AccountId: 011433970860
ContactId: 9c725e1a-3b59-45d1-a316-d65489427752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220690 ms
Total Talk Time (AGENT): 100652 ms
Total Talk Time (CUSTOMER): 86987 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9c725e1a-3b59-45d1-a316-d65489427752_20250606T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to uh create an account as a provider but it says that I have to call you guys.
[AGENT][NEUTRAL] OK, so, um, are, do you already have claims processed with us?
[CUSTOMER][NEUTRAL] Um, I guess it's just as a secondary.
[CUSTOMER][NEUTRAL] I'm calling from Baptist Infusion Center.
[AGENT][NEUTRAL] OK, so in in order to set up an account with us, you have to have already had a claim on file. Do you have a patient EOB you can pull from or?
[CUSTOMER][NEUTRAL] I have no idea. This is a secondary. I don't know. I can, I can give you a patient ID.
[AGENT][NEUTRAL] Alright, OK, or you need, so you're trying to set up your account, correct?
[CUSTOMER][POSITIVE] I'm trying to set up an account so I don't have to call you guys every time that I have a patient as uh with uh American uh public life as a secondary to see the the benefits and stuff.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 023.
[CUSTOMER][NEUTRAL] 33144 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII]. I'm sorry.
[AGENT][NEUTRAL] And what date of service have you had with us?
[CUSTOMER][NEUTRAL] Uh, I'm trying to do it to do it for, uh, next week, [PII].
[AGENT][NEUTRAL] OK, so it
[CUSTOMER][NEUTRAL] I didn't do anything yet. I was in there.
[AGENT][NEUTRAL] Right, so, so the way in order to set up an account, you can't create an account until we have processed a claim until you've sent us a claim for a patient and then we've processed it because that's the only way to start an account once we've processed a claim and you receive the explanation of benefits, then you can create the account on our online portal.
[CUSTOMER][NEUTRAL] All right, so I don't think I have to, well, yes, can you tell me if this patient is active and uh the benefits how it works?
[AGENT][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Because I cannot submit the claim until until.
[AGENT][POSITIVE] Right, yeah, yeah, I can give you a good.
[CUSTOMER][NEUTRAL] He's, he's not been seen yet.
[AGENT][NEUTRAL] Um, and that was for outpatient?
[CUSTOMER][NEUTRAL] It's outpatient hospital, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um I think I'm sorry, I didn't catch your name and then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] and call back [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Um, looks like this policy is active and effective [PII].
[AGENT][POSITIVE] And let me get the benefits pulled up.
[AGENT][NEUTRAL] It's not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, so for this policy, it's going to pay $1000 per calendar year per covered person.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so that's the way this plan works is after Primary processes the claim, if there's any leftover deductible, co-pay or co-insurance, we will pay 100% up to $1000.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So can I have the reference number for this call?
[AGENT][NEUTRAL] Uh, yes, it's my name is [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you, [PII]. So let's see when this pay this claim is paid to see if I can open an account with you guys. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.