AccountId: 011433970860
ContactId: 8b9483c7-c785-4a8d-affb-8aa3282a8ad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2154879 ms
Total Talk Time (AGENT): 564244 ms
Total Talk Time (CUSTOMER): 912730 ms
Interruptions: 15
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/8b9483c7-c785-4a8d-affb-8aa3282a8ad6_20250523T18:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon [PII]. Uh, actually I'm speaking, OK, myself [PII] calling from provider's office to check the claims. Uh, one of your colleague named [PII] I was been discussing the claims with her. Unfortunately, the call was been dropped. Would you mind to connect me with her or, uh, that you may not mean, sir, please assist me for the clients I have the QE.
[AGENT][NEUTRAL] Sure I can help you with that. Um, what is a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you mhm.
[CUSTOMER][NEUTRAL] Mm that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 0216860.
[CUSTOMER][NEUTRAL] 8 Mike for like M like mother either, L for lion, and number 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII], [PII].
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] And I have data service December 1020 December 10 2024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] $250 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] All right, I'm showing that this claim was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] The claim number is 359.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3406.
[CUSTOMER][NEUTRAL] [PII] and the full amount is $257.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] And it looks like this claim was denied.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Due to this policy does not provide a benefit for services in which no charges were incurred.
[AGENT][NEUTRAL] As well as office visits not being covered.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mm, OK, can you fax the EOB to my fax?
[AGENT][NEUTRAL] What's a good fax number for you?
[CUSTOMER][NEUTRAL] 561.
[CUSTOMER][NEUTRAL] 303.
[CUSTOMER][NEUTRAL] 2133, you got it?
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes, you may keep my name in the attention box.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You were the primary.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is there anything else I can help you with? OK.
[CUSTOMER][NEUTRAL] Give me a moment, we'll move to the next, yes, yes, I have a few claims.
[AGENT][NEUTRAL] Same person or?
[CUSTOMER][NEUTRAL] We'll discuss that one by 11 2nd, no different, different, all are different with different. Give me a second. Let me go slowly. You too, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, give me just one second then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Deline that services.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have a date?
[CUSTOMER][NEUTRAL] Q.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] This is the [PII]
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please transfer me?
[CUSTOMER][POSITIVE] Yes, I do, yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] I thought the line was disconnected again. OK, please take.
[AGENT][NEUTRAL] Oh no, sorry, I was waiting for you. I just didn't want you to think that I.
[AGENT][NEUTRAL] I was rushing you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] [PII]. You are [PII], spell out your name, please.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, ma'am. Can I have your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's for humanity.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, got you.
[CUSTOMER][NEUTRAL] Move to the next patient whenever you're ready for the policy ID or the certificate number.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] 02169
[CUSTOMER][NEUTRAL] 052
[CUSTOMER][NEUTRAL] [PII] or mother lion #8.
[AGENT][NEUTRAL] OK. And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Patient is [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $250 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] W for Whiskey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] 5 25 is a bill of $354.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] 921-097-8.
[CUSTOMER][NEUTRAL] Uh, please, please check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] You said $250?
[CUSTOMER][NEUTRAL] Do you have any claim for $270?
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Like a submitted Medicare, yeah, both claims are there means please go ahead thank you.
[AGENT][NEUTRAL] OK, it looks like
[CUSTOMER][NEUTRAL] How's your day?
[AGENT][NEUTRAL] Good, yours?
[CUSTOMER][NEUTRAL] Sorry to interrupt you. I thought you are taking so much breaks and in the meantime I need to be kept calm. I wanna feel something that's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, it looks like we res.
[CUSTOMER][NEUTRAL] Continue discussing some.
[CUSTOMER][NEUTRAL] Sorry to interrupt you again, please, ma'am. Can then you know nothing.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It looks like we received this claim on [PII]. We processed this claim on [PII]. It looks like this claim was denied.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I can give you
[CUSTOMER][NEUTRAL] The Hila, no.
[CUSTOMER][NEUTRAL] Date of service is [PII]. You're telling March to receive a date.
[AGENT][NEUTRAL] I'm telling you, that's when we received and processed the claim.
