AccountId: 011433970860
ContactId: c0374ba4-42c2-44c5-989d-a0fda53242b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3965800 ms
Total Talk Time (AGENT): 1158459 ms
Total Talk Time (CUSTOMER): 866863 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c0374ba4-42c2-44c5-989d-a0fda53242b7_20250305T17:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Tankersley Chiropractic, and I am just trying to find claim status for a few patients.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what in the world I get [PII] from? OK, and.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] It's all right.
[AGENT][NEUTRAL] [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Close
[CUSTOMER][NEUTRAL] Um, let's see, the first one is, um,
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 794006
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The first date of service is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Build amount was 1:15.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 122.
[AGENT][NEUTRAL] And what's the name of your uh the office?
[CUSTOMER][NEUTRAL] Saturley Chiropractic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, give me one moment, look at this claim. I think this is.
[AGENT][NEUTRAL] 1:15.
[AGENT][NEUTRAL] And do you happen to have the balance after primary?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It doesn't look like the primary.
[CUSTOMER][NEUTRAL] OK, let me think.
[CUSTOMER][NEUTRAL] Actually, it's gonna be a little more than that. It's gonna be.
[CUSTOMER][NEUTRAL] 1:45 actually.
[CUSTOMER][NEGATIVE] And the primary did not pay.
[AGENT][NEUTRAL] OK, so the total charge is 145?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, it looks like on this claim, we paid $5.
[AGENT][NEUTRAL] And this was on, give me a moment, for one.
[AGENT][NEUTRAL] 3549851. Uh looks like processed on [PII].
[CUSTOMER][NEUTRAL] And paid $5. Do you have a check number?
[AGENT][NEUTRAL] Uh yes, ma'am. 202-222-1.
[CUSTOMER][NEUTRAL] And then the patient responsibility after that?
[AGENT][NEUTRAL] Uh, we don't give patient responsibility. We just, uh, pro, well, we just,
[AGENT][NEUTRAL] Verify how the claim was processed, but we don't get patient responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and you said that paid on the 98941?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 1925 is the date it was or the date claim process.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I have a few more days of service.
[AGENT][NEUTRAL] OK, for the same patient?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's that next um data service?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] It's gonna be for the 140.
[CUSTOMER][NEUTRAL] 145.
[AGENT][NEUTRAL] 14
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, and it looks like this claim processed as benefits are payable only if the major medical pays.
[CUSTOMER][NEUTRAL] Now, I'm not familiar with this insurance. So what does that mean? Like I, you know,
[AGENT][NEUTRAL] Well, with this policy, it's a secondary supplemental plan. We only pick up what primary insurance applies towards deductible, co-pay or co-insurance and per the explanation of benefits that was attached to the claim, uh, the primary did not apply any amount towards those three, so it's nothing for us to pick up and pay.
[AGENT][NEGATIVE] And it looks like the uh primary actually denied the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you said you only pay what the primary pays for copay.
[AGENT][NEUTRAL] We only pick up what primary applies towards deductible, co-pay, and or co-insurance.
[AGENT][NEUTRAL] And on this claim, it does not show they applied to any amounts towards those three.
[CUSTOMER][NEUTRAL] OK, yeah, because it, I guess it, it does say that expenses incurred during a lapse in coverage. So basically, you wouldn't cover anything for that date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] The next day service would be [PII].
[CUSTOMER][NEUTRAL] For the same amount? Twilight, hold on, not the same amount. Yeah.
[CUSTOMER][NEUTRAL] For 2:15.
[AGENT][NEUTRAL] For 2:15? OK.
[CUSTOMER][NEUTRAL] Yeah, $215.
[AGENT][NEUTRAL] I don't show we received that claim.
[CUSTOMER][NEUTRAL] Alright, so [PII] you don't have yet.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] and that one is for.
[CUSTOMER][NEUTRAL] The 2:15. I wonder if those would be on the same.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, potentially.
[AGENT][NEUTRAL] Alright, let me see, we may have received this one. Give me one moment.
[AGENT][NEUTRAL] OK, and I'm shown on this claim, uh, looks like we paid $46.
[CUSTOMER][NEUTRAL] On the [PII]
[AGENT][NEUTRAL] For the 28 data service, correct.
[CUSTOMER][NEUTRAL] And you paid how much? I'm sorry.
