AccountId: 011433970860
ContactId: cf531856-3d1f-406f-9fb8-36f7c18eca1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1143030 ms
Total Talk Time (AGENT): 466144 ms
Total Talk Time (CUSTOMER): 187723 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cf531856-3d1f-406f-9fb8-36f7c18eca1c_20250305T15:58_UTC.wav
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[AGENT][NEUTRAL] We one of the years.
[CUSTOMER][NEUTRAL] See buenasia minore merle yourtravajo office in [PII].
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Similar tetrado dereal er er we portal er comuno nomo alparel me majinojeo nomo mandado to avian clay present no cuentran a patient account in no puedo ari la cuento.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the end, um, hm.
[AGENT][NEGATIVE] Who's this a no.
[CUSTOMER][NEUTRAL] No, the HO epoil like loremopotaqueyoten go through the he osequere peroin notes no pue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Clarooro Santana.
[AGENT][NEUTRAL] They head what I say the key.
[AGENT][NEUTRAL] OK, still the gender portalad and apartee dondeva I don they nobusario esco so you may go a dental provider.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] It will be the tax ID it will be lacuentaciente.
[CUSTOMER][NEUTRAL] Correct, uh, on the nome uh.
[CUSTOMER][NEUTRAL] Idea al Pasore.
[AGENT][NEUTRAL] La la tiendo.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Surprimeramente purer telephone call is.
[CUSTOMER][NEUTRAL] The theater you say?
[CUSTOMER][NEUTRAL] Nue cuatrodo de cuatrocho.
[AGENT][NEUTRAL] Which you can ask, is this a reta or extension.
[CUSTOMER][NEGATIVE] No, no, no, you don't.
[AGENT][POSITIVE] Perfect system a male pur permitir por favor unminu and lineabu and contact consercompodemos a solver taistaito.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yeah it's gonna say.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi, good morning. How are you doing?
[AGENT][NEUTRAL] Good, good. Um, sorry to bother you so. I have a provider on the phone who's trying to create uh an account with us in the portal and the reason she's calling is because
[AGENT][NEUTRAL] This is what she told me, um, they haven't sent a claim yet. They, they were trying to create the account first and then submit the claim, I believe, through the portal. Uh, but the only option that they have when they go to step 2 is the tax ID and then the patient's account, um.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She said that every time she put the patient's account, the system says that it's, it's uh the patient is not on file and of course it's not gonna be on file because they haven't sent any claim yet. Is there any other way that they can do that?
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause it's it's, it's a little.
[AGENT][NEUTRAL] I mean, it's a little weird that they, they asked for the patient's account if
[AGENT][NEUTRAL] The provider hasn't submitted any claim yet, you know, or, or one needs to verify if the patient's account is on the system if there's no claims yet, you know, it's just.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Shouldn't be that way.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. No, no, you're good, you're good.
[AGENT][NEUTRAL] I thought you, you, you might know if there was any other way that that they can create the account.
[AGENT][NEUTRAL] Without the patient's account.
[AGENT][POSITIVE] All right, [PII], thank you very much. Uh-huh.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] Got it. Yeah, but I don't think they, they, they do that. Well, well, I don't know. Let me, let me go and ask them. [PII], thank you very much. You have a great day.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] [PII], good morning. How are you doing?
[AGENT][NEUTRAL] Very good, thank you. It's been a long time. [PII], I have a question. I have a provider on the phone who's trying to create an online account with us.
[AGENT][NEUTRAL] Uh, when she goes to the provider, you know, trying to, uh, log in stuff, um, we request the tax ID number and the patient's account number. She's stuck in that part because, uh, what she's telling me is that they haven't submitted any claim yet. They were trying to create the account first and then send the claims through there.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But the, the system still not let them go to step 3. Do you know is there any other way that they can do that without the patient's gown?
[AGENT][NEUTRAL] We don't know anything about the provider. OK, do you know where I can call and maybe they have such information?
[AGENT][NEUTRAL] I always.
[AGENT][NEUTRAL] Yeah, it's it's so so many things.
[AGENT][NEUTRAL] Might help
[AGENT][POSITIVE] I think actually the way I can find the coolest stuff I totally forgot about it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Did they remove it without tools or something.
[AGENT][NEUTRAL] Yeah, cause it's a little, it's a little complicated, you know, cause, I mean, some providers trying to create the account first before submitting a claim, so why do you have to, or why the system wants to verify the patient's account if we don't have any account yet? It's
[AGENT][NEUTRAL] I don't know, a little weird.
[AGENT][NEUTRAL] a patient that they're gonna file a claim for you think they have the.
[AGENT][NEUTRAL] OK, and the the provider.
[AGENT][NEUTRAL] To create a new account for each CIN, the provider must have claim already on file it. OK.
[AGENT][POSITIVE] They must have a claim first. OK. Yeah, probably that's, that's, that's the best way that they can do that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I mean, she said that apparently they uh she works with another providers as well and they have the accounts so maybe they, she can submit the claim through that provider or it's gonna be.
[AGENT][NEUTRAL] No. Got you.
[AGENT][NEUTRAL] No problem. But they are, but like you said, the system says that they need to submit a claim first.
[AGENT][NEUTRAL] Before creating the account, got you.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] [PII], thank you very much. I appreciate you.
[AGENT][POSITIVE] Have a good one. You too, bye.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] See when I study.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Perfect. I see bus bus the grad in contact of conoja forest maim inform and key dee basa neitartener unreclamo and systemma parapo rear la cuenta de elloque el el pasodos is tanto verificarel tax ID como la cuenta del paciente paraporearla.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] He [PII] no so clamo momentore so uh no no permit care like la cuenta correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No way.
[CUSTOMER][POSITIVE] OK, correct, uh, just to be lucky and and I like the city no matter.
[AGENT][NEUTRAL] Peron center me.
[CUSTOMER][NEUTRAL] See buena erao lake atrabete facts nonmero tambienbumanda el reclamo melo puede see.
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Correct, Clara Gooel Luo de facto siete.
[AGENT][NEUTRAL] Rese Cinco Binticuatro.
[AGENT][NEUTRAL] It was trese Cinco nu cuatro veinitreses a number of facts.
[CUSTOMER][NEUTRAL] OK, they have me uh.
[CUSTOMER][NEUTRAL] A la no electroniced I'm being perdovianoueto el el el urotroma er er el per ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Iladique.
[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] Ean
[AGENT][NEUTRAL] Silala direction and Phyomenta LPO box.
[CUSTOMER][NEUTRAL] See Clara those informers are not here.
[AGENT][NEUTRAL] Plaso puestosismo.
[AGENT][NEUTRAL] memoria.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And payer ID.
[AGENT][NEUTRAL] Listed payer ID.
[AGENT][NEUTRAL] Nosaolala direction and yo is el [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It is in [PII], [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] It's OK, correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Elgo postal is [PII]
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] need to.
[AGENT][NEUTRAL] Elgo postal es cite [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ere unodo cuatro guillo cocosero.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll be uh mm.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] your potato.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Here in the permit on the.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] It has a pay ID is 002 uno.
[CUSTOMER][MIXED] Yeah, er, perfetolo pero tao lechegando que elpio voque doa queo de permandalo claim estovoque domeparmandalo claim que.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See Ele there is.
[CUSTOMER][POSITIVE] Poca with that taking a CMS eheque yeah, OK, perfect. I'm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See direction is is an direction actoria una in [PII].
[CUSTOMER][NEUTRAL] Muna de vieja.
[AGENT][NEUTRAL] See that
[CUSTOMER][NEUTRAL] In [PII] is that [PII].
[AGENT][NEUTRAL] Correct, to see, you know, it's a direction Ja Ja Jano is on the.
[CUSTOMER][NEUTRAL] OK perfect and that's a tela um araotra cosita tienenambi paraman that claim.
[AGENT][NEUTRAL] Uh, no emails say nothing. I will send us an email.
[CUSTOMER][NEUTRAL] No, solopo, electronic.
[AGENT][NEUTRAL] Electrono facts er one regular corre it ambien and elcaso condo tengalo portunia la la.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, tell you when but.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Bye bye.