AccountId: 011433970860
ContactId: 05e29824-62ab-48fb-b14e-6304fa6c41b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2401129 ms
Total Talk Time (AGENT): 476648 ms
Total Talk Time (CUSTOMER): 696829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/05e29824-62ab-48fb-b14e-6304fa6c41b8_20250321T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. Good afternoon. My name is [PII] and last term initial [PII]. I'm calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just give me a moment, it's loading.
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm also good. Thank you for asking.
[AGENT][NEUTRAL] Do you have a callback number just in case I drop the call?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, sure, sure. [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII]. OK, and the policy number?
[CUSTOMER][NEUTRAL] Yeah. 01963652.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You got it the member ID?
[AGENT][POSITIVE] Yes, I'm looking it up sorry about that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's that date of service?
[CUSTOMER][NEUTRAL] The date of service is uh [PII] and the total charge $696 even.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what were the bill amount?
[CUSTOMER][NEUTRAL] The bill amount is $696 even.
[AGENT][NEUTRAL] OK, it looks like we've got a couple of claims on file let me see what's happening here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks
[AGENT][NEUTRAL] like the maximum payable or benefit payable for the date of service was met.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEGATIVE] Uh, the maximum benefit payable for the date of service has been met. That's why it was denied.
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] So, can you please forward the general claim information when the claim received date and claim denied date?
[AGENT][NEUTRAL] Yes, um
[AGENT][NEGATIVE] Uh, it was received [PII] and that was denied on [PII].
[AGENT][NEUTRAL] And do you need the claim number?
[CUSTOMER][NEUTRAL] Yeah, one second. I have the deny date one more time. 124-2024, right?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] 3409086
[CUSTOMER][NEUTRAL] 3409086, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. Uh, one second, please.
[CUSTOMER][NEUTRAL] Just give me a moment. I'm downloading the UB through portal.
[CUSTOMER][NEUTRAL] So this claim but not for maximum benefits existed, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Through units uh data service.
[AGENT][NEUTRAL] Oh you're running the
[AGENT][NEUTRAL] To check a different date of service?
[CUSTOMER][NEUTRAL] No, no, no, no, like Max exits, uh, Maxo exits like you said Maxi exit benefits.
[CUSTOMER][NEUTRAL] Uh, like under the units, sir, any other CPT codes.
[AGENT][NEUTRAL] Uh, no, it looks like let me see what was this, um.
[AGENT][NEUTRAL] It just said that so the maximum benefit for the date of service was met so um let me see.
[AGENT][NEUTRAL] There's there's a maximum for each benefit and they they admit that so.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm just sorry for the inconvenience. So you said like maximum benefits reached, right? So reach it through dollar amount or terms of visit in terms of like how many visits is allowed and how much dollar amount is allowed, like this is my question.
[AGENT][NEUTRAL] Oh, OK, let me see um what the benefit was.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm pulling that up if you'll just give me one moment.
[CUSTOMER][NEUTRAL] Yeah, sure, sure.
[AGENT][NEUTRAL] Uh, it looks like dollar amount, so they, they have a $500.
[AGENT][NEUTRAL] Um, per calendar day for outpatient services.
[AGENT][NEUTRAL] So looks like we had received another claim in 500.
[CUSTOMER][NEUTRAL] May I know the dollar?
[CUSTOMER][NEUTRAL] $500 right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A carry on.
[AGENT][NEUTRAL] So that was paid out on another claim, so.
[CUSTOMER][NEUTRAL] OK, um, just give me a moment.
[CUSTOMER][NEUTRAL] Uh sorry for the inconvenience. So, can you please provide the annual dollar amount of these visits?
[AGENT][NEUTRAL] So the the per calendar day amount.
[AGENT][NEUTRAL] is 500.
[CUSTOMER][NEUTRAL] So the annual dollar amount is $500.
[AGENT][NEUTRAL] It's per calendar day, so it's per day.
[CUSTOMER][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Not annual
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. And let's move to another claim.
[AGENT][NEUTRAL] OK, hold on one moment, let me get back to it. Is this for the same patient or a different one?
