AccountId: 011433970860
ContactId: 67a95d0c-01ed-415e-bf62-9b590f636649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646969 ms
Total Talk Time (AGENT): 255928 ms
Total Talk Time (CUSTOMER): 150558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/67a95d0c-01ed-415e-bf62-9b590f636649_20250327T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], so I am uh trying to create an online portal for our provider. However, it is not letting me, um, do so. So it told me that on the website to select option 4, to go ahead and mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you had claims processed with us before, like you have an EOB on file or had.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you have, OK, let's see, let's pull this up and see if we can.
[AGENT][NEUTRAL] Figure out what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure you're not you so is this your first time trying to set one up?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're under new user.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I'm a medical provider.
[AGENT][NEUTRAL] OK and then did you enter the tax ID?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then the patient account number, are you like with a a provider's office or a hospital or a dental?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] Dental? OK.
[AGENT][NEUTRAL] Let me make sure we have a claim on file first. Do you have a patient? maybe you could give me an example of?
[CUSTOMER][NEUTRAL] Um, like the check number or all that, or, um, from the account number?
[AGENT][NEUTRAL] Yeah, their account number.
[CUSTOMER][NEUTRAL] Um, so I have policy number 0.
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] 237.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And who was the patient that you saw and their date of birth?
[CUSTOMER][NEUTRAL] This was [PII], and she is a uh spouse on the policy, and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what, uh, provider are you with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And then can you verify your tax ID with me?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, let's see what's going on here.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And then when you're entering the patient's ID,
[AGENT][NEUTRAL] To set up, um, what?
[AGENT][NEUTRAL] All right, or the patient account number. What account number are you entering?
[CUSTOMER][NEUTRAL] I'm putting [PII].
[AGENT][NEUTRAL] OK, so what you'll want to actually put is
[AGENT][NEUTRAL] The patient ID that's on the ADA form in box 23.
[CUSTOMER][NEUTRAL] 23, let me check, OK.
[AGENT][NEUTRAL] Yeah, it's not gonna take their actual policy number. It's looking for that patient ID from the claim, from the actual claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, let me see what what we sent out.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] You said I'm 23, right? Section 23?
[AGENT][NEUTRAL] Yeah, box, yeah, box 23 on that, uh, claim form.
[CUSTOMER][NEUTRAL] Honestly, that's the one we have on file.
[CUSTOMER][NEUTRAL] Uh let me see
[CUSTOMER][NEUTRAL] It just has a 0 in the front, but it's the same one.
[AGENT][NEUTRAL] Well, this, so you have an account number that's assigned by your dentist?
[AGENT][NEUTRAL] It's not our policy number.
[AGENT][NEUTRAL] Do you have that information for the patient? What it's not, it's not our policy number. It'd be the, the account number you file your patients under.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, we didn't put anything on box 23.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because we do it through the software and yeah, we didn't, we don't put anything on on box 23.
[AGENT][NEUTRAL] Well, it looks like we have something populated. Do you have internal account numbers for your patients?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] No, well, basically we have everything in the software.
[CUSTOMER][NEUTRAL] But I don't have anything like on the box 23 when I uh print out the.
[CUSTOMER][NEUTRAL] Treatment plan.
[CUSTOMER][POSITIVE] I mean print out the cream, the cream. I'm so sorry.
[AGENT][NEUTRAL] But in like your database, do you have account numbers for your patients that aren't the policy numbers?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Like a patient ID or an account number?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Mm, no, honestly, I don't, I don't see that. Mm mm, not on the software.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, hold on one moment, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, I've got a um.
[AGENT][NEUTRAL] A provider's office on the line they're trying to or first of all uh can you help me?
[AGENT][NEUTRAL] Damn it. Who do I call?
[AGENT][NEUTRAL] The helpline is closed.
[AGENT][NEUTRAL] Um, OK, so providers trying to set up on our portal online service center.
[AGENT][NEUTRAL] It's a dental provider. She I verified her tax ID, but she's saying she doesn't have a patient account number that's in box 23 on the claim.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] But when I pull up the, let me give you the number, probably helps.
[AGENT][NEUTRAL] Policy is 2465237.
[AGENT][NEUTRAL] Uh, [PII], the spouse.
[AGENT][NEUTRAL] Yeah, claim number is.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It's the 357-4852.
[AGENT][NEUTRAL] Well, so when they're setting up their policy, they're supposed to use the patient ID account number listed in box 23 on the ADA form.
[AGENT][NEUTRAL] She submitted this electronically um and she's saying they don't have.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And account number, um, well they have to if we we don't populate box 23, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, just wanna make sure, is that OK if I ver OK, OK, I just wanna make sure I didn't wanna give out something that wasn't, I'm not supposed to, so.
[AGENT][POSITIVE] OK, OK, perfect. All right, thanks, thank you so much.
[AGENT][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] OK, sorry about that. Thanks for holding. OK, this is what I have on the claim form and this is what you'll need to enter to set up that account.
[AGENT][NEUTRAL] Um, are you ready?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it's, it's capital D as in dog, N as in Nancy, T as in Tom.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][POSITIVE] Perfect. OK. Let me go ahead and give that a try. So [PII] [PII].
[AGENT][NEUTRAL] Yes, so you'll populate that after you enter your tax ID put that as the patient account number and it should, you should be able to click next.
[CUSTOMER][NEUTRAL] Perfect. OK, yeah, it, it, it didn't let me continue.
[AGENT][POSITIVE] OK, perfect. Great.
[CUSTOMER][POSITIVE] Perfect. Thank you. Thank you so much.
[AGENT][POSITIVE] OK, thank you so much and I hope you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.