AccountId: 011433970860
ContactId: 89bcd8d3-5931-49a0-a2ba-6d6bb98472be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2162629 ms
Total Talk Time (AGENT): 854039 ms
Total Talk Time (CUSTOMER): 666706 ms
Interruptions: 18
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/89bcd8d3-5931-49a0-a2ba-6d6bb98472be_20250423T21:26_UTC.wav
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[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Coming up pleasure.
[CUSTOMER][NEUTRAL] She gets that when I tell the no the una untas a circa uno claims cases.
[CUSTOMER][NEUTRAL] I quebeque un press in the borque era a sugar and then there.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Porque unass for acetado the no.
[AGENT][NEUTRAL] OK, coes and um numer telephone and caso de la jamase de connect in numero de polisa.
[CUSTOMER][NEUTRAL] They cinco cincoiete.
[CUSTOMER][NEUTRAL] Those say sayiete.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your policy number.
[CUSTOMER][NEUTRAL] Do reres.
[CUSTOMER][NEUTRAL] Says una rosiete.
[AGENT][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Mom pizza.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or ionic electronico.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then you know a lot and [PII] he the moment you cliang and sahalalicanefihi for care.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, 3530.
[CUSTOMER][NEUTRAL] Chilarolo tengo is so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You look again and
[CUSTOMER][NEUTRAL] No, say the mole.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Ah, you know what the claim.
[CUSTOMER][NEUTRAL] I see I see
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That's so good, um.
[CUSTOMER][NEUTRAL] Ah, that that that's what you're saying train those what your saying.
[AGENT][NEUTRAL] One moment he on the for you, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, soloquemi a momentola numer dressing cuentinue deer tree.
[AGENT][NEUTRAL] Ay.
[AGENT][NEUTRAL] numerous dressing.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, I say this a kilo. I don't know, yeah, no reci I check one this the amount paid 150. This one will be fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and does the call that.
[CUSTOMER][NEUTRAL] There are 3 that are fine el resino veerredo sochocinco.
[CUSTOMER][NEGATIVE] It informacion and porquelode.
[AGENT][NEUTRAL] OK, Sofiante de recivila informacion mai the heloquetaviendo momentituminco.
[CUSTOMER][NEUTRAL] I get my
[CUSTOMER][NEUTRAL] So now this explanation of benefits.
[AGENT][NEUTRAL] Silopa esque avees tenemolalica in the beneficio la primera no systembuba mandarinmo traplica in the benefici para mi macosas and then flica in the beneficiio so the hemeta fechas con conque processamo ok moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] Um, OK, so driving the qua you know the one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did the 411 or something.
[CUSTOMER][NEUTRAL] It's a you know a a problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What do you like to look at.
[AGENT][NEUTRAL] You know you should consideration last on the policy and let me to itemize the with diagnosis code office and hospital we should do the summary diagnostic testing results. OK, so Paa deerio loquestamoendo es una factura noo [PII].
[CUSTOMER][NEUTRAL] But it's kinda.
[CUSTOMER][NEUTRAL] And then you know de Marso.
[CUSTOMER][POSITIVE] Is correct.
[AGENT][NEUTRAL] See I went to a mare mhm.
[CUSTOMER][NEUTRAL] If they say an explanation of benefits they united Alfie the momento.
[AGENT][NEUTRAL] That on.
[AGENT][NEUTRAL] Etalogonotico and and the united non memento stamp pero de ok.
[CUSTOMER][NEUTRAL] Ah, Iohobulo mimobulotro quemeloon.
[AGENT][NEUTRAL] The muse won theorquesillo de negas porque estan promusecomac.
[CUSTOMER][NEUTRAL] Lapajina
[CUSTOMER][NEUTRAL] It's a.
[AGENT][NEUTRAL] Yes, you see, OK, sees yes you say OK mm.
[CUSTOMER][NEUTRAL] Ocean Ca visit.
