AccountId: 011433970860
ContactId: 32aa48aa-524e-44c3-a232-3fd2208dd6af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1764319 ms
Total Talk Time (AGENT): 381441 ms
Total Talk Time (CUSTOMER): 834922 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/32aa48aa-524e-44c3-a232-3fd2208dd6af_20250603T12:44_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. 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 that 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 property's information?
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 02586839
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII]. My extension, it will be a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's first name is
[CUSTOMER][NEUTRAL] First, just a second.
[CUSTOMER][NEUTRAL] OK. The patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] for that.
[CUSTOMER][NEUTRAL] It's on the deposit.
[AGENT][NEUTRAL] And the policy number is 02586829.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 839.
[AGENT][NEUTRAL] 839, 1 moment.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The date of birth will be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Take
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service is [PII]. And give me a second for the bill amount. Just a second.
[CUSTOMER][NEUTRAL] The bill amount will be $175 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. This process under claim number 3606536. No benefits are payable. They do not have the office visit benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, what's the received date and the denial date?
[AGENT][NEUTRAL] Claim was received on [PII]. It processed and denied on [PII].
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] [PII]. OK, so the office visits are not gone under the member's plan, am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] $280.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Just a second, Mo, my system got stuck. Just a second.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, so there is only one CPT code for this member and that CPT code is not covered 99213.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Am I right?
[CUSTOMER][NEUTRAL] OK, what will be the timely filing limit to submit the corrected claim?
[AGENT][NEUTRAL] 180 days if you're submitting an appeal.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It, uh, no, I'm talking about the corrected claim.
[AGENT][NEUTRAL] There is no time limit to file a claim.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, yeah, I do have more few claims on the file. Could you please assist me with that?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the next policy number?
[CUSTOMER][NEUTRAL] OK, uh, for the, this member I
[CUSTOMER][NEUTRAL] Uh yeah, [PII], I do have a few questions to ask. Uh, could you please repeat the timely filing for an appeal once again?
[AGENT][NEUTRAL] 180 days.
[CUSTOMER][NEUTRAL] Uh, from the denial date or from the received date or process date?
[AGENT][NEUTRAL] Denial, denial date.
[CUSTOMER][NEUTRAL] OK. And what will be the mailing address to submit the corrected claim and as well as appeal?
[AGENT][NEUTRAL] Yes, it will be [PII], and that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And this it will be same for the appeals as well, am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And is there any specific form for annay?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and you guys uh denied will be required while submitting an appeal or a claim?
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] is denied, you'll be required the denied EUB denied claims UB is required by submitting the claim or an appeal. Is it required?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, perfect. Just a second, and the call reference number will be your name and this date. OK, we will move to the next one.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, and did you need any additional information from the patient or the?
[CUSTOMER][NEUTRAL] And your name is spelled as [PII]. Am I right?
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, and uh can you help me with? OK, perfect.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, no, we don't need any ticket number.
[CUSTOMER][NEUTRAL] Shall we move to the next one? Do you want the next member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, the next member ID is 216001382.
[AGENT][NEGATIVE] That is not a valid policy number.
[CUSTOMER][NEUTRAL] It's 216-001-382.
[AGENT][NEUTRAL] Yes, that is not our policy number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can do a social or a name search.
[CUSTOMER][NEUTRAL] OK. Could you please search me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social. OK, just a second.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mm, it's loading. OK. I got the social and the social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] First and last name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The first name is [PII], and the last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The so did not pull up one moment.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And the name did not pull up. Do you have a group number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm yeah, no, I don't have the group number, no.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] I'm unable to locate this one in our system.
[CUSTOMER][NEUTRAL] OK, shall we move to the next one then?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just a second, just a second.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Give me a second, I do have one more social for this member.
[CUSTOMER][NEUTRAL] Uh yeah, could you please take it with one more social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The social is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And who does this social belong to?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] The same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It did not pull up.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Shall we move to the next member then?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Health.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK, so the next member ID will be 025.
[CUSTOMER][NEUTRAL] 43 9 61 M as in Mike, L as in Lima, and the number 8.
[CUSTOMER][NEUTRAL] 5797726790805.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII]. The date of birth will be [PII].
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] The date of service will be [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] And just a second for yeah, for the bill amount. Give me a second. OK. The bill amount will be $993 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not saying that we have received that bill amount for that data service.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] Uh, let me check in the claim form, just a second.
[CUSTOMER][NEUTRAL] So 993 is not there in.
[CUSTOMER][NEUTRAL] Do you have $643?
[AGENT][NEUTRAL] Yes, that processed under claim number 3132025. No benefits were payable.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] 872.
[AGENT][NEUTRAL] This was not a sickness or injury.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I didn't, I didn't got the denial reason.
[AGENT][NEUTRAL] Benefits not payable for conditions other than sickness or injury.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] So, because of the diagnosis, this claim was not payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the diagnosis codes are incorrect.
[AGENT][NEGATIVE] They're not covered.
[CUSTOMER][NEUTRAL] OK, that under the member's plan?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] OK. Could you please help me with the
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Receive the denial date and the, yeah, you give me the claim number.
[AGENT][NEUTRAL] Claim was received on 4-21-2025. Claim process and denied on [PII].
[CUSTOMER][NEUTRAL] actually
[CUSTOMER][NEUTRAL] 422 or 25. OK. Could you please help me with the diagnosis code which are not covered?
[AGENT][NEUTRAL] This plan only provides benefits for sickness or injury. So the diagnosis code was not a sickness or injury.
[CUSTOMER][NEUTRAL] OK, is it the diagnosis code Z as in Zulu 30,430?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Diag analysis.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK, and before the results will remain the same as the previous one, am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Shall we move to the next one?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a policy number?
[CUSTOMER][NEUTRAL] Yeah. The policy number will be 1066915.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII]. The date of birth will be [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] It will be uh what's the speed of service, yeah, it's [PII].
[AGENT][NEUTRAL] Total build amount?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Just a second, it's loading.
[CUSTOMER][NEUTRAL] $105 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] This process under the claim number 3591864 benefit amount of $25 paid to the provider.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] This claim processed.
[AGENT][NEUTRAL] It was received on [PII] and it processed on [PII] to the provider.
[CUSTOMER][NEUTRAL] [PII] and [PII]. Just a second.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about the remaining $10?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What about the remaining $10? The $10.
[AGENT][NEUTRAL] It becomes patients responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what will be the allowed amount and for this one?
[AGENT][NEUTRAL] This benefit allows $25 per visit max 4 visits per calendar year.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, and so there will be no further payments for this.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So for this one allowed and paid for this, do you have the paid amount? Oh sorry, sorry, sir, the pay date.
[AGENT][NEUTRAL] $25?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The pay date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the process date is also the same, am I right?
[AGENT][NEUTRAL] [PII]. Yes, sir.
[CUSTOMER][NEUTRAL] C.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Just a 2nd, 25.
[CUSTOMER][NEUTRAL] Just a second, [PII].
[CUSTOMER][NEUTRAL] Uh, could you please, uh, state me once again what about the $10?
[AGENT][NEUTRAL] It becomes patients responsibility. The benefit only allows $25.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh yeah, just a second, [PII], a little bit confusion over here just a second.
[CUSTOMER][NEUTRAL] Sorry for the hold.
[CUSTOMER][NEUTRAL] So as you said, it is.
[CUSTOMER][NEUTRAL] Then you like.
[CUSTOMER][NEUTRAL] And process.
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] OK, the claim number you gave me, OK, and the allowed dollar for services for the $25 and there will be no maximum payment for this one. Am I right?
[AGENT][NEUTRAL] The maximum payment was $25.
[CUSTOMER][POSITIVE] Yeah, I got it.
[CUSTOMER][NEUTRAL] OK, and could you please help me with the when was the last services bill means when was the last this type of services were billed?
[CUSTOMER][NEUTRAL] Got
[AGENT][NEUTRAL] It was received on [PII]. That's the last claim in history.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Again, and the further details will remain the same. There's already submission guidelines, the timely filing and the mailing address.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So OK, shall we move to the next one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I do have more 3 claims.
[AGENT][NEUTRAL] OK, I can only do 5.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] 2505591.
[CUSTOMER][NEUTRAL] Policy, yeah, the policy number is 02286183.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Because of the.
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] $131.02.
[CUSTOMER][NEUTRAL] Yeah, sure. The rate of service is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the amount is $73 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] And for this one I'm looking for an appeal status.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 551.
[AGENT][NEUTRAL] Let me check the notes. I'm not showing anything in our system. One moment.
[CUSTOMER][NEUTRAL] Can you OK sir?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So you don't have the payment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Looks like there was.
[CUSTOMER][NEUTRAL] May I request of you.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The fax number is [PII]. Please attention to patient account number.
[AGENT][NEGATIVE] Looks like there was a claim submitted that was processed and denied as a duplicate.
[AGENT][NEUTRAL] Let me see if there's a letter. I'm not seeing anything regarding an appeal. One moment.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 486 9.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 866.
[CUSTOMER][NEUTRAL] 254869
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What is the name of the group for the provider on this claim?
[CUSTOMER][NEGATIVE] Pretty low.
[CUSTOMER][NEUTRAL] It's for Tinnet Florida Finnish Physician Services.
[AGENT][NEUTRAL] OK, looks like there was a refund request letter that went out.
[AGENT][NEUTRAL] For data service 12:15 and they ask for $15.26 refund request.
[AGENT][NEGATIVE] It looks like this claim was overpaid.
[CUSTOMER][NEUTRAL] Uh yeah, the.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, sending, yeah, the claim was overpaid and we have sent the refund to you guys. um, but after that, we have sent in an appeal. I will give you the appeal date.
[CUSTOMER][NEUTRAL] We, OK, we have submitted an appeal. [PII], we have submitted an appeal.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me just check if I do have a claim number with me.
[CUSTOMER][NEUTRAL] Mm, no, I don't have the claim number with me.
[AGENT][NEUTRAL] OK, let me check and see. Was it indicated that it was an appeal on?
[AGENT][NEUTRAL] It looks like this was a request for a reconsideration.
[AGENT][NEUTRAL] Um, it looks like they processed it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like CPT code 96372 denied it.
[AGENT][NEGATIVE] On the claim, it appears to be a dupe.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] OK, so I'll send this over because this was processed under claim number 3583184 and it was denied as a dupe.
[AGENT][NEUTRAL] So I'll send this over and have them review this one as an appeal.
[CUSTOMER][NEUTRAL] OK, so you have got the appeal.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] After we have sent, submitted an app.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please help me with the appeals received date and
[CUSTOMER][NEUTRAL] If you have the document control number you can give me that.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] This claim was received on 331 and it processed as a dupe under claim number 3583184.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it processed and denied on [PII]. So I'll send it over.
[AGENT][NEUTRAL] To the appeals.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Do you have the document control number for this one?
[AGENT][NEUTRAL] There's no document control number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] So the date of budget [PII].
[CUSTOMER][NEUTRAL] Could you please help me with the turnaround time as well for this one?
[AGENT][NEUTRAL] This turnaround time should take anywhere from 7 to 10 business days. It doesn't necessarily take as long.
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] But you can call back and they will have an update on this one. If there's a letter generated, the letter will go out to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, I got it and your limit has been over. Am I right? You can assist me only with 5 claims.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so could you please transfer my call back in the queue for more to claims I do have on file.
[AGENT][NEUTRAL] OK, we don't transfer, you just have to hang up and call back.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][POSITIVE] Thank you. Bye-bye.