AccountId: 011433970860
ContactId: 901f3a06-37cb-44bb-a968-560e688838f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1908560 ms
Total Talk Time (AGENT): 519694 ms
Total Talk Time (CUSTOMER): 881696 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/901f3a06-37cb-44bb-a968-560e688838f8_20250616T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], um, I am calling to check the status of a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I am not sure of the policy number. I don't have that right in front of me.
[AGENT][NEUTRAL] Is the claim for you.
[CUSTOMER][NEUTRAL] The claim is for me, yes.
[AGENT][NEUTRAL] May I have your social security number?
[CUSTOMER][NEUTRAL] If it's under my social security number and not my husband's, mine is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, that did not come up. I can do a name search. Can you spell your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And your husband's last name?
[CUSTOMER][NEUTRAL] His last name is [PII], first name is [PII].
[AGENT][NEUTRAL] I'm sorry. Yes. OK, one moment. Let me get this pulled up. They have you in the system, spelled as [PII]
[CUSTOMER][NEUTRAL] Middle initial is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your mailing address and your email?
[CUSTOMER][NEUTRAL] Um, the mailing address where we got this notification was [PII].
[AGENT][NEUTRAL] We have a different address.
[CUSTOMER][NEUTRAL] And then you wanted what else in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEUTRAL] Uh [PII], the email he would have used may have been [PII]. He could have we could have also used [PII], or we could have done.
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] It was the first one. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So let me get this pulled up.
[AGENT][NEUTRAL] And it looks like this claim processed on [PII] in which we are asking for the diagnosis code.
[CUSTOMER][NEUTRAL] You're asking for the diagnosis code of what I had.
[CUSTOMER][NEUTRAL] Can I ask why you need a diagnosis code when this is, this is an indemnity plan? I'm not quite sure I'm understanding. I submitted the bill to you.
[CUSTOMER][NEUTRAL] The diagnosis shouldn't matter.
[AGENT][NEUTRAL] Yes, because
[CUSTOMER][NEUTRAL] When it's an indemnity plan and there's no pre there's no preexisting clause, so explain to me why you need the X.
[AGENT][NEUTRAL] Because the plan will cover injury or sickness.
[AGENT][NEUTRAL] So that's why we asked for the diagnosis code.
[AGENT][NEUTRAL] It has to be
[CUSTOMER][NEUTRAL] OK, so who are you asking for for from? Are you asking from it for, are you asking for it from the hospital or do you need me to get it for you?
[AGENT][NEUTRAL] In this case, because you submitted it, you would have to get it and present it to us.
[AGENT][NEUTRAL] Which is the reason for your services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so let me, let me.
[CUSTOMER][POSITIVE] When was I gonna be notified of that because I sent this bill in on [PII] and the place that I sent it confirmed they received it that day and imported it to you. You tell me to give you 30 days to process the claim and we're well and uh we have well exceeded that. Why is it the day that I called.
[CUSTOMER][NEUTRAL] Uh, that I sent an email to the claims department that I had to send it to. Why is it that there is a letter also addressed to us on the same day? We've received a claim on your policy and a review of the claim has started. In some cases additional information must be requested from you. There's nothing here telling me what they need. This letter was issued [PII]. Nothing happened until I tell I sent something to them.
[CUSTOMER][NEUTRAL] And said you have more than enough time before I proceed with legal stuff with the insurance commissioner from the state of [PII], I suggest the claim gets paid.
[CUSTOMER][NEUTRAL] They said, well you're gonna have to call APL.
[CUSTOMER][NEGATIVE] So I'm calling in response to what they told me to do and in response to this letter. Now I'm hearing that 6 days later, you all determined you need a diagnosis code.
[AGENT][POSITIVE] And I do apologize.
[CUSTOMER][NEUTRAL] And that I'm gonna be.
[CUSTOMER][NEGATIVE] And I know you're not the reason. I trust me, I know you're not the reason. That's just, it's just a very frustrating thing with this company to deal with. We tried to get out of it after we started it and they said no, even though you're all paperwork said we.
[CUSTOMER][NEGATIVE] Could and so then I went in the hospital unexpectedly, so we submitted and still not wanting to pay the bill. I it's just the whole thing is a farce from the get go, but if you'll give me a minute, I'm gonna go back to where I actually sent this in.
