AccountId: 011433970860
ContactId: 16ab79a5-4f78-4751-b2f6-9de914f20442
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1614469 ms
Total Talk Time (AGENT): 574058 ms
Total Talk Time (CUSTOMER): 745533 ms
Interruptions: 9
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/16ab79a5-4f78-4751-b2f6-9de914f20442_20241230T20:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII], and I am a policyholder and I, I've been, my spouse has been doing some physical therapy and I was wondering how we might be able to claim that.
[AGENT][NEUTRAL] OK, I can uh check your policy for you, uh, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] Let's see, hold on.
[CUSTOMER][NEUTRAL] Uh, oh, I'm looking through all this HR stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, would the policy number be just the same as as my general?
[CUSTOMER][NEUTRAL] I, I may, the right question to ask is where would I find that? I'm sorry.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] OK, it's OK. Have you, is it, did you just recently become effective or you had the policy for a while?
[CUSTOMER][NEUTRAL] I should know this.
[CUSTOMER][NEUTRAL] I've had the policy all year, but this is the first time we've had to use it.
[AGENT][NEUTRAL] Used it, OK. Did you get an ID card?
[AGENT][NEUTRAL] In the mail?
[CUSTOMER][NEUTRAL] Oh yes, I do have an ID card. Hold on one moment. You mean just like a regular insurance ID card?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, that makes it easy. Hold on.
[AGENT][NEUTRAL] And it's gonna be the um the it'll say outpatient or inpatient policy er number believe that number starts with a 0 and no rush.
[CUSTOMER][NEUTRAL] All right, I see a group number, issuer, member ID.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] This is just a regular insurance card. It's one issued by UnitedHealthcare Company.
[AGENT][NEUTRAL] Is that your primary?
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] Yeah, so I've got the primary card.
[AGENT][NEUTRAL] OK, so, uh, American Public Life, the supplemental, um, meddling policy is going to be.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Secondary payer, did you get a card from APL?
[CUSTOMER][NEUTRAL] Um, I don't, I don't have one with me. Let me look, let's see, I'm logged in right now to my company site, so it may.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see here, compliance documents.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Moment APL.
[CUSTOMER][NEUTRAL] Uh, here we go.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] There's a medical gap.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have this, but I don't have anything tied in directly to me. One moment please. Let's see if.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking at the documentation now. This is all just, it's not individual spec specific documentation, it's just overall company documentation.
[AGENT][NEUTRAL] OK, spell your last name.
[CUSTOMER][NEUTRAL] Let me look at a [PII].
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I almost had it right.
[AGENT][NEUTRAL] I'm gonna search it by your name.
[CUSTOMER][POSITIVE] I appreciate this.
[AGENT][NEUTRAL] Do you mind looking it up under your social? I'm not finding it under your name.
[AGENT][NEUTRAL] Are you the policy holder?
[CUSTOMER][NEUTRAL] Sure, and I
[CUSTOMER][NEUTRAL] I am the policyholder and I tried logging in as a new user.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, using my social and it did not work, but maybe you could get it to work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Oh, hold on just a second here. I may have something right here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Are you a junior?
[CUSTOMER][NEUTRAL] Uh, oh, we do, yes, I am a junior, yes, and I do have a, uh, it's a payer ID 60801.
[CUSTOMER][POSITIVE] Uh, yeah, I gave you, right now I found it, now that you found me. I found everything.
[AGENT][NEUTRAL] What, what do you, what do you have?
[CUSTOMER][NEUTRAL] OK, payer ID is 60801 uh group number, is that what you were looking for? or outpatient benefit certification number?
[AGENT][NEGATIVE] Keep, keep going down.
[AGENT][NEUTRAL] That number
[CUSTOMER][NEUTRAL] You're looking for the, OK, it is 0231.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 7298 M as in mother L 8
[AGENT][POSITIVE] And you just won the lottery. That's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So what is your date of birth and your mailing address [PII]?
[CUSTOMER][NEUTRAL] [PII] and my and my address is, is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your email address on file is?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] I may have a different one.
[AGENT][NEUTRAL] That's the one that we have.
[CUSTOMER][POSITIVE] OK, excellent.
[AGENT][NEUTRAL] Let's see, and your spouse's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I see [PII] on the policy. And then you were calling about physical therapy, right?
