AccountId: 011433970860
ContactId: b3bb88e0-f6c0-4f11-bacc-8d95edb5bcb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 4040429 ms
Total Talk Time (AGENT): 969089 ms
Total Talk Time (CUSTOMER): 1422404 ms
Interruptions: 10
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b3bb88e0-f6c0-4f11-bacc-8d95edb5bcb8_20250226T17:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. My last name is [PII]. So, I would like to check the status of some of the claims and the issues status of the, some of the checks. Would you be able to help me with that?
[AGENT][NEUTRAL] OK, so you're needing claim status, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], how many claims do you have to check status for today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For today, I have like uh 7 clients.
[AGENT][NEUTRAL] For 7 different patients.
[CUSTOMER][NEUTRAL] 7 to 10 clients.
[CUSTOMER][NEUTRAL] Mhm. About the first two, it's going to be for the same patient.
[AGENT][NEUTRAL] OK, so a couple of things up front, [PII], you will use my name and today's date as your call reference number for each.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Also, any information that I provide for you on any of the claims will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And lastly, if we do have the claims on file and you need a copy of the explanation of benefits, you may print them from our portal by going to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, before that, [PII], thank you so much for the information. And like I was trying to download some EOB here but it was working fine for the, uh, like the last week or the past two days. But now when I uh now trying to download any EOB it was like uh was not able to pull up. It's like um when I, when I put the patient's information and it shows the claim.
[CUSTOMER][NEGATIVE] Number when I click it, it says like it's getting your file for like uh next 5 to 10, 5 minutes and like after that they shows it oops uh can't uh reach it or something, you can reach the uh customer line like that. I don't know why it is getting like that for today. uh the APL web portal, I was not able to get any information or download any UOBs.
[AGENT][NEUTRAL] OK, and that is just an issue today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is an issue here. That is why I have to call you and get some EOBs for the most recent ones as well and some of the past two years ago EOBs as well.
[AGENT][NEGATIVE] OK, so I won't be able to provide 2 years' worth of EOBs for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm mhm. Thank you so much.
[AGENT][NEUTRAL] No ma'am. I, I won't be able to do that. You will have to print them from the portal. They may be doing some type of maintenance currently on the portal, but I can help you with the claim statuses to check today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. How about the [PII] year visa, we are, uh, we won't be able to collect from the uh portal, right? Because it's, it can be only processed for the past 24 months, right?
[AGENT][POSITIVE] That is correct. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh, can you be able to, uh, like a fax me [PII] EOB because I want trackers for the most recent one since I can uh pull it from the uh portal. Can you help me with that also?
[AGENT][NEUTRAL] I can try. How many do you have though, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, like, uh, for [PII], I think it's going to be only 2, and that's also for the same patient.
[AGENT][NEUTRAL] Uh-huh. OK. What is that patient's policy number, the one with multiple dates of service. Let's start with that one.
[CUSTOMER][NEUTRAL] Mhm. Sure. So uh that policy number is 02136485.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Give me a couple of moments to get the information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and your patient's name and date of birth on this policy?
[CUSTOMER][NEUTRAL] Mhm. Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the day the first day, first day of service and total bill amount?
[CUSTOMER][NEUTRAL] First date of service is [PII] with the bill amount of $215 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] And [PII], uh, so as I said for the website, it shows like oops, there is an error, looks like we are experiencing technical difficulties. If you can, if you continue to experience issues, please contact the customer service.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so yes, ma'am, again, as I stated before, they may be working on the portal. I've, you're the first person that has told me that they were not able to access the portal today.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] So I don't know if that's something that, you know, we're possibly doing or if that's something maybe on your end that's not allowing you to access it. I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Uh why? Because I was like, uh, using this web portal like uh yesterday as well. So I don't think anything in on my end. So that is why I'm like uh suggesting you to look into it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So what information do you need on this claim? Just the claim number and the status?
[CUSTOMER][NEUTRAL] Yes, I would like to um get the status and like uh I have spoke with the previous rep, one of the representative previously and like our call got uh disconnected like something. And so, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For this claim, the previous representative stated that check was voided.
[AGENT][NEUTRAL] OK, the claim number for this claim is 341.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 254 9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And there was a benefit paid. This claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there was a benefit issued in the amount of $10.
[AGENT][NEUTRAL] And 9 cents.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great, OK.