[AGENT][NEUTRAL] $46.
[AGENT][NEUTRAL] And this processed on.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Um, does that show what procedure it paid towards?
[AGENT][NEUTRAL] Uh, yes, it does. Um, pay towards procedure code 98941.
[AGENT][NEUTRAL] 989-43 and 97012.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Does it give you a breakdown by chance or?
[AGENT][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] I'll, I'll figure. Do you have the check number for that one?
[AGENT][NEUTRAL] I do. It's 202-936-7.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The next day I have a few patients that I can't find the claims source and I they won't pull up on the website but it this is gonna be a little bit um the next one is [PII].
[AGENT][NEUTRAL] Uh, we have not received that claim.
[CUSTOMER][NEUTRAL] All right. Uh, [PII].
[AGENT][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] We haven't received any claims after [PII].
[CUSTOMER][NEUTRAL] OK, do you have any uh
[CUSTOMER][POSITIVE] OK, that helps.
[CUSTOMER][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] My next patient would be actually her husband [PII].
[AGENT][NEUTRAL] OK. And what was the date of service?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] His first date of service is [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I wish it would just added up already.
[CUSTOMER][NEUTRAL] 165.
[AGENT][NEUTRAL] OK, and I show on this claim, we paid $53.
[CUSTOMER][NEUTRAL] And what codes
[AGENT][NEUTRAL] Um, [PII] G 0283 and [PII].
[CUSTOMER][NEUTRAL] OK, and payment date and check number please.
[AGENT][NEUTRAL] Uh, this processed on. Give me a moment.
[AGENT][NEUTRAL] On [PII], so this one was processed yesterday.
[CUSTOMER][NEUTRAL] OK, it's just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check number is 203-0741.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] for the same amount.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, it looks like on this claim, we paid $53.
[CUSTOMER][NEUTRAL] Is it gonna be on that [PII] payment maybe?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is it gonna be the same date that it paid for the [PII]?
[AGENT][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] Is it the same check number or a different one?
[AGENT][NEUTRAL] A different check number, it's 203-0740.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then have you, do you have any other plans after that because he has one more day of service of the [PII] that might be too soon.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me see because there's a open claim looks like we received yesterday give me one moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] No, ma'am, I don't sure we received that claim, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The next patient is.
[AGENT][NEUTRAL] Uh, give me one moment. Let me type a note for this one. Hold on one moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, and what is the next policy number?
[CUSTOMER][NEUTRAL] 02006178
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK. Data service amount of the charge.
[CUSTOMER][NEUTRAL] OK, hers are uh let's see, [PII] and hers is.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] 2:45.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, we have not received that claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the next date is [PII].
[CUSTOMER][NEUTRAL] Of [PII]
[CUSTOMER][NEUTRAL] And it looks like 70.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, so this client pay $30?
[AGENT][NEUTRAL] And this process on. Give me a moment.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And check number?
[AGENT][NEUTRAL] 2006353
[CUSTOMER][NEUTRAL] And then what is that what codes did that pay on?
[AGENT][NEUTRAL] 971-24.
[CUSTOMER][NEUTRAL] OK, the next day is [PII].
[CUSTOMER][NEUTRAL] And it was 50
[AGENT][NEUTRAL] You said the amount of $50?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Uh, it might be a little more. I just see if there's might be another service with it sorry.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, shall we pay $30?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 350 and it's for codes uh 97,110 and 97,140.
[CUSTOMER][NEUTRAL] OK. And when
[AGENT][NEUTRAL] And this was processed on.
[AGENT][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And the check number?
[AGENT][NEUTRAL] 2,006,350
[CUSTOMER][NEUTRAL] Uh, the next date would be [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 70?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it looks like this one paid $30 and that was for procedure code 97124.
[AGENT][NEUTRAL] 139.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, check number 2006352.
[AGENT][NEUTRAL] And this was processed on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII] as well.
[CUSTOMER][NEUTRAL] OK, and there's one more data service for this patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, data service [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, 180.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, looks like this claim paid $30.
[AGENT][NEUTRAL] And this is for procedure code 97124.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the check number is 2016546.
[AGENT][NEUTRAL] And this claim.
[AGENT][NEUTRAL] Uh, this one will process on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 4 more patients. Is that doable?
