AccountId: 011433970860
ContactId: c3c870d2-864c-4e3e-9066-c429f1bf3753
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1262800 ms
Total Talk Time (AGENT): 689206 ms
Total Talk Time (CUSTOMER): 584365 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c3c870d2-864c-4e3e-9066-c429f1bf3753_20250311T14:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] I've got um hey I've got a broker on the phone. Her name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And she is [PII] and I have verified her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She calls often actually um her she's calling about policy number 220.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3757 for [PII].
[AGENT][NEUTRAL] OK, give me just a second to get over there.
[CUSTOMER][NEUTRAL] OK, there are no claims that have been filed for him and the provider keeps telling her that they're going to send it, but they don't. It's an service for him and the data service on [PII], so that tells you she's been trying for a while to get this claim taken care of for him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they will not give the patient the itemized statement.
[AGENT][NEGATIVE] What the heck?
[CUSTOMER][NEUTRAL] Right? They said they can't give that to him, but if APL calls and asks for it, they can give it to APL so I'm.
[AGENT][NEUTRAL] They're just gonna give it to us without an authorization or anything on file.
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEGATIVE] That, I doubt it.
[CUSTOMER][NEUTRAL] I guess I don't know, but she's called. I've helped her a couple of times she's called several times to see if the provider has submitted the claim and they haven't and I was just wondering if maybe there's another direction, maybe you might know something that she can do to help get that claim in here.
[AGENT][NEUTRAL] OK, will you give me that policy number again because for whatever reason it I think I missed a digit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 220-375-7.
[AGENT][NEUTRAL] 57. OK, I did.
[AGENT][NEGATIVE] I was like, I, I know I'm missing something because this is not pulling up nobody.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Compass, OK.
[AGENT][NEUTRAL] And he has been active since [PII], so it's not like it could be on a previous policy or anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, I checked that already too, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I'm gonna let you speak to her maybe you guys can work something out um.
[CUSTOMER][POSITIVE] If they're saying that APL can ask for it maybe we can do that and be able to get this taken care of for him.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Through the ambulance service.
[AGENT][NEGATIVE] So they're not submitting.
[AGENT][NEGATIVE] They haven't even submitted the claim to us, period.
[CUSTOMER][NEGATIVE] Correct. Nothing.
[AGENT][NEGATIVE] Like we're insurance. Why, why can the insured not even request their claim be submitted to their insurance?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Correct and they won't give him the they won't give him the paperwork to be able to submit it, they said they can't give that to him they just keep sending him a bill.
[AGENT][NEGATIVE] Lord, I, I'd be mad as heck. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, but Miss [PII] is honest, she's really sweet. I think you'll like her. She's a nice lady. OK. All right, thanks, [PII]. Bye-bye.
[AGENT][POSITIVE] OK, cool.
[AGENT][POSITIVE] Thanks, [PII].
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Hey, this is [PII] with the clients department. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Well, I'm well, but it seems that Mr. Compass here is having quite the issue with his doctor's office.
[CUSTOMER][NEGATIVE] Yes we are it's an ambulance service and they are not.
[AGENT][POSITIVE] Oh my heavens.
[CUSTOMER][NEGATIVE] They're not being cooperative at all I guess maybe because this is a 2 year old bill and so they're just that I don't know I don't know if they just.
[AGENT][NEUTRAL] Did he provide them with this insurance information?
[CUSTOMER][NEUTRAL] But I'm trying to get get the money.
[CUSTOMER][NEUTRAL] I don't know because you know when it's an ambulance ride you know you're not typically handing them your insurance info at that moment so I don't know where they got his insurance info from. I mean they did file his insurance now whether they had his um APL at the time I don't know um but I uh I gave it to him. I actually initially called him, you know, just asking for.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, like an itemized, uh, statement and said we're gonna file a claim to his secondary, um, can I get an itemized statement? and they said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, she first said we'll try filing it, but I, we are pretty sure it's gonna deny for timely filing.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Which I had called APL and ask and I was told there is no timely filing issue so I let him know that.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And um but then I checked back that was.
[CUSTOMER][NEUTRAL] This was the most recent thing was in February, um.
[CUSTOMER][NEUTRAL] [PII] she said we'll try to file it. [PII] I checked with y'all no claim.
[CUSTOMER][NEUTRAL] I called back
[CUSTOMER][NEUTRAL] And I said, he said that they filed the claim on [PII], which was the day after I talked to him.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I told him the APL didn't have it and.
[CUSTOMER][NEUTRAL] Asked him again, could I just get an itemized statement with the diagnosis codes and whatnot and I'd file it myself and he said we can't provide diagnosis codes to the patient we can give them the APL.
[AGENT][NEUTRAL] No, it's his legal route to have his medical information.
