AccountId: 011433970860
ContactId: 80fbea05-3090-46ae-a9ea-d139fa4ae244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1725500 ms
Total Talk Time (AGENT): 627159 ms
Total Talk Time (CUSTOMER): 604295 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/80fbea05-3090-46ae-a9ea-d139fa4ae244_20250403T15:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Good morning. How are you doing today?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you today?
[CUSTOMER][POSITIVE] I'm doing well myself. I just have a few questions. My name is [PII].
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um, and I had submitted a few claims and I noticed that two of them were paid and then the other one said 0 so I just wanted um to see what was going on with that one.
[AGENT][POSITIVE] Well, it would be a pleasure to assist you, Miss [PII]. Do you have a a callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number available?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, uh, yes, it's 01057109.
[AGENT][NEUTRAL] Excuse me, thank you. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] It's [PII] and my mailing address is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let me take a look, bear with me just one second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I'm looking.
[AGENT][NEUTRAL] And I'm seeing that on [PII], of course, we paid your disability benefit. Now, we had two other documents.
[CUSTOMER][NEUTRAL] Yeah, not that one, yeah.
[AGENT][NEUTRAL] We had 2 other documents that were submitted, but those were placed on your hospital indemnity policy.
[CUSTOMER][NEUTRAL] Go ahead, sorry.
[AGENT][NEUTRAL] And processed and paid.
[CUSTOMER][NEUTRAL] OK, cause I had 2 wellness, 2 wellness claims and then 1 was the hospital indemnity for my surgery.
[AGENT][NEUTRAL] So that what they did was they um put those two documents for DeSoto Memorial Hospital.
[AGENT][NEUTRAL] For 1210, 24?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the hospital indemnity policy and we pay 250 on that for your MRI.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Then let me go back and see what the other one was.
[AGENT][NEUTRAL] Um, then we were able to pay the $250 towards your CT scan on 228 $25. And that, those were on your hospital indemnity policy. So it looks like they came in on your disability policy, so we just put them on the correct policy for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And processed and paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's one that's labeled on the, I'm looking at my thing right now. It says lump sum cancer policy, but I did not um submit anything from cancer.
[AGENT][NEUTRAL] Let's take a look at that one.
[CUSTOMER][NEUTRAL] The other thing that I submitted was my bill from Sarasota Memorial.
[CUSTOMER][NEUTRAL] My UBO4 form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my surgery.
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] We're gonna look at all of it for you. How about that?
[CUSTOMER][POSITIVE] Yes, ma'am. I appreciate it.
[AGENT][POSITIVE] Well, sure, not a problem.
[AGENT][NEUTRAL] And do you know what that data service was?
[CUSTOMER][NEUTRAL] Um, my surgery date was [PII].
[AGENT][NEUTRAL] I'm just going back and forth and checking everything, so bear with me just one moment.
[CUSTOMER][POSITIVE] Yes, ma'am, take your time.
[AGENT][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] I'm looking to see where they put that [PII].
[AGENT][NEUTRAL] Let me check this one.
[AGENT][NEUTRAL] OK, I don't see it on your hospital indemnity policy.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Check just to make sure cause I see you have an accident policy just checking.
[AGENT][NEUTRAL] See if I can locate it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's not on your accident policy.
[CUSTOMER][NEGATIVE] There's a lump sum cancer on here. Will you check the cancer because there's a lump sum cancer on here, and I did not submit anything under my cancer plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was the 228 for your wellness, but that was placed on your um.
[AGENT][NEUTRAL] Indemnity, I think.
[AGENT][NEUTRAL] Yeah, that was put on your hospital indemnity policy. A lot of times they will, um,
[AGENT][NEUTRAL] If there's a policy that could be considered on a
[AGENT][NEUTRAL] Any other type of policy they will go ahead and put that document on those policies to see if there's a benefit payable through that department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So that's probably what happened, but I'm still looking for that [PII] data service and I don't see it.
[AGENT][NEUTRAL] Did you upload that on your disability?
