AccountId: 011433970860
ContactId: f625d0db-c9d3-4c61-a78b-affcbd580338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636289 ms
Total Talk Time (AGENT): 186880 ms
Total Talk Time (CUSTOMER): 318944 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f625d0db-c9d3-4c61-a78b-affcbd580338_20250131T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, he, [PII]. This is [PII] in the claims department.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hey, I have a provider on the line. She's having issues with um the website. Um, I assisted her with her claim and I tried to assist her with the website, but she keeps getting the same error message. Could you try to further assist her?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I will try to, we really don't, um, I will try, we don't help providers in customer service, so I'm not sure.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, I didn't know that. OK.
[AGENT][NEUTRAL] I'm just not sure how.
[AGENT][NEUTRAL] You know, is, is it the
[AGENT][NEUTRAL] Like vendor number, that kind of thing?
[CUSTOMER][NEGATIVE] No, she says that um she's not able to pull up the policy. She keeps getting the same error message.
[AGENT][NEUTRAL] Oh, I bet the policy is not out there.
[CUSTOMER][NEUTRAL] Yeah, well, I have, I pulled up the policy it's active.
[AGENT][NEUTRAL] I don't, um, I will talk to her, um, and just see, uh.
[AGENT][NEUTRAL] You know it sounds like on her end though.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I, I'll talk to her.
[CUSTOMER][NEUTRAL] OK. Are you sure? I mean.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, as long as that's her issue and not, you know what I'm like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, yeah.
[CUSTOMER][NEUTRAL] OK. Her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[AGENT][POSITIVE] OK, OK. Thank you.
[CUSTOMER][NEUTRAL] And, and the policy number that we were looking at is um 01659591.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thanks, [PII]. Here she is.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, now if you was just how are you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][MIXED] I'm good, thank you. Um, but this EV was just telling me that you're not able to see the policy.
[CUSTOMER][NEUTRAL] Um, I'm not able to, um.
[CUSTOMER][NEGATIVE] I'm not able to get into anything.
[CUSTOMER][NEUTRAL] I can tell you what it says. I can redo it again because I'm not able to get into anything so I can tell you what it says.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Just let me know if you're, if you want me to do that.
[AGENT][NEUTRAL] Um, please, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. OK. Um,
[CUSTOMER][NEGATIVE] It asked me for um the tax ID which I put in and then I put in a patient account number and when I hit next it gives me no user was found with the information that was entered. Please try again if this error persists, please contact customer service at [PII].
[CUSTOMER][NEGATIVE] So I have had multiple patients that I've tried. I was not aware that I did not need to put in the ML number. Um, but while I was on the phone with her, I tried the policy number that we, of the patient we were just talking about, and they still gave me that error.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Message.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Just looking through here to see what I can see about it um do you mind giving me that tax ID number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just looking because it pulled up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know the accounts that are.
[AGENT][NEUTRAL] Associated with that provider number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, just looking, um, what is the username that you were using or.
[CUSTOMER][NEUTRAL] See, I got a new computer so I don't know any of my login information on here. It didn't, it didn't, some of it didn't save. I might not have been in APL for a while. I don't know the office staff probably is the one that does it, um, but I just started working remotely and got a new computer, so I tried to log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, with, um, basically, um, instead of doing a new user with my email address, and there was nothing, it said there was nothing there, so I tried to do the new user and that's when I started with the tax ID number and the patient account numbers and I do have multiple patients for my practice um so I tried like I said a few of them and I couldn't like start a new log in with any of them.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So I don't know if you can find me and then I can just log in.
[CUSTOMER][NEUTRAL] I don't know if that that works that way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what is your last name?
[CUSTOMER][NEUTRAL] It's it's a long last name. It's [PII].
[AGENT][NEUTRAL] I'm just looking through here to see if I can find a log in um.
[AGENT][NEUTRAL] For you to give you the um user name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not seeing anything yet.
[AGENT][NEUTRAL] And there are different like there's a um.
[AGENT][NEUTRAL] Username Blue team, you know, just different ones out here so I'm looking at the emails associated with it too.
[CUSTOMER][NEUTRAL] Well, we're we're a very, very, very large group, so I mean I, I don't know if, I don't know if everybody has their own um.
[CUSTOMER][NEUTRAL] They're all log in, um, sometimes they do it by a practice um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's a, it's a big group of vital MD and then we all, you know, there's like 350 practice locations.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that makes sense to see so many, um hm.
[AGENT][NEGATIVE] And it would not let you like start as a new user.
[CUSTOMER][NEGATIVE] No, it would not mm mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See, I think we might have done one for the practice, um, because it's usually just, well, when I was in the practice location it was myself and the office manager. I'm the billing manager and we would be the ones doing it so we might have made one sometimes we would make one that we would both just use, um, so there might have been one under a log in under Gemini, um, that's the name of our group. I don't know if that helps.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I do see that.
[AGENT][NEUTRAL] Yes, and I believe it's.
[CUSTOMER][NEUTRAL] OK. See, that was a total guess on my part.
[AGENT][NEUTRAL] And I do see that and the email is, let me get back to that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII] I thought that was you. OK, yes ma'am. That's the um Gemini is the username with a capital G.
[CUSTOMER][NEUTRAL] Ting that's me. [PII] [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, so let me try that and.
[AGENT][NEUTRAL] And then we
[CUSTOMER][NEUTRAL] Can we reset the password?
[AGENT][NEUTRAL] And you would need to, yes, ma'am, because we don't have access to that, so yes, you would need to reset it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I when I click on forget password now it will.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Enter my user name, not my OK, not my email address next and then it will.
[AGENT][NEUTRAL] It should email you a verification code.
[CUSTOMER][NEUTRAL] OK, I see, perfect, yes it does it says primary email. OK, yeah, that was the problem. OK.
[AGENT][POSITIVE] OK, good, good.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That makes, that makes it better.
[CUSTOMER][NEUTRAL] For me, OK, here we go. APL. Yes, thank you for your help with that. So I'll go ahead and reset it. Now she did tell me, um, let me just make sure it works [PII] submit.
[AGENT][POSITIVE] I'm glad of that.
[CUSTOMER][NEUTRAL] Um, yeah, it's gonna let me change it. She told me that um.
[CUSTOMER][NEUTRAL] Uh, you don't need to put in the ML part of the number.
[AGENT][POSITIVE] That is right, that's right.
[CUSTOMER][POSITIVE] Um, when you're, when you're on the website, OK, perfect, and.
[CUSTOMER][NEUTRAL] Um, I'm just gonna use the strong password so I can save it while I'm on here with you. Um, I haven't been on here in quite a while, so, um.
[CUSTOMER][NEUTRAL] Are you able to this is just for claim status, not for verification of benefits, right? Is there a way to verify benefits online?
[AGENT][NEUTRAL] Um, there is not. No, ma'am.
[CUSTOMER][POSITIVE] OK, so we do have to call for that. OK, I'll make a note of it. Perfect. Thank you, [PII]. I appreciate your help.
[AGENT][POSITIVE] Oh, you are so welcome. Thank you. Can I do anything else for you?
[CUSTOMER][POSITIVE] No, ma'am thank you that was perfect actually you're very helpful thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm glad to hear that. Thank you. You have a good day, Ms. [PII], and thank you for calling ATL.
[CUSTOMER][POSITIVE] Perfect. Thank you. You as well. Bye bye.
[AGENT][NEUTRAL] Bye.