[AGENT][NEUTRAL] And that was issued on check number 1,833,410 and all of our checks are single checks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, great. Thank you so much. Uh, so, uh, as the previous representative said, the, is the claim, I mean, is the checkout voided or cleared?
[AGENT][NEUTRAL] No, ma'am, it does not show that this check is voided.
[CUSTOMER][NEUTRAL] OK, you don't, so, um, then, uh, is the check got clear?
[AGENT][NEUTRAL] OK, actually, let's see this check does show as voided just one moment.
[CUSTOMER][POSITIVE] OK. No issues. Take your time.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, as to
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so once we're done with our call, I can connect you with someone who can see why this check was voided because I can't see that.
[CUSTOMER][NEUTRAL] Uh, so, uh, you're saying there is no check was voided, right?
[AGENT][NEGATIVE] I'm not able to tell. It, it, in one place, it looks, yes, it looks like it was loaded, but I don't know why. I can't see that.
[CUSTOMER][NEUTRAL] OK. You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, then, uh, for this claim, we can hold it on before transferring because I do have a few more claims, right? I can, uh, like, uh, uh, mhm, so, uh, uh, I will resolve the other claims and I can get transferred.
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, give me just a moment on this one then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no issues. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you said you, did you speak to someone today?
[AGENT][NEUTRAL] Regarding this particular claim?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Do you know who you spoke with?
[CUSTOMER][NEUTRAL] Like, uh, someone, uh,
[CUSTOMER][NEUTRAL] Mm, uh, I think let me check that here with whom I spoke. I'm sorry, uh, for this claim, like they have suggested to, uh, uh, submit a claim, I mean, submit a corrected claim. So I have documented that here, yeah.
[CUSTOMER][NEUTRAL] Submitted the correct claim with the correct uh pay to address. But I was trying to explain her like we have uh already uh faxed the W9 form which was all the address got updated. Can you check whether the correct pay to address has been updated?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When did you fax this form?
[CUSTOMER][NEUTRAL] Like, uh,
[CUSTOMER][NEUTRAL] Give me a moment, like uh Jan or December, I think so, but we have faxed.
[CUSTOMER][NEUTRAL] 284, I mean 877365-9423.
[CUSTOMER][NEUTRAL] And even in the month of Jan, also we have sent the fax for 994.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm. Uh sure.
[AGENT][NEUTRAL] OK, so the fax number that you sent that to is not the correct fax number for W9?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Uh then.
[AGENT][NEUTRAL] To go to that is our claims fax number. W9 should be faxed to 844.
[AGENT][NEUTRAL] 539.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3507.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. For that, um, fax number as well, we have submitted a99 form in the month of Jan.
[AGENT][NEUTRAL] OK, so just a moment.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And what is the tax ID number?
[CUSTOMER][NEUTRAL] Tax ID number, it is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the correct address?
[CUSTOMER][NEUTRAL] It was uh [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] OK, so give me the zip code again. Give me the zip code.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ZIP code? Yes, it is [PII].
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][POSITIVE] Mhm. No issues. Take your time.
[AGENT][NEUTRAL] OK, so I do see that that was
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Updated. It has been updated in the system. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. Great. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me check one other location, just one moment.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] Yes, ma'am. It does, uh, let's see.
[AGENT][NEUTRAL] OK, so if you could send that W9 again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To that fax number that I gave you and put attention [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] is the last name. Yes.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm, I'm sorry. Uh, can you spell the first name and last name again?
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] And if
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this again, you would send the 1099 miscellaneous form and the corrected W9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I want to make sure because we do show this address on file. Let me look one more location.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. OK. OK.
[CUSTOMER][POSITIVE] No issues. You can take your time, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so now we already have it. There's no need to send that we do have it on file. We do have a copy of it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, great. Thank you so much uh crazy for it.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEUTRAL] So just make sure that on the next claim, you know, that you all submit.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It will need to be submitted using
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] That's correct. uh address. Mhm.
[CUSTOMER][POSITIVE] Mm. Yes, sure. We can definitely make that it. Noted. Thank you so much for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you're very welcome. OK, and so, um, let's see, um,
[AGENT][NEUTRAL] OK, and you had, did you have another data er are you gonna need a well we're, I'm gonna transfer you on this one. Did you have another data service for this number?
[CUSTOMER][POSITIVE] Yes, I do have it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, so, uh, you're not able to reissue it. I mean, you reissue the check since we have the corrected.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can't see why it was voided yes, but I can't see why it was voided. I don't see that information. So I would have to transfer you, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the worded information, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm. So, uh, the
[AGENT][NEGATIVE] All I can say is it was voided.
