AccountId: 011433970860
ContactId: 8573ccbb-8af8-46c0-ad49-0220b649cdea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1830949 ms
Total Talk Time (AGENT): 499638 ms
Total Talk Time (CUSTOMER): 1002772 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8573ccbb-8af8-46c0-ad49-0220b649cdea_20250409T18:19_UTC.wav
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[CUSTOMER][NEUTRAL] I see.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you doing today?
[AGENT][POSITIVE] Hey, I'm doing good. How are you?
[CUSTOMER][POSITIVE] Oh, I'm trying to be good.
[AGENT][POSITIVE] Good
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a question. We had filed a um through online went online filing a claim on my brother's policy and um I got the thing back that said unable to process as copies could not be read.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I need to try to find out if the whole thing couldn't be read or maybe there was one page that couldn't be read. I don't know if you're gonna be able to see that or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Um, well, I can take a look and see if I can access the documents and then, um, let you know what I see. May I have a, well, first your name and a good contact number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK. My name is [PII].
[CUSTOMER][NEUTRAL] And it is um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have your um policy number?
[CUSTOMER][NEUTRAL] It is 650-596.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] You said 650-596?
[CUSTOMER][NEUTRAL] Yeah, it does have two 0s in front of it. I was thinking they've told me before they didn't need those, but maybe they do.
[AGENT][NEUTRAL] Well, what's the name on file? I'm
[CUSTOMER][NEUTRAL] So which would make it 00.
[CUSTOMER][NEUTRAL] Oh [PII], that's my brother.
[AGENT][NEUTRAL] OK, um, so hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And I'm supposed to be on the file as being able to y'all to talk to me and handle everything.
[CUSTOMER][NEUTRAL] I'm supposed, my name's supposed to be on there.
[AGENT][NEUTRAL] And it is, and I see you right here. And I just need you to verify his date of birth.
[CUSTOMER][NEUTRAL] And the system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um do you mind if I place you on just a brief hold? I'm gonna try to access the documents to see what can't be read.
[CUSTOMER][POSITIVE] Yeah, because I first time we filed something pretty recently we faxed it and I said, well, if I end up, if it, if it really is too difficult, you know, to read if it's submitted through the online thing, we can have always fax. But you know, it was just so much easier. I was able to just drop and drag, drop and or drag and drop, however you wanna call it, each page and I thought it was so easy, but maybe that makes it where it can't be read. I don't know. So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, but I hope.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I was able to access the documents. It's about 15 pages, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So it it's all the pages. So you can see like the headings, like I can see patient information, payment information, but then like the name and all of that is like.
[AGENT][NEGATIVE] How can I describe it, like it's pixelated.
[CUSTOMER][NEUTRAL] Hmm, is that on just certain pages or?
[CUSTOMER][NEUTRAL] Um, because I was thinking when I was looking at these, and like I say, when we had faxed the other stuff, um, it went through and obviously I could see everything perfectly. Um, but I'm wondering, the one, there was one page on each one of the two faxes that are two faxes, the two, you know, claims that I submitted.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Like where was the itemized bill, it was light. The printing is kind of light and but I can read it very clearly like all the amounts and what they were for, but you're saying it's in the.
[CUSTOMER][NEUTRAL] In his name and all?
[AGENT][NEUTRAL] Well, I mean, OK, so like I, I went through all 15 of the pages, so the billing, for example, like I can see the headers, maybe those were like bold on the paper.
[AGENT][NEUTRAL] Because I can see the head is fine.
[CUSTOMER][NEUTRAL] Yeah, there is some yeah.
[CUSTOMER][NEUTRAL] Yeah, and then it on the actual things like what it was like lidocaine something and pro uh.
[AGENT][NEUTRAL] Right, and like his name or like it looks like this might be the address up here to the top left provider information. That's all like I can see that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, hang on.
[AGENT][NEUTRAL] Yeah, I can see the titles, but then everything under is like pixelated and it's gray and then some parts are like.
[AGENT][NEUTRAL] I don't know how to, it looks like salt and pepper.