[CUSTOMER][NEUTRAL] Uh, different patients.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to let
[AGENT][NEUTRAL] You know we do have a portal [PII] where you can check claim status and download EOBs immediately.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, what's the policy number on that?
[CUSTOMER][NEUTRAL] Mm, just a moment. I'm checking. Next one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the next one is 01963652.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] 01 2nd, sorry, sorry, sorry for the inconvenience. So I repeated the same and same uh number information.
[AGENT][NEUTRAL] Same one.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, the next member ID is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient name and date.
[AGENT][NEUTRAL] A birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that date of service?
[CUSTOMER][NEUTRAL] OK. The date of service is [PII] and the total charge, $542 even.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Just one moment, I'm pulling that up.
[CUSTOMER][POSITIVE] Yeah, OK. Take your own time. No worries.
[AGENT][NEGATIVE] So it looks like this was denied for office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the received date?
[AGENT][NEUTRAL] I receipt date.
[AGENT][NEUTRAL] That received date is [PII].
[CUSTOMER][NEUTRAL] Ignaa.
[AGENT][NEUTRAL] And the denial was [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK. And may I have the claim number?
[AGENT][NEUTRAL] Claim number is 3482388.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a moment. I'm checking the IOB.
[CUSTOMER][NEUTRAL] Downloading EOB. This is will or not.
[CUSTOMER][NEUTRAL] Yeah, OK, I got it. Let's move to another claim.
[AGENT][NEUTRAL] OK, different policy.
[CUSTOMER][NEUTRAL] Yeah, it's a different policy.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the date of birth [PII].
[AGENT][NEUTRAL] OK, what was that policy number again? I've got a different name. Maybe I missed a number.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Is that 60801?
[CUSTOMER][NEUTRAL] 60801, yes.
[AGENT][NEUTRAL] I've got a totally different name so.
[CUSTOMER][NEUTRAL] Uh, it's the middle, the first name is [PII] and the middle name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. Uh, can you please check with patient name and date of birth?
[AGENT][NEUTRAL] Yeah, that's what I was looking. What was the first name?
[CUSTOMER][NEUTRAL] Uh, like your voice is [PII]. Can you please repeat again?
[AGENT][NEUTRAL] Uh, what was the first name on the policy?
[CUSTOMER][NEUTRAL] Yeah. Yeah, I can spell the name. The first name is [PII].
[CUSTOMER][NEUTRAL] And the middle name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK, I'm looking it up.
[AGENT][NEUTRAL] And you said the first name was [PII]
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] No, no, no. Not [PII]. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's a [PII], not a liter.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, here we go, um.
[AGENT][POSITIVE] OK, I've got her. Sorry about that.
[CUSTOMER][POSITIVE] OK. No worries. Take your own time. So you are the patient?
[AGENT][NEUTRAL] Yes, OK, so that was it for [PII] or was it for someone else?
[CUSTOMER][NEUTRAL] OK. When you're ready, I can provide the date of service.
[AGENT][NEUTRAL] OK, what's that date of service?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the total charge $237 even.
[AGENT][NEUTRAL] OK, found it let's see.
[AGENT][NEGATIVE] Uh, looks like that was denied. Office visits are not covered.
[CUSTOMER][NEUTRAL] OK. And may I know the claim receipt and claim number and denied it.
[AGENT][NEUTRAL] That is.
[AGENT][NEUTRAL] Receive 1029 2024.
[AGENT][NEUTRAL] Denied [PII] 1 2024.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] The claim number is 352-4594.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 352-459-4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Let's move to another patient.
[CUSTOMER][NEUTRAL] How many claims you can provide one call?
[AGENT][NEUTRAL] OK, what's up?
[AGENT][NEUTRAL] Um, I can help you with as many as you need, but do you have access to our site? Because that's where you can pull EOBs immediately.
[CUSTOMER][NEUTRAL] Uh, just I need the claim information like claim receipt date and claim number. Why? Because I already opened the portal, but this portal is requiring like asking a claim number. So once you provide the claim number, I downloaded a UB through portal.
[AGENT][NEUTRAL] OK, um, so how many more do you have?
[CUSTOMER][NEUTRAL] And still 5 is pending. So total 8 claims, you already provided 3 claims and the remaining 5 claims is pending.
