AccountId: 011433970860
ContactId: fcee2ade-217d-4df4-b0cf-3c44c73646b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259600 ms
Total Talk Time (AGENT): 126584 ms
Total Talk Time (CUSTOMER): 96376 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/fcee2ade-217d-4df4-b0cf-3c44c73646b0_20250319T15:18_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have a provider on the phone that's having problems with the online service center.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEGATIVE] I tried to help her with as much as I could on the guru cards, but she still can't get in.
[AGENT][NEGATIVE] Because they be asking, I don't know if I understand they be asking for stuff that don't even exist. The people don't even have enough. You can send it over. I'll be able to, what's their name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, you can send over. Did she have a policy number that she was calling about?
[CUSTOMER][NEUTRAL] Uh, yes, one of them is 203013-0.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, participant to the uh.
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][POSITIVE] OK. All right, you can send over. I'll be able to see if I could assist you. Hopefully I can. Have a good one. You're welcome.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right. Yeah, thank you, [PII]. You too. Bye.
[AGENT][NEUTRAL] Hello, how are you doing?
[CUSTOMER][POSITIVE] I'm good, how are you?
[AGENT][POSITIVE] I'm great thanks for asking. My name is [PII] and I'll be assisting you. Could you provide me with your name and a good call back number?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So I have [PII] pulled up. Is there a particular date of service that you're trying to check the status of a claim for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've already checked the claim. I'm just trying to create a log in now.
[AGENT][NEUTRAL] Right, so, but what is the date of service so that I can show you how to walk, walk you through it?
[CUSTOMER][NEUTRAL] Um, on hers she's got two and the one I called about earlier was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so where are you?
[AGENT][NEUTRAL] On the online website.
[AGENT][NEUTRAL] What is it requesting?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I went to new user by the log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm on the [PII] login and new user and it ask for tax ID and patient account number.
[AGENT][NEUTRAL] So the patient account number, try this number.
[AGENT][NEUTRAL] Let me know when you're ready for it.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] 294.
[AGENT][NEUTRAL] 346.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that got me past that screen.
[AGENT][NEUTRAL] So, for future reference.
[AGENT][NEUTRAL] The patient account will be the patient account number listed in box.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This box 26, but what you gave me is different from what I had.
[AGENT][NEUTRAL] Yeah, Box 26.
[AGENT][NEGATIVE] Oh wow. See, that's what I, I don't be understanding.
[CUSTOMER][NEUTRAL] Yeah, I don't know why it was different, but.
[CUSTOMER][NEUTRAL] Because when I'm looking at it for the one for 11724 mine is [PII].
[AGENT][NEUTRAL] OK, so now, mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But as long as it got me past it, that's all I need.
[AGENT][NEUTRAL] I don't know, but a lot of providers be saying that once they send something over to us by electronic payer ID, something changes different certain things like sometimes the billing address is completely different from what they have on the um UB versus when we receive it is I don't know how it changes because I'm, I'm not on that end to submit something electronically so I don't even know what the process or what it goes through, how it changes things.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it does.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So did it allow you to set it up now?
[CUSTOMER][NEUTRAL] Well, whatever you gave me worked, so I'm mhm it is.
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] Bye