AccountId: 011433970860
ContactId: 02430381-17d5-431d-b94e-c60f7a9f3ace
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2059000 ms
Total Talk Time (AGENT): 450477 ms
Total Talk Time (CUSTOMER): 631563 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/02430381-17d5-431d-b94e-c60f7a9f3ace_20250519T14:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII] calling for the provider to check on a claim status. Please be informed that this call is being recorded and monitored for quality and training purposes. So may I know how can I help you with the patient's information or the provider's information?
[AGENT][NEUTRAL] OK, Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII]. No extension, it's a direct line.
[AGENT][NEUTRAL] OK. Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's Premium Medical Group of Mississippi.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's 1098595.
[CUSTOMER][NEUTRAL] There's
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth will be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The rate of service is [PII] and the amount is $265 even.
[AGENT][NEUTRAL] OK, [PII] for 265. Um let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional. And bear with me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I mean I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, I don't have a claim for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, so the claim is not on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Could you please tell me is the patient active on the date of service?
[AGENT][NEUTRAL] I do have a new policy with the correct date, um, effective date for this date of service. So let me go ahead and give you that policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The policy num OK, the policy number is 02030110.
[CUSTOMER][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is active at the moment. This is a secondary policy to the major medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so the new policy number was also active on the date of service, am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, and you are the secondary for the member.
[AGENT][NEUTRAL] We are, yes.
[CUSTOMER][NEUTRAL] And could you please tell me
[CUSTOMER][NEUTRAL] Uh, when was the last coordination of benefits were updated?
[AGENT][NEUTRAL] We don't do the coordination of benefits that's through the major medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Perfect. And could you please help me what will be the claim submission timely filing limit? I think so there is no timely filing limit. Am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, perfect. And could you please help me with the claim permission mailing address?
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK. The mailing address is [PII].
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what will be the pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And the claim the preferred mode of submission will be either mail or electronic, am I right?
[AGENT][NEUTRAL] Mail or fax, electronic, we need the primary it will be attached to it, so it's gonna be either mail or fax.
[CUSTOMER][NEUTRAL] OK. Could you please help me with the fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. And the call reference number will be your name and today's date. Am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And uh so can you please help me with 4 more claims. I do have more 4 claims on the file for the different member. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I will have to make a note on each one of them, OK? One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] They're all for the same um provider of service or they're different provider of service?
[CUSTOMER][NEUTRAL] The different provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. What's the next policy number?
[CUSTOMER][NEUTRAL] Mm it's 1452819.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and for this one was the provider of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the, it's Health Force Medical Group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the date and the amount is $255 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The green lemon.
[AGENT][NEUTRAL] No, it's [PII], correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK OK
[AGENT][NEUTRAL] Yeah, I don't have that claim on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Well, could you please help me with this, this patient active on the data service.
[AGENT][NEUTRAL] Yes, the effective date on this policy. Mhm.
[CUSTOMER][NEUTRAL] With the effective date and from that.
[AGENT][NEUTRAL] The effective date is [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] For this one also, you are the secondary. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the further information will remain the same.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Shall we move to the next one?
[AGENT][NEUTRAL] Bear with me, let me make a note.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, well that's the next one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The next policy.
[CUSTOMER][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bear with me, give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for the different provider as well. The next policy number will be 1256082.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What's the name of the provider?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The name of the provider is.
[CUSTOMER][NEUTRAL] [PII], MDPA.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patien[PII]'s first name is [PII] and the last name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth will be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the amount is $210 even.
[AGENT][NEUTRAL] OK, [PII] or [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have a procedure code for this one?
[CUSTOMER][NEUTRAL] Procedure code, just a second. I do have.
[CUSTOMER][NEUTRAL] 99214
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm waiting on the system. OK, one moment.
[AGENT][NEUTRAL] OK, yes. OK, it looks like we processed this claim on [PII].
[AGENT][NEUTRAL] And we send a benefit amount of $25 to the provider. $25 is the maximum payable for an office visit under this policy.
[CUSTOMER][NEUTRAL] OK, and when you guys received the claim?
[AGENT][NEUTRAL] Um, let me see when we receive the claim that's not on the ERP. One moment.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It was received on [PII].
[CUSTOMER][NEUTRAL] And you pay and you guys paid on when, uh, is it the uh the pay claim has been paid, am I right?
[AGENT][NEUTRAL] Yes, it's been paid $25 which is the maximum.
[CUSTOMER][NEUTRAL] OK, and when you guys paid? Is any pay date?
[AGENT][NEUTRAL] We paid on [PII], which is the same as the process date [PII].
[CUSTOMER][NEUTRAL] OK, and there will be no any further payments. Am I right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can you repeat that about the payment?
[CUSTOMER][NEUTRAL] So there will be no any further payments.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Not understanding. Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We paid $25 which is the maximum payable for this policy.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Just a second, so give me a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK. Uh, so, so, could you please tell me how was the payment done?
[AGENT][NEUTRAL] This was a single check paper check?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you please help me with the tracking number?
[AGENT][NEUTRAL] Mhm. Sure, the check number is 203-7692.
