AccountId: 011433970860
ContactId: c28e4109-1738-4ea3-813a-5b4ea8686cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1775959 ms
Total Talk Time (AGENT): 709985 ms
Total Talk Time (CUSTOMER): 585406 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c28e4109-1738-4ea3-813a-5b4ea8686cd6_20250604T19:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I, um, is, um, is it, um, have, um, the website, is it down? Um, I just got a notification that my, um, claim was completed and I was trying to view it online, but it's not recognizing my email address that I've signed in with for the past couple of years now.
[CUSTOMER][NEUTRAL] Um, so I'm trying to call in. Maybe I guess I have to get a status from you all, but I'm not able to log in even if I change the password once I get past the verification stage, it's saying it doesn't recognize my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you will have to create a new login since our system had updated on this weekend.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] But what is your name and your policy number, please?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII] and I can't get in to tell you what my policy number is. I can let me see if if they put it on the text that I just got, now I have the claim number, but.
[AGENT][NEUTRAL] They may have a claim number. What's that claim number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 3608968
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you, ma'am, give me one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] um email [PII].
[AGENT][NEUTRAL] OK, uh, yes ma'am, you have to.
[AGENT][NEUTRAL] Create a new login since that system is changed and I do show you claim looked like it was processed yesterday.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And the claim process is needing the explanation of benefits of your primary insurance carrier and the diagnosis code for the data service.
[CUSTOMER][NEUTRAL] I submitted a whole entire medical record and they told me that it was on there, so that wasn't on there?
[AGENT][NEUTRAL] Uh, let me see what we received. Give me one moment.
[CUSTOMER][NEUTRAL] And I told them specifically from my doctor's office that you all needed the diagnostic code, so she said it was on there.
[AGENT][NEUTRAL] Uh, this one does have diagnosis code, but we still need a primary EOB since this policy is secondary.
[CUSTOMER][NEUTRAL] OK, I can so once I create this new, so you have a new online service center is that.
[CUSTOMER][NEUTRAL] What I'm creating the account for?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll do that and submit the EOB for the um what was the data service was it 3.
[AGENT][NEUTRAL] Uh, it's showing 422.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4224.
[AGENT][NEUTRAL] Looks like you had knee surgery.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ma'am, if who's your, well, I say who's your major medical, but you can contact them requesting the explanation benefits for that date and just submit it to us either by mail, fax, or once you've set up on the online service center, we do have it to where you can upload that claim information.
[CUSTOMER][NEUTRAL] OK, they want the explanation, so it would be for the service because the surgery was on the [PII], so that's what the EOB would cover.
[CUSTOMER][NEUTRAL] The [PII], so that's what they're requesting?
[AGENT][NEUTRAL] It shows um.
[AGENT][NEUTRAL] A date range on that information. It shows [PII], and then it shows 4-18-25.
[AGENT][NEUTRAL] Uh, it looks like [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Houston Orthopedic Surgery Center.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, yes, ma'am. So, um, looks like your primary is Blue Cross.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, so, yes, ma'am. You can request from them that uh you'll be, so the [PII] is the date that you had the surgery or the [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, then you can request that from Blue Cross Blue Shield for the [PII] for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I can upload it myself to the portal once I reestablish the account.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] OK, so that's uh my, do you have a technical support because I'm trying to as we're talking and it's not, I don't know what's going on. It's not allowing me to, it's not accepting.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's not recognizing me.
[AGENT][NEUTRAL] Let's see, and verify your email, verify your zip code again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your social, make sure we have that correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and try your date of birth to make sure we have that correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And on the site you select um create your account and then select insured.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, and it should ask for your name, social, zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then once you've entered that select next and it should take to a different screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it was the next page is about a verification code and then you'll be able to set up your new password.
[AGENT][NEUTRAL] But that verification code will be emailed to the email address we have listed in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you enter that verification code then enter your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] New your chosen password and then confirm that password and you should be able to get on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I should see the same, the, the old screen that I used to see I did that update as well.
