AccountId: 011433970860
ContactId: 14856d4f-bdb8-470b-b41c-ef0de520a9f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1903270 ms
Total Talk Time (AGENT): 469974 ms
Total Talk Time (CUSTOMER): 793653 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/14856d4f-bdb8-470b-b41c-ef0de520a9f9_20250418T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for the provider to check on a claim status. Please be informed 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] Uh, yes, [PII], I can help you with the claim status, sir. Can I please first get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. No extension, it's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's policy number is 004097304.
[AGENT][NEUTRAL] OK. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII], and [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, that policy is not pulling up for me as one of our policy numbers. Do you see another number or do you have their social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, I do have the social. Give me a moment. Let me give. You want the whole social number or the last 4?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The whole thing.
[CUSTOMER][NEUTRAL] Yeah, the social number is [PII].
[AGENT][NEUTRAL] OK, let me see if I can find them with that social.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] OK, I'm unable to pull in a member with that social too. Are you wanting to call?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, American Public Life, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, the member is registered for the American public life.
[AGENT][NEUTRAL] OK, can I get the
[CUSTOMER][NEUTRAL] So, could you please verify me the policy policy number once again?
[AGENT][NEUTRAL] You said the policy number was 004097304.
[CUSTOMER][NEUTRAL] Yeah, it's right. OK. So could you please check with the name and the date of birth?
[AGENT][NEUTRAL] OK, can you please spell the first and last name for me?
[CUSTOMER][NEUTRAL] Yeah, sure. The first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]. It's spelled as [PII].
[AGENT][NEUTRAL] OK, let me see if I can find it by the name real quick.
[CUSTOMER][NEUTRAL] And for each other.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is a.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I am not showing a [PII] in our system.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Just a moment, I will not take more time. Give me a minute.
[AGENT][POSITIVE] Yes, sir. Yes. Yes, go ahead and take your time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Could you please provide me the call reference number for our conversation?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK. Today's date and your name is [PII]. OK, I thought your name is [PII].
[AGENT][NEUTRAL] No, I'm not a [PII], just a [PII].
[CUSTOMER][NEUTRAL] OK. Uh, so, [PII], could you please help me with the 33 more claims. I do have 3 more claims on file with me.
[AGENT][NEUTRAL] OK, what's the next member's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Yeah, just a moment, it's fetching.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so the next member ID is OK, no, sorry, just a moment.
[AGENT][POSITIVE] Yes, sir. Take your time.
[CUSTOMER][NEUTRAL] OK, so the next member ID is 02255496.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Member's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and then may I please get uh the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Um, OK, so the date of service is [PII], and total charges, uh, just a moment, total charges, give me a minute.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Total charges are $257 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK, so you want uh.
[CUSTOMER][NEUTRAL] Total charges for the secondary.
[AGENT][NEUTRAL] Total charges after the primary insurance paid their part.
[CUSTOMER][NEUTRAL] OK. It's $20.
[AGENT][NEUTRAL] OK, thank you. And then may I please have the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Omni Medical Group.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim, [PII], and I'll be right back, sir.
[CUSTOMER][NEUTRAL] Uh yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, [PII], for holding for me. So I did find a claim under Omni Medical Group for that date of service, but the charge amount is a different amount than the amount that you've given me.
[CUSTOMER][NEUTRAL] OK. What's the charge amount you're finding?
[AGENT][NEUTRAL] It's 20
[CUSTOMER][NEUTRAL] Uh, you have found
[AGENT][NEUTRAL] $222 even.
[CUSTOMER][NEUTRAL] OK, just a moment, let me just check.
[AGENT][NEUTRAL] And it was for procedure 99214.
[CUSTOMER][NEUTRAL] OK, you're right. It's for the $222.
[AGENT][NEUTRAL] Yes sir and this claim was denied [PII]ause office visits are not covered under the patient's policy.
[AGENT][NEUTRAL] Let me give you the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just a moment. Uh, you can give me the claim number.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's 3562716.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 3562716.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And the claim is denied because office visits are not covered under the patient's plan.
[AGENT][POSITIVE] Correct
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, so [PII], could you please help me with the received date and the denial date?
[AGENT][POSITIVE] Yes, sir. Let me get that for you.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] OK, and what will be the
[CUSTOMER][NEUTRAL] You received on [PII] and processed on [PII]. So what will be the denial date?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK. And which CPT code is not covered under, under the patient's policy?
[AGENT][NEUTRAL] The CPT code that was billed is 99214.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so this CPT code is not covered. OK.
[CUSTOMER][NEUTRAL] Am I right? And could you please help me timely filing to submit the corrected claim.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh yes sir, you, there's no timely filing limit, but you need to send a letter why you want to correct the claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, no timely filing limit.
[CUSTOMER][NEUTRAL] And we need to send the letter by you need to collect the claim.
[AGENT][NEUTRAL] Yes, stating why you want the claim corrected.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] And could you please help me with the mailing address for the corrected claim?
[AGENT][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], the zip code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] And what will be the timely filing to submit an appeal?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You have to submit within 180 days from the date the claim was initially processed and you'll also need to send a letter while you're appealing.
[CUSTOMER][NEUTRAL] OK, 180 days.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Date, OK. And what will be the mailing address to submit an appeal? It will be the same as the corrected claims mailing address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And is there any specific form for an appeal or just it's an appeal form?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, you just submit um a letter stating why you're appealing the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And could you please verify me the claim number once again? The claim number is 3562716.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. I denied you'll be required while submitting a claim or an app?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, call reference number for our conversation.
[AGENT][NEUTRAL] It is my name and today's date.
[CUSTOMER][NEUTRAL] OK, and shall we move to the next claim?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, it's for a different member?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so just a minute.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The policy number for the member is 01422572.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name and date of birth?
[CUSTOMER][NEUTRAL] The member's first name is [PII] and the last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then, what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The date of birth of this member is [PII].
[AGENT][NEUTRAL] OK, and then may I please get the date of service and the charge amount?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the charge amount will be $1400 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's the same. $1400.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the name of the facility for this one?
[CUSTOMER][NEUTRAL] The name, it's Trinity emergency physicians.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold again. I'm gonna look this one up and I'll be right back sir.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. Uh, looking at this policy 1422572, the policy terminated.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII] and there are no active policies on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEGATIVE] [PII] and [PII], the member uh terminated.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what's the ineffective date?
[AGENT][NEUTRAL] The initial effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so the member is not active on the date of service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, just a moment, so you guys have uh processed the claim or the claim has been denied?
[AGENT][NEUTRAL] There's been no claim processed.
[CUSTOMER][NEUTRAL] OK, so there will be no received date and denial and the claim number.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just a moment. So could you please tell me when was the last member's coordination of benefits updated?
[AGENT][NEUTRAL] We do not do coordination of benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Means you do not update the coordination of benefits.
[AGENT][NEGATIVE] No, we don't do coordination of benefits at all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. So, do you see any other payer listed for this member?
[AGENT][NEUTRAL] No, I do not.
[CUSTOMER][NEUTRAL] OK. And time filing to submit the corrected claim?
[AGENT][NEUTRAL] Uh, there's no limit, timely filing limit for corrected claim. You just need a letter why you want to correct the claim.
[CUSTOMER][NEUTRAL] I'm just the information.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK, and mailing address will be the same that you gave me before?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please repeat the mailing address once again? Actually, I lost it.
[AGENT][NEUTRAL] Yes, sir. It's [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That's the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then the filing to submit an appeal.
[AGENT][NEUTRAL] 10
[CUSTOMER][NEGATIVE] No timely filing, am I right?
[AGENT][NEUTRAL] No, it's 180 days from the date the claim was initially processed and you'll need a letter Y.
[CUSTOMER][NEUTRAL] OK, OK, it's there. Sorry, sir.
[CUSTOMER][NEUTRAL] OK, and just let.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Mailing address will be the same for an appeal.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And there is no specific form for an appeal, just we need to submit a letter while we are appealing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And you guys don't require denied EOP while submitting an appeal. OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So there is no claim number because we have not processed the claim.
[AGENT][NEGATIVE] Right, the claim will not be processed. The policy was, there was no coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And call reference number for our conversation.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. I'll move to the last claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] The member ID for the, yeah, it's 250-1804.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the member's name and date of birth?
[CUSTOMER][NEUTRAL] The member's first name is [PII] and the last name is [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] OK, and then can you give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the charge amount will be $208 even.
[AGENT][NEUTRAL] OK, and then the charges after the primary?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, so the charge amount will be $158.
[AGENT][NEUTRAL] OK, thank you, and then may you please give me the facility that you're calling for on this one?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. It's Miami Lakes Pia Pediatrics.
[AGENT][NEUTRAL] OK, brief hold again, [PII]. I'll be right back, sir.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding for me, [PII]. I have the claim number for you.
[AGENT][NEUTRAL] The claim number is 357-445-4.
[AGENT][NEUTRAL] And the claim was denied because the office visits for the calendar year were maxed out.
[CUSTOMER][NEUTRAL] OK. OK. Could you please uh tell me the claim number once again?
[AGENT][NEUTRAL] Yes, it's 357-445-4.
[CUSTOMER][NEUTRAL] And could you please tell me the received date and the denial date?
[AGENT][NEUTRAL] Yes, sir. Let me look that up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] We received the claim on [PII] and processed it and denied it on [PII].
[CUSTOMER][NEUTRAL] Oh really.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] So services office visits uh been maxed out. OK, am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] OK. So, uh, [PII], could you please tell me what are the allowed services amount per time frame?
[AGENT][NEUTRAL] Uh, they get 4 office visits per person per calendar year, up to 8 visits total for the whole family.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 4 out of 84 office visits per year.
[AGENT][NEUTRAL] Yes, and all their office visits were maxed out for the calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, so they were allowed only for 4 office visits per year.
[AGENT][NEUTRAL] Per person up to 8 office visits total for a family.
[CUSTOMER][NEUTRAL] up to 8. sorry, could you please uh repeat once again the whole sentence why it was dinner, OK, the allowed services amount per time frame.
[AGENT][NEUTRAL] Let me read to you the remark.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good?
[AGENT][NEUTRAL] Calendar year policy maximum of 4 office visits per covered person with a maximum of 8 office visits per family. This maximum has been met and there are no further office visits payable for this calendar year.
[CUSTOMER][NEUTRAL] I need that.
[CUSTOMER][NEUTRAL] OK. So there are 8 office visits, uh, for per person for every calendar year.
[AGENT][NEUTRAL] No, 8 office visits for a family per calendar year have been maxed out.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] 8 office visits for family, OK.
[CUSTOMER][NEUTRAL] Office visit.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so 8 office visits for family per year has been maxed out. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so what, uh, when was the last service bill?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I can't give that information because it's not your facility.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] OK. What is the time period to build the service?
[AGENT][NEUTRAL] The time limit to build the service?
[CUSTOMER][NEUTRAL] Uh no. What is the time period to build the service?
[AGENT][NEUTRAL] One year.
[AGENT][NEUTRAL] They have 1 year to use their 8 visits.
[CUSTOMER][NEUTRAL] OK. 1 year to uh use 8 visits. OK.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] timely filing to submit the corrected claim. Uh, there is no timely filing for the corrected claim. Am I right? Just the letter?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And mailing address to submit the corrected claim which you gave me before.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And timely filing to submit an appeals 180 days from the date of service or 180 days.
[CUSTOMER][NEUTRAL] From the process date and.
[AGENT][NEUTRAL] From the date, yes.
[CUSTOMER][NEUTRAL] And there is no specific form for an appeal, just a letter.
[AGENT][NEUTRAL] Yeah, letter Y.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Claim number you gave me is 357-445-4.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And you guys don't require denied UB just a letter.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Call reference number will be the same which you gave me for previous 3 calls.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, [PII], thanks for your assistance. I love the partnership and have a great weekend ahead.
[AGENT][POSITIVE] You have a wonderful weekend too, [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][POSITIVE] OK, well, thank you for calling APL. You take care.
[AGENT][NEUTRAL] Bye-bye, sir.