AccountId: 011433970860
ContactId: 8678c2e0-1538-40c5-8922-6a26342bcb2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506970 ms
Total Talk Time (AGENT): 137317 ms
Total Talk Time (CUSTOMER): 154059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/8678c2e0-1538-40c5-8922-6a26342bcb2a_20250228T22:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Family Focused Care billing department. Uh, I'm just calling in to get an assistance in creating an account in the portal. Uh, it seems to be that I'm receiving an error saying no user was found with the information was entered and had to call this number.
[AGENT][NEUTRAL] OK, so your provider just trying to get on to the site, is that correct?
[CUSTOMER][POSITIVE] Yes. Yes, that's correct.
[AGENT][NEUTRAL] OK, so let's see what we need to do here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have your provider number or your provider tax ID?
[CUSTOMER][NEUTRAL] Yes, uh, tax ID number would be 452.
[CUSTOMER][NEUTRAL] 254-526
[CUSTOMER][NEUTRAL] Uh, provider ID would you need that? Uh, I do have it as well.
[AGENT][NEUTRAL] Let me try this and see if we can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Is your provider number 1746973?
[CUSTOMER][NEUTRAL] Uh, no. Um, provider ID number is 198298.
[CUSTOMER][NEUTRAL] 4779.
[AGENT][NEUTRAL] It's not coming up. Let me, give me just a second here.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] And it's just telling you no user found, right?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] I wonder if it's never been set up. Have you guys filed any claims with us before?
[CUSTOMER][NEUTRAL] Yes, we did. Actually, I do have a claim here and I would like to check the status for, uh, I, the date of service for this one is [PII]. So I just wanna check if
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, there has been, uh, an account already created or I don't know, um,
[CUSTOMER][NEUTRAL] I just need an access to the portal.
[AGENT][NEUTRAL] Yeah, cause that tax ID is not coming up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can check the claim for you if you need me to, but I'm not.
[AGENT][NEUTRAL] Even finding the provider because I know that you have to submit like we have to have a claim on file before you can actually access the portal online and then I know if you have like different tax IDs you have to have a username log in for each one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] We can try to check if the claim did push through first on your end. Maybe it did not. That's why it's not pulling up any records for us.
[AGENT][NEUTRAL] OK, yeah, let's look. What's the patient's policy number? Do you have that?
[CUSTOMER][NEUTRAL] Yes, uh, policy ID number is 1519614.
[AGENT][POSITIVE] All right, thank you so much. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is under [PII]. Date of birth is uh [PII].
[AGENT][NEUTRAL] OK, and then data service?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I don't see any claim on file for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, let me just note that here.
[CUSTOMER][NEUTRAL] But the patient's account is still active.
[AGENT][NEUTRAL] Uh, yes, patient account is still active. It looks like, let me give you the effective date. Let's see, um.
[CUSTOMER][NEUTRAL] Yes, please. OK.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] Patient is still active.
[CUSTOMER][NEUTRAL] Thank you so much. Uh, [PII]. I would just like to verify one information, uh, maybe the claim did really did not push through. Um, based on the ID card, it should be submitted to [PII]. Um, is this like through mail only or uh do you have like the uh EDI payer ID number?
[AGENT][NEUTRAL] Mhm. We have a payer ID and actually that address is incorrect. So let me give you the correct mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claims mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] I got it. Thank you so much, [PII]. And um I'm sorry, uh what would be the timely filing for claim submission?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, sir. That's it for me for today. Uh, I'll just try to resubmit the claim uh with the information that you have provided. Thank you for your assistance.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You too. Take care. Bye-bye.
[AGENT][NEUTRAL] Bye bye.