[AGENT][NEUTRAL] Yes, give me one moment I type in a note for each one.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, next policy number?
[CUSTOMER][NEUTRAL] Uh, it is 02006183.
[AGENT][NEUTRAL] OK, patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of the service and the amount of the charge.
[CUSTOMER][NEUTRAL] Oh, it has a few days, um.
[CUSTOMER][NEUTRAL] September, I lied [PII] for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] 0, [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what procedure code are you inquiring about this one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The whole data service has not paid, uh, so be 98941 is one of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like we paid $30.
[AGENT][NEUTRAL] And that was towards the code 98941. Uh, the others, let me see.
[AGENT][NEUTRAL] Uh, processing needing primary EOB and
[AGENT][NEUTRAL] Primary paid in full.
[CUSTOMER][NEUTRAL] For the, so for the other.
[CUSTOMER][NEUTRAL] For procedures, is that what you mean?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Wait a minute, I'm looking at it wrong. Give me a 2nd. 351 2.
[AGENT][NEUTRAL] I apologize. We did pay 30.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Um, but yeah, the other, there was one charge for an office visit, which is not covered and the others were processes uh primary paid in full.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And this one processed on. Give me a moment.
[AGENT][NEUTRAL] 549.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, this one processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And get check number.
[AGENT][NEUTRAL] Uh, there's no check number. Where did I find this $30? Hold on one second.
[AGENT][NEGATIVE] I think I'm looking at it wrong.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, it was. OK, check number 2005689.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next data service is uh [PII] for 70.
[AGENT][NEUTRAL] Uh, show under this claim, um,
[AGENT][NEUTRAL] OK. Uh, looks like we paid $30.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was for code 98941.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The check number is 2,005,690.
[AGENT][NEUTRAL] And this was also processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] The next is [PII] for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like this claim process is primary paid in full.
[AGENT][NEUTRAL] And this was processed on.
[AGENT][NEUTRAL] Uh, also, well, this one is processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the next day would be [PII].
[AGENT][NEUTRAL] OK, out of the charge.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And it looks like this claim, uh, pay $30.
[AGENT][NEUTRAL] And that was for code 98941 and 97,140.
[AGENT][NEUTRAL] Uh, the check number is 2005693.
[CUSTOMER][NEUTRAL] I'm sorry, 2005693.
[AGENT][NEUTRAL] Correct. And this one process on
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like can they all be in one spot, uh, [PII].
[CUSTOMER][NEGATIVE] I wish the portal would work like I, it's not one to pull up anything and I don't know why.
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The next is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And was that the same amount of 130?
[CUSTOMER][NEUTRAL] Um, this one might be 240.
[AGENT][NEUTRAL] Uh, this client paid $5.
[AGENT][NEUTRAL] And that was towards the code of, I can't see, 989-43.
[AGENT][NEUTRAL] Uh, check number 2005905.
[CUSTOMER][NEUTRAL] And it only paid 5, is there a reason code on it why I only paid 5?
[AGENT][NEUTRAL] Well, the other uh codes, it shows needing primary EOB or primary paid in full.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this claim processed on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, 200.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, so this claim pay $30?
[AGENT][NEUTRAL] And this was for code 98941. The other codes process is the primary EOB or primary paid in full.
[AGENT][NEUTRAL] Uh, check number 2005695.
[AGENT][NEUTRAL] And it's processed on.
[AGENT][NEUTRAL] 259525 [PII].
[CUSTOMER][NEUTRAL] OK, and I have just a few more for him, and then I still have some other patients.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII] for 170.
[AGENT][NEUTRAL] Uh, it looks like this claim processes benefits payable only if primary pays.
[AGENT][NEUTRAL] And this process on.
[CUSTOMER][NEUTRAL] So does that mean that they didn't get the primary EOB?
[AGENT][NEGATIVE] Uh, it means that we received the EOB, but there was no amount supplied towards deductible, co-pay or co-insurance for us to pick up.
[AGENT][NEUTRAL] 3558. I mean this earlier. Uh, this one processed on [PII] of this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next one is uh [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] 150
[AGENT][NEUTRAL] Uh, do not show we received that claim.
[CUSTOMER][NEUTRAL] Uh, this, uh, my goodness, [PII].
[AGENT][NEGATIVE] Uh, we haven't received anything after [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, he's he's done for now, um, so basically if you received for that one data service [PII], but if it's payable only if primary pays.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If we resubmitted the claim with the primary EOB, is that what the process would be if they paid on it or anything was applied to it?
[AGENT][NEUTRAL] Yes, ma'am, then you can send.
[CUSTOMER][POSITIVE] Oh, actually it looks like a benefit.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, never mind. His benefits not at that time.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So that's why you didn't pay that one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh, I hate this screen. Give me one moment. Let me type in notes.
[CUSTOMER][POSITIVE] OK, I really appreciate you helping me with all these. You're gonna be tired of my voice here soon.
[AGENT][NEGATIVE] You're gonna be losing your voice.
[CUSTOMER][MIXED] I mean, you could already be, you might already be annoyed with me, but that, I appreciate you sticking it out with me.
[AGENT][POSITIVE] No, I mean, it's my job. It's what I'm supposed to do, so it's all good.
[CUSTOMER][POSITIVE] Well I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] I'm trying to make the notes smaller, but where other people can read it.
[CUSTOMER][POSITIVE] You take your time.
[AGENT][POSITIVE] And plus I always expected there will be several days, especially for any kind of therapy or any chiropractic work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And it's obviously needed to be called on for a while at this point, so.
[CUSTOMER][POSITIVE] I get to do it all at one time.
[AGENT][POSITIVE] Yay.
[CUSTOMER][POSITIVE] Yeah, exciting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm new to this, this one office because I'm, I do it remotely and I had to take this office on so this insurance plan doesn't, it's completely new to me and how it processes so like well.
[CUSTOMER][NEUTRAL] See what I can find out, I go.
[AGENT][NEUTRAL] Exactly. Um, oh.
[AGENT][NEUTRAL] OK, and what's the next policy number?
[CUSTOMER][NEUTRAL] Ouch, it is 02006183.
[AGENT][NEUTRAL] Oh, same policy number or a different patient I'm assuming.
[CUSTOMER][NEGATIVE] Oh, you know what, yep, I, I guess it is cause it's, I think it's bad news.
[CUSTOMER][NEUTRAL] I just, I just figured that out after you said that.
[AGENT][NEUTRAL] OK, and it's for the father and what's his name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And what are the dates?
[CUSTOMER][NEUTRAL] First one is um [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Oh, this one, it looks like um.
[AGENT][NEUTRAL] You only paid $5.
[AGENT][NEUTRAL] And the other codes have processed as um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Benefits payable only at primary pays.
[AGENT][NEUTRAL] And this check number is 2,010,530.
[AGENT][NEUTRAL] And this process on
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what code did that $5 go to?
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Uh, that was for code of [PII].
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the next date?
[CUSTOMER][NEUTRAL] The next date is [PII].
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Um, I don't show, oh wait, I put in the wrong date.
[AGENT][NEUTRAL] OK, see.
[AGENT][POSITIVE] Oh wow, that's a wild doggie.
[CUSTOMER][NEUTRAL] Sorry, she's gonna
[CUSTOMER][NEUTRAL] Yeah, heaven forbid our neighbor leaves their driveway or the Amazon truck or somebody just, you know, leaves and she goes crazy.
[AGENT][NEUTRAL] At least you got an alarm system.
[CUSTOMER][NEUTRAL] My big 90
[CUSTOMER][NEUTRAL] She's something, but then again she's 95 pounds of a who. She would run so fast that something came at her, yeah, so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And what kind of dog is she?
[CUSTOMER][POSITIVE] She is a great Pyrenees, uh, Anatolian shepherd mix.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So she's a big old baby.
[CUSTOMER][NEUTRAL] You lay down.
[AGENT][NEUTRAL] Arabic.
[CUSTOMER][POSITIVE] Good girl.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, our neighbor like across the street, she'll see them like walk out to the curb to get their mail and she explains there something on our front porch. I'm like, oh God.
[AGENT][NEUTRAL] How dare you get out of your house?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] That
[CUSTOMER][NEGATIVE] You cannot come or go.
[CUSTOMER][NEUTRAL] That's something.
[AGENT][NEUTRAL] Well, I saw this one, it looks like it processes benefits payable only if primary pays.
[AGENT][NEUTRAL] In this process on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I miss my dog.
[CUSTOMER][NEUTRAL] Is that the last one you have?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, we have some after that date.
[CUSTOMER][NEUTRAL] You said you
[CUSTOMER][NEUTRAL] OK, 26 is the next one for 145.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I'm sorry you were gonna say something and I cut you off. I'm sorry.
[AGENT][NEUTRAL] No, you're fine. It was just, I was thinking, it made me think about my dog or I had a long, long time ago when I was younger, but it was a Rottweiler.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And he was a big baby to us, but um I remember a kid from across the street, they had a dog that just let room or whatever, and that dog just came on our front porch and bit my brother, and my dog was right there at the door and he saw it, so my daddy opened that door and that dog, he didn't kill him or anything, but he beat his butt and he was scared of my brother after that.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Like, you don't mess with my baby.
[CUSTOMER][NEGATIVE] Stay away.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Yeah, they're protective.
[CUSTOMER][NEUTRAL] Well, that's, that's the thing like.
[CUSTOMER][NEUTRAL] They are, and she's very obviously territorial, the whole street.
[CUSTOMER][NEUTRAL] Apparently.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Her bark is pretty intimidating, so.
[AGENT][NEUTRAL] Yeah, it is because I was like, goodness, that's a big old doggy.
[CUSTOMER][NEUTRAL] It's, it's my cow.
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Barca cow, but um it looks like on this plane we paid $46.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, for codes [PII] and [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, and check number. I don't know why we wouldn't have gotten these checks, so that's gonna be the next thing I gotta because you, can you tell if they were cleared or anything?
[AGENT][NEUTRAL] Oh, give me a 2nd. 2307.
[CUSTOMER][NEUTRAL] Now I ask you that, you know, kind of, but.
[AGENT][NEUTRAL] You're fine. Um, this one is check number 203-0749.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 203074-9.
[AGENT][MIXED] It shows it's outstanding, but this one was just issued yesterday, so she probably hadn't received it.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um, let me look at it.
[CUSTOMER][NEGATIVE] I wish I would have asked that earlier because it's like I don't know if they just got entered wrong because that would be something.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It could be, and um I did look at another one for this patient, the [PII], and we paid $5 and I showed that check cleared on [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I wonder if they were just posted like it it didn't pay in full so that's why it's just this kind of lingering. I have no idea.
[CUSTOMER][NEGATIVE] Because I don't show any payment at all for.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I'll figure it out.
[AGENT][NEUTRAL] Hopefully with the check numbers, I don't know if in your system if y'all can search by check number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well they're yeah they're they weren't posted, but who knows.
[CUSTOMER][NEUTRAL] Um, there's one more data service for him. I don't know if you show any other dates yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's that date?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] See.
[CUSTOMER][NEGATIVE] Oh, I know. She gets mad at me too. I tell her to stop and lay down and she'll, you know, my dogs are not allowed on the furniture, but not this one, you know, she thinks she's a cat.
[CUSTOMER][NEUTRAL] So she's laying on the ottoman next to me and she lays down and she goes, um.
[CUSTOMER][NEGATIVE] She's mad at me.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] And cats are just a different Lord. Cats are so funny to me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They do what they want.
[CUSTOMER][NEGATIVE] They're just like, don't touch me, don't, yeah, why are you petting me? I didn't tell you to pet me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] There
[AGENT][NEGATIVE] There's this video of people touching their cats after their cat licked on the spot and the cat looked at them like they were crazy, like, excuse you, you know, why are you touching me?
[CUSTOMER][NEUTRAL] Like ew, I just cleaned.
[CUSTOMER][NEGATIVE] I'm contaminated again.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] But cats are funny though.
[CUSTOMER][NEUTRAL] You know, like you're human.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] I always thought it was a cat person. I love my cats, but ever since getting a dog, it's like, OK, my cats can go. Like, you know, they actually, he, you know, [PII] actually wants to see me. The cats are just like, feed me, leave me alone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Oh yeah, when they want food, they'll wake you up. I had a cat. Um, I woke up late, um, for work, and the cat woke me up by crawling on my head and my pillow, which I don't like, and that woke me up to where I was and I was like, oh my God, I'm late, and hurry up and get dressed and get ready. But like I go walking in my neighborhood and the cats, you know, if it's a loose dog, then everyone calls animal control and everything, but cats around here rule it. They'll lay in the middle of the street, not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They like drive around, and people drive around.
[CUSTOMER][NEUTRAL] Yeah. Yeah, I'm busy. I'm busy.
[AGENT][NEUTRAL] But um yeah, they.
[CUSTOMER][POSITIVE] Yeah, they're funny.
[AGENT][POSITIVE] They are funny. Um, I showed this one process and paid $46.
[AGENT][NEUTRAL] Um, for code [PII] and 97012.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that check number is 203-0748, and this one was just processed uh yesterday.
[CUSTOMER][POSITIVE] Cool. OK.
[CUSTOMER][NEUTRAL] And I have 2 more patients.
[AGENT][NEUTRAL] OK, what's that next policy number? Well, type in this note. I don't want to.
[AGENT][NEUTRAL] I'll type it in like afterwards.
[AGENT][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] I know, I'm sorry. Can't get you.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um, let's see, this one is 02006185.
[AGENT][NEUTRAL] 6185.
[AGENT][NEUTRAL] OK. And that patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what are the dates of service, the amount of the charge?
[CUSTOMER][NEUTRAL] Oh boy. Uh, his is um [PII].
[CUSTOMER][NEUTRAL] And the charge amount is.
[CUSTOMER][NEUTRAL] 180
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, I showed this claim, we pay $30.
[AGENT][NEUTRAL] And that was for code 97124?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check number 2018564.
[AGENT][NEUTRAL] And this was on.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next date of service is uh [PII].
[CUSTOMER][NEUTRAL] For 180.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and this claim paid $46?
[AGENT][NEUTRAL] And that was for codes. Give me a moment.
[AGENT][NEUTRAL] Um, [PII] and 97012.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check number is 2030461.
[AGENT][NEUTRAL] And this claim process and.
[AGENT][NEUTRAL] Oh, this one processed on [PII], so Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So some of these are just now trickling in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] for 180.
[CUSTOMER][NEUTRAL] Now she's laying next to me snoring.
[AGENT][NEGATIVE] She got tired.
[CUSTOMER][POSITIVE] I mean, that was a big job.
[CUSTOMER][NEGATIVE] It's rough.
[AGENT][NEUTRAL] Um, let me double check. I don't see it in the system, but let me, there's an opening.
[AGENT][NEUTRAL] Claims that came through. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Oh, that's your dog's name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So yeah [PII]
[AGENT][NEUTRAL] Oh, that's my son's name.
[CUSTOMER][NEUTRAL] Oh, is it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I don't
[CUSTOMER][NEUTRAL] It's just a trash truck.
[AGENT][NEGATIVE] As is danger.
[CUSTOMER][NEUTRAL] You don't have that one yet?
[AGENT][NEUTRAL] Uh, no, I don't sure you received that one.
[CUSTOMER][NEUTRAL] They're still
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Do you show any other dates after that one received by chance?
[AGENT][NEUTRAL] Uh, let me double check on these dates and see if it's from y'all's office, um.
[AGENT][NEUTRAL] This is Access Physical therapy, correct?
[CUSTOMER][NEUTRAL] Um, no, uh, this tankersley.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Chiropractic.
[AGENT][NEUTRAL] Oh yeah I'm looking at the wrong one, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, they show other claims, uh, for dates of service after that one. What's the next one? More likely we would.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and that amount?
[CUSTOMER][NEUTRAL] I think 180.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and this one, looks like we paid 36.
[AGENT][NEUTRAL] And this was for code 98941, the other codes process is um benefits payable on the primary pays.
[AGENT][NEUTRAL] Or primary paid in full.
[AGENT][NEUTRAL] The check number is 203-0460.
[AGENT][NEUTRAL] And this one processed on [PII].
[CUSTOMER][NEGATIVE] Making a sorry.
[CUSTOMER][NEUTRAL] So for this patient, um, the doctor was asking,
[CUSTOMER][NEUTRAL] The 971-24 is is processing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's kind of it's allowed or combined with another service. Is that why you're processing it that way for some of the dates just.
[CUSTOMER][NEUTRAL] Because that's how [PII] processed it, the primary.
[AGENT][NEUTRAL] Uh, let me look at this claim. Give me one moment.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah, because the reason code from [PII] says it's contractual, the benefits of the service is included in the payment allowance for another service or procedure that has already been adjudicated.
[CUSTOMER][NEGATIVE] So that's why you wouldn't pay anything on that.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Well, on that one, they just didn't apply anything. The other 3, wait a minute.
[AGENT][NEUTRAL] What in the soup.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] OK, yeah, with that code, it, it just doesn't show anything towards deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] Was.
[CUSTOMER][NEUTRAL] OK, so just so I can word this the right way for to the doctor, can you word you said.
[CUSTOMER][NEUTRAL] You guys will pay only what the primary.
[CUSTOMER][NEUTRAL] Insurance applied to the patient deductible co-insurance, or co-pay, correct?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it looks like that code is pro if if [PII] processed it that way for that data service that's how it's gonna pay but for other days it actually went towards the copay versus.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Something else it's weird how he went through.
[AGENT][POSITIVE] Yeah, it's so much fun processing claims.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Cause it, you know, it's like hard to explain, like, I don't know, I, I didn't process it that way.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They you know they all come back different. It's hard to make sense of it sometimes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have one more patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02006178
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Do we do this one before?
[CUSTOMER][NEUTRAL] You know, I goofed and I realized [PII] was on here after the fact.
[AGENT][NEUTRAL] Oh, we, we did do Jackie, OK.
[CUSTOMER][POSITIVE] Yeah, we did Jackie, yeah.
[AGENT][NEUTRAL] OK, and what were the dates of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] and we don't have them added up on here.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, 200
[AGENT][NEUTRAL] And it looks like that one process is needing primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]:20.
[AGENT][NEUTRAL] And this one it was for.
[CUSTOMER][NEUTRAL] Uh, 70, sorry.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] This one also processes need EOB.
[CUSTOMER][NEUTRAL] OK, um, [PII] for 160.
[AGENT][NEUTRAL] And this one processes needing the primary EOB.
[CUSTOMER][NEUTRAL] 116 for 160.
[AGENT][NEUTRAL] And this one processes needing primary EOB.
[CUSTOMER][NEUTRAL] Same thing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] for 70.
[AGENT][NEUTRAL] Let's see this one.
[AGENT][NEUTRAL] Uh, this one looks like you paid $60.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 742. And this was for procedure code 97124?
[AGENT][NEUTRAL] And the check number is 2030742.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the next day?
[CUSTOMER][NEUTRAL] Um, when did that one process on [PII]?
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Let me see this one.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Uh, oh, this was just processed yesterday, [PII].
[CUSTOMER][NEUTRAL] All right. And the last one for her is [PII].
[CUSTOMER][NEUTRAL] For 180.
[AGENT][NEUTRAL] OK, uh, so this one paid $46 and this was for code [PII] and [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, check number 203-0743.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this one
[CUSTOMER][NEUTRAL] Probly [PII].
[AGENT][NEUTRAL] Um, [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Now, primary A or B, where can those be sent?
[AGENT][NEUTRAL] Um, if you like, I can give you a fax number.
[CUSTOMER][POSITIVE] That'd be awesome.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And attention to anything?
[AGENT][NEUTRAL] Uh, this claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm thinking that might be all I needed.
[AGENT][NEUTRAL] All right, Ms [PII].
[CUSTOMER][NEUTRAL] Actually, I have one more.
[AGENT][NEUTRAL] For a patient or one more claim?
[CUSTOMER][NEUTRAL] Pay for a patient.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02006176
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service amount of the charge.
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the amount of charge is 104.
[AGENT][NEUTRAL] Uh, we have not received that claim.
[CUSTOMER][NEUTRAL] Let me just double check to make sure he's all.
[AGENT][NEUTRAL] Oh wait, let me make sure I'm looking at the right date uh right person. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, we have not received that claim.
[CUSTOMER][POSITIVE] I'm just double checking really quick here before I let you go because you've been very helpful.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's all of the patients with that plan.
[CUSTOMER][POSITIVE] I have on my list. OK, cool.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I need. Do you have a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you can use my name at [PII].
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] You've been awesome I appreciate it very much and you have a good day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Uh, you too, Ms. [PII], and hope your puppy [PII] have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] She, hey, she's taking a nap now. It's been, it's been long for her. So she's snoozing.
[AGENT][POSITIVE] Alright, have a great day, Ms. [PII]. Bye.
[CUSTOMER][POSITIVE] All right thank you you too bye bye.
[AGENT][NEUTRAL] Bye.