[AGENT][NEUTRAL] Urgent care. Otaviendo loque you said the seientono andre copagosincuenta que escode [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If it is send me more reports of claims.
[AGENT][NEUTRAL] Polotro teniamodio pero no noo.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] Egodiotico novatar and applica the beneficio bastar and a factura detajada ella factura detajada de gent care.
[CUSTOMER][NEUTRAL] You don't tell
[CUSTOMER][NEUTRAL] If of fact carea de losso.
[CUSTOMER][NEUTRAL] I thought they put send me more aga it's a look at the end.
[CUSTOMER][NEUTRAL] So casoque megaron intiro Julio.
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Tingomovacapa kilometer in the cuatro Julio.
[AGENT][NEGATIVE] They make documento and bio but it's a fea porque esque dependerlo documentocabial.
[CUSTOMER][NEGATIVE] No way I'm making it should I mean.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I will show that [PII] tore Julio.
[CUSTOMER][NEUTRAL] Uh, that guy.
[CUSTOMER][NEUTRAL] OK your full name.
[CUSTOMER][POSITIVE] Like it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And because the Jupires.
[CUSTOMER][NEUTRAL] See, it's the same information.
[CUSTOMER][NEUTRAL] I go yeah.
[AGENT][NEUTRAL] The visa la linea OK.
[CUSTOMER][NEUTRAL] And then uh change, come on now.
[CUSTOMER][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] Graciarepea. OK, um, [PII] Simiraelreclamo is the clamo numero dressing errodoclamo OK la primera hats la prime UBO4 because this house South Miami hospitals urgency.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEGATIVE] Pero de los reclamo in the cure Julio osiere.
[AGENT][NEUTRAL] more.
[CUSTOMER][NEUTRAL] I think they'll say
[CUSTOMER][NEUTRAL] See, OK.
[AGENT][NEUTRAL] Mhm. So la primeraja.
[CUSTOMER][NEUTRAL] See the prime.
[AGENT][NEUTRAL] Uh-huh, I, this is how Miami urgent care yeah [PII] in [PII] the UBO4 eso apacelodigoa not not a ecommomoloco goo para estostos para elmarso notemoesaoha yes soloquetamo necessita esaoja.
[CUSTOMER][NEUTRAL] Clado perio correct forquelos loquelos 10 and [PII] show mijinava alreclamolo.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I get it through.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Siva alreclamo tressinconuevero trejo sero.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Yeah, our file quebi the 2 prime.
[CUSTOMER][NEUTRAL] It scroll down is abajo ala pajina.
[CUSTOMER][NEUTRAL] Cie le lelo inticuatro.
[AGENT][NEUTRAL] To the.
[AGENT][NEUTRAL] Be OK.
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] It's a fetadoque porque esundia de servicio or document.
[CUSTOMER][NEUTRAL] La fecha de elerio.
[AGENT][NEUTRAL] El Dia de serio. OK, no tamobi fechatamobido [PII].
[CUSTOMER][NEUTRAL] the El Serio.
[CUSTOMER][NEGATIVE] No, she'll say perrolo de tro claim parado con lamiformacion be demarso.
[AGENT][NEUTRAL] OK, um, I said it on so.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And I introjohalocutebelopokierentepoquetodostalobia loan soloudierente noloqueno solocube.
[CUSTOMER][NEUTRAL] Ah, come on.
[CUSTOMER][NEUTRAL] Uh, it's perino puebulume the claim.
[AGENT][NEUTRAL] It's a number claimparre differentes montos de documentoselle mimore clamo tenguno dein pajina tenguo decase panina yes the pajinacuteen OK, so to retaquestaste, OK.
[AGENT][NEGATIVE] The person poquitoma complicado. So seria esttequesondose pajina emmilado esquepo ferente. OK, so seria is mejo que que pajina.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Estado de servicio and.
[CUSTOMER][NEUTRAL] Admit it vent and put it vento.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Get by he knows.
[CUSTOMER][NEUTRAL] Pajina Diaz.
[AGENT][NEUTRAL] Bahia Diaz, OK, so serialla Bahia era. OK, one moment.
[CUSTOMER][NEUTRAL] No, peronjinaiete peronjina.
[AGENT][NEUTRAL] so pajina OK.
[CUSTOMER][NEUTRAL] lean.
[AGENT][NEUTRAL] See, que esqueban different depoquecuandolabiana no sotros I dopajina queseria el el el documentcuo cuando manon facts que la primeraja it doseses acto la seundao has blanco so la primeradoso hastenola descendoduste but ok esta mirando la pajina steeria la mia OK um.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] See my introduction.
[CUSTOMER][NEUTRAL] Clara.
[CUSTOMER][NEUTRAL] Clara Ko.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Say
[AGENT][NEUTRAL] Ya, OK, loque meadico on there is a claim detail for Florenciareo.
[CUSTOMER][NEUTRAL] Riliquero is a South Miami hospital status network.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Pain.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] See, and look at though but I not.
[CUSTOMER][NEUTRAL] No, mazarrio la pajin anterior was anterior.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Mirando.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Claro, claim details for Florenza.
[CUSTOMER][NEUTRAL] It says a $3 and alado.
[AGENT][NEUTRAL] See I knowargono justimirandoes so I know that so the heme dona go.
[CUSTOMER][NEUTRAL] You don't, you don't the [PII] no go in it.
[AGENT][NEUTRAL] The moment.
[CUSTOMER][NEUTRAL] It's just looking at the end though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Porque send me more reporting you know demarso.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, last one, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so see here patient and patient information.
[AGENT][NEUTRAL] What are the costs?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] No patient patient note so it's just another.
[AGENT][NEUTRAL] instructions.
[AGENT][NEUTRAL] And they are not tick of a COVID.
[CUSTOMER][NEUTRAL] Elve you know de Marco.
[AGENT][NEUTRAL] No, Octorere.
[CUSTOMER][NEUTRAL] Wednesday er incur forgo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Typolola intrua queloques so irando oseculadiencia.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] See, do we go in.
[CUSTOMER][NEUTRAL] They do it go.
[AGENT][NEUTRAL] OK, licenses. OK, what is the sign how long.
[AGENT][NEUTRAL] OK, uh, gamoavaramos.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] you.
[AGENT][NEUTRAL] OK, and the influences have you got the also influenceaia.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] OK, so no no they are not esofaloquero. OK, they have everything through they arenao.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] on.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah you know you know we all look at it and call for the and not.
[CUSTOMER][NEUTRAL] And to get that Mirando.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK so should I decide.
[CUSTOMER][NEUTRAL] Arivatalainaero.
[AGENT][NEUTRAL] OK, I cannot have callos you know pala acute I U R I.
[AGENT][NEUTRAL] Um, OK, they have ever porque que queso tame and but the neque um saminador uh, in not tengo espanor queten was um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, but we in English.
[AGENT][NEUTRAL] OK, but the mona to intro une cliquesoviciente or it can be arama porquelosre chasando noo um poqueno and codigodi nooi aqui loque I don't know.
[CUSTOMER][NEUTRAL] Same.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Claroperobo.
[CUSTOMER][NEUTRAL] Perote irando el ventre uno quesloon.
[CUSTOMER][NEUTRAL] And then the
[AGENT][NEUTRAL] No ceolotro claro.
[AGENT][NEUTRAL] If COVID no el el el no el COVID cuando tinen COVID potoma differentecomerogo ferromu differente and those the este este different.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] Ah, the marzo no this Marso this queue.
[CUSTOMER][NEUTRAL] Infection
[CUSTOMER][NEUTRAL] A U R I.
