AccountId: 011433970860
ContactId: 73ff5f6d-65f3-4549-ba93-e1ae07ab8f22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2061148 ms
Total Talk Time (AGENT): 587444 ms
Total Talk Time (CUSTOMER): 1048516 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/73ff5f6d-65f3-4549-ba93-e1ae07ab8f22_20250319T13:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII] in customer services. How are you?
[AGENT][POSITIVE] My buddy, how you doing? Hey, wait a minute. Happy birthday.
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's like I saw that and I've been meaning to.
[AGENT][POSITIVE] Put happy birthday on your Facebook and uh, oh wait, she's calling me. Happy birthday, [PII], my beach bud.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][NEUTRAL] What you got?
[CUSTOMER][NEUTRAL] I've got [PII] on the phone. He's wanting to.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] OK, never mind, go ahead.
[CUSTOMER][NEUTRAL] He's wanting to know uh if we've paid any claims yet and how much it is and how much we're gonna claim.
[AGENT][NEUTRAL] Right. OK. Well, what's his policy number? I can talk to him again today.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's 256-603-0.
[CUSTOMER][NEUTRAL] And I verified all his information.
[AGENT][NEUTRAL] I know you did.
[CUSTOMER][NEUTRAL] I know and he, he, I, I said he must have called a bunch of times because when I asked if he could verify his information he just started rattling off her birthday, address, phone callback number.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, but he knows the, the scene.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, yeah. All right, well, let me know when you're ready.
[AGENT][POSITIVE] All right, I, I am ready. Thank you. I appreciate it.
[CUSTOMER][POSITIVE] All right, thank you, and here he is.
[AGENT][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mr. [PII]. Hi, this is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine, man. How are you doing?
[AGENT][POSITIVE] I'm doing well. I spoke with you yesterday. How are things going today for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm doing right now. Oh, the question I was going to ask you, have y'all paid anything on my bills?
[AGENT][NEUTRAL] As of right now, we have not. Now you're
[AGENT][NEUTRAL] Claim is still under review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they have not.
[AGENT][NEUTRAL] Completed the processing yet. They have requested medical records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did that already.
[AGENT][NEUTRAL] And once we received those back now we did receive a document on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once we receive those back, we will continue processing the claim. And that's for that first occurrence benefit.
[CUSTOMER][NEUTRAL] OK, a 4
[CUSTOMER][NEUTRAL] OK, now, um.
[CUSTOMER][NEGATIVE] For $4000 I have to pay how much cause I gave them a $100 down, they send me a payment plan for for 2 years, $160 a month.
[CUSTOMER][NEUTRAL] That's for my radiation treatment.
[AGENT][NEUTRAL] Now that was gonna be, um, now we can go over your benefits on the policy, but
[CUSTOMER][NEUTRAL] OK, yes, ma'am. Could you?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me get that policy pulled up. Have you received a copy of your policy?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] So, let me check one other thing for you.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] I know I send you some stuff on the [PII], [PII], and I'll send y'all some stuff in March.
[AGENT][NEUTRAL] Yeah, I see those documents and I do see that you have that online account. Did you say that you were having trouble logging in with your password?
[CUSTOMER][NEGATIVE] Yeah, I tell I try to put my prayers to keep kicking me out of it. And then I try to reset it. It just won't let me do anything after that. It tells me to call y'all. It has y'all phone numbers at the bottom. I was like, OK, I don't know what's going on.
[AGENT][NEUTRAL] I got you. Would you like for us to mail you a copy of your policy so you can view the benefits and what's covered?
[CUSTOMER][NEGATIVE] Oh, you got mad, you got, yes, ma'am.
[AGENT][NEUTRAL] And of course that's at [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm. Yes, ma'am.
[AGENT][NEUTRAL] You say it's [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[AGENT][NEUTRAL] No no.
[AGENT][POSITIVE] Thank you. OK, so you.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] Cause a lot of money I've been paying for myself.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I've been out like $400 a month.
[AGENT][NEUTRAL] And I know that's tough. That's a lot of money.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, you do have a benefit on your policy for radiotherapy, chemotherapy, or and immunotherapy. And that benefit amount for a 12-month period is $20,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now that is a verification of coverage on your policy, not a guarantee of payment, and I'm going to request customer service send you a copy of your policy.
[AGENT][NEUTRAL] And that way you'll have it if you're having um internet issues or the site is having trouble, you'll have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, where you can pull it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now the other thing I was gonna ask you, ma'am, uh, so if I don't, if I get it if they said no we're not paying anything, then I got to pay for everything myself.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And so do we go from there. Do I have to keep the policy, I relates to the policy but y'all.