[CUSTOMER][NEUTRAL] Yeah, yeah, so I waited a little bit of time to see if maybe they actually did file it themselves, but apparently they did not.
[AGENT][POSITIVE] So they sound lovely.
[AGENT][NEUTRAL] Oh my word. Do you happen to know how they filed, like if they mailed or if they faxed or how they filed?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Don't know. OK.
[CUSTOMER][NEUTRAL] I mean, I gave them all the info from the card but I don't know how they supposedly did it.
[AGENT][NEUTRAL] Rock.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Do you have their number so that I can contact them directly?
[CUSTOMER][NEUTRAL] Mhm it's um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 678
[CUSTOMER][NEUTRAL] 954.
[CUSTOMER][NEUTRAL] 1090.
[AGENT][NEUTRAL] OK, now do you know if he was admitted as an inpatient or was this just an outpatient like to the ER and then was released because we don't have any doctor's bills either.
[CUSTOMER][NEUTRAL] I'm pretty sure it's just right, I'm pretty sure it was um to the ER.
[AGENT][NEUTRAL] Just to the ER OK.
[CUSTOMER][NEUTRAL] And sent home.
[CUSTOMER][NEUTRAL] You didn't
[AGENT][NEUTRAL] We don't have any claims for him at all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I got you I got you. I might need to check on that too and find out if we got any from.
[AGENT][NEUTRAL] Yeah, because with, with the way this works, there is coverage for ambulance. Let me double check. Let me, I'm speaking without actually looking at his policy. Let me double check everything. I'm pretty sure there is, but depending on.
[CUSTOMER][NEUTRAL] The hospital that need to be sent.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which one like which benefit it goes towards like inpatient or outpatient depends on the services received so if he was admitted we would put it towards his inpatient maximum but if he wasn't then it would go towards outpatient maximum and you know I know this is from years ago so it may not matter much, you know, but still we don't want that to be incorrect and then he he does have something else turned in for whatever reason from that same time frame.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then we can't pay it because maybe we didn't apply it to the correct benefits so we just try to make sure that that's correct um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know he was not admitted to the hospital, no, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah and he does have an ambulance so for both for inpatient and outpatient um I know this is probably a long shot, but do you happen to know about how long he was there before he was discharged home?
[CUSTOMER][NEUTRAL] Mm, I don't, I mean, I can find out. I can, I can talk to him and find out.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] OK, if, if he was discharged home, um, and you know.
[AGENT][NEUTRAL] Wasn't admitted. The likelihood is it would still go towards outpatient. The only reason I ask that is because inpatient does not have to be a 24 hour stay under this or have room and board charges under this policy. He just has to be there for 18 continuous hours.
[AGENT][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] I doubt it. I think it was just an ER trip and they found out, I mean.
[CUSTOMER][NEUTRAL] That whatever was going on wasn't.
[CUSTOMER][NEUTRAL] Major um life threatening, so they sent him home.
[AGENT][NEGATIVE] Like life threatening, yeah, OK.
[AGENT][NEUTRAL] OK, so what I'll do is I'll contact.
[CUSTOMER][NEUTRAL] He, they called the ambulance to him when he was at work because apparently he had something going on that they didn't know. I don't remember exactly now what the kind of symptoms he was having but they didn't know what was going on with him, so they called the ambulance to him.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Gotcha. Well, that was nice.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] At least they were like cautious.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] OK, so what I'm gonna do, I'm gonna reach out to this ambulance. What's the name of the ambulance service?
[CUSTOMER][NEUTRAL] Is uh Central Emergency Medical Services.
[AGENT][NEUTRAL] Central emergency service. OK, um, so I'm gonna reach out to them. I'm gonna let them know that I am from APL calling on his behalf. We do not have a claim on file and we need them to submit it, and I'm gonna make sure that they have fax number, electronic, that there's no timely filing all the things that that we need an autoized statement and the EOB from where his primary has paid to be able to consider benefits.
[AGENT][NEUTRAL] Now what's gonna happen is if they submit it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Any benefit payment will go to them, but as long as he's OK with that, I mean I know they're waiting on money anyways if they're billing him constantly so as long as he's OK with that, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then that's the route that we'll take it sounds like they're not going to give him anything anyways and so he's not gonna have much of a choice but to allow that to be sent to them um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that might be why they don't want to give it to him.
[AGENT][NEGATIVE] It might be. And, you know, and I get it, but that's kind of going against all of his rights, truthfully. So that seems a little sketchy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean I've got the EOB from the primary and I've got the bill from them. uh the only thing I don't have is diagnosis codes.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEGATIVE] Wow, so literally you have all we need except for that one thing and they won't give it to you.
[CUSTOMER][NEUTRAL] Um, right.
