AccountId: 011433970860
ContactId: 76cc4e6c-67df-4dcb-a894-29298e459a78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452220 ms
Total Talk Time (AGENT): 145709 ms
Total Talk Time (CUSTOMER): 164903 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/76cc4e6c-67df-4dcb-a894-29298e459a78_20250319T15:12_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] But even like gastro was there.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Huntsville Care Plus, and I was trying to set up an online login.
[CUSTOMER][NEGATIVE] And it keeps giving me error saying uh no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you have a policy number with us, [PII]?
[CUSTOMER][NEUTRAL] Um, uh, well, I'm calling from the provider's office.
[AGENT][NEUTRAL] Oh, for a provider, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, I've tried several and I did get an updated number on one patient this morning, um, member number 2,030,130.
[AGENT][NEUTRAL] That was 203.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] 203103 0 I'm sorry.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] 2,030,130
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And, and did that one, that one went through or?
[CUSTOMER][NEGATIVE] No, it did not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the error message that you're getting?
[CUSTOMER][NEGATIVE] That uh what I said no user found with the information that was entered mhm.
[AGENT][NEUTRAL] And you use a plan.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] But like I said, I called this morning just to get um claim information and that was the updated member number that they gave me for that patient.
[AGENT][NEUTRAL] OK, and can I get a good call back number just in case we're disconnected, [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, that one is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and you've already filed a claim for them or?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And there's a um.
[AGENT][NEUTRAL] Let me pull up the thing again um there's a number.
[AGENT][NEUTRAL] On the app on the the claim form that's the number that you need to put in there for the customer number.
[AGENT][NEUTRAL] Uh, let me get that one number for you.
[CUSTOMER][NEUTRAL] OK, she gave me, she gave me the claim number for that because we didn't have the EOB either, um, and the claim number is not working either.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She faxed me the EOB so I do have it now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what though, she
[CUSTOMER][NEUTRAL] The policy number on the EOB's got a 0 in front of it. She didn't give me that. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, still didn't work.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I don't know if it would or not, but it's always worth a try.
[CUSTOMER][NEGATIVE] Yeah, I mean I can't seem to get like I've done claim number I've done patient account number and it just keeps telling me no user found.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've got the right tax ID.
[AGENT][NEUTRAL] Alright, which form did you send in? Oh.
[CUSTOMER][NEUTRAL] I'm trying to do it online.
[CUSTOMER][NEUTRAL] So I'm trying to create a login to the provider portal.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I know you have to have already submitted a claim before you can register it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the portal.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And so that's the this claim information that I'm trying to use this from February.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the the date of service was in November, but the payment was in February.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's saying if you used form UB 04 CMS 1450 use whatever you put in box 3A.
[AGENT][NEUTRAL] And if you use CMS 1500 to use whatever you put in the box 26.
[AGENT][NEUTRAL] And from the ADA form box 23.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] We probably want to use that CMS 1500 because I think that's a hexA we'll see.
[AGENT][NEUTRAL] OK, and what, what did you put in box 26 is what you need to put for the, yeah, and put that in the patient's account number and think that'll work.
[CUSTOMER][NEUTRAL] That's what I'm pulling it up to look OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] It still says no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, alright, I will need to get you with somebody in the claims department that can help you further with that, um.
[AGENT][NEUTRAL] If you don't mind, I can put you on hold for just a moment and connect you with them.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, they can help me with a log in?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and hold on just a moment.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] Uh, APL, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi [PII], this is London customer services. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you?
[AGENT][NEUTRAL] I'm good. I have a provider on the phone that's having problems with the online service center.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEGATIVE] I tried to help her with as much as I could on the guru cards, but she still can't get in.
[CUSTOMER][NEGATIVE] Cause they be asking, I don't know if I understand, they be asking for stuff that don't even exist. Some people don't even have no. You can send over I'll be able to, what's their name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Uh, you can send over. Did she have a policy number that she was calling about?
[AGENT][NEUTRAL] Uh, yes, one of them is 203-013-0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, participant to the uh.
[AGENT][NEUTRAL] Last name [PII].
[CUSTOMER][POSITIVE] OK. All right, you can send over. I'll be able to see if I can assist you. Hopefully I can. Have a good one. You're welcome.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] All right. Yeah, thank you, [PII]. You too. Bye.
[CUSTOMER][NEUTRAL] Hello, how are you