[AGENT][NEUTRAL] Mm, that would be whatever you determine.
[AGENT][NEUTRAL] That would be up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So basically just, it's up to y'all to see what we can pay, we can't pay anything and we can pay some stuff.
[AGENT][NEUTRAL] Right, it depends on the medical records that we received. Now, your policy was just active on [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So because it it is, it is a new policy with a diagnosis of cancer, they do have to check for um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any exclusions, they will need to check to see if the diagnosis was after the policy was active. Um, so that's why they're requesting this medical records.
[AGENT][NEUTRAL] And it's just, it's just the process that we have to go through for insurance.
[AGENT][NEUTRAL] To verify it's not pre-existent.
[CUSTOMER][NEUTRAL] OK. Like I said, I didn't know I had until January. When I got my cancer insurance, it was like 3 or 4 weeks after I found that I had cancer.
[AGENT][NEUTRAL] Yeah, and that's what that information is going to confirm so that we can continue processing. But we just have to get that information from your doctor back so that we can continue processing the claim.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK, what do, what do I need from the Doctor [PII]?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] It's Arkansas prostate cancer?
[AGENT][NEUTRAL] Center
[CUSTOMER][NEUTRAL] I saw you all, well, that, yeah, uh, that's already in there. That that that got sent back in February, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] And Doctor [PII]'s office.
[AGENT][NEUTRAL] But we, we have contacted them to request those records. We have not received them.
[CUSTOMER][NEUTRAL] Mhm, I said that to him.
[CUSTOMER][NEUTRAL] No, I mailed, I faxed them to y'all.
[CUSTOMER][NEUTRAL] Back in February.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Cause let me tell you what happened. The school they gave me.
[CUSTOMER][NEUTRAL] The cancer insurance policy, they looked at it though, the lady when she said faxed them, she said she emailed me some stuff, right, but it was through Allstate. It went through y'all, so I had to go back and I kept calling Allstate. They said they never heard of me before. And then I looked at the book and it had y'all had APL on it.
[CUSTOMER][NEGATIVE] So when I talked to him, like I said, it messed me, it, it messed me up.
[CUSTOMER][NEUTRAL] So that's when I have to send y'all all my medical records y'all didn't get to the [PII] because
[CUSTOMER][NEGATIVE] They messed me up, telling me, so when I called the number.
[CUSTOMER][NEUTRAL] Somebody gave me Allstate.
[CUSTOMER][NEUTRAL] Instead of y'all.
[AGENT][NEUTRAL] Oh my goodness. And you've been through all that with going through all this diagnosis too?
[AGENT][POSITIVE] Bless your heart. That is a lot.
[CUSTOMER][NEUTRAL] Uh-huh, yeah. Uh-huh, yeah, cause I kept saying Allstate and I kept calling Allstate ain't never heard of me before because on that book it had Allstate on there too. So I seen the Allstate number. I just started calling in and they send the stuff out to me.
[AGENT][NEUTRAL] Start Colonel.
[CUSTOMER][NEUTRAL] And then once I got it in my hand, I'm like, all this we never heard of you before.
[AGENT][NEUTRAL] Oh my goodness, and you're like, wait a minute, I've got insurance.
[CUSTOMER][NEUTRAL] I'm like, what?
[CUSTOMER][NEUTRAL] So when I called the school back and they said look, and they had APL, they had, it had all state was first, then they had y'all the second side.
[CUSTOMER][NEUTRAL] And that's when I said, oh my God. I called y'all. Y'all had all my information and that's when I faxed it over to you. But the first time they went to Allstate.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I never heard it before, but it was on the pamphlet.
[CUSTOMER][NEUTRAL] I'm thinking it was a thing.
[AGENT][NEUTRAL] I I would have to.
[CUSTOMER][NEGATIVE] Yeah, so that's what that got me thrown off.
[AGENT][NEUTRAL] I sure would have. Let's see. Hang on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you go back in [PII], look at the paperwork, you'll see like the [PII], [PII] on it.
[CUSTOMER][NEUTRAL] When they found it in me cause my PhD level kept going up, the doctor said, well, we gonna get a prostate. We gonna send you, get you see checks to see if you got cancer.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And you'll see it on that paperwork the day I went to do my biopsy.
[CUSTOMER][NEUTRAL] And that's when like boom.
