AccountId: 011433970860
ContactId: 4ec07a56-57b4-4fed-b079-fcd17e28002e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1655810 ms
Total Talk Time (AGENT): 422052 ms
Total Talk Time (CUSTOMER): 667543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4ec07a56-57b4-4fed-b079-fcd17e28002e_20250618T18:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in Broker Resources. I have an agent or broker on the line that's needing to check the status on a claim for this customer. Can I give you the policy number?
[AGENT][POSITIVE] Uh, yeah, that'd be great.
[CUSTOMER][NEUTRAL] OK. It's 2549425.
[CUSTOMER][NEUTRAL] And that's for dependent number 4 [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and then the broker is verified.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. She's the broker for the account and her callback number is [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I'll take care of it.
[CUSTOMER][NEUTRAL] Alright, OK, I'll bring her on. Give me just one second.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hi, I've got [PII] on the line and she's gonna be able to answer your claim questions, OK? OK, sure, have a great day. Thanks for calling APL bye bye. Thank you you too bye bye.
[AGENT][NEUTRAL] OK. Hi, [PII]. Um, like she said, my name is [PII], and I can help you with claim status. Um, what data service are we looking at for [PII]?
[CUSTOMER][NEUTRAL] OK, yes, um.
[CUSTOMER][NEUTRAL] Data of service. We're looking at 8:31 24.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 8:30, 124, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull up the.
[CUSTOMER][NEUTRAL] In general, I
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, this policy number that I have, um, it's effective 9124. So let me pull up this other policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe you cause you guys changed over a new system or something?
[AGENT][NEUTRAL] Uh, looks like the policy never changes every renewal or
[AGENT][NEUTRAL] It's changed quite
[CUSTOMER][NEUTRAL] Yeah, because when I went into the system, right, it, um, it says 9124 when it should be.
[CUSTOMER][NEUTRAL] Well I don't know if he, he changed it. I have to look at the enrollment, but I think he was continuously enrolled, but you know, I don't know. I have to check.
[AGENT][NEUTRAL] OK, yeah, I, I'll pull it up. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if, you know, things change.
[AGENT][NEUTRAL] OK, 8:31 24, is that for 5:52, is that right?
[CUSTOMER][NEUTRAL] There's a few bills, so I wanna see, I wanna look at her record and see, you know, uh, what has been paid out, but it concerns me that the effective date is [PII] because.
[CUSTOMER][NEUTRAL] This has been a policy that's been renewing automatically, so.
[AGENT][NEUTRAL] Oh no, well, the, with the policy number that I was provided, that was the effective date. The policy goes back to
[AGENT][NEUTRAL] Uh, it looks like [PII].
[CUSTOMER][NEUTRAL] Right, that's what I'm saying, that it goes, you know, it just automatically, oh, because maybe the policy number changed, that is.
[AGENT][NEUTRAL] Correct, yeah, the policy number changed. That's all, yeah.
[CUSTOMER][NEUTRAL] Ah, if, if I'm in the system and I'm looking for the claims, you know, automatically what I see is the last renewal effective date. How can I go back? Is is there, is that possible or that's not a possibility anymore with the new system?
[AGENT][NEUTRAL] Um, so looking at, you're wanting to look at claims prior to this date or what or what are you trying to look at?
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Yeah, claims prior to the date because the system doesn't show anything going back.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, if, if, if, uh, if that is even.
[AGENT][NEUTRAL] You would have, you'd have to have the policy number for that period of time.
[CUSTOMER][NEUTRAL] Yeah, but is there a way that
[CUSTOMER][NEUTRAL] I can search for the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I don't think it even, it just gives me my groups and then it, you know, you search it by the group, but then it automatically goes back to that to the, to the last renewal.
[CUSTOMER][NEUTRAL] I mean, I was just trying to see if I can do it online, like check, but.
[CUSTOMER][NEGATIVE] It doesn't seem like it's.
[CUSTOMER][NEUTRAL] They let you, but you know, that's why I'm calling you to give you that information, but I'm just trying to see if online that information is available or not.
[AGENT][NEUTRAL] Um, let me
[AGENT][NEUTRAL] Let me double check, hold on just
[AGENT][NEUTRAL] OK, so you can see claims after [PII] but not before, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I'm getting, I put a question out there to our help desk, um, asking about that, but let me go over this uh claim with you. Uh, so yeah, I've got [PII], 24 $552. Looks like we need the primary explanation of benefits. Do you know if that was sent?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm not sure. I'm trying to see what where you guys are at so that I can um go over this with the client and see what needs to be done.
