AccountId: 011433970860
ContactId: bf17f87f-5cc7-4634-a38f-b14fed018667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1739050 ms
Total Talk Time (AGENT): 385723 ms
Total Talk Time (CUSTOMER): 937603 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bf17f87f-5cc7-4634-a38f-b14fed018667_20250319T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. So, so here is my situation. I had hospital inde indemnity indemnification or indemnity whatever you refer to.
[AGENT][NEUTRAL] Indemnity, uh-huh.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Um, I am a member of APFA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I know that we have switched companies however, um, I just found out, um, and, and I was provided the other the uh the new company provided me with your paperwork and what happened is because I mentioned it to her I said hey um I um was in the hospital.
[CUSTOMER][NEUTRAL] Um, [PII], and [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And she said oh you this is with um this is with uh APL you've got to to deal with that so they had somebody send me the paperwork for that and they said what you are going to need first of all they said you will need to call APL but what you are going to need is the paperwork or I should say um the itemized list of.
[CUSTOMER][NEUTRAL] Um, from, from the hospital statement.
[CUSTOMER][NEUTRAL] And I so far, do I have all that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me, let me pull up your policy, um, and take a look at it. You have your number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have what?
[AGENT][NEUTRAL] Your policy number that you have with APL?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't. I'm, I'm a member of APFA.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I get it.
[CUSTOMER][NEUTRAL] I don't know if that makes a
[AGENT][NEUTRAL] It, yeah, I understand. spell your first and last name for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my first name spelling is [PII]
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] And what state do you reside, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and did you say that this is a medical claim or a disability claim?
[CUSTOMER][NEUTRAL] No, no, medical, that's it. It was in the hospital. It's not just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said the date of service was [PII]?
[CUSTOMER][NEUTRAL] I know [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And first.
[AGENT][NEUTRAL] So is it an inpatient claim?
[CUSTOMER][NEUTRAL] It it was an inpatient claim. I went into the ER and ended up admitting me.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Let me locate your policy. Give me one second, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so you're just trying to submit the, the, the bill for a review of payment.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][POSITIVE] Did it. That's exactly right, and I wanna make sure that it correctly and and in a timely fashion because I just got all the information from the hospital. Um, they kept sending it to me in an encrypted fashion and I couldn't get into it.
[AGENT][NEUTRAL] Got, got it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] I finally
[CUSTOMER][NEUTRAL] And open it so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I finally got the unencrypted version.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Sure thing.
[AGENT][NEUTRAL] And Carolyn, was it a hospital indemnity policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] A medical policy, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Yes, of course, um, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what's your email address?
[CUSTOMER][NEUTRAL] OK, it's my last name, so [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I've located the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so the claim form that that you had, do you have a claim form?
[CUSTOMER][NEUTRAL] I am looking at what what was provided uh to me by the um uh the new representative for this um for for these uh claims you know for the policy uh for this year it's um it says APL American Public Life OK uh uh in the corner of the paperwork and it's and and the other corner it says APL claims department.
[CUSTOMER][NEUTRAL] So I'm presuming that they did send me the correct information that's associated with um filing a claim with you but I needed to be sure.
[AGENT][NEUTRAL] Yeah, let me pull up the claim form.
[AGENT][NEUTRAL] And [PII], what does it say at the top? Does it give, does it say hospital indemnity and everyday solutions claim form?
[CUSTOMER][NEGATIVE] It it does not say that at the top of page one. It's just that page one is a claimant statement.
[CUSTOMER][NEUTRAL] Um, and it looks like kind of a general thing. It does say under that, you know, if, if, if some a copy of the police police report if the claims due to a vehicle accident.
[CUSTOMER][NEUTRAL] Um, something else submit a copy of the pathology report if it's due to cancer, those are in the body of it. Um, then there's an employer statement for disability or waiver of premium claims only attending physician's statements is the next page or that, you know, underneath that, so, um.
[CUSTOMER][NEGATIVE] That you know, and they wanna know is this due to a p[PII] or you know all those questions get asked and then on the final page it says authorization to for just close protected health information. So that's I have 3 pages.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] That is what I have and on the bottom portion of page one, it's all the warnings about, you know, misrepresenting a claim, OK, for all the states and that's it.
[CUSTOMER][NEUTRAL] So, uh, there, there really is not.
[CUSTOMER][NEUTRAL] That much, I mean there's no attending to at this point, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see for routine first aid claims, OK, but that's not what that was.
[AGENT][NEUTRAL] Does it say American Public Life on there? It doesn't sound like our claim form.
[CUSTOMER][NEGATIVE] It it says what what it is on uh the top page of page one American Public it's your, your um logo and then under that it says American Public Life and then American Public Life does not show up on the second page, but on the 3rd page it says American Public Life again.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, that's, I don't believe I don't know what that form is. I'm gonna email you the correct claim form to the address that you verified.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you're filing this under the hospital indemnity policy, which is your medical the medical policy that you have with this, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, and, and is there um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have available to you what my um policy or cer certificate number is? Do you have that in there?
[AGENT][NEUTRAL] I do. I, I do.
[CUSTOMER][MIXED] That that would be helpful too, but you could even if it's easier for you to just give it to me.
[AGENT][POSITIVE] Yeah, I can give it to you.
[CUSTOMER][NEUTRAL] Over the phone, I can, yeah, OK.
[AGENT][NEUTRAL] Yeah, it's 223.
[AGENT][NEUTRAL] 8271.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me a second, let me get this emailed over to you.
[CUSTOMER][NEUTRAL] Oh right, oh, that's the policy number right there. You just gave me the whole thing.
[AGENT][NEUTRAL] Yeah, that's the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] So basically the forms I have are not correct.
[AGENT][NEGATIVE] It doesn't sound like it. Our logo is on each page, the upper left of each page, and part of it sounds like a disability claim because you said the attending physician statement and the employer statement.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, that, yeah, that sounds like part of a dis a disability claim form.
[CUSTOMER][NEUTRAL] Yeah no and and that's not that's not what this is this was just the hospital and.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right, exactly.
[CUSTOMER][NEUTRAL] For that
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I just emailed that over to you, Ms. [PII] coming from [PII]
[CUSTOMER][POSITIVE] Oh, thank
[CUSTOMER][NEUTRAL] Let me see, tell you, let me look at this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, there it is. [PII] medical claim form.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] So it's saying that I can, uh, the service center allows me to file the claims, upload the claims documentation, track the claim status, and view the policy documents, download ID cards so I don't need the ID cards anymore, right, since it is it since you guys.
[AGENT][NEUTRAL] Yeah, and you may not have yeah you may not have access anymore because the policy is no longer active, but because this state of services prior to that date.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so really what I need to just print out these forms and fill them out and speak with somebody from customer care or contact you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, um, on page one is the fax number at the bottom of page one. You can just fax it back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, fill it out, fax it back, and is it self-explanatory. Obviously you need the documents that it's a two page PDF that I have which I can print out, um, of the, the, uh, bill that I received from Flagler Hospital, right?
[AGENT][NEUTRAL] OK, I have a question
[CUSTOMER][NEUTRAL] It's the itemized
[AGENT][NEUTRAL] Mhm. On the itemized bill, does it does it include the diagnosis code and procedure codes?
[CUSTOMER][NEUTRAL] Yeah, huh?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Diagnosis code and procedure let me.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] The diagnosis is the reason that you were admitted?
[AGENT][NEUTRAL] And the procedures codes are what they've done when while you were there, we must have that information.
[AGENT][NEUTRAL] You know, along with the bill charges, the name of the hospital.
[CUSTOMER][NEUTRAL] OK. So, uh,
[CUSTOMER][NEUTRAL] I have no prior experience with this kind of thing because I, I have not, I, the only other time I was in the hospital was um for surgery for an accident. So I don't have, I don't have experience with this. But what I can tell you is that I went to the ER because I was displaying symptoms of a stroke and I ran every test you can imagine while I was in the ER.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And everything kept coming back negative or with like ridiculously perfect scores on everything. I mean, like my son who's a paramedic, took me in, um, he drove me. He was there and he goes, he starts laughing when he's reading my EKG and I said, why are you laughing? everybody's thinking I'm having a stroke here and you're laughing. And he goes, Mom, your EKG your EKG is textbook for a 20 year old.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Oh wow. Well, that was good news, right?
[CUSTOMER][POSITIVE] Oh, well that, well, right there, out, out of the gate, that's good news, right? My blood work came back picture perfect. The, um, the, uh.
[CUSTOMER][POSITIVE] The um ultrasound on my carotid arteries came back and the doctor came in and said, no blockages, no plaque, 0. It's as clean as a whistle. And I'm going, this is really great. The CAT scan shows nothing going on. And so, um, I mean, this is how like several hours went on, but my blood pressure was off the charts and they could not figure out why.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, this was going on and because everything, every test came back and then they said we need to admit you, we don't really even know what's going on here. We're sorry, we, you know, we, we just can't, but you know, they, they had me on IVs and they had me, you know, all kinds of stuff, and they said, uh, yeah, let's, we gotta figure out what's happening here because we do think you're, you could be having a stroke, but nothing's showing up that way yet.
[CUSTOMER][NEUTRAL] So we're just gonna bring you in and we'll do more tests tomorrow and they did.