[AGENT][NEUTRAL] And have you sent in the uh claim form with your
[AGENT][NEUTRAL] Past medical history?
[CUSTOMER][NEUTRAL] Oh, y'all got all that stuff.
[CUSTOMER][NEUTRAL] Y'all got when I've seen the doctor for my PH level. Y'all got the, the medical stuff that I sent y'all was like for when I had my knee pain and stuff like that. It wasn't for the cancer at that time until January. We have to go do that. Then y'all got all that when I did the biopsy and they found the cancer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And also
[CUSTOMER][NEGATIVE] So that's when I thought, OK, let me call my cancer show. Like I said, they switched me up, man, gave me the wrong one. That's what y'all didn't get nothing to February. It took me that long to find out it was y'all.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] So, and also.
[CUSTOMER][NEUTRAL] Yeah, so that kind of blew me out.
[AGENT][NEUTRAL] I see that they are asking for an itemized surgery bill with diagnosis code codes.
[CUSTOMER][NEUTRAL] Go ahead, man.
[CUSTOMER][NEUTRAL] Yeah, that's been since y'all the first time too.
[CUSTOMER][NEUTRAL] Yeah I got that uh a week ago, 2 weeks ago. I got the uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so that, OK, good.
[CUSTOMER][NEUTRAL] I went and got it from them and I came back and faxed it over to y'all again, yeah.
[AGENT][NEUTRAL] Cause I'm just checking everything that we have for you, so.
[AGENT][NEUTRAL] That's, that's why I'm just asking just to see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so that threw me off cause I used to have it with you. I had, I, I did cancel insurance on favorite with job man for like 10 years.
[CUSTOMER][NEGATIVE] I never did use it.
[CUSTOMER][NEUTRAL] I don't know if it's through y'all or how do you see how long, how long y'all been out with the school districts?
[AGENT][NEUTRAL] Well, I was checking for any other policies, Mr. [PII], and this is the only policy you have with APL. So it might have been with someone else, another company, but with APL, your policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK, yeah, but
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, might have been somebody else, but yeah, they gave me Allstate and I was like, what?
[CUSTOMER][NEUTRAL] And look at that book and see outside. You gotta be kidding me. But on that book, man, I'm seeing that book when the when the women came around, it had Allstate then had y'all beside APL.
[AGENT][NEUTRAL] I can't imagine.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I would have called our state.
[CUSTOMER][NEUTRAL] I'm thinking is, I think y'all were just affiliated with Allstate. I didn't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's why I was so late getting out my paperwork because I can send it to [PII].
[AGENT][NEUTRAL] Yeah. Well, there is no time frame. It's that there's not a time constriction for submitting claim information, so you're fine with that. It's just that we need those documents and, and I don't see those documents, but we need them from the doctor. And if you wanna contact, if you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you send to y'all again. I got them at the house.
[AGENT][NEUTRAL] Actually, if you wanna contact the doctor and tell him that you called to check on your cancer claim and we're still waiting for medical records and ask them if they're sending those over to us.
[CUSTOMER][NEUTRAL] OK, let me get y'all. OK, y'all with the medical records. Like I said, I got another one at the house I got yesterday and I went to see him.
[AGENT][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] It tells me, and that's the one I sent y'all too.
[AGENT][NEUTRAL] And that would
[CUSTOMER][NEUTRAL] It says what the cancer thing's gonna cost, uh, it's like that there's like you are you look on that paper, you're gonna see something says $6700.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's from uh Doctor [PII].
[AGENT][NEUTRAL] Now, this is, we um requested from Center View surgeries. Let's see, let me see who exactly who it is because it was a different doctor. Let me see.
[CUSTOMER][NEUTRAL] You had Doctor Who and Doctor [PII].
[AGENT][NEUTRAL] Yeah, Doctor [PII]. So that if you wanna call that office and see if they're going to send that because we need it from the doctor's office. The medical records is gonna state your medical history.
[AGENT][NEUTRAL] And so that is what we're waiting for. If you wanna call them and just say, hey, look, I've got this cancer policy. I'm waiting for a claim to be processed, but they have, um, I called them. They sent you a request for my medical records and then asked them if they're gonna get that over to us or ask them if they can please go ahead and send that because we're waiting on that. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I signed up from him yesterday so let me get hold of him right now.
[AGENT][NEUTRAL] OK, yeah, I.
[CUSTOMER][NEUTRAL] And I'm, I'll put you on two ways. I call the medical record people so you can talk to them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[CUSTOMER][NEUTRAL] You can give your fax number and everything.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Could you hold, could you hold while I can call him right now?
