AccountId: 011433970860
ContactId: 04f78913-7066-4cc1-91bf-43db9ad3c1f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1588349 ms
Total Talk Time (AGENT): 593385 ms
Total Talk Time (CUSTOMER): 614586 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/04f78913-7066-4cc1-91bf-43db9ad3c1f5_20250110T17:43_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from office to check on the claim status.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with claim status, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Then.
[AGENT][POSITIVE] Perfect thank you and do you mind if I get a good call back number from you?
[CUSTOMER][POSITIVE] Yes, you're right.
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII] is your direct line.
[AGENT][POSITIVE] Wonderful. And the member's uh policy number?
[CUSTOMER][NEUTRAL] Sure. The member's policy number is 02260487.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. Can you verify your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Perfect, what is the date of service on the claim we wanna look at today?
[CUSTOMER][POSITIVE] Perfect. What is
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service is [PII] and the total charge amount is $202 even.
[AGENT][NEUTRAL] All right, um, and can you just verify for me, please, the name of the facility on file for this claim?
[CUSTOMER][NEUTRAL] Yeah, sure. The facility name is MUSC physicians.
[AGENT][NEUTRAL] Perfect, thank you. And I have your claim here. It looks like we received the claim on [PII], and we processed the claim on [PII].
[AGENT][NEUTRAL] It looks like the claim number is 3507541.
[CUSTOMER][NEUTRAL] Looks like the claim.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It looks like that claim was denied. I have 2 denies. I cannot talk. I'm so sorry. 2 denial codes and I can read them to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 29.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Please go ahead.
[AGENT][NEUTRAL] The first one is stating that office visits are not covered by the above numbered policy.
[AGENT][NEUTRAL] And then the next one states that the insurance, um, I'm sorry, the insured's primary insurance provided full benefits and there are no payable benefits.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] payable benefits.
[CUSTOMER][NEUTRAL] OK. The claim number, yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can I get the photo that you're for the APL?
[AGENT][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] send me what the link.
[AGENT][NEUTRAL] Oh yeah, um, our portal link is.
[CUSTOMER][NEUTRAL] Is there any problem for the American public life?
[AGENT][NEUTRAL] There is, yes, you can um check claim status online at [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I do wanna let you know that when you're checking, um, it's gonna ask you for the patient account number and that is the number you all assigned them not the policy number we have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it'll be like for him the 104 number.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] So this me cannot be able to log in with the uh with the search right?
[AGENT][POSITIVE] Oh, I'm sorry?
[CUSTOMER][NEUTRAL] No, what's your, what's that the member ID? Can, I can pull it this member ID or not with the patient's information?
[AGENT][NEUTRAL] No, so when you go on to the portal to to do claim status, it's gonna ask you for their patient account number and that's the number you all provide, um, not their policy number. So for him it's going to be that like 104 number on the claim.
[AGENT][NEUTRAL] But sometimes that just throws providers off because they'll enter the policy number, but the number it's looking for is the number you have assigned to them.
[CUSTOMER][NEUTRAL] you have assigned to them. OK.
[CUSTOMER][POSITIVE] OK, thank you so much. And I do have the, um, actually I have the 7 more claims for the different patients. Can you for the next one?
[AGENT][POSITIVE] Yeah, I'd love to help you out today. Let me get this note put in for this one and then I can move on to the next one.
[CUSTOMER][NEUTRAL] Mhm. Yeah, sure. And
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, also got the portal numbers. Is the card for the entire card or else is checked by the patients?
[AGENT][NEUTRAL] Um, it's gonna be the same for the entire call. It's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, um, and for the next one?
[AGENT][POSITIVE] OK, perfect. Yeah, and I am ready for that next policy number when you have it.
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is 022.
[CUSTOMER][NEUTRAL] 19654.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The date of service on the claim?
[CUSTOMER][NEUTRAL] The rate of service is [PII]. The total charge amount is $179 even.
[AGENT][POSITIVE] Perfect. Give me just a second on that one.
[CUSTOMER][NEUTRAL] Yeah sure.
[AGENT][NEUTRAL] And then is it gonna be the same facility on all of them?
[CUSTOMER][NEUTRAL] on all of
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, perfect. So this um claim here was received 09-16-2024.
[AGENT][NEUTRAL] I show that we processed the claim on [PII], and I do show the claim was denied. The reason stating is that office visits are not covered by the above numbered policy.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is the policy not covered by the policy, the patient benefits or the provider's, uh, policy.
[AGENT][NEUTRAL] Um, the patient's policy.
[CUSTOMER][NEUTRAL] So the office is not covered by the patient's policy on the American public life, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] Oh, I'm so sorry. It is 350-72007.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Not an issue. Thank you so much for this information. Can wait for the next one.
[AGENT][POSITIVE] Um, yeah, absolutely, let me finish putting this note in.
[AGENT][POSITIVE] And perfect.
[CUSTOMER][NEUTRAL] Yeah, sure. Please go ahead.
[AGENT][NEUTRAL] Sorry, if I don't put notes in like while I'm doing it, I'll forget. And then I am ready for that next policy number when you are.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Not an issue. Take your time.
[CUSTOMER][NEUTRAL] Yeah, sure. The next policy number is 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 392-37
[AGENT][POSITIVE] Wonderful. 1 2nd there.
[AGENT][NEUTRAL] And um this insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] The patient's first name is uh [PII] and the last name is uh [PII]. And the date of birth is um [PII].
[AGENT][POSITIVE] Wonderful. Thank you so much. And let me get to the lookup screen.
[AGENT][NEUTRAL] Um, could you verify, or I'm so sorry, what is the date of service?
[CUSTOMER][NEUTRAL] Verify or I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, the data service is uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The total charge is $191 even.
[AGENT][POSITIVE] Perfect. I think I see that one.
[CUSTOMER][NEUTRAL] Actually, I I have one of the doubt on share while I'm creating the portal uh on share which uh filling the create your account details and the password, email ID, primary phone number, everything I have filled. But while I'm given to the next, it shows the proper ing of an error occurred during registration. Please try again. If this error persist, uh, please contact customer service. So any, uh, options I have missed on here?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so when you sign in it, you're gonna want to.
[AGENT][NEUTRAL] Um, I, I think you're in the right, the wrong spot. When you click the new user tab, um, you should be picking the very bottom option that says I'm a medical or dental provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I
[AGENT][NEUTRAL] And then all you do is enter the tax ID and the patient account number.
[CUSTOMER][NEUTRAL] Mental provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the patient account number is related to the uh
[CUSTOMER][NEUTRAL] It's starting at the 10406 like that or is the patient's ID number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, yeah, it's that one. It's the one you guys have when you file the claim, not our policy number, so the 104s.
[CUSTOMER][NEUTRAL] OK. So that's the information I have provided to this here. But actually, the information, I mean, the
[CUSTOMER][NEUTRAL] The was only occurred on the steps.
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] But I'm finding the personal information.
[AGENT][POSITIVE] OK, yeah, that is a really great question. I've actually never tried to like fill it out from that.
[AGENT][NEUTRAL] Form and I'm gonna do it real quick. I'm gonna see what happens. So I went to new user, I clicked to the bottom on the medical provider. It looks like the tax ID I have is [PII].
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] The tax ID I have is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 855-6 and then the patient account number 1040619191081.
[CUSTOMER][NEUTRAL] 098586.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] number
[AGENT][NEUTRAL] And then next.
[CUSTOMER][NEUTRAL] 081. Yes. And then,
[AGENT][NEUTRAL] And then you're gonna like create a user name.
[CUSTOMER][NEUTRAL] Next to the create your account to step 3.
[AGENT][NEUTRAL] OK and then so you entered in a user name, uh password and email.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And then a phone number?
[CUSTOMER][NEUTRAL] Yes. Well I'm giving all the information again on share MSC.edu [PII] [PII].
[CUSTOMER][NEUTRAL] text message for.
[AGENT][NEUTRAL] And then at the bottom um where it says like one lower case, one number, all of those should turn gray.
[CUSTOMER][NEUTRAL] And then on the
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Meaning that you've met the password requirement?
[CUSTOMER][NEUTRAL] Yes, actually, now the account number has been created. Yes, now it was created.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much for the assistance.
[AGENT][POSITIVE] Yeah, my pleasure.
[AGENT][NEUTRAL] I don't feel like I did anything, but I'm glad I helped. Um, and then
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect. And I do have, I guess I don't know if you need me to give it to you or if you can see it, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But without you, without yourence cannot, uh,
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Yeah, and so the
[CUSTOMER][NEUTRAL] No, just without your can uh create this portal.
[AGENT][POSITIVE] Well, I'm definitely glad I was able to help. Um, are you, it sounds like you have this claim. Do you have it on hand or do you still want me to read the details to you?
