AccountId: 011433970860
ContactId: 9ffe88bb-65a4-4c2d-8b5c-5a62b9b8515c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219520 ms
Total Talk Time (AGENT): 108010 ms
Total Talk Time (CUSTOMER): 129734 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9ffe88bb-65a4-4c2d-8b5c-5a62b9b8515c_20250108T22:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I have a question. Um, we have a medical provider which is internal medicine, and he would like to know what is the process to perhaps get credentialed with um APL for those members that may have that as a gap insurance, for example, um, I search online and there's not really like a process planed. um, how can we go ahead and become providers to be able to be a network?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Are you just wanting it so that you can um
[AGENT][NEUTRAL] Send the claims in for the insured, is that correct?
[CUSTOMER][NEUTRAL] Exactly, exactly, for example, um, me myself, you know, through a different company we go ahead and have a health plan as a primary and we have a secondary with IPL which covers, you know, let's say something that doesn't cover the primary. Do we need like a specific credentialing for you guys or we just have to submit the claims and you guys will automatically, um, you know, pay based on the on the patient?
[AGENT][NEUTRAL] OK, so, um, what we're going to need is your W-9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll need to send that into us so that we can set you up as a provider.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and where do we send that?
[AGENT][NEUTRAL] Let me give you the address that that will go to.
[CUSTOMER][NEUTRAL] You see.
[AGENT][NEUTRAL] It's gonna be just a second while I look it up for you because I don't know it off the top of my head.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And that needs to be mailed out or can we fax it or email it?
[AGENT][NEUTRAL] Uh, you should be able to email it, um.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] The W-9 form and then just put in the body of the email that you would like to be considered as a provider um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We have an online service center that you would be able to use once you're set up and let me give you uh there's two websites I'm gonna give you um first is gonna be the care the care team email address and that's CARE.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] T E A M.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, say that one more time after the a sign you broke you broke a little bit.
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Once, once you're set up as a provider, then we have a website that you can go to. It's an online service center, a portal, and that website is secured as E [PII]
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, perfect. So the, the email that we should be sending the W9 form to be considered is the [PII] [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, [PII], yes, you got it.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, perfect. So we'll go ahead and do that. Thank you so much.
[AGENT][POSITIVE] You're so very welcome I appreciate.