AccountId: 011433970860
ContactId: 8d61cca5-6cf1-4f1f-b392-eaf08ef204a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1559770 ms
Total Talk Time (AGENT): 666736 ms
Total Talk Time (CUSTOMER): 463943 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/8d61cca5-6cf1-4f1f-b392-eaf08ef204a6_20250328T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. So, I went to the dentist in June.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it slipped over my mouth, you know, and said, you know, this is what we recommend all the the insurance company.
[CUSTOMER][NEUTRAL] You guys like the number I've got today.
[CUSTOMER][NEUTRAL] And uh yeah you said we'll cover this we'll do that, we'll cover this much of that.
[CUSTOMER][NEUTRAL] And 9 months later,
[CUSTOMER][NEGATIVE] Uh, they got a letter in the mail saying that you're not gonna cover $600 of the bill.
[CUSTOMER][NEGATIVE] So I'm wondering why it was not covered and why I have insurance that's not covering anything.
[AGENT][NEUTRAL] Well, I can certainly help you with that, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, I can look it up by your social. Would that be OK?
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and current mailing address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then finally, what is your email address, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So I'm checking on those claims for you.
[AGENT][NEUTRAL] Do you know what date of service that was?
[CUSTOMER][NEUTRAL] It was in June.
[AGENT][NEUTRAL] OK, let me check. All right, let me take a look real quick for you.
[CUSTOMER][NEUTRAL] That's all I know.
[AGENT][NEUTRAL] Let's see, I've got a claim in June, so let's take a look at it.
[AGENT][NEUTRAL] Was that for a dentist, um, OK, so I'm gonna butcher this name. I do apologize, but
[AGENT][NEUTRAL] Doctor [PII].
[CUSTOMER][NEUTRAL] Probably [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, something. [PII].
[AGENT][POSITIVE] Sorry about that
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I, I couldn't do it either, don't worry.
[AGENT][NEUTRAL] OK, so I'm showing on that one claim we paid $484.20.
[AGENT][NEUTRAL] I do have another claim.
[AGENT][NEUTRAL] And that was paid in February.
[AGENT][NEUTRAL] We have another claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was paid in February.
[AGENT][NEUTRAL] Same dentist, um.
[AGENT][NEUTRAL] We paid $280.80.
[CUSTOMER][NEUTRAL] There was one, it was.
[CUSTOMER][NEUTRAL] Like a a 6 to $700 procedure and it had to do with putting like steroids in my gums.
[AGENT][NEUTRAL] OK, so this looks like, uh, maybe a.
[CUSTOMER][NEUTRAL] Prob probably something injection.
[AGENT][NEUTRAL] Chemotherapeutic agent.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, not therapeutic, no, because my gums were receding and the steroids kills the germs that stopped the receding.
[AGENT][NEUTRAL] OK, let me check this one.
[CUSTOMER][NEUTRAL] So I thought, because I know if it's cosmetic, it's not covered, so this is not cosmetic.
[AGENT][NEUTRAL] Right, right, right, right.
[CUSTOMER][NEGATIVE] I paid like 100 to $200 when I left, and now they're telling me I owe $500 to $600.
[CUSTOMER][NEUTRAL] Because it got rejected like a week ago.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] A week ago?
[CUSTOMER][NEUTRAL] They said they got the letter for you guys.
[CUSTOMER][NEUTRAL] Just recently, so they called me up a few days ago, so I'm assuming it was that day or the day before.
[CUSTOMER][NEGATIVE] So within the last week, within within 7 days, the letter came back to them saying we're not paying.
[CUSTOMER][NEUTRAL] For that procedure.
[CUSTOMER][NEUTRAL] After they had already called.
[CUSTOMER][NEUTRAL] And said what's covered, what's not, this is what he needs, how much, you know, uh you know or how much of the procedure for each one do you cover? and they said this was covered.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I
[CUSTOMER][NEUTRAL] 9 months later you're coming back saying no.
[AGENT][NEUTRAL] Let's see, hang on.
[AGENT][NEUTRAL] I'm seeing a claim for like the periodontal maintenance scaling and root plan planning and periodontal maintenance.
[AGENT][NEUTRAL] That was from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we paid that 1 $232.20.
[AGENT][NEUTRAL] Um, let me check this code. Hang on just a second.