[CUSTOMER][NEUTRAL] Sounds like
[CUSTOMER][NEUTRAL] Yeah, I can't get the details. This is on the last one. That's it, because I get this through the portal. But in case if I cannot get to the portal, um, if anyone else, can I get all the information through the call, then I will, uh, put it on the payment informations or else the informations. They in, uh, cannot take any other details, uh, without getting the claim number.
[CUSTOMER][POSITIVE] If I get the claim numbers I directly pull to the on the portal and download the EOS. It's an easy way to get the details.
[AGENT][NEUTRAL] Yeah, you should be able to get all of it on the portal. um I've never gone through the whole way as far as creating the account, but you should be able to access their EOBs from there um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, all of it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Feeding now.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like when you get in, um, if you need to file a claim, you can do that, and then you can search, um,
[CUSTOMER][NEUTRAL] Like when you get there um.
[CUSTOMER][NEUTRAL] And that and it's search um.
[AGENT][NEUTRAL] You can search for the claims on file that are there as well.
[CUSTOMER][NEUTRAL] The claims on file.
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] OK, I will try on here.
[CUSTOMER][NEUTRAL] With the patients first.
[CUSTOMER][NEUTRAL] Name
[CUSTOMER][NEUTRAL] So I want to give the entire information to you, right? The patient's first name, last name, and the date of birth.
[CUSTOMER][NEUTRAL] Is the assistant is the manager.
[AGENT][NEUTRAL] Yeah, so it looks like you're going to do the patient's first name, and it doesn't seem like it needs their last name necessarily, just their first name, their date of birth, the last four of the primary insured's social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The last
[CUSTOMER][NEUTRAL] I'm very
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Patient account number if nothing else, I can give you the claim number you should be able to just get there if you get the claim number from us, you should be able to use that and.
[AGENT][NEUTRAL] Get all your EOBs.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] And all your
[AGENT][NEUTRAL] So like if you call and you just get claim numbers um you should be able to download EOBs with those.
[CUSTOMER][POSITIVE] That's why good on yours.
[CUSTOMER][POSITIVE] Yes, that's an easy way to.
[CUSTOMER][NEUTRAL] That sounds good. OK. Can I get at least the EOB number for this claim?
[AGENT][NEUTRAL] Yeah, the EOB number or the claim number is 354.
[CUSTOMER][NEUTRAL] Yeah, the EV number sorry number 5.
[AGENT][NEUTRAL] 2052.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][POSITIVE] Thank you so much. Can you for the next one.
[AGENT][POSITIVE] Yeah, absolutely. Let me put in a really quick note on this one and I can help you get the claim numbers for your next one. Hang tight.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the next policy number we want to look at?
[CUSTOMER][NEUTRAL] we want to look at. The next policy number is 001554898.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Perfect. Thank you. Your patients first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] First and last name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's first name is uh [PII] and the last name is [PII]. Date, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect and hang tight.
[CUSTOMER][NEUTRAL] Actually, on the EU will be the check date is the claim receive date of the claim, uh, to date.
[AGENT][NEUTRAL] The process date should be the check date.
[CUSTOMER][NEUTRAL] OK. So where can I get the, uh, the claim receipt date?
[AGENT][NEUTRAL] I don't know. Let me see if it will say it on there, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not an issue. Please go ahead with the claim number, not an issue. I will just uh pull up with the numbers.
[AGENT][NEUTRAL] OK, yeah, I'm not seeing where it will say.
[CUSTOMER][NEUTRAL] OK, yeah, I'm not.
[AGENT][NEUTRAL] Like that date completed I know is that process date. I'm wondering if the EOB will say the received date.
[AGENT][NEUTRAL] But I don't see it on the EOB either.
[CUSTOMER][POSITIVE] Mhm. Not an issue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry about that, my friend.
[CUSTOMER][POSITIVE] Sorry about that, my friend. No, not an issue, my friend.
[AGENT][NEUTRAL] Um, and then what is the date of service for Tyrone that we want to look at?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, actually, the date of service on here is uh
[CUSTOMER][NEUTRAL] [PII]. Yeah. The data service is [PII]. And the total charge amount is $191 even.
[AGENT][NEUTRAL] And just to be clear, you said.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 0905-2024. Yes.
[AGENT][NEUTRAL] OK, I'm actually not showing any.
[CUSTOMER][NEUTRAL] Double the amount is 191.
[AGENT][NEUTRAL] I'm not showing any claim on file for that date of service, my friend.
[CUSTOMER][NEUTRAL] My file for that service.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Is members active for the data service?
[AGENT][NEUTRAL] Yes, they were active and we do not have a timely filing limit so you're welcome to submit that at any time.