[AGENT][NEUTRAL] Does he have any access to his medical records from the ambulance? Like, is there anything? Because sometimes it'll say like why you were treated in that, like some type of aftercare something.
[CUSTOMER][NEUTRAL] From the ambulance service? no.
[AGENT][NEUTRAL] Yeah, I don't know that they would provide that, but I was just wondering if he had anything like that.
[CUSTOMER][NEUTRAL] No, he doesn't have anything now the bill and like a uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the EOB doesn't list the diagnosis either. They usually don't, but OK.
[CUSTOMER][NEGATIVE] Oh no, uh uh.
[CUSTOMER][NEUTRAL] No, the only thing on the bill just says um.
[CUSTOMER][NEUTRAL] It's got
[CUSTOMER][NEUTRAL] The service fee for the ambulance and then the mileage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, so two different A codes like a blah blah blah and then A something else and it has the two charges for both of them or does it just say ambulance service?
[CUSTOMER][NEUTRAL] It's what's on the bill.
[CUSTOMER][NEUTRAL] Well, actually
[CUSTOMER][NEUTRAL] It just says ambulance service.
[AGENT][NEUTRAL] OK, OK, so they didn't actually put the codes on there either, OK.
[CUSTOMER][NEUTRAL] No, they didn't put the procedure codes either actually, but I didn't know if ambulance services. I didn't really know how the billing worked on ambulance services, so, um, if they do if they had procedure codes like that or if they just build transport.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They do, they have procedure codes and it, it varies based on whether it's like uh just like a general emergency ground mileage is it life fly is, you know, like they have their different codes as well to bill to major medical carriers so yeah.
[CUSTOMER][NEUTRAL] Uh well this is ALS emergency I guess that's.
[CUSTOMER][NEUTRAL] Ambulance land service maybe.
[AGENT][NEUTRAL] Possibly, yeah.
[CUSTOMER][NEUTRAL] ALS ALS emergence and mileage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, um, yeah.
[AGENT][NEUTRAL] And the date of service was [PII]?
[CUSTOMER][NEUTRAL] And see, the thing is because this.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This has got turned over to collections, um, I think.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] He just
[CUSTOMER][NEUTRAL] I don't know well.
[CUSTOMER][NEUTRAL] He's a man if I can say that he's generalized.
[AGENT][NEUTRAL] No, yeah, look,
[CUSTOMER][NEUTRAL] Most women get it when you say that he's a man, um, so he just kept thinking oh well insurance is gonna take care of this or oh I've got um the gap insurance is gonna take care of this, you know, not, not knowing that he needed to follow up and do something about it and make sure it got and then uh and then I guess they stopped sending him a actual bill because they turned it over to collections so they stopped sending him a bill so out of sight out of mind.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And anyway, but then, and but then the collection service started sending him stuff and so that's when he reached out to me.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I started working on it like last August when I first started working on this.
[CUSTOMER][NEUTRAL] Um, and then I.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Picked it back up again when they started.
[CUSTOMER][NEGATIVE] I thought it was again myself I thought it was all taken care of after I had worked on it in August and then he started getting stuff from them again and I'm like OK they never did it they never filed it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] No they didn't, um, OK, this is not any type of insurance information but what I would recommend is once we do finally get this taken care of just because I've had unfortunately experience with this as well, um I would recommend him reaching out and disputing the collections on his credit report.
[AGENT][MIXED] Because they would not file his insurance. It doesn't hurt your credit that bad when it's a medical bill, to my knowledge, but some people really, really care about that stuff and it, you know, it, it'll bug the mess out of them that they have like a negative type of report on there. He can do that. He can call and dispute and be like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You know, this has been taken care of. My insurance company had to get involved because the provider refused to file my insurance and maybe they'll take care of that. Again, that's just off the record, not medical or insurance, but yeah, but he, he does have a right to dispute that as well. um I'll reach out to them and see if I can't get them um to send us something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'll pass that along to him.
[AGENT][POSITIVE] And what I'll do is I'll try to make myself a little note to here that I can see on my desk so that I can contact you and let you know if we receive it in the next, you know, before the end of the week and if not we'll we'll try to keep a revolving door of asking for it like if you're gonna send bills and bug the mess out of him when you're not willing to do the leg work then we're gonna start bugging the mess out of you so.
[CUSTOMER][POSITIVE] Oh that sounds good.
[AGENT][NEUTRAL] Yeah, I just that kind of stuff kind of bugs me because you know he's doing is asking for you to submit a claim because you're the one wanting to get paid and we're willing to do that and look at that and send you whatever may be payable but you're not putting in the work to get that done so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You know, he's our member we're gonna try and take care of him.
[CUSTOMER][NEUTRAL] Yeah, I know if, if it was a month ago that they supposedly filed it even if they'd have mailed it, it would have been there by now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, for sure, for sure, and that's if.
