AccountId: 011433970860
ContactId: 0afa607b-9e4c-4b71-bee8-08bb13380671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1646969 ms
Total Talk Time (AGENT): 490794 ms
Total Talk Time (CUSTOMER): 798044 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0afa607b-9e4c-4b71-bee8-08bb13380671_20250609T22:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey [PII], it's [PII]. How you doing?
[AGENT][POSITIVE] Hello [PII], I'm good. What about you?
[CUSTOMER][NEUTRAL] Um, 5 minutes, 5 minutes.
[AGENT][NEUTRAL] Why do you always call me when it's time for you to go home, [PII]. I think you're giving me these mm mm.
[CUSTOMER][NEGATIVE] It ain't my fault that you keep answering.
[AGENT][NEUTRAL] Whatever.
[CUSTOMER][NEUTRAL] Whatever.
[CUSTOMER][NEUTRAL] Well, I have an insured's wife on the phone in regards to a cancer policy, and it looks like we did receive a third party authorization to speak with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was calling to make sure that the claim information she submitted is what we were needing for his claim.
[AGENT][NEUTRAL] That's the policy number, OK.
[CUSTOMER][NEUTRAL] 708357.
[AGENT][NEGATIVE] I know it's gotta be a cancer policy.
[CUSTOMER][NEUTRAL] Uh, no. And this one,
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] And I told her that we would need the um itemized billing which this is like facility but um.
[CUSTOMER][NEUTRAL] She's talking about for the surgery for the same date for the facility charge.
[AGENT][NEUTRAL] Uh, let's see what we got. Jesus, [PII].
[CUSTOMER][NEGATIVE] And she also had questions about mileage, and I told her with mileage, it uh pays based on if she was receiving surgery and all that stuff. And she's like, well, someone told me to write down each and every time we had to leave and go in our car to go for an appointment. I'm thinking it's not gonna be covered, ma'am. And so, I don't know.
[CUSTOMER][NEUTRAL] And just looking through the information she submitted it, she looks like she submitted a billing for the facility.
[CUSTOMER][NEUTRAL] Um, but I'm not sure what other information that is needed for the claim.
[CUSTOMER][NEUTRAL] No, I could just had surgery.
[CUSTOMER][NEUTRAL] He was diagnosed with breast cancer?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's wild.
[AGENT][NEUTRAL] I wish they would do like what's her name like a uh who did this for [PII].
[AGENT][NEUTRAL] [PII] usually put in notes what's needed.
[AGENT][POSITIVE] Uh, let me see. [PII] did it. [PII], hopefully [PII] did it. Oh, [PII]'s got it.
[AGENT][NEUTRAL] It's in [PII]'s queue.
[CUSTOMER][NEUTRAL] Oh, it's in someone else's queue?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Uh, I did that there.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, yeah, whatever her name is.
[AGENT][NEUTRAL] You can send the roll if you need to.
[CUSTOMER][POSITIVE] Alright, [PII], I appreciate you.
[AGENT][POSITIVE] All right, no problem.
[CUSTOMER][POSITIVE] And you have a fantastic day, rest of your day.
[AGENT][POSITIVE] Alright you as well alright thank you.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thanks for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi Miss [PII], how you doing?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] Good. I was calling to um uh they had sent me up uh when I talked to Miss [PII], and she told me that I need to send the itemized bill in. So the lady I was just speaking to, I think she said they didn't have the hospital part of it, but the lady say
[CUSTOMER][NEUTRAL] That sent me the, the information say that that was all the, all the billing that he had had from the surgery to the appointments and everything. I don't know, so is there something else that you need? Can you look and see the stuff that I send in to you all?
[AGENT][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] I know, I, the lady said to pay for gas mileage, you know, for going back and forth, and she said, and she need to itemized bill and I filled the claim form and I, and I called my, I sent it last week, last Monday, I faxed it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I want to
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] to fully have to be of the surgery procedure.
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] If you're living with HIV, imagine being good to go without getting HIV pills.
[CUSTOMER][POSITIVE] Good to go.
[CUSTOMER][NEUTRAL] to go out even later with Cabannuva, there's no pausing for daily HIV pills. For adults who are undetectable, Cabanuva is the only complete long-acting HIV treatment you can get every other month. It's two injections from a healthcare provider SUS 6 times a year.
[AGENT][NEUTRAL] One second.
[AGENT][NEUTRAL] Mastectomy.
[CUSTOMER][NEUTRAL] Don't take Capanova if allergic to its ingredients or taking certain medicines that may interact. Serious side effects include allergic reactions or rash, post-injection reactions, liver problems, and depression. If these occur, get medical help right away. Tell your doctor about your medicines or supplements, medical conditions, liver or kidney problems, mental health, pregnancy, and breastfeeding. The most common side effect is injection site reactions.
[CUSTOMER][NEUTRAL] With Cabanuva, you're good to go without the HIV pills. Talk to your doctor about pushing.
[CUSTOMER][POSITIVE] Hey, great to see you.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] But you
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's so hot here. I got the fan on the air conditioner on, I guess to make it be sneeze.
[AGENT][NEUTRAL] Look, I know. Same here.
[AGENT][NEUTRAL] I've been like that every week, every time I walk outside, it's so warm. I'm weird. Well, I'm in [PII]. Every time I walk outside, it's like I'm
[CUSTOMER][NEUTRAL] OK one second and I'm.
[CUSTOMER][NEUTRAL] For part of [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] And it's like every time I walk outside, it's like it's so hot it's like I just feel like I'm melting and my nose just started dripping.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, it's hot out there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for the surgery, I'm looking at the information you sent in from [PII].
[AGENT][NEUTRAL] And so I do see the surgery from the hos the with the hospital charges. But w[PII] you have surgery, there is a code, like a code for the surgery.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So I can see that that there was a mastectomy performed, but we don't have a code for the mastectomy.
[CUSTOMER][NEUTRAL] So, I need to call the hospital tomorrow.
[CUSTOMER][NEUTRAL] And the [PII] [PII] where he had it at, and what I need to ask for.
[AGENT][NEUTRAL] So, actually, we need to call the doctor. Who's the doctor that performed the surgery?
[CUSTOMER][NEUTRAL] Doctor [PII], I mean, Doctor [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we need to contact him and ask.
[CUSTOMER][NEUTRAL] Do you see that on, on, on one of them papers his name?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Let me look at the information that was submitted previously. Can you give me one second, please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] To see if it's listed there.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] one of
[CUSTOMER][POSITIVE] Do it the right way.
[CUSTOMER][NEUTRAL] So I'm, I'm blessed to be a part of that, and I, I can't really to show some of that to you. I don't.
[AGENT][NEUTRAL] Yeah, it has uh the attending physician, Doctor [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So y'all gonna call him or I need to call him?
[CUSTOMER][NEUTRAL] Uh, well, I know I ain't gonna be able to talk to him, but I guess I can talk to the nurse.
[AGENT][NEUTRAL] Yeah, even, you know, just ask her, can she give you the uh we'll send you the itemized billing with the uh with the, with the procedure codes for the surgery.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on, let me ask you to write it down.
[CUSTOMER][NEUTRAL] I don't need the number. I need you to write this down. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You gonna turn the light on and get a pen for a bumper?
[CUSTOMER][NEGATIVE] Then I should have got up and said it like you all should have been done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, ma'am, um.
[CUSTOMER][NEUTRAL] Hold on one minute, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my husband's gonna write it down, so tell me slowly what you need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So from doctor, let me go back to his name. uh Doctor [PII]. OK. OK, for him, we need the fully itemized bill.
[CUSTOMER][NEUTRAL] Well, I got his name [PII], yeah, I got.
[AGENT][NEUTRAL] The surgery bill
[CUSTOMER][NEUTRAL] Hold on, be right there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The fully automized bill from surgery, but hold on a minute, let him get that roll.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The full automized bill from surgery.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] With the codes, right?
[AGENT][NEUTRAL] With the procedure code?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hold on, my procedure code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No, no
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and, uh, what else, ma'am?
[AGENT][NEUTRAL] And we need that for Doctor, Doctor [PII].
[AGENT][NEUTRAL] And we need it for the anesthesiologist.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Did she say at first?
[CUSTOMER][NEUTRAL] Well, repeat what you said at first before the anesthesiologist.
[AGENT][NEUTRAL] Um, I mean, that was the fully itemized surgery bill from Doctor, uh, [PII].
[CUSTOMER][NEUTRAL] OK, I got that.
[AGENT][NEUTRAL] Yeah. And so we also need the fully itemized surgery bill for the anesthesiologist.
[CUSTOMER][NEUTRAL] Hold on, he write that down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And so for your travel expense.
[AGENT][NEUTRAL] We also need the uh itemized billing from the provider's office.
[AGENT][NEUTRAL] Showing the procedure code and the charge amounts.
[CUSTOMER][NEUTRAL] OK, now what's.
[CUSTOMER][NEUTRAL] So what you say you need from the uh
[CUSTOMER][NEUTRAL] From the um they told me to, for the mileage, they told me to write my address down and where I was going to every time we went and I sent that in. So you're saying we need something else now?
[AGENT][NEUTRAL] Yes ma'am, it looks like I do see that that was written down on the form.
[AGENT][NEUTRAL] And so she
[CUSTOMER][NEUTRAL] That's what she told me to do.
[AGENT][NEUTRAL] OK. Do you remember who told you to write that down?
[CUSTOMER][NEUTRAL] It was either Miss [PII] or Miss [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One of the two.
[AGENT][NEUTRAL] Yeah, um, because I think with this policy, uh, it'll pay if you're having, you know, only when he's having, uh, chemo or treatment done.
[AGENT][NEUTRAL] So that's why we have to have the itemized billing from the provider's office with the procedure codes and the charge amount so that we'll know what he had done so whether or not he was actually receiving treatment so we can make sure we give you a transportation for that.
[CUSTOMER][NEUTRAL] Well, from my understanding it was transportation for him going to the doctor all them times after he got diagnosed with it, what they told me now.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh well I mean that's what they're asking for so that they can pay your.
[CUSTOMER][NEUTRAL] He did, he had, he hadn't had, he hadn't had chemo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well that's what what all those dates that you wrote down on the information we need the uh itemized billing for those dates so that we can uh finish reviewing his claim.
[CUSTOMER][NEUTRAL] OK, so, uh, somebody, the last person I talked to Miss [PII], she said she was gonna put a note in the chart if y'all need any more information to call me.
[CUSTOMER][NEUTRAL] Did you see that in there?
[AGENT][NEUTRAL] Uh, let me check and see. Give me one second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] This is all new to us.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] So you may be right now for gasm, so she said something about that, so that's what you gonna write next so you had it already down.
[AGENT][NEUTRAL] Do you remember what date you spoke with her on?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, I sent the papers last Monday.
[CUSTOMER][NEUTRAL] And I think I called that Tuesday.
[CUSTOMER][NEUTRAL] And they said, somebody said they had been, they had got a, they, it had came in, it had came in, but it had to be processed and I need to call back maybe Wednesday.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Cause I'm not, I'm not seeing that note in our system. I do apologize.
[CUSTOMER][NEUTRAL] Well, she, she, she told me that. So, OK, so what, what you say you need for the gas mileage thing I wrote something down. What you wrote about.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We need the item
[CUSTOMER][NEUTRAL] I just got gas mileage.
[AGENT][NEUTRAL] We need the itemized billing from the provider's office, so whatever the doctor that you went to on what whichever date.
[CUSTOMER][NEUTRAL] And that would be the same as what you asked for at first at the top of here.
[AGENT][NEUTRAL] Yes, ma'am. Is it the same doctor?
[AGENT][NEUTRAL] Because it's several, several different, it's several different days of service.
[CUSTOMER][NEUTRAL] Yes, they did the surgery, yes.
[CUSTOMER][NEUTRAL] OK. OK, so.
[CUSTOMER][NEUTRAL] I'm, we, OK, he had two doctors. He had the, the oncology doctor. That's who we went to to do the PET scan, do all the blood work and get all it ready for surgery. Then we went to this doctor [PII].