[CUSTOMER][NEUTRAL] Um, I mean, even the, the head nurse on the floor came in on Sunday morning, and she's my son's best friend's mother, and I know her because we've been in social situations together. And so she comes strolling in the room and with my room pitch dark in the hall, bright light, so I couldn't see her face. But as soon as she said something, I knew, I recognized her voice. And she goes, how in the hell can you have a cholesterol level of 132?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And I said, is that bad? She goes, oh for God's sake. She says it's so good. Well, here, I'm [PII] old, right? So she's, she's like.
[AGENT][POSITIVE] That's good.
[AGENT][POSITIVE] That's good.
[AGENT][POSITIVE] Oh, that's really good, yes.
[CUSTOMER][NEGATIVE] He's like, oh my God. So, so the thing is I don't have any experience with this stuff, but all I know is ultimately on by on Sunday late in the afternoon they released me.
[CUSTOMER][NEUTRAL] And you know, had me on antibiotics because I did tell him, I said, you know what, uh, even though the blood work showed I had no, um, I had nothing wrong. I mean, everything was, my, my son goes, your blood work is un freaking believable. And so, you're a total anomaly, mom. But as it turns out, I said, you know what, they haven't done a urine specimen. Tell them to take a urine specimen.
[CUSTOMER][NEUTRAL] And so he said, OK, I'll get them to do that and, and sure enough they said, yeah, let's go ahead and do that and, and, and so it turns out that I did have a UTI.
[CUSTOMER][NEUTRAL] Didn't show up in the blood work, but it showed up in the spec that was the diagnosis. Now, based on this stuff, should they not have a diagnosis or um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, a code, a diagnosis code on there with that? Or should they not have, you know, like the procedural code with all of that or is that not necessarily what hospitals do? I gonna have to go back.
[AGENT][NEUTRAL] Yeah, generally, on the, so the thing is is that that there are uh several different types of itemized bills that the provider may have but most insurance companies, including major medical as as well as APL require the UBO4 form um because it houses all of the.
[CUSTOMER][NEUTRAL] It's called
[CUSTOMER][NEUTRAL] Uniform Bravo 04.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] 0 04 form, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So that's that's a form you need.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Right?
[AGENT][POSITIVE] Yes, which is also an itemized bill, yes ma'am.
[CUSTOMER][NEUTRAL] OK, so if see.
[CUSTOMER][NEUTRAL] If I look at the uh PDF that I have here for that [PII], is that able to show.
[AGENT][NEUTRAL] Uh uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Procedures and diagnosis code, yes.
[CUSTOMER][NEUTRAL] Well, will that, will, will it say that it's a UBO4 form or right.
[AGENT][NEUTRAL] Uh, if it's the, if it's the correct document, you would see it at the bottom, the very bottom left of the document.
[AGENT][NEUTRAL] You'll either see UB04 or C as in Charlie, M as in Mary, S as in Sam.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Number 1450.
[CUSTOMER][NEUTRAL] Wait a second, let me see if I can find that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh, why is no.
[CUSTOMER][NEGATIVE] I do the wrong thing. It can't be. I just
[CUSTOMER][NEUTRAL] Mail folders
[CUSTOMER][NEUTRAL] Liber Hospital.
[CUSTOMER][POSITIVE] So sorry. I thought I was being really good. Oh, that's maybe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, here it is patient services, here's the PDF form.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] You're saying at the bottom left hand side.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You know sometimes when it gets the form name at the bottom.
[CUSTOMER][NEUTRAL] Yeah, I'm I'm
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] CMS 1450 or UBO4.
[AGENT][NEUTRAL] Either one of those?
[CUSTOMER][NEUTRAL] OK, I am not.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, you know what?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] There's a whole bunch of codes.
[CUSTOMER][NEUTRAL] Um, there's the date that each thing was done.
[CUSTOMER][NEUTRAL] Um, all of that.
[CUSTOMER][NEUTRAL] For each, the posting date, OK? The service date, the posting date for everything.
[CUSTOMER][NEUTRAL] And I am not seeing on this.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's an account number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You would think that they would know.
[AGENT][NEUTRAL] Right, and you know I don't want us to because if we receive it and it doesn't have that information on it, they're gonna request it from you, so that's why I'm trying to check.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][POSITIVE] Yeah, and that's why I appreciate if I, yeah, no, it's, it's really got the date that they sent us to, to me, um.
[AGENT][NEUTRAL] So use
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] You see, it's got my name, the service dates, posting dates, totals.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so, and, and pretty much.
[CUSTOMER][NEUTRAL] Um, after my
[CUSTOMER][NEUTRAL] Primary insurance paid, you know, the bill they're they're looking at what's what's at the bottom is the totals that are left after, after the insurance company paid what what part of my primary insurance.
[CUSTOMER][NEUTRAL] You know, through American Airlines. So.
[AGENT][NEUTRAL] OK. So in the body, in the body, in the body, in the body of that bill, do you see any um procedure codes? It's usually 5 numbers, a 5 digit number.
[CUSTOMER][NEUTRAL] That's what this that's what this is because.
[AGENT][NEUTRAL] And then it sometimes we'll have the description of the code?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, in the anywhere on that page.
[AGENT][NEUTRAL] It's usually in the body in the middle where it shows the um.
[AGENT][NEUTRAL] The date that you, it'll have the date that you were you went to the emergency room and admitted and then the date that they discharge you.
[AGENT][NEUTRAL] And then it'll list everything that they done while you were there.
[AGENT][NEUTRAL] And that's kind of in the middle of the page.
[CUSTOMER][NEGATIVE] No, it's 2 pages.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And, and, um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It says servicing date, posting date revenue code.
[AGENT][NEUTRAL] OK, to the right of the revenue code, what do you see?
[CUSTOMER][NEUTRAL] It says AR segments.
[CUSTOMER][NEUTRAL] And then it says then next to that it says summary and then it just shows the numbers again that are.
[CUSTOMER][NEUTRAL] Part of the transactions, the charges, the fees.
[CUSTOMER][NEUTRAL] Um, this the.
[CUSTOMER][NEUTRAL] Yeah, it shows my account number. It says FC Coen EOSP Contracts.
[CUSTOMER][NEUTRAL] Yeah it it doesn't have.
[AGENT][NEUTRAL] OK, go ahead and send the document. I just wanted you to be aware that if it's if it's a different type of an itemization, um, we may send you correspondence in the mail asking you to submit the the.
[CUSTOMER][NEUTRAL] Oh, not, not in an email, right? Just in the mail?
[AGENT][NEUTRAL] Yeah, we, we correspond via via mail.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] The regular mail boy and, and I'm out of town so, so much. I mean like I'm gone sometimes 2, 22, 3 weeks at a time because I don't work.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh yeah, because you're OK.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yeah, uh, because I'm a flight and I work out of [PII]. I live in [PII]. I have a crash pack in [PII]. I back up my trips, you know what I'm saying? So, so here's what I have, um, because I'm gonna call the hospital anyway and, and, uh, get them again. So you be 04 form. What was the other thing that you said, the other code that you gave me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The procedure, the other form name or the the codes?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, did you call it a code what?
[AGENT][NEUTRAL] I gave you
[AGENT][NEUTRAL] Yeah, on the itemized, yeah on the itemized bill and basically all you need to request is the UBO4 form.
[CUSTOMER][NEUTRAL] What what was the other
[AGENT][NEUTRAL] And it's also known as the CMS 15, excuse me, CMS 1450 form.
[AGENT][NEUTRAL] Same form
[CUSTOMER][NEUTRAL] The CM Charlie Mike.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, 1450 form.
[AGENT][NEUTRAL] Yes, same kind of a form just different names, but it's the same form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, and that would be on the itemized. OK, I'll call them and see, you know, if they can move something forward because, you know, when we start separating paperwork, it starts becoming complicated and I don't want to do that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So I can fax everything once I've got it all completed and the forms that you're asking me to fill out are really self explanatory right [PII]?
[AGENT][NEUTRAL] Yes they are and there there are there's instructions on the very first page that tells you how to complete the form.
[CUSTOMER][POSITIVE] OK, OK, well you have been absolutely a jewel thank you you you're, you know, thank you for spending all this time with me because I know that this is not, you know, I know that you're busy. I know that you've got a lot of calls that come in that you've got to deal with and I appreciate you making sure that I'm squared away before I start jumping through a whole bunch of hoops that we could have fixed today, you know.
[AGENT][POSITIVE] Exactly, yes, ma'am. And you're welcome.
[CUSTOMER][POSITIVE] Yeah, you are amazing and and your River is your last name, right? And there was a survey in there.
[AGENT][NEUTRAL] Rivers,
[CUSTOMER][NEUTRAL] Rivers, OK. And so there's a service in there that I can take, take care of too, right?
[AGENT][NEUTRAL] Yes, ma'am. Rivers, uh-huh.
[AGENT][NEUTRAL] A survey in your in the email that I sent you I think there's a link.
[CUSTOMER][NEUTRAL] There's a
[CUSTOMER][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, to, to a survey where I talk about you, right?
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. All right. All right. So we're good. I got that. Um.
[CUSTOMER][NEUTRAL] I that's all I need then from you, right?
[AGENT][NEUTRAL] Yes ma'am, the, the, the claim form that was emailed and then the, the, the form, the itemized bill.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Perfect. Thank you so very much. You're amazing and have a great day.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] A great rest of your day at weekends alright take care of yourself.
[AGENT][POSITIVE] Thank, thank you, Miss [PII]. Thank you. You too.
[CUSTOMER][POSITIVE] Thank you so much, dear. OK, bye bye.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Yes, you as well dear bye.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] To