AccountId: 011433970860
ContactId: 48f01e83-c8c1-43fe-8bc8-b9574a706461
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1921339 ms
Total Talk Time (AGENT): 482056 ms
Total Talk Time (CUSTOMER): 778561 ms
Interruptions: 19
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/48f01e83-c8c1-43fe-8bc8-b9574a706461_20250128T16:49_UTC.wav
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[CUSTOMER][NEUTRAL] Available representative.
[AGENT][POSITIVE] Hi, thank you.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, fine.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from doctor's office. I'm calling on the status of a claim.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with claim status today. And do you mind if I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] The spelling of your name please?
[CUSTOMER][NEUTRAL] Yeah, my name is spelled as [PII]
[AGENT][POSITIVE] Thank you, [PII] and what is a good call back number I can get for you?
[CUSTOMER][NEUTRAL] I can get for you. Yeah, my direct telephone number is [PII].
[AGENT][POSITIVE] Wonderful and then the member's policy number we wanna look at?
[CUSTOMER][NEUTRAL] Can you repeat your name?
[CUSTOMER][NEUTRAL] Number if you wanna look that.
[CUSTOMER][NEUTRAL] OK. The policy number is 1275591.
[AGENT][POSITIVE] Perfect and then were you about to ask me a question and I interrupted you, sir?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah, I asked your name.
[AGENT][NEUTRAL] It's [PII], first initial, last name, [PII].
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] And would you be able to verify your member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, special name is, uh,
[CUSTOMER][NEUTRAL] [PII] birthday is [PII].
[AGENT][POSITIVE] Wonderful thank you so much let me get everything pulled up to find a claim for you.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] So to find a claim for you. Mhm.
[AGENT][NEUTRAL] Are we going to.
[CUSTOMER][NEUTRAL] Try to.
[AGENT][NEUTRAL] Search by the data service or did you have a claim number you wanted to look at in particular?
[CUSTOMER][NEUTRAL] Look at in particular.
[CUSTOMER][NEUTRAL] Yeah, I want to search by the data service.
[AGENT][POSITIVE] Perfect and whenever you are ready.
[CUSTOMER][NEUTRAL] Whenever you are ready.
[CUSTOMER][NEUTRAL] Yes, service date is [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Build amount on the claim is. Perfect.
[CUSTOMER][NEUTRAL] $179 even.
[AGENT][POSITIVE] Awesome, give me one moment to find that for you.
[CUSTOMER][NEUTRAL] to find that for you.
[AGENT][NEUTRAL] And the name of the facility on file for that claim?
[CUSTOMER][NEUTRAL] be on file for that claim.
[CUSTOMER][NEUTRAL] Yeah, sure, it's MLC physicians.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] I do see that here. Hang tight.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That here.
[AGENT][NEUTRAL] All right, I see that we
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, I uh.
[AGENT][NEUTRAL] Received your claim on [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] 2024. Mhm.
[AGENT][NEUTRAL] It looks like we processed the claim on [PII].
[CUSTOMER][NEUTRAL] 2 2024. OK.
[AGENT][NEUTRAL] And I have the claim number listed as 3461105.
[CUSTOMER][NEUTRAL] Number listed as 346.
[CUSTOMER][NEUTRAL] 105.
[AGENT][NEUTRAL] And I show that claim was denied, but the reason stating is please provide a copy of your explanation of benefits from your primary insurance carrier.
[CUSTOMER][NEUTRAL] And I feel that snacks the reason.
[CUSTOMER][NEUTRAL] Provide a your explanation of benefits from your primary insurance carrier.
[CUSTOMER][NEUTRAL] Like for primary you'll be.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did you provide me the did you provide the claim number as 3461105?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Actually, we have submitted the claim to uh primary insurance and we resubmitted uh this claim to your office. Can you verify, have you received any claim after this final date?
[AGENT][NEUTRAL] OK, yeah, let me take a look at that real quick for you.
[CUSTOMER][NEUTRAL] No for you. OK.
[AGENT][NEUTRAL] And what was that total bill amount after primary?
[CUSTOMER][NEUTRAL] Um, after primary.
[CUSTOMER][NEUTRAL] Um, after buying buying it is $40 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it would be listed under the same thing, right? MS MUSC physicians?
[CUSTOMER][NEUTRAL] Same thing right now you have the physician. Yes.
[AGENT][NEGATIVE] Unfortunately I'm not showing that we have received that EOB.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] MAC com visions, do you see that one?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] No, I do see it like in.
[CUSTOMER][NEUTRAL] Did you see like in.
[AGENT][NEUTRAL] MUSC Health Columbia, but it has a different charge on it than $40 even.
[CUSTOMER][NEUTRAL] a different card
[CUSTOMER][NEUTRAL] And $40 even. Mhm.
[CUSTOMER][NEUTRAL] OK. You haven't received the claim.
[AGENT][POSITIVE] All you, you don't even have to resubmit that claim form if you just send us the EOB we'll be able to reprocess the claim.
[CUSTOMER][NEUTRAL] So we won't be able to reprocess the claim. Oh sure.
[CUSTOMER][NEUTRAL] Uh, what is the? Do you have fax number?
[AGENT][NEUTRAL] Yeah, our fax number is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention to.
[AGENT][NEUTRAL] Um, you can just make it attention to claims and you might just toss in a note there or write it even on the EOB, um, that it's going to the claim number 3461105, but they'll know what to do.
[CUSTOMER][NEUTRAL] Um, make it a
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um, then it's going to the phone number [PII], but they'll know what to do.
[CUSTOMER][NEUTRAL] Is it a secure fax?
[AGENT][POSITIVE] Yes, our fax is secured.
[CUSTOMER][POSITIVE] Yes, our fax is secure.
[CUSTOMER][NEUTRAL] OK, we'll go ahead and submit uh this primary you'll be to your office, um.
[CUSTOMER][NEUTRAL] When you're ready, I'm on with uh another patient claim.
[AGENT][POSITIVE] Yeah, you have another one you wanna look at? Give me just a moment to finalize this note and I can move on to that next one with you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You have another one you wanna look? Yeah, how much the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and I'm ready for that next policy number?
[CUSTOMER][NEUTRAL] All right, and I get that policy number?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] His next policy ID number is 023893887.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, and if you could verify this insured's first and last name?
[CUSTOMER][NEUTRAL] first and last name.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, patient name is uh [PII].
[CUSTOMER][NEUTRAL] Um, but it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it is [PII].
[AGENT][POSITIVE] Perfect and I do see [PII] right here.
[AGENT][NEUTRAL] Um, same thing we wanna search by date of service for him.
[CUSTOMER][NEUTRAL] [PII] right here
[CUSTOMER][POSITIVE] Um, service for him yeah.
[AGENT][POSITIVE] Perfect and that data service, sir?
[CUSTOMER][POSITIVE] Perfect. Can I be a payment there?
[CUSTOMER][NEUTRAL] Just um
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, the service date is number 2 of 2024. The amount on the claim is $191 even.
[AGENT][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] So I'm not showing anything you said [PII], correct? [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] I'm sorry, my misunderstanding.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And the name on.
[CUSTOMER][NEUTRAL] The name on.
[AGENT][NEUTRAL] The facility for this one?
[CUSTOMER][NEUTRAL] So you said that one.
[CUSTOMER][NEUTRAL] Yeah, same name MUSC physicians or MSC community physician added to name.
[AGENT][NEUTRAL] So I'm also not showing that that facility claim on file. I the claim I was able to find is for a different facility name.
[CUSTOMER][NEUTRAL] Same on file.
[CUSTOMER][NEUTRAL] to find it for a different facility name. OK.
[CUSTOMER][NEUTRAL] Yes, not the same amount.
[AGENT][NEUTRAL] No, it does not appear to be, um, but I am pulling up the full claim just in case.
[CUSTOMER][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] just in case.
[AGENT][NEUTRAL] But I'm not showing it yet.
[CUSTOMER][NEUTRAL] So the bill amount is $191.
[AGENT][NEUTRAL] And the amount after
[CUSTOMER][NEUTRAL] You don't have a claim on file. Was this patient policy active for this service? after.
[AGENT][NEUTRAL] The amount after primary?
[CUSTOMER][NEUTRAL] After primary? $30 even.
[AGENT][NEUTRAL] OK, yes, this is a different bill amount for sure then.
[CUSTOMER][NEUTRAL] Just fill them out for them.
[CUSTOMER][NEUTRAL] What is the policy effective date for this patient?
[AGENT][NEUTRAL] Yes, policy has been effective since [PII], and they are current and active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And they are current and active.
[CUSTOMER][NEUTRAL] [PII] and the policy is still active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, we have submitted this claim, uh, through mail to [PII]. Is this the correct address?
[AGENT][NEUTRAL] Yes, that is the correct address. Do you know when you sent it, sir?
[CUSTOMER][NEUTRAL] Do you know when you sent it there?
[CUSTOMER][NEUTRAL] Yeah, sure. One moment.
[CUSTOMER][NEUTRAL] Yeah, we submitted on [PII].
[AGENT][NEUTRAL] OK. Yeah, I am so sorry. I definitely have a claim on file, but it just has a different bill amount on it, um.
[CUSTOMER][POSITIVE] Yeah, I am so sorry. I definitely have a.
[CUSTOMER][NEUTRAL] It's a different sales amount.
[CUSTOMER][NEUTRAL] Yeah, do you have electronic pay ID?
[AGENT][NEUTRAL] Yes, our electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] 0801.
[CUSTOMER][NEUTRAL] What is the time frame to submit a claim?
[AGENT][NEUTRAL] We don't have a timely filing. You're welcome to submit at any time.
[CUSTOMER][NEUTRAL] But at any time.
[CUSTOMER][NEUTRAL] There is no time frame to submit a claim?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is your name and the date is call reference number?
[AGENT][POSITIVE] Correct, yes sir.
[CUSTOMER][POSITIVE] Correct, yes, sir.
[CUSTOMER][NEUTRAL] I'm with an ex-patient claim and AR.
[AGENT][POSITIVE] OK, perfect. Give me one second to get this note in.
[CUSTOMER][NEUTRAL] I can put your personal note in it.
[AGENT][POSITIVE] Alright, and I'm ready.
[CUSTOMER][POSITIVE] All right, and I'm ready.
[CUSTOMER][NEUTRAL] This next patient ID is 02498570.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, and could you verify the first and last name and date of birth for me please?
[CUSTOMER][NEUTRAL] Last name and date of birth for me please.
[CUSTOMER][NEUTRAL] Yes patient name is uh.
[CUSTOMER][NEUTRAL] [PII], but it is [PII].
[AGENT][NEUTRAL] Alrighty, and the date of service for him?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The data service for him?
[CUSTOMER][NEUTRAL] Yes, service date is [PII].
[CUSTOMER][NEUTRAL] Built amount on this claim as.
[CUSTOMER][NEUTRAL] $76 even.
[AGENT][NEUTRAL] Give me one moment. I'm looking on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] What did you say that build amount was, sir?
[CUSTOMER][NEUTRAL] This bill amount is $776 even.
[AGENT][NEUTRAL] And was that before or after primary?
[CUSTOMER][NEUTRAL] After primary and uh
[CUSTOMER][NEUTRAL] It's $28.40.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Alright, I'm I'm so sorry this one's not on file either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the policy today for this number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is the policy still active?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, for the same patient, I have another service date, um.
[CUSTOMER][NEUTRAL] Just month [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Uh, there's a
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Uh, the service date is [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII] that amount is $315 even.
[AGENT][NEUTRAL] OK, let me check out.
[AGENT][NEUTRAL] All right, so
[CUSTOMER][NEUTRAL] All right, so. OK.
[AGENT][NEUTRAL] I need, I'm so sorry. I should, I should just write it down every time you say it. Um, can I have the total charge and the post, uh, primary charge one more time?
[CUSTOMER][POSITIVE] I found time to say it.
[CUSTOMER][NEUTRAL] I have the total primary charge one more time.
[CUSTOMER][NEUTRAL] Uh, the bill amount is $315 after primary, uh, the balance is $198.78.
[AGENT][NEUTRAL] 78 cents, OK.
[AGENT][NEUTRAL] I have just one claim it could possibly be just let me open it up and check into that for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I can check into that for you. OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Alright, unfortunately this one is not on file either. These have different charged amounts.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Have different price for that. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can, I want to reverify your name. Your name is spelled as [PII], right?
[AGENT][NEUTRAL] Correct, yes sir. Last initial is [PII].
[CUSTOMER][NEUTRAL] Correct, yes sir. Uh, initials [PII].
[CUSTOMER][NEUTRAL] Uh, I have one more patient with a total of 5 claims for the same member. So I'm on the next patient.
[AGENT][POSITIVE] Yeah, let me get ready and we can absolutely move on to the next one.
[CUSTOMER][NEUTRAL] Move on to the next one. Yeah.
[AGENT][NEUTRAL] Alright, and what's that next policy number?
[CUSTOMER][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] His next policy number is 023893887.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I mean
[AGENT][POSITIVE] Wonderful and your member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First and last name and date of birth?
[CUSTOMER][NEUTRAL] Especially Ms [PII].
[CUSTOMER][NEUTRAL] Birth date is uh [PII].
[AGENT][NEUTRAL] Alright, and I see him here. So on [PII] you said we had 5 we want to look at is that correct?
[CUSTOMER][NEUTRAL] I yeah, so.
[CUSTOMER][NEUTRAL] OK, is that correct? Fi service date for this patient.
[AGENT][POSITIVE] Perfect. If you don't mind, I'll take um all the service states totals and a total build amounts and then post primary build amounts and then I'll just start giving them back to you one on one. Is that OK?
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11 is that? Sure.
[CUSTOMER][NEUTRAL] The first service date is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Total bill amount is $56 even.
[CUSTOMER][NEUTRAL] After primary the charge is $39.45.
[AGENT][POSITIVE] Wonderful and that next date?
[CUSTOMER][NEUTRAL] On the next uh services.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Your friend?
[CUSTOMER][NEUTRAL] The next service it is uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Next service date is [PII].
[CUSTOMER][NEUTRAL] Bill amount is $191 even.
[CUSTOMER][NEGATIVE] And after primary, the leftover is $30 even.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next service it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The amount is $191 even.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And leftover after medi uh primary insurance is $60 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you repeat the date?
[AGENT][NEUTRAL] So far I have [PII] total bill amount $56 actual after primary.
[CUSTOMER][NEGATIVE] No, no, no, no, not for this one.
[CUSTOMER][NEUTRAL] For this one alone, the last one which I provided.
[AGENT][NEUTRAL] Oh, for the last one? I'm sorry.
[AGENT][NEUTRAL] I have [PII] for a 191 total bill amount after primary 60.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Yeah, because uh it's not uh.
[CUSTOMER][NEUTRAL] Uh, sometimes there is maybe a listening issue or the technical issue. Uh, we should not miss out the service date properly. OK. The next service date I'll go with it is
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Next service date is [PII].
[CUSTOMER][NEUTRAL] Bill amount is $277 even.
[CUSTOMER][NEUTRAL] And uh after primary, it is $30.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. So [PII]?
[CUSTOMER][NEUTRAL] And uh the last one is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] The last one is [PII]. bill amount is $158 even.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Left over after primary insurance is $30 even.
[AGENT][POSITIVE] Perfect. Alright, and I'm gonna start looking into those for you.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] These of those for you. Mhm.
[CUSTOMER][NEUTRAL] I was researching this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right, so for the service date [PII].
[CUSTOMER][NEUTRAL] All right, um, for.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Both for the one with the total bill amount of $56 and the one for the total bill amount of $191. I do not have either of those on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All the.
[CUSTOMER][NEUTRAL] $191. I do not have one of those on file.
[CUSTOMER][NEUTRAL] Uh, go by one by one, you're talking about the first two claims.
[AGENT][NEUTRAL] The first two, yep, um, [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah, because I give in the order it was uh same price if you give me uh it'll be easy for me.
[AGENT][NEUTRAL] OK, yeah, so, uh, #1 and #2.
[CUSTOMER][NEUTRAL] OK even in the same model. The number 2. I don't have those on file. OK.
[AGENT][NEUTRAL] I don't have those on file.
[CUSTOMER][NEUTRAL] What is the policy date for this number?
[AGENT][NEUTRAL] Um, for this member we're looking at an effective date of [PII], and we are current and active.
[CUSTOMER][NEUTRAL] Just see um
[CUSTOMER][NEUTRAL] you're current and active.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] Correct, yes sir.
[CUSTOMER][POSITIVE] Correct, yes sir.
[AGENT][NEUTRAL] The 3rd place.
[CUSTOMER][NEUTRAL] OK, 12, uh, no claim up now, OK.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] 1 and 2, there is no claim on file. OK.
[AGENT][NEUTRAL] Correct, the third one I had [PII] as a service date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] For the service date.
[AGENT][NEUTRAL] And I do not have a claim on file for that date of service either.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do not have a on file for that data service either.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yep and I'm looking into the next one now.
[CUSTOMER][NEUTRAL] I'm looking into the next one now. Sure.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] She.
[AGENT][NEUTRAL] Alright, the one for [PII], that fourth one. I do not have a claim on file for that one.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] And I'm checking your last one now.
[CUSTOMER][NEUTRAL] I'm checking your last one now. OK.
[AGENT][NEUTRAL] Alright, that last date of service I show was [PII], and again I do not have a claim on file.
[CUSTOMER][NEUTRAL] Alright, that last bit of service I show was off for [PII].
[CUSTOMER][NEUTRAL] Yeah again I have a on file.
[CUSTOMER][NEUTRAL] You don't have a claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, that's all the information I'm looking for today. Thank you. You've done a great job for me. Thank you. Have a nice day.
[AGENT][POSITIVE] Hey my pleasure thank you for calling APL. I hope you will have such a wonderful day yourself.
[CUSTOMER][POSITIVE] It's my pleasure. Thank you for.
[CUSTOMER][POSITIVE] That's a wonderful day as well. Yeah, bye now.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] About one moment. Are you there? Sorry.
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] Area, I'm sorry.
[AGENT][POSITIVE] Yeah, how can I help
[CUSTOMER][POSITIVE] I just found the last station. I'm sorry for that.
[AGENT][NEUTRAL] There is one more patient you're saying?
[CUSTOMER][NEUTRAL] OK. It's a totally different patient?
[AGENT][POSITIVE] Yeah, I can help you with that. Give me just one second to finish putting in this note on the dates I checked here, and I can help you with the next one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] My father.
[CUSTOMER][NEUTRAL] Yeah, that's.
[CUSTOMER][NEUTRAL] like.
[AGENT][NEUTRAL] Alright, [PII], I can move on to another member for you if you want to give me that policy number.
[CUSTOMER][NEUTRAL] Alright, give me that policy number? Yeah, policy number is 023.
[CUSTOMER][NEUTRAL] 893-887.
[AGENT][POSITIVE] All right, let me get that pulled up for you.
[CUSTOMER][NEUTRAL] If that pulls up for you.
[AGENT][NEUTRAL] OK, so it looks like the same policy is it on a different number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is it on a different number?
[CUSTOMER][NEUTRAL] Yeah, different patient.
[AGENT][NEUTRAL] Alright and the name?
[CUSTOMER][NEUTRAL] All right, and the name? The patient name is uh [PII].
[CUSTOMER][NEUTRAL] Birth date is [PII].
[AGENT][NEUTRAL] OK, and what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] service for [PII]. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The amount is $151 even. After the primary insurance leftover is $30 even.
[AGENT][POSITIVE] Perfect, give me just a moment.
[CUSTOMER][NEUTRAL] Give me just a moment. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Likewise for MUHC physicians.
[CUSTOMER][NEUTRAL] Like one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so I'm not showing a physician's claim on file for this one either.
[CUSTOMER][NEUTRAL] on file for this one there.
[CUSTOMER][NEUTRAL] OK. What is the policy date for this number?
[AGENT][NEUTRAL] Um, 901-2023.
[CUSTOMER][NEUTRAL] 901-2023.
[CUSTOMER][NEUTRAL] 09 or 10. See, is, is it the patient belongs to the same family member, family group?
[AGENT][NEUTRAL] Yeah, it does. Mhm.
[CUSTOMER][NEUTRAL] What's gonna OK.
[CUSTOMER][POSITIVE] It's OK. OK, uh, [PII], thank you. Have a nice day. Bye now.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you, [PII]. You take care.
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] Bye bye.