[AGENT][NEUTRAL] Sure. Absolutely, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me add a call.
[CUSTOMER][NEUTRAL] I'm gonna add a call right now, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hear me, ma'am?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you hear that? Could you hear me, sir? Yes, sir. I'm here. OK, is she gonna ask you some questions, sir.
[CUSTOMER][NEUTRAL] OK, hello ma'am how are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] I am well and my name is [PII]. I'm with Arkansas Urology and you are?
[AGENT][NEUTRAL] [PII] and I'm with APL if we are Mr. [PII]'s uh cancer insurance provider.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, no problem. What were your questions?
[AGENT][NEUTRAL] So we have requested medical records from Doctor [PII]'s office and Mr. [PII], um, I was just telling him that we're still waiting on those documents.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] To in order to be able to process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you so let me see.
[CUSTOMER][NEUTRAL] Uh, I signed some papers yesterday to get my medical records. Yes, I come see you I fill the form. OK, so what it is then, uh, [PII], we probably need to get you in contact directly with medical records and hopefully they can get you the, uh, records today hopefully.
[AGENT][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] Um, because I'm in billing.
[AGENT][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] Yes ma'am no problem so tell you what, let me try to pioneer the call. I'm a warm transfer to let him know what's going on first. Are you guys mind holding while I get someone on the line for medical records? Go ahead sir alright thanks.
[AGENT][NEGATIVE] Not at all.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. Yes, ma'am. Hello? Hello, Mr. [PII]? Yes ma'am. OK, let me usually when with dealing with insurance we need a request from them or usually let me see what's in here.
[CUSTOMER][NEUTRAL] Oh, I signed the papers yesterday to release my medical records.
[CUSTOMER][NEUTRAL] Uh, OK, yeah, the Baptist, you really, it says there's uh I'm looking in here so um.
[CUSTOMER][NEUTRAL] I see one for Baptist. Where were you at? Were you in [PII]? No, [PII], you always know the Rock.
[CUSTOMER][NEUTRAL] In [PII]? Mhm.
[CUSTOMER][NEUTRAL] OK, let me look. And then I was in [PII] yesterday too to get a treatment done.
[CUSTOMER][NEUTRAL] And that's what.
[CUSTOMER][NEUTRAL] OK, alright, so.
[CUSTOMER][NEUTRAL] Oh, OK, let me see here, uh, they did send it to me.
[CUSTOMER][NEUTRAL] And um I can't send it because those records are not closed yet from yesterday. OK.
[CUSTOMER][NEUTRAL] So I do not have that. So who is [PII]?
[CUSTOMER][NEGATIVE] That's you, is that you, right? Yeah, I'm on the phone. I got the my insurance policy. They, that's what they, that's holding up my stuff getting paid. It's not correct.
[CUSTOMER][NEUTRAL] Can you hear me, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. OK.
[AGENT][NEUTRAL] Hi, I'm with the, I'm [PII] with APL. How are you doing today?
[CUSTOMER][NEUTRAL] OK, I'm good. Um, I was just telling him, Doctor, Doctor [PII] has not closed out his notes from yesterday.
[AGENT][POSITIVE] Good. And what's your name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So and I can't, I cannot tell you when that's gonna happen.
[CUSTOMER][NEUTRAL] Um, I can send him a message and hopefully he will close, go ahead and do that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was gonna look at one more thing as well. Can y'all could ma'am, could you give me y'all, y'all fax number?
[AGENT][NEUTRAL] And what is your name?
[AGENT][NEUTRAL] Yeah, and what is your name?
[CUSTOMER][NEUTRAL] It's [PII], but being with insurance we usually request that the insurance we don't just send things to the insurance company um we usually request uh if you know something from the insurance company to send it.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Now, we did send, we did send a request to Doctor [PII]'s office on [PII].
[AGENT][NEUTRAL] For medical records.
[CUSTOMER][NEUTRAL] Let me look and see in here.
[CUSTOMER][NEUTRAL] I got one. I do see one that was done on um this was done on [PII], and those go to went to the psy to do and or what's that about now and they've already done it they did it on the [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Of March
[CUSTOMER][NEUTRAL] Yes, but we didn't get it until the [PII]. It means Bridge got down the closet. Thanks, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am not showing that we received them. Did they, do you know if they mailed them to us?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Well they'll send an invoice and then you have to go online and look at their invoice. I do know that um through them and then they release them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'm gonna, I need to, uh,
[CUSTOMER][NEUTRAL] I'm gonna call somebody about this because um.
