AccountId: 011433970860
ContactId: bc5721fb-7eb5-4b7c-8068-cbc372d896e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1025560 ms
Total Talk Time (AGENT): 217567 ms
Total Talk Time (CUSTOMER): 176884 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/bc5721fb-7eb5-4b7c-8068-cbc372d896e4_20250418T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from the provider office for claims.
[AGENT][NEUTRAL] I can help you, [PII]. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02363955 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you said that you're checking claim status, what's the date of service?
[CUSTOMER][NEUTRAL] Uh, the first one will be for [PII]. The amount was billed for $330 even.
[AGENT][NEUTRAL] How many do you have?
[CUSTOMER][NEUTRAL] I have 123.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] For this patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And give me the other data service and you can also with this mini check it on our online service center at [PII] as well. Go ahead and give me the other dates of service and the charge.
[CUSTOMER][NEUTRAL] It's uh [PII] for 330.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Give me all of them.
[CUSTOMER][NEUTRAL] OK, it's [PII] for 330.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] for 330.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that claim was billed for 294. That would be all.
[AGENT][NEUTRAL] OK, have you received explanation of benefits on any of these claims or dates of service? OK, one moment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm still pulling up the file.
[CUSTOMER][NEUTRAL] Yes, that's OK.
[AGENT][NEUTRAL] [PII], can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name [PII], last name [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And would you like for me to show you how to set up an online account?
[CUSTOMER][NEUTRAL] No, I have one, but it's already um locked. That's why.
[AGENT][NEUTRAL] One second.
[AGENT][NEUTRAL] I'm pulling up a claim. I want to verify the tax identification number. Give me a second.
[CUSTOMER][NEUTRAL] You want me to provide you the tax ID?
[AGENT][NEUTRAL] Give me one second, let me pull up one of the claims first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] These are all from the same provider, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the tax ID number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm also I'm kind of multitasking. I'm also going to the OSC. What is your user name?
[AGENT][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK hold on uh.
[AGENT][NEUTRAL] When you sign in because I do see.
[AGENT][NEGATIVE] It says password expired on my end.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm I said number sign the login is [PII]
[AGENT][NEUTRAL] But I need to verify your username.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, I don't see a username for you. I, I only, I see 3, but that does not match any of them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have another one but not for this provider.
[AGENT][NEUTRAL] OK. Have you set one up for this provider?
[CUSTOMER][NEUTRAL] Yes, the one that I provided to you.
[AGENT][NEUTRAL] OK, I'm looking at the admins I mean our OSC and I see other maybe employees logged creating an account, so it's a different username it's not the one that you gave me.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm well.
[AGENT][NEUTRAL] I don't show that there's one set up under the username you have.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, OK, I do see that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] And it's saying that you.
[AGENT][NEUTRAL] Your password has expired, so it's saying to reset your password it's not locked it's just saying you have to reset your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me try mhm.
[AGENT][NEUTRAL] Do you know how to do that?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] When you go to the [PII] website.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Since you already.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Have an account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You would enter the user name that you just gave me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then below it says forgot or reset password click on that link.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can still check these for you, but I just wanted you to get it.
[AGENT][NEUTRAL] In an active status online for future reference.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then I'll work on these statuses as you do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I see, OK, the verification code, give me one second, OK, let me put you on hold.
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][POSITIVE] Yes, I was able to reset the password. Thank you very much.
[AGENT][NEUTRAL] OK, I'm gonna refresh on my end to see if I can see it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, great. I do show it in an active status, so the dates of service that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I do it will keep them.
[AGENT][NEUTRAL] And I'm showing that none of them were paid. It says that the insured's primary provided full benefits on each of those um dates of service. I do have the claim numbers for each if you would like the claim numbers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Yes, please.
[AGENT][NEUTRAL] So for [PII].
[AGENT][NEUTRAL] The claim number is 351.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0520.
[AGENT][NEUTRAL] Let me know when you're ready for me to proceed.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Uh, date of service [PII], the claim number is 351.
[AGENT][NEUTRAL] 0380.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, date of service [PII], the claim number is 351-0528.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of service [PII]. The claim number is 351-0534.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], the claim number is 351.
[AGENT][NEUTRAL] 04.
[AGENT][NEUTRAL] 21.
[CUSTOMER][NEUTRAL] OK, all of them have been paid in full by the primary correct?
[AGENT][NEUTRAL] You know, the explanation that you sent that was sent with the claim shows that the primary paid in full, so there's nothing left for us to pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's OK. OK, thank you. Can I have your name and the reference number?
[AGENT][NEUTRAL] Do you have a copy of the primary EOD?
[CUSTOMER][POSITIVE] No, I have it. Don't worry.
[AGENT][NEUTRAL] OK. You'll use my name in today's date as your reference. [PII] and first initial last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you very much and have a nice day.
[AGENT][POSITIVE] Uh, you too, [PII], thanks for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.