[CUSTOMER][NEUTRAL] Um, I believe she told me that the outpatient benefits were paid already for her, but that's something that I need to get from you as well. But you said there's a bill for 8831 or 552. I have multiple bills, you know, like, one for 837, 62.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, for that day, but then I have 925, 24 and more bills on there and 928, 24. So, um, what do you show that has been for [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so for [PII], uh, for dates of service prior to [PII], um, we just have this date of service for [PII], and it looks like let me pull up what we received.
[AGENT][NEUTRAL] Uh, it looks like, um, so the, the explanation of benefits that was submitted doesn't show anything paid.
[AGENT][NEUTRAL] Um, so, so we denied it. Um, if they allow it, we need an explanation of benefits that shows how they process the claim, like did they apply it to deductible or co-insurance, etc.
[CUSTOMER][NEUTRAL] But isn't it that the EOB, don't they have like notes in there?
[CUSTOMER][NEUTRAL] See what happened?
[AGENT][NEUTRAL] Yeah, the
[AGENT][NEUTRAL] The EOB that was submitted showed the total charges and that they were non-covered by Aetna.
[AGENT][NEUTRAL] So we can't.
[CUSTOMER][NEUTRAL] Right, but they're not because they're deductible.
[CUSTOMER][NEUTRAL] That's why, but it's a cost share for the members.
[CUSTOMER][NEUTRAL] In the bill that you see it, what is it, so it said you received an ELB from the client, uh, from 83124 for 552.
[AGENT][NEUTRAL] No, it's
[AGENT][NEGATIVE] Yes, and it shows it's non-covered. It didn't apply to the deductible, co-pay or co-insurance. It's just non-covered.
[CUSTOMER][NEUTRAL] Hm, that is weird.
[CUSTOMER][NEUTRAL] Um, OK, so then let me put that one aside and find out with the member what happened there. What happened to 9:25, 24?
[AGENT][NEUTRAL] Let me change to the other.
[CUSTOMER][NEUTRAL] Get a service.
[AGENT][NEUTRAL] 92524. Let me change to the other policy number. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, and when I'm online and I go to that policy number that starts in another one.
[CUSTOMER][NEGATIVE] It doesn't even show this one, so I don't understand either.
[CUSTOMER][NEUTRAL] You know, like
[CUSTOMER][NEGATIVE] So weird.
[CUSTOMER][NEGATIVE] You know, because I should be able to see claims past 91, but when I go to claims, it says no claim. 00, OK.
[CUSTOMER][NEUTRAL] So I don't know if um
[CUSTOMER][NEUTRAL] I it's because the system is too new, you know?
[CUSTOMER][NEGATIVE] That you prepopulated it.
[AGENT][NEUTRAL] And what was the amount for 925?
[CUSTOMER][NEUTRAL] 925 there's a a few amounts. Uh one of them is, uh, total charges, of course, uh, here says 19,691, but the amount that.
[CUSTOMER][NEUTRAL] It shows that she owed it's 4,574. Do you have that one?
[AGENT][NEUTRAL] Uh, yes, we've got that one. Let me pull it up real quick, and then we've got one for 500.
[CUSTOMER][NEUTRAL] You got that one and then you got another one for, when you say 500, is it 554 or just 500?
[AGENT][NEUTRAL] Uh, just 500.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hm, OK, because I have others, but the others are.
[CUSTOMER][NEUTRAL] For diagnostic testing and it it.
[CUSTOMER][NEUTRAL] Um, the charges were 1,471, and the other one, just, uh.
[CUSTOMER][NEUTRAL] 1400, 1,471 patients responsibility 554.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Um, so on the first one, the one for 4000.
[AGENT][NEUTRAL] Um, that one we paid the provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, $2100.58.
[AGENT][NEUTRAL] That exhausted her calendar year benefits.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, wait, so this is uh 2158 was paid on that bill and the 4574, that, that was, um, inpatient, was it inpatient or outpatient?
[AGENT][NEUTRAL] It was emergency room.
[CUSTOMER][NEUTRAL] Yeah, OK, so outpatient. And you're saying that you maxed out, she has a $4000 outpatient benefit.
[AGENT][NEUTRAL] Right, and so there's several other claims that have been paid as well.
[AGENT][NEUTRAL] For different dates of service.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] OK, so that's on that one. what about the one that I'm telling you that's 925 that it says charges 1,471? Do you have one for that one or no?
[AGENT][NEUTRAL] Um, for 9:25 is there?
[AGENT][NEUTRAL] The only other one, the only other one I have for 9:25 is for.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it's for outpatient and it's for.
[AGENT][NEUTRAL] 19,691.
[CUSTOMER][NEUTRAL] OK, so that's OK, but that's the first one that we went over.
[AGENT][NEUTRAL] So the first one we went over was for 4500.
[CUSTOMER][NEUTRAL] OK, so you got another bill for 19,691. And, and, and was that I was outpatient?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, we paid 500.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 500
[CUSTOMER][NEGATIVE] Why only 500, because of all the bills that we're paying?