[AGENT][NEUTRAL] Oh, it's gonna look completely different, but um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] You should be able to navigate through it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Probably
[CUSTOMER][NEUTRAL] OK, once I can do that, I'll, I'll get the ELB and um.
[CUSTOMER][NEUTRAL] With, with that specific, but the only thing about that, I think I sent, I did send the EOB initially. You don't see that attached with it um from the initial documentation?
[AGENT][NEUTRAL] Um, let me look for any history. Give me one moment.
[CUSTOMER][NEUTRAL] That I sent in with this.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, give me one moment. I'm trying to pull up this other claim. The all the other claim I'm showing for this date, well, it was for 4:18 was like for anesthesia charges.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, but let me see, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, no, ma'am, you submitted, uh, you selected it or submitted an EOB, but it wasn't for.
[AGENT][NEUTRAL] The charge for the facility for that 422 data service. This one is for anesthesia charges. The one that was submitted.
[CUSTOMER][NEUTRAL] It's only one.
[AGENT][NEUTRAL] Um, was for the facility.
[CUSTOMER][NEUTRAL] So the ELB that you're looking at, it doesn't say $400 anesthesia because the procedure, I don't know where they're getting $422 from. The procedure was 418. That was the day of the surgery. Now maybe that's a billing, what they billed for, but not, that wasn't the day of service.
[AGENT][NEUTRAL] OK, but still, we would need the ELB because this one is just showing for anesthesia. The one we're needing it looks like it's for facility charges from Houston Orthopedic Surgery Center.
[CUSTOMER][NEUTRAL] So that's what's confusing me.
[CUSTOMER][NEUTRAL] Why would we need that one?
[AGENT][NEUTRAL] Because that's the one that was recently submitted for the $7700.
[CUSTOMER][NEUTRAL] Because that's the bill that I.
[CUSTOMER][NEGATIVE] From who? That shouldn't, no, don't even entertain that. That's not.
[CUSTOMER][NEUTRAL] Yeah, who submitted that?
[AGENT][NEUTRAL] Uh, I'm showing its insert submission.
[AGENT][NEUTRAL] Looks like it was submitted through our online service center.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Yeah, that, I didn't submit that because that's not my, I, I only had to pay $350 and I paid that. So that was never should have been sent to you guys. The only portion that was left was the anesthesia portion which was $400.
[CUSTOMER][NEUTRAL] That was it.
[AGENT][NEUTRAL] Well, the claim information we received, it was through the online service center which shows providers submitted or not provider, policyholder submitted. It was for the $7700 for the facility.
[AGENT][NEUTRAL] For Houston orthopedic surgery, that's what we received.
[CUSTOMER][NEUTRAL] Well, I'm not sure how that was maybe that was, see that's what I don't under I, I, I guess I don't know quite how to break that down because uh so you all can look specifically at the part that I need you all to look at because I don't even have enough cover.
[CUSTOMER][NEUTRAL] I wouldn't have submitted $7000. I think it's $1500 because it's exactly that, supplemental. So my primary insurance took care of that. The only remaining balance was $400. So I submitted the bill and the EOB portion for the anesthesia to show on the EOB. That's what I submitted. Now when someone else submitted something else, I'm not aware of that.
[CUSTOMER][NEGATIVE] Uh, this policy wouldn't even cover $7000.
[AGENT][NEUTRAL] Yes, ma'am. That's the reason why I requested the EOB because that was the total charge from the facility. We need the primary EOB because it's gonna show what was applied towards deductible, co-pay or co-insurance for the facility.
[CUSTOMER][NEUTRAL] But the anesthesia portion was separate. It was a separate bill. It's not included in that $7000.
[AGENT][NEUTRAL] I understand that. Yes, ma'am. And the anesthesia claim, that one process as.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] As needing diagnosis codes.
[CUSTOMER][NEGATIVE] OK, um, OK, I'll, I'll just send the entire EOB because I'm, I'm not understanding. It's not two separate, it's not, so I know that would, would be instantly denied. I don't even have enough coverage for $7000 so I don't see why that's a factor unless you wanna see everything to see uh from the entire surgery. Is that what it is?
[AGENT][NEUTRAL] No, ma'am. What it is is that's the information we received and it didn't have additional information we needed, so it was processes need additional information such as the primary EOB.
[AGENT][NEUTRAL] And this was sent to us via the online service center. Go ahead.
[CUSTOMER][NEUTRAL] So once I do that, the only
[CUSTOMER][NEUTRAL] So once I submit that, what is that the portion for the bill that I submitted is that the only part that would be focused on?
[CUSTOMER][NEUTRAL] once I send this entire EOB?
[AGENT][NEUTRAL] Well, once you submit the EOB, they will go back and look under that data service if additional information was needed, but the billing that was submitted on the look like [PII] that was recently processed, that was the initial claim number you gave that was for facility charges.
[AGENT][NEUTRAL] And it shows 422 data service, not 418.
[CUSTOMER][NEGATIVE] I need to really get in my account so I can see what you're saying because I, I just, I didn't submit that so maybe someone else from the hospital thought that they could submit it to you all to get payment but I didn't, I, I don't know where that came from and I'm still having trouble trying to get in. um, it's trying to send me uh some text message for another verification and I'm not able to get in here.
[CUSTOMER][NEUTRAL] Because I'm, I'm
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Reassuring you're active, but like I said, when you log back onto the account it's always gonna send you a verification code that's gonna be emailed to you that you need to enter.
[AGENT][NEUTRAL] And then get onto the account.
[CUSTOMER][NEUTRAL] OK, I'm in now. Where is it? because yeah, this is totally new. Can I see the, the, the documentation that has been uploaded.
[AGENT][NEUTRAL] That I'm not sure, but um.
[AGENT][NEUTRAL] No, you can see the EOB, but well, probably not for this since this was just processed yesterday.
[AGENT][NEUTRAL] Give me one moment, I can find that out for you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] OK, I need to ask a question. I didn't wanna ask and check because I wanna seem stupid. Well, I never seem like I'm stupid. If I felt stupid, I'll say, oh, that was stupid. Anyway, this insurance is frustrating me. I'm starting to get a headache anyway, she set up on the online service in her account, uh, even with the new one, were they, well, even with the old one, were they able to view any documents they uploaded because she's claiming that she didn't upload a claim, but it shows clearly insured submission.
[AGENT][NEUTRAL] But anyway, I digress. So she said, I don't know. May was the provider try to submit or I don't know who submitted that, but that's not what I submitted. I was like, well she.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so they can actually see what they submitted?
[AGENT][POSITIVE] Oh, thank you, [PII]. All right, sweetie, thank you. I just see someone.
[AGENT][POSITIVE] You rock
[AGENT][POSITIVE] OK, good deal. Thank you, ma'am. I hope you had a good day and night.
[AGENT][POSITIVE] Good deal.
[AGENT][POSITIVE] Hey, chips and salsa can do it to you, especially if it was chips and queso, you're done for.
[AGENT][NEUTRAL] Alright.
[AGENT][MIXED] They've been good, but not good for your diet. Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Of course. Well, thank you, ma'am. Let me get her off the phone. I appreciate you so much.
[AGENT][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Uh, ma'am, thank you so much for holding. I just spoke with the um representative and they say you should be able to see what was downloaded. You may need to click on the claim number.
[CUSTOMER][NEUTRAL] It's not showing me anything on my dashboard. The only thing that I'm seeing is what would you like to review would you like to review the coverage for your policy? And the other option is, do you need access to your, I don't see anything else do you need access to your ID card?
[AGENT][NEUTRAL] OK, and what was the other option?
[CUSTOMER][NEUTRAL] Would you like to review the coverage details of your policy and it has a um button here to start a new claim.
[AGENT][NEUTRAL] Coverage detail, give me one moment.
[AGENT][NEUTRAL] Uh, should run my details under claims and it should show.
[AGENT][NEUTRAL] Claim numbers
[CUSTOMER][NEUTRAL] Under my details, I see my policy.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Resource center and help.