[AGENT][NEUTRAL] Uh-huh, yes, so loqueo pero esque cono yes soloqueta investigapoono like a processor or reclamos Norman mente and and todo locasos loqueses unodioes numero era era bolasimmidora Iversi puedo aresto overlaramentesita code papo systemma as ique my momentlaliorfaa OK.
[CUSTOMER][NEUTRAL] That's not it, it's an sufficiente.
[CUSTOMER][NEUTRAL] If um
[CUSTOMER][NEUTRAL] No, put it, see.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Uh, I'm here.
[AGENT][NEGATIVE] Oh, I have a member on that she's been crying, um, and I think, yeah, they're already closed meddling, oh no. Oh, I'm so confused. [PII], it's the end of the day.
[CUSTOMER][NEUTRAL] It's almost [PII], so what you doing?
[AGENT][NEUTRAL] I know, uh, has Netlin closed their queue or no?
[CUSTOMER][NEUTRAL] Um, there should be someone there, I think. Hang on, give me just a second.
[AGENT][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, OK, uh.
[CUSTOMER][NEUTRAL] Uh, it looks like there's 3 people there, um, [PII] and [PII].
[AGENT][NEUTRAL] OK, let me call, OK, let me call [PII] because I think y'all don't handle [PII], right?
[CUSTOMER][NEUTRAL] Are available.
[CUSTOMER][NEUTRAL] I mean I can.
[AGENT][NEUTRAL] You sure?
[CUSTOMER][NEUTRAL] Yeah, yeah, what you got going on?
[AGENT][NEUTRAL] OK, OK, OK, let me explain to you what happened. OK. So, policy number is 2336107. This is a Spanish call, so I'm not gonna transfer. I just need the information.
[AGENT][NEUTRAL] Uh, OK, so she's, she has some claims that we paid and that she has some claims that we did not pay. Um, she said that she sent the same exact information, um, for this, for this claim, so she wanted to know why we didn't use the same information to pay her other claims. Um, so this is, um, basically what I got, um, the date of service that we're looking into is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Um, uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK, is that that DM 39?
[AGENT][NEUTRAL] Mm I'm, OK.
[CUSTOMER][NEUTRAL] Claim is it on part one or is it under a different part number?
[AGENT][NEUTRAL] Oh, it's in part one. You got Florencia pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] 4, OK, let me just get it pulled up, so I see one claim number that's not paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all of the other ones have been paid.
[AGENT][NEUTRAL] Yeah, so it's the one that is not paid, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And this is not even this is the 21.
[AGENT][NEUTRAL] Give me just a second, I know.
[CUSTOMER][NEUTRAL] Your phone.
[AGENT][NEUTRAL] She just, I, I tried but she just kept talking and I was trying to look into all the paperwork and it was like, OK, and then she keeps saying, go to this date and you will see it's the same information and go to this date and you will see the same information. So right now I'm just, OK, so [PII]. OK, so let me look at this. OK.
[CUSTOMER][NEUTRAL] OK, so I see two lines for [PII].
[AGENT][NEUTRAL] OK, you know what, it's not [PII], it's [PII]. I'm so sorry for that.
[CUSTOMER][NEUTRAL] That's OK, so [PII] we denied as no diagnosis code was provided.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] So let me see if I can find that date and we'll definitely look at it because if that was an error then we'll get that fixed.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got you I got you. Deep breath, girl, deep breath. OK, yeah.
[AGENT][POSITIVE] OK, thank you, thank you, thank you.
[CUSTOMER][NEUTRAL] OK, so 3:21 urgent care visit.
[CUSTOMER][NEUTRAL] Um, aute URI.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We have a diagnosis for 321.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so 321 D X equals acute URI.
[CUSTOMER][POSITIVE] Great process.
[CUSTOMER][NEUTRAL] OK, um, I'm going to let me see what the other denials are because I don't want her asking you another questions and then you don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The next let's say 321.
[CUSTOMER][NEUTRAL] Truthfully, I think.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think the examiner just got ahead of themselves because there's even education materials that reference an upper respiratory.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I think they just got ahead of themselves and not paying attention, yeah.
