AccountId: 011433970860
ContactId: 8229af35-7254-4aea-9e80-e88930066325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394470 ms
Total Talk Time (AGENT): 198070 ms
Total Talk Time (CUSTOMER): 151588 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/8229af35-7254-4aea-9e80-e88930066325_20250116T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] how may I help you?
[CUSTOMER][NEGATIVE] [PII], my name is [PII]. I'm calling from cloud, um, business services and I'm trying to register as a new user on your website and it will not allow me. It's kicking me out for some reason I can't get past them too.
[AGENT][NEUTRAL] OK, Ms. [PII], um, first, can I get your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, ma'am. And then, um,
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So you're trying to sign up as a newer in the online service center. Are you trying to sign up for the business or are you trying to sign up as an individual?
[CUSTOMER][NEUTRAL] Uh, for the business as a medical provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] As a medical provider.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're with McCloud you said have you sent in.
[CUSTOMER][NEUTRAL] Regional, yes ma'am.
[AGENT][NEUTRAL] Yes ma'am, have you guys sent in your W-9 form to be set up as a provider?
[CUSTOMER][NEUTRAL] Um, that I'm not really, I can't really say.
[AGENT][NEUTRAL] OK, OK, so a W-9.
[CUSTOMER][NEUTRAL] I will have to ask about that.
[AGENT][NEUTRAL] Yes ma'am, a W-9 form will need to be sent in, um, to be set up as a provider.
[AGENT][NEUTRAL] And when you go into the online service center for the first time.
[AGENT][NEUTRAL] A patient would have to be.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Billed and paid by us so we because we use your account number that you use for the patient so that we have that account number that we can you know put the patient in the online service for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the first step is
[CUSTOMER][NEUTRAL] Well, I have an account number that's why I wanted to I was trying to pull it up because um it didn't pay it denied out as a duplicate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then one of the girls here called and she was told that um we were billing the incorrect payer ID and I'm trying to verify that on your website but it wouldn't give me the information I need that's why I was on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand, I understand.
[CUSTOMER][NEUTRAL] Cause
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The patient card that we have on file that we build, it does not have any information about filing electronically it doesn't have the payer ID on it and I need that information yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK, OK, Miss [PII], I might be able to help you in another direction here. What is, uh, the patient's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This patient um is [PII]
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have his policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do, um, it is let me get it, 02052175.
[AGENT][NEUTRAL] OK, let me repeat that to you. 02052175, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me pull that in.
[AGENT][NEUTRAL] And see who he's with.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so the um payer ID number, let me give that to you.
[AGENT][NEUTRAL] It's 60, it's 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we also have a fax number that you can send claims to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes ma'am and let me give you the mailing address for the claims it's [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you happen to know um.
[CUSTOMER][NEUTRAL] If you have a payer ID listed at 57,080.
[AGENT][NEUTRAL] No, ma'am. That does not sound familiar to me. Um.
[CUSTOMER][NEUTRAL] Or.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the reason I'm asking is, do you, uh, maybe I should ask this question, does each um group have its own payer ID?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] All right, it's the same for this for American public.
[AGENT][NEUTRAL] Right, for American Public Life, it's 60801.
[CUSTOMER][NEUTRAL] I'm just trying to figure out where we got the 57,080 from.
[CUSTOMER][NEUTRAL] OK, that's why I was asking because that's, that's why it never went out, I guess because it was going to the wrong payer ID.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh no, yes, if you send it, if you send it to one of the three places that I gave you for claims, we should be able to process this once we get it, it takes 7, well, I'm gonna say 7 to 10 business days to process it completely after the examiners, you know, examine it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, do you, what is your timely filing?
[AGENT][NEUTRAL] We don't have one, so as long as the insured was covered on the date of service, you can file at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Uh, Ms. [PII], do you have any other questions? I'm glad I was able to help you at least a little bit.
[CUSTOMER][POSITIVE] Uh, yeah, I appreciate that too. Thank you so much. No, I'm good now. Thank you.
[AGENT][POSITIVE] You're so welcome. All right. OK, well, you have a blessed day and thanks so much for calling ATL Ms. [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too thank you. OK, uh bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.