[CUSTOMER][NEGATIVE] I mean I know I know the mail service is bad right now, but a month.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right, like, you know, give or take a couple of weeks, sure, you know, that honestly is kind of expected these days but a full month like that's, that's extreme and that's if they took down the proper information, you know, you gave it to them, but did they take it down correctly? Did they mail it correctly? Did they mail it at all? Did they, you know, because facts is gonna come through pretty quickly and easily. We don't typically have issues with our facts, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] If I, if I was being honest, I'd say they didn't send it at all because of the comment the girl made about.
[AGENT][NEUTRAL] That's what I'm thinking.
[AGENT][POSITIVE] The timely file and stuff.
[CUSTOMER][NEGATIVE] We think it's gonna deny for timely filing. I, I just don't even know if they sent it at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well we, we all know what assumptions do so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, uh, you know, and without calling to even verify like, hey, you know, we have this claim we were provided the coverage, you know, we wanna verify timely and stuff like that like because to my knowledge based off of the notes they haven't even contacted us for any reason.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And, and I also it probably is because it's already been turned over to collections, so it's off their it's off their books.
[AGENT][NEUTRAL] Maybe so.
[AGENT][NEUTRAL] Right, because essentially it's been paid for, you know, because collections bought it from them.
[CUSTOMER][NEUTRAL] It's in collection and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Mhm, so they don't care anymore.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] They don't care about helping him.
[AGENT][NEGATIVE] That's awful. So I guess my question would be if it's already, if his account essentially.
[AGENT][NEUTRAL] Is that 0 on their end? Is it the collections department that needs to be involved to get this payment?
[CUSTOMER][NEUTRAL] I'm not sure well I don't know we actually, I actually um.
[CUSTOMER][NEUTRAL] Talk to somebody
[CUSTOMER][NEUTRAL] Actually, wait a minute, was it the people at the collections place?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't know. I had 2 notes up here. I wrote down the collection agency's phone number.
[CUSTOMER][NEUTRAL] But I think it was the girl at the ambulance service that told me that she was gonna file it um and it was at the ambulance service that I talked to.
[CUSTOMER][NEUTRAL] That he told me that they filed it on the [PII] we did I did tell him to call.
[CUSTOMER][NEGATIVE] The collections people and tell them we were trying to work on this and tell them we needed an itemized statement. Well, all they sent back was pretty much a bill that said you had an ambulance trip and it was X amount of dollars it it provided no more information than we already had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] It didn't give diagnosis codes or anything either.
[AGENT][NEGATIVE] Oh man, this poor guy. OK.
[AGENT][NEUTRAL] All right, well, let me reach out and figure out what they um.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] What they're going to do, um, let me get a good call back number for you, Ms. [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so let me reach out to the ambulance service. I'll see if they'll get that sent over if they refer me to.
[AGENT][NEUTRAL] Um, their collection agency that they submitted it to, if it's OK with you, I'm going to tell them that he's already contacted them about getting that information and they sent the same stuff that he already has on file that we need that information from them to get this taken care of, um, and then we'll kinda go from there.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I mean they said they would give diagnosis information to to APL so maybe they'll give you what you need I don't know.
[AGENT][NEGATIVE] Maybe they will and see and that's the thing like even if they say, OK, well this is what he was treated for, I can't take it verbally. They still have to physically send me something.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So that's, that's the battle I think we're facing right now is getting them to actually send us something even if all they do is send diagnosis codes in reference to his claim and then I'll reach out to you and say hey they didn't send us nothing else but they send us diagnosis codes, send them what you got and we'll we'll go from there you know um.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, at this point I almost would, would prefer that the money got sent to him.
[AGENT][NEUTRAL] All right, me too.
[CUSTOMER][NEUTRAL] Instead of to them.
[AGENT][NEUTRAL] Me too. Oh my word, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's why I was wondering like if maybe if I submitted the claim for him.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then you reached out to them and asked them to just send you the diagnosis codes.
[AGENT][NEUTRAL] OK, do you want me to ask that first and then kinda see how that goes like, OK, let me call them and I'll tell you what I'll call you back and let you know how that conversation went and what's what they say is going to happen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Does that sound good? that way we're kinda on the same page on what's going on.
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][POSITIVE] Yeah perfect
[AGENT][NEUTRAL] OK alright so let me do that and um you should hear from me fairly quickly but if they don't answer and I'm waiting on a call back for whatever reason um I'm gonna give it a little bit and so it could be after lunch depending on if or when they call me back um either way before end of business I'll call you back today and let you know kind of where where we stand with it if I'm waiting on a call if they just never called me back and I have to call back again or what the case may be, I will give you some type of update today.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, of course, no problem at all. I'll talk to you later, OK?
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] All right, bye bye.