[AGENT][NEUTRAL] Yeah, I saw that. Yeah. OK. OK. OK. I just wanna make sure. Yeah, I was just looking at. I said, well, it does say it, it's not a code, but it does say the diagnosis. That's why I said let me check and see if we can use that because it looks like that's what you, we have used in the past. Mhm.
[CUSTOMER][NEUTRAL] Which is fine we'll go ahead and look at that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it does say it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, so the only thing is, do we also have the EOB for this state?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because with it being meddling we will need that so that's what I'm looking for of course there's 22 pages so uh.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] There's a lot of, she sent a lot of pages. That's the thing that is like all mixed up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] She did, she sent all of her records.
[AGENT][NEUTRAL] Yeah, and it's all mixed on different, different claims, so it's not just this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Uh, yeah, that's why I'm like, oh, and I just, you know, when you have seen so many papers that you kind of get lost, you know what you're looking for, but you, you get lost.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, for sure. OK.
[AGENT][NEUTRAL] But yeah, I, I think this one is also under that 22 pages. I believe it's in page 18, if I'm not mistaken.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I do see an EOB 324 319.
[CUSTOMER][NEUTRAL] Um, 3:21 is on.
[CUSTOMER][NEUTRAL] Page 19 urgent care for 321, she [PII]ghted it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she knows that we have it we have two charges for the urgent care actually, so we have one for $693 and then we have one for $388.
[CUSTOMER][NEUTRAL] It looks like there was a co-pay of 50 for the for one of them and then their everything else was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and it looks like, yeah.
[AGENT][NEUTRAL] Yeah, she's looking for that co-pay. Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] She's looking for the 50. OK, alright, so I am going to highlight this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] What I will do is um.
[CUSTOMER][NEUTRAL] I will send.
[CUSTOMER][NEUTRAL] Uh, a request to have this reprocessed to the examiner.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I would say, you know, ask her to give us some time. These we do ask just for your knowledge we do have in our emails to the examiners that they have 2 business days to complete.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] This, um, request so um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, give us some, but that will definitely be considered. Is there anything else that she mentioned specifically before I send you back to her?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, no, it was just that day. She was just like, well, you have used this before. Why you cannot use this for this one as well. So yeah, that's, that's basically what's her question.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no, yeah, she's absolutely right. So yep, I will, I'll make a note of this for the examiner and we'll get this taken care of. It probably they're probably gone by now, so um it'll be tomorrow, but it'll get handled.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me answer.
[AGENT][POSITIVE] Yes, fine. All right, thank you so much. You're a saver.
[CUSTOMER][POSITIVE] You're so welcome. I got you, girl. I got you.
[AGENT][POSITIVE] Thank you. You have a good afternoon, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, Lisa like cola persona, um, que questanea departamento and the no the processorre clamos, um, ya medijo que yellow one via paracaia uh viso traves cones informacion paraseque pue buscal el codego cones informacion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I sure doscheques unainto novente unai yadi que you knowintosincuenta I mean recipolotro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, see correct to porque el unodiosue or ue process aridisisiete chequefebiaddo ilio eque processio elcheque mbiaddiasinueve iscaoine semana uh no no fea talonenes er acamouna is secaine semana so as lunes uh-huh.
[CUSTOMER][NEUTRAL] Ah, OK, and to say, no porquere CV.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I see we don't check it el el elmar.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If I don't cirque 10 and dia differentes correct though.
[AGENT][NEUTRAL] Secorreoald different.
[CUSTOMER][POSITIVE] OK, bueno buenosanova.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, no mae alticuatro cuarentiora but I use for the process as a clamo.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, buo gracia wea male.
[AGENT][POSITIVE] Then uh, no problem. I apologize.
[CUSTOMER][NEUTRAL] Garcia, no, no, that's it, Tadeo.
[AGENT][NEUTRAL] I no no no.