was 828-24.
[AGENT][NEUTRAL] 828. OK.
[AGENT][NEUTRAL] OK, I do not have your claim for 828-2024. Um, now, we changed our mailing address, uh.
[AGENT][NEUTRAL] We are currently at [PII].
[AGENT][NEUTRAL] [PII] in [PII].
[CUSTOMER][NEUTRAL] That is the problem, OK.
[CUSTOMER][NEUTRAL] What is your zip code?
[AGENT][NEUTRAL] It's [PII] excuse me uh please forgive me [PII]. So please let me say that again, it's [PII].
[CUSTOMER][NEUTRAL] 8950 and that PO box was [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And is it possible that I could verify his eligibility while I've got you on the phone as well?
[AGENT][NEUTRAL] Yes, the policy went into effect on [PII]. It is active.
[CUSTOMER][POSITIVE] And still active. OK, perfect. I didn't have that get him all updated.
[CUSTOMER][NEUTRAL] And what is your timely filing?
[AGENT][NEGATIVE] There is no timely filing on these policies.
[CUSTOMER][MIXED] Not perfect. OK, makes my job a whole lot easier.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] That's always good, you know.
[CUSTOMER][NEUTRAL] Yes, yes, especially on a Monday.
[AGENT][NEUTRAL] Would you like our, um, uh, would you like our fax number as well? Um, we do have a fax.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] Yes, and also do you accept electronic claims?
[AGENT][NEUTRAL] Yes, our electronic filing number is 60.
[AGENT][NEUTRAL] 801
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Our fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 9423, but probably the fastest way you can get this to us is we have an online service center at the [PII].
[AGENT][NEUTRAL] So, um, [PII]
[AGENT][NEUTRAL] [PII] and we do have a portal that you can uh submit claims and we get them in real time. Now right now we're working on the claims that we received um on the uh um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] of this month and so uh it's usually that's about how long it takes 3 to 6 business days if not less.
[CUSTOMER][POSITIVE] Oh, that's fantastic.
[CUSTOMER][NEUTRAL] I'm dealing with some companies that are 6+ months behind right now, so that's you're, you're good um as far as your portal goes registering for the portal do am I able to do that by myself or does someone, do we need to have someone in admin here do that? How does your portal work?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you, you can do them, you can, you can do it um you do have an account number, the patient's account number, his account number for your office, um, we do need that and yeah, and then, uh, and that's it. All you have to do is you create a password and a user ID that's it. um, we don't help you with that because it's, it's private, um, but that's all that you need and then uh you can just go in and you can also check on the claims that way as well. You can see as it's being processed, when it's processed and when the check is sent out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, are we able to add multiple tax IDs on there?
[AGENT][NEUTRAL] Oh yes, absolutely, yeah, you, you have to do them each time you have to do them each time unfortunately I mean you can't do um but you'll have to, you don't have to create a user ID for each tax ID I'm afraid.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, no that's fine that's fine, not a problem at all um I don't, it doesn't look like we have a really high volume with you guys it may just all be one tax ID that I'm looking at now, so that'll make it simpler, but I will definitely get registered and get this resubmitted. Thank you so much for all of that information, um.
[CUSTOMER][NEUTRAL] My only other question is, do you offer a call reference number?
[AGENT][NEUTRAL] Yes, it's my name and that is [PII]. The first letter and last name is [PII]. We'll use that today's date as a reference and [PII], is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, that is all that I needed. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Mhm thanks for contacting AP have a good day.