AccountId: 011433970860
ContactId: 4ec53780-d8c1-4743-9106-aeaedf2959fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1367979 ms
Total Talk Time (AGENT): 441934 ms
Total Talk Time (CUSTOMER): 674005 ms
Interruptions: 11
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/4ec53780-d8c1-4743-9106-aeaedf2959fa_20250530T16:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello, it's [PII] calling from provider's office. I want to know a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah. Uh, just allow me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My callback number is gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah. It's gonna be 01545900. M as in mango, L as in Lima, and number 3.
[AGENT][NEUTRAL] OK, um, I'm sorry [PII] that there's not, doesn't appear to be enough digits, uh, before that M. Could you repeat that for me please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 015.
[CUSTOMER][NEUTRAL] 459
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, and number 3.
[AGENT][NEUTRAL] OK, thank you for that and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The patient date of birth gonna be?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. And the patient's last name is [PII].
[CUSTOMER][NEUTRAL] [PII], and the first name is [PII]
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, thank you for verifying that um what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, and that billed out please.
[CUSTOMER][NEUTRAL] The bill amount is gonna be $1,061 and anyone.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK, so [PII], we have not received a claim for that date of service for this number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Um, uh, can you check your mailing address? Is it correct, uh, from us? It's [PII].
[AGENT][NEUTRAL] No sir that's our old address. uh, whenever you're ready I can give you that new one. I've also got a fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, can we, uh, bill this uh claim via fax or uh we have to pay bill it via uh
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] The uh electronic.
[AGENT][NEUTRAL] I have that fax number.
[AGENT][NEUTRAL] Uh, either one, whatever you prefer.
[CUSTOMER][NEUTRAL] OK, you can give me the fax number and I will send, I have a few more claims. Uh, we, we can also check that also with that one.
[AGENT][NEUTRAL] Sure, that is
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me know when you're ready for that fax number.
[CUSTOMER][NEUTRAL] Yeah, I'm ready for the fax number.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And uh can you tell me whether this uh patient was active for the date of service or not? The policy was active for the data.
[AGENT][NEUTRAL] Yes, uh, this policy, yes, the policy's effective date was [PII].
[AGENT][NEUTRAL] And uh the term date was [PII].
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I know you said we had other claims to look at [PII] were these for the same member?
[CUSTOMER][NEUTRAL] And uh can you
[CUSTOMER][NEUTRAL] Uh, no, it's uh for the uh different member.
[AGENT][NEUTRAL] OK, if you'll give me one moment, I'll let you know when I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah, can you give uh before proceeding, we, can we get a call reference number and your, can you spell your name for me?
[AGENT][NEUTRAL] Sure, so the reference number would be the same for all of the claims we look at. It would be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then my last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you, [PII], for the information.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, and whenever you're ready you can go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. As I can see this, um,
[CUSTOMER][NEUTRAL] Uh, this claim will be also on that uh address only. Uh, the policy number is gonna be 60801. Uh, it's indicates just four digits.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] That's not one of our policy numbers [PII] that's actually our payer ID.
[CUSTOMER][NEUTRAL] 5 digits.
[CUSTOMER][NEUTRAL] OK, that's your payer ID.
[AGENT][NEUTRAL] Yeah, 60801 is our payer ID.
[CUSTOMER][NEUTRAL] Uh, can you pull that, uh, patient eligibility via, um, patient name and date of birth?
[AGENT][NEUTRAL] Do you have their social by chance?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, we don't have social number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK, um, if you wouldn't mind spelling out the first and last name for me please.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Yeah, not a problem. The last name is gonna be [PII]
[CUSTOMER][NEUTRAL] [PII]. And the first name is [PII] in
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Well I have one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, [PII], what, what state does this member live in?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the state that this member lives in?
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] Uh, I think it's [PII].
[AGENT][NEUTRAL] [PII], OK, and then what was the member's date of birth please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, so I did find this member's policy. Did you want me to go ahead and give you that correct policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, that is 02.
[CUSTOMER][NEUTRAL] Uh, but then that is, huh?
[AGENT][NEUTRAL] 34
[AGENT][NEUTRAL] 987 9.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] That's the policy number of the patient. Uh, it's 02349879. Correct?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK. And can you also tell me the uh your mailing address?
[AGENT][NEUTRAL] Yeah, that's uh
[CUSTOMER][NEUTRAL] So I can send out um the fax to.
[AGENT][NEUTRAL] Of course, yeah, that's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] I would.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 27. OK.
[CUSTOMER][POSITIVE] Thank you for the information.
[CUSTOMER][NEUTRAL] And uh whether this uh patient policy was active for the date of service it's uh January March.
[AGENT][NEUTRAL] Um, what was the date of service?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII], yes, uh, so this policy's effective date was [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And of course I also just so that you are aware I do not have any claims for that date of service for this number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And may I know the TFL for the, for filing this claims or the the uh TFL for filing this?
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] I want to know the uh timely filing limits to file this claim.
[AGENT][NEGATIVE] Oh yeah, there is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the timing time limit?
[AGENT][NEGATIVE] There there is no timely filing limit.
[CUSTOMER][NEUTRAL] There is, there is no timely time limit, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, let's look up for the another game.
[AGENT][POSITIVE] Yeah, I'm ready when you are. You can go ahead and give me that policy number.
[CUSTOMER][NEUTRAL] Uh. OK.
[CUSTOMER][NEUTRAL] For this one, the policy ID number is gonna be 1435479 M as in Mike L as in Lima and number 8. Should I repeat it? Did I go fast?
[AGENT][NEUTRAL] No, no, no, that's fine, no, no, um, what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, it was [PII].
[AGENT][NEUTRAL] OK, so this policy I'm showing it did terminate [PII]. If you'll give me one moment, I'll see if they have one that was active during that date of service. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, they do not. This was the last policy this member had with us.
[CUSTOMER][NEUTRAL] OK, so we can't bill to this to this patient.
[CUSTOMER][NEUTRAL] there.
[AGENT][NEUTRAL] Oh, we don't say what is patient responsibility that is up to the provider, however, they were on active during that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you for the information. Uh, can you proceed with another one?
[AGENT][NEUTRAL] Uh, one moment, please.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Competition
[CUSTOMER][NEUTRAL] I I.
[CUSTOMER][NEUTRAL] I'm about
[AGENT][POSITIVE] OK, I appreciate your patience. You can go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. It's gonna be 1224175.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] And the patients last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth gonna be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, it was [PII].
[AGENT][NEUTRAL] OK, so this policy uh terminated [PII] again, give me just a moment, let me see if she had one that was active during that date of service.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] was
[CUSTOMER][NEUTRAL] Uh, you said [PII].
[AGENT][NEUTRAL] Yeah, [PII] of uh no [PII] however I did find another policy this member has that is currently active and that was active during that date of service whenever you're ready, um, I'll go ahead and give you that policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, that is 01.
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 1721.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for the information.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Of course and yes uh we did not receive this claim either.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's pull up the next patient.
[AGENT][NEUTRAL] Uh, one moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, you can go ahead and give me that policy number, [PII].
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 01836796 M as in Mike, L as in Lima, and number 8. And the patient's last name is [PII], first name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the patient, date of birth gonna be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, so I have a different first name for that member, [PII].
[CUSTOMER][NEUTRAL] Uh, is it, uh, [PII]?
[AGENT][NEUTRAL] Yes sir. OK, thank you for verifying that. OK and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so this policy is currently active, um, just for good measure, I am going to go ahead and see if we received that claim. Give me just a moment.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] OK, no, we have not received anything for [PII], um, so this policy's effective date was [PII] and again it is currently active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Uh, and for the same patient, I have another.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Another data service?
[CUSTOMER][NEUTRAL] Yeah, it's the same date of service and the same patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I have
[CUSTOMER][NEUTRAL] Uh, sorry, sorry, not a problem. Uh, it's over. It's same, it's same.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] And it will be last second claim.
[CUSTOMER][POSITIVE] Thank you for the, all the information you are providing to me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sure, OK, I'm sorry, wait, did you this was the last claim or did we have one more?
[CUSTOMER][NEUTRAL] Uh, uh, we have, uh, 2 more claims. It will be, uh, it will last second and then after that last.
[AGENT][NEUTRAL] OK, but we
[AGENT][NEUTRAL] OK, uh, we're ready we're done with this member though, correct? These were for different members?
[CUSTOMER][NEUTRAL] Yeah, yeah. It will be different number.
[AGENT][NEUTRAL] OK, got you, alrighty, give me just a moment.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, uh, you can go ahead with that next policy number, [PII].
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 1554175.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, and number 8.
[CUSTOMER][NEUTRAL] And the patient name is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, uh, I might have misheard that policy number if you wouldn't mind repeating that policy number, [PII]. I'm sorry, I got a completely different number.
[CUSTOMER][NEUTRAL] I think we have full.
[CUSTOMER][NEUTRAL] Yeah. It's gonna be 1554175, M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't have anyone with that name listed under this policy.
[CUSTOMER][NEUTRAL] Uh, actually, we have pulled that patient, um, before.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh you have given me a policy number of 1891721.
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that was 1891721?
[CUSTOMER][NEUTRAL] Yeah. As I can see that.
[CUSTOMER][NEUTRAL] Yes. Just check with that. Is it the same [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that's it, yes, yes.
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh for the last claim?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, as I can see in my system, this claim was denied as a non-covered charges. Let me check that.
[AGENT][NEUTRAL] Sure, uh, do you have that claim number?
[CUSTOMER][NEUTRAL] Uh, let me check that. I'm helping that patient. Just allow me a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I have the claim number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, I don't have a claim number for that. I have the policy number. Can you pull that claim for me?
[AGENT][NEUTRAL] Um, this was, uh, uh, the you have the policy number you said?
[CUSTOMER][NEUTRAL] Yeah, yeah. Actually, I'm pulling that claim. I don't have claim number for that.
[AGENT][NEUTRAL] That's OK. Uh, what was the policy number? Yes.
[CUSTOMER][NEUTRAL] So can you check with the?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 025.
[CUSTOMER][NEUTRAL] 984-09, M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Just allow me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] For this patient. The patient name is gonna be [PII].
[CUSTOMER][NEUTRAL] And the date of birth gonna be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It was uh sorry.
[CUSTOMER][NEUTRAL] [PII], sorry, [PII] with the bill amount of
[CUSTOMER][NEUTRAL] Just allow me a second. I need to check that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, with the bill amount of $198.01.
[AGENT][NEUTRAL] 198. OK, thank you one moment.
[AGENT][NEUTRAL] Alright, um, [PII], what was the uh tax ID, uh, for this provider?
[CUSTOMER][NEUTRAL] Uh, you want a tax ID for this provider?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah, just allow me a second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. The tax ID is gonna be [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] How?
[AGENT][NEUTRAL] OK, uh, was this, is it elite imaging?
[CUSTOMER][NEUTRAL] Yes, it's elite imaging.
[AGENT][NEUTRAL] OK, OK, and that remaining balance after major medical paid was that $46.99?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got it. OK, thank you. I did locate this claim, uh, so we were unable to pay a benefit as their outpatient benefit for the calendar year had been met.
[CUSTOMER][NEUTRAL] Um, sorry?
[AGENT][NEUTRAL] Their outpatient benefit for the calendar year had been met.
[AGENT][POSITIVE] And I can give you that claim number or I can even fax you this EOB if you'd like.
[CUSTOMER][NEUTRAL] Just allow me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, it was made as per the dollar value or uh is it uh.
[AGENT][NEUTRAL] Uh, dollar value.
[CUSTOMER][NEUTRAL] OK, for me for the dollar value. And uh what was the limit for that?
[AGENT][NEUTRAL] Yeah, so their outpatient calendar year maximum is $1250.
[CUSTOMER][NEUTRAL] OK. And it was made, uh, including this claim or uh
[AGENT][NEUTRAL] It was before this claim, it was before this claim that that amount had been met, yes.
[CUSTOMER][NEUTRAL] Or after that?
[CUSTOMER][NEUTRAL] Before this.
[CUSTOMER][NEUTRAL] So it should be a patient responsibility.
[AGENT][NEUTRAL] Uh, again, we don't say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, you said the, the outpatient calendar value you have been met yet?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you for the information.
[AGENT][NEUTRAL] Sir, did you need that claim number, [PII]?
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][NEUTRAL] No, I have, uh, you, uh, yeah, give me the claim number. Sorry.
[AGENT][NEUTRAL] Sure, yeah, that's no, that's OK, it's uh 360-1257.
[CUSTOMER][POSITIVE] OK. Thank you for the information, [PII]. Have a nice day.
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great day, [PII]. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye. Bye bye now.