AccountId: 011433970860
ContactId: 3b31e69f-e04e-4ebc-82de-4ce0dcf8a044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2401580 ms
Total Talk Time (AGENT): 443819 ms
Total Talk Time (CUSTOMER): 880489 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/3b31e69f-e04e-4ebc-82de-4ce0dcf8a044_20250303T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from the provider office to get the claim status. How are you?
[AGENT][POSITIVE] I'm doing good [PII] how are you doing this morning?
[CUSTOMER][POSITIVE] I'm good. I'm doing good today. Actually, I want to know about the claim status. Could you please help me with that, [PII]?
[AGENT][NEUTRAL] Yes, I can help you with claim status. [PII], can I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Our callback number is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Patient name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the date of uh and the policy policy number is 2455568.
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, the date of service for this claim is [PII] and the total charge amount is $7,861 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK. So, uh, after that, the amount is $1,778 even.
[AGENT][NEUTRAL] Thank you and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] It's HCF Florida University Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for us [PII] and I'll be right back.
[CUSTOMER][POSITIVE] Sure, sure. Take your time. No problem, sorry.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I did find the claim. The claim number is 3551551.
[AGENT][NEUTRAL] The claim was received on [PII] and processed on [PII] and the claim was denied because we need the explanation if it's from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. You require an explanation of benefits from the primary insurance, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK. Uh, so how can we send the primary insurance EOB?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, you can send it by fax if you want the fax number.
[CUSTOMER][NEUTRAL] Yeah, please go ahead with, what's the fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And just give me a second.
[CUSTOMER][NEUTRAL] You said this claim was received in [PII], right?
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And processed on [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And you require in primary insurance COB. You said the claim number was uh it's 3551551. Am I right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Once again, just take a, uh, I'm just taking a look at what uh what more information I can take, OK? Just give me a second, all right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the mailing address also?
[AGENT][NEUTRAL] Yes, sir. It's APL claims, that is [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I got it.
[CUSTOMER][NEUTRAL] Uh, I got all the information. Uh, but, uh, sorry, I do have more claims for different members. Could you please help me with that too?
[AGENT][NEUTRAL] OK, what is the next member's name?
[CUSTOMER][NEUTRAL] OK. Just give me a second. I'll provide you the next number date, OK? Just give me a second, I'll pull that account.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And I'll provide you that also, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Representative
[CUSTOMER][NEUTRAL] I'm sorry to um thank you for your patience, or sorry, but just give me a second. My system was uh running slow. So just be, yeah, just, just be on hold, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, so sorry, the new member is, uh, I'll provide you the member ID for that member, OK?
[AGENT][NEUTRAL] OK. What is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So the member's name is [PII], it's [PII]. All right, and the date of birth is
[CUSTOMER][NEUTRAL] [PII] and the member ID here is
[CUSTOMER][NEUTRAL] 024879
[CUSTOMER][NEUTRAL] 74 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] OK, can you repeat the policy number for me please, sir?
[CUSTOMER][NEUTRAL] Sure, sure. The policy number that we have here is 02487974 M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] OK, I've got it pulled up and what is the date of service?
[CUSTOMER][NEUTRAL] And the rate of service for this member is uh it's [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] The charge amount is $4,518 even.
[AGENT][NEUTRAL] $4580 even.
[CUSTOMER][NEUTRAL] 1818.
[AGENT][NEUTRAL] 18.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK thank you sir and then what is the charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] Uh, it's $1,641.96.
[AGENT][NEUTRAL] OK and then is it for the same facility?
[CUSTOMER][NEUTRAL] Uh, no, it's for the different facility. It's at CAFL Northwest Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Sure, sure, sure. Take your time, sir. No problem.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. So this one, the claim number is 3551583.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was received on.
[AGENT][NEUTRAL] Uh, received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] In the
[AGENT][NEUTRAL] The claim was to the same reason we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK. But uh you you require an pri uh uh like primary insurance career, right? We have already sent you the primary.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Primary insurance you'll be required, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yeah. So that's, uh, we have already sent you the primary EUB, uh, uh, did you uh did you receive that EOB?
[AGENT][NEUTRAL] When did you send it?
[CUSTOMER][NEUTRAL] Uh, we have send this, uh,
[CUSTOMER][NEUTRAL] 4 times, but uh we didn't get any information about that.
[AGENT][NEUTRAL] OK, we're still requesting the primary EOB I'm showing that we've not received it. Do you wanna verify the mailing address?
[CUSTOMER][NEUTRAL] We have uh
[CUSTOMER][NEUTRAL] OK. I'll provide you the fax number. Uh, the previously we have faxed on the fax number [PII].
[CUSTOMER][NEUTRAL] I think this, this, this, uh, we have send uh primary uh on this fax number.
[AGENT][NEGATIVE] OK, we still have not received it.
[CUSTOMER][NEUTRAL] OK. OK, no problem. Uh, so do we have to submit again, the primary of it?
[AGENT][POSITIVE] Yes, sir. Yes, sir, um, so that we can receive it.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] OK, sure, no problem.
[CUSTOMER][NEUTRAL] Just give me a moment. Uh, OK. Shall I provide you another, uh,
[CUSTOMER][NEUTRAL] Another and another member ID because I do have more 3 claims. So if you help me with that too, so that will be helpful for me.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes sir and how many more do you have?
[CUSTOMER][NEUTRAL] Uh, I do have 3 claims.
[AGENT][NEUTRAL] OK, and what's the next member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] Sure, I'll provide you that. Just give me a second. Uh, I'll pull that account. OK.
[CUSTOMER][NEUTRAL] Uh, and the new member.
[CUSTOMER][NEUTRAL] Name is, just give me a second.
[CUSTOMER][NEUTRAL] OK, [PII]. So the new member name is [PII].
[CUSTOMER][NEUTRAL] The address and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And what is the member's policy number?
[CUSTOMER][NEUTRAL] And the members
[CUSTOMER][NEUTRAL] Member's policy number is 02518881.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount before and after primary?
[CUSTOMER][NEUTRAL] OK. So the date of service is [PII] with the total charge amount, $360,000 360,000 and $500.
[CUSTOMER][NEUTRAL] I'm so sorry. It's $360552.92. After, uh after primary you'll be paid, uh, it's $1,625 even. Did you get it? Tango 10.
[AGENT][NEUTRAL] OK, and yes, I got it. 36.
[AGENT][NEUTRAL] $360552.92360,552.92 and then after primary is $1,625 and can you give me the um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, correct, correct. Yeah, the facility name is at CAFL Mercy Hospital.
[AGENT][NEUTRAL] The facility please.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, I'm gonna put you on hold again. I'll be right back, [PII].
[CUSTOMER][NEUTRAL] Sure, sure, sure. Take your time, sorry. You are on hold.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me. I have found the claim. The claim number is 3552133. We received the claim on [PII] and processed it on [PII] and claim was denied for the same reason we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK, we have already sent the claim for, uh, for this for the primary EOB.
[CUSTOMER][NEUTRAL] But like, uh, on the, on the fax number that we have here is
[CUSTOMER][NEUTRAL] Just give me a second. Uh yeah. So the fax number is [PII]. We have sent primary you'll be on this uh fax number. Did you receive that?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] No, we have not received it.
[CUSTOMER][NEUTRAL] The jogging
[CUSTOMER][NEUTRAL] Uh, you, you do not receive it, OK. Just give me a.
[CUSTOMER][NEUTRAL] OK, so the fax number is correct, right? We have already sent a primary EOP on your fax number.
[AGENT][POSITIVE] We have not received it and yes, it's correct.
[CUSTOMER][NEUTRAL] You need to.
[CUSTOMER][NEUTRAL] Uh, the fax number is correct or not? Did I uh that I, uh, provided you? [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][MIXED] Yes, that's correct, but we have not received it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You have not received it. OK. So how many time it will take to update in your system that we have sent primary EOB?
[AGENT][NEUTRAL] Receive it it'll update.
[CUSTOMER][NEUTRAL] Uh, OK. It will, uh, directly received and updated.
[AGENT][NEUTRAL] It'll take 24 hours after you receive it for it to process overnight.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. It will take only 24 hours, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK. So do, so do we have to uh send again to the same uh fax number, right?
[AGENT][NEUTRAL] What day did you send it the first time?
[CUSTOMER][NEUTRAL] Uh, 1st, 1st time we have sent it on [PII] and the second time we have sent on [PII].
[AGENT][NEUTRAL] OK, I'm not showing that we received it, so yes, you'll need to send it again.
[CUSTOMER][POSITIVE] OK, no problem. We can, we will send it again to the same, uh,
[CUSTOMER][NEUTRAL] Uh, sorry, to the same uh fax number, OK? I'll provide you the another uh member name and date of birth, uh, if you're ready for that, OK?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, member's name, date of birth, and policy number, sir, please.
[CUSTOMER][NEUTRAL] I get.
[CUSTOMER][NEUTRAL] Sure, sure, I'll provide you that. Just give me a second. I'll pull that account.
[CUSTOMER][NEUTRAL] It just 100.
[CUSTOMER][NEUTRAL] Oh, OK. So the, the member name is
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02514350.
[AGENT][NEUTRAL] OK, let me find this member.
[CUSTOMER][NEUTRAL] [PII] X V E after that?
[AGENT][NEUTRAL] OK and then what is the date of service the charge amount before and after primary and the name of the facility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So the date of service is [PII] and the total charge amount is $6,944.65 before primary paid and after it's $1,167.26. And the facility name is [PII].
[AGENT][NEUTRAL] OK, let me put you on a hold real quick and let me look this one up for you. I'll be right back, [PII].
[CUSTOMER][NEUTRAL] Sure, sorry. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK thank you for holding for me [PII]. I have the claim. The claim number is 3542358.
[AGENT][NEUTRAL] The claim was received on [PII] and it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied for the same reason we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] It was claim was received on [PII], right? And processed on?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Uh, we have already sent for this claim also. Uh like we have sent primary UB to your uh fax number.
[AGENT][NEGATIVE] Yes, we have not received it.
[CUSTOMER][NEUTRAL] You have not received the claim?
[CUSTOMER][NEUTRAL] Uh, sorry, primary EB, right?
[AGENT][NEUTRAL] The explanation of benefits, right.
[CUSTOMER][NEUTRAL] Yeah, yeah. Explanation of benefits. You have not received that. OK, no problem. We'll send it again to your fax number that you have provided me. It's [PII] uh that, that one, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I'll provide you another
[CUSTOMER][NEUTRAL] Another member ID member name, and date of birth, OK? Just give me a second.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So for this member, then the member name is [PII], and the date of birth is
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] With member ID 021264.
[CUSTOMER][NEUTRAL] 70, M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, let me find that policy.
[AGENT][NEUTRAL] OK, and what is the date of service and the charge amount before and after primary and the name of the facility?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The rate of service is [PII] with total charge amount 10 $1000 310 $1000.
[CUSTOMER][NEUTRAL] $101,337.67. And after primary pay, it's 100, sorry, it's $1,024.68. With facility name HCAFL Largo Hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. I'm gonna look this one up for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright, thank you for holding for me. So looking for this one data service [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] You do not file any claim on file. OK, one second. Just check one more time, the date of service. It's [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] With total charge amount for primary paid is 101337.67.
[AGENT][NEUTRAL] Correct, there is not a claim on file.
[CUSTOMER][NEUTRAL] OK, no problem. I'll provide you the, that we have we submitted. Uh, we have submitted this claim through paper on your mailing address, uh.
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Is that the correct address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And still you don't have any claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Just give me a second. I'll check one more time.
[CUSTOMER][NEUTRAL] So how, so do we have to submit again uh this claim?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. How can we submit? Do you have any payer ID?
[AGENT][NEUTRAL] Yes, sir. It's 60801.
[CUSTOMER][NEUTRAL] 60801. Uh, and the mailing address is the same as, as I provided you, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh do you have any fax number to submit claims?
[AGENT][NEUTRAL] It's the same one I it's the same one I gave you before, the [PII] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII]. OK, no problem. Uh [PII].
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] 18 you said [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So we can submit the claim on the same uh fax number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], just give me and what was the time the filing limit to submit this claim?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEGATIVE] Uh, you do not have any time to finding.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, but for this claim, we have received in correspondence, uh,
[CUSTOMER][NEUTRAL] And we do, we already have a claim number for this claim.
[CUSTOMER][NEUTRAL] And you are saying that uh you don't have any claim on file?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well let me look at the claim number and let me pull up that number let's see.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Sure. It's 350-1271.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Yes, this claim was received. The claim number is 350-1271. The claim was denied the benefit for the calendar year.
[AGENT][NEUTRAL] Was met.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The inpatient benefit for the calendar year had been met.
[CUSTOMER][NEUTRAL] Inpatient benefits for calendar easement.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So how can we resolve this claim?
[AGENT][NEUTRAL] I can advise on how you should resolve it. The calendar year benefit was met.
[CUSTOMER][NEUTRAL] OK, then the years was made, right?
[AGENT][NEUTRAL] Yes, the benefit was exhausted for the calendar year.
[CUSTOMER][POSITIVE] OK, OK. No problem.
[CUSTOMER][NEUTRAL] OK, one second. I'll check uh what, what I can do.
[CUSTOMER][NEUTRAL] So how many visits have been uh allowed to members?
[AGENT][NEUTRAL] It doesn't go by visits, it goes by dollar amount.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK, it goes by $1 amount. OK. Just give me a second for dollar amount. How many dollars, uh, how much dollars, uh,
[CUSTOMER][NEUTRAL] It is allowed
[AGENT][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] 1500.
[AGENT][NEUTRAL] Right and this is just to verify benefits it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, OK. No problem. Just give me.
[CUSTOMER][NEUTRAL] OK, sorry, just give me a second.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, can we build this, uh, the whole amount to the patient?
[AGENT][NEGATIVE] I cannot give patient responsibility.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Go go.
[CUSTOMER][NEUTRAL] OK, so the member have any other insurance?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, no problem. You just provide me the call reference number for our whole call and sorry, we are done for this call. OK?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you can use in today's date.
[CUSTOMER][NEUTRAL] Your name and today's date, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Thank you so much, sorry for all the information. Have a nice day ahead. Bye-bye.
[AGENT][POSITIVE] Bye-bye, [PII]. You have a good day too. Thanks for calling APL.