AccountId: 011433970860
ContactId: c3d3c3ff-3be1-433b-89fe-a2eb98316f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529239 ms
Total Talk Time (AGENT): 139861 ms
Total Talk Time (CUSTOMER): 216075 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c3d3c3ff-3be1-433b-89fe-a2eb98316f24_20250613T17:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APA. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for a claim please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, [PII] from Intermountain Healthcare.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, policy is, let me see, where is it? Oh, give me one second.
[CUSTOMER][NEUTRAL] I'm sorry, I'm looking at oh, there's two it says inpatient and outpatient and it's either.
[AGENT][NEUTRAL] Either one of those will be fine.
[CUSTOMER][NEUTRAL] OK. 02141739 ML 7.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes, actually I do have um that you guys received the, actually it says duplicate, so I want to know how the original one processed, if you don't mind.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service was it for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Was it for an office visit?
[CUSTOMER][NEUTRAL] Yes, so which, if I'm looking at the card, it looks like they only have hospital benefits is that what?
[AGENT][NEUTRAL] Right. This, yes, this policy doesn't cover office visits or wellness office visits.
[CUSTOMER][NEUTRAL] It is? Oh OK.
[CUSTOMER][NEUTRAL] Hm, no office visit. OK, so did it denied for the reason because the only claim I have, it ends actually, what is it? What's the claim number that you have?
[AGENT][NEUTRAL] The one that denied for office visit not covered is 357-465-2.
[CUSTOMER][NEUTRAL] Yeah, I don't have that one. For some reason, I have one that denied a duplicate, maybe it was from the other insurance or not. Is there any way I could get that EOB? I do have an account with you guys, but I got locked because I forgot my password and I tried many times. Is there any way I could um get it emailed over, or what's another way you could send it over?
[AGENT][NEUTRAL] I can fax it to you.
[CUSTOMER][NEUTRAL] Oh facts.
[AGENT][NEGATIVE] Our email is not scary enough to email.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK. Let me give you the fax number. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And if it could be put to my attention, so like they can send it to me directly.
[AGENT][NEUTRAL] OK, I'll send that to you, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] If you want to try to re-register, they just changed our online service center. So if you wanna go in there and try to re-register and set up a new account, you, it will probably, uh.
[CUSTOMER][NEUTRAL] OK, and is it um.
[CUSTOMER][NEUTRAL] Because I did hit um what's it called, forgot my password and it um it sent me an email with the like a temporary password I guess and then I press OK continue and it keeps on saying my email is not found, but it's weird because I do get the password, so the email is there, you know what I mean? So I'm not sure what else to do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Have you tried it in the last few days?
[CUSTOMER][NEUTRAL] Today, just today, I did that.
[AGENT][NEUTRAL] Oh, you did today? Um.
[AGENT][NEUTRAL] Not sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll just keep on trying, if not worse, I mean, I will have to do another account, but um yeah, if you could get that faxed over for this one time, I would really appreciate it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can look and see. Hold on just a second. Let me look.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] At something.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Because we just got something on it this morning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Into your password.
[AGENT][NEUTRAL] And what was it saying again? I'm sorry.
[CUSTOMER][NEUTRAL] What was the what? I'm sorry?
[AGENT][NEUTRAL] What was the online service center saying again?
[CUSTOMER][NEUTRAL] Oh, like, OK, for example, right now, I just forgot my password. It asked me to enter my email address so I could get a verification code, which I do get the verification in, and I enter the verification code. Let me put it in again, verification code. It says, OK, email address was verified. And then it says
[CUSTOMER][NEUTRAL] Continue or change my email, so I put continue and it says an account cannot be found for this email, but it's weird because I do get your messages with the code, you know what I mean? So that means I do have an account, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It says account cannot be found for the provider user ID.
[AGENT][NEUTRAL] I know I had a trouble getting into mine earlier. It was telling me that, but I kept, for some reason, I kept putting the wrong email. Something in the email wasn't right, but I finally got into it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I was trying to see if it had anything on here.
[AGENT][NEUTRAL] It didn't have anything on there, um.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] I'm not seeing anything right now. I could call you back if I find, when I find out about it.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] So no, they did change the whole website.
[AGENT][POSITIVE] Yes, ma'am. I can call you back. I can find out.
[CUSTOMER][NEUTRAL] OK, yeah, no problem, do you have my phone number? I'm not sure if I provide it to you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Actually I can give you my extension so you will be transferred all over. It's [PII] and I will be in here until.
[CUSTOMER][NEUTRAL] [PII] Pacific Standard Time.
[AGENT][NEUTRAL] OK. And what was that extension again? I'm sorry.
[CUSTOMER][NEUTRAL] Um, [PII]. It's a long extension, almost like a whole number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I got that. Thank you.
[CUSTOMER][NEUTRAL] OK, and you say you could fax that that EOB, right? Meanwhile?
[AGENT][POSITIVE] Yes, I will fax it to you right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you have a wonderful day. Thank you for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.