AccountId: 011433970860
ContactId: 7a9de48e-810c-43f4-a4b2-4a3639165b12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174800 ms
Total Talk Time (AGENT): 90742 ms
Total Talk Time (CUSTOMER): 70250 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/7a9de48e-810c-43f4-a4b2-4a3639165b12_20241231T14:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to register as a new user for the website and something's going on, it won't let me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can help you with that. It would be my pleasure. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Uh, for the patient? Yeah, let me.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] No problem. Or do you have a claim number?
[CUSTOMER][NEUTRAL] Let me get to it, hold on.
[CUSTOMER][NEUTRAL] Uh, let me check, hold on.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] OK. I think her number is um
[CUSTOMER][NEUTRAL] 2110267
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] I spoke with you earlier, didn't I? This is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful. Let me just pull that.
[CUSTOMER][NEUTRAL] I'm trying to get them to the website.
[AGENT][POSITIVE] Yeah, let me get that claim number pulled up and everything for you.
[CUSTOMER][NEUTRAL] This is the one that I just called on a while ago that has to be rebuilt, yeah, so.
[AGENT][POSITIVE] Oh, that's right.
[AGENT][NEUTRAL] That's right. So if.
[AGENT][NEUTRAL] It's probably not letting you because we don't have a claim on file with your information.
[AGENT][NEUTRAL] So we have to have a claim on file for the provider um to from the provider to for for you to create an account because we don't have your tax ID no you know the patient account number and all that but you can fax that claim directly to us.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I think they already rebuild it, so I'll just wait what about how long should I wait before I can register?
[AGENT][NEUTRAL] So once it's processed then we'll have your information you can get EOBs online and then normally takes between 7 to 10 business days. Now we will be closed tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'll check back then maybe sometime next week or so.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah, and when you do create that account, be sure to use the patient's account number. You bill on a HIPA or UBO4.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Yeah, UBO4.
[AGENT][NEUTRAL] Hi. OK, be sure to use when it says patient's account number, be sure to use the account number listed in box 3A on the UBO4.
[CUSTOMER][NEUTRAL] Yeah, that's what I put on here too, but it's, it's just not uh letting me like you said they might not have our.
[AGENT][NEUTRAL] It's just so to have anything to find it.
[CUSTOMER][POSITIVE] Yeah, OK. OK, I'll try again. Thank you.
[AGENT][POSITIVE] I'm glad you got me, [PII]. It was a pleasure to assist you again and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.