AccountId: 011433970860
ContactId: 8c878684-89bf-4950-bc5c-5d98d10988e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237050 ms
Total Talk Time (AGENT): 140828 ms
Total Talk Time (CUSTOMER): 71966 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8c878684-89bf-4950-bc5c-5d98d10988e4_20250108T14:14_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Lexington Medical Center. I called, um, just a little while ago and got some information on a claim, and, um, I need to find out about getting the EOB. Can you, uh, can you look that up for me?
[AGENT][POSITIVE] It would be my pleasure to assist you, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] last initial [PII].
[AGENT][POSITIVE] All right. Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII], that's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the
[AGENT][NEUTRAL] Patient
[CUSTOMER][NEUTRAL] Uh, sure, that is.
[CUSTOMER][POSITIVE] Um, I'm sorry. You would think I would have that up right? It's right.
[AGENT][NEUTRAL] Or if you have the
[AGENT][NEUTRAL] Or if you have a claim number, I can look it up by claim number.
[CUSTOMER][NEUTRAL] Sure, the claim number is 354545-7.
[AGENT][NEUTRAL] OK. And the date is, what is the patient's name and date of birth as well?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And this is for data service 10524?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. Now we do have a provider portal where you have access to that EOB claim status and claim submission.
[AGENT][NEUTRAL] And it's a simple self-registration using the tax ID number and the patient's account number listed in box 3A on the UBO4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can get it there or I can fax it to you either way.
[CUSTOMER][POSITIVE] Um, yeah, if I could get that information, but if you could also fax it, that would be great.
[AGENT][NEUTRAL] OK. Let me, I'm gonna give you that information while I'm getting your facts ready. How about that? We'll kill two birds with one stone.
[CUSTOMER][POSITIVE] OK, sounds good
[AGENT][NEUTRAL] So if you go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna go in as a medi you're gonna go in as a new user and then I am a medical or dental provider is the option you're gonna choose.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it'll ask you for your tax number and the patient's account number and again that patient account number is listed in box 3A on the UBO or.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Then it'll ask you to create a login and password and because you have the claim number, there is a quick access claim.
[AGENT][NEUTRAL] Um, number for the EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll it'll pull that EOB. If you don't have a claim number, then you can use option 2. You will need the last four social of the policyholder, but you can check claim status online as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also submit claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is that fax number?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Um, our fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 794.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 668-1.
[AGENT][NEUTRAL] And let me just verify that fax number. I'm sending this to [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] That is on the way for you.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate that [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Well, it's been my pleasure to help you with that EOB this morning, [PII]. Anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a lovely day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.