[CUSTOMER][NEUTRAL] Hm, I submitted it.
[CUSTOMER][NEUTRAL] Um, I'm almost sure I did because I did them 3, I did the 2 wellness ones, one for the CT, one for the MRI, and then I did the
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The hospital.
[CUSTOMER][NEUTRAL] This one, it's uh so, yeah, the, cause my receipt, my confirmation, I have a confirmation number here that I printed out, so I know I submitted it.
[AGENT][NEUTRAL] Yeah, what's the confirmation number if you don't mind? Just the um last 5.
[CUSTOMER][NEUTRAL] It's 0
[CUSTOMER][NEUTRAL] Yes, ma'am. It is O as in Oscar, S as in salt, C as in cat, 95244.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It says that they put that on your hospital indemnity. Was it for a hospital stay?
[CUSTOMER][NEUTRAL] Yes ma'am, I had surgery.
[AGENT][NEUTRAL] Oh, and you stayed overnight.
[CUSTOMER][NEUTRAL] I stayed overnight, yes.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][POSITIVE] I know, it was, it's not just, but it was a hysterectomy that I needed.
[AGENT][NEUTRAL] Oh, don't you feel better?
[CUSTOMER][NEGATIVE] I do. I had fibroids. They were like giving me heartburn. They were so big in my stomach.
[AGENT][POSITIVE] Pleasure. I've been, I've been through that, so I, I'm like, I just feel so much better afterwards. I didn't know it would make you feel better, you know.
[CUSTOMER][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I know, I know, because when they told me it was my fibroids that's causing all these issues, I said, how can it be my fibroids are down here. And then they were like up to my, in the middle of my belly and I'm like, oh, it's time to do something.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So they only show, I'm looking at that bill from the hospital. There's no room charges, just an operating room. So it shows to be as an outpatient. Do you know um like what time you might have gone in and left?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, I got there at [PII] on the [PII].
[CUSTOMER][NEUTRAL] And I left um the next day.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Probably late morning [PII].
[AGENT][NEUTRAL] Um, do you
[CUSTOMER][NEUTRAL] I could probably find information on the patient portal, ma'am, go ahead.
[AGENT][NEUTRAL] Yeah, I was gonna say also if you have your dismiss uh your discharge information, they may have the time that you were admitted to the time that you were discharged.
[CUSTOMER][NEUTRAL] [PII], let me look.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII]. It just has my discharge.
[CUSTOMER][NEUTRAL] Fine, wait, that's not my discharge time. Let me see.
[CUSTOMER][NEUTRAL] I said at [PII] [PII] but I didn't don't see a time on there.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But discharge, I know the nurse printed my papers at.
[CUSTOMER][NEUTRAL] The last update was [PII] at [PII], but it didn't say what time I left.
[CUSTOMER][NEUTRAL] But it was about, I know it was just before [PII].
[CUSTOMER][POSITIVE] I can actually go into my the patient portal.
[AGENT][NEUTRAL] Yeah, see if they have anything showing a room charge.
[CUSTOMER][NEUTRAL] Might be able to find something.
[AGENT][NEUTRAL] Oh, the admission time or discharge time?
[CUSTOMER][NEUTRAL] And they did none of that was on that UBO4.
[AGENT][NEUTRAL] Not the time, it just has the date from [PII].
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the code that they used um on the hospital bill does indicate that it was for outpatient services and that's why they did not pay the inpatient benefit, but if you can get documentation from the hospital of the admission time and discharge time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a special form?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is there, is there a special form that would have that? But I know when I spoke with [PII], she, she said the UBO4, but if it was outpatient, then I would ask like for another form, but I didn't ask for those because I wasn't outpatient.
[AGENT][NEUTRAL] Right, so the hospital charges um the same type of form for inpatient or outpatient, so evidently they have coded it as an outpatient.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Charge, but that's if we can get that if you can call the hospital, the records department or something, ask for admission as a document with admission time and discharge time or showing room charges for that data service [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Then you can submit that and we'll be happy to review that as well and see if we can get that inpatient benefit paid for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. I, I was looking for the app that cause they sent me an app and it has everything on there. Um, I can't remember what the name of the app is. I have too many apps on my phone.
[AGENT][NEUTRAL] Me too.
[AGENT][NEGATIVE] And they just keep sending apps for you to log in, don't they? portal here's another portal.
[CUSTOMER][NEUTRAL] My son says
[CUSTOMER][NEUTRAL] I know. My son says, Mom, why are your apps all over the place? I said, I don't know.
[AGENT][NEUTRAL] Oh, my daughter just showed me how to put medical apps and stuff like that in one little box and I'm like,
[CUSTOMER][NEUTRAL] Together
[AGENT][NEGATIVE] Yeah, and I'm like that still doesn't help me. I'm just too old for all this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's that's probably a good idea.
[AGENT][MIXED] Yeah, it, it helps a little bit, but then I forget to look there.
[AGENT][NEUTRAL] You know what they say, can't teach an old dog new trick, you know, but I try.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Oh yeah, I, I'm there. I tried to, OK, I'm in my, I'm in the app. OK, let me see your prescription, your health record.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this the hospital for the hospital?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hospital, yes, ma'am. Not, not the Soto, Sarasota.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] Well, this one is De Soto Memorial Hospital for 12:18.
[CUSTOMER][NEUTRAL] Not for 218?
[AGENT][NEUTRAL] I mean 1218.
[CUSTOMER][NEUTRAL] 12
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, not 1218. I'm the, I was in the hospital on [PII].
[AGENT][NEUTRAL] Well, Lord, have [PII]. I do apologize. [PII]t me go back to 2218.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I don't see a claim on file for 218 just the.
[AGENT][NEUTRAL] 12:18.
[CUSTOMER][NEUTRAL] Wow, hm, no, not 12, it's 2:18.
[AGENT][POSITIVE] I am so sorry.
[CUSTOMER][NEUTRAL] And is that what came up on the confirmation number I gave you 12-18?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, that's weird.
[AGENT][NEUTRAL] I've got the um
[AGENT][NEUTRAL] Let me get back to it.
[AGENT][NEUTRAL] I'm checking the several different things for you.
[AGENT][NEUTRAL] Yeah, that was on that confirmation number. Now let me look at one other thing.
[AGENT][NEUTRAL] See if it's under this one.
[AGENT][NEUTRAL] Let me pull up the documents.
[AGENT][NEUTRAL] But this is just 228 data service I think.
[AGENT][NEUTRAL] I'm just checking all the documents to see if I can find that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Data services.
[AGENT][NEUTRAL] And this one is 228, 25.
[AGENT][NEUTRAL] It's for the CAT scan.
[AGENT][NEUTRAL] Let me check this one. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I just don't see that.
[AGENT][NEUTRAL] [PII] data service.
[AGENT][POSITIVE] And I apologize about [PII]:18 and got excited. I thought that was it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[CUSTOMER][NEUTRAL] No, it's 28.
[AGENT][NEUTRAL] So try to get, so maybe the UBO4 will have that as an inpatient stay on the UBO4. Do you have the UBO4 for [PII]?
[CUSTOMER][NEUTRAL] I do, I do, and I, that's the confirmation I gave you that I submitted, so maybe you didn't come through or something.
[AGENT][NEUTRAL] It must not have because I don't see that document. Well, let me ask you, since you've got that at the top of the of the very top line in box number 4, it says type of bill.
[AGENT][NEUTRAL] Do you see that number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, hold on. A number.
[AGENT][NEUTRAL] 4 at the top.
[CUSTOMER][NEGATIVE] Oh this thing very hard to read.
[AGENT][POSITIVE] Oh, that's all right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][POSITIVE] That's all right. That's not a problem. Uh, does it have?
[CUSTOMER][NEUTRAL] And it's, it's, it's just, it's just a number.
[AGENT][NEUTRAL] Yes, just a number. It's gonna be 124 numbers.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, that indicates an outpatient service, um, does it have a prescription for room charges listed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For room charges.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Description.
[CUSTOMER][NEUTRAL] They have some, they just have numbers and then they have recovery room.
[AGENT][NEUTRAL] OK. So they just have recovery room, I would go ahead and try to get that admission and discharge time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] And then submit that under your hospital indemnity policy.
[CUSTOMER][NEUTRAL] And that's the other thing too, when I go in to upload the forms, the only two.
[CUSTOMER][NEUTRAL] Two options I have. One just said upload files and then the other one said file a wellness claim. So do I just go on the upload files and do it and then you guys will put it where it's supposed to go?
[AGENT][NEUTRAL] Yes ma'am. You'll hit the upload file option and then it should ask you what policy like for hospital indemnity or disability or cancer lump sum or accident.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should have an option to choose.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you excuse me, when you hit that upload file option.
[CUSTOMER][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] It's just, it's under the coverage type, it should say select policy or coverage.
[AGENT][NEUTRAL] You can check multiple policies as well, but.
[AGENT][NEUTRAL] You know, if you have
[AGENT][NEUTRAL] For some reason need to submit on multiple policies you can.
[AGENT][NEUTRAL] Select all that apply, but.
[AGENT][NEUTRAL] If you wanna go ahead and click on that upload file, I think you'll be able to see that option.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just
[CUSTOMER][NEUTRAL] On my registration form, they have me regis signing in on [PII] on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, enter your claim details, take care of payment or coverage type not exist.
[CUSTOMER][NEUTRAL] Oh, the two options I have are accident and short term disability.
[AGENT][NEUTRAL] Does it scroll down any?
[CUSTOMER][NEUTRAL] It doesn't have the hospital.
[CUSTOMER][NEUTRAL] Um, uh.
[AGENT][NEUTRAL] Because it should show there's other, that other coverage as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I was thinking, but no.
[CUSTOMER][NEUTRAL] All it has is accident and short term.
[CUSTOMER][NEUTRAL] Maybe it's my computer. I don't know. I don't think so, but I'm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, that's the only two that show up.
[CUSTOMER][NEUTRAL] I'm gonna have to log in underneath my husband's um hang and see.
[CUSTOMER][NEUTRAL] So 5:15.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Looks like 1002. I was discharged.
[CUSTOMER][NEUTRAL] That's what's on my discharge paperwork.
[AGENT][NEUTRAL] If you got those times, I would go ahead and.
[CUSTOMER][NEUTRAL] Yeah, so the admission time on, according to the registration paper was [PII] on the [PII].
[CUSTOMER][NEUTRAL] And then my discharge paperwork says um [PII] at [PII]
[AGENT][POSITIVE] Yeah, if you've got those documents to support that admission time and discharge time, that would be good.
[CUSTOMER][NEUTRAL] I think I can print these off the patient portal.
[AGENT][NEUTRAL] Or maybe even take a screenshot showing that it's from the hospital.
[CUSTOMER][NEUTRAL] Would you want that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is a [PII] Memorial.
[CUSTOMER][NEUTRAL] I have my name, age, email.
[CUSTOMER][NEUTRAL] And whatever the current location is as the surgery. Well, yeah, he has everything, I think, just that one page.
[AGENT][NEUTRAL] If, if it's from the excuse me, if it does show from the from the hospital, and if it's got the admission time and discharge time, yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can print it and take a screenshot and then save it to your computer and upload it.
[AGENT][NEUTRAL] With the UBO4.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to print it and go upload it.
[CUSTOMER][NEUTRAL] I'd rather print it, so it's.
[CUSTOMER][NEUTRAL] More legible, I guess.
[CUSTOMER][NEUTRAL] I'll just print page one of this one that has the time. Is that, is that OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But the other three just have information, OK.
[AGENT][NEUTRAL] Yeah, and that does have the date right? time and date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just wanted to make sure I didn't want you to have, have to submit anything else.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait, let me look again.
[CUSTOMER][NEUTRAL] Yes, it says [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good deal. And then the [PII] admission time.
[CUSTOMER][NEUTRAL] Yes. OK, so that's, so that's the discharge.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah, I'll go back to that. That was my registration.
[CUSTOMER][NEUTRAL] 218 registration documents.
[CUSTOMER][NEUTRAL] Alright, this the form initiated [PII].
[CUSTOMER][NEUTRAL] Where's the term this one I saw it. I signed on [PII] at [PII]. OK, so I'll print that one as well.
[CUSTOMER][NEUTRAL] Oh come on, this printer is so sorry.
[CUSTOMER][NEUTRAL] OK, so submit those two papers and resubmit um the UBO4.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do I need to submit the um.
[CUSTOMER][NEUTRAL] The form, the hospital hospital indemnity form that I filled out as well, the claim form.
[AGENT][POSITIVE] That's not required. Well, that'll be fine and you don't have to on this one.
[CUSTOMER][NEUTRAL] OK, just.
[CUSTOMER][POSITIVE] I don't have to adjust the UVO 4 and these two papers with admission and discharge time.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, um, I know there's an anesthesia benefit as well. How would that go?
[AGENT][NEUTRAL] So we would need the itemized bill from the surgeon.
[AGENT][NEUTRAL] With the diagnosis code and then your anesthesia charges would need that itemized bill.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we pay a percentage of what is paid to the surgeon, to the anesthesiologist for your anesthesiology benefit.
[CUSTOMER][NEUTRAL] OK, so you need the itemized anesthesia bill.
[AGENT][NEUTRAL] Mhm. And the surgeon bill.
[CUSTOMER][NEUTRAL] Uh, and the surgeon bill? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Find them.
[CUSTOMER][NEUTRAL] OK, so those, would those both be UBO forms?
[AGENT][NEUTRAL] The surgeon and the anesthesiologist is going to build on a CMS 1500. That's C as in Charlie, M as in Mike, S as in Sam.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] CMS 1500 because those are professional fees, meaning they're fees from the physician.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For both.
[AGENT][NEUTRAL] And they bill on a different form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so CMS 1500 for both anesthesia benefit and the surgeon bill itemized.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. With the, you said with the ICD code you said? Not ICD.
[AGENT][NEUTRAL] That's correct. Uh, diagnosis. It's an ICDT and you were, you were close. Yeah, it's the same thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Diagnostic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With the diagnosis code. OK.
[CUSTOMER][NEUTRAL] And it's a CMS 1500. Alright, I'll call them and uh they were real quick when I called them the last time with the UBO4 form, so.
[CUSTOMER][NEUTRAL] And as soon as I get them, then I'll just upload everything at the same time.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[AGENT][POSITIVE] Oh, it's been such a pleasure to assist you, Miss [PII]. And can I just ask you one other thing when you were looking at the um portal, were you looking at it on your phone or desktop or laptop?
[CUSTOMER][NEUTRAL] On the, on the um laptop.
[AGENT][NEUTRAL] OK, when you open that up, if you do not see the other policies, is there any way that you can take a screenshot of that and email it to [PII] and let's get that fixed for you?
[CUSTOMER][NEUTRAL] 13.
[AGENT][NEUTRAL] It's all one word.
[CUSTOMER][NEUTRAL] Uh um.
[CUSTOMER][NEUTRAL] [PII]. OK, OK, I'll screenshot it then and send it.
[AGENT][NEUTRAL] Yeah, and check just to make sure if you can scroll down.
[CUSTOMER][NEUTRAL] Cause those are, that's my only options.
[AGENT][NEUTRAL] That's right, and if you can't just take that screenshot and email it.
[CUSTOMER][NEGATIVE] Yeah, I tried, but I couldn't scroll.
[AGENT][POSITIVE] OK, and then we'll get that to our IT department to get that taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you so much for all your help.
[AGENT][POSITIVE] It's my pleasure and if you need any further assistance, Ms. [PII], don't hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. I will. Thank you and have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Oh, thank you. Bye.