[AGENT][NEUTRAL] OK, that's fine. Yes, of course, I can help you. So what's the next policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Uh, just give me a moment. It's loading.
[CUSTOMER][NEUTRAL] Yeah, um, the next member ID is 02337113.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is uh
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge $1,362 even.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] Um, it looks like the outpatient benefit for the calendar year has been met, so the claim was denied.
[CUSTOMER][NEUTRAL] So this one also maximum benefits met, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Through dollar or visits.
[AGENT][NEUTRAL] Dollar
[CUSTOMER][NEUTRAL] May I know the dollar amount?
[AGENT][NEUTRAL] Um, it is.
[AGENT][NEUTRAL] Um, hold on one moment, sorry about that.
[CUSTOMER][POSITIVE] Yeah, take your time. No worries.
[AGENT][NEUTRAL] Uh, dollar amount was $1000.
[CUSTOMER][NEUTRAL] When did it was met?
[AGENT][NEUTRAL] I don't let me see.
[CUSTOMER][NEUTRAL] OK. Uh, no worries. So,
[CUSTOMER][NEUTRAL] Can you please provide the claim receipt date and deny date and claim number?
[AGENT][NEUTRAL] Uh, that is.
[AGENT][NEUTRAL] Received date was [PII].
[AGENT][NEUTRAL] It was denied on [PII]. Claim number is 3559163.
[CUSTOMER][NEUTRAL] 355
[CUSTOMER][NEUTRAL] 9162 right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Let's move the another plan.
[AGENT][NEUTRAL] OK, and the policy ID?
[CUSTOMER][NEUTRAL] It's 02473158 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] Yeah, sure, one second.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charge, $3,045 even.
[AGENT][NEUTRAL] Uh, let's see, so.
[AGENT][POSITIVE] That one, the maximum benefit.
[AGENT][NEUTRAL] Um, has been met.
[CUSTOMER][NEUTRAL] OK, that one, the same dollar amount, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Another $1 amount.
[AGENT][NEUTRAL] Um, receive 123.
[AGENT][NEUTRAL] Um, that is.
[CUSTOMER][NEUTRAL] Uh, like you are providing the received it?
[AGENT][NEUTRAL] Uh, yeah, hold on just a second.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] The dollar amount is $300.
[AGENT][NEUTRAL] And the received date.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And we denied that on [PII].
[AGENT][NEUTRAL] The claim number is 3537893.
[CUSTOMER][NEUTRAL] 353-7893, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please repeat again one more time, the dollar amount? $300?
[AGENT][NEUTRAL] Yes, 300. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $300 right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, can you please repeat again one more time the claim number? Why? Because I'm trying to download your portal claim. There are no claims to display in my system.
[AGENT][NEUTRAL] 3 is it
[AGENT][NEUTRAL] 3537893
[CUSTOMER][NEUTRAL] OK, total 33, right? um.
[CUSTOMER][NEUTRAL] 36237893.
[AGENT][NEUTRAL] Yeah, 353-789-3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3, sorry for the inconvenience. One more time.
[AGENT][NEUTRAL] 3537893
[CUSTOMER][NEUTRAL] OK. I'm, I'm trying to download Yoi through portal like the second showing there is no Yogi phone. Is there any chance, can you please send any Yoi through fax only this single Yobi?
[AGENT][NEUTRAL] Yeah, will you give me that policy number again? I just, I got out of it.
[CUSTOMER][NEUTRAL] OK. Uh, the policy number is 024.
[CUSTOMER][NEUTRAL] 73158 M. for Mary, L for Lima, 8.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I repeat again. [PII]. And also please put attention my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can we check the other statuses before I fax it?
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] When you're ready I can forward the next one.
[AGENT][NEUTRAL] OK, what's the next one?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] The next one is 02003103 [PII] for [PII] for [PII].
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] And what's that date of service?
[CUSTOMER][NEUTRAL] OK. Uh, the date of service is
[CUSTOMER][NEUTRAL] [PII]. Sorry, one second. [PII] and the total charge $2,862 even.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what were the bill charges?
[CUSTOMER][NEUTRAL] $2,862 2862.
