AccountId: 011433970860
ContactId: d34caa7b-df0f-4450-b3b6-672738e1f7d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277970 ms
Total Talk Time (AGENT): 94834 ms
Total Talk Time (CUSTOMER): 139364 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d34caa7b-df0f-4450-b3b6-672738e1f7d5_20250109T13:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name is [PII]. I was calling to for two things, um, I was trying to check the status of a claim from November and also I called earlier and the machine directed me to the website. I was trying to create a user profile as it's our first time, but I wasn't able to go forward once I put in our tax ID to create a profile.
[AGENT][NEUTRAL] OK, and you're checking claim status for a patient. What's their policy number?
[CUSTOMER][NEUTRAL] Sure it's 02546146.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] That's a great date of birth.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, thank you for verifying that and we're checking claim status.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] For 11 1824 data service.
[AGENT][NEUTRAL] And what's the charge?
[CUSTOMER][NEUTRAL] Um, total 415.
[AGENT][NEUTRAL] OK, so I'm showing a payment of $127.40 was processed on the [PII].
[CUSTOMER][NEUTRAL] OK, 1210 maybe doctor hasn't put it on my desk, is it? Was there any um patients out of pocket responsibility?
[AGENT][NEUTRAL] We do not determine patients responsibility. Um, did you need the claim number?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Or a check number please mhm.
[AGENT][NEUTRAL] Uh check number is 2017506.
[CUSTOMER][POSITIVE] OK, that's perfect that's all I need now um for help with the online um profile, are you able to help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh huh so when you try to create an account, um, it asks you for the role that best describes you, and then it asks you for the provider's tax ID number and the patient account number on the claim. Did you? OK, so what you enter there must match what's in our system, so let's take a look at that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] So I was checking on the patient that I um you just gave me the information on and when I click that it hang on one second, now it says searching maybe because I had a.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEGATIVE] Before it told me that nothing was found and to contact the [PII] number, which is what I did but now it's giving me something different. It just says searching now, yeah, so I got an error message. Oops, there seems to be a problem. No user was found with that.
[AGENT][NEUTRAL] What tax ID number did you use?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient account number?
[CUSTOMER][NEUTRAL] The one I just gave you is 02546146.
[AGENT][NEUTRAL] OK, that's our policy number, the patient account number that's on the the ADA form.
[CUSTOMER][NEUTRAL] So I don't have that that's the number that's on the ADA form?
[AGENT][NEUTRAL] So it's not our policy number, the patient account number is assigned by the doctor's office for the patient.
[CUSTOMER][NEUTRAL] Oh, OK, hang on one second, let me look on the.
[CUSTOMER][NEUTRAL] Alright, that's so that's new to me.
[CUSTOMER][NEUTRAL] I'm looking on the ADA form, I guess I could go on the computer.
[CUSTOMER][NEUTRAL] Alright, that's interesting. um, let me just ask you, do you show that information?
[AGENT][NEUTRAL] Mhm it's on there it's in box 23.
[CUSTOMER][NEUTRAL] Hang on one second, let me go to box 23.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me put on my glasses.
[CUSTOMER][NEUTRAL] Oh, I'll be [PII]. There it is. Hold on 830901.
[CUSTOMER][POSITIVE] All right, wow, thank you for that information. I would have never um.
[CUSTOMER][NEUTRAL] No, so that's how you guys um go so I can now create a profile.
[AGENT][NEUTRAL] Yeah, when you created the account, when you would ask for the tax ID below that, it said that the patient account number is the number that's on for the dental claim box 23 of your claim form, so I think it was in that instruction when you signed on, yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK perfect alrighty um well great thank you for that information I'll go ahead and create the profile.
[AGENT][POSITIVE] Alright, any other questions I can help out with today?
[CUSTOMER][POSITIVE] Um, no, that's all, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling ATL have a good day.
[CUSTOMER][NEUTRAL] You too.