AccountId: 011433970860
ContactId: 68483781-39f3-48ae-a2d6-9ebcc9f8f5e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 546099 ms
Total Talk Time (AGENT): 156356 ms
Total Talk Time (CUSTOMER): 205927 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/68483781-39f3-48ae-a2d6-9ebcc9f8f5e9_20250312T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Good, uh, Samaritan Medical Center, and we received a payment in our lockbox. We need the EOB for.
[AGENT][NEUTRAL] OK, and did you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] No, I just have an image of the check.
[AGENT][NEUTRAL] There's nothing on the check. OK, is there a check number?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, 203-019-9.
[AGENT][NEUTRAL] And the amount of the check?
[CUSTOMER][NEUTRAL] $1,701.05.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, the EOB is generally attached to the check.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I know, I wonder if Wells Fargo, and then so I looked through my core, yeah, I don't know. I looked through my core and I didn't.
[AGENT][NEGATIVE] Detached it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, and what provider's office are you calling on behalf of?
[CUSTOMER][NEGATIVE] I can't locate it.
[CUSTOMER][NEUTRAL] It's Intermountain Health Good Samaritan Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's going to be for a [PII].
[AGENT][NEUTRAL] [PII], the last name is spelled [PII]
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Look that up.
[AGENT][NEUTRAL] Can you locate the patient if you could verify the date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, I think the uh data service [PII], is that right?
[AGENT][NEUTRAL] What's the date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you and so I'm showing a date of service of yeah [PII].
[CUSTOMER][NEUTRAL] OK. Yeah, I found it. Um, do you have, yeah, I did find, I did locate the patient. However, um, we need the EOB like for processing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You got it?
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] If you have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it was actually mailed to the address that's on the, the, the claim form um you can download it from our online service center and I can assist you with doing that if you would like.
[CUSTOMER][NEUTRAL] Um, sure, I guess if I don't have to register, I guess, or maybe I do, um, I don't know if we're registered.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, yeah, since it's secured it's gonna require that you create a username and password since it's a secured site.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sure I can do that. I just didn't know if I had to go through my EDI department, but sounds like maybe not. um, OK, what is the web portal? OK, what's the web portal?
[AGENT][NEUTRAL] Uh, I don't think so.
[AGENT][POSITIVE] So it's secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]'s [PII].
[AGENT][NEUTRAL] And the home page would say [PII] welcome, OK? And so if you've not created an account before to the right, you will click the new user tab.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then choose the role that best describes you.
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] And then next
[AGENT][NEUTRAL] And here you would enter the tax ID number of the provider and then the patient account number and box number. This is a, is this a UBO4 form?
[CUSTOMER][NEUTRAL] OK, tax ID.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] CMS 1540.
[CUSTOMER][NEUTRAL] Uh I think so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, it's a hospital bill that patient account number is gonna appear in box 3A, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, OK, OK, so I'm at the user name OK so.
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Fancy up something here.
[AGENT][NEUTRAL] Oh, you
[AGENT][POSITIVE] You're already creating an account so you're fast.
[CUSTOMER][NEUTRAL] Yeah, right. Oh, I know it. OK, I'll see here.
[CUSTOMER][NEUTRAL] Oh, I just get my pen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh let me get my.
[CUSTOMER][NEUTRAL] I'm submitting here.
[CUSTOMER][NEUTRAL] It's been created so let's see.
[AGENT][NEUTRAL] Have you created the account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so now I'm in here it says the claim number, date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, and then the patient's first name?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the quick search so I can give you the claim number if you need that.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on a second here, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just packing into this for a second, OK, um.
[CUSTOMER][NEUTRAL] Yeah, I guess I just, which is interesting. So if we run into this again, obviously I can get this, but I have to call to get the claim number, get the patient like I don't know any of those.
[CUSTOMER][NEUTRAL] You know, for the future, let's just say we weren't talking but I had access to those. I wouldn't be able to actually write get the EOB without calling again is that right?
[AGENT][NEUTRAL] You don't have the patient's date of birth or first name?
[CUSTOMER][NEUTRAL] Well, I mean, I do. I'm just hypothetically, in the future, I won't, wouldn't. I would just be looking at the check, like say the EOB got.
[CUSTOMER][NEUTRAL] So you can't search by a check number I guess that's what I'm trying to say so, OK, all right, that's, that's what I was just trying to clarify. OK, so.
[AGENT][NEGATIVE] You can't. No, you cannot.
[AGENT][NEUTRAL] You know, the criteria that you see there is the way you can search for an EOB.
[CUSTOMER][NEUTRAL] Mhm, that's the research. OK, so claim number?
[AGENT][NEUTRAL] 3,569,720
[CUSTOMER][NEUTRAL] I guess it wants more that.
[CUSTOMER][NEUTRAL] APL claim number oh I guess I have to fill in everything, huh? OK.
[AGENT][NEUTRAL] The patient's first name and date of birth and then the claim number.
[CUSTOMER][NEUTRAL] Oh OK, got you, OK.
[CUSTOMER][NEUTRAL] OK, uh, I guess it's coming up claim number and then just says EOB with the hyperlink.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. The PDF form, uh, document.
[CUSTOMER][NEUTRAL] Yeah, I think so. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So getting your file.
[CUSTOMER][POSITIVE] Well, there it is. OK, great. Thank you so much. Appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Absolutely, [PII]. Anything else I can help with today?
[CUSTOMER][NEUTRAL] OK. No, that'll do, just have the one.
[AGENT][POSITIVE] OK. All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK. Yeah, thanks. You too, bye.
[AGENT][NEUTRAL] I