[CUSTOMER][NEUTRAL] No, please think date of service [PII]. How can you receive on March month?
[CUSTOMER][NEUTRAL] 56138.
[AGENT][POSITIVE] Oh, I apologize. I mean [PII], I mean [PII]. I'm so sorry.
[CUSTOMER][NEUTRAL] Have you understood
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, again, for [PII], I have date of service [PII] with a charge of $250 even 250,0424 [PII], that is [PII]. You got it?
[AGENT][NEUTRAL] And I'm showing that we've received that claim on [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, that is correct.
[AGENT][NEUTRAL] We processed that claim.
[CUSTOMER][NEUTRAL] [PII] processor did what?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] May [PII].
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] [PII], what happened to this claim?
[AGENT][NEGATIVE] It looks like this claim was denied.
[CUSTOMER][NEUTRAL] Denied why.
[AGENT][NEGATIVE] Due to office visits not being covered.
[CUSTOMER][NEGATIVE] Would you deny all the claims you discussed 3 claims, all are denied.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well, this is a secondary gap insurance. This claim was also denied because it's only payable if we, if the major medical insurance provider provided benefits. So if the major medical insurance or their primary insurance um paid any benefits, we need their explanation of benefits showing what they paid in this claim because this claim will not pay until we know that major medical paid first.
[CUSTOMER][NEUTRAL] Mm. Oh.
[CUSTOMER][NEUTRAL] Hm mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In this case, can I have the patient plan name?
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] Let me look that up for you.
[AGENT][NEUTRAL] Uh, they have Florida Blue.
[CUSTOMER][NEUTRAL] No, not the primary your office like.
[CUSTOMER][NEUTRAL] Patient HMO E P O PPO.
[AGENT][NEUTRAL] Um, no, we don't, we don't have that. This is just secondary gap. So as long as the primary insurance pays, this one, should pay towards that as well.
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] So this the the denial is for uh services are not paid under office visits are not covered, right?
[AGENT][NEUTRAL] So we're not in network like that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, and we need the primary insurance explanation of benefits.
[AGENT][NEUTRAL] That needs to be
[CUSTOMER][NEUTRAL] But you already denied, right?
[AGENT][NEUTRAL] Right, but if we get the primary insurance explanation.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And with this claim number then we can reprocess it.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] OK. Can I get the claim number?
[AGENT][NEUTRAL] The claim number is 359-9775.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, now, in this case, can you please send me the UOB copy for this one to my fax?
[AGENT][NEUTRAL] Same fax number?
[CUSTOMER][NEUTRAL] Uh, same fact, same attention everything same.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, yes, I have 1 2nd. Let me out from this policy. We'll get back to you 1 2nd.
[CUSTOMER][NEUTRAL] OK. Whenever you're ready for the next policy.
[CUSTOMER][NEUTRAL] You or me.
[AGENT][NEUTRAL] Alright, and what is that policy number?
[CUSTOMER][NEUTRAL] I have 02 yeah policy number is 02263082 my mother lion 8. please.
[AGENT][NEUTRAL] OK, let me look at that for you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, and is there any.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 90833.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim for that date of service.
[CUSTOMER][NEUTRAL] [PII], you don't have a claim?
[AGENT][NEGATIVE] No, not for that one.
[CUSTOMER][NEUTRAL] Is this fax number [PII] correct fax to submit the claims?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Then you may receive within the date of [PII] all the claims are received with the same fax.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, if it's for March, so it's [PII] correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEGATIVE] Right, I'm not seeing anything for that for this patient.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Under tenant you don't have the claims.
[AGENT][NEUTRAL] No, I don't have that claim.
[CUSTOMER][NEUTRAL] Please give me 1 quick second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 251-47770.
[CUSTOMER][NEUTRAL] Uh, what about this, uh.
[CUSTOMER][NEUTRAL] Member policy effect to date.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] OK. This policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] Hello? Mhm. Mhm.
[AGENT][NEUTRAL] And the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] That means policy is inactive for the date of service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You're telling claim was need to be submit, but no, you're telling policies lapsed October of what date it was being terminated for the last year.
[AGENT][NEUTRAL] It was lapsed on [PII].
[CUSTOMER][NEUTRAL] [PII], you've been the secondary insurance, right?
[AGENT][NEUTRAL] We are secondary insurance, yes, sir.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Allied benefits like Allied Allied American continental.
[CUSTOMER][NEUTRAL] United Healthcare United Aviation.
[CUSTOMER][NEUTRAL] A light caution be headaches so from.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And do you hope to have any active coverage details or the active insurance coverage as a secondary or the member hope uh this was being active with the different account or different policies within your insurance?
[AGENT][POSITIVE] I can check that for you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] 209
[CUSTOMER][NEUTRAL] You go pay them once we go through there.
[AGENT][NEUTRAL] It looks like she does have.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] A new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you ready for the account number?
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's 02549553.
[CUSTOMER][NEUTRAL] That's the policy ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] From what date it is active?
[AGENT][NEUTRAL] It has an effective date of [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, to still act as secondary insurance with you?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And what.
[CUSTOMER][NEUTRAL] Secondary insurance.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I do for this DOS.
[CUSTOMER][NEUTRAL] OK, I have a member ID is 02549553. This has been effective from last year, October onwards still active as a secondary insurance. And can I bill this uh claim under the new policy ID with the primary UOB to the same fax?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, can I have the timely filing limit on the mailing address too for you to submit the claims?
[AGENT][NEUTRAL] We don't have timely filing so as long as the policy was active during the dates of service, you can file a claim.
[CUSTOMER][NEUTRAL] Mhm. Mailing address, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Our mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I think I got this it's [PII] uh.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And same fax as uh.
[CUSTOMER][NEUTRAL] Ending with 9423, right?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, please give me a second, we'll go to the next sorry, next patient.
[CUSTOMER][NEUTRAL] Whenever you're ready.
[AGENT][NEUTRAL] OK, and what's the other policy number?
[CUSTOMER][NEUTRAL] Mm policy ID this I have uh.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 13195.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][POSITIVE] Mm, take your time.
[CUSTOMER][NEUTRAL] 11 points.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] $27 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you send me
[AGENT][NEUTRAL] It looks like we received that claim on [PII]. It was processed on [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Claim number.
[AGENT][NEUTRAL] And it looks like it was paid.
[AGENT][NEUTRAL] Claim number is 35.
[CUSTOMER][POSITIVE] Oh finally I got the payment mhm.
[AGENT][NEUTRAL] 359-9517
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][NEUTRAL] How much you paid?
[AGENT][NEUTRAL] It looks like $11.32.
[CUSTOMER][NEUTRAL] And uh for this 11:32 a patient the liability.
[AGENT][NEUTRAL] We don't handle patient responsibility, that would be up to the provider.
[CUSTOMER][NEUTRAL] What about the check card EFT information for this?
[AGENT][NEUTRAL] So I can check the
[CUSTOMER][NEUTRAL] Paper
[AGENT][NEUTRAL] Check for you, just a moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Check the check information.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] It looks like that check is outstanding. We issued the check on [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, check number please.
[AGENT][NEUTRAL] 2043719
[CUSTOMER][NEUTRAL] And a single amount or bulk?
[AGENT][NEUTRAL] Single amount.
[CUSTOMER][NEUTRAL] I'll check them out.
[CUSTOMER][NEUTRAL] And you mentioned it is issued on [PII], right? Uh, may I know the pay address for that paper check?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, it looks like the check is outstanding, so no one has cleared the check yet.
[CUSTOMER][NEUTRAL] But where it went for.
[AGENT][NEUTRAL] It went to the provider. Do you have the provider's address and I can verify that with you.
[CUSTOMER][NEUTRAL] I should.
[CUSTOMER][NEUTRAL] I have [PII] a provider that I have [PII] and the street is [PII].
[AGENT][NEUTRAL] Yes, that was where the check was issued.
[CUSTOMER][NEUTRAL] And uh can you send me the UOB copy for this one?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] How do you
[AGENT][NEUTRAL] Give me just a moment and I can fax that over to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have one more patient that's the last.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] By the way, [PII], are you working for Monday long weekend?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, we have a long weekend coming up.
[AGENT][NEUTRAL] Alright, and what is the policy number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, no, please stick with the same policy. Sorry, previous claim. I need to validate, OK, I have a payment for 11 $11.32 was being paid another single check 2043719, and the single check was being uh claim number 3599517, right?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The check number was 2043719.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, and everything is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm so I allowed to pay. Give me a second please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And uh when can I expect the faxes?
[AGENT][NEUTRAL] Um, I sent one of, I sent two of them. I'll send this one in just a moment.
[CUSTOMER][POSITIVE] Mhm, no worries please, mm.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] OK, almost with you one sec.
[CUSTOMER][NEUTRAL] OK, here I go, uh, the last policy and this, uh, member ID whenever you're ready, that is uh 1071136.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You got that?
[AGENT][NEUTRAL] Yes, sir, give me just a second.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Only 804-082025 [PII].
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] $256 even 256.
[AGENT][NEUTRAL] Alright, let me look.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we received this claim on [PII]. It was processed on the [PII].
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is paid.
[CUSTOMER][NEUTRAL] Claim number
[AGENT][NEUTRAL] The number is 359-941-5.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Please give me a moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You told it is paid, right? May I know the payment amount?
[AGENT][NEUTRAL] It looks like we paid $25.
[CUSTOMER][NEUTRAL] $25 you paid?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was that paid for the entire claim?
[AGENT][NEUTRAL] Yes, that was all that was paid for that claim.
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[AGENT][NEUTRAL] We don't determine patient responsibility. That would be with the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check details.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like it came in 2 checks, so I'll have to give you each check individually.
[AGENT][NEUTRAL] So the first check number is 204.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3471.
[AGENT][NEUTRAL] For the amount of $13.64.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It looks like this check is outstanding and the issue date was [PII], and it was paid to Wellington Medical Care.
[CUSTOMER][NEUTRAL] And the address I have [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So give me a moment.
[CUSTOMER][NEUTRAL] OK, and uh, go with the second check.
[CUSTOMER][NEUTRAL] OK, first like, OK, give me a moment.
[CUSTOMER][NEUTRAL] Please conclude up to here. What about the claim number for this payment of $13.64?
[AGENT][NEUTRAL] Yes, that was one payment. The other one I'm getting in just a second.
[CUSTOMER][NEUTRAL] No, no, uh, no, [PII], you're getting confusing me. You told you paid two payments for this data service. First, the claim got paid with $13.64 and the check number 2043471. For this check number and for that payment, do you have any claim number separately or not?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, the claim is the same number.
[CUSTOMER][NEUTRAL] OK, OK, that's fine, thank you. Go to the 2nd 1.
[AGENT][NEUTRAL] It looks like the second amount is for $11.36 and it was paid to a [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That check is outstanding.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That check is outstanding with an issue date of [PII].
[CUSTOMER][NEUTRAL] One second, do you, do you mind that, uh, like confirm the patient account number for the client?
[AGENT][NEUTRAL] The patient account number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What about the $13 payment claim?
[AGENT][NEUTRAL] It's the same number. It's all through the same.
[AGENT][NEUTRAL] Patient in the same.
[AGENT][NEUTRAL] Claim.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh please uh get me the, uh.
[CUSTOMER][NEUTRAL] EOB information to my fax.
[AGENT][NEUTRAL] OK, I can have that faxed to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, I think, uh, when can I expect those all faxes?
[AGENT][NEUTRAL] Um, I'm sending the last one right now, so expect it by.
[AGENT][NEUTRAL] Expect them in a few minutes. I sent all the other ones except for this one.
[CUSTOMER][NEUTRAL] OK, is this the claim number? mm, is this the claim number I have 3599415?
[AGENT][NEUTRAL] Yes, the number you're calling from or the number you called is for claims, yes sir.
[AGENT][NEUTRAL] Oh, the claim and the claim number is 35.
[CUSTOMER][NEUTRAL] No, no, for this data service claim number, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 359-9415 yes.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, thank you. Call from stock and just note.
[AGENT][NEUTRAL] Uh, we don't have a call reference number, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Hope you do take care of yourself and enjoy your long weekend. Bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hm