AccountId: 011433970860
ContactId: a7d11f7e-4706-480b-b130-d62d2fed276d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1825660 ms
Total Talk Time (AGENT): 458607 ms
Total Talk Time (CUSTOMER): 918464 ms
Interruptions: 10
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a7d11f7e-4706-480b-b130-d62d2fed276d_20250616T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a spouse of a member on the line. She's also listed on the policy, and she's calling by calling about the claim. I, I asked her if she would need a call but I wanted to call back, but she said no. Uh, she, she really likes to fix this now. It's 245-263-7.
[AGENT][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] And what's the who's the claim on?
[CUSTOMER][NEUTRAL] It's still [PII], she, she submitted the claim.
[AGENT][NEUTRAL] OK it looks like we requested the claim form to be completed and additional information. Let me see what we got here.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Mhm, yeah, because she said she already sent all that information. She said, well, how many pages you got? I told her how many pages we got. She said it's all in there. I don't know why they're asking for something else. So she's um just confused why we're asking for this um.
[AGENT][NEUTRAL] OK, let me look at the claim form.
[CUSTOMER][NEUTRAL] 4 yeah.
[AGENT][NEUTRAL] Mm, OK, I see as far as the claim form, it was not signed or dated. That's why they're, if the claim form is incomplete, hasn't been signed or completed that part, but let me see what other things we got here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, that's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm. And I told her that, but she said, no, it is. I like, OK.
[AGENT][NEUTRAL] So I see we got a hospital bill.
[AGENT][NEUTRAL] OK, it looks like they were inpatient.
[AGENT][NEUTRAL] And what else we have here?
[AGENT][NEUTRAL] On the claim form she put that this was an accident.
[AGENT][NEUTRAL] Mm, did they injure yourself at the hospital?
[AGENT][NEUTRAL] Was a patient in any other type of accident that required an instant report.
[AGENT][NEUTRAL] They put, yes, rapid at Pro Medical Hospital, so the injury occurred at the hospital.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see if that's what why she's requesting more information. Let's see.
[AGENT][NEUTRAL] And we get notes here.
[AGENT][NEUTRAL] OK. You can send it to me, but I'm gonna have to verify some additional information, information from [PII] on this one. I'm not clear if this the insured is trying to say this accident occurred at the hospital or what on this claim form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you. OK, let me put her in. [PII], one moment, and I fully verify all the information and the callback number is the same one in the system. OK. Her name is, uh, let me go back to her. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's her name?
[AGENT][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] I'm sorry, what was that? Cause I had another call coming in and I heard them in my ear, so I missed what, what the name was.
[CUSTOMER][NEUTRAL] It's OK. [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Well, yeah, it's [PII], but she's mentioned it like chlorine, yeah, so yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send it to me.
[CUSTOMER][NEUTRAL] Unless I'm saying it wrong, but that's what I heard, but it's [PII] in the system. OK, let me put her in. Thank you. Have a good afternoon.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for Ms. Er. I got Ms. [PII] on the line. She's gonna assist you from here. She's in the claim support team. OK, thank you so much, [PII]. You have a wonderful afternoon. Uh, you as well. Thank you. That's great.
[AGENT][NEUTRAL] Hi, this is [PII]. You have some questions regarding the claim on Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's aren't like you aren't going to remember it.
[AGENT][NEUTRAL] Aren't
[CUSTOMER][POSITIVE] Are yep, there you go, you got it.
[AGENT][NEUTRAL] Mr. [PII]? OK.
[CUSTOMER][NEUTRAL] Yes, I'm calling to see, uh, check on the status of, of [PII]'s claim and the lady sold that I spoke with before you, she said that you.
[CUSTOMER][NEUTRAL] Accident claim forms had been mailed out and those were sent in and received. I called on [PII].
[AGENT][NEGATIVE] So, as I'm looking at the claim form is incomplete. There is no on the form, there is no signature where it says acknowledgement on the claim form is incomplete, it hasn't been signed nor dated on the claim form. So that's why the claim form was reissued out to be completed in its entirety. It was incomplete.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] OK, I'm sorry I missed that. I had him sign the one because she said none of the forms were and I'm like, well yeah they were because if you received that many papers it was in there.
[CUSTOMER][NEUTRAL] So just can we just sign that one you have the rest of them?
[AGENT][NEGATIVE] It looks like that page 2 was not completed and let me look at the other page.
[CUSTOMER][NEUTRAL] Uh, we
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] when the
[CUSTOMER][NEUTRAL] Sometimes
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Israel
[CUSTOMER][NEUTRAL] Let me just go back to that click play.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] As well
[AGENT][NEUTRAL] Did this accident occur at the hospital? Because it looks like I see on the form it said it mentioned something about an incident.
[CUSTOMER][NEUTRAL] Right now
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's the hospital parking lot, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Promedica [PII].
[CUSTOMER][NEUTRAL] you know
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold to take a look and see if there's anything else that we're needing. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thanks for holding, Ms. [PII]. So it looks like we are, we're missing page 2 and 4 of the claim form and also we're needing um supporting documentation of evidence of an accident, so such as um we also need either uh uh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] And also we're getting great documentation.
[CUSTOMER][NEUTRAL] OK, and page 4 was in there that that would have been page 4 or 5 that was also in there. The only thing he had to do was put the.
[CUSTOMER][NEUTRAL] Policy number, his name, date of birth, and his signature that.
[AGENT][NEGATIVE] I don't see that we have page 4. Page 4 is, uh, is the authorization form and that needs to be signed and dated. I don't see that we have that and I see on the page 2.
[CUSTOMER][NEUTRAL] Author, OK, that's in the accident claim form.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] And with, OK, yeah, that was in there like I said, if you received 16 pages, all those pages should have would have arrived except the date wasn't on that.
[AGENT][NEGATIVE] We only received 9 pages. Well, it looks like we received 15 pages. So it looks like we didn't receive all the pages of the claim form. All I see is page 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2, that's the one that he didn't sign and date page 3.
[AGENT][NEUTRAL] Page 3.
[AGENT][NEGATIVE] And then on page 4, it's not signed or dated.
[CUSTOMER][NEUTRAL] It's signed but not dated.
[CUSTOMER][NEUTRAL] It's signed.
[AGENT][NEGATIVE] So those sections are incomplete and then we also need supporting documentation such as um an admin dish short summary.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I sent the UBO4 form.
[CUSTOMER][NEUTRAL] That was in that packet also.
[AGENT][NEUTRAL] OK, we have, we have that bill, billing, but we also need do supporting documentation in conjunction with that information, such as office notes, admit discharge summary, or test results.
[CUSTOMER][NEUTRAL] Well, I went.
[CUSTOMER][NEUTRAL] Well, should I, I don't understand why is that not in with the UBO4 forms.
[CUSTOMER][NEUTRAL] Nobody told me anything about that.
[AGENT][NEUTRAL] It's not listed cause it looks like from the diagnosis, it wasn't, the primary diagnosis was for a different condition other than an accident. So we're needing supporting documentation of an accident.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] It was a fall.
[CUSTOMER][NEUTRAL] It was a fall accident. He tripped and fell, not an automobile accident.
[AGENT][NEUTRAL] Right, but the diagnosis code, it looks like for a sickness versus an, an accident, the primary diagnosis code. So we're needing additional information to further consider this claim.
[CUSTOMER][NEUTRAL] He fell in the parking lot.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I don't understand what you're asking me for [PII] because [PII] that I spoke to said a UBO4 form which is in there.
[CUSTOMER][NEUTRAL] And I don't know, there's no there's no doctor notes other than that they were seen in the emergency room and returned later that night via ambulance and admitted. I don't know where to get those if it's not in the UBO4 form.
[AGENT][NEUTRAL] It will be from the hospital where you request the admin this short summary from.
[CUSTOMER][NEUTRAL] Because he got charged for that's the.
[CUSTOMER][NEUTRAL] Why didn't they tell me that in May?
[CUSTOMER][NEUTRAL] She just said UBO4 form. She didn't say anything about.
[CUSTOMER][NEUTRAL] Admitting physic none of those orders or discharge summaries I.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Now that we have this information, we're just needing additional information to further review the claim.
[CUSTOMER][NEUTRAL] Oh Jesus.
[CUSTOMER][NEUTRAL] OK, when I call them I don't know what to say.
[CUSTOMER][NEUTRAL] I'm supposed to ask for an admitting to the ER and a diagnosis from the ER and then a remit to the ER a diagnosis and a discharge form.
[AGENT][NEUTRAL] No, we're needing either office notes, hospital admission, and or discharge summaries.
[CUSTOMER][NEUTRAL] OK, office notes and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or hospital admission and discharge summaries.
[CUSTOMER][NEUTRAL] OK, wait a minute.
[CUSTOMER][NEUTRAL] The office notes would be from the Ortho correct?
[AGENT][NEUTRAL] That will be from that from the hospital, wherever services were rendered. So at Promedica Memorial Hospital.
[CUSTOMER][NEUTRAL] That's the
[CUSTOMER][NEUTRAL] It, OK, you say.
[CUSTOMER][NEUTRAL] OK, you, when you say office notes, I don't consider the ER and admission office. I consider that the follow up.
[AGENT][NEUTRAL] Medical records.
[CUSTOMER][NEUTRAL] The follow up from where he went after his hospitalization, that's the office.
[AGENT][NEUTRAL] It will be medical records from the hospital for that data service from [PII], or either the hospital admission and discharge summary.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking at this.
[CUSTOMER][NEUTRAL] UBO4 form.
[CUSTOMER][NEUTRAL] And it has the date on it [PII].
[CUSTOMER][NEUTRAL] And a
[CUSTOMER][NEUTRAL] But I can't read the printing is so do you have the UBO4 form in front of you?
[AGENT][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] OK, I think it's would be the first page.
[CUSTOMER][NEUTRAL] Occurrence 32025.
[CUSTOMER][NEUTRAL] 32125.
[CUSTOMER][NEUTRAL] Up under his name.
[AGENT][NEUTRAL] So I'm looking at the diagnosis code, but we're still needing that supporting documentation as evidence of an of an accident.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Jesus.
[CUSTOMER][NEUTRAL] So you want me to call medical records.
[CUSTOMER][NEGATIVE] Uh, see, I, I'm just totally confused.
[AGENT][NEUTRAL] So we need the supporting documentation, whether it's the medical records, whether it is office notes, or whether it's the hospital admission and or discharge summary that indicates. Do you have a copy of the incident report as well for the hospital?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEUTRAL] No, no, there was no incident report to my knowledge. I was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause it looks like it was checked, yes. It checked yes to, was it an incident report and it was checked yes on the claim form.
[CUSTOMER][NEUTRAL] I was in the cardiologist.
[CUSTOMER][NEUTRAL] I would
[CUSTOMER][NEUTRAL] OK, that was the incident report would have been.
[CUSTOMER][NEUTRAL] OK, I'm gonna try. I don't know the terminology, so [PII], please go with bear with me when.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] He took me to my cardiology appointment, dropped me off, went to park the car.
[CUSTOMER][NEUTRAL] Then he fell in the parking lot and they called what is called.
[CUSTOMER][POSITIVE] Rapid response.
[CUSTOMER][NEUTRAL] Like a, like a um code blue, but it's a rapid response and the staff from the emergency room and others went out into the parking lot.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And got him and took him back to the emergency room where he was treated and released, but his blood pressure bottomed out that evening.
[CUSTOMER][NEUTRAL] And I called the ambulance and he was taken back and admitted through the emergency room that same in that same 24 hour period.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not, I don't know an incident report like you're saying from the police.
[CUSTOMER][NEUTRAL] I marked that as yes, but it was because it was the hospital calling a rapid response. I don't know if they fill out an incident form.
[AGENT][NEUTRAL] I'm saying as far as the facility, an instant report for that facility.
[CUSTOMER][NEUTRAL] That would be the hospital, yes, that's what I'm telling you about. That's where it happened in the hospital parking lot.
[CUSTOMER][NEUTRAL] And he went to the emergency room at that hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So he was on his way to the emergency room due to a medical condition, and then he failed in the process?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, he dropped me off for a regular routine cardiology appointment.
[CUSTOMER][NEUTRAL] He parked the car after he dropped me off in the hospital parking lot. He got out of the vehicle and that's when he slipped on the stones in the curb and fell and broke his arm. And some passerby noticed him laying there, went back in, told the front desk, they called a rapid response.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And members from the ER and other departments came out and picked him up and took him to the emergency room where he had the X-ray diagnosed with the broken.
[CUSTOMER][NEUTRAL] Left arm.
[CUSTOMER][NEUTRAL] And was treated.
[CUSTOMER][NEUTRAL] And discharged. Then we came home. His blood pressure bottomed out later on that day. I called the ambulance from home, took him back to the hospital to the emergency room that evening.
[CUSTOMER][NEUTRAL] And they saw him and admitted him to that hospital. It's all the same hospital.
[CUSTOMER][NEUTRAL] And parking lot.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No police or.
[CUSTOMER][NEUTRAL] Nothing like that.
[AGENT][NEUTRAL] OK, so he was initially seen and went home and came back and was admitted, and they kept him at that point.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, yes, uh, from the [PII] through he came home Sunday. I'll have to get my calendar up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, that's what we're pretty much needing is that additional information to further review the claim, the completed claim form with the signatures and dated.
[CUSTOMER][NEGATIVE] Alright, I don't, can they call you and you guys can talk because I have no clue. [PII] told me and then I spoke with [PII] the next time and they told me they just needed the accident form filled out which I see we didn't, he didn't sign and date the first page or the didn't date the 5th page I believe you said.
[CUSTOMER][NEUTRAL] And then we also send a a direct deposit slip in and then this UBO4 form.
[CUSTOMER][NEUTRAL] is what [PII] and [PII] both told me.
[CUSTOMER][NEGATIVE] They did not tell me anything about.
[CUSTOMER][NEGATIVE] Admitting instructions or discharge instructions they did not.
[CUSTOMER][NEUTRAL] Say anything about that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But now that we have the itemized billing, we're just needing additional information to further consider the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] See, and, and that's, that's where you get.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The person that was injured that has this insurance in a pickle because I'm doing what you're telling me to do and.
[CUSTOMER][NEGATIVE] I apologize, but I'm getting frustrated. This has been going on for way too long.
[CUSTOMER][NEUTRAL] And uh do you have the direct deposit authorization?
[AGENT][NEUTRAL] Yes, I sure we have that information.
[CUSTOMER][NEGATIVE] Well, sure, and having it I need to know in case another 10 days goes by and you tell me I'm missing that.
[CUSTOMER][NEUTRAL] So I can just take.
[AGENT][NEUTRAL] We do have that on file.
[CUSTOMER][NEUTRAL] OK, so I can take page 2.
[CUSTOMER][NEUTRAL] And page 4 out of my packet that's already been filled out and have input.
[CUSTOMER][NEUTRAL] Today's date on it?
[AGENT][NEUTRAL] Yes, make sure those the page 2 is signed and dated and page 4 is dated.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I can copy it.
[CUSTOMER][NEUTRAL] OK, and I can copy the pages it's already filled out except for the.
[CUSTOMER][NEUTRAL] Signature I can have him sign the already copy pages that you received without the signature instead of going waiting for the mail and going back through and refilling out the forms.
[CUSTOMER][NEUTRAL] like.
[AGENT][NEUTRAL] You can update the claim form.
[CUSTOMER][NEUTRAL] OK, how do I have to market it that it's updated?
[AGENT][NEUTRAL] Yes, he can sign, he can sign and update and update the form.
[CUSTOMER][NEUTRAL] OK, so he's gonna sign it here and put the date on page 2 and beneath that put updated form on it.
[CUSTOMER][NEUTRAL] Printed out and also on page 4 of 5.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Dated or yeah dated because and then also at the bottom of that page put updated.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I need to call and ask for.
[CUSTOMER][NEUTRAL] It's not the office notes because there's no such thing in the emergency room.
[AGENT][NEUTRAL] The hospital discharge summary.
[CUSTOMER][NEUTRAL] And would it be that
[CUSTOMER][NEUTRAL] OK, for the ER ER.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Discharge summary.
[AGENT][NEUTRAL] So, for those dates from [PII], we need the hospital admission and discharge summary.
[CUSTOMER][NEUTRAL] Admin.
[CUSTOMER][NEUTRAL] And discharge.
[CUSTOMER][NEUTRAL] Summary OK.
[CUSTOMER][NEUTRAL] I will call.
[AGENT][NEUTRAL] Or either medical records for those days, either or to further review the claim.
[CUSTOMER][NEUTRAL] Yeah, I had, OK, I will try again to get the correct paperwork, but like I said, you might want to put a note in there, Dina, that neither [PII] or [PII] and I spoke with [PII] on two occasions both told me just the UBO4 form and then this accident claim form like I said that we had filled out except for the signature that's all she.
[CUSTOMER][NEUTRAL] They said to me.
[AGENT][NEUTRAL] Yes, that would be the correct information, Ms. [PII]. Just now that we have this information, we have to further review the claim based off what we received from this initial submission.
[CUSTOMER][NEUTRAL] OK, well, I just didn't want anybody else.
[CUSTOMER][NEUTRAL] To have sort of the same incident and then not have the emergency room admit notes and the hospital admit and discharge notes.
[CUSTOMER][NEUTRAL] Because I was not told that those were needed.
[AGENT][NEUTRAL] For filing a claim, a claim form in the itemized billing with diagnosis is what initially is needed. Now, if we need additional information and that's when we request additional information at that point and that, that's what occurred on this claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, I will give them a call as soon as I hang up from you and cross your fingers and say a prayer that I get them within 10 days so I can get it mailed out. How long is this open so I, I don't pass the deadline?
[AGENT][NEUTRAL] If there's no deadline, you can submit it at any time. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I just keeping my brain in focus because it's just getting to be too much, but, and I'm not blaming you. I'm not blaming you, it's just.
[CUSTOMER][NEGATIVE] Frustrating. It seems like there should be somebody at these hospitals and insurance companies that can talk to each other instead of the customer, patient, whatever you wanna call us having to do it all, not knowing what most of you are talking about.
[AGENT][NEUTRAL] Now, if you need, if you need my assistance to contact them, I can assist you. However, we will still need your consent to speak with them if they don't have us on file, they wouldn't speak with us if you don't have us on file to speak with them.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A consent, OK.
[CUSTOMER][NEUTRAL] What do I have to do to get that so that you can call them?
[AGENT][NEUTRAL] If you don't have us on file as your insurance carrier, is your, is your, um, as one of your insurance carriers, and they, yeah, we, they wouldn't speak with us directly without your permission.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it wouldn't have been.
[CUSTOMER][NEUTRAL] OK, and what is the insurance name?
[CUSTOMER][NEUTRAL] Because we have anthem.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] We're American Public Life.
[CUSTOMER][NEUTRAL] American
[AGENT][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Oh, that's where the APL comes from.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and is there a specific number that they can contact to speak?
[AGENT][NEUTRAL] Sure, our claims number and you can also give them your policy number to reference that. Our claims number is the 1800256-8606.
[CUSTOMER][NEUTRAL] OK and the policy number you said?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] I feel like I can get a job now.
[CUSTOMER][NEUTRAL] It's like, I know the uh when the first time [PII] told me.
[CUSTOMER][NEUTRAL] Uh, UBO4 form. I'm like, what form? Well she said the hospital bill, and I'm like to this day, to to this day we've not received the hospital bill from [PII].
[CUSTOMER][NEUTRAL] And I said I don't have any bills and she said well then that just get a UBO4 form and I'm like, oh what?
[CUSTOMER][NEUTRAL] And she said it's an itemized summary of everything.
[CUSTOMER][NEUTRAL] You know that occurred after they took him into the emergency room. I'm like, OK, so anyhow, I will give them a quick call and see what I can come up with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Well, thank you for calling APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Bye.