[CUSTOMER][NEUTRAL] OK, he didn't want to perform the surgery, so either way we were going, they two, they both in the same town, like 70 miles away, but they two different doctors, one oncologist, then Doctor V and then Doctor [PII] was the surgery doctor. So we was going to like both of them but we had to go to the oncology doctor to for him to set up for the surgery and get all the blood work and the PET scan and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, he had to do a, cause they thought he had cancer in the uh uh stomach well not been uh it's a Cyprus cause they did the, the, the test showed something, so he had to have a few uh
[CUSTOMER][NEUTRAL] B R E E E D G.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, go ahead.
[CUSTOMER][NEUTRAL] So, so.
[CUSTOMER][NEUTRAL] We need the automatic deal from.
[CUSTOMER][NEUTRAL] From, from both doctors where we got, which one did, which autoized do you, you got the one from Doctor V I guess the oncology, but you didn't get the one from the surgeon doctor, that's what you're saying?
[AGENT][NEUTRAL] No, ma'am, for the transportation, so looks like he had a doctor's appointment on [PII], [PII], [PII], [PII], [PII], [PII], and [PII], so we would need the itemized billing from the doctor's office for each of those days of service.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, write the dates down now. OK, say the dates again.
[AGENT][NEUTRAL] OK, 3
[CUSTOMER][NEUTRAL] Well, I, I have a topic. OK, go ahead.
[AGENT][NEUTRAL] No, if you, if you have a copy of what you send in to us, those are the dates that I'm reading out to you.
[CUSTOMER][NEUTRAL] Go ahead ma'am.
[AGENT][NEUTRAL] And I have 3
[CUSTOMER][NEUTRAL] It's, it's more than that though, right?
[AGENT][NEUTRAL] I'm seeing [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute
[CUSTOMER][NEUTRAL] Hold on, hold on.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, not that.
[CUSTOMER][POSITIVE] OK, I have 3. OK, now I'm ready.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Wait, let's turn the paper.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and those are all the data of service that you have listed here.
[CUSTOMER][NEUTRAL] OK, and you need an auto automized bill for each one of those days, days.
[AGENT][NEUTRAL] Yes ma'am, the itemized bill with the procedure code and charge amounts.
[CUSTOMER][NEUTRAL] Procedure code
[AGENT][NEUTRAL] And charge out.
[CUSTOMER][NEUTRAL] Procedure code.
[CUSTOMER][NEUTRAL] Procedure code in charge of amount.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] We write all this down.
[AGENT][NEUTRAL] Mhm that's fine I understand.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So you call
[CUSTOMER][NEUTRAL] And, and procedure code and what did you say?
[AGENT][NEUTRAL] And charge amounts.
[CUSTOMER][NEGATIVE] You charge now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry we kind of slow.
[AGENT][NEUTRAL] Mm you're fine.
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] OK, so we just got what you said, uh, procedure code and and and uh charge amount and then we got.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We got
[CUSTOMER][NEUTRAL] What's this I
[CUSTOMER][NEUTRAL] Anesthesia. To anesthesia.
[CUSTOMER][NEUTRAL] The itemized for the anesthesia.
[CUSTOMER][NEUTRAL] And and you need the codes too with the anesthesia, right?
[AGENT][NEUTRAL] Mhm, yes, ma'am. Same thing.
[CUSTOMER][NEUTRAL] You like the, the code?
[AGENT][NEUTRAL] Yeah, so it looks.
[CUSTOMER][NEUTRAL] OK, so the paper that I sent, the paper that they sent me to you all, that's the wrong paper?
[AGENT][NEUTRAL] I mean that's an itemized billing but it doesn't have the uh procedure codes on it.
[AGENT][NEUTRAL] They have some codes, but those are not procedure codes. Those are some hospital codes.
[AGENT][NEUTRAL] Uh, nothing that we, nothing that we would use.
[CUSTOMER][NEUTRAL] OK, well let me ask you this. Do y'all have a fax number that they can fax that to you all, or it has to be faxed like the way I've been doing it?
[AGENT][NEUTRAL] No ma'am, they can fax it over to us let me know when you're ready for the fax number.
[CUSTOMER][NEUTRAL] OK, and the right fax number.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And they just need to put uh [PII] name on there when they fax it.
[AGENT][NEUTRAL] And his policy number, yes ma'am, and his policy number.
[CUSTOMER][NEUTRAL] Uh, you know his policy number?
[AGENT][NEUTRAL] It's 00.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Wait a minute, 00 OK.
[AGENT][NEUTRAL] Mhm 708.
[AGENT][NEUTRAL] 357.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that's it.
[CUSTOMER][NEUTRAL] OK, you said 0000708357.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] We get so they need to put the policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And his name on on on what they faxing, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] So is it alright to give uh whoever I talked to his policy number? Yeah, I, I hope they, you can't hardly trust people no more these days and cause, you know, I, I told the lady exactly what I needed and they sent me all the wrong stuff.
[AGENT][NEUTRAL] Yeah, I mean it has the charge amount on it but it doesn't have the codes that we're needing.
[AGENT][NEUTRAL] Yeah, so it should, yeah, it should be OK to give them the num that because you know, give them that. Can you verify the fax number that I gave you just to make sure we have the fax number correct?
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it do it, it needs to be attention to who?
[AGENT][NEUTRAL] You can just put
[CUSTOMER][NEUTRAL] Or I just need to have.
[AGENT][NEUTRAL] You can just come to that fax number you can put attention claims because that's fax number comes directly to our claims department.
[CUSTOMER][NEUTRAL] Attention claim.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, so if I ever need to speak to you again, how do I find out? I mean, how do I just reach you cause I'm telling you, they done told me. I've been, if you can see, I've been faxing papers and sending papers and faxing papers for a long time and they nothing seem to be right cause everybody telling me something different.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][POSITIVE] Uh, I mean, usually just you can just call that number and uh if you need me you can just ask them, you know, can you they transfer you to [PII] and they can because I'm, I'm really just if I'm just the support, the additional support if they don't, if they, if they can't help you then they send you to me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] OK, so I can just call him and ask him and let me speak to Miss [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so you're the one that kind of process the process the claim and know what what exactly what you're supposed to have, right?
[AGENT][NEUTRAL] I do. I process some claims and then I'm also just the support additional support if they're unable to help you with your questions.
[CUSTOMER][NEUTRAL] Well, I wish they would have sent me to you long ago. You can see how much stuff I done fact seen.
[AGENT][NEUTRAL] Mhm, yes, ma'am. Yeah.
[AGENT][NEUTRAL] Yep, so hopefully when we get when we can get that with the, the procedure codes and the charge amounts then we can go ahead and try to get your claim reviewed for payment.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] Procedure codes and charge them out. You got that procedure codes for all for each one of them, all three of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right?
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], appreciate you kindly, uh, I, I, I, I guess I can, uh, so if they want to get, if they want to do this tomorrow, so by Friday, I guess I can call you back and see have you received it because I know it take a while to get or will they just come straight to you.
[AGENT][NEUTRAL] Uh, it comes straight to our claims department.
[AGENT][NEUTRAL] Um, and then somebody will, will get it and they'll work on it and so it looks like somebody's already, uh, getting ready to review the information that you sent in the, uh, other day.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And so if this information comes in they'll probably go ahead and review the the new information with this information that uh they review it all at one time so hopefully they can get it in to us before she starts reviewing it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, I'll let [PII] call them first thing in the morning and uh to do this cause I at work and uh and, and I can, well, let me ask you this, if they want to fax it tomorrow, could I just call you and could you see that you did get a fax? I know it won't be approved or nothing like that, but I'm just saying that way I know the lady or whoever he speak to did their job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So would I be able to do that if, if uh they fax it, I can call you and say, what did you get a fax in and I know it's not gonna be processed or nothing, but because I always get like a confirmation paper saying y'all received it, but I, I, I was doing it for my job, but see they had to mail me all this stuff to my house and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, you can do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It took a while to get a mail from [PII] to here to mail flow and then I will take it to work and a lady will fax it to you all. So, but you can tell if I if if y'all received it or not, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Yes, we can do that. Yes.
[CUSTOMER][POSITIVE] OK, OK, Ms. [PII], well I appreciate you kindly and thank you so much.
[AGENT][POSITIVE] You are welcome and you guys have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you, ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bye-bye. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.