[AGENT][NEUTRAL] Let's see it would be under.
[AGENT][NEUTRAL] No, I just saw it, OK.
[AGENT][NEUTRAL] Uh, under my policy, and then to show my details and then claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should show claim number?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the claim number I'm sure that you gave from the tax is 360-08968.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I see that. I, I see that claim, but I don't see anything I can click on to see the documentation that goes with that claim number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I am not sure, but um,
[AGENT][NEUTRAL] Well I was told that you have up to 90 days, so it should be showing or it could be because it was just processed yesterday, you're not able to view it. So if you want to wait till tomorrow or next day just to check and see.
[CUSTOMER][NEUTRAL] So with the ELB where on here would I upload it?
[AGENT][NEUTRAL] You will need to file a new claim.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] So with this claim, the way that the um insurance broke it down, it's like separated into 4 different areas.
[CUSTOMER][NEUTRAL] I don't know how to tell the difference, because the last time that I did this,
[CUSTOMER][NEUTRAL] The company submitted
[CUSTOMER][NEGATIVE] The entire EOB. I ended up going through a really a rough time trying to get my money back because only a portion of that should have been paid, but I was told by the representative that you all go by what's on the EOB, which is not correct. That's what I'm afraid is gonna happen here. It's gonna be denied because I know the amount of coverage I have. I only need this amount, but you all look at the entire um EOB and that's not the case. I went through a lot of hoops to get my money back because they were paid twice.
[CUSTOMER][NEGATIVE] The 608, I think 77, I had to jump through hoops to get my $308 back cause I had already paid half of that.
[CUSTOMER][NEGATIVE] But you all go strictly by the EOB. So that's why I'm not understanding. If I submit this, how are you gonna differentiate between what needs to be paid? Because it's not the entire EOB that I'm, I'm filing a claim for. It's only the anesthesia portion. That's the only portion that was left that I haven't paid the $400.
[CUSTOMER][NEUTRAL] So it's gonna be the anesthesia part in addition to everything else. So you understand what I'm saying? I'm not, I'm trying to see what, how.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To prevent what happened last time happened again or you have a possible, you know, a possibility of it being denied.
[AGENT][NEUTRAL] OK, let me see if I can get an examiner for you and they can tell you specifically what they would need to see so don't process any other claims because anytime any information whether ELB or billing is sent to us, they process everything that was submitted, but give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh that's that's.
[AGENT][NEGATIVE] [PII], [PII] and [PII] and all the saints. That's why no one likes talking to y'all.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][POSITIVE] Hey, [PII]. uh, I have an insured that needs some, uh some assistance. She's already set up on the online service center, so I did that one. Yay. Got her set up on there.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] She's calling about a claim. She had received a text saying that her claim has been processed, and I explained to her on that claim, it's showing for data service of 422.
[AGENT][NEGATIVE] And the claim was processed as needing additional information. On the billing, it does have the diagnosis code, but she is saying that's not the correct date of service. It was supposed to be for 418. On the billing, it does show a data service of 418 along with the a different date.
[AGENT][NEUTRAL] But she's just wanting her anesthesia paid. She doesn't want anything else. She just want anesthesia.
[AGENT][NEGATIVE] And she's scared that she's sending uh her complete EOB for that time span that we're gonna be paying for something that we shouldn't be.
[AGENT][NEUTRAL] And so she wants to know specifically what we would need.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] To see, but, and I also wanted, if you can look at this with me, I can give you that policy number. I'm sorry, I'm just yampering.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's uh policy number 2054422.
[CUSTOMER][NEUTRAL] 2, you cut out a little bit 2054.
[AGENT][NEUTRAL] 422.
[CUSTOMER][NEUTRAL] 205422 and I missing the number?
[AGENT][NEUTRAL] 2054422. 2422s.
[CUSTOMER][NEUTRAL] 442-2 got it got it [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that most, yeah, and that most recent claim, that is the one where uh it's asking for additional information like the EOB or the diagnosis code. But the diagnosis code is on the claim, and I did highlight it. But um if you look at that.