[CUSTOMER][NEUTRAL] OK. Uh, so, uh, uh, are you going to reissue it or the person which, uh, whom I'm going to transfer?
[AGENT][POSITIVE] Yes, ma'am, yes ma'am. When I transfer you, yes, when I transfer you, they'll be able to further help you with that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. Thank you so much. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what was the next date of service and total bill amount for this member?
[CUSTOMER][NEUTRAL] Mhm. Next date of service is [PII] with the same bill amount which is $215 even.
[AGENT][POSITIVE] OK, I'm so sorry. Give me the date of service again.
[CUSTOMER][NEUTRAL] No, it's just the date of [PII].
[AGENT][NEUTRAL] And you said it was also for $215?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] I love.
[AGENT][NEUTRAL] OK, so this claim was also received.
[AGENT][NEUTRAL] The received date was [PII] and processed on [PII].
[AGENT][NEUTRAL] The claim number is 32.
[CUSTOMER][NEUTRAL] OK. [PII], right? I'm sorry to interrupt you. You said the receipt date was [PII]. Did you got it correct?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me go back to that screen. Uh yes. And it was processed on [PII].
[CUSTOMER][POSITIVE] Mhm. OK, great. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3282895.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This claim was denied, [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One of the remarks, state office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The other remark code states to please provide copies of your explanation of benefits from your primary insurance carrier.
[CUSTOMER][NEUTRAL] OK. So for this claim also, the same has happened. So uh uh one of the previous colleague has been already sent in primary EOB to the fax which was on like uh October, it was on [PII]. Can you check it again?
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] No issues. Take your time. It is for the procedure code 87,430. And uh from the primary care is United Healthcare, we have submitted a EOB through fax.
[AGENT][NEGATIVE] OK, so first off, the office says it was denied as a duplicate, and the other also appears to be a duplicate. We did not receive the explanation of benefits, we received another claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A duplicate claim.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK. So, uh, you didn't receive any, uh, you'll be on [PII]?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] We did not.
[CUSTOMER][POSITIVE] OK. Um thank you so much. So, uh, we have to submit a primary explanation of benefit to you, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] To get it processed? Mhm. Is there any time limit?
[AGENT][NEUTRAL] To have it further reviewed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. It is uh uh we have to send it through the fax number [PII]. Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] 36 it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims so you may have had the wrong fax number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 2. OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] No, it was correct, but I was the one who's ringing it wrong. Sorry for that.
[AGENT][NEUTRAL] Oh, OK, OK, that's OK.
[CUSTOMER][NEUTRAL] Mhm. Thank you so much for that. So, OK. So for this claim, I have got enough information from you, I think. So to get this claim process, we need to submit the primary EOB to the attention of claims to the fax number, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] Correct. Uh-huh.
[CUSTOMER][POSITIVE] OK. Great. Thank you so much for that.
[CUSTOMER][POSITIVE] And uh I'm ready with the next member ID here whenever you are ready.
[AGENT][NEUTRAL] I want. All right, just one moment please.
[CUSTOMER][POSITIVE] Mhm. No issues. Take your time.
[AGENT][NEUTRAL] OK, and the next member's policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02116669.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And your patient's name and date of birth for this policy?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and their date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the date of service and total bill amount for her place?
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Uh yes, I'm here. So the date of service is [PII] with the bill amount of $526 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you already have a claim number for this member?
[CUSTOMER][NEUTRAL] Yes, for this number, I do have the claim number.
[AGENT][NEUTRAL] And what claim number do you have so that I can verify you have the correct claim number?
[CUSTOMER][NEUTRAL] Mhm. Sure. The claim number is 3,441,430.
[AGENT][NEUTRAL] OK, and do you only need the explanation of benefits for this claim?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Since you already have the status.
[CUSTOMER][NEUTRAL] No, uh, for this claim.
[CUSTOMER][NEUTRAL] Mhm. Yes, I do have the status, but upon uh checking here, one of my previous colleagues has been found that check was sent to incorrect mailing address and uh he was uh submitted and uh I mean, requested to reissue the correct payment address. uh and uh send it to the correct mailing address and also submitted a 99 form. Uh, can you check that?
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][POSITIVE] Mhm. Take your time, no issues.
[AGENT][NEUTRAL] And what date was that?
[CUSTOMER][NEUTRAL] Uh, the date is.
[AGENT][NEUTRAL] Because this check is cleared.
[AGENT][POSITIVE] Yes, ma'am, this check is now cleared.
[CUSTOMER][POSITIVE] Now clear? OK, great, thank.
[AGENT][NEUTRAL] For this claim. Uh-huh.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. And uh so, can I have the clear the check, I mean, the new uh checks information?
[AGENT][NEUTRAL] The check number was 1845459.
[CUSTOMER][NEUTRAL] 5459. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great. And uh you said it was cleared, right? And may I know when it was cleared?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And uh on uh actually, upon seeing here that is the issue date that my representative has mentioned and he was like checking this claim on like [PII].
[AGENT][NEUTRAL] On when?
[CUSTOMER][NEUTRAL] At that
[CUSTOMER][NEUTRAL] [PII], he was checking and called to APR and found that check was not cleared and it was issued under the check number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am. It was cleared. No, ma'am. It, it did clear. It cleared on [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. [PII]. OK.
[CUSTOMER][NEUTRAL] And may I know what was the pay to address which the check was sent to?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, give me a minute. Let me check it something here and get back to you in a minute, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Uh, thank you so much for being patient. uh [PII], are you there?
[AGENT][POSITIVE] You're welcome. Yes, ma'am. I'm here.
[CUSTOMER][POSITIVE] Mhm. Yeah. OK. Thank you so much for that. And yeah, uh, mhm, thank you so much. And uh yeah, I don't have the UB here. Is there any possibilities that you could fax me the UOB?
[AGENT][POSITIVE] You're welcome. Uh-huh.
[AGENT][NEUTRAL] One moment, and you tried to, have you tried while we're on the phone to see if you can access with using the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yes, I do have tried it in a different ways, but it still, it still shows that uh like there is an error and the technical issues for today. It's not like this for yesterday and like uh for today it's showing like that.
[AGENT][NEUTRAL] Mhm. OK. So they may be, yes, ma'am, they must be doing something with, you know, some type of maintenance maybe because again, you are the first person that has told me today that they weren't able to access any information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Um, there is a possibilities that you, there is an issue in my end. It could be like that too. So, I like the thing, yeah, the thing is I was not able to pull the UV through the portal today. Uh, if you could uh fax me the.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. So give me just a moment and, yes, ma'am, it's loading, so just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. OK, no issues. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Will it need to be put to your attention, [PII], or not?
[CUSTOMER][NEUTRAL] Yes, it's my, my attention.
[AGENT][NEUTRAL] And do you spell your name with or without an [PII]?
[CUSTOMER][NEUTRAL] With the [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I really appreciate your patience and need with [PII]. Thank you so much for that.
[AGENT][POSITIVE] You're welcome. You're welcome, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], how was your day going?
[AGENT][NEUTRAL] Yeah, very busy. How is yours?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Same to you.
[CUSTOMER][NEUTRAL] Very busy. I know.
[AGENT][NEUTRAL] And what is your fax number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so just one moment, [PII], my screen time out on me, just one moment. Let me send this again.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, now she.
[CUSTOMER][POSITIVE] No issues, take your time, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I have just faxed that to you and is there any other information you need on this claim?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Now, for this claim, I have got enough information from Ms. [PII] and like I do have a few more clients with me, you'll be able to assist me with that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your next patient's policy number, please?
[CUSTOMER][NEUTRAL] Yes, sure. Give me a moment. Yeah. So the next patient policy number is 2320051.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], give me just a second. Let me pull that other explanation of benefits back up that we just did.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So give me a moment. I need to pull that entire policy number back up, so one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, OK, no issues. Take your time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And you just said the fax is [PII]?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] 94. It is 5854409493. It is correct.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I apologize about the delay, [PII]. My information is still loading.
[CUSTOMER][POSITIVE] No issues. You can take your time. It's fine for me.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mhm mhm. You're welcome.
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] OK, [PII], and on, so moving on to the next member's policy, uh, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient's name and date of birth, it's uh [PII] and for the date of birth, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mhm. You're welcome.
[AGENT][NEUTRAL] And is your phone number [PII], the last four numbers or [PII] OK thank you.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] No. It's uh [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Mhm, correct. You got it right.
[AGENT][NEUTRAL] And the date of service and total bill amount for her place.
[CUSTOMER][NEUTRAL] The service is [PII] with the bill amount of $121 even.
[AGENT][NEUTRAL] OK. Do you already have the claim number for this number?
[CUSTOMER][NEUTRAL] For this, let me check, sir, confirm it one second.
[CUSTOMER][NEUTRAL] I'm sorry for that. Like, uh, no, uh, I don't have any claim number for this claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] OK, so this claim was also, this claim was received.
[AGENT][NEUTRAL] The claim number for this claim is going to be 3329152.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I know when was this claim was received and processed?
[AGENT][NEUTRAL] The claim was received [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Is the claim got paid or?
[AGENT][NEUTRAL] There was a benefit paid. It shows in the amount of $46.24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was on check 1798641.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, can you repeat the check number again?
[AGENT][NEUTRAL] Yes, 1798641.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEGATIVE] But this check is also showing as voided. I cannot see that it was reissued, so when I transfer you regarding the other ones because.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the address for this?
[AGENT][NEUTRAL] Provider.
[CUSTOMER][NEUTRAL] OK. The correct way to address is the same, which is uh [PII].
[AGENT][NEUTRAL] What is the tax ID number?
[AGENT][NEUTRAL] Yeah, that's OK. What's
[CUSTOMER][NEUTRAL] Tax ID number, it is.
[CUSTOMER][NEUTRAL] Mhm. It is 27047.
[CUSTOMER][NEUTRAL] I'm sorry. Uh, OK. It is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And again, it, you said it's the same [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I do not show that under this tax ID number.
[CUSTOMER][NEUTRAL] And uh same here we have.
[AGENT][NEUTRAL] We received that.
[CUSTOMER][NEUTRAL] I'm sorry. And actually, we have a submitted the WI form.
[CUSTOMER][NEUTRAL] So the uh
[CUSTOMER][NEUTRAL] Same fax ID which you have uh mentioned your, your, for the same like a procedure, uh, I mean, sorry, for the same um
[CUSTOMER][NEUTRAL] Tax ID.
[AGENT][NEUTRAL] OK, so let me look at the because this tax ID is different than the other one you gave me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The other one is different and this one is different, but the pay to address is the same for with the tax IDs.
[CUSTOMER][NEUTRAL] But we have all
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Pa.
[AGENT][NEUTRAL] OK, and again, so the.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What did you say the PO box is?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes, sir. Give me a minute. Mhm. So, uh, the PO box is 770 sorry, 7, give me a minute, let me confirm that again, even I got confused. OK. So it is [PII].
[AGENT][NEUTRAL] OK, that is
[AGENT][NEGATIVE] OK, but that is not, that is not what is on the W-9 that was received for this tax ID number in January on [PII]. That is not the same PO box.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, give me a minute. Let me check it here as well. Give me a minute.
[CUSTOMER][NEUTRAL] OK. Uh it is the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That is correct. That is what we received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Then that is the correct address to send the check. So, is the address got updated?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. And then can you reissue the check to the correct pay to address since the W9 form has been received and the address got updated.
[AGENT][NEUTRAL] Yes, now, now again I'll have to transfer you regarding this.
[AGENT][NEUTRAL] Since it was voided but not reissued?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For them to verify that.
[AGENT][NEUTRAL] As to why it was not reissued yet.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they are the ones who have to reissue the checks.
[AGENT][NEUTRAL] Yes, and they'll have to explain because I can't see why it was not reissued. I can't answer that for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now she is.
[CUSTOMER][NEUTRAL] And then uh for this one, I have already received process claim number, everything. OK. Thank you so much for the information for this claim, [PII]. And uh whenever you are ready I'm ready with the next claim number here, I'm sorry, next policy number here.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Friday
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] right
[AGENT][NEUTRAL] OK, and the next number listed just one moment.
[CUSTOMER][POSITIVE] Mana. Yeah, I'm sorry about that.
[AGENT][NEUTRAL] And the next member's policy number?
[CUSTOMER][NEUTRAL] Mhm. Yeah, sure. The next member's policy number is 02136497.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And your patient's name and date of birth on this policy.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the bill amount is $291 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so give me one second to look at this.
[CUSTOMER][NEUTRAL] Mhm. Yeah, sure.
[AGENT][NEUTRAL] OK, so this claim was just one moment, sir. I'm sorry. I get ready to say something and then
[CUSTOMER][POSITIVE] No, no issue.
[AGENT][NEUTRAL] OK, so this claim was received on [PII] and it was processed and denied on [PII].
[CUSTOMER][NEUTRAL] No, you just try to do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 341-8909.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this claim was denied due to services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Uh, so we said, uh, it was denied for services and after coverage term, right? And may I know
[AGENT][NEUTRAL] Yes, this policy had an effective date of [PII].
[AGENT][NEUTRAL] And a term date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK. Uh, can you check if there any other coverages active for the date of service?
[AGENT][NEUTRAL] No ma'am there is not.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. So, uh, there's no other coverages act for the patient for the date of birth, right. Thank you so much.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] No, ma'am. No other coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Thank you so much for that. And uh yeah, for this claim, I have got enough information for you. So whenever you are ready, I'm ready with the next policy number.
[AGENT][NEUTRAL] OK, so just one moment please.
[CUSTOMER][POSITIVE] Mhm and just take your time.
[AGENT][NEUTRAL] OK, and the next member's policy number please?
[CUSTOMER][NEUTRAL] Mhm. It is 01891850.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] There she is. You're welcome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII] sorry, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the date of service and total bill amount?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Theater service is [PII] with the amount of $151 even.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you did say [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so this claim.
[AGENT][NEUTRAL] Mm let me look at one thing on here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, so this claim was received on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 324-8452. This claim was also denied there mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 841
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the reason for the denial on this claim states.
[AGENT][NEUTRAL] This policy does not provide any benefits for expenses incurred for the pregnancy of a dependent child.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, once it does not provided.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah for for.
[CUSTOMER][NEUTRAL] And thank you so much. Um, [PII], so you said this policy was denied as, uh, policy does not provide benefits for the pregnancy and the dependent child, right?
[AGENT][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Pregnancy of the dependent child.
[CUSTOMER][NEUTRAL] OK. Pregnancy of the dependent child. OK. Uh thank you so much for that. OK. Uh, so, uh, I don't have any EOB here for this claim. Uh, can you fax me the EOB?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] One moment, I can.
[CUSTOMER][POSITIVE] Mhm mhm. Thank you so much.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] To the same fax number that I sent the other one, which it did say it was successfully delivered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, you said it was not successfully tell you what?
[AGENT][NEUTRAL] It was
[AGENT][POSITIVE] Yes, it has been delivered. It was.
[CUSTOMER][NEUTRAL] OK. What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I was like, did I give you an incorrect fax number? I was like talk for a moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's, it says it did go through.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this one's still loading.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK so this one has also been faxed. Do you need any other information on this one?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, for this one, I have got enough information, [PII]. Thank you so much for that. Like I do have uh last two more clients with me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and the next policy number?
[CUSTOMER][NEUTRAL] Yes, the next policy number is 02202006172.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] What's the last name?
[AGENT][NEUTRAL] I'm sorry, what was the last name? OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you want me to spell it?
[AGENT][NEUTRAL] And date of birth? No, no.
[CUSTOMER][NEUTRAL] OK. Uh, OK. So the date of, it is uh [PII].
[AGENT][NEUTRAL] Date of birth?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the data service and total build amount.
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII] with the amount of $72 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so this claim, it shows was received on [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 335-7142.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does show that there was a benefit paid in the amount of $34.50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The check number that that was issued on is 1810346.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that one does also show as voided.
[CUSTOMER][NEUTRAL] Wired?
[AGENT][NEUTRAL] Yes, ma'am, but I don't see that it has been reissued either.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] So this will be another one that they will have to discuss with you.
[CUSTOMER][POSITIVE] OK. Oh, thank you so much for that information. So, uh,
[CUSTOMER][NEUTRAL] Mm, I, is that a single check or bulk check?
[AGENT][NEUTRAL] All of our checks will be single checks.
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][NEUTRAL] And uh yeah. So you said the word reason should be discussed with the another team, right?
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] Mhm. OK. Thank you so much for that. And I'm ready with the last.
[CUSTOMER][NEUTRAL] Member here.
[AGENT][NEUTRAL] OK just one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Mhm, no issues. Take your time.
[AGENT][NEUTRAL] OK, and what is the next, your last policy number, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it is 021-23962.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII] and uh date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the date of service and total bill amount for her, please.
[CUSTOMER][NEUTRAL] I share data services number [PII] with the amount of $390 even.
[AGENT][NEUTRAL] 390. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. So I do show that this claim was received. The received date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], am I audible?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Am I audible?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], are you there?