[CUSTOMER][NEUTRAL] They told me it was something in June.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEGATIVE] Because I was like in June, so 9 months later, they go, no.
[CUSTOMER][NEUTRAL] They go, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, if you guys didn't cover it, it wouldn't be on there anyway, right?
[AGENT][NEUTRAL] Oh it would be because if they submitted a claim for that service, even if we denied it, we would have that on file.
[AGENT][NEUTRAL] Um, let me check one other claim, so bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can try calling them if needed to find out more possibly.
[AGENT][NEUTRAL] Yeah, I mean, I'm showing.
[AGENT][NEUTRAL] Now for your periodontal services, now we pay 80%.
[AGENT][NEUTRAL] Of the usual customary rate in that area.
[AGENT][NEUTRAL] I do see on [PII], there was a periodontal maintenance code submitted.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We paid $79.20. They charged $198.
[CUSTOMER][NEUTRAL] $1000?
[AGENT][NEUTRAL] One, no, they, they charged $198 for that period Donaldal service.
[AGENT][NEUTRAL] And for
[CUSTOMER][NEUTRAL] They're telling me I owe like 500 to 600 bucks.
[AGENT][NEUTRAL] Now, I wonder if that's for the remaining.
[AGENT][NEUTRAL] 20% because we paid 80% for those services in June.
[CUSTOMER][NEUTRAL] I paid money before leaving the office.
[AGENT][NEUTRAL] I, I don't know. I'm looking at your claims and I'm seeing that we paid them the only.
[AGENT][NEUTRAL] I'm just checking to see if there was anything that was denied on the claims.
[AGENT][NEUTRAL] And I don't see anything that was denied.
[AGENT][NEUTRAL] Back in June.
[AGENT][NEUTRAL] Have you created a login on our our portal?
[CUSTOMER][NEUTRAL] No, I don't know anything about that.
[AGENT][NEUTRAL] OK, so we do have a portal and if you're ever interested you can create a login and password and view the claims that have been processed on your policy.
[CUSTOMER][NEGATIVE] I'm so confused why.
[CUSTOMER][NEGATIVE] Cause every time I've been there, I've always paid whatever wasn't covered by the insurance.
[CUSTOMER][NEUTRAL] They're saying now something got rejected.
[CUSTOMER][NEUTRAL] And then I owe 5 to 600 plus.
[AGENT][NEUTRAL] I mean, I'm looking.
[AGENT][NEUTRAL] I would
[AGENT][NEUTRAL] Call, contact them back.
[AGENT][NEGATIVE] And ask them what they are charging for that amount and you know just tell them that you called us and we have paid claims and don't see exactly what their.
[AGENT][NEUTRAL] Charging for unless it's the remaining balance.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It shouldn't be a remaining balance. I paid the remaining balance when I left.
[AGENT][NEUTRAL] Have you paid? Yeah, yeah.
[CUSTOMER][NEUTRAL] And I've never had to pay 500 to 600 bucks. It's usually like 100 or 2.
[AGENT][NEGATIVE] Unfortunately, I'm just not seeing what they might be charging you for. I would definitely contact them.
[AGENT][NEGATIVE] Did they just call you and tell you you owed that and we denied something?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] For June services.
[AGENT][NEGATIVE] I'm not understanding what they're.
[CUSTOMER][NEUTRAL] Yeah, for a service in June.
[CUSTOMER][NEUTRAL] There was a service, some of it was covered, but they said one procedure wasn't.
[AGENT][NEUTRAL] Did they happen to give you that procedure?
[CUSTOMER][NEUTRAL] It was, it was
[CUSTOMER][NEUTRAL] It was the injection to my gums.
[AGENT][NEUTRAL] I'm going back through real quick, see what I can find.
[CUSTOMER][NEUTRAL] Which I believe if I remember right, was like 700 to $800.
[CUSTOMER][NEGATIVE] And I paid money when I left, meaning leaving a remaining balance of 500 to $600 because the rest is supposed to be covered, and they had called before even doing it to make sure what's covered, what's not how much.
[CUSTOMER][NEUTRAL] And it's supposed to be covered.
[CUSTOMER][NEGATIVE] They said they got a letter in the mail saying that you're not covering it.
[AGENT][NEUTRAL] Let me check this claim.
[CUSTOMER][NEUTRAL] Yeah, so they called that they they're saying they called, told you everything.
[CUSTOMER][NEUTRAL] You know, you gave a rundown.
[CUSTOMER][NEUTRAL] That procedure was supposed to be covered.
[CUSTOMER][NEUTRAL] If not fully, at least partial mostly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, and
[CUSTOMER][NEGATIVE] Within the last week of June, so 9 months go by, they get a letter in the mail saying you guys ain't gonna pay it.
[AGENT][NEUTRAL] Well, see, I'm, and I am looking for that if you say it was 2 weeks ago, the last
[CUSTOMER][NEUTRAL] For that procedure.
[AGENT][NEUTRAL] Thing we processed was on [PII].
[AGENT][NEGATIVE] And so they should have received a check, but this was for a December date of service and we paid it.
[CUSTOMER][NEUTRAL] I was in there in June.
[AGENT][NEUTRAL] And I'm looking, everything that I see in our system with the data service of June was paid.
[AGENT][NEGATIVE] So I'm as confused as you are now.
[CUSTOMER][NEUTRAL] So what, what possibly because you, yeah, because you know this much better than I do. I haven't had insurance before truck in a couple of years ago. I've never, never had insurance of any kind. So this is all fairly newer to me. First time with this this issue. Is it possible you guys paid it and they don't realize it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know anything's possible, it's most likely.
[AGENT][NEUTRAL] It is possible.
[AGENT][NEUTRAL] It's possible.
[CUSTOMER][NEUTRAL] Is there a way to get through from you guys that was covered and paid.
[AGENT][NEUTRAL] So and that's why I was saying if you wanted to create that um account online.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hang on just a second, let me see if there's.
[AGENT][NEUTRAL] Hang on just a second. I can email you the EOBs, which you should have received by mail.
[CUSTOMER][NEUTRAL] I'm a trucker. I'm on, I'm on the road for months.
[AGENT][NEUTRAL] You're on the road, and when you get home, you're just like, mm, yeah. You want me to email you?
[CUSTOMER][NEUTRAL] I got a stack of paperwork to go through.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] You know me everything from June.
[AGENT][POSITIVE] Yeah, let me do that and see if that'll help uh cause uh
[CUSTOMER][NEUTRAL] I'm really hoping that there's like a mix up here and I, I don't have to pay this right now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Does it tell you how much I pay for dental right now? Like, uh, for what is it, week or month?
[AGENT][NEUTRAL] On this policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'll have to look at that. Let me, let me get this emailed to you real quick. Hang on a second.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I didn't know if it was something quick and easy to find or if it takes 6 minutes to dig or something.
[AGENT][NEUTRAL] Yeah, I just got to go to a different screen, but let me get this emailed to you super quick.
[AGENT][NEUTRAL] Give me just one quick second.
[AGENT][NEUTRAL] Just gotta go through all the steps.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I apologize, it's taking a minute.
[CUSTOMER][NEUTRAL] Oh you
[CUSTOMER][NEUTRAL] $600. I got all day.
[AGENT][NEUTRAL] Say help me any way you can, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what is this you're emailing like a whole rundown of everything June that was paid out by you guys?
[AGENT][NEUTRAL] Yeah, what I'm going to email you is called an explanation of benefits and it will show the claim decision what was paid what was.
[AGENT][POSITIVE] If there was any denials, you can view those on these as well.
[CUSTOMER][NEUTRAL] Does it show the bill they sent you from June?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, these are the the claims that they sent us from for [PII].
[CUSTOMER][NEUTRAL] OK, and does it show?
[CUSTOMER][NEUTRAL] Like what was paid and what wasn't.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It will, it'll have the um paid amount. It'll also have the.
[AGENT][NEUTRAL] Um, sorry, it'll have the check number that was paid.
[AGENT][NEUTRAL] So I'll have your payment information, all that was paid to that provider.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And let's see if there's any others from June.
[AGENT][NEUTRAL] It's just two claims for you.
[CUSTOMER][NEUTRAL] And if there was
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEGATIVE] It was, there was just 2 claims from June.
[CUSTOMER][NEUTRAL] Yeah, probably it's teeth cleaning and the, the steroids for my gums.
[AGENT][NEUTRAL] So I'm wondering if did they receive a denial from us or did they maybe not submit a claim for those charges?
[CUSTOMER][NEUTRAL] That's what makes sense.
[CUSTOMER][NEUTRAL] They, they said they received the denial.
[AGENT][NEUTRAL] And the denial we just sent out was for [PII], and it wasn't a denial, there was just a part of it that was denied.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there is a denial of
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] What was the denial for?
[AGENT][NEUTRAL] Well, actually, it was just a partial payment on the periodontal maintenance.
[AGENT][NEUTRAL] If we paid $59. Yeah, that's.
[CUSTOMER][NEUTRAL] What is that like a regular TV?
[AGENT][NEUTRAL] That's your regular
[CUSTOMER][NEUTRAL] Yeah, that would be just teeth cleaning, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it was just part of that payment was applied to your deductible.
[AGENT][NEGATIVE] Because you know you have a $50 deductible. No, no, it shouldn't be.
[CUSTOMER][NEUTRAL] Yeah, it wouldn't be a 500 to $600 bill.
[CUSTOMER][NEUTRAL] Of course I asked them for paperwork. Oh, it takes a few weeks and we'll have to send it out to your address.
[AGENT][NEUTRAL] And I'm gonna
[CUSTOMER][NEUTRAL] I can't email it I'm a trucker.
[AGENT][NEUTRAL] Well, I'm fixing to email this to you. Yeah.
[CUSTOMER][NEUTRAL] So we'll see how this goes.
[AGENT][NEUTRAL] And what I'm gonna do, you're driving, aren't you?
[CUSTOMER][NEUTRAL] No, no, no, I'm drove all night. I'm done.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I am going to send these to you and I want to, if you can.
[AGENT][NEUTRAL] If you will see if you received them.
[AGENT][POSITIVE] And can open the attachments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just sent those to to you.
[AGENT][NEUTRAL] Going to be from the care team.
[CUSTOMER][NEUTRAL] I got
[AGENT][NEUTRAL] It sometimes takes just a minute.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, so it's 2 PDF.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Click the one on the left here.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, so it's got service date.
[CUSTOMER][NEUTRAL] Got a
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I see that one.
[CUSTOMER][POSITIVE] Sure that'll help.
[CUSTOMER][NEUTRAL] Chemotherapeutic.
[CUSTOMER][NEUTRAL] What is, what is local chemotherapeutic?
[AGENT][NEUTRAL] So, I was looking at that. That looks like for your gums, it looks like an injection.
[AGENT][NEUTRAL] No, I'm not a dentist, so I'm not sure.
[CUSTOMER][NEUTRAL] OK, that's probably what they're talking about.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] But I just don't see why they're saying we didn't pay it.
[CUSTOMER][NEUTRAL] Yeah, that's, that's what they're saying, and then I have a balance of.
[CUSTOMER][NEUTRAL] Couple $100. So the amount, total benefits paid is $420 from you guys, $48,420 from you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm gonna check one more thing.
[CUSTOMER][NEUTRAL] Uh, does it say what the bill was in total before you paid?
[AGENT][NEUTRAL] I don't, I'll have to go through each pro I'll have to look at the claim. Hang on just a second. I do want to check one thing though. Let's, let's check this.
[CUSTOMER][NEUTRAL] They said that none of it was covered either, so.
[CUSTOMER][NEGATIVE] Clearly something's not right. That makes sense. It's $480 and I think I paid $100 when I left, so there's $580 right there.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's probably it.
[AGENT][NEUTRAL] So I'm wondering if maybe they haven't received the payment.
[CUSTOMER][NEUTRAL] Well, they told me it got rejected.
[AGENT][NEUTRAL] See, but there's nothing.
[CUSTOMER][NEGATIVE] Maybe they just said that and they didn't receive it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh there's more here.
[CUSTOMER][NEUTRAL] The other one
[CUSTOMER][NEUTRAL] But you guys did pay for it.
[AGENT][NEUTRAL] Right, so that's why I've been just been sitting here going what?
[CUSTOMER][NEUTRAL] I don't remember how much.
[CUSTOMER][NEUTRAL] OK, so should I send this to them and see what they say?
[AGENT][POSITIVE] You can or they can call our office and we'll be happy to talk to them about it.
[AGENT][NEUTRAL] I mean you've got the claim numbers right there you see where we did process and pay them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, because he got denied.
[AGENT][NEUTRAL] And what, what is that? Let's see.
[CUSTOMER][NEUTRAL] It's just uh
[AGENT][NEUTRAL] Let me check something.
[AGENT][NEUTRAL] And that, that was kinda
[AGENT][NEUTRAL] I was curious about that because I don't see anything denied.
[AGENT][NEUTRAL] So in total that would have been $765 that we paid for those services in June.
[CUSTOMER][NEUTRAL] That you paid?
[AGENT][NEUTRAL] And then you pay. That's right. That's the total of those two claims.
[CUSTOMER][NEUTRAL] That that sounds like it's about the amount of what I owed when I got the procedure done. I'm also trying to remember 9 months to go too.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And it, I'm, I'm just really curious if they received those checks maybe, you know, with the mail, you never know, but.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Yeah, who knows what really, yeah, maybe they didn't get paid and so they were denied.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So I would, I, here's what I would suggest, I would call them back and I would say, look, I've been talking to my insurance company and they did pay two claims. Um, I've got the, you can call, they're EOBs, that's what we call them for short. It's an explanation of benefits, which explains the processing of the claim, what was paid and um for each procedure. You can tell them I've got the EOBs where they paid those claims.
[CUSTOMER][NEUTRAL] Now they want it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And see if they have received that information. The claim number is listed on each EOB.
[AGENT][NEUTRAL] Under the claim number.
[CUSTOMER][NEUTRAL] OK, and the number here, the number to call you is [PII]?
[AGENT][NEUTRAL] No, our phone number is [PII]. Are you looking at that on the EOB?
[CUSTOMER][NEUTRAL] Is there any
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I've gotten so many numbers in like 20 minutes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Trying to call. I also don't remember where I wrote this.
[AGENT][NEUTRAL] Yeah, so our phone number is [PII].
[CUSTOMER][NEGATIVE] You know I just hold it down somewhere too and I can't even find it.
[CUSTOMER][NEUTRAL] All right, I'm gonna write it down one more time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you for your help. I'm gonna go call them now.
[AGENT][NEUTRAL] Yeah, and like I said, they can give us a call if they have not received that, they'll need to contact us so that, you know, if they didn't get the checks, we can void the checks and verify the the address to where to send the checks and we can have those checks reissued. I'm hoping for you that that is the case.
[AGENT][NEUTRAL] You know that maybe they were lost in the mail or you know with mail you just never know. Maybe we had the incorrect address on the claim to send the checks to we can void those checks and have them reissued to the provider and wouldn't that just be wonderful then they can get that payment.
[CUSTOMER][NEUTRAL] Yeah, I'm kinda.
[CUSTOMER][NEGATIVE] I'm kind of thinking they didn't get paid and just said whatever to call me and try to get the payment from me now.
[AGENT][NEUTRAL] Yeah. But I don't see, like I said, the only thing.
[CUSTOMER][NEUTRAL] I know what I'm thinking right.
[AGENT][NEUTRAL] Yeah, we have not sent them a letter in the month of March regarding claims.
[CUSTOMER][NEUTRAL] So do you have uh like an extension or is it just you that answers the phone every time or what?
[AGENT][NEUTRAL] Uh, they can ask to speak to me. My name is [PII], but any claims representative will be happy to assist. I have put in the notes that I emailed you those XOBs for um the claim numbers listed for June services.
[AGENT][POSITIVE] So anybody would be happy to assist you or them or my name is [PII]. If I'm available, I'll be happy to assist you further.
[AGENT][POSITIVE] A lot of times I'm on a call. It's been a pleasure. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[CUSTOMER][NEUTRAL] Right, right, of course.
[CUSTOMER][POSITIVE] No, hopefully this gets worked out and I don't have to make.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] About 10 more calls trying to figure out who I'm supposed to talk to.
[AGENT][POSITIVE] We're, we're gonna, we're gonna count on that, that it gets resolved.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure and thank you for calling APL, [PII]. You have a wonderful day and a happy weekend. Stay safe.
[CUSTOMER][NEUTRAL] They use
[AGENT][POSITIVE] Thank you. Bye bye.