AccountId: 011433970860
ContactId: 27a55564-b61f-46d8-ac8a-8e65de6c62f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1920560 ms
Total Talk Time (AGENT): 548265 ms
Total Talk Time (CUSTOMER): 894527 ms
Interruptions: 10
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/27a55564-b61f-46d8-ac8a-8e65de6c62f0_20250122T19:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] excuse me, the initial to my last name is [PII], and I'm calling you from West County Radilogy Group, and the reason I'm calling is I'm actually on the website and I'm trying to check to see um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like status of some of our claims and um.
[CUSTOMER][NEGATIVE] I have maybe 4 or 5 patients, um, I think I have 4 that I checked on the website and could not find them. The 5th 1 I wasn't able to even search because um.
[CUSTOMER][NEUTRAL] We, I didn't have the primary um subscribers social and it made me need to fill in all the blanks and I, I could not do that so um I just wanted to see if we could check them and the other ones that I did check I could pull the patients up but it did not appear that um you had a claim on file or maybe it just isn't processed yet and I couldn't find it that way but if we could check on these that would be great.
[AGENT][NEUTRAL] Social.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can help you.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] My direct dial call back is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is not only a direct dial phone but it's also direct um fax.
[AGENT][NEUTRAL] OK, great, [PII] and let's take a look at this claim status for you. I can at least if we have claims on file can provide those claim numbers and you can at least get the EOBs.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the portal. What is the policy number? Is it for different patients?
[CUSTOMER][NEUTRAL] It is different patients, but I can start with the first one.
[AGENT][POSITIVE] Not a problem.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] The first policy number I have is 02486805.
[CUSTOMER][NEUTRAL] For Case [PII] date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get him pulled up.
[CUSTOMER][NEUTRAL] And the data service, OK, go ahead, no you're fine.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Alright, what's that data service in case?
[CUSTOMER][NEUTRAL] Cases Data Services 527 of 24.
[CUSTOMER][NEUTRAL] And the charge is $251.
[AGENT][NEUTRAL] For the CPT 70,450?
[CUSTOMER][POSITIVE] Uh, that is correct.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Get that clean pulled up.
[AGENT][NEUTRAL] And [PII], what is the provider name?
[CUSTOMER][NEUTRAL] The provider is West County Radilogy Group.
[AGENT][POSITIVE] Perfect, thank you. Well, we actually did receive that claim on [PII].
[AGENT][NEUTRAL] And it is pending for the primary EOB we are secondary, and I can provide that claim number for you.
[CUSTOMER][NEUTRAL] EOB alright and the claim number?
[AGENT][NEUTRAL] Claim number is 348.
[AGENT][NEUTRAL] 0647.
[AGENT][NEUTRAL] We're secondary to the policyholder's major medical.
[CUSTOMER][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Pull that up you said 348-046-7 patient's name was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And his date of birth, let me get back to that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Search
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I guess I'm not um.
[CUSTOMER][NEGATIVE] It tells me there's one claim found but I see nothing that I can click on and actually.
[CUSTOMER][NEUTRAL] Hold on, maybe I can click on that. Let's see here.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The web oh there it goes. The website was spinning for a moment. I was trying to figure out if I was gonna be able to.
[AGENT][NEUTRAL] Because the air will be, yeah.
[CUSTOMER][NEUTRAL] Print the EOB yeah.
[CUSTOMER][NEUTRAL] Alright, so let me pull that and that was denied on I was trying to look for a date [PII].
[AGENT][NEUTRAL] Correct, uh, well, let's see, let me.
[CUSTOMER][NEGATIVE] I wonder why we didn't get a remit on that.
[AGENT][NEUTRAL] Like that.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] It was mailed on [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It might have gone to [PII], who knows with the mail. I'm sorry, I didn't say that out loud. I didn't say that out loud, did I?
[CUSTOMER][NEUTRAL] Yeah, you never know.
[CUSTOMER][POSITIVE] Well, I agreed with you out loud so.
[AGENT][NEUTRAL] Nothing against our postal service, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well it's fine too probably.
[CUSTOMER][NEUTRAL] Alright, so I will.
[AGENT][NEUTRAL] Now you can fax that primary EOB if you want to just fax it with a copy of our EOB that way we'll have the policy number, claim number.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] The only other policy I'm showing for that child is UHC Community plan, which is a Medicaid plan so you, you would be primary over Medicaid, correct?
[AGENT][NEUTRAL] Let me see what we've got on file.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, but let me see who we have on file for primary.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right yeah.
[AGENT][NEUTRAL] Yeah, we're, we're primary to the major medical coverage, UHC.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Better
[CUSTOMER][NEUTRAL] What are you showing is the do you have the ID number for that patients? Because I'm wondering if you have it loaded differently but it truly is UHC's community Medicaid plan.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] So with this policy, um, it does.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, the groups issue their major medical and then they're offered the secondary, so it would be the major medical United Healthcare for the policyholder.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, hopefully I can get my voice out too as far as it was up well that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I'm wondering.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If they did not give you the policyholder's major medical information.
[CUSTOMER][NEUTRAL] Well, that's what I'm checking here. I'm looking in the hospital system since our doctors are the reading radiologists that read for the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, there's the insurance card for you all American APO.
[CUSTOMER][NEUTRAL] Yeah we don't have a primary insurance for him.
[CUSTOMER][NEUTRAL] We have this and uh Medicaid, that's all we have.
[CUSTOMER][NEUTRAL] Let me go ahead and get the fax number so I can note it on the account though.
[AGENT][NEUTRAL] OK. Our claim.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, once you get that processed through primary, then you can just fax over that EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our claims fax number is 877.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and that does come straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just for documentation purposes, may I get the initial to your last name please?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And do you have separate uh call reference numbers for each patient or?
[AGENT][POSITIVE] You can use it for whatever you need, you can use it for each patient or the, the whole call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it just like your name and date?
[AGENT][NEUTRAL] Just my name and today's date, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so that's all for that patient.
[AGENT][POSITIVE] I'm ready for the next one.
[CUSTOMER][NEUTRAL] I'll have to probably call the family and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The next patient is [PII] with an ID number of 01660281 and then I have ML 7 at the end of it.
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I have her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And the and the date of service is [PII].
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Now I do have United Healthcare as primary and I do show that that filed out.
[CUSTOMER][NEUTRAL] With the claim and the primary remit so hopefully.
[CUSTOMER][NEUTRAL] You'll have that one on file.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And again that's for the 71046 CPT?
[CUSTOMER][NEUTRAL] Uh, 71, yes, $41 and we're looking for 16 $10.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And this claim, let me get that received date and process date.
[AGENT][NEUTRAL] This claim was processed or received on [PII].
[AGENT][NEUTRAL] And was processed on [PII] with the payment of 1610 to West County Radiological yes to y'all.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It went to 11411475 [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was it paper check, EFT single or bulk payment or?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] Single paper.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I still showed that.
[CUSTOMER][NEUTRAL] And when was it actually mailed?
[AGENT][POSITIVE] It was mailed on [PII] and I do show that it is still outstanding.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] Is that the correct address?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want me to give you that claim number so you can get that EOB pulled up while you're doing that I'm gonna put in a request to see if it's cleared and if not to reissue.
[CUSTOMER][POSITIVE] Yeah, well that would be great. Let me go ahead and get that number from you.
[AGENT][NEUTRAL] Claim number is 349.
[AGENT][NEUTRAL] 5335.
[AGENT][NEUTRAL] This will just take me just a quick minute. Let me go ahead and do that while we're.
[AGENT][NEUTRAL] And that way at least you have that paid amount.
[CUSTOMER][NEUTRAL] You said page 1610? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It just takes me just a minute. I apologize.
[CUSTOMER][NEUTRAL] That's right, mine's taking a bit too.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Like the website's thinking for a minute.
[AGENT][POSITIVE] That's gonna give me a minute to type and get this taken care of for you.
[CUSTOMER][NEUTRAL] I this
[CUSTOMER][NEGATIVE] This doesn't look like an actual remit or EOB. It just says service or description outpatient expense deductible ER paid 1610, but it doesn't.
[CUSTOMER][NEUTRAL] Is it usually just have almost looks like.
[CUSTOMER][NEUTRAL] Almost like an Excel spreadsheet, is that what your EOBs normally look like?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] This doesn't seem like probably.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I could see where you might think that.
[CUSTOMER][NEUTRAL] Because I'm gonna go grab I printed the other one and I guess I didn't pay that close of attention to it because I know you said it denied for the primary EOB so I'm gonna grab it off the printer and take a look. I didn't think it looked like this, but maybe it did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know someone's printing something big.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][POSITIVE] My goodness.
[CUSTOMER][NEGATIVE] Well, sucks.
[CUSTOMER][NEGATIVE] And it's not gonna help me I guess I will go back and print it in another printer.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] Do you have a work email?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Well, I'm gonna fax you this EOB that way you, I mean email it and then you can see it real quick. How about that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, my email, it's a little bit long, but um.
[AGENT][NEUTRAL] Give me just
[AGENT][NEGATIVE] Let me get that coming up. It's taking this sweet to all this cold weather just must have this thing upset.
[AGENT][NEUTRAL] We're not used to all this cold weather down here in the South, so.
[CUSTOMER][NEUTRAL] It's got
[CUSTOMER][NEUTRAL] Where are you at?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Yeah, you probably don't get a whole lot, do you?
[AGENT][NEGATIVE] No, not at all.
[CUSTOMER][NEUTRAL] One of our neighbors, she moved several years ago, but um she grew up in [PII] or not [PII], and I guess she moved probably 10 or 12 years ago and went back to [PII], but um I saw she posted something the other day on Facebook and it.
[CUSTOMER][NEUTRAL] It said something about stay calm people and you, you, it was like out her back door like a like I don't know maybe 1/8 of an inch like a light dusting of snow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Like he could barely see it.
[CUSTOMER][POSITIVE] And she said stay calm people and then there's this picture and you scroll down and it says we will survive and I kinda laughed because I thought oh that's very Tiffany but um I'm not I'm sure her family thought it was funny but I don't know I don't know that everyone else not sure that everyone else in [PII] thought it was funny.
[AGENT][POSITIVE] Oh, that's funny.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, we're just not used to it, yeah.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's that email address? I'm ready.
[CUSTOMER][NEUTRAL] Um, my email address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, um, I'm sorry, I just stopped like I I was done. It's [PII] at good grief.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. I just
[CUSTOMER][POSITIVE] Yeah, I went back and pulled the remit for the first one we looked at. That doesn't look anything like what I pulled up on that second one, so I'm glad you're sending it to me.
[AGENT][POSITIVE] Yeah, you should, you should be getting it right now.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I, I did submit that request to have that check voided and resubmitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, see if anything's come through my email yet.
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][NEUTRAL] OK, I see with what you sent me there's a 2nd page for some reason.
[CUSTOMER][NEUTRAL] And it and it looks more like the traditional remit that I'm used to seeing.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] But what I what I pulled up was um.
[CUSTOMER][NEUTRAL] It just looked different so.
[CUSTOMER][NEUTRAL] Alright, so there's that right so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So we got [PII] taken care of.
[CUSTOMER][NEUTRAL] Right, so let me put this to the side.
[CUSTOMER][NEUTRAL] And you are going to send that to be um reissued correct?
[AGENT][NEUTRAL] It should have, yes, correct, and it could take up to 7 to 10 business days. It's gotta go through our finance department and then go back to claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so that takes care of that one.
[AGENT][POSITIVE] And I'm ready for the next one, excuse me, next one whenever you are.
[CUSTOMER][NEUTRAL] OK, so the next patient I have is a [PII], and [PII]'s ID number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And I'm ready for her date of service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is that build amount?
[CUSTOMER][NEUTRAL] 106 hold on a minute.
[CUSTOMER][NEUTRAL] Let me go here 927,610.
[CUSTOMER][NEUTRAL] The account number.
[CUSTOMER][NEUTRAL] $214.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that claim we received on 9-16-24.
[AGENT][NEUTRAL] And processed on 9-1924.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That claim number is 350.
[AGENT][NEUTRAL] 679 2.
[CUSTOMER][NEUTRAL] All right and.
[AGENT][NEUTRAL] Um, it was denied because of all payable benefits were applied to the policy deductible.
[CUSTOMER][NEUTRAL] It looks like we posted the $108 charge to the deductible.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] They didn't post the other charge in our office. I'm not sure.
[CUSTOMER][NEGATIVE] I don't know why they did it that way.
[CUSTOMER][NEUTRAL] I just realized that.
[CUSTOMER][NEUTRAL] So a $106 line item was 50 $35 applied to the deductible.
[AGENT][NEUTRAL] It was.
[AGENT][NEUTRAL] That's for the CPT 76856.
[CUSTOMER][NEUTRAL] Mhm, OK, so that's also [PII].
[AGENT][POSITIVE] OK. Well, that one was easy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now this next one, I'm only showing your insurance so I'm going to guess there's probably supposed to be a primary for it too.
[AGENT][NEUTRAL] Y[PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's uh 021-36497.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I have no idea how to actually Avelaide [PII].
[AGENT][POSITIVE] Sounds good to me.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And what's that data service?
[CUSTOMER][NEUTRAL] And the date of service is [PII] $251.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] We received that claim on [PII] and processed on [PII].
[AGENT][NEUTRAL] Now this claim was denied because the services were rendered after the policy termed.
[CUSTOMER][NEUTRAL] After term date
[AGENT][NEUTRAL] Mhm, the term dates [PII] I'm sorry [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a claim number just so I can reference it.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Hang on just a second, uh, claim number 352.
[AGENT][NEUTRAL] 483 1.
[CUSTOMER][NEUTRAL] OK, and that was 352-483-1.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna see if I can find the remit on that in case we need to use that as like proof of timely.
[CUSTOMER][NEUTRAL] Alright, so there's that and then I have one final patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The ID number is 01828903.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Data service [PII].
[CUSTOMER][NEUTRAL] And the dollar amount.
[CUSTOMER][NEUTRAL] Is $41.
[CUSTOMER][NEUTRAL] And the balance after the primary is $16.10. That's the same dollar amount as the one that we didn't get, so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] This claim we received on [PII] and processed on [PII], and that benefit amount of 1610 was applied to the policy deductible.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Deductible and the claim number please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim claim number is 353.
[AGENT][NEUTRAL] 6385.
[CUSTOMER][POSITIVE] All right, well thank you very much I do appreciate your help today and um.
[AGENT][NEUTRAL] I do have a question for you. Did I say 353-6365 or did I say 6385? Let me, let me give it to you correctly. I'm sorry.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] 65.
[AGENT][NEUTRAL] Yeah, the last 2 or 65 after I said that I'm like, wait a minute.
[CUSTOMER][NEUTRAL] Alright, let me see here.
[CUSTOMER][NEUTRAL] OK 353-636-5 and that's [PII].
[CUSTOMER][NEUTRAL] And the patient's date of birth is [PII].
[CUSTOMER][NEUTRAL] I really appreciate you going through and and giving me those claim numbers um because I was like well shoot I can't pull anything up. I don't have any claim numbers so um thank you for that and um will I get an email or a fax or will I need to call back? How will I know uh in like couple weeks where we're at with that uh reissue.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, it was my pleasure.
[AGENT][NEUTRAL] And we will send out the EOB along with the check once it's reissued now if you wanted to call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In 2 weeks just to check on it we can provide that information.
[CUSTOMER][POSITIVE] OK, well I appreciate that.
[AGENT][POSITIVE] My pleasure to help you with that claim status, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] So you said you're cold, do you have snow?
[AGENT][NEUTRAL] No, we just got cold and that was just wrong. Um, I mean, if we had to suffer through the bitter cold, we should at least have some pretty snow.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And I'm not anymore. I mean my numbers were still out of way.
[AGENT][NEUTRAL] It went just below us and 2 weeks ago it went just above us, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I, I like I said, I had to really laugh when I saw what my neigh my old neighbor had posted and stuff and because she's kind of a sassy gal to begin with, but um, I was like, oh [PII], that's, that's so you.
[CUSTOMER][NEUTRAL] But, but, uh, yeah, and but she's she's just outside of [PII], but I did hear on our weather last night on the news that, um, like parts of like [PII] like near Gulf Shores and the upper the northern part of [PII] and like the panhandle they may have some snow coming in.
[AGENT][NEUTRAL] Oh, we'll just
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] [PII]. [PII] has snow on it.
[CUSTOMER][NEUTRAL] I think they said some.
[CUSTOMER][NEUTRAL] And if I heard right and I might have been getting tired when I was listening to it.
[CUSTOMER][NEUTRAL] But if I heard right, I think they said 4 to 6 inches.
[AGENT][NEUTRAL] Yeah, I think that they did get about 6 inches on the beach in [PII].
[CUSTOMER][NEUTRAL] That's the price of one.
[AGENT][NEUTRAL] Crazy. In [PII]?
[AGENT][NEUTRAL] [PII] got, I think about 5 or 6 inches.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So well we had.
[CUSTOMER][NEUTRAL] I guess about a week and a half ago.
[CUSTOMER][NEUTRAL] I guess about a week and a half ago, not this past weekend but the weekend before.
[CUSTOMER][NEUTRAL] Uh, that Sunday night into Monday, um.
[CUSTOMER][NEUTRAL] It depends where you were at, but most of our viewing area, most of our state actually, um, got anywhere from like 8 inches to we measured like 12 to 14 in our yard.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Oh my, I see, I can't even imagine.
[CUSTOMER][NEUTRAL] Have you ever seen snow?
[AGENT][NEGATIVE] That much no.
[AGENT][NEUTRAL] You know, uh, years ago, my sister lived in [PII] and we went through on a blizzard. That was the most amount of snow that I'd ever seen. And we get snow, you know, an inch or two, maybe 3 at the most, every now and then, not every year.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Just occasionally and of course it shuts down everything, but um.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Yes, last year.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Two weeks ago last year we got, you know, a little about 3 inches of snow.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] And we were supposed to get some this time, but it just went right under us.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And I'm fine. I mean, I think it is I like watching it fall. That's my favorite part. And it is beautiful on the ground.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Mine too if I'm being honest, it is, it's, it's it's when it's coming down it's really pretty.
[AGENT][NEGATIVE] Mhm. But it is a mess and gets dirty and nasty.
[AGENT][NEUTRAL] And when you have dogs go out and bring it in, you know, the snow.
[CUSTOMER][NEUTRAL] It it does eventually.
[CUSTOMER][POSITIVE] That's that's when it's nice if you have a mud room that comes like.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] You know, either off your back porch or into your garage or something that you can bring them in and dry them off a little bit but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, don't have that.
[CUSTOMER][NEUTRAL] Yeah, because it, it, it does get messy. I, um, we don't have a dog, but I do remember growing up that my mom and them would stop the dog at the like the back porch and when she'd come in they make her sit like on an old rug or a beach towel or something and wipe her paws and dry her off and then she had to stay in the kitchen for a while until she dried off so she wouldn't get the carpet all stinky.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yep.
[AGENT][NEGATIVE] It gets muddy.
[CUSTOMER][NEUTRAL] Nothing like that smell of wet dog.
[AGENT][POSITIVE] It's a one of a kind smell, that's for sure.
[CUSTOMER][POSITIVE] You do not forget it so all right well thank you so much I appreciate your help today.
[AGENT][NEUTRAL] That's true.
[AGENT][POSITIVE] Been my pleasure, [PII]. Thank you for calling APL. Have a wonderful afternoon. Stay warm. Bye-bye.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][POSITIVE] You too goodbye you too bye bye.