AccountId: 011433970860
ContactId: accdf2e0-96cf-4c05-8ddd-1961b14890c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3045840 ms
Total Talk Time (AGENT): 813013 ms
Total Talk Time (CUSTOMER): 591417 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/accdf2e0-96cf-4c05-8ddd-1961b14890c9_20250506T16:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. My name is [PII] calling from provider office, and I'm looking for a claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, uh, can I get a good call back number from you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. It is [PII].
[CUSTOMER][NEUTRAL] [PII]. It's I right?
[AGENT][NEUTRAL] Got it. Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yes, I do. So the policy number is 201.
[CUSTOMER][NEUTRAL] 326-7 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for this member, please?
[CUSTOMER][NEUTRAL] Patient name is [PII], the first name and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, I'm looking for [PII]. And uh the charge amount will be, uh, go ahead, I'm sorry.
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] Sorry, just to confirm, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then yes, what was that bill amount please?
[CUSTOMER][NEUTRAL] Oh, it is $1,414 even 1414.
[AGENT][POSITIVE] Got it. All right, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I am not showing that we have received any claims for that date of service for this member [PII].
[CUSTOMER][NEUTRAL] Mm, no claim, OK. Sure, no problem. What did the member plan affect your date during the data service?
[AGENT][NEUTRAL] Yes, uh, so the effective date was [PII], and it did terminate [PII].
[CUSTOMER][NEUTRAL] OK, so the member was active on the dose.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. Do you have the payer I to submit the claim?
[AGENT][NEUTRAL] Yes, I've got a mailing address, fax number, and a pair ID. Uh, pair ID is 60801.
[CUSTOMER][NEUTRAL] OK. And uh the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And that is in [PII], [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] And what is the time and time to submit a claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Oh, no tell me following limit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, then. Perfect. Thank you so much, [PII] and shall we on the next member.
[AGENT][NEUTRAL] Uh, this, you had another claim for a different member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment I'll let you know when I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, I appreciate your patience. You can go ahead with that next policy number.
[CUSTOMER][NEUTRAL] Mhm. So the next member what I have.
[CUSTOMER][NEUTRAL] Do you do for
[CUSTOMER][NEUTRAL] 0471
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] Mhm. So your patient name is [PII], the first name and the last name will be, one moment, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh the date but I have [PII].
[AGENT][POSITIVE] Perfect, thank you for that and then what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Mhm. It is uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that build up please.
[CUSTOMER][NEUTRAL] It is uh $2,0032 even.
[AGENT][NEUTRAL] 2032. OK, and then, um, [PII], do you have the uh tax ID for this provider by chance?
[CUSTOMER][NEUTRAL] Yes, I do. It is uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 880.
[AGENT][POSITIVE] OK, thank you for that one moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so we did receive this claim. It looks like the uh billed amount after major medical paid was $548.57. Does that sound right to you?
[CUSTOMER][NEUTRAL] Mm, let me take a look.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, $548.57. Correct.
[AGENT][POSITIVE] Awesome, yes, OK, so we did pay that benefit, um, I've got that claim number whenever you're ready.
[CUSTOMER][NEUTRAL] One moment, uh, uh, go ahead.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that is 3510.
[AGENT][NEUTRAL] 905.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and so this claim was received.
[CUSTOMER][NEUTRAL] OK. And uh
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Mhm. Go ahead.
[AGENT][NEUTRAL] Yes, uh, that was [PII], 2024 was when this claim was received and it was processed [PII].
[CUSTOMER][NEUTRAL] sir.
[CUSTOMER][NEUTRAL] OK. So download amount and the paid amount was $548.57.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's correct um and I've got that check number whenever you're ready.
[CUSTOMER][NEUTRAL] One moment, I paid, OK.
[CUSTOMER][NEUTRAL] OK. May I know the check number?
[AGENT][NEUTRAL] That is 2,004,970.
[CUSTOMER][NEUTRAL] OK. And it is a single payment or bulk payment?
[AGENT][NEUTRAL] That was a single payment.
[CUSTOMER][NEUTRAL] OK, it is a single payment, OK.
[CUSTOMER][NEUTRAL] And uh what is the check-in date?
