AccountId: 011433970860
ContactId: 4971ea3d-6e3d-46b6-ae1f-fe3c8e82f8db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3033689 ms
Total Talk Time (AGENT): 809225 ms
Total Talk Time (CUSTOMER): 849723 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4971ea3d-6e3d-46b6-ae1f-fe3c8e82f8db_20250310T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from providers billing office. How are you doing today?
[AGENT][NEUTRAL] I'm good. You said [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the last initial [PII].
[AGENT][NEUTRAL] Oh, OK, [PII]. Oh, thank you. And you said that you're checking for claim status?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And OK, I can help you with that information. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, sir, before I proceed with that, uh, these calls are being recorded for trial and training purposes. Is this OK for you to be recorded?
[AGENT][NEUTRAL] Mhm, that's fine.
[CUSTOMER][POSITIVE] Thank you so much. Uh, yes, my callback number is [PII]. It's a direct line, no extension needed.
[AGENT][NEUTRAL] OK. And policy number.
[CUSTOMER][NEUTRAL] Uh yes, uh, the policy number starts with 02549503.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Yes, take your time.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, the member's first name is [PII] and the last name is [PII]. With the date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the date of service of the claim?
[CUSTOMER][NEUTRAL] Yes, uh, the date of service is [PII] with the bill amount $241 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh yes, by that time, can I have your name, please?
[AGENT][NEUTRAL] It's [PII], last name is [PII].
[AGENT][NEUTRAL] And I am not showing date of service [PII] on file for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do not show that claim has been received in our office.
[AGENT][NEUTRAL] Oh, I'm sorry. There it is. I see it.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I overlooked it. Sorry about that.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And it's for an office visit?
[AGENT][NEUTRAL] Is it for an office visit?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEGATIVE] OK, so I show that we received it [PII] processed on [PII], and um no payment was made, office visits are not covered under this policy, the patient's policy.
[CUSTOMER][POSITIVE] Yes, thank you so much for that. Uh.
[CUSTOMER][NEUTRAL] Yes, please give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Is it the patient's responsibility?
[AGENT][NEUTRAL] We do not determine patients responsibility. We can just give you the status of the claim for their policy.
[AGENT][NEGATIVE] Which is not covered.
[CUSTOMER][NEUTRAL] Oh, OK, thank you so much for that. Uh, as I saw, I see there is no response from the payer. Can I have the withdrawal fax number, please?
[AGENT][NEUTRAL] It was actually mailed on the [PII] to the address on the claim and now available to download online. I can assist you with creating an account and downloading that explanation of benefits if you would like, since it's already been mailed.
[CUSTOMER][POSITIVE] Oh good
[CUSTOMER][NEUTRAL] OK, can you please take me through the portal?
[AGENT][NEUTRAL] Portal. Uh-huh. So, it is secured, [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII]. Uh-huh, you already had it.
[CUSTOMER][NEUTRAL] Um, yes, uh, I do see there is no log in here. Uh, it is a new user, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And then it's gonna ask you to verify two things if you could tell me what those things are after you pick select the role that best describes you.
[CUSTOMER][NEUTRAL] Mhm um.
[CUSTOMER][NEUTRAL] Yes, sir, it is showing as I'm an individual with an APL uh insurance policy, and I'm a medical or dental provider. I'm a principal of agency. I'm a writing agent broker, appointed with APL. I'm an
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So which one best describes you?
[CUSTOMER][NEUTRAL] Employer or a
[CUSTOMER][NEUTRAL] Oh, I'm a medical rental provider.
[AGENT][NEUTRAL] OK, so you would select that one highlight the circle and click next.
[CUSTOMER][NEUTRAL] OK, uh, yes, upon checking that next, uh, it is asking for a tax ID.
[AGENT][NEUTRAL] Mhm. So if you can out loud tell me what the tax identification number is on the claim for the provider.
[CUSTOMER][NEUTRAL] Yes, it's, yes, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the next, uh, it is asking for a patient account number.
[AGENT][NEUTRAL] Mhm, which that information is also on the claim that was submitted, I believe in box number 26.
[AGENT][NEUTRAL] Can you give me that number out loud as well, please?
[CUSTOMER][NEUTRAL] Yes. Uh, it's 002100252346.
[AGENT][NEUTRAL] OK, very good, and then you would click next.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it should take you to create a username and a password.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][POSITIVE] OK, I'll give you a moment to do that, no rush.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, please give me a moment.
[AGENT][NEUTRAL] Mhm. No rush.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] too.
[CUSTOMER][POSITIVE] Oh yes, please give me a moment. It's getting submitted.
[AGENT][POSITIVE] No, no worries. No rush.
[CUSTOMER][POSITIVE] OK. Your account has been successfully creat[PII].
[AGENT][NEUTRAL] OK, and so now, um, it gives you two options to search. It should be like a quick search.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then the other search is where you would have to create, you know, include the last four of the social which most, most providers do not have and so I can give you the claim number.
[AGENT][NEUTRAL] And you can search by the claim number, the patient date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh I think the first name of the patient.
[CUSTOMER][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Oh, yes. Can I have the claim number?
[AGENT][NEUTRAL] It's 355.
[AGENT][NEUTRAL] 6036.
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, please give me a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. Uh, to view the UP, we should click on the claim number, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Double click that PDF document.
[AGENT][NEUTRAL] And it should populate the ELB.
[CUSTOMER][POSITIVE] Thank you so much for that. Please give me a moment.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Oh yes, thank you so much for helping. Uh yes. OK. I do have the other claims with the no response. Can you please help me with the claim number so that I can pull your base in the portal.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is it what is it for a different patient?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK. And how many do you have?
[CUSTOMER][NEUTRAL] I do have uh around 6 to 7 claims like that.
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the policy number.
[CUSTOMER][NEUTRAL] Starts with 02464401.
[CUSTOMER][NEUTRAL] Sorry, it's 024 sorry sorry it's 024.
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 644-11.
[AGENT][NEUTRAL] 11. OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, the members.
[CUSTOMER][NEUTRAL] Last name is [PII] and the first name is [PII].
[CUSTOMER][NEUTRAL] With the date of birth [PII].
[AGENT][NEUTRAL] Mhm, what's the date of service?
[CUSTOMER][NEUTRAL] Yes, the service is [PII].
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] And what's the amount?
[CUSTOMER][NEUTRAL] The bill amount is $35459 even.
[AGENT][NEUTRAL] OK, so I'll give you the claim number.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] It's 355.
[AGENT][NEUTRAL] 1206.
[AGENT][NEUTRAL] Is it the same provider for each of the claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's good because if it's a different tax ID you would have to create a new account for that tax ID so this will be easier.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] So then.
[AGENT][NEUTRAL] Oh, you would need to do, you, you would need to.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I think it's gonna be looking for the the uh patient account number.
[AGENT][NEUTRAL] So then you would need to go back to the um now back to the log in.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And enter your username and password.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because it needs to capture the patient account number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Like, uh, every patient we should send the patient account number.
[AGENT][NEUTRAL] Right, so the tax ID number is gonna be the same, but it's gonna also, it's looking for the the patient account number as well in order to pull the claim the ELB so you know where you saw the login tab and the new user tab?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] Because I don't think that, I don't think that you can get there where you are now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, yes, uh, again I should start with a new user, right?
[AGENT][NEUTRAL] No, because the tax ID is the same, so just click on the login button.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then enter your username and password.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The only time you would use the new user button is if you have claims that have different tax ID numbers.
[AGENT][NEUTRAL] Different providers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh yes, please give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] See what I'm saying?
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] And did I give you the claim number?
[CUSTOMER][NEUTRAL] Uh, I have entered the claim number and the patient's first name and the date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but it's showing no claim on file, like no claim on found.
[AGENT][NEUTRAL] Yeah, it's out there because I'm showing it. I see it.
[AGENT][NEUTRAL] So did it take you to the spot where you had to enter the tax ID number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Directly it got logged in.
[AGENT][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] Yeah, that's what it's looking for. I don't think you should have to do the new user button go ahead and click the new user button.
[AGENT][NEUTRAL] You shouldn't have to do that each time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because you've already created an account.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And so when you enter the username and password it just takes you directly into the website.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it doesn't give you an option for the patient account number.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] So, so click on the new user button and.
[AGENT][NEUTRAL] Go through that process again and you can use the tax ID, the same tax ID number.
[AGENT][NEUTRAL] And then enter the patient account number for this claim.
[CUSTOMER][NEUTRAL] OK. Yes, please give me a moment.
[CUSTOMER][NEUTRAL] Again, I should uh create uh the username and the password.
[AGENT][NEUTRAL] You can use the same one.
[AGENT][NEUTRAL] That you just created because the tax ID number is the same.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But, but enter the patient account number on this particular claim, which is different than the one you did before.
[AGENT][NEUTRAL] Or the one that you used before?
[CUSTOMER][NEUTRAL] Uh, it is seems to be a problem. It is saying like that and account has been already existed with that user name.
[AGENT][NEUTRAL] The username that you've already created?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] You go back
[AGENT][NEUTRAL] Because the tax ID number is the same, right?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] I don't think that you would have to set up a new account for each one if the tax ID number is the same, which is what you did. You clicked on the new user button. What was the tax ID number that you entered? I mean not not the tax ID but the patient account number you entered.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what I show for this claim.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What username did you use?
[CUSTOMER][NEUTRAL] Oh yes, it's [PII].
[AGENT][NEUTRAL] OK, I see that.
[AGENT][NEUTRAL] Oh, and I see where you tried to create another one, but it says pending no identity manager status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I do see in the portal there is a quick access and don't have an APL claim number. I have tried with that also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. You do have the claim number or you don't?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, I didn't mention the claim number and I just mentioned the patient's first name, patient's date of birth, last four digits of the SSN number, provider account number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, the quick search, do the quick search, and it'll just ask for the patient's first name, their date of birth, and the claim number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I, I don't, I don't think I gave you the claim number, did I?
[CUSTOMER][NEUTRAL] Oh yes, you provided me the claim number. It's 3551206.
[AGENT][NEUTRAL] Right, so you're gonna have to, yes, and so for the quick search you would enter the.
[CUSTOMER][POSITIVE] I'm right.
[AGENT][NEUTRAL] Claim number first.
[AGENT][NEUTRAL] The patient's first name, second in that field, and then the patient's date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then click the search button.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh, I can't the game.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So what step, what, what, what step did you miss? The claim number?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, thank you so much for that.
[AGENT][NEUTRAL] You're welcome. Let me document this one and we'll move to the next one.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And what is the next policy number?
[CUSTOMER][POSITIVE] Yes, please give me moment.
[CUSTOMER][NEUTRAL] Oh yes, uh, is the caller same for all the claims, or it would be different?
[AGENT][NEUTRAL] It's the same it's the same for each for the entire call my name my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes. Um, should I proceed with the other member ID?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's 01369754. M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Mhm. And
[CUSTOMER][POSITIVE] I repeat 100136. Yes, thank you.
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, patience.
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] with the date of birth [PII].
[AGENT][NEUTRAL] 01369754
[CUSTOMER][NEUTRAL] 01369754 yes.
[AGENT][NEUTRAL] I'm showing a different patient.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing a different patient for this policy.
[CUSTOMER][NEUTRAL] Uh, it may be [PII] or this, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is.
[CUSTOMER][NEUTRAL] Mhm mhm mhm.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] Oh, please give me a moment. I'm taking it out for dad.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So on previous
[CUSTOMER][POSITIVE] Oh yes. Thank you so much for patiently waiting. Uh, I do see my patient is dependent on uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing this is an individual policy for [PII] only.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] Mhm. Um, it does not cover under [PII], right?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Mhm thank you so much for that. Please give me a moment.
[CUSTOMER][POSITIVE] Oh, thank you so much for patiently waiting. Uh, can you please, um, can you please mention the member's policy number with uh this member?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the one you gave me.
[CUSTOMER][NEUTRAL] With, uh, uh, with spinal Jaden.
[AGENT][NEUTRAL] She's not on the policy, ma'am. It's for mother only.
[AGENT][NEUTRAL] So she's not, the dependent is not covered?
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] OK, OK. And [PII] will be covered, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The Jessica may be covered, right?
[AGENT][NEUTRAL] It's only for [PII]. She, it's an individual policy for [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you so much for that. Um, yes, please one moment.
[AGENT][NEUTRAL] Are we finished with this policy number?
[CUSTOMER][POSITIVE] Yes, yes, thank you so much for that.
[AGENT][POSITIVE] OK, and I'm ready for the next one.
[CUSTOMER][NEUTRAL] Yes, uh, the member ID starts with 02504899 ML 8.
[AGENT][NEUTRAL] Mhm. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the members, um.
[CUSTOMER][NEUTRAL] Yes, please give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the patient's uh last name is [PII] with the first name [PII] with date of birth [PII].
[AGENT][NEUTRAL] What's the date of birth again?
[CUSTOMER][NEUTRAL] Oh, sorry, it's [PII].
[AGENT][NEUTRAL] OK, thank you and what's the date of service?
[CUSTOMER][NEUTRAL] Yes, uh, the date of service is [PII]. The bill amount to $177 even.
[AGENT][NEUTRAL] OK, so the claim number, let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 355.
[AGENT][NEUTRAL] 45
[AGENT][NEUTRAL] 99
[AGENT][NEUTRAL] So since you've already created the user account for this tax ID number, you should be able to do what you did a minute ago.
[CUSTOMER][NEUTRAL] Mm, yes. Yes, please give me a moment. I'm noting it down.
[AGENT][NEUTRAL] Do you find it pretty simple to to download the ELB on our our um online?
[CUSTOMER][NEUTRAL] Uh yes, I'm trying for that.
[AGENT][NEUTRAL] But I'm saying, do you show that, do you feel that this process is relatively easy to do?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][POSITIVE] OK. Good.
[CUSTOMER][POSITIVE] Oh yes, thank you so much for that. Uh, I'll take it out later.
[AGENT][NEUTRAL] Were you, were you able to download the ELD for this patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I didn't check for that. Please give me a moment.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I just wanna confirm that you're able to download the ELB after each one, OK?
[CUSTOMER][NEUTRAL] OK, OK. Please give me a moment. I thought, uh, later I can download.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And if you, if you wanna do it by yourself, that's fine. I think you got the hang of it now so it's up to you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But you'll need the claim number.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] For the others.
[AGENT][NEUTRAL] So if you wanna go ahead and give me the other policy numbers and then you can download the ELBs, you know, on your own or however you choose to handle it.
[CUSTOMER][POSITIVE] Yes. I'm getting the UB in the portal. Thank you so much for helping.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Should I proceed with the other member ID?
[AGENT][NEUTRAL] Hm, yes.
[CUSTOMER][NEUTRAL] Yes, the member ID starts with [PII].
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the amount.
[CUSTOMER][NEUTRAL] Uh, it's $560 even.
[AGENT][NEUTRAL] OK. How many more do you have after this one?
[CUSTOMER][NEUTRAL] Mm, I do have other 34.
[AGENT][NEUTRAL] 3 or 4, which one?
[CUSTOMER][NEUTRAL] Um, 3.
[AGENT][NEUTRAL] OK, can you go ahead and give me the policy numbers?
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Or are you having to go in and out of different screens?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Are you having to go into different screens to do this? If so, we can do one by one?
[CUSTOMER][NEUTRAL] Uh, no, no, no. I have all the policy numbers lined by.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I should register with the other member ID?
[AGENT][POSITIVE] Mhm I'm ready.
[CUSTOMER][NEUTRAL] Yes, it's 01.
[CUSTOMER][NEUTRAL] 826104 ML 8.
[AGENT][NEUTRAL] Data service in charge?
[CUSTOMER][NEUTRAL] Yes, the service is [PII]. The bill amount $197 even.
[AGENT][NEUTRAL] 197.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that one and what's the next policy number?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Yes, uh, the member ID starts with 02102766 ML, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service in charge.
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[CUSTOMER][NEUTRAL] With the bill amount $524 even.
[AGENT][NEUTRAL] OK, and the last one?
[AGENT][NEUTRAL] I'm ready for the last policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes. The member ID starts with 2168644.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service in charge.
[CUSTOMER][NEUTRAL] The service is [PII] with the bill amount $197 even.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so for the policy number 1369754, can you verify patient's name, date of birth?
[CUSTOMER][POSITIVE] Oh yes, please give me a moment.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I didn't want you to have to go back and forth into the different screens.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Oh sorry for that. Can I have the
[CUSTOMER][NEUTRAL] Policy number again?
[AGENT][NEUTRAL] You know what? I've already
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I already did this one. It's 0136.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 9754 for [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Do you have another one for her? I have the policy number written down again before.
[CUSTOMER][NEGATIVE] Oh, no, no.
[AGENT][NEUTRAL] Maybe not.
[CUSTOMER][NEUTRAL] I need the claim number for this, uh, like, uh, on [PII].
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] OK, what's her date of birth?
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's for 277.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] It's for $277?
[CUSTOMER][NEUTRAL] Uh, no, it's $560.
[AGENT][NEUTRAL] OK, so I see one for 277. I think this is the one you're asking me about earlier for her.
[CUSTOMER][NEUTRAL] Oh who?
[AGENT][NEUTRAL] For [PII], so you have one for [PII] for 277?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I have the one for 277, but I don't show one for 560 for the same day.
[AGENT][NEUTRAL] So do you want the claim number for the charge of 277?
[CUSTOMER][NEUTRAL] Yes, please give me a moment. I'm checking it out.
[AGENT][NEUTRAL] No, I think we already went over, well, that one was for [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] But uh the bill amount is $458 for that also.
[AGENT][NEUTRAL] Is it for is it for [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, is, uh, this is for [PII].
[AGENT][NEUTRAL] OK. [PII] is not on this yeah, she is not on this policy.
[CUSTOMER][NEUTRAL] Firstly, I
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, we'll go to other policy number then.
[AGENT][NEUTRAL] So we're moving to 182-6104?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes, the member name is, yes, the member's name is [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] And the patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you gave me 17 2025.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the claim, excuse me, the claim number is 355.
[AGENT][NEUTRAL] 3170.
[CUSTOMER][POSITIVE] Yes, thank you so much for that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] The other policy number is 02102766.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Were you able to download the 355-3170 EOB?
[CUSTOMER][NEUTRAL] Oh, I didn't try for that.
[AGENT][NEUTRAL] OK, you're just gonna wait until after, OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth for the next one?
[CUSTOMER][NEUTRAL] Oh, is it [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, the member's name is uh [PII].
[CUSTOMER][NEUTRAL] The date of [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you gave me [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, [PII]. Thank you.
[AGENT][NEUTRAL] We don't show a charge for [PII].
[AGENT][NEUTRAL] Spelling of the first name is [PII]
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Mhm, don't show a date of service of [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Uh yes I do. I'm sorry. Is it 2, what are the procedure codes on the claim?
[CUSTOMER][NEUTRAL] Uh, it's 99203 with 2504 and 10,060.
[AGENT][NEUTRAL] OK, I do show the claim. Uh, that claim number is 356.
[AGENT][NEUTRAL] 0730.
[CUSTOMER][NEUTRAL] Yes, it's 356-07030, right?
[AGENT][NEUTRAL] Uh-huh, one moment.
[AGENT][NEUTRAL] OK, and I'm pulling up the last 22168644.
[AGENT][NEUTRAL] You can verify the patient's name, date of birth on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, upon checking my eyesight, I don't have a claim like UOB on the portal.
[CUSTOMER][NEUTRAL] With the claim number.
[AGENT][NEUTRAL] For which one?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] Previous one, the previous one, the claim number is 356-0730.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] OK, let me go back.
[AGENT][NEUTRAL] This is the one for [PII], right?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Uh, claim number is 356.
[AGENT][NEUTRAL] 0730.
[CUSTOMER][NEUTRAL] Yes, um, but uh.
[CUSTOMER][NEUTRAL] There is no claim found on the portable.
[AGENT][NEUTRAL] Mhm it's out there. What's the tax ID?
[AGENT][NEUTRAL] The same
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the patient account number on the claim?
[AGENT][NEUTRAL] Well, you don't need the patient account number. Yeah, you do need the patient account number.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The patient account number is [PII].
[AGENT][NEUTRAL] OK, did you go back and enter the patient account number?
[CUSTOMER][NEUTRAL] Mhm, no.
[AGENT][NEUTRAL] Yeah, you'll have to.
[AGENT][NEUTRAL] Each time you have to enter the patient account number because it's looking for the two unique identifiers you already have the tax ID number.
[AGENT][NEUTRAL] And this time it's looking, you know, it's also looking for the patient account number.
[AGENT][NEUTRAL] So you have to enter that on each one that you search for.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So that means you gotta go back to the.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The new user?
[AGENT][NEUTRAL] And enter the tax ID and the patient account number.
[AGENT][NEUTRAL] And then just add your username and password that you've already created.
[AGENT][NEUTRAL] Because it is out there. I'm looking at it.
[AGENT][NEUTRAL] Oh, hold on a second. That might be the initial claim.
[AGENT][NEUTRAL] OK, it is out there.
[CUSTOMER][NEGATIVE] Uh, but there is no user form for this information provided.
[AGENT][NEUTRAL] OK, where, where did you go?
[CUSTOMER][NEUTRAL] Uh, I added a tax ID of [PII] and the account number is [PII].
[AGENT][NEUTRAL] And I'm sorry, repeat the tax ID. Did you say [PII]?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] I see what the problem is we've left off the 6, so remove the 6 and enter [PII] and see if it pulls up.
[CUSTOMER][NEUTRAL] There is.
[AGENT][NEUTRAL] Well, it's not going to, it's not going to because you've registered it under the correct tax ID like we left off the, the, the 6, so I'm gonna fax this one over to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for that. Uh, yes.
[AGENT][NEUTRAL] What what's your fax number?
[CUSTOMER][NEUTRAL] Yes, [PII], 0 sorry, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. You can put my name [PII] as attention.
[AGENT][NEUTRAL] OK, so I'm sending it to [PII].
[CUSTOMER][POSITIVE] Yes, exactly, thank you so much for that.
[AGENT][NEUTRAL] OK. Uh-huh, one moment.
[CUSTOMER][NEUTRAL] Uh, yes, can I have the dinner on time to receive the UB?
[AGENT][NEUTRAL] I'm sending it now.
[CUSTOMER][NEUTRAL] It would be 5 to 10 minutes.
[AGENT][NEUTRAL] Mm mhm. I'm yeah, I'm sending it now so you should receive it today. Is it coming directly to you or does it go to a different department?
[CUSTOMER][NEUTRAL] Uh, is it with the fax number, right? If it is with the fax number, I can get it directly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so [PII] is your fax, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Do you have
[AGENT][NEUTRAL] And while that explanation is pulling up, I'm gonna go ahead and look at the last one.
[AGENT][NEUTRAL] 2168644.
[AGENT][NEUTRAL] And you said it's, what is the patient's name on this one?
[CUSTOMER][NEUTRAL] Yes, uh, the member's first name is uh [PII] with the last name [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the date of birth, [PII].
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, the [PII].
[AGENT][NEUTRAL] And for 197, the claim number?
[AGENT][NEUTRAL] It's 3355.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] 2050.
[CUSTOMER][POSITIVE] Thank you so much. Please give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. I got your uh port hotel. Thank you so much for very
[CUSTOMER][POSITIVE] Healthy
[AGENT][NEUTRAL] OK, and then I've already faxed over the explanation for the claim 356-0730, so you should be receiving it, um, shortly.
[CUSTOMER][POSITIVE] Yes. Thank you so much for helping. Yes, that's it from my side. Thank you so much for helping. Have a nice day.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.