AccountId: 011433970860
ContactId: 5a5d379c-9ca1-4037-b7f4-2a41116f8509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255139 ms
Total Talk Time (AGENT): 105508 ms
Total Talk Time (CUSTOMER): 111519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/5a5d379c-9ca1-4037-b7f4-2a41116f8509_20250416T15:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with North Florida Therapy Associates. Um, we do, uh, PT, and we have a patient that apparently has APL as their supplemental insurance.
[CUSTOMER][NEUTRAL] I was trying to get a log on as a provider so that I could then try submitting these um.
[CUSTOMER][NEUTRAL] It'd be a secondary claim.
[CUSTOMER][NEUTRAL] Um, submitting the EOB to see about getting reimbursed for the copays.
[CUSTOMER][NEUTRAL] Um, but when I do this new user log on and ask for a patient account number.
[CUSTOMER][NEGATIVE] Um, and then says that it's not found and it's this problem per called uh customer service.
[CUSTOMER][NEUTRAL] So that's why I'm here.
[AGENT][NEUTRAL] OK. OK, no problem. Um, could I get a callback number for you, please?
[CUSTOMER][NEUTRAL] What do I need to do?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it should be 02419189.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, that is [PII].
[CUSTOMER][NEUTRAL] And date of birth. So oops there we go.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her account. And let me ask, have you submitted any claims uh on this patient from your provider?
[CUSTOMER][NEUTRAL] Not to APL, uh, we've had a few claims to their primary, which is, uh, Blue Cross Blue Shield.
[AGENT][NEUTRAL] OK, so that.
[AGENT][NEUTRAL] OK, so let me make sure because I believe if a claim has not been uh filed and we don't have an account number on file, um, you'd have to submit the first claim paper.
[AGENT][NEUTRAL] Um, or, you know, you can, uh, submit it electronically, um, to get the information in the system.
[CUSTOMER][NEUTRAL] Oh, that's interesting, so I can submit the claim even though I'm not registered in your system?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] Huh, OK, OK, um, so just follow the instructions.
[AGENT][NEUTRAL] And I can provide the.
[AGENT][NEUTRAL] Yes, so, um, just to make sure you have the correct information. Let me just go ahead and verify our mailing address. You can also fax it in or like I said, you can submit it electronically. Um, our mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] 71324
[AGENT][NEUTRAL] 73124.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 3124 and you said the PO box was 248,940.
[AGENT][NEUTRAL] 2,489,500.
[CUSTOMER][NEUTRAL] 950 OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Would you like the fax number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, to fax the claim in primary EOB, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright well I'll.
[CUSTOMER][NEUTRAL] Well, I'll give this a shot and uh see what happens.
[AGENT][POSITIVE] OK. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.