[CUSTOMER][POSITIVE] Correct, for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling up the policy.
[AGENT][NEUTRAL] So, under the outpatient benefit, I do see physical therapy listed. Of course, it has to be done by a physical therapist.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it could be done in a fac facility or a physician's office.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, do you know what that your outpatient benefit is?
[CUSTOMER][NEUTRAL] Uh, the outpatient benefit is.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Let's see here it is.
[CUSTOMER][NEUTRAL] Uh, it's a Medlink gap insurance. Are you?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, it is, we've got in-house inhospital benefit and the outpatient benefit, which I imagine you, that's what you're referring to, uh, outpatient benefit maximum is $500 per covered person per calendar day per covered outpatient services.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right. And so for physical therapy, which is covered under the outpatient benefit, um, there's a benefit of, of up to $500. That's per calendar day, not calendar year, but daily. That's a good benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alrighty. Oh, that is, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Per calendar day mhm.
[CUSTOMER][NEUTRAL] OK. And how would I, if my wife has been doing that, how would I submit expenses for that? Or how would I make a claim? I guess it's probably a better question.
[AGENT][NEUTRAL] OK, I can help you with that and so uh we will need uh the APL claim form uh that form can be downloaded from our website and or I can get it emailed over to you.
[CUSTOMER][NEUTRAL] Uh, it might be safer for you to email it to me that way I'll, I'll know exactly what form it is.
[AGENT][NEUTRAL] OK, now do you want us to send it to the email address that we have on file or a different one?
[CUSTOMER][NEUTRAL] No, the one on file is fine.
[AGENT][NEUTRAL] OK, we can take care of that. And then.
[CUSTOMER][NEUTRAL] After you get to me.
[AGENT][NEUTRAL] Because this policy is secondary uh to your major medical, we'll need a copy of their explanation of benefits for each date of service.
[CUSTOMER][NEUTRAL] Copy of their so could it be just a if the doctor subscribed a series of, of treatments with the physical therapist, would I just need
[CUSTOMER][NEUTRAL] One, like like whatever the, the primary care physician requested.
[AGENT][NEUTRAL] Uh, this is gonna come from, who is your primary insurance carrier?
[CUSTOMER][NEUTRAL] And would that, would that be good enough for everything?
[CUSTOMER][NEUTRAL] Uh, uh, uh, um, the one that's been in the mail, uh, uh.
[AGENT][NEUTRAL] Is it, you're not Blue Cross United?
[CUSTOMER][NEUTRAL] Let's see, hold on.
[CUSTOMER][NEUTRAL] UnitedHealthcare.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's unit.
[AGENT][NEUTRAL] OK, so the explanation of benefits we need it's gonna come from United generally when they, you know, the claim will be sent to them first and when they process the claim you'll either receive their explanation of benefits basically saying this is what we paid or.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You'll receive that in the mail.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] We need a copy of that document for each date that she has physical therapy.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Some, um, some primary insurance carriers, they may have several dates of service on one page, others, they process it per page. There's one day per page.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So however they do it, we'll need the ELB that represents each date of service.
[AGENT][NEUTRAL] That's the 2nd document.
[CUSTOMER][NEUTRAL] Need the ELB.
[AGENT][NEUTRAL] Edward Oscar Baby.
[CUSTOMER][NEUTRAL] That represents
[CUSTOMER][NEUTRAL] OK. Represents each day of service.
[CUSTOMER][NEUTRAL] And the first thing you needed was a copy of the, I'm sorry, the.
[AGENT][NEUTRAL] The APL claim form.
[CUSTOMER][NEUTRAL] APL claim form.
[AGENT][NEUTRAL] Which I
[AGENT][NEUTRAL] Which is who you're speaking with American Public Life, and I'll email that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's going to be from our primary.
[CUSTOMER][NEUTRAL] Primary, it's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're secondary.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Second, OK. So, let's see. So that's gonna be from United Healthcare, uh, UMR United Healthcare Company, um.
[AGENT][NEUTRAL] OK, so I will be emailing you a copy of the American Public Life claim form that's coming from American Public Life.
[CUSTOMER][NEUTRAL] UM
[AGENT][NEUTRAL] And then for each date she had physical therapy, you wanna reach out to United Healthcare.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And request the explanation of benefits or for short it's EOB.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And request.
[CUSTOMER][NEUTRAL] E L P
[AGENT][NEUTRAL] Uh, are you saying ELB or ELB?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ELB is what I said.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Ah, thank you. [PII]. OK, EOB and what does that stand for?
[AGENT][NEUTRAL] EOB.
[AGENT][NEUTRAL] Yeah, explanation of benefits.
[AGENT][NEUTRAL] Explanation of benefits.
[CUSTOMER][NEUTRAL] Explanation.
[CUSTOMER][POSITIVE] Of benefits. Ah, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then the, the third document, which is the last document, um, each time she has physical therapy, her doctor creates a bill to send to her primary insurance. We'll need a copy of that itemized bill. Is it being done in an office setting or is it being done like in a hospital?
[CUSTOMER][NEUTRAL] It's an outpatient
[CUSTOMER][NEUTRAL] Uh, I guess office setting.
[AGENT][NEUTRAL] OK, so if it's an office setting, then I'll give you the form to request that'll make it easier and to ensure that we get the right document let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I'm ready.
[AGENT][NEUTRAL] OK, it's an Aronne, it's C as in Charlie.
[AGENT][NEUTRAL] Elm Mary.
[AGENT][NEUTRAL] S Sam.
[AGENT][NEUTRAL] And then number 1500.
[CUSTOMER][NEUTRAL] 1500. OK.
[AGENT][NEUTRAL] Gonna request a copy of the itemized bill CMS 1500 form.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Copy of the itemized.
[CUSTOMER][NEUTRAL] Yeah, CMS 1500.
[AGENT][NEUTRAL] Right, which they're, they're familiar with that form.
[CUSTOMER][NEUTRAL] For each one, every time.
[AGENT][NEUTRAL] For each date of service.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] H
[AGENT][NEUTRAL] So for each data service there should be 3 documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Now if you are going to send the itemized bills and the ELBs in all together then you would only need to to complete one APL claim form but if you send those in at different times, each time you send documents to APL we need the claim form, the APL claim form.
[CUSTOMER][NEUTRAL] Summary for each day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so if there's already been a series, I, I believe so it's like if there's already been a series of these done, we're gonna request all these and we can submit everything in one at one time, but if there's any future stuff, we, we ought to be claiming it as it occurs and we could do it one at a time after that.
[AGENT][NEUTRAL] That makes sense?
[AGENT][NEUTRAL] You could send it in as uh however you choose to you can let them accumulate and send a lot of dates of service, or you could send it each time she has her service that's up to you. What I was saying was, so let's say for instance if you have like 10 already.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Like 10 itemized bills and 10 ELBs if you wanna send those at the same time you do not, we just need one claim form.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Uh, when sending, because we do have probably close to 10 when sending.
[CUSTOMER][NEUTRAL] The 10 plus uh uh uh.
[CUSTOMER][NEUTRAL] Uh, dates of service.
[CUSTOMER][NEUTRAL] We need to submit only a single APL claim form.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, does that mean, but we'll still need an ELB for each day of service and uh uh a copy of the itemized CMS 1500 form.
[CUSTOMER][NEUTRAL] Uh, for each date of service correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the reason that I say that.
[CUSTOMER][NEUTRAL] OK, but we only need one APL claim form.
[AGENT][NEUTRAL] Correct, so because we're we request a date of service and an EOB for each time she's she has physical therapy, that does not mean that you have to attach a claim form to each date of service.
[AGENT][NEUTRAL] If you're sending them all at the same time, we just need the one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But we still need each ELB.
[AGENT][NEGATIVE] I don't wanna confuse you. That sounded confusing.
[CUSTOMER][NEUTRAL] No, I, I think I've got it. So for this initial one, or if we in the future if we decide to do 5 at a time or something like that, we only need one APL claim form, but we still need, uh, if we do 5, we still need 5 ELBs and 5 CMS 1500 forms.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The Mazda 200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, oh, hold on, I got it. My wife has a question. Just a second. Actually, you know what, I should not have this on. I have it on earbuds, but I should have it so she can. She's the brains of the outfit, not me. Let me see. Let me see if I can pick these out.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you still hear me?
[AGENT][NEUTRAL] Yes, I can. Can you hear me?
[CUSTOMER][NEUTRAL] Uh, hold on, let's see, hello, can you still hear me?
[CUSTOMER][NEUTRAL] No, I
[AGENT][NEUTRAL] I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I can hear you now that I put them back in my ears, but I, OK, can you say something now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Oh yeah I can hear you, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, [PII], you had a question?
[CUSTOMER][NEUTRAL] Uh, is there a time when, you know, time frame on turning these in? I guess that's part of my question being towards the end of the year.
[AGENT][NEGATIVE] Yeah, there is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Uh, I just wanna confirm.
[CUSTOMER][NEUTRAL] Email I thought I heard you say.com [PII]. Oh yes, well I think she has it on file. [PII]. OK.
[AGENT][NEUTRAL] Right. And then when, when you submit.
[CUSTOMER][NEUTRAL] Um, so we we get the form, OK.
[AGENT][NEUTRAL] When you submit the documentation, you could either fax it, mail it or upload it on our online service center. Uh, we do not receive them via email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Yeah, uploading would be easiest I could scan it, yeah, OK, sounds good and the email that you sent.
[AGENT][NEUTRAL] Mhm. Have you all created an account?
[CUSTOMER][NEUTRAL] Uh, I'm, I tried to, and I, I tried doing it under new user, oh, but we've got, I've got this information, yeah, now that I've got this information I'm gonna try it again.
[AGENT][NEUTRAL] OK, do you want to try it while we're on the phone?
[CUSTOMER][NEUTRAL] I want to try
[CUSTOMER][NEUTRAL] But I have not yet to answer.
[CUSTOMER][NEUTRAL] A new account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Oh, OK, I'm sorry, uh, we checked and they went back to the headphones, so I'm sorry.
[CUSTOMER][NEUTRAL] Uh, OK, I think that's it. Uh, I guess I got a couple of pieces of email coming to me.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] With the forms correct?
[AGENT][NEUTRAL] I want to send it while I'm on the phone. I'm preparing it now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just sent it to the email that we verified.
[AGENT][NEUTRAL] Give it a few seconds. It's coming from [PII], which is me.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. Let me
[CUSTOMER][NEUTRAL] Let me open up my email.
[AGENT][NEUTRAL] It may take a few.
[AGENT][NEUTRAL] A few minutes.
[CUSTOMER][NEUTRAL] It's not there yet. I'm looking.
[AGENT][NEUTRAL] You know, give it some time.
[CUSTOMER][NEGATIVE] Junk mail just found 6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] There you go. Make sure you can open that attachment, that PDF document.
[CUSTOMER][POSITIVE] There you go. Oh, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got it. It's the meddling claim form.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And that I only need one form correct for that but everything else should be.
[CUSTOMER][NEUTRAL] Uh, our, our, uh.
[CUSTOMER][NEUTRAL] Our care uh provider is gonna provide something and then our insurance company is gonna provide.
[CUSTOMER][NEUTRAL] The second thing.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, the ELB from your primary insurance company and then the itemized bill from the physical therapy office and then the APL claim form. Now you may want to, well, it's, it's a digital document, so you'll have that, you know, like if you send 10 now and 10 next week, you could just pull up that claim form and fill it out.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And send with the next bunch.
[CUSTOMER][POSITIVE] Sounds like a plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And so, uh, just
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just for just for verification here, the ELB.
[CUSTOMER][NEUTRAL] It's gonna be coming from our primary uh insurance company.
[AGENT][NEUTRAL] Mhm. EOB. Mhm.
[CUSTOMER][NEUTRAL] And the itemized.
[CUSTOMER][NEUTRAL] And the ELB like
[CUSTOMER][POSITIVE] Uh, uh, like, uh, uh, excellent library, and then a bonus ELB as opposed to EOB explanation of benefits.
[AGENT][NEUTRAL] It's so it's Edward Oscar, Bob.
[CUSTOMER][NEUTRAL] Oh, OK, that I'm gonna get from the primary uh insurance explanation of benefits.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. And the, the itemized uh uh CMS 1500 form, the bill is coming from the physical therapist.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know how you keep this stuff straight.
[AGENT][NEUTRAL] It can be confusing.
[CUSTOMER][POSITIVE] Yes. All right. Well, thank you so much. I, I really appreciate all your help.
[AGENT][POSITIVE] Oh absolutely, Mr. [PII]. Now do you want me to uh assist in creating the online account so that'll be already set to go?
[CUSTOMER][POSITIVE] That would be, that would be great that way I know that it's gonna be done correctly.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah, so take a minute, it's no rush and just let me know when you're ready and then I'll give you the um website to go to.
[CUSTOMER][POSITIVE] OK, I am, I'm ready whenever you are.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm on uh [PII] login, but I'm not sure if that's where I need to be.
[AGENT][POSITIVE] Perfect, perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you're going to click that log in button.
[AGENT][NEUTRAL] I'm sorry, the new user tab because you've not created an account yet, so the new user mhm.
[CUSTOMER][NEUTRAL] Log in. OK.
[CUSTOMER][NEUTRAL] Yeah you sir.
[AGENT][NEUTRAL] And then you'll select which one.
[CUSTOMER][NEUTRAL] And I'm an individual with an APO.
[AGENT][POSITIVE] Bingo, that's correct.
[CUSTOMER][NEUTRAL] And then next, and then the last name [PII].
[CUSTOMER][NEUTRAL] And the member ID number I have here, uh.
[AGENT][NEUTRAL] No, I don't believe that, yeah, some of our groups have a member ID number. I don't think this group does, so you'll have to use your social security number.
[CUSTOMER][NEUTRAL] Not uh or number number.
[CUSTOMER][POSITIVE] OK, I can do that.
[CUSTOMER][NEUTRAL] OK, and then my residential zip code?
[CUSTOMER][NEUTRAL] Got right here.
[CUSTOMER][NEUTRAL] And then my email.
[AGENT][NEUTRAL] You know what? You do have a member ID number you wanna use that instead of your social?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, it's 298.
[AGENT][NEUTRAL] 68.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 270.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 270. It is 29,868,270.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And let me put my birthday.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Next, it's searching, oops, there seems to be a problem. No user was found. Uh, let me see. I'm sure I've got made a mistake here. Uh, last name [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Now I don't know if they're looking for the [PII], the [PII] because it's it's [PII], so enter [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's try that. That's not.
[CUSTOMER][NEUTRAL] Oh, there it is. Create your account. Your exe Dell would have never guessed that.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Right, so yeah, the, the way it looks in our system has to look the same when you set up your account that's what it was the junior, and so it's probably now asking you to create a username and password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm doing that now.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] And primary phone number?
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Make sure I did this right.
[CUSTOMER][POSITIVE] Ah, successfully created the first time.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] So now
[CUSTOMER][NEUTRAL] Add the password to my password manager.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm logging in now. I'm sorry, you're gonna say something?
[AGENT][NEUTRAL] OK, no, no, no, you're gonna go ahead and log in now.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Enter to receive updates.
[CUSTOMER][NEUTRAL] Oh, I can skip that. Let me, I'll just skip that just for now.
[CUSTOMER][NEUTRAL] That way we can get
[CUSTOMER][NEUTRAL] I'm not taking any more of your time than I need. All right, I do. I see the policy number.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] 231-7298
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that link select upload files.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I heard um Mrs. [PII] said she could create, you know, just uh save it to her desktop or laptop you would upload it from there.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you click the submit or it could say.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I can't see that because it's tiny tiny. Next.
[AGENT][NEUTRAL] Um, it should give you a confirmation number and they'll let you know that it's been, uh, successfully transmitted. You may wanna write down that confirmation number whenever you upload the documentation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] And then here you can also, you should see your ID card, you can download it if you need it.
[AGENT][NEUTRAL] And your policy sir as well with your benefits.
[CUSTOMER][NEUTRAL] I see it right here.
[CUSTOMER][NEUTRAL] OK, let me see here, getting the file.
[CUSTOMER][NEUTRAL] Uh, it's taking a little while to do the, oh, there we go. And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, let's just a carbon copy of the hard copy that I have here.
[AGENT][NEUTRAL] Mhm, it is.
[CUSTOMER][POSITIVE] Which is nice, right.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Uh, I don't think so.
[CUSTOMER][POSITIVE] You've been most helpful. I really appreciate this.
[AGENT][POSITIVE] Oh, you're very, very, very welcome.
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] [PII], I hope you have a good rest of the day.
[AGENT][POSITIVE] I will, and thank you all for calling APL. Have a great holiday, OK? And [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] All [PII]. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.