AccountId: 011433970860
ContactId: a2bc0c4d-7877-4c17-81ef-3d4b96277537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257178 ms
Total Talk Time (AGENT): 99680 ms
Total Talk Time (CUSTOMER): 68204 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a2bc0c4d-7877-4c17-81ef-3d4b96277537_20250213T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I think I just talked to you a while ago. I'm, I'm trying to create this account and I'm using the.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEGATIVE] Yeah, I'm using that number that's on the form but it's still saying no user found.
[AGENT][NEUTRAL] OK, let me pull that up really quick.
[AGENT][NEUTRAL] And this is for [PII], right?
[CUSTOMER][NEGATIVE] Yeah, well, I'm just trying to create a login in general, but it won't let me.
[AGENT][NEUTRAL] OK, go ahead and
[AGENT][NEUTRAL] I know it, but I got to verify you verify the information again since you called again. What is his date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Now, where are you in the process?
[CUSTOMER][NEGATIVE] I'm still in the beginning. Put it. I'll put the tax ID and the patient account number that's on the ADA form, but it keeps saying no information, no user was found with this information that was in there.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, let me pull up the claim because what we have in our system for the tax ID and the patient account number has to match what you're entering. What did you use for the tax identification number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. And what did you enter as the patient account number?
[CUSTOMER][NEUTRAL] Uh, the one that it shows on the claim is [PII].
[AGENT][NEUTRAL] OK, we got something different. Let me pull up the claim real quick.
[AGENT][NEUTRAL] And what box did you find that that uh patient account number in on the claim?
[CUSTOMER][NEUTRAL] Box 23.
[AGENT][NEUTRAL] OK, so on the claim that we received from this office.
[AGENT][NEUTRAL] South pollen Mint dentistry. It shows C as in Charlie, J as in Jack.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then 4 A's.
[AGENT][NEUTRAL] And then XTI.
[CUSTOMER][POSITIVE] OK, that works thank you so much.
[AGENT][NEUTRAL] OK, and let me know. I wanna make sure you receipt that you're able to locate.
[AGENT][NEUTRAL] The claim and the ELB.
[CUSTOMER][NEUTRAL] Oh OK well let me create this account real quick.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, and so the two key things is that the patient account number that you use, I don't know if you just do billing for one provider or not, but if so, um.
[AGENT][NEUTRAL] If it's the same provider, of course you're good, but if you do billing for different providers, it's it's gonna look for that particular provider's tax identification number and then the patient account number on the claim.
[AGENT][NEUTRAL] Just FYI.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should be able to search it by the claim number. Do you have the claim number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just waiting for it to create the account already filled everything out, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Gonna pull up your tax ID number. OK.
[CUSTOMER][NEUTRAL] Alright, there we go.
[AGENT][NEUTRAL] And I see it in the file, so you should be able to see it on the web on the um website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me put that claim number in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Pa
[CUSTOMER][POSITIVE] All right perfect I found it thank you so much.
[AGENT][POSITIVE] OK, very good. Thank you, [PII], for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Mhm you too. Thank you again.
[AGENT][NEUTRAL] Bye-bye. Bye-bye.