AccountId: 011433970860
ContactId: d57d73bc-27fe-4e1f-b0b6-fd0963b6c866
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428489 ms
Total Talk Time (AGENT): 133400 ms
Total Talk Time (CUSTOMER): 184709 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d57d73bc-27fe-4e1f-b0b6-fd0963b6c866_20250603T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII]. I am calling from Home dialysis Services Rockford. I'm calling to check claim status please.
[AGENT][NEUTRAL] I can help you with claim status. [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh yes, my direct line is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, that is 02350207.
[AGENT][NEUTRAL] One moment while I look it up.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have the claim number or the date of service?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, I have a data service, um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For $18,000.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said the [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing any claim on file for that date of service.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] We try.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, did you fax it in or mail it?
[CUSTOMER][NEUTRAL] Um, I'm not sure how they sent it in, um.
[CUSTOMER][NEUTRAL] Because I can't see that at the moment, um, what ways can I.
[AGENT][NEUTRAL] You want me to go ahead and verify oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] You wanna tell me whichever whatever you can give me if you give me fax number, address, payer ID.
[AGENT][NEUTRAL] Yep, I can give you all that and then um we can, we can take it from there. Uh, so our fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[AGENT][NEUTRAL] And it'll be attention claims department for all of this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pension claims OK.
[AGENT][NEUTRAL] OK, and then our address is [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII] 124
[AGENT][NEUTRAL] 8950.
[AGENT][NEUTRAL] And our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, so I got fax number [PII] attention claims department um address [PII].
[CUSTOMER][NEUTRAL] And payer ID 60801.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One other question, so I was looking and I, I think I'm at the right spot. I was looking at your portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And for some reason and maybe this is why you don't have the claim, um.
[CUSTOMER][NEUTRAL] I was trying to sign, sign up for your portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm on [PII].
[CUSTOMER][NEUTRAL] Um, and when I'm putting in our tax ID.
[CUSTOMER][NEGATIVE] It's coming up in error no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] So maybe that's why.
[AGENT][NEUTRAL] Uh, so we just launched a new portal account. Um, it's, it's still at [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but you will need to re-sign up.
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Yeah, I've never signed up for this portal before, so where I'm at, it says [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, you shouldn't have to do slash sign up. It should just be [PII]. Oh, OK.
[CUSTOMER][NEUTRAL] Well that's where it went
[CUSTOMER][NEUTRAL] That's where it went to, um, so if I go back then it says [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because then, uh.
[AGENT][NEUTRAL] And then you'll have to create an OSC account.
[CUSTOMER][NEUTRAL] Yeah, that's where I'm at, um, create a see and then I click provider.
[CUSTOMER][NEUTRAL] Next, and then when I put in our tax ID.
[CUSTOMER][NEGATIVE] Nothing comes up.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] So maybe that's why you don't have anything.
[AGENT][NEUTRAL] Uh, what is your tax ID?
[CUSTOMER][NEUTRAL] Yeah it says [PII]'s.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Yeah, I'm not seeing that.
[CUSTOMER][NEUTRAL] So should I send a W92 when I send the.
[CUSTOMER][NEUTRAL] The claim.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would send that and then with this policy, since it's secondary, we will also need, and I, I don't know if they told you this before, but uh we'll need the primary insurance EOB as well to show that um some benefits were paid.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'll send everything so it's on the claim, the EOB and the W-9.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] will be OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that should be it. Um, do we have a reference number then for our call or I just use your name?
[AGENT][NEUTRAL] Uh, name and last initial in today's date. Um, my name is [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, great, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too as well.
[CUSTOMER][NEUTRAL] Alright bye bye.