[AGENT][NEUTRAL] Yes, that check was issued [PII], and I am showing it has not yet cleared, so I can go ahead and get this voided and reissued for you. Um, let me verify the address we have whenever you're ready.
[CUSTOMER][NEUTRAL] Mm. So, I have the current address.
[CUSTOMER][NEUTRAL] Let me take a look one moment.
[CUSTOMER][NEUTRAL] One moment. No, actually, this one I just want to take the, the current red one. That's.
[AGENT][NEUTRAL] Sure you're fine.
[AGENT][NEUTRAL] Yeah you're fine.
[CUSTOMER][POSITIVE] Mhm thank you so much.
[CUSTOMER][NEGATIVE] Mm, it's loading, come on.
[AGENT][POSITIVE] You're all right, no worries.
[CUSTOMER][POSITIVE] So thank you so much.
[CUSTOMER][NEUTRAL] OK, gotcha. So, you know, actually, I have the current pay to address will be [PII]. And the ZIP code is [PII].
[AGENT][POSITIVE] Perfect that is exactly what we've got so I will go ahead and again I will get this voided and reissued back to y'all. Um, did you need the EOB or anything [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, I need a UB.
[AGENT][NEUTRAL] OK, do you have a fax number?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK. It is uh 864.
[CUSTOMER][NEUTRAL] 302-879-9.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was.
[AGENT][NEUTRAL] 8643028799
[CUSTOMER][POSITIVE] Perfect. And you can put that in to my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, that was just [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, one moment, I, I appreciate your patience.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, [PII], I am so sorry about that [PII]ait. Um, I did go ahead and get that uh sent to you. Um, did you need any further information for this claim?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh, no, I don't. You know, actually, you are going to reissue the check, right, to the same address?
[AGENT][POSITIVE] That is correct, yes, yes, I'm putting that in right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK, awesome. And this one I just wanna confirm, how long it will take to clear the check it is any, do you have a 10 hour time with that?
[AGENT][NEGATIVE] I don't have an accurate turnaround time, [PII], unfortunately I would say to allow at least about 30 days. It shouldn't take quite that long um for y'all to receive it, but just because it's going to be mailed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I understand.
[AGENT][NEUTRAL] Alright, and then did we have any more claims we needed to look at?
[CUSTOMER][POSITIVE] Oh yes, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Just give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And you can go ahead with that next policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, so before we do you have a reference number for this patient, actually this one you reissue the check right, so that's why I just need a reference number.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, reference number would be the same for all of the ones that we check. Uh, it would just be my first name, last initial, and today's date, so my name is spelled [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, then, perfect. Thank you. And uh I have the next member ready. Let me know when you are ready.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] OK. I'm ready when you are.
[CUSTOMER][NEUTRAL] I'm OK. So, the next member right I have 022.
[CUSTOMER][NEUTRAL] 40465 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for this member, please?
[CUSTOMER][NEUTRAL] So the member name will be.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Can you hear me?
[AGENT][NEUTRAL] That's OK. Yes, yes.
[CUSTOMER][NEUTRAL] Uh-huh. You know, the line was cut. I'm sorry. So, you know, the first name is gonna be [PII] and uh the last name is gonna be [PII]. And uh the date of birth is [PII].
[AGENT][POSITIVE] That's all right.
[AGENT][POSITIVE] Perfect, thank you for that and then what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Uh, this one I have [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the bill amount also same like the on $2,032.
[AGENT][NEUTRAL] OK, got it, and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was this one, the remaining balance was that also 54857?
[CUSTOMER][NEUTRAL] Uh, 548 57, yes.
[AGENT][POSITIVE] OK awesome so we did receive this claim and we did pay that benefit as well um let me know when you're ready. I've got that check or that uh claim number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 351-086-8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then I've got that check number when you're ready as well.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 2004808.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this one does.
[CUSTOMER][NEUTRAL] And uh this one is a uh-huh.
[AGENT][POSITIVE] Yes, it is a single check. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and this one does appear to be the same as the other so it was issued uh [PII], and again I'm showing it has not yet cleared um the address is the same so I can go ahead and get this uh voided and reissued for you as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh this one the allowed and paid amount the same, right? 54857.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need this EOB faxed to you as well, [PII]?
[CUSTOMER][NEUTRAL] Oh yes, you can send you the same fax number.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] Just one moment [PII] um I did just send that uh EOB to you um I'm just finishing up some notes and then we can proceed to the next one.
[CUSTOMER][POSITIVE] OK. Take your time. No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] with it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It.
[AGENT][POSITIVE] OK. Thank you so much for your patience. Uh, you can go ahead with that next policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm. I'm ready. So next to member already, I have 2, I'm sorry, it is 024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 08937.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] So this patient name gonna be the first name is uh [PII] and the last name will be [PII] and uh the date of birth I have.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][POSITIVE] Perfect, thank you for that and then what was the date of service please?
[CUSTOMER][NEUTRAL] So this one I'm looking for [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the total charge is $1,879 even.
[AGENT][NEUTRAL] Got it. Alright, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then that remaining balance after major medical, Allen, was that $524.73?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we received this one and paid that benefit as well. Um, let me know when you are ready for that check number or the excuse me, the claim number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEGATIVE] That is 0 goodness sorry that was the wrong one that is uh 3510.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 743.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then let me see when this was received one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this one was received, uh, [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then let me know when you're ready for that uh check number.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] That is 20.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] 04957.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] This one was also issued [PII] and again it does appear to be the exact same as these other two, it has not yet cleared. The address is the same, so I will get this one voided and reissued as well.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. And this one, I just wanna confirm this one also the single check.
[AGENT][NEUTRAL] Yes, that's correct. Uh $5524.73.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and did, uh, you wanted this EOB, uh, faxed to you as well, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and did we have more, uh, claims to check after this, [PII]?
[CUSTOMER][POSITIVE] Oh yes, I do.
[AGENT][NEUTRAL] OK, bear with me just a moment. um I did just send that fax. I'm going to finish up these notes and then we can proceed.
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], you can go ahead with that next policy number.
[CUSTOMER][NEUTRAL] OK. So, the next member where I have 220.
[CUSTOMER][NEUTRAL] 3934.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Mm, so the patient name.
[CUSTOMER][NEUTRAL] Uh, sure. It's gonna be [PII], the first name and the last name will be [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I apologize, [PII]. I think I must have misheard that policy number. Uh, would you mind repeating that for me?
[CUSTOMER][NEUTRAL] OK. So, it is 220.
[CUSTOMER][NEUTRAL] 3934.
[AGENT][NEUTRAL] 0, 34. OK, I heard 5. Sorry about that. One moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] There we are alright um and then what was the date of service please?
[CUSTOMER][NEUTRAL] Oh, the [PII], I have [PII].
[AGENT][NEUTRAL] [PII], and that bill amount please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, it is uh $2,032.
[AGENT][NEUTRAL] OK, got it one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to confirm that was 114 of 2023 correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, was the remaining balance for this one was that $282.47?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, awesome. Let me get that information.
[AGENT][NEUTRAL] OK, so for this one we also did pay that benefit uh 282 47, and then uh let me know when you're ready for that, uh, claim number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 351-1217.
[AGENT][NEUTRAL] And this claim was received, that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was also processed [PII].
[AGENT][NEUTRAL] And I'm going to take a shot in the dark and say, I imagine this check situation is the same, but give me just a moment and I will check that.
[CUSTOMER][POSITIVE] OK. No problem. Take your time.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, I've got that check number when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 2004.
[AGENT][NEUTRAL] 984.
[AGENT][NEUTRAL] And yes this uh information is exactly the same um issued on [PII] also has not yet cleared um same address so I'll get this one reissued as well.
[CUSTOMER][POSITIVE] OK, perfect. And this one also single check?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK then awesome.
[AGENT][NEUTRAL] OK, and you were needing this EOB faxed as well, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, just finishing these notes, [PII], and then we can proceed to the next one.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, um, you can go ahead and give me that next policy number, [PII].
[CUSTOMER][NEUTRAL] Mhm. So, the next member what I have.
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 198
[CUSTOMER][NEUTRAL] 25 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Got it. And then what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] So, patient first name gonna be uh [PII] and the last name gonna be [PII].
[CUSTOMER][NEUTRAL] And uh the date of birth I have [PII].
[AGENT][POSITIVE] Perfect thank you so much for that and what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] Oh, this 1 [PII].
[AGENT][NEUTRAL] [PII]. OK, and then that bill amount please.
[CUSTOMER][NEUTRAL] It is $2,032.
[AGENT][NEUTRAL] 232. OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, remaining balance for this one, [PII], was that, uh, $266.52?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK awesome one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and are you ready for that uh claim number?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, that is 351-099-997.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then let me check. Give me just a moment, let me get this check information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, are you ready for the check number?
[CUSTOMER][NEUTRAL] Yes, same.
[AGENT][NEUTRAL] That is 2,004,790.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and this one.
[CUSTOMER][POSITIVE] And it is also good.
[AGENT][NEUTRAL] That is correct, yes, um, and again it's identical to the others, um, where that's the same address issue date was [PII] and it has not yet cleared, so I will get this one, reissued as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, bear with me. I'm just gonna go ahead and get this uh EOB faxed over to you as well and then finish my notes. Did you need any further information for this claim?
[CUSTOMER][POSITIVE] I know everything got you.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] OK, [PII], you can go ahead with that next policy number.
[CUSTOMER][NEUTRAL] Mhm. So, the next member where I have 020.
[CUSTOMER][NEUTRAL] 420
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, number 8.
[AGENT][NEUTRAL] Got it. And then, uh, the name and date, excuse me, name and date of birth for this number, please.
[CUSTOMER][NEUTRAL] OK. So, you know, the patient first name gonna be [PII] and the last name gonna be [PII] and uh the region but they have [PII].
[AGENT][POSITIVE] Awesome thank you for verifying that and then uh what was the date of service for this one?
[CUSTOMER][NEUTRAL] Um, this one, I'm looking for [PII]. It's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the charge, mhm.
[CUSTOMER][NEUTRAL] The charge amount is uh $2,0032.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I'm so sorry about that wait. Um, that remaining balance was at $266.52.
[CUSTOMER][NEUTRAL] Oh, this 12 66 52, correct.
[AGENT][POSITIVE] Awesome. OK, so, um, I've got that claim number when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 3510.
[AGENT][NEUTRAL] 740.
[AGENT][NEUTRAL] And give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this one was also received [PII].
[AGENT][NEUTRAL] And it was processed, uh, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I've got that check number when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 2004958.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Alright, and again this one is the same as the others, uh, issued on [PII], uh, same mailing address, uh, but has not yet cleared, so I will get this one voided and reissued as well.
[AGENT][NEUTRAL] And this was also a single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then awesome.
[AGENT][NEUTRAL] All righty, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] All right. I just got this uh EOB sent over to you, [PII], just finishing my notes and then we can proceed.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, [PII], uh, thank you so much for your patience. You can go ahead with that uh policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, I'm ready. So the next policy I have 019.
[CUSTOMER][NEUTRAL] 88944
[CUSTOMER][NEUTRAL] M as in Mike
[CUSTOMER][NEUTRAL] L as in Lima, number 8.
[AGENT][NEUTRAL] OK and then uh the name and date of birth for this number please.
[CUSTOMER][NEUTRAL] It is uh [PII] in the first name and the last name is gonna be [PII], and uh the date of birth will be [PII].
[AGENT][POSITIVE] All right, thank you so much for verifying that [PII] and then what was the date of service, please?
[CUSTOMER][NEUTRAL] Uh, this one will be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the charge amount is uh $2,032.
[AGENT][NEUTRAL] Got it. All righty. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Uh, that remaining balance was that $262.17.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Got it. OK, um, I've got that pulled up here. We did pay that benefit. um, let me know when you're ready for that claim number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 351-1092.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this check was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then let, let me get that check number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, are you ready for that check number now?
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, that is 2005.
[AGENT][NEUTRAL] 020.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and this one
[CUSTOMER][NEUTRAL] And uh this one also to check, right?
[AGENT][POSITIVE] Single check, that is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one is also identical to the others um issued on [PII] and same address uh has not yet cleared so I will get this one voided and reissued as well and you were also needing this one faxed to you correct the EOB?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK awesome one moment I will get all of that taken care of.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment, [PII].
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm