AccountId: 011433970860
ContactId: 3c5ffb8e-0436-43f1-8105-d4ba6d154fe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2376399 ms
Total Talk Time (AGENT): 369333 ms
Total Talk Time (CUSTOMER): 921746 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3c5ffb8e-0436-43f1-8105-d4ba6d154fe5_20250221T17:54_UTC.wav
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[AGENT][POSITIVE] Good morning thanks for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. How are you doing?
[AGENT][NEUTRAL] I'm fine thanks how are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. Are you comfortable?
[CUSTOMER][NEUTRAL] I have a miss.
[CUSTOMER][NEUTRAL] Miss [PII], her active policy number is 197.
[CUSTOMER][NEUTRAL] 3079
[CUSTOMER][NEUTRAL] I have verified all of her information.
[CUSTOMER][NEUTRAL] And so we have been looking at your claims.
[CUSTOMER][NEUTRAL] And she wants to make sure that she has all of her office visits.
[CUSTOMER][NEUTRAL] Claims submitted for herself and Mr. [PII], we've gone over a lot of those.
[CUSTOMER][NEUTRAL] Um, there is a claim on her policy.
[AGENT][NEUTRAL] Um, so I don't see.
[AGENT][NEUTRAL] You said that there were claims under [PII].
[CUSTOMER][NEUTRAL] She has
[CUSTOMER][NEUTRAL] Well, she has an older policy. Let me give you that policy number as well.
[CUSTOMER][NEUTRAL] It is 126.
[CUSTOMER][NEUTRAL] 2877. So we're going back to [PII] and forward. That's what we're working on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But there is a claim, um 28 under her current policy that was denied, and she does have a cancer treatment rider. So I'm hoping you might look at that and see if there's any way to
[CUSTOMER][NEUTRAL] If that should be processed and paid, or she's, that's one claim that she's we're looking at.
[CUSTOMER][NEUTRAL] And then the other claims are for her offices.
[AGENT][NEUTRAL] Of the claim number?
[CUSTOMER][NEUTRAL] It's 288.
[CUSTOMER][NEUTRAL] 5669
[AGENT][NEUTRAL] OK, uh, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm looking, just bear with me. My on base is pretty slow today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's gonna wanna go over all her office visit claims too.
[CUSTOMER][NEUTRAL] I've already been on the phone with her for 50 minutes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], I'm gonna go back to her and let her know that you're checking on it for her, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or you want me to just go ahead and transfer the call?
[AGENT][NEUTRAL] Uh, let me verify the information first and then so I'll be able to help her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she knows that you're reviewing.
[AGENT][NEUTRAL] OK, you can go ahead and transfer her over.
[CUSTOMER][POSITIVE] Alright thank you let me get her on the line.
[CUSTOMER][POSITIVE] Alright Miss [PII], I have [PII] on the line and she's going to assist you further with your claims. You have a wonderful afternoon. OK you too thank you thank you bye bye.
[AGENT][POSITIVE] Thank you for holding Miss [PII]. Yes, how can I help you today?
[CUSTOMER][NEGATIVE] Oh [PII], it's a mess.
[CUSTOMER][NEUTRAL] I was telling that other lady, I was trying to get caught up on all my um
[CUSTOMER][NEUTRAL] Well, when I keep saying well this visits my office visits because somewhere all the way I think I got behind in paying them.
[CUSTOMER][NEUTRAL] So that was one thing she and I was talking about and then um we were looking at the thing where I used to get paid for some infusions and then it stopped being paid and she said there was a.
[CUSTOMER][NEGATIVE] Something to do with my policy that it looked like I should have been getting paid, so I'm not sure and that's when she sent me over to you.
[AGENT][POSITIVE] OK, sure, so let's go and start. I get you.
[AGENT][NEUTRAL] You had a question regarding your office visits?
[CUSTOMER][NEUTRAL] Yeah, so, um, I'm, yeah, I've kind of got some of my own paperwork out, but so can you tell just by a look because I didn't know there was anything different, can you tell looking at my husband's po my plan when we started because I have things dated back even before the numbers that she gave me.
[AGENT][NEUTRAL] OK, so you, you need to to check on the first.
[CUSTOMER][NEUTRAL] She said
[AGENT][NEUTRAL] Name for your spouse?
[CUSTOMER][NEUTRAL] Yeah, she
[CUSTOMER][NEUTRAL] Me or my spouse way back in the beginning when all this started because she was saying that I found something for American Fidelity while I was waiting and I also set for APL.
[CUSTOMER][NEUTRAL] Just trying to figure out how far back I needed to go with y'all and how far.
[AGENT][NEUTRAL] OK, yeah, so.
[AGENT][NEUTRAL] OK, so I do see your policy is with us on [PII].
[CUSTOMER][NEUTRAL] So that's when you switched over to APL I'm gonna assume.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, because I do have things paid for, for, for [PII], so that was probably before APL.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'm gonna have to go back in because I got things for like 2011, 2012, 2013, 2014. All right, so that was before y'all. OK.
[CUSTOMER][NEUTRAL] So starting with you on [PII].
[CUSTOMER][NEUTRAL] I was trying to figure out like when I had visits paid for like for the whole year. And I think it was kind of difficult for her to look up because she was looking under I guess under my name, instead of like just looking at the calendar year. Does that kinda make sense?
[AGENT][NEUTRAL] You're just needing me to verify how many office visits you receive per calendar year?
[CUSTOMER][NEUTRAL] I guess, uh, yeah, I guess we're that's why I'm kind of starting because I need to know where I need to pick up.
[CUSTOMER][NEUTRAL] And file my at some point there were 5 visits. She said now there are 4 visits, so I'm gonna have to figure that out, but
[CUSTOMER][NEUTRAL] Um, yeah, I guess that's a good start. So I started with y'all. It's a weird deal because I started with y'all [PII], but she said it runs calendar year to calendar year. So for the year for the month of [PII], she said I can file that one month.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] If I had any office visits.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so do you see anything that I file for that date? I'm assuming I'm gonna have to go back and find [PII].
[AGENT][NEUTRAL] OK, so you verify it for [PII], did you follow any office visits, is that correct?
[CUSTOMER][NEUTRAL] For the one month we'll start there, yes.
[AGENT][NEUTRAL] OK, sure. Bear with me just a moment, please.
[AGENT][NEUTRAL] OK I do not see any under.
[AGENT][NEUTRAL] Um, [PII] and then let me look for you.
[CUSTOMER][NEUTRAL] I probably didn't know that that one month was active, so I'm gonna assume I probably did not, but I'm gonna, I'm in the process of trying to get all my EOBs and yearly, yearly year.
[CUSTOMER][NEUTRAL] Yearly organization and then I could probably see if I have anything for that one month.
[AGENT][NEUTRAL] And so yeah, I don't see any under as well.
[CUSTOMER][NEUTRAL] OK, and then [PII].
[AGENT][NEUTRAL] For that for um [PII].
[CUSTOMER][NEUTRAL] All right, and I have [PII] too, so I didn't know it was gonna be this complicated. So can you look under [PII]? That's my, that was my young, that was in my young son at that time.
[AGENT][NEUTRAL] Yes, I don't see any under him as well.
[CUSTOMER][NEUTRAL] OK, so I will look for the month of [PII]. So then from there on I think I understood it, it would then go from [PII] to [PII]. Is that the way that I'm understanding it?
[AGENT][NEUTRAL] Right, it would be through year.
[AGENT][NEUTRAL] through [PII].
[CUSTOMER][NEUTRAL] OK, so can we, let me look at my paperwork and see if I add a glance see [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so for the for the year of [PII], OK, looks, I think I got paid for [PII].
[CUSTOMER][NEUTRAL] I don't guess at a glance that's easy for you just to look. I wish it.
[AGENT][NEUTRAL] OK, so I can take a look at that and bear with me just a moment.
[CUSTOMER][NEUTRAL] Yeah, I guess this is the best way for me to do it and I
[AGENT][NEUTRAL] So yeah, you did max out for that physician benefit in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so you can see it that way. All right, so we got [PII] taken care of. OK. So going from [PII].
[AGENT][NEUTRAL] Yes, you also maxed out for it for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Alright, and we're gonna, we're gonna just do the same thing I'll wait till we get to um up to the present time is that OK?
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, for 20 you did it.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So for the whole month, for the year of [PII], I'm all called up.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I think she said there was no claim that 25.
[AGENT][NEUTRAL] And look for [PII] you did get.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] You did get a benefit of $75 so you have $45 left for [PII].
[CUSTOMER][NEUTRAL] You kind of work out there, so I got $75 so I need to claim, would you say 1 more for that year or 2 more?
[AGENT][NEUTRAL] Uh, well, you have $45 left because it maxes out at a 10.
[AGENT][NEUTRAL] per calendar year family.
[CUSTOMER][NEGATIVE] OK, I hate to.
[CUSTOMER][NEGATIVE] I hate to do this but you keep breaking out on that one sentence. I can't hear you at all.
[AGENT][NEUTRAL] OK, so yes, you have $45.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] So why is it OK, and I, I'm hearing you say I have $45. It sounds like you're underwater we talk.
[AGENT][NEUTRAL] Oh, I apologize.
[CUSTOMER][NEUTRAL] Sorry, so why do I, why is it an odd number?
[AGENT][NEUTRAL] I'm sorry, you have 2 minutes left.
[AGENT][NEUTRAL] No, I'm, I'm, I apologize, it's actually $50 so you have two office visits left for [PII].
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEUTRAL] Alright, so two visits left for [PII]. OK, that makes more sense than $45. OK, alright then for [PII].
[AGENT][NEUTRAL] OK, give me just a moment as a separate policy. Give me just a second.
[CUSTOMER][NEUTRAL] OK. Are you on a headset?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I think that's what keeps breaking up like every other word is going in and out.
[AGENT][NEUTRAL] I apologize, uh.
[AGENT][NEUTRAL] Can you hear me a little better now?
[CUSTOMER][NEUTRAL] Yeah, yeah, I, I'll find it, yeah, when you talk I'll be able to tell.
[AGENT][NEUTRAL] OK, so for [PII], you still have benefits.
[AGENT][NEUTRAL] Um, for the office visits.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEGATIVE] It doesn't look like any work.
[AGENT][NEUTRAL] 21
[CUSTOMER][NEUTRAL] So I have not done any for 21.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, so I need to file. OK, so I need to file 2 for [PII]. I need to file what is it now? 4 for 4 starting in [PII]?
[AGENT][NEUTRAL] Uh, bear with me just
[CUSTOMER][NEGATIVE] And yes you're still fading so if I just ask you to repeat that's because I'm not getting all the the whole thing.
[AGENT][NEUTRAL] OK, so yes ma'am, you get a total of 4 visits per calendar year.
[CUSTOMER][NEUTRAL] For, and that's for [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, so I need to file 4 for [PII], OK.
[CUSTOMER][NEUTRAL] Alright, so can you look at [PII] and see if I filed anything?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you're looking for all of us there, like [PII], [PII], and [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so it's 4 visits per person per calendar year.
[AGENT][NEUTRAL] So and I think the max.
[CUSTOMER][NEUTRAL] Per person?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So for the whole year uh for the whole.
[AGENT][NEUTRAL] And a total of 8 visits combined.
[CUSTOMER][NEUTRAL] OK and when did that start?
[AGENT][NEUTRAL] That started [PII].
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEGATIVE] The [PII]. 0 God, I hate that it gets me confused. All right, so.
[CUSTOMER][NEUTRAL] [PII], which would be for the year [PII], I'm assuming I get 8 starting in [PII].
[AGENT][NEUTRAL] Yes, [PII] it you get a total of eight combined per calendar year.
[CUSTOMER][NEUTRAL] OK, well, here's what, OK, but, but prior to that I only got, I only got 5 for the whole year period just for the whole family.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, so starting [PII].
[CUSTOMER][NEUTRAL] We get 8. Well, I had a kid then, so we would have got 12.
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] I said, so at one time I had a young child, so if he was still under the age of what was it? [PII], then I would have got [PII], so 444.
[AGENT][NEUTRAL] Oh no, ma'am, it's a total of 8.
[AGENT][NEUTRAL] Visit per calendar year for all persons combined for the policy.
[CUSTOMER][NEUTRAL] OK, and that starts [PII], so we went from 5 to 8.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so for [PII] I need to file 8.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, so for [PII].
[CUSTOMER][NEUTRAL] Mm mm mm mm
[AGENT][NEUTRAL] There were 0 for [PII] so you can file 8.
[CUSTOMER][NEUTRAL] And pile 8. OK, so for [PII], I'm gonna guess that's probably 8.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then for [PII], cause I know I've not done it. It's kind of like I got behind during COVID. I need to do 8 and then for starting now, I can do 8. OK. Because I thought I had a folder over here that says I did get 5 office visits for [PII] and [PII]. So I need to look at that, but you're saying I did not.
[AGENT][NEUTRAL] For [PII] we don't have any office visits filed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll start back. So start in [PII] from [PII].
[CUSTOMER][NEUTRAL] So that's where it's gonna get picky so from [PII].
[CUSTOMER][NEUTRAL] To [PII] I got 5 visits.
[CUSTOMER][NEUTRAL] But starting on [PII], it went to eight visits.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So for that one month.
[CUSTOMER][NEUTRAL] I don't know where that one month is gonna fall, but I'm just gonna do it by calendar you keep it simple, I guess.
[CUSTOMER][NEUTRAL] Because I don't know how you're gonna put [PII]. Are you gonna do it with the prior year or are you gonna do with the next year?
[AGENT][NEUTRAL] The, the [PII] will be for the, the calendar year from [PII]. When your new policy came into effect, it came into effect [PII].
[CUSTOMER][NEUTRAL] OK, but so is my calendar year gonna fall [PII] to [PII] or is it January to December?
[AGENT][NEUTRAL] No, the calendar year will will fall from January through December.
[CUSTOMER][NEUTRAL] OK. Well you see how that gets me?
[AGENT][NEUTRAL] Your policy just changed December.
[CUSTOMER][NEUTRAL] OK, change for December, but if I file, let's say I file stuff on December.
[CUSTOMER][NEUTRAL] [PII], you're still into the calendar year from that that year.
[CUSTOMER][NEUTRAL] That's prior for the, you know what I'm saying?
[AGENT][NEUTRAL] Right, and that previous the previous claim you only had 5, so then starting on [PII] you would get 3 more visits starting in December.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I had put that on to get 2 more visits, but you're actually saying I need 3 more visits.
[AGENT][NEUTRAL] Right, for a total of 8 for the each member's combined under your policy.
[AGENT][NEUTRAL] It's only, and it's only 4 visits per person.
[CUSTOMER][NEUTRAL] OK, uh, so I'm trying to think on [PII], [PII] it went to 5, so I get extra for that one month only if the visits fell into that one month.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm gonna try to get that in my brain because that's confusing the crap about me. OK, so I've got all this. I've got homework to do. Alright, so the next thing, which was the big thing is at some point on my policies, I got an out of patient benefit to do chemotherapy.
[CUSTOMER][NEUTRAL] If you can see that was like um let me try to flip it over here where she was telling me like in December I'm gonna just pick a date [PII].
[CUSTOMER][NEUTRAL] I got $200.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And like [PII] I got 2 I got $200. [PII] I got $200.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I think I might have to file a claim for early [PII], but at some point I was getting $200 for an outpatient, outpatient procedure. And then then at some point the next time I filed, they said I didn't have that benefit anymore.
[AGENT][NEUTRAL] OK, and you said that this was, do you have a a claim number or or a data service you're referring to?
[CUSTOMER][NEUTRAL] Oh [PII], um.
[CUSTOMER][NEUTRAL] Well, I know I filed something for, just because this is what I just happen to have in front of me. I filed something for [PII].
[AGENT][NEUTRAL] OK, let me take a look here. You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see, I don't see that date of service in our.
[AGENT][NEUTRAL] In our system.
[CUSTOMER][NEUTRAL] OK, well, if we, if I didn't file that one check, um.
[CUSTOMER][NEUTRAL] Uh, hang on, I found the piece of paper one time that said, OK, so how about this date [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, yes, I do see that that was received on [PII].
[AGENT][NEUTRAL] And it looks like it was denied as we did not have a diagnosis code, um, a, a cancer diagnosis code because uh for the cancer treatment, it will only be covered if it was due to cancer. So that's what we were needing for that claim.
[CUSTOMER][NEUTRAL] OK. Well, I don't, I, I don't have cancer. I have multiple sclerosis. So you're saying that's not gonna pay for that visit?
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] Right, so, yeah, under your policy does verify there will be for the treatment of cancer at a cancer treatment facility.
[CUSTOMER][NEUTRAL] OK, so I guess at some point it must have covered it because I got paid for it like way back.
[AGENT][NEUTRAL] Um, do you have a, a date of service or a claim number that I can reference?
[CUSTOMER][NEUTRAL] Um, you can look at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, that was, so the, the policy was different that was under a different policy, so it was a different benefit. It was not paid under a cancer treatment benefit.
[CUSTOMER][NEUTRAL] OK, so it was different. So when you, when I filed a claim, how, uh, because I, so back then I got paid for [PII]. I got paid for [PII].
[CUSTOMER][NEUTRAL] I got paid for [PII]. What was the spread out? Because I think I probably should have been able to file something for the beginning of [PII]. So how far apart did those claims need to be?
[CUSTOMER][NEUTRAL] To get paid for the outpatient.
[AGENT][NEUTRAL] Uh, yes, so it would need to be separated by a period of 90 consecutive days if it was for the same or related condition.
[CUSTOMER][NEUTRAL] OK, 90 days. So maybe that's why I didn't get paid for the early part of [PII] because I got paid for the end of 20 because I got paid for the end of December or in the beginning of December.
[CUSTOMER][NEUTRAL] That might be why they get paid, OK.
[CUSTOMER][NEUTRAL] 90 days. Alright, I'll look at that. So what do we know what what year that stock was, uh, stopped paying that was that [PII]?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, so [PII] it stopped paying for the IDs.
[CUSTOMER][NEUTRAL] OK, so I was just gonna say if I have anything in [PII] that was within that 90 day period, I might need to catch up on it for that one year.
[AGENT][NEUTRAL] Uh, it looks like there was a benefit paid in [PII].
[CUSTOMER][NEUTRAL] Yeah, um, but I was saying between January, between [PII], between [PII] until [PII], somewhere in the middle of that, I may have had another infusion. So at that time, I could send that to y'all and we could get that called up.
[AGENT][NEUTRAL] Uh yes, we, we can review that as long as it's within, you know, that time period of that 90 days.
[CUSTOMER][NEUTRAL] OK, I'll look back and see what I got. I've got so much stuff to do in this paperwork and stuff. OK, I will try to figure that out. All right, so I think that settled it because I knew at one time I didn't get paid for something and I couldn't figure out why.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Well, I think that helps me out a little bit. So she was telling me now, so back in the beginning, when I filed all this, all I had to do was send in EOB and it got paid. Then the last couple that I did, I had to put, I had to add a number like my husband would call the doctor and they gave him a diagnostic, diagnostic code and we wrote that on something and y'all paid for that. Now she's saying I gotta take a third step. So y'all want something like, I've got to call.
[CUSTOMER][NEUTRAL] The billing department or whoever and actually get them to print out a form that has the diagnostic code on it.
[AGENT][NEUTRAL] Yes, ma'am. Normally, we would need documentation from the, your provider that confirms, you know, the itemized bill with the diagnosis code.
[CUSTOMER][NEUTRAL] OK. And then she said, sometimes when they print out, like if you leave your doctor's office and they're like, hey, do you want to print out this today's visit? If there's on that while you were seeing, you would even accept that even if it didn't have a code on it.
[AGENT][NEUTRAL] Uh, we, we can certainly review it and if for some re[PII] we need any additional information, then the adjuster will be sure to reach out to you.
[CUSTOMER][NEUTRAL] OK, because I, I mean it would be simple to say yes, I need that paper then I could attach it to the EOB and then if I send it and y'all want something else, but at this point then going forward.
[CUSTOMER][NEUTRAL] I'll do it that way and then if you need a code, then we'll figure out how to call the billing department because, you know, doctors don't do that anymore. They don't really bill. They send it to like Nova, sends it to a billing department. And that's a whole different place from the doctor's office. So I just have to work it out. Alright, well, I'm gonna get started trying to get this up to date.
[CUSTOMER][NEUTRAL] I think I've under and then prior to that [PII] though I was not with y'all. I was with the previous company and they're still in business as far as you know that American Fidelity.
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, I'll look theirs up because I think at some point I didn't even know I had that benefit. OK, I'll call them and I asked that lady prior to you this scenario, let's say my husband were to quit his job tomorrow. If I'm trying to catch up on all these claims as long as that policy was active for the claims that I'm trying to get caught up on, you'll still pay them.
[AGENT][NEUTRAL] Yes, we want to review them for benefits.
[CUSTOMER][NEUTRAL] OK, even though he would be off of it tomorrow as long as I had it for that date we were.
[CUSTOMER][POSITIVE] We were paid for and called up and it's something eligible, I would be reimbursed.
[AGENT][NEUTRAL] Yes, we would be able to review all claims during their active period.
[CUSTOMER][NEUTRAL] Active period. OK. All righty. Well, I got a lot of homework here to do. I think during COVID, somehow I got lost in all this and then I'm just now coming up finding my paperwork and I'm like, oh my gosh, I'm so far behind. OK. Well, that's all I needed. I will start getting to work here. If I have any more questions, I just can call in and I'll ask at that time.
[AGENT][POSITIVE] Uh yes, ma'am, uh, Miss [PII], was there anything else I could do to help you today?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Sure, thanks for calling AP. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK, you too. Alright bye bye.
[AGENT][NEUTRAL] Bye bye.