[CUSTOMER][NEUTRAL] Mm, let me look here, where are y'all located at?
[AGENT][NEUTRAL] We're in [PII].
[CUSTOMER][NEUTRAL] You're in [PII], OK.
[AGENT][NEGATIVE] Mhm, I do see that on the [PII] we did have an uh uh one of our adjusters reach out to Datavan. They were unable to connect with them. It says they were on the on hold.
[AGENT][NEUTRAL] For more than 20 minutes.
[AGENT][NEGATIVE] And they were unable to connect.
[CUSTOMER][NEUTRAL] Yeah they're not in our, yeah they're not in our office.
[CUSTOMER][NEUTRAL] Uh, you do have to, yeah, I was on hold for a long time when I had to call him too.
[CUSTOMER][NEGATIVE] I will be honest with you. I had to be on hold with them a long time.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], I see where I just spoke with you on the [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, did you, um, do you have the [PII] number?
[AGENT][NEUTRAL] For that event,
[CUSTOMER][NEUTRAL] That I gave, yeah.
[AGENT][NEUTRAL] Um, let's see if it's in these notes. I'm checking. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, that's the one that I have they see they're under that new management and we've had issues with them, but I need to.
[CUSTOMER][NEUTRAL] I need to ask.
[CUSTOMER][NEUTRAL] About this, um,
[CUSTOMER][NEUTRAL] Can ask your question, ma'am?
[CUSTOMER][NEUTRAL] Yes. I have [PII] uh Baptist My chart and a lot of this stuff shows up on there.
[CUSTOMER][NEUTRAL] And ours isn't Baptist. It's not Baptist, we're not Baptist. It's under uh [PII] Health. OK, well, a lot of my stuff from Doctor [PII] goes on there too.
[CUSTOMER][NEUTRAL] Well if it was done at the hospital, then yes, but the, the records here are not on my chart they're under Athena Health and um we do have your email address is [PII]. Yes ma'am.
[CUSTOMER][NEUTRAL] OK, now I do see that you logged in on [PII]. Do you still have your log in? Yes, so my chart.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, well, no, it's not my chart. It's not my chart, it's Athena Health. I think no, I I never could get that one that right for me.
[CUSTOMER][NEUTRAL] Well I'm gonna send you, I'm gonna send you a new link to your email so while we get on there.
[CUSTOMER][NEUTRAL] So you should be able to get every you should be able to get everything from there but except for yesterday's visit everything should be on there um.
[CUSTOMER][NEUTRAL] Now are you applying for insurance or is this a is the client I have cash. It's it's it's a I always have cash insurance with them. They just need those records so they can start paying some of my bills.
[CUSTOMER][POSITIVE] Yes, OK, I'm gonna go in here and make sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sometimes, uh,
[CUSTOMER][NEUTRAL] I noticed that there's not some records that aren't on the portal and I try to always check to make sure that they're on there, uh, the doctor here is usually pretty good about it. I don't see anything that wasn't.
[CUSTOMER][NEUTRAL] Put on there.
[CUSTOMER][NEUTRAL] So I mean you can go on there and see. OK.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And you can, I mean, you can get your records and send them that way to your insurance company if you want. OK, so I'm to fax it, I mean, in some places, I mean.
[CUSTOMER][NEUTRAL] They, um,
[CUSTOMER][NEUTRAL] They share, you know, but no, not everything of anything that's done in our clinic is not under my chart.
[CUSTOMER][NEUTRAL] So that would be the only I, I know a lot of people they since they went to [PII] and we're our doctors perform procedures there uh a lot of people think we're on their My chart but we're not.
[CUSTOMER][NEUTRAL] So try try getting it that way and I think I'm gonna need to um.
[CUSTOMER][NEUTRAL] Contact I'm gonna talk contact somebody about this request as well.
[CUSTOMER][NEUTRAL] Because I'm wondering.
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEUTRAL] The further, further actions on this, but
[CUSTOMER][NEUTRAL] As far as I can send a message to um.
[CUSTOMER][NEUTRAL] The psyu person.
[CUSTOMER][NEUTRAL] Maybe or that that person that did this.
[CUSTOMER][NEGATIVE] And let me reopen this so the problem is.
[CUSTOMER][NEUTRAL] You have not received an invoice or anything.
[AGENT][NEUTRAL] We have, let's see, we sent a medical request to your office.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't think we've
[CUSTOMER][NEUTRAL] But the online so that event usually what I understand is once they do this because she's done it.
[CUSTOMER][NEUTRAL] OK, on [PII].
[CUSTOMER][NEUTRAL] Uh, she did it and it was processed. They'll send um an invoice like to maybe an email or something that's on here.
[CUSTOMER][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] Once that invoice is paid.
[CUSTOMER][NEUTRAL] Then they released the records, but I think when I talked to you, didn't you say you already paid, wasn't it already paid?
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] Hang on just a second, let me hang on just a second.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] I'm, I'm asking the adjuster because she was the one that spoke to you on the last time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um see if that was paid.
[CUSTOMER][NEUTRAL] It says please fax, it says please fax or mail.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It says Oklahoma on here.
[AGENT][POSITIVE] Right, right. And it, and all medical records can be faxed as well. Our fax is secured.
[CUSTOMER][NEUTRAL] So I'm not sure how they, they usually.
[CUSTOMER][NEUTRAL] Just release them by fax I thought but if it's some I'm just talking about I got in now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now which one she said she looking for billing payments or which one would she be looking man, which one would you be looking for?
[AGENT][NEUTRAL] Medical records.
[AGENT][NEUTRAL] That's gonna be your medical history.
[CUSTOMER][NEUTRAL] OK, I'm on all my medical records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I've got the adjuster that you spoke with a couple of days ago. Well, actually, on the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Because they usually whatever from what I understand whatever how it's requested to be sent, that's how they send it. I know usually they always mailed everything but not anymore. I and I can't tell you what they did because that's not noted in here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We just need to get those records so we can help Mr. [PII] take care of some of his.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, I'm going to actually let me call my um.
[CUSTOMER][NEUTRAL] Supervisor.
[CUSTOMER][NEUTRAL] About this or one of the supervisors because.
[CUSTOMER][NEUTRAL] Um, uh, it's done, it's just y'all finding it basically.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][POSITIVE] So we need to help you all get that where where it's been, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So let me uh call them and see if we can't reach out to Datavan and have this um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This resent or sent to you or to find out why you're not seeing it, OK? And um.
[AGENT][NEUTRAL] Yeah, and do you have our fax number if in case Dat needs it if they send them?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's on the, it's on the request. It's on here. I see it like it's on here like twice. I've seen, I'm scrolling through here and I've seen it twice on here so I mean it's not, it's very noticeable, you know, it's not like it's um micro small and uh and believe me, I wear glasses so you know um and if it's real small, I have to blow it up big to see it so but it's not micro small and.
[AGENT][NEUTRAL] OK, it is. Yeah. Just wanted to make sure.
[AGENT][POSITIVE] Yeah, good.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They, they know they know but let me kind of reach out to a couple of people and see if we can't get this taken care of, OK?
[AGENT][NEUTRAL] Do you mind giving Mr. [PII] a call after you um
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just to let him know the answer cause
[AGENT][NEUTRAL] Or if you send it, would you mind giving him a call back and letting him know?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you OK with that, Mr. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am I'm fine with that.
[CUSTOMER][NEUTRAL] Let me um
[CUSTOMER][NEUTRAL] And your phone number, Mr. [PII]? [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, let me see what I can do for you to get this moved along, OK? Alright, thank you ma'am appreciate you. Oh, you're welcome you're very welcome. Oh thank you.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate your assistance. All right, Mr. [PII], if you don't mind staying on the line.
[CUSTOMER][NEUTRAL] Uh-huh, mhm.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Alright bye bye yeah.
[CUSTOMER][NEUTRAL] When I go home for lunch, I'm gonna pull up my Arkansas Baptist Health chart thing. I'm gonna see if I can find it for you again.
[AGENT][NEUTRAL] OK. And, but, yeah, that's what we need. It's got the medical history, the notes from the doctors, that's what your medical records are. It's not um billing or anything like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I got my medical records from [PII] and I know I faxed them over, so I just had to fax them over again.
[AGENT][POSITIVE] OK. All right. Well, hopefully, we'll, we're, we're trying to get everything we need to get you taken care of. We just gotta get it.
[CUSTOMER][POSITIVE] Uh thank you, man.
[CUSTOMER][NEUTRAL] Yeah, I know. It's not your fault.
[AGENT][NEUTRAL] So, all right.
[CUSTOMER][NEUTRAL] I don't blame you. I'll talk to you later, man.
[AGENT][POSITIVE] Anything else I can help you with? All right. Thank you for calling APL. Hope you have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] OK