[CUSTOMER][NEUTRAL] Like I can see him just.
[AGENT][NEUTRAL] It looks like the TV screen.
[CUSTOMER][NEUTRAL] Yeah, almost on this page I think.
[CUSTOMER][NEUTRAL] Yeah it's kind of like on on like this itemized bill it I see like the word responsible party is darker and then up under it it has like [PII] and it's got his um actually his physical address and it's much lighter.
[CUSTOMER][NEUTRAL] Um, is that why you think because it's so much longer?
[AGENT][NEUTRAL] So that might be why maybe the
[AGENT][NEUTRAL] Um, maybe the headings because the headings do look darker.
[AGENT][NEUTRAL] So maybe that's why.
[CUSTOMER][NEGATIVE] Yeah, the headings are definitely darker on this page.
[CUSTOMER][NEGATIVE] But then on the others on all the others it looks like was that really the only page that messed up.
[AGENT][NEUTRAL] On our
[CUSTOMER][POSITIVE] Because the other pages, everything's pretty good.
[AGENT][NEUTRAL] On
[CUSTOMER][NEGATIVE] Everything's pretty dark on all the other pages.
[AGENT][NEUTRAL] On our side, it's all, all the pages.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] OK, so filing online is not the way to do obviously because the computer can't.
[AGENT][NEUTRAL] There's, there's
[CUSTOMER][NEGATIVE] Can't read it.
[AGENT][NEUTRAL] Yeah, there's one page here.
[CUSTOMER][NEUTRAL] OK, so everything really needs to be back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Well, yeah, I was wondering if I could possibly go. I was thinking about going to somewhere like Staples or Office Depot or something and showing them like especially this one that like on the itemized bill how light it is to see if there's a way that they can they have on their printing machines. I know when I used to work at Blue Cross we had machines that you could make things darker, the printers, um, bolder or darker, whatever you wanna call it, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was gonna see if maybe they had one to make it to where, you know, it looks darker. But you're actually saying because all of these other pages are all darker. I mean, every last one of them.
[CUSTOMER][NEUTRAL] Everything is darker.
[AGENT][NEGATIVE] The, the only other pages that the only pages that came out clear is the pathology report.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And even the eat because I was trying to think on something like this, you probably didn't even need the EOBs I felt think there was that, was that even needed?
[CUSTOMER][NEUTRAL] Um, what, on something like this if you were filing for like say like a surgery, what exactly was needed besides the pathology report and the itemized bill?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that's exactly, I mean, you filed it exactly correct. We always ask for the explanation of benefits from primary, the itemized bill, and then, you know, whatever documents for what you're filing for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, well, so we did, but just hardly none of it was red.
[AGENT][NEUTRAL] Now, if you go to like a, I don't even know if Kinko's is around anymore, but if you know one of those types of stores like you were saying Staples, if, if they are unable to like darken it, then the only other thing would be to ask the provider to reprint it. It might have been something with their toner or something that day and it just printed light, so uh we can see if they can reprint these documents if Staples can't darken it.
[CUSTOMER][POSITIVE] Hm, that's interesting.
[CUSTOMER][NEUTRAL] Well, you know, you wanna hear something funny? Um, actually, the day I went to the billing office, um, I asked for, well, you know what the doctor's office print, the actual doctor's office printed these past reports, um, the billing office printed the itemized bill and all the EOBs, but you're saying even the EOBs couldn't be read.
[AGENT][POSITIVE] Wow
[AGENT][NEUTRAL] Mhm. Let me go back to them.
[AGENT][NEUTRAL] Because the only
[CUSTOMER][NEGATIVE] Cause they're definitely dark.
[AGENT][NEUTRAL] Yeah, now I can see the hospital remit Cigna supplemental explanation of benefits. That's clear at the top.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But then as it goes down, I see the adjudicated at line level and then it just starts getting lighter and lighter and then the like provider information I can see patient information, but all that under it, it looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Like somebody took an eraser and started erasing parts of it and left some of the writing. That's the only way I can explain it.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] It is mm, that is so weird, you know, because I scanned all these into my computer using my scanner.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is this? It's so weird.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess the only option we have at this point.
[CUSTOMER][NEUTRAL] Is to maybe see if um.
[CUSTOMER][NEUTRAL] Because like I say everything's dark except the actual page, you know, right after the path was submitted the actual two pages on one of them, it was one of 2. I don't know if the other one had 2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of the item, the line by line itemized bill was so light. Everything else is not everything else. Maybe we just, I guess the only thing at this point is to, I guess, attempt to fax.
[AGENT][NEUTRAL] Now, you always have the option to fax and mail.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, um, mail, oh, I just don't trust the mail at all. I'd have to put it under some sort of unbelievable protections and all to, I do not trust the mail.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Years ago they, I think it was funny.
[AGENT][NEUTRAL] That's understandable.
[CUSTOMER][NEUTRAL] And um, you know, unless you FedEx it or something like that, you know, it'd be a whole different ball game. But um not the regular mail ever.
[CUSTOMER][NEUTRAL] Um, I know.
[CUSTOMER][NEUTRAL] I, I guess, hm I guess what we can try to do is I, I guess, um.
[CUSTOMER][NEUTRAL] This this is just so weird that you're saying it did what it did. Um, like I said, when we faxed some stuff with radiation back in [PII].
[AGENT][POSITIVE] Mhm, it was OK.
[CUSTOMER][NEUTRAL] And I, I even looked back since it had been, yeah, well, obviously because it paid.
[AGENT][POSITIVE] Oh well good
[CUSTOMER][NEUTRAL] So they obviously can read everything, obviously everything could be read and I'm looking at like the sheet here from it and it's lighter like you have that darker where it has like responsible party and then everything else is the the main titles are in dark but then everything up under it is lighter but they obviously could read it all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Obviously, if you want, if you went back in that radiation, if you could see from [PII], you would see.
[CUSTOMER][NEUTRAL] They obviously, I guess, could read it all.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I'm guessing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But uh yeah, I uh
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I just don't, you know, keep sending stuff and, and if not.
[CUSTOMER][NEUTRAL] Being um
[CUSTOMER][NEUTRAL] Let me, let me see what was this thing where it said, you know, already packed. I had sent. I had the I had tried to keep everything separate, but it had like everything. Yeah, see, all I'm looking at it right now, the headers are dark.
[CUSTOMER][NEUTRAL] But then all the little itty bitty things up under it like medications and all are are lighter but everything else is dark on it everything else.
[CUSTOMER][NEUTRAL] So that's why I thought well maybe it's just that one page but that's weird but when we faxed that you were able to.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] See it
[CUSTOMER][POSITIVE] It was obviously very right to see it and y'all rolled on with processing it. So I was just thinking.
[AGENT][NEUTRAL] Well, how about try to fax it first before you go to, well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, try to fax it first and see what happens and then if we still can't get, if we still can't read it, then we're gonna have to get new copies or try to see if we can make it darker.
[CUSTOMER][NEUTRAL] Yeah, uh, I still, I've got to go out today anyway for some place. I still may, but
[CUSTOMER][NEGATIVE] But you're just saying like all these other things, it's almost like it cuts stuff off it um.
[CUSTOMER][NEGATIVE] It didn't.
[CUSTOMER][NEUTRAL] That's what gets off when, hm.
[AGENT][NEUTRAL] Yeah, it literally looks like like like a.
[CUSTOMER][NEUTRAL] You know I.
[AGENT][NEUTRAL] Like when you're erasing and you have like some of the letters and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Some of them are gone.
[AGENT][NEUTRAL] But you can still, you can try to make out what it says, but you can't clearly read it.
[CUSTOMER][NEUTRAL] Oh, OK. Um, yeah, I was gonna try to pull one, right.
[CUSTOMER][NEUTRAL] Quick like here and just see if anything looked like it was cut off.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because you said it looked like it was cut off on the EOBs, right?
