AccountId: 011433970860
ContactId: a0da6fb2-4954-4572-8b82-690d2db9a173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2404219 ms
Total Talk Time (AGENT): 597662 ms
Total Talk Time (CUSTOMER): 590204 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a0da6fb2-4954-4572-8b82-690d2db9a173_20250114T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], calling to check claim status.
[AGENT][NEUTRAL] OK, I can assist you. What's the policy number, Ames?
[CUSTOMER][NEUTRAL] Yeah, the policy number is.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][POSITIVE] Oh, I'm so sorry for the inconveniences. Can you hear me now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh thank you. Yeah, policy number is 02.
[AGENT][NEUTRAL] Well, you're going in and out. It sounds like you're in a deep tunnel.
[AGENT][NEGATIVE] I mean, your, your voice is very faint.
[CUSTOMER][NEUTRAL] Uh, actually, uh.
[AGENT][POSITIVE] That's better.
[CUSTOMER][POSITIVE] Oh actually I'm just, I'm so sorry for the inconveniences, you know, actually I'm facing the microphone issue. That is the reason. I'm so sorry for the inconvenience, yeah.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Oh, that's OK. As long as I can hear you, we're good.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh thank you, yeah, thank you for understanding. Yeah, so I have the member ID here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. It's 022.
[CUSTOMER][NEUTRAL] 030.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you for that one moment.
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't get your name. May I have your name one second please?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and we're checking claim status, is that right?
[CUSTOMER][NEUTRAL] too
[CUSTOMER][POSITIVE] Yeah, clean status.
[AGENT][NEUTRAL] OK, if you could provide the date of service and the build amount I could look at that information for you.
[CUSTOMER][NEUTRAL] It's, uh, it's a date range, [PII]. In the charge amount, it was for $1520.74.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so we received the initial claim and denied it for a copy of the primary EO well for more detailed explanation of benefits, and then we received another EO another itemized bill, but the explanation of benefits was not attached to that.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] We need a copy of the major medical explanation of benefits that outlines the deductible amount, co-insurance amount, and co-payment amount.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK it's like financially clean tonight like uh requesting for the primary EOP, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So if you don't mind please provide me the claim information when was the claim received and processed along with the claim number, please?
[AGENT][NEUTRAL] Do you want the initial or the one that we denied as a duplicate?
[CUSTOMER][NEUTRAL] Uh, you, uh, please go and provide me the original one.
[AGENT][NEUTRAL] OK, so the original claim was received [PII].
[AGENT][NEUTRAL] Uh, processed on [PII] [PII].
[AGENT][NEUTRAL] Under claim number 353-2740?
[CUSTOMER][NEUTRAL] You said the claim number was 3,532,740, is that right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Screen94D uh primary it will be.
[AGENT][NEUTRAL] And actually that's the 2nd 1 that we received the 1st 1.
[AGENT][NEUTRAL] Um, I'm showing it's received [PII].
[AGENT][NEUTRAL] And process [PII].
[AGENT][NEUTRAL] Under claim number 3502241.
[AGENT][NEUTRAL] The explanation of benefits that was submitted, it doesn't indicate deductible co-insurance or co-pay amounts.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] So like, uh, on the initial claim like the primary your view was attached but like it doesn't indicate the copay, co-insurance or the deductible amount, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So like we have to resubmit uh with the primary you be like and just like you know uh submit the primary you'll be only.
[AGENT][NEUTRAL] So you don't have to send us the itemized bill, but we, but you can just send the primary EOB.
[CUSTOMER][NEUTRAL] We have to resubmit the claim with the primary EOP.
[CUSTOMER][NEUTRAL] You know, where can we send it to primary healing.
[CUSTOMER][NEUTRAL] But is there any fax number or by the um mailing address?
[AGENT][NEUTRAL] The fax number I can provide that to you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And make that to the attention of claims, please.
[CUSTOMER][NEUTRAL] Tending to claims, right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, like, uh, which claim number like we, do we need to attach like uh the one that has been received on September or like uh on [PII]?
[AGENT][NEUTRAL] It doesn't matter. You could put both of the claim numbers on there, mhm.
[CUSTOMER][NEUTRAL] Doesn't matter, right?
[CUSTOMER][NEUTRAL] OK. All right, like, if not, then we can also some a new claim with the uh primary EOP as well, right? We can do that, right.
[AGENT][NEUTRAL] That's fine as well. Yes.
[CUSTOMER][NEUTRAL] OK, OK, got it.
[AGENT][NEUTRAL] And you can also check your status.
[CUSTOMER][NEUTRAL] OK, so I do have another claim.
[AGENT][NEUTRAL] You can also check claim status on our online service center at [PII], and I can help you set that account up if you would like.
[CUSTOMER][NEUTRAL] Oh, you said it secure. Am you said?
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] OK, so, like, uh, I do have one more claim to change like after like that claim, getting that, uh, claim forms like can you help me out like set up this portal as well if you don't mind.
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] Uh, just a quick second please.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, OK?
[CUSTOMER][POSITIVE] No problem, you take your time, yeah.
[AGENT][NEUTRAL] Thank you for holding, Am. Do you have that next policy number?
[CUSTOMER][POSITIVE] No problem. Yeah, I do have the next policy and it's 02481567.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is.
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] OK, you went away again.
[CUSTOMER][NEUTRAL] OK, so patient name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, and what's the date of service in charge?
[CUSTOMER][NEUTRAL] Day of service. Uh, it was for [PII]. The bill amount, it was for $832.85.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] So we are also requesting a copy of the major medical explanation of benefits for this uh data service as well. I show that this claim was received.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Process [PII].
[AGENT][NEUTRAL] Under claim number 353.
[AGENT][NEUTRAL] 0214.
[CUSTOMER][NEUTRAL] Denied for the same reason, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much. All right, thank you so much for the information for helping me out. And do we have any call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] First initial last name is [PII], and did you want to um go over setting up the online account?
[CUSTOMER][NEUTRAL] Uh yes, please, if you, uh, can guide me then please help me set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you there on the site at [PII]?
[CUSTOMER][POSITIVE] So like [PII]'s [PII].
[AGENT][NEUTRAL] [PII], it's uh put a [PII] on the end, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK, so on the home page, what do you see? Is it say welcome online service center welcome?
[CUSTOMER][NEUTRAL] I have today.
[CUSTOMER][NEUTRAL] Oh, I'm seeing like, yeah, uh, yeah, I do see that, yes.
[AGENT][NEUTRAL] OK, so to the far right uh you're gonna see a log in and a new user tab, select the new user tab.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna select the role that best describes you?
[AGENT][NEUTRAL] And let me know which one you selected.
[CUSTOMER][NEUTRAL] Oh it's a medical or the dental provider, yeah.
[AGENT][NEUTRAL] Correct. And so then, um, in searching for a claim, um, the unique tax identification number and the unique patient account number is required, so, um, and I know that your tax ID number could vary depending on who your checking status and then also um I think you had hospital claims I believe. So if you look down below for the instructions, it's gonna ask you for the patient account number.
[CUSTOMER][NEUTRAL] Yeah, it's very.
[AGENT][NEUTRAL] Uh, on the UBO form, which is in box number 3A.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So as an example, let's go ahead and use the the one that I that we just status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] So I have to put in a text.
[CUSTOMER][NEUTRAL] So like the uh patient account number can like use the member ID or like.
[AGENT][NEUTRAL] So it's not gonna be the APL policy number. It's going to be the number if it's a hospital claim.
[AGENT][NEUTRAL] Um, it's gonna be, um, if you look at.
[AGENT][NEUTRAL] If it's a UBL4 form looking box 3A, so that's gonna be the upper right corner of that hospital bill.
[CUSTOMER][NEUTRAL] Oh, the issues like, you know, I do not have an access like to open the claim form, like right now, I don't have an access to open the claim form, yeah.
[AGENT][NEUTRAL] It's a control number.
[AGENT][NEUTRAL] OK, it's a patient control number on the um.
[AGENT][NEUTRAL] Hospital bill.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] is
[CUSTOMER][NEUTRAL] OK, so let, let me try with this slightly calm down like. I have to click on next right after then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what do you see when you click on next?
[CUSTOMER][NEGATIVE] It says no user was found with the information that was entered. Please try again if this uh error process please come back, yeah.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so which tax ID number are we using the claim that you just status, that last one?
[CUSTOMER][NEUTRAL] You have to clear out the tax number 5, tax ID.
[AGENT][NEUTRAL] For [PII], I'm
[AGENT][NEUTRAL] For [PII]?
[CUSTOMER][NEUTRAL] Just a moment. Yeah, this is for [PII], yeah.
[AGENT][NEUTRAL] We can use
[AGENT][NEUTRAL] Use this as an example. So what tax identification number did you enter?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what patient account or control number did you enter?
[CUSTOMER][NEUTRAL] Uh, I entered the account number [PII].
[AGENT][NEUTRAL] Is that what's on the itemized bill?
[AGENT][NEUTRAL] Inbox 3A?
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Just a moment, let me quickly double check on that, OK?
[CUSTOMER][NEUTRAL] I can get some information from here right now.
[AGENT][NEUTRAL] I'm showing a different number in box 3A.
[CUSTOMER][NEUTRAL] Just allow me one second here.
[CUSTOMER][NEGATIVE] Like the things like, you know, I do not have an access to the uh like to open the claim form that is the issue I'm facing.
[CUSTOMER][NEUTRAL] When I open the itemized bill, I'm not seeing the account number, the patient account number though.
[AGENT][NEUTRAL] Look in box 3A.
[AGENT][NEUTRAL] At the top right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Was the account number ending with 8712?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's what you see.
[AGENT][NEUTRAL] No, I, I'm showing it ending in 949.
[CUSTOMER][NEUTRAL] And just like light eye.
[CUSTOMER][NEUTRAL] OK. So it's 266-039-49?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm, yeah. I, I do have like take to the next page now.
[AGENT][NEUTRAL] And what does the next page say?
[CUSTOMER][NEUTRAL] Create your account.
[AGENT][NEUTRAL] Right, so you'll need to create a username and a password?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And the phone number, uh, like we have will be in the office phone number, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the text message phone uh will be the same.
[AGENT][NEUTRAL] Yeah, and that that is that for you to opt in to receive a text?
[AGENT][NEUTRAL] When the claim is processed?
[AGENT][NEUTRAL] Is that what that's asking you?
[CUSTOMER][NEUTRAL] So that will be
[CUSTOMER][NEUTRAL] Yeah, like, uh, after the primary phone number below that, uh, it shows the text, text message form. That's what I can see.
[AGENT][NEUTRAL] OK, so is that a landline?
[AGENT][NEUTRAL] Or you could put the number that you gave me, the [PII] number.
[CUSTOMER][NEUTRAL] Username, we can do that username is being 120 character maybe contain anyination of.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's showing the uh that.
[CUSTOMER][NEUTRAL] Please enter a valid username. The user name that I mentioned is like shows invalid.
[AGENT][NEUTRAL] I'm sorry, your username?
[CUSTOMER][NEUTRAL] Yeah, the username.
[AGENT][NEUTRAL] Or is it your password?
[CUSTOMER][NEUTRAL] Uh the username, not the password, username.
[AGENT][NEUTRAL] OK, what message are you, what message are you receiving? What does it say?
[CUSTOMER][NEUTRAL] It says please
[CUSTOMER][NEUTRAL] It says please enter a valid username. Username must be 1 to 20 characters and may contain any combination of uh small A to Z, A to Z, and the number 029 and dash please enter the email address. Email doesn't match.
[AGENT][NEUTRAL] OK, how
[AGENT][NEUTRAL] How many symbols are you using?
[CUSTOMER][NEUTRAL] R1.
[AGENT][NEUTRAL] Just use one symbol and one number.
[CUSTOMER][NEUTRAL] showing the same.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh it's still showing the same.
[AGENT][NEUTRAL] What is it, what message is it giving you?
[CUSTOMER][NEUTRAL] Uh, same as the previous one.
[CUSTOMER][NEUTRAL] I do, uh, please enter it by the username.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so are you using the criteria that's being suggested?
[CUSTOMER][NEUTRAL] Yeah, actually, I was like using the same.
[AGENT][NEUTRAL] OK, how many letters are, how many symbols are you using?
[CUSTOMER][NEUTRAL] So like I use the letter like I use the uh underscore.
[CUSTOMER][NEUTRAL] And I use the number.
[AGENT][NEUTRAL] OK, so that's 2 characters, she's 1.
[AGENT][NEUTRAL] So, as far as the symbols, only use one symbol.
[AGENT][NEUTRAL] So you've used two, the underscore.
[AGENT][NEUTRAL] And the other one, use one or the other.
[AGENT][NEUTRAL] One symbol and one number.
[CUSTOMER][NEUTRAL] And um it's showing that please enter valid email address. Emails don't match. It's the same email address actually.
[AGENT][NEUTRAL] Did you say the it is saying the email address does not a match?
[CUSTOMER][NEGATIVE] Yeah, now it's saying the email address, it doesn't match.
[AGENT][NEUTRAL] OK, are there other employees that may have created an account as well? It looks like it based on your phone number?
[AGENT][NEUTRAL] But you should be able to create your own account.
[CUSTOMER][NEUTRAL] I don't know why because.
[AGENT][NEUTRAL] So that shouldn't be a problem.
[AGENT][NEGATIVE] You shouldn't be receiving a message for that.
[AGENT][NEUTRAL] So what is your email address?
[CUSTOMER][NEUTRAL] So it's um [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I see other um co-workers that have created accounts as well with that email address, so that, that shouldn't be a problem. [PII].
[CUSTOMER][NEUTRAL] That is the email I'm using.
[CUSTOMER][NEUTRAL] Uh no. Uh, it's [PII].
[CUSTOMER][NEUTRAL] Oh, sorry, [PII]. That's the email address.
[AGENT][NEUTRAL] OK, you already have an account set up.
[AGENT][NEUTRAL] That's why it's giving you that message. I'm looking.
[AGENT][NEUTRAL] I show your username is um [PII]
[AGENT][NEUTRAL] That's your username?
[CUSTOMER][NEUTRAL] Just a moment, let me check.
[AGENT][NEUTRAL] And of course your password is private.
[AGENT][NEUTRAL] So that's why it's saying it's it's a duplicate.
[CUSTOMER][NEUTRAL] But I have never created for uh this uh APO or.
[CUSTOMER][NEUTRAL] Portales still perform.
[CUSTOMER][NEUTRAL] Just a
[CUSTOMER][NEUTRAL] You said the uh
[CUSTOMER][NEUTRAL] Usernames showing as A [PII] you said [PII].
[AGENT][NEUTRAL] Uh, capital [PII] Mhm.
[CUSTOMER][NEUTRAL] uh
[AGENT][NEUTRAL] [PII] and then the letter [PII].
[AGENT][NEUTRAL] Now I don't know what your password is.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is that a cap or like a small s.
[AGENT][NEUTRAL] All lowercase except the a.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEGATIVE] No, then it's like or it's not working like it doesn't take me to the next page, like it doesn't give me an option now.
[AGENT][NEUTRAL] Yeah, so, so what you're gonna have to do is go back to the home page because you create an account instead of clicking new user you'll click on log in because I show account already created for you.
[AGENT][NEUTRAL] So you may have to reset your password but your username has already been created.
[AGENT][NEUTRAL] So if you can go back to the home page where it says online service and welcome.
[AGENT][NEUTRAL] And instead of clicking the new user button, you're going to click the log in tab, not button, I meant tab.
[CUSTOMER][NEUTRAL] Yeah, now, uh it shows the embedded username or the password.
[AGENT][NEUTRAL] It's gonna be your password if you if you use the the username that I gave you.
[AGENT][NEUTRAL] That's right. Capital A.
[CUSTOMER][NEUTRAL] Yeah, like I use the same username.
[AGENT][NEUTRAL] So then it's your password then.
[CUSTOMER][NEUTRAL] Get up
[CUSTOMER][NEUTRAL] OK, let me try to reset the password and you have these.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I'm receiving the email.
[AGENT][NEUTRAL] How was, how was it coming, A?
[CUSTOMER][NEUTRAL] just a moment
[CUSTOMER][NEUTRAL] Trying to
[CUSTOMER][NEUTRAL] OK, so like after I reset my password, like it takes me to the uh Mac page now.
[AGENT][NEUTRAL] OK. And what page is that?
[CUSTOMER][NEUTRAL] I show me uh to the claim status page.
[AGENT][POSITIVE] OK, very good. OK, so now you can do a quick search.
[AGENT][NEUTRAL] Um, if you go to, if you go to the claims dashboard.
[AGENT][NEUTRAL] It should say.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should say claim status and claim filing claims.
[CUSTOMER][NEUTRAL] Uh, yeah, I do see like uh need to file a claim, start here and below that the claim status. I do see that, yeah.
[AGENT][NEUTRAL] Correct, so there's 22 ways you can there's a quick search.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you may wanna use that one because it'll ask you for the claim number.
[AGENT][NEUTRAL] And you can enter the claim number for [PII].
[AGENT][NEUTRAL] The 353-021-4.
[AGENT][NEUTRAL] Um, you have his first name.
[AGENT][NEUTRAL] And you have his date of birth?
[CUSTOMER][NEUTRAL] It's, I do have that, yeah.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's taking like all ready it's in slight working stuff.
[CUSTOMER][NEUTRAL] Yeah, I was like able to download the EOB now. I was able to see the uh.
[AGENT][NEUTRAL] It did populate the explanation?
[CUSTOMER][NEUTRAL] Yeah, it the explanation, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So like I think is like uh I don't know how to, you know, the claim number in like.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I have to go to the other, uh, the right side one. I don't have a claim number, right? I have to fill out the patient name, patient date of birth, last four digits of the primary insurer, uh, SSN.
[AGENT][NEUTRAL] Correct. And most times, yeah, I don't know if you all have the policy numbers, not the patient's policy number, unless the patient is the policy holder, but it's the policyholder's social.
[CUSTOMER][NEUTRAL] The patient account number date of service.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's like, uh, like.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] If Social Security is like it's mandatory like while checking the claim status.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] If you call the Social Security number, we don't require that unless we have to search for the policy number, but when you're trying to access the online service center, it requires the last four digits of the uh primary insured's social. So like [PII] is the patient, it would be.
[CUSTOMER][NEUTRAL] We got
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] His who's whoever holds the policy, so not [PII]'s social.
[AGENT][NEUTRAL] But his mom or dad, whichever one of those are the policyholder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] So, thank you so much for the for helping me out. I really appreciate that, yeah.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] Alrighty, any otherwise you may you'll have to call us to get the claim number if you do the quick search.
[CUSTOMER][NEUTRAL] OK, yeah, we'll do that. I, so like, uh, even get like, do we, can we upload the primary EOB, uh, on the web portal?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You wanna walk through that where it says upload claim document?
[AGENT][NEUTRAL] It says you should see start now, file a claim online.
[CUSTOMER][NEUTRAL] So like I have to click on the claim number like you take to the next page, right?
[AGENT][NEUTRAL] Are you trying to, you're talking about uploading the EOB?
[CUSTOMER][NEUTRAL] Yeah, like uploading the EOB like the uh like EOB or like any documents that need to be uploaded.
[AGENT][NEUTRAL] OK. And so do you see a
[AGENT][NEUTRAL] The start now button.
[CUSTOMER][NEUTRAL] No, I'm not seeing that button down.
[AGENT][NEUTRAL] OK, do you see my claims?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] I'm not saying that either.
[AGENT][NEUTRAL] OK. I thought the provider was able to do it, to submit the documentation.
[CUSTOMER][NEGATIVE] No, I'm not seeing that bitch down.
[AGENT][NEUTRAL] Maybe not.
[CUSTOMER][NEUTRAL] Maybe like we cannot do that, I guess. But not a problem, that's not a problem. We can let you know uh fax into the fax number which you provided me so that we can use the same fax number to submit the documents.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I think it's for the policyholder.
[CUSTOMER][NEUTRAL] Yeah, yeah, like we do not have the option right now.
[AGENT][NEUTRAL] But you can download a copy of the explanation of benefits.
[CUSTOMER][POSITIVE] Yeah, I was able to download the benefit.
[AGENT][NEUTRAL] OK, so that's what the provider has access to do.
[CUSTOMER][POSITIVE] I believe so, yeah. OK, thank you so much, yeah, I really appreciate it, yeah.
[AGENT][POSITIVE] All [PII]. Anything else, [PII], I can help with today?
[CUSTOMER][POSITIVE] Alright, and if yeah for now, uh, that will be all thank you so much, yeah.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you have a great day bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.
[CUSTOMER][NEUTRAL] Came about my daycare.