[CUSTOMER][NEUTRAL] And I'm gonna see if I had a diagnosis code on the original submission.
[AGENT][NEUTRAL] OK, and I'm looking in our system, we have a reported date of [PII], which is when we received it and it processed on [PII].
[CUSTOMER][NEUTRAL] Well, I have something in my email that tells me that they responded to me and said that it was submitted to you guys on [PII].
[AGENT][NEUTRAL] 325.
[CUSTOMER][NEUTRAL] Which doesn't.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, I will, I will read to you specifically, and I know you don't have it, but uh if you give me a minute, I will read to you specifically what they said to me. So one second, I'm going down to find that email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Give me one second, I'll search this and it'll be faster.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm looking at your history.
[CUSTOMER][NEUTRAL] OK there it is.
[AGENT][NEUTRAL] In our system?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It says right here [PII] and this was the customer support at [PII] where the claim had to be submitted. Hi, your claim was submitted [PII] in regard to status.
[CUSTOMER][NEUTRAL] And there was a comma you would need to contact APL at [PII]. Thank you member services [PII] and then they do the HIPAA notification at the bottom of their email.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Issued to me on [PII] at [PII] after I sent something to them on [PII]. And what's funny to me is on [PII].
[CUSTOMER][NEUTRAL] I send that to them. It says, why has this not been paid? You have well exceeded the 30 days. Please remit payment now to avoid legal action with the state insurance commissioner, and then they respond back 2 days later and then 1 day later you guys write a letter.
[CUSTOMER][NEGATIVE] To me that don't see that's not driving and that's not you not driving it's it that's the system that you're looking at that's something that you're only you're being able to be given privy to at that level. You weren't the one that received it, so it's not you. I'm just frustrated with this company in general.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEGATIVE] It it's all seems like it's taken me having to reach out.
[CUSTOMER][NEUTRAL] Because [PII] is when I sent it a Novacare claims solution.
[CUSTOMER][NEUTRAL] Um, or whatever date that is, it says [PII], so and it is signed [PII]. I'm going down through here and I'm seeing what I submitted right now.
[CUSTOMER][NEUTRAL] Itemization there's all the charges.
[CUSTOMER][NEUTRAL] Alright, so what you're needing from me, there is no diagnosis code on that because of how that was submitted to me, but you're needing a diagnosis code for me, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And how, how do you want me to prove that diagnosis code?
[AGENT][NEUTRAL] Do you register your account where you can upload it?
[AGENT][NEUTRAL] To the system.
[CUSTOMER][NEUTRAL] What I have right now is I was told that I had to send it to APL.
[CUSTOMER][NEUTRAL] Through email.
[CUSTOMER][NEGATIVE] And I did that. I don't know where in the world I'm supposed to go to upload that. I will have to call the hospital to see if they will give me the actual ICD pin codes that are applicable to this claim.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] But it's not it, so yeah, why, why, why is it taking nearly 3 months to communicate with me? I'm not quite sure I understand.
[AGENT][NEUTRAL] And I do apologize for that. I'm looking on our end and I only show documents for you received on 69. I'm not showing anything other. I do see the EOB that you received for this claim, which was processed on [PII]. Anything prior to June, I don't show in our system.
[AGENT][NEUTRAL] And I'm looking for any open statuses, anything open. I don't show anything for [PII]. I don't show anything for you prior to 69.
[CUSTOMER][NEUTRAL] OK, so I'm, I'm sitting here with another with another bill in front of me that I haven't submitted because I wanted to see what would happen with this one.
[CUSTOMER][NEUTRAL] This happened while I still had active coverage. So is there a backdoor way instead of going through this whole process with this APL paperwork and sending it over to the Enovacare system, is there, is there a quicker way to ensure it gets straight to you that way when I go to also update a diagnosis code for my stay that would work as well.
[AGENT][NEUTRAL] Do you have a pen and I can give you the website where you can go in and register your account and upload them there. Also, you can view every claim that is submitted on your account.
[CUSTOMER][NEUTRAL] OK, what, what is the website?
[AGENT][POSITIVE] It is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] It'll walk you through step by step you're gonna register as a new user.
[AGENT][POSITIVE] And it should walk you through step by step and you can see everything on your account.
[CUSTOMER][NEUTRAL] So was that secured. [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I will be able to see what's up there and I will be able to append in there the diagnosis code and then can I upload a new claim there?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Anytime you submit something, it's gonna have you do a new claim, even though you won't have.
[AGENT][NEUTRAL] 15 pieces of mail out there, it'll still show the original information that we have.
[CUSTOMER][NEUTRAL] OK, so when I go in.
[CUSTOMER][NEUTRAL] Am I gonna find this particular bill that we're talking about right now that I've submitted to you? Are we gonna find a place for me to append the diagnosis to that, or am I gonna have to put into something brand new?
[AGENT][NEUTRAL] It'll have to go in as something brand new.
[CUSTOMER][NEUTRAL] So I got to submit the whole entire thing again?
[AGENT][NEUTRAL] You don't
[AGENT][NEUTRAL] No, ma'am. You would just need to submit and make sure.
[AGENT][NEUTRAL] Yeah, because you already submitted this, you would just need the diagnosis code because we already have this information.
[AGENT][NEUTRAL] We have your claim form and we have your uh billing.
[CUSTOMER][NEUTRAL] Alright, so I put it as a brand new claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that what I'm hearing, or there's a I'm gonna
[CUSTOMER][NEUTRAL] How will you all know to append that to that one?
[AGENT][NEUTRAL] Because once it comes in, it'll have, because we know that's what we requested. So once your diagnosis come in, if you either write on it or if it has the date, they will match it to this because that's what they're waiting on. They're waiting on the diagnosis code. You have no other claims in history.
[CUSTOMER][NEUTRAL] OK, can I ask when they um.
[CUSTOMER][NEUTRAL] Where they were sending that letter to stating that they needed the diagnosis where, where's that? When did that leave your office and where is it headed to?
[AGENT][NEUTRAL] OK, this one went out [PII] and it's going to.
[AGENT][NEUTRAL] I actually have it. Let me pull it up.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I'll tell you what's so what's so hilarious this one came to [PII].
[CUSTOMER][POSITIVE] And in [PII] we have two homes. It's just, it's just funny that this notification came to this house.
[AGENT][NEUTRAL] Wow. Yes, see, that's the address that we have in our system, the [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't know how it got to this one. It blows me away because it says [PII], [PII], [PII], deer policyholder, and then it goes through the whole thing.
[AGENT][NEGATIVE] And see we didn't even have any notes in our system that the address has been updated nor has it been changed to this one.
[CUSTOMER][NEUTRAL] I mean, I'll be honest, I'm not surprised, um, I just kinda.
[CUSTOMER][NEUTRAL] Rings out for me that that would not be a surprise and again that's not your problem.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I mean what I can do I don't know if.
[AGENT][NEUTRAL] Do you want to
[CUSTOMER][NEUTRAL] Oh wait a minute, I'm looking at the.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was gonna ask if you wanted to try to register your account while I'm on the line with you to ensure that you get in to be able to upload your information.
[CUSTOMER][NEUTRAL] So, what I can tell you right now is that um.
[CUSTOMER][NEUTRAL] I'm looking at a clinical, uh yeah, I'm gonna do that right now, but um what I've got right now in front of me is the um discharge summary from that visit showing that the diagnosis was R07.9, which is chest pain.
[CUSTOMER][NEUTRAL] Um, that was the principal diagnosis on the discharge, and I, I mean, I can't, and, and I 100% agree that that's, that was the problem. Uh, that's why my cardiologist told me to go to the hospital was because of what I had going on. Give me one second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I've got to stop. I, I was doing a class, so give me a minute here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I gonna put this under his name or my name?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I don't think it matters since you both are on the policy. You should be OK to register.
[AGENT][NEUTRAL] Because you are on the policy.
[CUSTOMER][NEUTRAL] And will I need to use his uh email address?
[AGENT][NEUTRAL] That's what we have in our system, yes, ma'am.
[CUSTOMER][NEUTRAL] So that was not found.
[CUSTOMER][NEUTRAL] So I guess I'm gonna have to use his information.
[AGENT][NEUTRAL] OK, so on your name, because I'm sending it over right now, put the R right behind me back.
[AGENT][NEUTRAL] Right next to the [PII]
[CUSTOMER][NEUTRAL] OK, here's my problem I provide the following information for an insured account. I'm sure that's what I'm under. It says that I can do last name, social security or member ID. I'm putting the social security number in and that is not working.
[AGENT][NEUTRAL] OK, your so did not pull up in our system?
[CUSTOMER][NEUTRAL] I'm putting his in.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, let me see if we have this listed in here.
[AGENT][NEUTRAL] And they have them both at the same unique ID number.
[CUSTOMER][NEUTRAL] OK, so my problem is I'm gonna have to come out of this, so they've got them at what it sounds like they've got them under an account number so that'll be on this claim.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, maybe.
[AGENT][NEUTRAL] No, they have a photo, but it looks like they're both listed. Let me go to this screen.
[CUSTOMER][NEUTRAL] OK, so when I sent this stuff in, I sent it under [PII] and I sent it under [PII] uh his Social Security number [PII]. I've put in the last name. What it's asking me for is the last name, a Social Security number, or member ID. I've put his.
[CUSTOMER][NEGATIVE] Social I've put my social in. I've put the zip code is [PII]. I've put the email is [PII], and I've put his date of birth. I've put my date of birth. None of it's working.
[AGENT][NEUTRAL] This has a different so this social ended in [PII] for him.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Ending in [PII] a social ending in [PII] for him is impossible. The man has a social ending in [PII].
[AGENT][NEUTRAL] Yeah, so that's a big
[CUSTOMER][NEUTRAL] Mine is in [PII].
[AGENT][NEUTRAL] Your yours is here ending in [PII].
[AGENT][NEUTRAL] But they have his ended in [PII].
[AGENT][NEUTRAL] They have
[CUSTOMER][NEGATIVE] There's no way it can because that's not his social.
[AGENT][NEUTRAL] [PII] is your date of birth, his date of birth is [PII].
[CUSTOMER][NEUTRAL] That's me.
[AGENT][NEUTRAL] And then they had
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, and then they have [PII] instead of a [PII]
[CUSTOMER][NEUTRAL] But it's not that.
[CUSTOMER][NEUTRAL] Yeah, it's not asking for my first name. It's literally asking for my last name, Social Security.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Residential zip code, email, and date of birth.
[AGENT][NEUTRAL] OK, so let's go back and put in the policy number instead of
[AGENT][NEUTRAL] The sauce. Let's try that one.
[CUSTOMER][NEUTRAL] OK, I don't have the policy number handy right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I'm gonna give it to you. Are you ready?
[CUSTOMER][POSITIVE] I am ready, yes.
[AGENT][NEUTRAL] OK. It's 02.
[AGENT][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 631 8.
[AGENT][NEUTRAL] And then what else does it ask for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 36626318. Let me see if I can get through with that now.
[CUSTOMER][NEUTRAL] One last name, policy number, zip code, email, and date of birth.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Hold on. Let's go back to the zip code we have in our system, [PII].
[CUSTOMER][NEUTRAL] That's what I that's what I'm putting in.
[AGENT][NEUTRAL] OK. And on our
[AGENT][NEUTRAL] Email we have.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's exactly what I'm putting in.
[AGENT][NEUTRAL] OK, and then let me go back.
[AGENT][NEUTRAL] Date of birth, we have 3.
[CUSTOMER][NEUTRAL] And I've tried his date of birth.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I've tried both [PII].
[CUSTOMER][NEUTRAL] Yeah, and I've tried [PII]. I've tried both.
[AGENT][NEGATIVE] That is so weird.
[CUSTOMER][NEGATIVE] It tells me error. No user was found with this information that was entered. Please try again if this error persists, please contact customer service at [PII] option 4.
[CUSTOMER][NEUTRAL] I'm gonna go back a screen just to confirm that policy number is 026.
[CUSTOMER][NEUTRAL] 26318 is that correct?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, let me go back and let me just start over again. So I have welcome to the online service center. The online service center provides 24 access to your APL insurance, helping you manage your coverage anytime, anywhere. Create your OCS account. I am not an agent. I'm not an agent or broker an agency, a group. I am an insured. I'm not a provider, so if I go to insured next.
[CUSTOMER][NEUTRAL] And I'm gonna put this in again. Last name is [PII] policy number is 02626318 residential zip code is [PII]. His email is [PII], and I'm just gonna put his date of birth in and see what happens and when I push next I come up with that error message again, gonna go back and I'm gonna change the date of birth to [PII].
[CUSTOMER][NEGATIVE] And I'm gonna click next and I have the same error again it will not let me in.
[AGENT][NEGATIVE] That is ridiculous. I'm gonna get you over to.
[AGENT][NEUTRAL] The care team so that they can further assist you with that, getting you in line, but.
[AGENT][NEUTRAL] Uh, let me get this request over so that they can change.
[AGENT][NEUTRAL] Your name, the spelling of your name.
[CUSTOMER][NEGATIVE] But it's not asking for my name. It's only asking for last name. It won't even let me in by my last name.
[AGENT][NEUTRAL] I get the.
[AGENT][NEUTRAL] Because I want you to be able to see everything that's going on on your account.
[CUSTOMER][NEUTRAL] Let me see if he has, if he got an email if by chance somehow we had registered before one second.
[CUSTOMER][NEUTRAL] And then, can you check if [PII]
[CUSTOMER][NEUTRAL] because we're trying to figure out what's going on.
[CUSTOMER][NEUTRAL] I wanna see if by chance we had previously registered and there's
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][POSITIVE] Yes, give me that code. Yes.
[CUSTOMER][NEUTRAL] 867
[CUSTOMER][NEUTRAL] An account cannot be found for the provided user ID.
[CUSTOMER][NEUTRAL] So it sent him a verification code and then it's saying that the account cannot be found. It says verify your email address. Thanks for verifying your [PII]. Your code is and it gave it to us so.
[CUSTOMER][NEGATIVE] Uh, something's wrong with the system again, another thing that don't surprise me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me get you over to the care team so they can help you with that and actually get you into the system. I can only go so far on that one, but I noted your account.
[AGENT][POSITIVE] I sent it over to have your middle initials separate from your name so they can fix that in the system as well and they should be able to help you actually get logged into the system.
[AGENT][NEUTRAL] So that you can upload that information there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I've got my like I said I've got my discharge summary that has the diagnoses on it.
[AGENT][NEUTRAL] OK. Now, was that
[CUSTOMER][NEUTRAL] And then I'm sitting here holding another go ahead.
[AGENT][NEUTRAL] Was that actually sent in with your first one?
[AGENT][NEUTRAL] That discharge summary?
[CUSTOMER][NEUTRAL] No, I, all I sent was all I sent was the itemization of the bill and all the codes that were used which also gave that I was in there for the length of time that uh was needed to support an actual stay uh in the hospital on top of that with the ER visit and everything else so I that's.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You know why I'm sitting here kind of perplexed as to.
[CUSTOMER][NEUTRAL] What's going on.
[AGENT][NEUTRAL] OK, so let me get you over to the care team so they can help you get in and once they get you in the system, just submit that so we can get these claims processed for you.
[CUSTOMER][NEUTRAL] I will do that and I'll submit a new bill that I have for that same period of time. It was just a few days later once I was out of the hospital with my primary care.
[AGENT][NEUTRAL] OK. OK. One moment, [PII], I'm gonna get you over to the care team. I'm gonna place you on a brief hold.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Click it here.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][MIXED] I'm great. I have an insured on the line. She's having issues and she's very upset about.
[AGENT][NEGATIVE] Her claims not getting processed. I tried to walk her through getting into the system. Nothing is matching.
[AGENT][NEUTRAL] She can't get in basically. I sent over uh her request to fix her first name because we have it in the system that's incorrect so I already sent to her request to fix that, but she still needs help getting into the system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, what is her policy number?
[AGENT][NEUTRAL] 02626318
[AGENT][POSITIVE] Everything in the system matches and it's [PII] and I got her callback number.
[CUSTOMER][NEUTRAL] Oh, I see, and we spelled it with a.
[AGENT][NEUTRAL] Her middle name is [PII] and we just put it together.
[CUSTOMER][NEUTRAL] Oh, that's fine. All right, um, what's your callback number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Alright you can send her over.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.