[AGENT][NEUTRAL] No, not cut off. It just looks like.
[CUSTOMER][NEUTRAL] That was the.
[AGENT][NEGATIVE] No, it's a complete page. It's just the lettering looks like it's incomplete, like somebody.
[AGENT][NEUTRAL] Like I could see the top of the letter and then maybe not the middle and then the bottom or
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Like [PII], I know this says [PII], but the W, the middle of the W is missing.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh my God, and see that really shouldn't be, but, but if it was under one of those headers, it's very light on some of this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] God, I hope we can figure this out because this would be a shame if um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This, this would really, so the only thing that could clearly be read was the pathology reports because like I say, I'm looking straight at these EOBs and all, and they're just as crystal clear as they can be.
[CUSTOMER][POSITIVE] With no breaks in them whatsoever.
[AGENT][NEUTRAL] It may just be how it was sent over. It might be OK once you fax it.
[CUSTOMER][NEUTRAL] Crystal.
[CUSTOMER][NEUTRAL] Yeah, let me look and see if um yeah the Ws not missing or halfway missing like what you were talking about um it's a complete W.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A complete and that one is a complete W and that one, yeah, every last one. I don't see a single thing where a W is.
[CUSTOMER][NEUTRAL] Halfway, you know.
[CUSTOMER][NEUTRAL] Mm, gone, mm, not a single one.
[CUSTOMER][NEUTRAL] Not even on this thing, yeah, not a single one. Every last one of the W is very clear.
[CUSTOMER][POSITIVE] That is weird. So yeah, hopefully, hopefully with the facts will, you know, because it should be when you're doing a fax, it should be exactly what I'm looking at like, you know, in person, in real time.
[CUSTOMER][NEUTRAL] Maybe, maybe when you're going through the computer trying to do it that way, it takes away stuff, maybe. I don't know.
[CUSTOMER][NEUTRAL] which shouldn't make any sense because even the person I used to help fax it, she [PII]orks at another insurance place where they do auto automotive and stuff like that, but, and she, she'll fax stuff for me for nothing. But um she says, we don't even, we hardly ever fax anymore. We, we file everything, you know, it's scanned into the computer and yeah, she says we're able to do that and said it's so much easier and I was like, well yeah, that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Electronic
[CUSTOMER][MIXED] You know, once I got everything scanned in, it was easy but obviously it wasn't that easy.
[CUSTOMER][NEUTRAL] Um, you know, because if it makes it where people can't read it, then it's not that easy.
[CUSTOMER][NEGATIVE] Um, yeah, OK. So, I, I was hoping also that would help to get it because they say when you do it online, it goes through faster as far as processing, but really, it didn't even to get to that point where they said they couldn't read it. It didn't take any longer than if I had faxed it or any shorter period of time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Um, so that the time difference doesn't make it, you know, any difference there. Uh, so yeah, I guess I'll, um,
[CUSTOMER][NEUTRAL] Wow, yeah, I guess we'll just attempt to fax and hopefully they'll be able to see everything but.
[CUSTOMER][NEUTRAL] You know, because I, I guess when you're fax and, and like I say, somehow or another, the
[CUSTOMER][NEUTRAL] The mirrored copy or whatever you want to call it, really.
[CUSTOMER][NEUTRAL] It's like if you see it, OK, that's what is going through.
[CUSTOMER][NEUTRAL] But I don't know, because I even tried to pull up those that I scanned into the computer and they still
[AGENT][NEUTRAL] And it didn't do it?
[CUSTOMER][NEUTRAL] They look normal.
[CUSTOMER][NEUTRAL] Mm it looks normal so that's what I mean. I don't understand that.
[AGENT][NEUTRAL] Well, I don't know.
[AGENT][NEGATIVE] Yeah, that doesn't make any sense. I'm not sure why. Maybe it was just a bad day when when it was sent over. I don't know.
[CUSTOMER][NEUTRAL] Not at all, but.
[AGENT][POSITIVE] But hopefully when you fax it, we can, um, because if the other one went through fine with fax, I'm hoping this one does too, maybe.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Because I don't know, this one has me puzzled because the top is, I mean, the top is clear, it's very clear and then it just
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Gets light and broke and like broken and it just keeps getting worse and worse.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you able where you can see one of the pages where it's really bad or or they were all I guess really bad but um could you tell me like if either either one, the prostate or the lung, just tell me which one that you might be on and I wanna look at the page and.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Pick one.
[AGENT][NEUTRAL] So the one I'm looking at right here says,
[CUSTOMER][NEUTRAL] Can you tell if it's the lung or the prostate?
[AGENT][NEUTRAL] 00, wait, hold on, I just.
[AGENT][NEUTRAL] I just, um, I was scroll trying to get to the bottom and it went to the last page and I was just trying to get to the bottom of the page I was on, and it went to the very last page. Hold on one second, let me go back to where I was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] I'm like, where did it go?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah well I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so for the pathology, oh no, you said the ones that aren't clear, sorry.
[AGENT][NEUTRAL] That's for the long.
[CUSTOMER][NEUTRAL] Yeah, because we, let me, because I sent in two different ones. I sent in one for the uh lung and then one for the prostate so tell me which one you're on.
[CUSTOMER][NEUTRAL] That you're looking at past it, like if you're looking at the lung, either EOBs or, or the prostate EOBs, so I can go to that page and see exactly.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] If it looks funky.
[CUSTOMER][NEUTRAL] I don't think it it's not funky what I'm looking at. Everything is crystal clear.
[AGENT][NEUTRAL] So what does this one say? Let me try this one.
[CUSTOMER][POSITIVE] I'm almost tempted to just take pictures with my cell phone and try to upload.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, because the cell phone would show exactly what I'm seeing.
[AGENT][NEUTRAL] OK, so I see both of the pathology for the lungs and for the prostate, but now to tell you which explanation of benefits this is, I, I can tell you what the header says, but I can't read the stuff under it. It says hospital remit.
[CUSTOMER][NEUTRAL] But then again,
[CUSTOMER][NEUTRAL] Does it have a data system?
[CUSTOMER][NEUTRAL] Can.
[AGENT][NEUTRAL] GA Medicare.
[CUSTOMER][NEUTRAL] What about a date?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you see any sort of date that would give me a hint as to which one you're looking at?
[CUSTOMER][NEUTRAL] Any kind of date that you can see or doctor.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] I don't know if this is the date, so it says hospital or hop remit GA Medicare [PII].
[AGENT][NEUTRAL] And it has a colon 5,8801.
[AGENT][NEUTRAL] Explanation of benefits.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I'm sorry, did it have, did you say it had 226 or does it have?
[CUSTOMER][NEUTRAL] At the top what you were reading because they have one line.
[AGENT][NEUTRAL] I can't see anything after that.
[CUSTOMER][NEUTRAL] Or they have 19588. I didn't know what you were looking at.
[AGENT][NEUTRAL] Yes, that's what I had. 195288.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then past that where is it that you just can't see anything? Everything?
[AGENT][NEUTRAL] So, right, so you see where it says adjudicated at line level, that's starting to get choppy.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] And then provider information provider information is clear and then every patient information is clear, but everything in between Phoebe something memorial, that all is choppy. Everything except the titles. I can see payment information, claim level, information line level, but everything under it is is pixelated.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the actual amounts and charges is all pixelated.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEGATIVE] That's what's pixelated.
[CUSTOMER][POSITIVE] And when I'm looking at it right here, everything's crystal clear. And I mean, everything's crystal clear. There's no breaks in any of the letters or the numbers.
[AGENT][NEUTRAL] Yeah, so it was just transmission.
[CUSTOMER][POSITIVE] Crystal clear.
[AGENT][NEUTRAL] You may even want to try the
[CUSTOMER][NEUTRAL] Yeah, OK, so I will.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] Why would I, uh, there would be no purpose to try to resubmit it through the computer again because obviously that doesn't work.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Yeah, I was gonna say you, you may just want to try it as the facts and see what happens. It could just be something with the, however, it sends over to the online service center because the top is clear.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah. hm.
[CUSTOMER][NEUTRAL] Yeah, that, that's, that's interesting, but um, but yeah, I, I'll have to see when I'm going back down to because that's back where he lives and um that's where we grew up so I mean I'm sure I'll be down there at some point at before too long again but um yeah and then I'll just we'll just be on a faxing adventure because we I had a couple of other things ready to go and I guess we'll just didn't have a good old time faxing.
[CUSTOMER][NEUTRAL] Um, and we'll see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But, um, but that, that is, that is just really, cause yeah, if you can't see what I know, I see is crystal clear, then um on my end.
[CUSTOMER][NEUTRAL] Yeah, so, hm, and I guess it came, well, the facts, obviously from the radiation came through and it was none of it was pixelated. I don't know if you can go into that one and see or not.
[CUSTOMER][NEUTRAL] Um, to what the files that was sent, that was faxed in and look at them and just see if they're crystal clear to you with no breaks.
[AGENT][NEUTRAL] You said for the last, um, let me see the last claim.
[CUSTOMER][NEUTRAL] So they did pay it.
[CUSTOMER][NEUTRAL] It it would be the one that was 10,000.
[CUSTOMER][NEUTRAL] Something, um.
[AGENT][NEUTRAL] Here it is. I got it.
[CUSTOMER][NEUTRAL] And it was in June, like June July, yeah.
[CUSTOMER][NEUTRAL] If the facts came through crystal clear with no brakes and all.
[CUSTOMER][NEUTRAL] Because that's, that's interesting. Because it would, it would be the same format, exactly the same format if I fax it again.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see, they're coming up now. The pages are coming up.
[CUSTOMER][NEUTRAL] I know you have to wait on computers, believe me, I worked on them for oh my [PII] like I say when I was doing insurance, uh, I know.
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] Oh yeah, now these are clear. These are just fine.
[AGENT][POSITIVE] Crystal clear.
[CUSTOMER][POSITIVE] Yeah, no, yeah, no breaks in letters and numbers even on that item line by line that itemized bill, even though it was lighter print, you could read it.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Let me try.
[AGENT][NEUTRAL] Let me look for the bill. This one is the farm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Out of my bill. OK, here we go.
[CUSTOMER][NEUTRAL] Because for whatever reason, every time they print that, the headers were darker, but the actual things were lighter.
[CUSTOMER][POSITIVE] But you can still read them.
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] Now these itemized bills are a little.
[AGENT][NEUTRAL] They're not crystal clear, but we can read it. We can read what it says clearly.
[CUSTOMER][NEUTRAL] OK. Yeah. So, well, so long as I guess you can read it, that's all that matters.
[AGENT][POSITIVE] Mhm. They are it's way, it's much more clear than what I mean, every, yeah, this is a way better copy. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What you were seeing.
[CUSTOMER][POSITIVE] OK, yeah, fax it is. So, all right, well, maybe I, if I just realized that I thought I was saving myself some time, but um, yeah, if I have had any idea faxing was absolutely the way to go.
[CUSTOMER][NEUTRAL] Um, this would have been done.
[AGENT][NEUTRAL] You just did it first.
[CUSTOMER][NEUTRAL] Well yeah because um because one of the girls I talked with also she said, you know, even though this isn't chemo or radiation that some some of the surgeries that are related to all this can also be.
[CUSTOMER][NEUTRAL] Submitted that's why we were submitting these um that there would be some sort of benefits, um, you know, for it but um but yeah, OK, so that's what we'll do and I will, I will get all that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Whenever I get down there, I don't know if it'll be this week. It might be first part of next week, but I will definitely get it.
[CUSTOMER][NEUTRAL] Submitted
[AGENT][POSITIVE] Taken care of. Alrighty. Well, Ms. [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, like I said, I, I just need to figure out what we needed to, what, what needed to change here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, that'll be it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too, [PII], thanks.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh.