AccountId: 011433970860
ContactId: de23f8ea-c48c-4ecd-9d13-e21adfa48e74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 750559 ms
Total Talk Time (AGENT): 280432 ms
Total Talk Time (CUSTOMER): 218965 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/de23f8ea-c48c-4ecd-9d13-e21adfa48e74_20250210T18:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII]. Hi, um, my name is [PII], and I'm calling to check on the status of, uh, some claims for a patient.
[AGENT][NEUTRAL] OK, give me one moment to verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure. That's gonna be 01792089.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one quick moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I apologize so you type something right quick.
[AGENT][NEUTRAL] Lord, where's a hard today.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I cannot spell.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 17922 and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's yeah, it's [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII], the total amount billed is $345.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] You said 25 or 24. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, 2024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and you're calling from?
[CUSTOMER][NEUTRAL] SSM Health Medical Group.
[AGENT][NEUTRAL] And that doctor's name?
[CUSTOMER][NEUTRAL] Yeah, the rendering provider was [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Oh, [PII], I guess is the last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, cause I, no, you're fine. Um, show that claim processed as office visits are not covered for the policy.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That covered.
[AGENT][NEUTRAL] And this processed on [PII] of last year.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Perfect, thank you. So it's 24, um, do we have a claim number?
[AGENT][NEUTRAL] Uh yes, ma'am. 341-461-6.
[CUSTOMER][NEUTRAL] 341-4616. OK.
[CUSTOMER][NEUTRAL] All right, perfect. Um, can you check another claim for her?
[AGENT][NEUTRAL] OK, what's that date?
[CUSTOMER][NEUTRAL] Probably the situation. Um, that's gonna be [PII].
[CUSTOMER][NEUTRAL] $247 is the bill amount.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And that one processes office visits are not covered for the policy.
[CUSTOMER][NEUTRAL] OK. Uh, so 26.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] This
[CUSTOMER][NEUTRAL] Just.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And this one process on.
[AGENT][NEUTRAL] 342.
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] 22924. OK, that claim number?
[AGENT][NEUTRAL] Uh, claim number is 342-5057.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] She has a few more. Could you, can, how many can you do?
[AGENT][NEUTRAL] Uh, you can give them all to me. That's the next one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, next one is gonna be 219 of 2024. Total amount billed is $174.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK. That one also process is not covered, Office visits are not covered.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This processed on 056.
[AGENT][NEUTRAL] Uh, if I can find the date, give me one moment. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this one processed on [PII].
[AGENT][NEUTRAL] And the claim number is 343-0526.
[CUSTOMER][POSITIVE] 343-052-6. OK, perfect. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, her next one is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that amount is $247.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Uh, this one also processes office visits are not covered.
[AGENT][NEUTRAL] And this one processed on.
[AGENT][NEUTRAL] 634. Uh, [PII].
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number 3485634.
[CUSTOMER][NEUTRAL] 348-563-4. OK, perfect. Um, do you have a website that where I could like go out and check this information on because I have other patients.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] That I need to check.
[AGENT][NEUTRAL] We do. If you go to [PII].
[CUSTOMER][NEUTRAL] OK. What would the
[CUSTOMER][NEUTRAL] OK, and then we just register?
[AGENT][NEUTRAL] Uh, yes, ma'am. When you go on, uh, you will select new user, and I think it's the last bullet point it says I am a medical slash dental provider and you just need to enter the patient account number and um Lord, I forgot how to do it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You should be able to enter the, is it a tax ID number and patient account number, and from there you'll be able to set up a username and any um uh password and any patient that has a, a claim under that tax ID you'd be able to check status.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, when you say patient account number, do you, do you mean the subscriber or the member number, their ID number?
[AGENT][NEUTRAL] No, ma'am. Um, like on the form, uh, give me one moment. I forgot what number it is. Give me half a moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] I'm on a quick jump see if I can jump on you.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, come on computer.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] This thing is so slow.
[AGENT][NEUTRAL] Let's see. It will be in box number 26.
[AGENT][NEUTRAL] Like, for instance, Ms. [PII], I'm showing her is the P 91522941.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Hm, alright, I, I'm just, I'm just getting it well I probably won't be able to get, I probably won't be able to get into that because I have to get access first, correct?
[AGENT][NEUTRAL] Yes, ma'am, to set up for a provider, they, I think it asks for the tax, let me double check, but it asks for the tax ID number and that patient account number and so you only need to do it once, um, under, like I said, under that tax ID and from there it does ask um if you have a claim number or to search.
[AGENT][NEUTRAL] By the patient, um, in a different way. Give me half a moment, let me pull up.
[AGENT][NEUTRAL] The website info.
[CUSTOMER][NEUTRAL] Can be found in bone locations.
[CUSTOMER][NEUTRAL] Box [PII]. OK, um.
[AGENT][NEUTRAL] Yeah, it'll ask for the tax ID number and the patient account number, uh, like that, for example, the one I gave you for Ms. [PII], and then from there you'll be able to set up a username and password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, got it. OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right. Thank you. I.
[CUSTOMER][NEUTRAL] I'm a little slow when it comes to this. um, I gotta figure it out now.
[AGENT][NEUTRAL] No yeah.
[AGENT][NEUTRAL] No you're fine.
[CUSTOMER][NEUTRAL] OK, um, so it, so it be our invoice is what that is, OK, that's um.
[AGENT][NEUTRAL] I don't know why my computer don't wanna work. That's fine.
[CUSTOMER][NEUTRAL] OK. I'll go ahead and do you know how long does it usually take before you get um
[CUSTOMER][NEUTRAL] Before you get approved. Do, do you know?
[AGENT][POSITIVE] Oh, it should be, I would say instantly. Like once you've entered that information, it, it allows you to set up a username and password, you're good to go.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right, perfect. Um, well, thank you so much, [PII]. Um, do you, can you give me a reference number for for the, uh, today's call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] All right. Sounds good. Well, thank you so much and thank you for uh walking me through that. I appreciate it.
[AGENT][POSITIVE] All right, you're welcome and thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye.
[AGENT][NEUTRAL] Mm bye.