AccountId: 011433970860
ContactId: 84109446-827b-42d8-9bd3-07630f4954b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369640 ms
Total Talk Time (AGENT): 175516 ms
Total Talk Time (CUSTOMER): 125522 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/84109446-827b-42d8-9bd3-07630f4954b0_20250604T18:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I wanted to see if uh claim was received.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Winning smile
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 214-611-9
[AGENT][NEUTRAL] OK, thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and 385.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] Miss, um, we have not received that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we've been sending it uh several different ways we've attempted to send it through our.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Dang, I can't think of the name our clearing house and also we tried faxing it and and it's so far not been able to get through.
[AGENT][POSITIVE] Very helpful.
[AGENT][NEUTRAL] OK, yeah, uh, what fax number? All right.
[CUSTOMER][NEUTRAL] And I know it's nothing on
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, I sent it to [PII].
[AGENT][NEUTRAL] Yeah, that is the correct fax number.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I tried it like 6 times yesterday.
[AGENT][NEUTRAL] Oh, yesterday?
[CUSTOMER][NEUTRAL] And then we used our.
[CUSTOMER][NEUTRAL] Mhm. Do you all accept claims electronically from [PII]?
[AGENT][NEUTRAL] Um, we do receive electronic submissions. We do have a payer ID that you can try and see if it goes through. Um, the payer ID is 60801.
[CUSTOMER][NEUTRAL] Yeah, that's the one we used as well.
[AGENT][NEUTRAL] Um, the fax that you sent in yesterday, was that the first time you were faxing it over or you have faxed it before and it didn't work?
[CUSTOMER][NEUTRAL] Mm mm just yesterday.
[AGENT][NEUTRAL] Just yesterday. OK, OK, got you. OK. Um, did you get any um respond back saying that it came through?
[CUSTOMER][NEGATIVE] Mm mm no no it said uh failure to deliver.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Are you, are you putting in one in front of the numbers?
[CUSTOMER][NEUTRAL] I tried it both ways with it without the one in front.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It just didn't go through. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have an email?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't take claims by email. Uh, the only other thing that I can think of, uh, if you have created a, an online account and you want to submit a claim online, you can.
[CUSTOMER][NEGATIVE] Mhm, I tried getting on the website and I also had trouble with that because it seems like.
[CUSTOMER][NEUTRAL] Which what what happened? Let me go see real quick maybe you can help me.
[CUSTOMER][NEUTRAL] Um, yeah, OK, when I try to log in.
[CUSTOMER][NEUTRAL] And use the information that I have it let me see what it says.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Yeah, it basically tell me like user ID not found.
[AGENT][NEUTRAL] Oh, OK, now, yeah, we have switched we have updated our online service center and you have to create the account again so everybody's creating a new accounts um since Monday. So, um, if you wanna just go ahead and try to create the account again, um, it's really easy once you create it because we have updated the system really, really well, so it has a lot more features. Mhm.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Oh yeah, since Monday.
[CUSTOMER][NEUTRAL] OK and um what's that website make sure I'm doing at the right place.
[AGENT][NEUTRAL] OK, there are two ways to get to it. Either you can go to [PII] or you can go to [PII]. If you go to [PII], it's just gonna go straight to that page. If you go to [PII], you just click on sign in and it will take you to the secure site.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then I'll be able to submit directly on that site.
[AGENT][NEUTRAL] Yes, you can submit claims directly on our side. Um, what you need to do is once you're there, you're gonna create your account and then you're gonna put provider.
[AGENT][NEUTRAL] And then you're gonna just go ahead and put your tax ID and your information of the company.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And um you have submitted claims before for [PII] correct?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] Yeah, OK, so you're gonna use um her um account number that you have set up for her, the account number that you have for her, and um just go ahead and create the account and you can submit the claims, you can view claims, you can get um claim um printouts like EOB's printouts.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Oh, that is available now online.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Well, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][POSITIVE] Mhm you too OK bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.