AccountId: 011433970860
ContactId: 901c17c5-de73-4ef1-abb9-705b821bf9f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2765120 ms
Total Talk Time (AGENT): 623273 ms
Total Talk Time (CUSTOMER): 815393 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/901c17c5-de73-4ef1-abb9-705b821bf9f5_20250107T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII], and I need the claim information. May I have your name again?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said your name was
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], the last letter is [PII] [PII]
[CUSTOMER][POSITIVE] Thank you so much. And my name is [PII], S like [PII] is my initial.
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Mhm. Sure. [PII].
[AGENT][NEUTRAL] What is the extension?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check status on today?
[CUSTOMER][NEUTRAL] Uh, let me check. So I have a claims, uh, uh, 2 claims I have.
[AGENT][NEUTRAL] How many?
[CUSTOMER][NEUTRAL] 12, 1 to 12.
[AGENT][NEUTRAL] 12
[CUSTOMER][NEUTRAL] Yes, 12.
[AGENT][NEUTRAL] Are they for the same patient or 12 different patients?
[CUSTOMER][NEUTRAL] Mhm. All under different patient.
[AGENT][NEUTRAL] OK, so [PII], I can help you with all of these, but you will use my name along with today's date as your call reference number for each one.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also, any information that is provided on any of the claims will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you need a copy of any explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You will obtain those by going to our portal.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what is your first patient's policy number, please?
[CUSTOMER][NEUTRAL] Thank you. So the first uh member number, I have, uh,
[CUSTOMER][NEUTRAL] 02152658
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. Patient name is uh [PII]. Date of birth, I have uh [PII].
[AGENT][NEUTRAL] What month?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Date of service I have uh.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII], it's a date range and the amount is $1510 even.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. There is no claim on file for him for that date range.
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] So OK fine. So can you please, uh, OK, I already have a mailing address, but let me verify. So it's uh [PII] [PII]. OK, [PII], right?
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes sir, that is correct.
[CUSTOMER][NEUTRAL] And uh there's no TFL we can submit this claim any time, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Thank you. And uh for this claim, so I need the member effectively get like policy active on data service.
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the term date is 6, term date [PII].
[CUSTOMER][NEUTRAL] To current, right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So let me open the next one.
[AGENT][NEUTRAL] OK, so you're gonna need to get I have to make notes on each claim that I checked for you so I will once I make my note, I will let you know when we're ready to move to the next member. This is the only data service so for him, is that correct?
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Uh-huh, yes, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and the next uh member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm sure, one moment.
[CUSTOMER][NEUTRAL] OK, so the next, uh, just a 2nd, 005.
[CUSTOMER][NEUTRAL] OK. So 02152658.
[AGENT][NEUTRAL] That's the same policy we just did.
[CUSTOMER][NEUTRAL] So, just a second.
[CUSTOMER][NEUTRAL] Uh, this is OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh one moment.
[CUSTOMER][POSITIVE] Oh yes yes in a moment.
[CUSTOMER][NEUTRAL] It's a [PII], just a 2nd. 1st 1 is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, uh, which fashion, uh, fashion we did, uh, [PII] [PII] or the, uh, the
[AGENT][NEUTRAL] Which is [PII] [PII].
[CUSTOMER][NEUTRAL] [PII], OK. Second one is I have uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment please.
[AGENT][NEUTRAL] And he is, yes, so there's no one else on this policy other than [PII] that we just did.
[CUSTOMER][NEUTRAL] Yes, yes, just
[CUSTOMER][NEUTRAL] OK. OK, yes, yes. I have a 227-97007.
[AGENT][NEUTRAL] OK, OK, I, I was not ready. Go ahead. What was the number again?
[CUSTOMER][NEUTRAL] 227-97007
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. Patient name is [PII]. Date of birth, I have uh [PII].
[AGENT][POSITIVE] Thank you. State of service and total bill amount.
[CUSTOMER][NEUTRAL] The date of service I have uh [PII].
[CUSTOMER][NEUTRAL] Amount is 1820 even.
[AGENT][NEUTRAL] 1820.
[CUSTOMER][NEUTRAL] Uh, it's [PII] even, correct.
[AGENT][NEUTRAL] And you said the date, the year is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and you said the total amount is $1820?
[CUSTOMER][NEUTRAL] Yeah, I guess.
[AGENT][NEUTRAL] OK, there is no claim on file for that data service in total bill amount.
[CUSTOMER][NEUTRAL] OK, OK fine, just a second.
[CUSTOMER][NEUTRAL] OK. So, can you please give me the, like a member, uh, effective date for this number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Special policy.
[AGENT][NEUTRAL] Term date [PII].
[CUSTOMER][NEUTRAL] OK. 121 of 222.
[AGENT][NEUTRAL] 51 of 2023.
[CUSTOMER][NEUTRAL] 51. OK, no issue. So you can uh prepare your notes.
[AGENT][NEGATIVE] Pardon me.
[CUSTOMER][NEUTRAL] That's what I'm saying, so you can make your notes. You can put your notes.
[AGENT][POSITIVE] Yes, OK. OK. All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And on these on these claims, um, I believe I already said this, uh, [PII], but we will have to have a copy of the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Primary UB OK. Sure.
[AGENT][NEUTRAL] Yes, because this is a sub, these two policies that we checked so far are supplements to the primary insurance company, um, so yes, sir, that's why we have to have the primary EOB as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK. No issue.
[CUSTOMER][NEUTRAL] So student, please let me know when you're done.
[AGENT][POSITIVE] Yes, sir. I'll let you know when I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so the next uh.
[CUSTOMER][NEUTRAL] 021 31572
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] And uh date of birth [PII] I'm sorry, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Date of service and total bill amount.
[CUSTOMER][NEUTRAL] Date of service I have uh
[CUSTOMER][NEUTRAL] Mm. [PII], amount is 6267, even.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and there's also a new claim on file for him for this data service.
[CUSTOMER][NEUTRAL] OK. No, so no issue. Can I get the effective date?
[AGENT][NEUTRAL] This policy is effective [PII].
[AGENT][NEUTRAL] Term dates, uh, let's see, um, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[AGENT][NEUTRAL] Uh, this policy is still showing as active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No issue, you can put your notes.
[AGENT][POSITIVE] Yes sir I'll let you know when I'm ready to move on.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And this one also would have to have the primary EOB, primary insurance EOB.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you so much. So the next one I have uh
[AGENT][NEUTRAL] Oh, OK, give me, no, give me just a moment, I'm still not finished.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I have a few representatives, so they told me so you can uh move to the next one, so they are not preparing notes. So that's why that's, it's my habit.
[AGENT][NEUTRAL] I'm sorry, [PII], what did you, can you say that again?
[CUSTOMER][NEUTRAL] I'm saying sometimes when I call so another representative so they don't put notes like to you so.
[AGENT][NEUTRAL] Oh, yes, sir. We have to put, yes, sir. We put notes on every claim that we check.
[CUSTOMER][NEUTRAL] Yes, yes, so.
[AGENT][NEUTRAL] OK, and the next neighbor's policy number?
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] 01991154.
[AGENT][NEUTRAL] 01991154, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] I'm sorry, what was the date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Date of service and total bill amount please.
[CUSTOMER][NEUTRAL] Date of service.
[CUSTOMER][NEUTRAL] [PII] amount is uh 9662.75.
[AGENT][NEUTRAL] OK, say that all one more time. [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yes. And the amount is 9662.75.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and there is no claim on file for this data service for [PII].
[CUSTOMER][NEUTRAL] No issue and uh effective date for this number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Term date [PII].
[CUSTOMER][POSITIVE] Thank you. So,
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] What should let me know.
[AGENT][POSITIVE] I will, thank you.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the next number's policy number?
[CUSTOMER][NEUTRAL] OK. So next policy number.
[AGENT][NEUTRAL] And again on that one if I didn't say it, any of the policies that are Medin will have to have the primary insurance explanation of benefits sent along with the claim, [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, we can submit the primary UPS for this claim. So, uh, member ID 02137652.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Date of birth. I have uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Data service and total bill amount?
[CUSTOMER][NEUTRAL] Date of service I have uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And amount is 53, I'm sorry, 5531 even.
[AGENT][NEUTRAL] Say the amount again.
[CUSTOMER][NEUTRAL] 553 1.
[CUSTOMER][NEUTRAL] 5,531 even.
[AGENT][NEUTRAL] 5531. OK, and [PII].
[CUSTOMER][NEUTRAL] And date of service, OK.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Um, we already paid the claim in the remaining amount secondary responsibility.
[AGENT][NEGATIVE] I'm sorry, I, I didn't understand your voice was too low. I didn't understand what you said.
[CUSTOMER][NEUTRAL] I'm saying primary already made the payment on this claim and the remaining amount is the second responsibility. So do you have a claim or this claim still not on file?
[AGENT][NEUTRAL] Give me just a moment. It is still searching.
[CUSTOMER][POSITIVE] Sure, no issue. Take your time.
[AGENT][NEUTRAL] OK, and there is also no claim on file for the member for that data service and that bill amount.
[CUSTOMER][NEUTRAL] OK, and the effective date?
[AGENT][NEUTRAL] [PII] and it is still active.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So the next.
[AGENT][NEUTRAL] OK, and the next number's policy number?
[CUSTOMER][NEUTRAL] Sure. Just a second.
[CUSTOMER][NEUTRAL] OK, next policy number.
[CUSTOMER][NEUTRAL] Uh, one moment, so.
[CUSTOMER][NEUTRAL] 02137652
[AGENT][NEUTRAL] That's the one we just did.
[CUSTOMER][NEUTRAL] Uh, OK. 788.
[AGENT][NEUTRAL] Do you have a different data service?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, but you didn't provide me the effective date for this one.
[AGENT][NEUTRAL] Yes sir, I did. Uh, [PII].
[CUSTOMER][NEUTRAL] This patients.
[AGENT][NEUTRAL] Uh, let's see. Give me just a moment. Yes, sir. This is the one that I just said was effective [PII] and it's still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her date of service is [PII].
[CUSTOMER][NEUTRAL] Uh, 11389.
[CUSTOMER][NEUTRAL] OK, just a second, I guess it's the same patient.
[CUSTOMER][NEUTRAL] 389, uh 389. 1 moment.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK. It's, it's the same patient. It's the same patient. We have different data service for this. So for this um [PII], about 7694.50.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] I guess she's not fine.
[AGENT][NEUTRAL] There is no claim on file. I'm sorry, say that again.
[CUSTOMER][NEUTRAL] I it's all.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So, uh, I guess so all them not are not on file, so we have to submit with primary UB but uh we have to verify.
[AGENT][NEUTRAL] Uh, give me, yes, give me just a moment to look at something.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir. There is not a claim on file for that data service and total bill amount.
[CUSTOMER][NEUTRAL] OK. So, next one, and the different member ID.
[AGENT][NEUTRAL] Is there is, is it will be a different, OK, so give me a moment to make this note regarding this data service.
[CUSTOMER][NEUTRAL] OK, sure, sure.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] OK. 021-73249.
[AGENT][NEUTRAL] I'm sorry, 021 7.
[CUSTOMER][NEUTRAL] 324 9.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Data service and total bill amount, please.
[CUSTOMER][NEUTRAL] date of service.
[CUSTOMER][NEUTRAL] [PII]. Amount is 33648 even.
[AGENT][NEUTRAL] 33 $33,648.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][NEUTRAL] Memorial Medical Center.
[AGENT][NEUTRAL] I'm sorry, say that again, please.
[CUSTOMER][NEUTRAL] Memorial official Medical Center.
[AGENT][NEUTRAL] OK, uh, let me check 11 additional.
[AGENT][NEUTRAL] And so we do not have a claim on file for that bill amount for those dates of service.
[CUSTOMER][NEUTRAL] OK. So no claim filed. So effective date.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] To current, right?
[AGENT][NEUTRAL] And it is still active, yes, it is. Uh-huh.
[CUSTOMER][NEUTRAL] OK, so now you can put your notes. So once then please let me know.
[AGENT][NEUTRAL] OK, I will, one moment.
[AGENT][NEUTRAL] OK, and the next policy number?
[CUSTOMER][NEUTRAL] OK sure one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 2227.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] 02399312.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth of [PII], and the amount is 9643 even.
[AGENT][NEUTRAL] OK, no, no, no. Wait just a minute. What is her date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth, I have a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] amount 9643 even.
[AGENT][NEUTRAL] OK, wait, no, no, no, no, hold on just a minute. Uh, let's go back. I need the date of service again and total bill amount.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] And amount 9643, even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and there is also a claim on file for this number.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Now an effective date for this one.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] OK got it.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm, so.
[CUSTOMER][NEUTRAL] To me on the next one.
[AGENT][NEUTRAL] OK, the next one.
[CUSTOMER][NEUTRAL] Mhm. So the next I have [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, name I have um
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] And date of birth I have [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Day of service and total bill amount.
[CUSTOMER][NEUTRAL] [PII] amount is uh 5715 even.
[AGENT][NEUTRAL] Say the amount again one more time, please, [PII].
[CUSTOMER][NEUTRAL] 5 $5,715 even.
[AGENT][NEUTRAL] 5715. OK.
[CUSTOMER][POSITIVE] Uh-huh. Yes, correct.
[AGENT][NEUTRAL] And there's also no claim on file for this number for this data service.
[AGENT][NEUTRAL] For that total bill amount.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Can I get the effective rate for this one?
[AGENT][NEUTRAL] [PII]. Let's see, but it's showing, I'm sorry, let me give you that again. The policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] To current, right?
[AGENT][POSITIVE] Yes, to current, uh-huh, that is correct.
[CUSTOMER][POSITIVE] Thank you so much so.
[CUSTOMER][NEUTRAL] Let me open the next one.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm, sure.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02173249.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] But you never have a.
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Uh thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Data service and total bill amount?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] And the amount is $9,036 even.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So, uh, just a second, actually, my system is loading. So let me can I put you on hold for a moment because thank you, thank you so much. One moment.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] That's fine. Uh-huh.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Uh, thank you so much for holding.
[CUSTOMER][NEUTRAL] So member is active for this one?
[AGENT][NEUTRAL] Yes, since there is no claim on file for this data service in total bill amount, this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK. 41 222.
[AGENT][NEUTRAL] Current.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So for the next I have only 2 left.
[AGENT][NEUTRAL] OK, the next uh member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next 1, 01991154.
[AGENT][NEUTRAL] OK, you'll, you'll need to slow that one down. I promise and say that again.
[CUSTOMER][NEUTRAL] Uh, my apology. 01991154.
[AGENT][NEUTRAL] 019921154.
[CUSTOMER][NEUTRAL] No. No, no, no. 01991154.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] So only 2 games left, so that's why I'm in hurry.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, thank you. So, [PII].
[CUSTOMER][NEUTRAL] And date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, so we've already done.
[AGENT][NEUTRAL] Uh, one data service for her. You have another data service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, I guess another one, so what did you check?
[CUSTOMER][NEUTRAL] 066.
[AGENT][NEUTRAL] The last data service we checked was 7:25 of 23.
[CUSTOMER][POSITIVE] Mhm. So, yes, yes, yes sir correct.
[AGENT][NEUTRAL] Is there a different data service?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Uh, which one, we did, we did, uh, 005.
[AGENT][NEUTRAL] We did 725 of 2023 for 9,662 dollars.75 cents.
[CUSTOMER][NEUTRAL] Just a, just a moment let me open the 30.
[CUSTOMER][NEUTRAL] OK, we did uh [PII] of 24, right?
[AGENT][NEUTRAL] No, we did 7:25 of 2020.
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It was like the 4th claim we did.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] For the same patient I.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] So what is, so what is the data service for this for her?
[CUSTOMER][NEUTRAL] OK, sure. Yes, yes, uh, earlier, so we have, uh, done this patient. So I have, let me check how many claims for this patient, one.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Definite we sure.
[CUSTOMER][NEUTRAL] OK 2 games for this. So for this one I have data service, uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the bill amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7:34 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh-huh and uh.
[AGENT][NEUTRAL] So it's [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm. [PII] 734 if uh like uh you're the primary, so we have to just uh resend this claim, right? If you're the primary.
[AGENT][NEUTRAL] Yeah, we, we do not have a claim on file for her for this data service.
[CUSTOMER][NEUTRAL] OK. And you are the family for this patient, right? Because there's no family.
[AGENT][NEUTRAL] No, so we would not be primary. No, so we, we're not a major medical insurance company. This is only a supplemental p[PII].
[CUSTOMER][NEUTRAL] OK, sure. So I have one more. It's the last one.
[AGENT][NEUTRAL] OK, so just one moment. I need to I have to add this data service to this note.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said that you have one more, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, are you ready for the next one?
[AGENT][NEUTRAL] I am, yes sir.
[CUSTOMER][NEUTRAL] OK. So it's uh 021-73251.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Expiration date of birth I have uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Data service and total bill amount.
[CUSTOMER][NEUTRAL] OK, date of service I have uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] of 24 amount is 4270 even.
[AGENT][NEUTRAL] And you said the year is 24, 831 of 2024. Is that correct?
[CUSTOMER][NEUTRAL] Yes, 831 or 24 4270 and then check this one is not on file or not.
[AGENT][NEUTRAL] No, sir. This claim is also not on file.
[CUSTOMER][POSITIVE] OK, no issue. Effective date?
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And it is current.
[CUSTOMER][NEUTRAL] I'm sorry, please repeat.
[AGENT][NEUTRAL] The date of the effective date.
[AGENT][NEUTRAL] Do you mean to say that again for you?
[CUSTOMER][NEUTRAL] I with the uh process uh like the first effective date.
[AGENT][NEUTRAL] The effective, the policy effective date is [PII].
[CUSTOMER][NEUTRAL] Just a second. Uh, I'm sorry, I miss. Please repeat what did you say?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] To current, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no issue.
[CUSTOMER][NEUTRAL] Thank you so much. And uh again, let me verify the uh mailing address where we need to send the UP uh [PII], OK, [PII].
[AGENT][NEUTRAL] That is correct, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. One moment. [PII].
[AGENT][NEUTRAL] [PII]. Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] Uh, hold on one moment please.
[CUSTOMER][NEUTRAL] And you said your name.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] No, my name is [PII].
[CUSTOMER][NEUTRAL] Oh, I copy the passports. OK. Uh spell out [PII] then.
[AGENT][NEUTRAL] Actually, uh, as I stated before, I spell it with an [PII], first initial to my last name is [PII].
[AGENT][NEUTRAL] That is your reference number for all claims check today.
[CUSTOMER][NEUTRAL] Uh, OK, one moment.
[CUSTOMER][POSITIVE] Yeah, OK. I, OK, [PII] I. OK, no issue. So thank you so much for again for all the information I wanted to.
[AGENT][POSITIVE] Yes, you're very welcome. And if that's all then I can help you with, thank you again, [PII] for calling APL and I hope you have a nice day as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.