AccountId: 011433970860
ContactId: 5e5cba05-4dcd-4490-b01e-b30005b024b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2150179 ms
Total Talk Time (AGENT): 556269 ms
Total Talk Time (CUSTOMER): 802655 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5e5cba05-4dcd-4490-b01e-b30005b024b1_20250115T19:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I was just talking to, uh, the other department in the insurance, and they referred me over to you to check the status of, uh, additional.
[CUSTOMER][NEUTRAL] Um, I guess coverage or something like that.
[AGENT][NEUTRAL] So you want to go over benefits?
[CUSTOMER][NEUTRAL] Um, well, I had.
[CUSTOMER][NEUTRAL] Uh, I went to the, the hospital back in [PII] and the bill was like 15,000, my portion is 12,000, and then I filled out some paperwork to, um, get additional coverage or money back or something like that, and I never heard back from anybody so she told me to just give you guys a call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I'm definitely sorry you haven't heard anything. I'll be more than happy to look into everything for you. Um, [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My phone number is [PII] and my member ID is 681-525-999.
[AGENT][NEUTRAL] Is that your APL policy number or this is your social?
[CUSTOMER][NEUTRAL] Uh, no, that's my member ID number.
[AGENT][NEUTRAL] Do you have your ID card with you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the top left corner of the card, does it say APL?
[CUSTOMER][NEUTRAL] Uh, no, it says PHCS.
[AGENT][NEUTRAL] OK. So, um, were you
[AGENT][NEUTRAL] Do you see anywhere on the card, it's, it might say in hospitals or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Uh, has group ID.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is G1203273.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, um, let me try. I can either try to search it with your first and last name or your social. So basically, it sounds like PCHS is a different insurance company. Sounds like you were talking to 90 degree benefits at first.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Yeah, shit.
[AGENT][NEUTRAL] Um, does that ring a bell? 90 degree?
[CUSTOMER][NEUTRAL] Uh, it could have been. I'm not sure.
[AGENT][NEUTRAL] OK, um, and if if
[CUSTOMER][NEUTRAL] They've kicked me around a few different times.
[AGENT][NEUTRAL] Yeah, and that's, that's what it sounds like, and sometimes you get redirected to us, but let me, um,
[AGENT][NEUTRAL] I can try to check it with your first and last name or your social and see if there's a policy here with APL.
[CUSTOMER][NEUTRAL] Uh huh, it's [PII]
[CUSTOMER][NEUTRAL] And then last name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[AGENT][NEUTRAL] For the last name that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so I did find a policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment, it's coming up now.
[AGENT][NEUTRAL] And can you verify your date of birth just so I know this is the right policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and can you verify your mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and email is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So it looks like we have processed one claim for you. Let me give you your policy number also, so you don't have any issues if you have to call again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your policy number is 241.
[AGENT][NEUTRAL] 8009.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the claim you're looking for, looks like this is data service [PII]?
[CUSTOMER][NEUTRAL] Uh, there's a couple of them. One of them is like 15,000, and another one's like 3000 or something like that.
[AGENT][NEUTRAL] Um, hold on one moment, because we only have this one claim. Let me see if I can see a total 5.
[AGENT][NEUTRAL] This one is a total of $5,513. Um, I don't, this is the only claim, but I can give you the status on it.
[CUSTOMER][NEUTRAL] Yeah, that's not the one.
[AGENT][NEUTRAL] That's not the one. OK, so then.
[CUSTOMER][NEUTRAL] The yeah, the other one was like 15,000 and my portion was 12,000 or something like that.
[AGENT][NEUTRAL] Well, that may be why um because it doesn't look like they filed it with us, so that may be why the, the balances are so high.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But there's no filing limit, so whoever the provider is, whatever doctor's office you went to or, you know, hospital, um, just let them know that you have this insurance, they can bill at any time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yeah they have um the other lady I talked to with this insurance said that they've gotten it um they sent me because I was like why am I paying you guys so much money a month if you're only paying a small portion of it and then they sent me the paperwork to fill out to get additional coverage or money back or whatever it was and so she has the information there and she's like we see it, you know, we build on it but.
[AGENT][NEUTRAL] Who is she?
[CUSTOMER][NEUTRAL] Um, whomever I talked to with the, the provider verification number.
[AGENT][NEUTRAL] OK, wait a second. Let me see who your emp[PII] is because we don't have any APL hasn't talked to anybody since September of last year. Um, so let me see, hold on one second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Because I don't know who the
[AGENT][NEUTRAL] Were you talking to like the
[CUSTOMER][NEGATIVE] Yeah, because they've sent the bill to collection because I'm like I'm disputing these charges like I'm not paying until, you know, we figure this out. I literally just got off the phone with the, the provider number it says to verify members elig eligibility and benefits call this number and then.
[CUSTOMER][NEUTRAL] She said that she's seen all the bills on there and she was like, oh, I could send you this, you know, this form to fill out to get additional I'm like, I already did that like last year and she's like, oh call this number to verify um that they have it or received it or whatever.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] What phone number did you call? Was it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't know what because business.
[AGENT][NEUTRAL] I'm trying to get to the bottom so I can understand where to work from. So the because this phone number that I have, there is a member services number for Business Workers of America. It's a different number, but if they're saying
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] They're saying they see bills or they see claims because that's two different things.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, they said that they paid because it was total $15,000 they paid $3000 or something like that which left me $12,000 but that was just on one bill and then there was another for like $5000 or something like that and she's like, yeah, we see it here and that's.
[AGENT][NEUTRAL] No, that's the one we have.
[CUSTOMER][NEUTRAL] Yeah, and then she said um.
[CUSTOMER][NEUTRAL] Something about, uh, you know, that that paperwork she could email me and I'm like I did that last year before summertime and she's like, oh we'll call this number and she gave me your phone number to call um to verify, you know, additional coverage or whatever.
[AGENT][NEUTRAL] OK, but this is still not what I'm referencing to. So that, OK, so you were speaking with member services, with Business Workers of America. What I'm asking for is from your like the hospital. So I don't know what Business Workers of America sees, but the hospital has not filed a claim with us. That's why there's only one claim here.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm. So.
[AGENT][NEUTRAL] So I'm saying you can contact the hospital and let them know I have this insurance, you billed for this one and not for this one, and have them bill us so that we can help or see if we can help take some of that balance down, but that's why it's $12,000 because they haven't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's no claim here.
[CUSTOMER][NEGATIVE] Uh, but the, see, now I'm confused because the girl that I just talked to on my insurance card said that they paid $3000 of it. Are, are you guys not the same insurance?
[AGENT][NEUTRAL] Do you have multiple insurances? because this is
[CUSTOMER][NEUTRAL] No, just one.
[AGENT][NEUTRAL] Just this. So who paid 3.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, whomever insurance card I'm holding in my hand paid $3000 and they told me because I asked her, I'm like, why am I paying you $400 a month if you're only paying $3000 of a bill I would just save up to $400 a month and pay the whole thing, you know what I mean? And she goes, well I can send you a form that will, you know, give you additional.
[AGENT][NEUTRAL] 400.
[CUSTOMER][NEUTRAL] Cash back or whatever she said and that's how I got your phone number.
[AGENT][NEUTRAL] Right, I understand that.
[CUSTOMER][NEUTRAL] So I mean, should they've sent you that claim and not the hospital bins the hospital already sent them the claim and they paid part of it like I'm, I'm confused now.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] I mean, if you like, I can call Business Workers of America together. That's not an insurance company, that's an employer. So who paid, that's what I'm not understanding, but your your
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, my insurance card says PHCS and then it has um I NovaCare.
[AGENT][NEUTRAL] Yeah, see, none of that is APL. So the PHC or PCHS did they make a pay, like there's something that's missing, but the customer support is not the insurance company, that's the customer support for the group, the employer, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because even your your premium here is only $27 so I don't even know where the, something is missing here. Let me, if you don't, if you like, I can reach out to member services and see if we can get some clarity, but either way it goes, there's no claim filed here with APL.
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] Right, yes, please.
[AGENT][NEUTRAL] OK, um, do you mind if I place you on just a brief hold while I call on the other line?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEGATIVE] I don't, I don't, I don't understand.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time for customer support, press 2. For agent support, press 3. For claim support, press 4.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time. For customer support, press 2. For agent support, press 3. For claim support, press 4. If you are a provider, please.
[CUSTOMER][NEUTRAL] This is [PII], how can I help you?
[AGENT][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from American Public Life. How are you?
[CUSTOMER][NEUTRAL] Doing well how are you?
[AGENT][NEUTRAL] I'm doing well. Um, I have a, well, we have a mutual member on the line with us. I'm trying to help him with the claim status, um, but he's saying he spoke to someone in member services and a claim was paid for, but
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] The claim has not been received to APL, so I'm just trying to get some clarity so I can give him some clarity.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Of course, what's the member ID?
[AGENT][NEUTRAL] It is 241-8009. 0, you know what, that's his policy number with us. Hold on. 281.
[CUSTOMER][NEUTRAL] Yeah, that, OK.
[AGENT][NEUTRAL] 5259999
[CUSTOMER][NEUTRAL] OK, our member ID start with a 6 or M as in Mary?
[AGENT][NEUTRAL] Mhm. This is a 681, is that not?
[CUSTOMER][NEUTRAL] 00 I'm sorry, I copied 281, my, my apologies and then so so it's 681-525-999.
[AGENT][NEUTRAL] Oh, no, you're fine.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what is the date of birth?
[AGENT][NEUTRAL] Uh, hold on one second.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And then um which claim or uh what's the date of service and the bill amount?
[AGENT][NEUTRAL] OK, so that's what I'm calling about. Um, the bill amount is, you said about 12 or 13,000, right, Mr. [PII]? I mean, [PII], sorry. OK, so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't know the data service because there is no claim on file for for APL.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] There's an amount I can maybe help with.
[AGENT][NEUTRAL] But I just don't understand because he's
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, let me let you find it first.
[CUSTOMER][NEUTRAL] What's the amount?
[AGENT][NEUTRAL] You said it's 13,000?
[CUSTOMER][NEUTRAL] Uh, it, I think it was initially like 15,000, and my portion was 12,000 or something that was just one claim, but there's multiple ones. OK, so for this one, yes, the original, it was on the date of services 2-8-24. It was originally billed for $15,393.30.
[CUSTOMER][NEUTRAL] We received the claim on [PII]. The claim was processed on [PII].
[CUSTOMER][NEUTRAL] It received a 20% adjustment.
[CUSTOMER][NEUTRAL] So the allowable amount in patient responsibility is $12,314.64.
[AGENT][NEUTRAL] So, who, what company is this that I'm speaking with?
[CUSTOMER][NEUTRAL] We are medical bill repricer.
[AGENT][NEGATIVE] OK, cause, cause I'm like, well, who is the insurance company because we're the insurance company, and we don't have anything. OK, so this is repricing. So then at what point is it?
[CUSTOMER][NEUTRAL] Yeah, we're the claims department.
[AGENT][NEUTRAL] So at what point is it, is it been sent to APL for us to finish processing or how does the, does he need to tell the provider to file the claim with us?
[AGENT][NEUTRAL] I've never experienced this before, so I'm, I'm not sure how to navigate it because we don't have a claim on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So the claim has already been processed so we can get this ELB sent over to you or we could get it sent to the provider or whoever we need to get it sent to.
[CUSTOMER][NEGATIVE] The, the last lady I well the last couple times I talked to somebody, they said that they could send me over a form to fill out to get additional coverage or something like that and that's what sparked this whole thing is I've already done that.
[CUSTOMER][NEUTRAL] And she was like, oh well you need to call this number OK OK you spoke with me earlier, yes, and then I told you to call APL because he filled out his hospital indemnity form.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And he was calling to follow up with y'all on the hospital indemnity. Did y'all not receive the hospital indemnity?
[AGENT][NEUTRAL] What do you mean like the policy? Yes, he has a hospital indemnity policy that's active. Is that what you mean?
[CUSTOMER][NEUTRAL] His form where he can file for additional benefits.
[CUSTOMER][NEUTRAL] Allow me one moment, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII]. I'm a supervisor here. Who am I speaking with from APL?
[AGENT][NEUTRAL] My name is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII], how are you?
[AGENT][NEUTRAL] I'm fine. Um, I don't know why she got a supervisor. I'm just trying to get some clarity. So,
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] The insured gave us a call.
[AGENT][NEUTRAL] Um, saying that he was told to call APL to check on his hospital indemnity.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Additional coverage. He has a hospital indemnity policy with us. What additional coverage like
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So APL is his secondary benefits to his plan. It's a group policy bundled with other benefits through us, BWA.
[CUSTOMER][NEUTRAL] And the member filed, go ahead.
[AGENT][NEUTRAL] So what
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] So the member filed on his additional benefits with y'all on [PII] when we sent it over and that's what he needed to check on is if he was gonna be receiving any payment from it or if it was something that was payable so that's why he was sent over to y'all was to check on his claim.
[CUSTOMER][NEUTRAL] Separate from us.
[AGENT][NEUTRAL] Right, but this is a different claim than he's calling about. This is, so there's a claim that y'all have that's like $15,000. The APL has never received that claim. So that's the claim he's calling. I already gave him the claim status for this, but this is not what he's calling about. He's calling about the
[AGENT][NEUTRAL] 15, yeah.
[CUSTOMER][NEUTRAL] The 15,000 OK.
[CUSTOMER][NEUTRAL] OK, so I mean the member the member was referencing the claim he already filed, which is why he was sent to you off. He would have let the rep know that it was a different claim that he needed to file on or hasn't filed on, he wouldn't have been sent to you.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] We just went off the information that we were given sorry.
[AGENT][NEUTRAL] No, that's fine. So I'm just trying to figure out, is there anything else that APL needs to do because when he was saying the additional benefits, I'm like, what additional benefits do you have the policy with us? I don't know anything else extra, but but OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, no, yeah, it's a group plan and that's why, that's why it was referenced that way, but no y'all will not need any to do anything until we get the form to him and he files on this one that he needs and then of course you would go from there with your claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I filed that form last year.
[CUSTOMER][NEGATIVE] No, the one from [PII] that we submitted to APL was not for this 15,000. We've only received one from you and it wasn't for this one.
[CUSTOMER][NEUTRAL] No, there were 2 of them that I sent in the exact same time.
[AGENT][NEUTRAL] Oh, now I get it.
[CUSTOMER][NEGATIVE] Sent me two different forms and I filled them both out and sent them back the exact same time.
[CUSTOMER][NEUTRAL] Do you see the the other one he's referencing [PII]?
[AGENT][NEUTRAL] Well, no, APL is only, we've only processed one claim, but it is from August.
[CUSTOMER][NEUTRAL] I filed it myself on [PII], yeah.
[AGENT][NEUTRAL] We got it [PII].
[AGENT][POSITIVE] Yeah, that's the day we got it.
[CUSTOMER][NEUTRAL] Yeah, there was one for $5000 and then there was one for the big one for $15,000. I did them all the exact same time.
[CUSTOMER][NEUTRAL] Uh, we only received one, which means we only filed one. Do you remember? Did you send it? It's been a while. Did you send it via fax or email to us? Email.
[CUSTOMER][NEUTRAL] Interview right now.
[CUSTOMER][NEUTRAL] Email? OK, alright, I had to walk over because I've got something going on in my office. Let me go back. I'm gonna put you all on a brief hold really quick OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's still my.
[AGENT][POSITIVE] I'm so sorry for all this confusion. I, I
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm like, I only see one.
[CUSTOMER][NEGATIVE] So I pay, I pay way too much money to be screwed around like this. It's absolutely ridiculous.
[CUSTOMER][NEUTRAL] They sent me two different forms at the exact same time I filled them out at the exact same time and sent them back together.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it sounds like they, they got the form for August and that's the one that we have here, but they
[AGENT][NEUTRAL] The other one is the form that she's looking for and then if they do have it, they'll send it to us and then we'll go ahead and process that one. OK. I'm like,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, because I had to go through my bills and get the ID numbers and all that other crap off of both of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To fill out the forms that talking about.
[CUSTOMER][POSITIVE] OK, I'm so sorry about that. I did go back and look in our customer support email and I only see the one from [PII] that we filed on that I received.
[CUSTOMER][NEUTRAL] So if you do still have it where you sent it if you could forward it we can get it taken care of or whatever I need to do but I don't show that I've actually received it that's why I only filed one.
[CUSTOMER][POSITIVE] That's funny. Uh, who would it have been emailed to?
[CUSTOMER][NEUTRAL] The email would have been the customer support and then the at sign the number 4 [PII].
[CUSTOMER][NEUTRAL] For support what?
[CUSTOMER][NEUTRAL] [PII] the at sign and then the number 4.
[CUSTOMER][NEUTRAL] Member
[CUSTOMER][NEUTRAL] [PII] and member is singular.
[CUSTOMER][NEUTRAL] I'm gonna look through my email real quick.
[AGENT][NEUTRAL] And what was your name? I'm sorry, from um member services?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][POSITIVE] All right, thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome and I'll work for BWA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just in case you need that for your notes.
[CUSTOMER][NEUTRAL] I wanna have it in here because I delete all my emails every start of the year.
[CUSTOMER][NEGATIVE] OK, so you won't, you don't have the form and stuff at all because it didn't it your email reset because I can resend it but obviously I just didn't want you to have to start all over because I know that's a pain in the butt.
[CUSTOMER][POSITIVE] But I can definitely, you know, get it right over to you and you can file it.
[CUSTOMER][NEUTRAL] Uh, hold on. Because it obviously would have came from the same email if you send them both on the same day it would have came from the same email, right? Because that's what I looked by in my emails, OK, OK. 23.
[CUSTOMER][NEUTRAL] Spell that again for me.
[CUSTOMER][NEUTRAL] 723 is when they were sent.
[CUSTOMER][NEUTRAL] I received it on 887.
[CUSTOMER][NEUTRAL] I filed it the same day via fax to APL or our portal one.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Just the paperwork.
[CUSTOMER][NEUTRAL] There's the paperwork you sent me.
[CUSTOMER][NEUTRAL] Sorry, I'm locked in.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, so this one is the one I sent.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm going back to.
[CUSTOMER][NEUTRAL] Do you need me to send the form again or?
[CUSTOMER][NEUTRAL] Yeah, because mine's only going back to.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Like May
[CUSTOMER][NEUTRAL] OK, I can definitely, I mean, it's just like starting all over and I mean I do apologize for that but we'll we can definitely email it you send it over to the email that I provided it'll also be on the cover photo like usual as soon as I get it I'll fax it over to APL or port put it in the portal so it can get processed as soon as possible.
[CUSTOMER][NEGATIVE] Alright, what other, I, I don't even have the bills anymore though, so I don't have like the codes and all that stuff that you guys.
[CUSTOMER][NEUTRAL] Ne
[CUSTOMER][NEUTRAL] Uh oh, OK, well that will have to be requested from wherever you do you have a portal with them with the doctor or hospital? You might be able to upload it from there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But that autoized statement will make it a lot, you know, make the claim process a lot quicker if they don't have to send you a denial due to limited information.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I did go ahead and send that over to you as well via email.
[CUSTOMER][NEUTRAL] All right, do you have any other questions for me right now?
[CUSTOMER][NEUTRAL] Uh, no, that should be. Miss [PII], is there anything else you need from me?
[AGENT][POSITIVE] No, I'm good to go as long as he's good.
[CUSTOMER][POSITIVE] OK, thank you so much for calling y'all have a good day.
[AGENT][NEUTRAL] All right, you too. And [PII], is there anything else I can help with?
[CUSTOMER][POSITIVE] Thank you yes.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, I appreciate your help though.
[AGENT][POSITIVE] You're very welcome and thanks.
[CUSTOMER][NEGATIVE] I, I just sent them over at the exact same time they only received the smaller one.
[AGENT][NEUTRAL] I'm not sure either, and I was, I was not familiar with that process, so I'm sorry for the confusion, um, but as soon as they receive it and we and they send it to us, we'll go ahead and process it.
[CUSTOMER][POSITIVE] All right I appreciate it thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.