AccountId: 011433970860
ContactId: eba33b3f-a38e-4670-920a-4896ff4ed77b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180179 ms
Total Talk Time (AGENT): 71461 ms
Total Talk Time (CUSTOMER): 80027 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/eba33b3f-a38e-4670-920a-4896ff4ed77b_20250529T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII], this is [PII] in customer service. I have a provider's office on the line, um, Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With with policy number 025.
[CUSTOMER][NEUTRAL] 90
[CUSTOMER][NEUTRAL] 539.
[CUSTOMER][NEUTRAL] Um, she is trying to submit the claim for the dependent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the online service center but she has not been able to um pull up the um patient account number.
[CUSTOMER][NEUTRAL] Is that something y'all can help her with, please?
[AGENT][NEUTRAL] A account number. OK, OK. Mhm. And did they, um, so wait, so she's trying to file the claim?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm, she's trying to file the claim. I think she called us um a few minutes ago and they uh direct her to the online service center.
[AGENT][NEUTRAL] Oh, OK, so yeah, she won't be able to. OK, I can help her.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm in the customer care department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][NEUTRAL] I'm doing well. Um, [PII] was advising me that you're trying to log on to the online service center as a provider to file a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the online service center for providers is used to check the claim status. Um, the only way that you can file a claim with us electronically is would be in your systems, but through our um electronic payer ID.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So that's why you don't have the, the, the, um,
[AGENT][NEUTRAL] The patient account number, that's actually what we'll get from you. It's on your claim form. Then once we process the claim, that account number can be inputted to pull the claim. Um, so you won't be able to use the online service center until it's filed.
[CUSTOMER][NEUTRAL] Well, you know what
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so I had actually spoke with someone and they said that I could file them on there, um, um, we've actually submitted the specific claims a couple of times, um, so we'll actually we're actually gonna end up just faxing them because you guys haven't received them through the PO box or the online.
[AGENT][NEUTRAL] OK, um, and did you need the fax number or anything or you already have that?
[CUSTOMER][NEUTRAL] Is that fax number [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right, thank you so much [PII] I will get those faxed over.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No ma'am, that is all. I hope you have a blessed day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.