[AGENT][NEUTRAL] 2862 OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, it looks like the explanation of benefits received.
[AGENT][NEGATIVE] Does not list the amounts applied to the deductible.
[AGENT][NEUTRAL] Co-pay or co-insurance.
[AGENT][NEUTRAL] Please submit a more detailed explanation of benefits.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So primary you is required, right?
[AGENT][NEUTRAL] Yes, with specifics on how it processed, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when the claim receipted and claim it added and claim number.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It was received 10-7-2024 that was denied on [PII]. The claim number is 35.
[AGENT][NEUTRAL] 16398.
[CUSTOMER][NEUTRAL] 351-639-8, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. Let's move to send the claim and 2 more claims is there. This is the 2nd 1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's 021-891-9 M for Mary, L for Lima 7.
[AGENT][NEUTRAL] Um, will you give me that policy number one more time?
[CUSTOMER][NEUTRAL] Yeah, 021-891-9 M for Mary, L for Lima 7.
[AGENT][NEUTRAL] No, not pulling that up, um.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] Yeah. I can spell the name. It's [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the middle name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're most welcome.
[AGENT][NEUTRAL] OK, what was his uh date of birth?
[CUSTOMER][NEUTRAL] OK. Uh [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] And the date of service is [PII]. And the total charge $4,288 even.
[AGENT][NEUTRAL] Uh, this one looks like it needs um.
[AGENT][NEUTRAL] The explanation of benefits received does not list the amounts applied to the deductible co-pay or co-insurance.
[AGENT][NEUTRAL] Need details. Yes, detailed EOB, yes.
[CUSTOMER][NEUTRAL] Like a required primary UB?
[CUSTOMER][NEUTRAL] OK. And can you please provide the claim receive date and claim date and claim number?
[AGENT][NEUTRAL] The received date was [PII] that was paid on [PII].
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 0733.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and [PII]. Claim number is 3540733, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Thank you. And let's move to the last claim.
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's loading.
[CUSTOMER][NEUTRAL] It's 1393393 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge is $542 even.
[AGENT][NEUTRAL] Um, I don't show that claim on file.
[CUSTOMER][NEUTRAL] There is no claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No claim.
[CUSTOMER][NEUTRAL] OK. Can you please provide the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 608
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] Thank you. Can you please provide the number effective date?
[AGENT][NEUTRAL] Uh, that is.
[AGENT][NEUTRAL] Remember effective date is.
[AGENT][NEUTRAL] Actually, let me see. This is an old policy. Let me look.
[AGENT][NEUTRAL] And make sure
[AGENT][NEUTRAL] That hold on one moment, OK?
[CUSTOMER][POSITIVE] Yeah, take your own time. No worries.
[AGENT][NEUTRAL] Yeah it looks like for this member.
[AGENT][NEUTRAL] They recovered effective [PII] and then terminated [PII].
[CUSTOMER][NEUTRAL] [PII], it is Act 2 and terminated on [PII], right?
[AGENT][NEUTRAL] Uh, [PII], that's when they terminated.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh, no, no, no. So active from [PII] and terminated also [PII], right?
[AGENT][POSITIVE] Oh, I'm sorry. Yes, that's correct. Sorry.
[CUSTOMER][NEUTRAL] So only one year he's staying, he takes uh policy.
[CUSTOMER][NEUTRAL] And member does not have any other policies?
[AGENT][NEUTRAL] I don't show any other policies.
[CUSTOMER][NEUTRAL] There is no other insurance.
[CUSTOMER][POSITIVE] OK. Thank you and thank you so much, [PII], and thank you for giving this information. And can you please provide the call reference number?
[AGENT][NEUTRAL] Uh, the call reference will be my name, [PII]
[AGENT][NEUTRAL] [PII] as in.
[AGENT][NEUTRAL] Says my last initial in today's date.
[AGENT][NEUTRAL] And then I'll get that EOB um faxed to you for the claim that you couldn't find, OK?
[CUSTOMER][POSITIVE] Yeah. Thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] OK, thank you, [PII]. Have a great weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, same to you. Bye-bye.
[AGENT][NEUTRAL] Bye.