[AGENT][NEUTRAL] Um, let me pull up what we received. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It doesn't match. Hold on one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You just go
[AGENT][NEUTRAL] OK, I, the EOB doesn't match what I'm showing, so I'm not sure what's.
[AGENT][NEUTRAL] What's happened here. Hold on one moment.
[AGENT][NEUTRAL] Oh, OK, I see the copay.
[AGENT][NEUTRAL] Uh, the co-pay was 500. So that's what we paid, was the 500.
[CUSTOMER][NEUTRAL] OK, so for that bill, there was a co-pay because that was the emergency room, the ER copay, that's why out of the 19, you paid 500.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK, anything else for 925 that you paid the APO paid because I have another bill for 1471. Do you have that bill?
[AGENT][NEUTRAL] Is that for 9:25?
[CUSTOMER][NEUTRAL] For 9:25.
[AGENT][NEUTRAL] No, we just got the 2. We've got the 4574, 11, and the 19,000.
[CUSTOMER][NEUTRAL] That's it for that day, that's all you have.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] and all here.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEGATIVE] By 8PL hear that one and then we have another one but you you didn't receive it, so there's another one for 600 but you didn't receive it either received.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I A P L
[CUSTOMER][NEUTRAL] OK, yeah, because these bills, they come from uh.
[CUSTOMER][NEUTRAL] [PII], and I don't know that she was not very, very um
[CUSTOMER][NEGATIVE] It was not easy for her to contact them. She left a message and no answer. Do you have a bill from 928-24?
[CUSTOMER][NEUTRAL] My agent.
[AGENT][NEUTRAL] Yes, we've got bills for 9:28, uh, 3 different bills, or actually 2, let's see 3 375 and then 16421.
[CUSTOMER][NEUTRAL] OK, hold on for 928. I have a bill that says 886.
[CUSTOMER][NEGATIVE] Minus and adjustment 646 it says balance 239. You don't see that one?
[AGENT][NEUTRAL] of the amount.
[AGENT][NEUTRAL] OK, there's one for 3:48.
[AGENT][NEUTRAL] We paid
[AGENT][NEUTRAL] 16421.
[CUSTOMER][NEUTRAL] So, OK, so you received the bill for 348 and then you paid 164. 21.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that it? OK. Received.
[AGENT][NEUTRAL] And then the other one.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] The other one was for 667 27.
[AGENT][NEUTRAL] And we paid.
[CUSTOMER][NEUTRAL] 6627 mhm.
[AGENT][NEUTRAL] 375.
[CUSTOMER][NEUTRAL] 375. OK, so for that date of service, you have those two bills that were paid.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And again, this is outpatient?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Outpatient. So then from what I see you paid 2158.
[CUSTOMER][NEUTRAL] Plus 500 and the other one plus 16421.
[CUSTOMER][NEUTRAL] 375.
[CUSTOMER][NEGATIVE] And then if it was not received, that was not received.
[CUSTOMER][NEUTRAL] And that's it, right? 21. So the total amount of payments is 3197. 21, is that correct?
[AGENT][NEUTRAL] Oh, she's got other claims paid for different dates of service.
[CUSTOMER][NEUTRAL] OK, so let me, let me add them, let me add to get to that amount because I wanna see.
[CUSTOMER][NEUTRAL] Why are the bills were paid?
[CUSTOMER][NEUTRAL] If I subtract the 500 and I subtract the 164 21 and I subtract the 3753197. No, this is the total that I have. um, what are the bills were paid that that you can tell me about?
[AGENT][NEUTRAL] A service 9124 we paid 1470.
[CUSTOMER][NEUTRAL] 9124, you paid how much?
[AGENT][NEUTRAL] 1470.
[AGENT][NEUTRAL] $14.70.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Data service same data service we paid $29.40.
[CUSTOMER][NEUTRAL] 2947.
[AGENT][NEUTRAL] 2940.
[CUSTOMER][NEUTRAL] 2940. So 1470, 2940, uh-huh, same day.
[AGENT][NEUTRAL] Same date we also paid 27792.
[CUSTOMER][NEUTRAL] 92. OK.
[AGENT][NEUTRAL] Uh, same date we paid $15.91.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do you have any other one?
[AGENT][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] OK, OK, OK. I'm just checking.
[AGENT][NEUTRAL] There
[AGENT][NEUTRAL] I paid 2238 for 927.
[CUSTOMER][NEUTRAL] 927, even like $9 or 927?
[AGENT][NEUTRAL] No, the date of service was 927.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You paid $22.28.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, we, we paid 500.
[AGENT][NEUTRAL] Two times, one for both were for the same dates, 9:27 to 9:28.
[CUSTOMER][NEUTRAL] OK, so you pay 9, on [PII]/27, 2228, and then 500 and then another 500.
[AGENT][NEUTRAL] Actually I'm sorry 920. OK, so yes, we paid that once and then we paid 500 again for 925 to 925 sorry.
[CUSTOMER][NEUTRAL] But that's the same one that you have given me before.
[AGENT][NEUTRAL] For the 9:25?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, you gave me one for 500, uh, and that was on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We paid an additional 500 for 927 to 928.
[CUSTOMER][NEUTRAL] And and that one
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so the 925 I already have an accounted for. So this new one that you're giving me, yeah, that's for 927 only, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But it was only one charge, not, not two charges.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] And that should be it.
[CUSTOMER][NEUTRAL] OK, so on the 2nd count you paid.
[CUSTOMER][NEUTRAL] 1470.
[CUSTOMER][NEUTRAL] 2940.
[CUSTOMER][NEUTRAL] So 2 77 92.
[CUSTOMER][NEUTRAL] So 1591.
[CUSTOMER][NEUTRAL] So 2228.
[CUSTOMER][NEUTRAL] That's 500, so that was a total of 86021 plus 3197.
[CUSTOMER][NEUTRAL] And 21 cents.
[CUSTOMER][NEUTRAL] The total paid is 4,5742. So this was all outpatient, so yeah, she maxed out.
[CUSTOMER][NEUTRAL] Um, the benefits for that.
[CUSTOMER][NEUTRAL] Uh, well, not necessarily, right? Uh, yeah, necessarily, yes, because that was in the calendar year of [PII], right, for hobby.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Now, what are there any benefits that were paid out of the inpatient uh pocket bucket?
[AGENT][NEUTRAL] Uh, no, just outpatient.
[CUSTOMER][POSITIVE] You got patience, so nothing came in impatient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK, are there any claims being processed or everything's being handled already?
[AGENT][NEUTRAL] Uh, everything's been processed that we've received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there's nothing pending for her.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so then, uh, 391.
[CUSTOMER][NEUTRAL] No, no, no. I mean, starting January, she, her, her.
[CUSTOMER][MIXED] Her benefits are refreshed, but there's nothing been paid yet.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, so this is, this is all that I need to know. Is there any way to get like a report? sort of like I was looking for it, but I couldn't do it in the system. Is there any way to get like a claims report for her?
[AGENT][NEUTRAL] So did you talk to [PII]r Resources about your your access on the new site because you should have access to this.
[AGENT][NEUTRAL] Did they say they're troubleshooted or?
[CUSTOMER][NEUTRAL] I know, I was trying.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] It's the first one that I talked to. Who do I need to talk to now?
[AGENT][NEUTRAL] Um, so our broker resources department can help you with access to the site and what you can access if you're having trouble accessing something that you did previously but now you can't.
[AGENT][NEUTRAL] Um, they, they can help you with that part.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] OK, so Brock
[CUSTOMER][POSITIVE] Yes, that would be great, yes, because that way I can, you know, navigate it. So I'm sure that's probably why you have a new system. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and you were, your name was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] OK, perfect. OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] All right. Thanks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. I've got a broker on the line um that's been verified. I just went over claim status with her on several claims for a member, but she, I was going to send her back your way because she said prior to the new website, she was able to look at claim details for members that are her groups, and now she can't see anything.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, yeah, you can send her our way. What is her name and what is the group number?
[AGENT][NEUTRAL] Um, so her name is [PII], and let me get the uh group number. Hold on just a second.
[CUSTOMER][NEUTRAL] And is she the broker or is she like a admin for it?
[AGENT][NEUTRAL] No, she's the broker. Um, it's [PII] and the group number is 26309.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you want the policy number I was helping her with too, just in case?
[CUSTOMER][NEUTRAL] No, that's OK. I, I can't see any of the claims anyways.
[AGENT][NEUTRAL] OK, so could they see claims before?
[CUSTOMER][NEGATIVE] No, they couldn't.
[AGENT][NEUTRAL] OK, cause she insisted that she could, but I now I'm like, I don't know if she, if she really could.
[CUSTOMER][NEUTRAL] No, unless she unless she was the one that was submitting it, um, then she could see it whoever submits the claim can see it, um.
[CUSTOMER][NEUTRAL] But I don't know what access she had.
[AGENT][NEUTRAL] OK, OK, maybe that's what the confusion is. OK, um, if you don't mind though, I'm gonna transfer on through if that's OK. OK.
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely, yeah.
[AGENT][NEUTRAL] OK, I'll introduce you and then release it, OK?
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] OK, and I've got [PII] on the line and she'll be able to assist you with your questions on what you can see on the site, OK?
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, thank you. Have a great day.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] You too. Thanks. Hi, [PII].