[CUSTOMER][NEUTRAL] OK. And could you please help me?
[CUSTOMER][NEUTRAL] Just a second. OK. Could you please help me with the claim number as well?
[AGENT][NEUTRAL] Sure, the claim number is 3586246.
[CUSTOMER][NEUTRAL] And could you please verify me the payment's mailing address?
[AGENT][NEUTRAL] Mhm, sure.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, perfect. And could you please help me with the, OK, could you please verify the patient's account number as well?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] Do you have any payment cash credit?
[AGENT][NEUTRAL] Yes. It cleared on let's see one moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. And could you please help me with the
[CUSTOMER][NEUTRAL] Just a second, and allowed amount and the paid amount is the same. Am I right? $25?
[AGENT][POSITIVE] Correct. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK. And could you please send me the copy of your.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] in attention to the patient's account number.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you?
[CUSTOMER][NEUTRAL] Yeah, why not.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Uh, no, uh, the call reference will remain the same. Am I right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And shall we move to the next one?
[AGENT][NEUTRAL] OK, bear with me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, what's the next policy?
[CUSTOMER][NEUTRAL] Yeah, the next policy number will be
[CUSTOMER][NEUTRAL] OK. It's D as in Delta.
[CUSTOMER][NEUTRAL] 41601802.
[AGENT][NEUTRAL] OK, that's, that's not gonna be our number. It has to be the same as the ones previous which is uh 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 802-566-019.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The member's first name is [PII] and the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is.
[CUSTOMER][NEUTRAL] [PII] and total charges is $238.23.
[AGENT][NEUTRAL] OK, let me see if I can find this claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What is the procedure code on this one?
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Just a second, give me a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the procedure code is
[CUSTOMER][NEUTRAL] 99214.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Favorite
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't have that claim on file.
[CUSTOMER][NEUTRAL] OK, just a second, give me a minute. I need to check the claim form as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Mm, 238 23 23 23. OK, perfect.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Could you please tell me, is the patient active on the date of service?
[AGENT][NEUTRAL] Um, yes, let me give you the effective date. One moment.
[AGENT][NEUTRAL] Effective date is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII], am I right?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] And just productive.
[CUSTOMER][NEUTRAL] Are you primary or secondary for the member?
[AGENT][NEUTRAL] This one is a hospital indemnity policy, so it's a little bit different from the ones prior.
[AGENT][NEUTRAL] It's not a primary or secondary.
[CUSTOMER][NEUTRAL] So you're not able to
[CUSTOMER][NEUTRAL] OK, so you don't have the information?
[AGENT][NEUTRAL] It's not that I don't have the information. It's just that this is not a major medical and this is not a secondary. This is a limited hospital indemnity plan. So it's a different type of policy.
[CUSTOMER][NEUTRAL] So you have the information that you are primary or secondary?
[AGENT][NEUTRAL] We're not primary or secondary. This is a limited hospital indemnity plan, Mr. um, this one is not a secondary like the ones previously. This one is a limited hospital indemnity.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] limit there.
[CUSTOMER][NEUTRAL] Hospital.
[CUSTOMER][NEUTRAL] Limited Hospital and?
[AGENT][NEUTRAL] Indemnity policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so you must be not having the COB updates, am I right?
[AGENT][NEUTRAL] We don't do COB.
[CUSTOMER][NEUTRAL] Uh, the what would be the claim submission timely filing limit?
[AGENT][NEUTRAL] OK, there's no timely filing limits for this one.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the address to submit claims is different for this one, so let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, the address is to make claims on this one is IMA and that's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Egan, Minnesota.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and what will be the pay ID for this one?
[AGENT][NEUTRAL] It's 64556.
[CUSTOMER][NEUTRAL] 645-556. OK. And the preferred mode of submission will be either mail or electronic, am I right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mail or electronic, yes.
[CUSTOMER][NEUTRAL] OK, and the call reference number will remain the same.
[AGENT][NEUTRAL] Um, yes, my name in today thing. Mhm.
[CUSTOMER][NEUTRAL] OK. Shall we move to the last game.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] W
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02503327.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth will be [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, let me put part. All right, what's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service is [PII] and the amount is, just a second, the amount is $202.04.
[AGENT][NEUTRAL] OK, let me see if I have that claim.
[CUSTOMER][NEUTRAL] I take care of.
[CUSTOMER][NEUTRAL] Um, I don't have it anymore.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the claim is not on file.
[CUSTOMER][NEUTRAL] OK, so for this one.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK. What will be the member's effective date and the term date?
[CUSTOMER][NEUTRAL] for.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] The effective date on this member is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And are you primary or secondary for the member?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] For this one, we are not the primary or the secondary. This is also an indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the main thing.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Perfect. And for, and this one also, for the, for the details, the pre, it will remain the same which you gave me for the previous claim. So uh the mailing address and the PID.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] And you don't do the COB updates.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK. So, so thanks for helping me with the claims. It was a pleasure talking to you and hope you have a great day.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You as well. Thank you for calling APO.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Hm