AccountId: 011433970860
ContactId: 60b69533-ad1f-480f-83bc-f36560b490ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1445650 ms
Total Talk Time (AGENT): 354825 ms
Total Talk Time (CUSTOMER): 309297 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/60b69533-ad1f-480f-83bc-f36560b490ab_20250619T13:36_UTC.wav
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[CUSTOMER][NEUTRAL] There's so bus in both directions.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need claim status.
[AGENT][NEUTRAL] Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], can I get a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Do you have your policy number with you?
[CUSTOMER][NEUTRAL] I do it is I'm actually calling from the provider's office.
[AGENT][NEUTRAL] Oh, OK, I'm so sorry. Uh, do you have the patient's policy number?
[CUSTOMER][NEUTRAL] 023 2.
[CUSTOMER][NEUTRAL] 4303.
[AGENT][NEUTRAL] Let me look that up one moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It is [PII] SBO 42159.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Data service 2124.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] $3,364.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] And do you know if it was for a surgery or a visit?
[AGENT][NEUTRAL] Hospital stay.
[CUSTOMER][NEUTRAL] Uh, it looks like it's for a surgery inpatient hospital stay with Doctor [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Is your online portal.
[CUSTOMER][NEUTRAL] Work or is it still active for providers?
[AGENT][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] It's just a new uh
[AGENT][NEUTRAL] It's just a new um provider that we have for the portal.
[AGENT][NEUTRAL] And so if you have an account already, you would, so you'll go to [PII].
[CUSTOMER][NEUTRAL] And how do you
[AGENT][NEUTRAL] And you'll click on create provider account.
[AGENT][NEUTRAL] And from there you can uh you can uh you'll put in your tax ID and then it should be able to let you create an account from there.
[CUSTOMER][NEUTRAL] So do we create an account you said?
[AGENT][NEUTRAL] Uh, yes, you'll click on create an account.
[AGENT][NEUTRAL] To be able to access claims, yes, you're welcome.
[CUSTOMER][POSITIVE] OK, got you, thank you.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And were you able to find our tax ID?
[AGENT][NEUTRAL] Um let me check.
[CUSTOMER][NEUTRAL] With Tower Health Medical.
[CUSTOMER][NEUTRAL] Because that is not.
[AGENT][POSITIVE] Yes, I am able to see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, on your web portal it just says.
[CUSTOMER][NEGATIVE] And it's not able to find it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I can look into that after, after I find your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment because there's a few of them.
[CUSTOMER][NEGATIVE] Mhm, yeah, I don't wanna.
[CUSTOMER][NEUTRAL] Be on this phone if I could find the claims online but.
[CUSTOMER][NEUTRAL] Apparently.
[CUSTOMER][NEGATIVE] Our tax ID is no good.
[AGENT][NEUTRAL] And you said it was for Tower Health Medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like we paid $6.50 for this claim.
[CUSTOMER][NEUTRAL] $6.50.
[AGENT][NEUTRAL] Yes, towards the surgery and anesthesia because with that check, the maximum benefit payable for that date of service had been met.
[AGENT][NEUTRAL] And then it looks like.
[AGENT][NEGATIVE] It did not cover the diagnostic, um.
[AGENT][POSITIVE] Benefits because it's limited to MRIs and CT scans and colonoscopies.
[AGENT][NEUTRAL] So that's $6.50 went towards the surgery. Yes, ma'am. It's
[CUSTOMER][NEUTRAL] And is there a claim number?
[AGENT][NEUTRAL] 24, I'm sorry, 34.
[AGENT][NEUTRAL] 23725.
[CUSTOMER][POSITIVE] Uh, thank you.
[AGENT][NEUTRAL] Right. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, is there a check number?
[CUSTOMER][NEUTRAL] Just a check number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, it is 184-048-0.
[CUSTOMER][NEUTRAL] And this is a paper check?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Where was it mailed to?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like it was issued on [PII] and it was it cleared on [PII]. Looks like it went to the [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what was the clear date?
[AGENT][NEUTRAL] Uh, it cleared on [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Is there any way to do a check tracer since it's so old?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] And was it a single check or?
[AGENT][POSITIVE] It was a single check for $6.50 and it cleared uh our bank on the [PII].
[CUSTOMER][NEUTRAL] Yeah, well I need a um check tracer so that I can if possible I don't even have a copy of the EOB.
[AGENT][NEUTRAL] OK, I can send you that. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and what's a good fax number to send this EOB to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, and to confirm, I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I just sent that over.
[CUSTOMER][NEUTRAL] And just to make sure or be clear.
[CUSTOMER][NEUTRAL] Can we do a check tracer or?
[AGENT][NEUTRAL] Yes, I can get a copy that it was cleared, um, sent to you.
[AGENT][NEUTRAL] Is that, will that suffice?
[CUSTOMER][POSITIVE] Yeah of course thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you want it sent to that PO box?
[CUSTOMER][NEUTRAL] Um, does it have to be, or?
[AGENT][NEUTRAL] Um, would you prefer it someplace else?
[CUSTOMER][NEUTRAL] I don't know if you can fax it or email.
[AGENT][NEUTRAL] Oh, do you want me to fax it to the, the fax that you just gave me? OK.
[CUSTOMER][NEUTRAL] Yeah, the same fax number, yeah.
[AGENT][NEUTRAL] I, I can do that.
[AGENT][POSITIVE] Alright, let me get that out for you.
[AGENT][NEUTRAL] And again, the number to fax is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I have that sent out. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, the web portal?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what's going on.
[AGENT][NEUTRAL] Are you trying to log in with uh what browser are you using?
[CUSTOMER][NEUTRAL] Uh google Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's going on here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] If you try deleting your browser history, um.
[AGENT][NEUTRAL] I was able to start an account set up um I exited out of that, but once you put your, once you clear your browser history and your cache, uh, it should be able to work for you if you're using Google Chrome with that tax ID.
[CUSTOMER][NEUTRAL] Well it's, I don't think it's so much.
[CUSTOMER][NEUTRAL] Being able to get into it, I think it's the tax ID it doesn't recognize.
[CUSTOMER][NEUTRAL] I mean I can try that, but.
[CUSTOMER][NEUTRAL] It's the tax ID more so than anything.
[AGENT][NEUTRAL] Yeah, when you go to [PII] you'll click create OSC account and you'll click provider and all you need is your tax ID and that's what I did and it lets me go to the next step. I'm just not going to go to the to the next step um because it'll be your information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, and so when I click next, um, when I go into, when I click the provider and then I go into next and then I put in the [PII] which is this tax ID for this, it says error no user was found with the information that was entered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and that's why I think just.
[CUSTOMER][NEUTRAL] Please try again.
[AGENT][NEUTRAL] Yeah, it did that to me too and then I cleared my browser history and it it let me do it.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] With that tax ID.
[AGENT][NEUTRAL] So you might just need to
[CUSTOMER][NEUTRAL] No, I did it when you said to do it. I did it.
[AGENT][NEUTRAL] OK, it's still not funny cause it was, it was able to let me um.
[CUSTOMER][NEUTRAL] No, I didn't.
[CUSTOMER][NEUTRAL] Browsing cookie site, cliche images, delete.
[CUSTOMER][NEUTRAL] Yeah, I deleted it because I know my sites do do that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][NEUTRAL] It's clear.
[CUSTOMER][NEUTRAL] And it's still saying.
[CUSTOMER][NEUTRAL] Let me go out of it. OK, so I will.
[CUSTOMER][NEUTRAL] Go back and then I will click create your OSC account provider and then 232266-054 is there supposed to be like a 0 in the beginning or end?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] So the 1-800 number on is the same number, so there's no IS department or anything correct? or IT?
[CUSTOMER][NEUTRAL] Website assistance department or?
[AGENT][NEUTRAL] Um, there is, uh, but.
[AGENT][POSITIVE] Because I'm able to do it, so.
[AGENT][NEUTRAL] It gives me an error the first time and then I go back and then I'm able to do it again.
[CUSTOMER][NEGATIVE] It's not working for me and I've deleted all my browser maybe if I go into what browser are you using?
[AGENT][NEUTRAL] I, I'm in Chrome.
[CUSTOMER][NEUTRAL] Um, let's try the other browsers.
[CUSTOMER][NEGATIVE] Provider 232266054 and you said there's no zeros or anything fancy.
[AGENT][NEUTRAL] Right. 232-266-054.
[CUSTOMER][NEUTRAL] That you, yeah, still era.
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I know you don't know. I don't know either. I've deleted all the browsing history.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] History, history.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] There's nothing there except.
[CUSTOMER][NEUTRAL] The last two I just did in the browsing history.
[CUSTOMER][NEUTRAL] And there's nothing left.
[AGENT][NEUTRAL] OK, let me see what I can do.
[CUSTOMER][NEUTRAL] Unless I go under a group maybe.
[AGENT][NEUTRAL] Um, you will be provider group is um for an employer, yeah.
[CUSTOMER][NEUTRAL] I thought so.
[CUSTOMER][NEUTRAL] I thought so.
[CUSTOMER][NEGATIVE] Yeah, error.
[AGENT][NEUTRAL] Um, what I've, what I've had happen with some people is when I'm able to do it and they aren't, um, once they, they give it about an hour or two to, they go back in and it's able to work because, um, typically what our IT will do is the same thing that that I'll tell you to do and they'll tell you to delete your, your browser history and then they'll ask you to try it again and then it ends up working.
[CUSTOMER][NEUTRAL] Let me go out of it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. I'll try later today. Um, then another, another.
[AGENT][NEUTRAL] Yeah, and if not, yeah, and if not, go ahead and give us a call back and we'll put in a ticket.
[CUSTOMER][NEUTRAL] Alright, so this has several on that date.
[CUSTOMER][NEUTRAL] What was that, is there any way to get a history of it, that any of her surgery?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, you, you
[CUSTOMER][NEUTRAL] Like literally there's like.
[AGENT][NEGATIVE] Sorry, you broke up. I was unable to hear that.
[CUSTOMER][NEUTRAL] 20 claims.
[CUSTOMER][NEUTRAL] Sorry, um, can you hear me now?
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, this patient, yeah, this patient has several high dollar accounts for the surgery, and I just need to know if I need to skip it to her. I'm sure you see a list of claims that we haven't received payment for or don't know what the status is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I obtain um this information because this one's the high dollar one, but there's several.
[AGENT][NEUTRAL] There's several others.
[CUSTOMER][NEUTRAL] For her surgery.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, if you look at her account we billed for.
[CUSTOMER][NEUTRAL] A lot.
[AGENT][POSITIVE] OK, yeah, I did see a lot that's why it took me some time to find the right one.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] How do we resolve that if we can't get on the portal and.
[CUSTOMER][NEGATIVE] I don't wanna be on the line for an hour.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see um.
[AGENT][NEUTRAL] What I would do is wait for an hour and see if you can get back into the portal and if not um call us back and we'll just put in an IT ticket um for you to be able to get into there.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah there is there's no way I can just single it out by the provider.
[CUSTOMER][NEUTRAL] What is the um.
[CUSTOMER][NEUTRAL] Yeah, yeah, I get it. Alright, is there a call reference? I'll try again later.
[AGENT][NEUTRAL] So we don't have a call reference number, but you can use my name.
[AGENT][NEUTRAL] And last initial and today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you I appreciate your help today.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thanks.