[CUSTOMER][NEUTRAL] But that's fine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, can I get the member's effective and termination date?
[AGENT][NEUTRAL] Yeah, they are still active, so I don't have a term date, but their effective date is [PII].
[CUSTOMER][NEUTRAL] OK. Can I get the current mailing address?
[AGENT][NEUTRAL] Yes, our claim mailing address is [PII], and you can actually upload claims if you want through that online portal.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If you want that on.
[CUSTOMER][NEUTRAL] Yeah, sure. Definitely, I'll do that. Uh, can I get the payer ID, my friend?
[AGENT][NEUTRAL] You betcha payer ID is 60801.
[CUSTOMER][NEUTRAL] Thank you. And also you said there is an automatic filing for H claim submission, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, thank you so much. And for the same date of service, I have another bill amount for the same patient. Uh, it's 09-05-2024. OK for the next one? I'm sorry.
[AGENT][NEUTRAL] Um, yeah, did you say it was for the same patient or a different patient but same date of service?
[CUSTOMER][NEUTRAL] No, no, it's for the same patient, same date of service, different uh bill amount.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] He actually has no claims for that date of service on file, so I don't have anything for the [PII] on file for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not an issue. I'm the same as well. And for the next patient.
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] And. Yeah, thank you. The expiration ID is [PII].
[AGENT][POSITIVE] Perfect. Give me one second. And can you verify?
[AGENT][NEUTRAL] So sorry, hold on, let me type that back in. um, can you verify your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Perfect, give me 1 2nd to get to that search.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Awesome and what is the date of service we want to look at for [PII]?
[CUSTOMER][NEUTRAL] If we wanna look at the right.
[CUSTOMER][NEUTRAL] Yes, the data service is [PII]. And the total charge amount is $427 even it's a 4 to $7.
[AGENT][NEUTRAL] Alright, let me take a look.
[AGENT][NEUTRAL] 90.
[AGENT][NEUTRAL] And it would be for the same facility, correct? the MUSC.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEGATIVE] All right, so unfortunately, I am not seeing any.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I am not
[AGENT][NEUTRAL] I'm not seeing, hold on, let me make sure I'm pulling up the right.
[AGENT][NEUTRAL] You said 1001 2024?
[CUSTOMER][NEUTRAL] And 1018.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, unfortunately, yeah, the only claim I have on file for that date of service is not through your facility.
[CUSTOMER][NEUTRAL] Oh yeah, that that.
[CUSTOMER][NEUTRAL] OK, not an issue. Can I get the member's uh your termination date?
[AGENT][NEUTRAL] You betcha. It looks like your patient is current and active, so no termination date and he's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. As well as the same mailing address and the same period, right?
[AGENT][POSITIVE] Yep you bet you.
[CUSTOMER][POSITIVE] Thank you. Can, yes, can you for the next last one?
[AGENT][POSITIVE] Yes, I am. Give me one more second, but I am ready. Yes.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, can I go ahead?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And the member ID is 02454119.
[AGENT][NEUTRAL] 0245.
[AGENT][NEUTRAL] 4119.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] 119. Yes, you're right.
[AGENT][NEUTRAL] Perfect. And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth is um [PII].
[AGENT][POSITIVE] Alright, wonderful. I do see her right here. Give me one second to get to search.
[CUSTOMER][NEUTRAL] A search. Mhm.
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] And what is the speed of service?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge amount is $680 even. It's a 680.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] Alright, unfortunately, again, the only claim I have on file for that date of service is not for that facility.
[CUSTOMER][NEUTRAL] Not for that facility. OK.
[CUSTOMER][NEUTRAL] So, can I get the members uh I mean the effective termination date?
[AGENT][NEUTRAL] Yes, so this number is let me see.
[CUSTOMER][NEUTRAL] Yeah, so this number
[AGENT][NEUTRAL] This number is termed, so their effective date is 01-01-2024 and then their term date was [PII].
[CUSTOMER][NEUTRAL] Time
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I think I got all the information for the 7 accounts and the 4 no claim on file, sorry, 12345, no claim on file, and 3 have the claim on file. OK. But the balance I will get on the portal. Thank you so much that I'll talk with you today and happy to talk with you.
[AGENT][POSITIVE] Thank you, [PII]. Likewise, it's been a pleasure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Likewise, it's been a pleasure. OK. Thank you for assistance and your patience. Have a wonderful day to you and happy weekend.
[AGENT][POSITIVE] Thanks. Happy Friday. Take care [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] I take care [PII] and thanks for calling ATL. Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.