[AGENT][NEUTRAL] Oh Lord, [PII].
[AGENT][NEUTRAL] That first line, it shows 422 and then it shows 418.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She is saying that she didn't have surgery on [PII], she had it on [PII]. She has billing for her anesthesia. It's under claim number 3606196, where we're needing diagnosis code.
[CUSTOMER][NEUTRAL] OK, I'm looking at that first claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just bear with me for a moment.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. That's 8968. I'm looking at that one first.
[CUSTOMER][NEUTRAL] OK, I do see the diagnosis code. It does say 422.
[CUSTOMER][NEUTRAL] And it looks like an arthroscopic surgery.
[CUSTOMER][NEGATIVE] And you're saying she said she doesn't want us to acknowledge that? well then why did you send it in.
[AGENT][NEUTRAL] She, she said the date is for 4:18, which I do show on that first line.
[AGENT][NEUTRAL] Well, 3rd, I guess, maybe, but.
[CUSTOMER][NEUTRAL] Yeah, the claim date is 4/22. It should have been 4-18. That's she's right. I believe that's the way I read it because I see 418 charge, see it, I see it right there next to the CPT and modifier, so it looks like it should have been 418.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And then the one that she's more concerned about is for the other date or the other claim number, which is for anesthesia, which is 418, but uh we're needing diagnosis codes, which we have for that one.
[CUSTOMER][NEUTRAL] OK, should have been.
[AGENT][POSITIVE] Oh, so happy when people get their stuff straightened out.
[CUSTOMER][NEUTRAL] OK, and that one's to [PII] so.
[AGENT][NEUTRAL] Do do do do do do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do do do do do.
[CUSTOMER][NEUTRAL] I'm gonna pull up that
[AGENT][NEUTRAL] Do do do do
[CUSTOMER][NEUTRAL] Paperwork.
[AGENT][NEUTRAL] I need a nap.
[AGENT][NEUTRAL] I would say I need a drink, but I don't need that. I need a nap.
[AGENT][NEUTRAL] No coffee, just a nap.
[CUSTOMER][NEUTRAL] OK, I'm pulling up that mail right now.
[AGENT][POSITIVE] OK, you rock.
[CUSTOMER][NEUTRAL] OK. 48, anesthesia.
[CUSTOMER][NEGATIVE] That's her looks like her EOB it's really hard to read it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, 4:18 anesthesia service, that's the bill.
[CUSTOMER][NEUTRAL] OK, so we have the diagnosis code under that other male number for this procedure and whoever entered that one entered the data service at 422 and it should have been 418, right?
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][POSITIVE] I got it right.
[CUSTOMER][NEUTRAL] And that's both for [PII]. OK, so what I'm gonna do is, um, you can, I guess transfer her over and her name is [PII]. She's everything's been verified.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I verify all her information and I've also helped her with setting up on the online service center.
[AGENT][NEUTRAL] Which she is on there.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is her call back that number listed there, the [PII] number or no?
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] See, that is her number.
[CUSTOMER][NEUTRAL] 2298. OK, alright, so you can go ahead and transfer her over and I'm sorry you did say everything was verified, right? You said that.
[AGENT][NEUTRAL] I did, yes, ma'am.
[CUSTOMER][NEUTRAL] Sorry, it's it's been a long Monday again and it's Wednesday, so yeah.
[AGENT][POSITIVE] Girl, it's been a long week, especially with this OSC. I'm so happy when people get their stuff together.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Try not to lose it.
[AGENT][NEGATIVE] You know it's bad when you're, you'd rather get a provider script reader call for benefits and have to do with OSC people calling. I'm just saying.
[CUSTOMER][NEUTRAL] I hear you, hon.
[CUSTOMER][NEUTRAL] I, I, I, I get it. I feel the same way.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] So you may transfer her by there and I will take it from here.
[AGENT][POSITIVE] You rock, as always. Thank you, Ms. [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Have a, have a great one.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye.