AccountId: 011433970860
ContactId: c4b432bb-bb5e-4668-82db-0a89532b5708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2427689 ms
Total Talk Time (AGENT): 558171 ms
Total Talk Time (CUSTOMER): 638705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/c4b432bb-bb5e-4668-82db-0a89532b5708_20250123T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, yes, hi, this is [PII]. Yes, hi, this is [PII], and I need the claim information.
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] I'm very sorry, but there is a humming on our line. It's making it difficult for me to hear you.
[CUSTOMER][NEUTRAL] Uh, uh, I'm saying my name is [PII] and I need the claim information.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][POSITIVE] Yes, it's [PII]. Correct.
[AGENT][NEUTRAL] And you have a claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, I can help you, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] OK. Callback number [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have for status that you need to check status on?
[CUSTOMER][NEUTRAL] Uh, I have, uh, like 5 games.
[AGENT][NEUTRAL] OK, are they for 5 different patients or is it 1 patient with 5 dates of service?
[CUSTOMER][NEUTRAL] Uh, 5 different patients.
[AGENT][NEUTRAL] OK, and [PII], you will use my name?
[AGENT][NEUTRAL] That I gave you along with today's date as the call reference number for each claim that I check.
[AGENT][NEUTRAL] Also, any information that I provide for you on any claim will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then lastly, [PII], if you need a copy of any of the explanation of benefits, if we do have the claims on file, you can go to our portal to print those and our portals that you would go to is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So what is your first patient's policy number?
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] OK. Just uh 02263183.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh what is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK. Patient name is uh [PII] and then [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] OK. Date of service is uh [PII].
[CUSTOMER][NEUTRAL] And the amount is uh $4,087 even.
[AGENT][NEUTRAL] Did you say the year was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], 40871.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, there is no claim on file for this member for that data service.
[CUSTOMER][NEUTRAL] OK. So, you want to say no claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] We have effective date for this number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] It's one of 222. Correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To which date?
[AGENT][NEUTRAL] Term
[AGENT][NEUTRAL] The term date is [PII].
[CUSTOMER][POSITIVE] Thank you so much. [PII].
[AGENT][NEUTRAL] And on this claim, if you are going to be submitting a claim, you will need to also include the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] OK. So it means you need the primary UB, right? And the billing address, uh, you verify the mailing address because I already have uh [PII] City. OK. [PII], right?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, and there's no payment on file. Thank you.
[AGENT][NEUTRAL] That is correct, yes. And do you need any other information on this one before we move to the next one?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Uh, no, no, no. May I have your name, uh, again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then you show.
[AGENT][NEUTRAL] S and yours?
[AGENT][NEUTRAL] You didn't give me your initial to your last name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What's the first initial to your last name?
[CUSTOMER][NEUTRAL] [PII], S like [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that is all the information you need on this one, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, yes.
[AGENT][NEUTRAL] OK, and your next patient's policy number?
[CUSTOMER][NEUTRAL] Next policy number I have uh.
[CUSTOMER][NEUTRAL] 022962648.
[AGENT][NEUTRAL] OK, that's gonna be too many numbers.
[AGENT][NEUTRAL] You gave me 022962648.
[CUSTOMER][NEUTRAL] No, no, no. 02292648.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, question name. I have a
[CUSTOMER][NEUTRAL] [PII] uh Ms. Date of birth is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is the service in total bill amount?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] D of service I have uh
[CUSTOMER][NEUTRAL] [PII] amount 17,327.10.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I need
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. To the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh, [PII] amount is 17,327.10.
[AGENT][NEUTRAL] Yes, sir, there is no claim on file for that data service and total bill amount.
[CUSTOMER][POSITIVE] OK, no, sure, no claim on fine for this one as well. So effective date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the policy effective date is [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Term date [PII].
[CUSTOMER][POSITIVE] Thank you so much. So there's no time frame we can submit this claim, so let me open the next 11 moment.
[CUSTOMER][NEUTRAL] OK, so the next idea I have uh.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][POSITIVE] OK. And the next one. I'm ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 02456419.
[CUSTOMER][NEUTRAL] And the name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And the date of service and total bill amount.
[CUSTOMER][NEUTRAL] OK, get of service I have that.
[CUSTOMER][NEUTRAL] [PII] amount is 6000.
[CUSTOMER][NEUTRAL] $801.80.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, and there's also a claim on file for this one?
[CUSTOMER][NEUTRAL] OK, so this 125.
[CUSTOMER][NEUTRAL] Effective date.
[AGENT][NEUTRAL] The effective date on this plan is [PII].
[AGENT][NEUTRAL] And it is still active. There is no term date?
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, just a moment for me to finish my notes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And the next member's policy number?
[CUSTOMER][NEUTRAL] OK, so the next policy number I have uh
[CUSTOMER][NEUTRAL] 231, uh, just a 2331811.
[AGENT][NEUTRAL] 2331811
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the date of, I'm sorry, the patient's name first and date of birth?
[CUSTOMER][NEUTRAL] OK. Uh [PII]
[CUSTOMER][NEUTRAL] Uh, date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Data service and total bill amount.
[CUSTOMER][NEUTRAL] Data surveys, uh,
[CUSTOMER][NEUTRAL] Just a second date of services, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] 9223.
[CUSTOMER][NEUTRAL] Amount of 1204 even.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. One moment. And you said [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, [PII] and 23.
[CUSTOMER][NEUTRAL] 9843.
[AGENT][NEUTRAL] [PII]. Is that, is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And there is no claim on file for that data service and that total bill amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, effective date, please?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's term date is [PII].
[CUSTOMER][NEUTRAL] OK, so on the data service member was active.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 53 [PII] 5. OK. So let me up on the next one.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. And the next, and this is the last one, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Mm, I have to check, so please give me the information for this one.
[AGENT][NEUTRAL] OK. So what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] OK, OK, sure. So, policy number 022039007.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. Patient name is [PII]. Uh.
[CUSTOMER][NEUTRAL] Uh, one moment, so I did.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the service and total bill amount, please.
[CUSTOMER][NEUTRAL] The date of service.
[CUSTOMER][NEUTRAL] [PII] amount is 3119 even.
[AGENT][NEUTRAL] I'm sorry, what was the amount again?
[CUSTOMER][NEUTRAL] 3119 $3,119 even.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK, and um there is no claim on file for him for that data service and total bill amount.
[AGENT][NEUTRAL] The policy effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the term date is [PII].
[CUSTOMER][NEUTRAL] OK, 71 of 222 71 of 24.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] One moment, let me check if I have another claim or not. So just a second.
[CUSTOMER][POSITIVE] Uh, so one moment, let me check with my machine. Just a second, please. Thank you so much.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] One moment, it's loading.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh, OK, yes, I found a few more. So we already, uh, submitted this, uh, these claims, so I have to like, uh, verify so this claim are like on file or not. I found a few more. So it's a total of uh like account 1234.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it's all like 6 more games, not more than I have to check so it's on file or not.
[CUSTOMER][NEUTRAL] So let me do the next one.
[CUSTOMER][NEUTRAL] Um, so the first I have a.
[CUSTOMER][NEUTRAL] 43
[CUSTOMER][NEUTRAL] 89001.
[AGENT][NEUTRAL] OK, now that is not a claim or a policy number for American Public Life.
[CUSTOMER][NEUTRAL] OK, OK. So it says 60801. I have this 1. 60801.
[AGENT][NEUTRAL] That is a, that is our payer ID. That is not a policy number.
[CUSTOMER][NEUTRAL] So you can check my name if possible.
[AGENT][NEUTRAL] I can try.
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][NEUTRAL] What's the last
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] OK. [PII] and the first name is [PII]
[AGENT][NEUTRAL] And you just said the first name, I'm sorry, the last name is spelled [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII] and then last name [PII]
[CUSTOMER][NEUTRAL] And uh date of birth.
[AGENT][NEUTRAL] OK, I can't search by date of birth, so let me see if I can even locate someone by that name first.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and on all of these claims, all of the information that I've already given you would be the same. My name and today's date will be your reference number. I gave you our website if there is a claim on file that you can get the EOB and any information provided would be the a verification of benefits and not a guarantee of payment. [PII]. What is her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, date of birth I have uh [PII].
[AGENT][NEUTRAL] OK, and data service and total bill amount?
[CUSTOMER][NEUTRAL] Date of service [PII].
[CUSTOMER][NEUTRAL] About 3275, even.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there is no claim on file for her for data service 37-2024 for 3275, 3,275.
[CUSTOMER][POSITIVE] Thank you so much. So, so yes, I have to wait for this.
[AGENT][NEUTRAL] Not on file.
[AGENT][NEUTRAL] And the correct policy number?
[CUSTOMER][NEUTRAL] Uh, yes, yes. Can I get the policy number?
[AGENT][NEUTRAL] Yes, it is 02435026.
[AGENT][NEUTRAL] And again, effective date on this plan is [PII] and it is still active.
[CUSTOMER][POSITIVE] Thank you so much. One moment, let me mention to got it.
[CUSTOMER][NEUTRAL] So, OK, so done for this one, let me open the next one quickly, but once you're ready, please let me know.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and the next policy number?
[CUSTOMER][NEUTRAL] 02131555.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK your name is uh [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Date of service and total build amount.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Date of service I have uh.
[CUSTOMER][NEUTRAL] [PII] amount of 5340.
[AGENT][NEUTRAL] I'm sorry, your voice went out. I didn't hear any of that, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Amount 5340 even.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And no, sir, there is no claim on file for this number for that data service and total bill amount.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK effective date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Term date [PII], uh, give me just one moment on the term date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much and uh OK.
[CUSTOMER][NEUTRAL] So I don't give me the next one.
[CUSTOMER][NEUTRAL] So and there is no DFL we can submit this claim, right?
[AGENT][NEUTRAL] What is the next date, um, policy number?
[CUSTOMER][NEUTRAL] OK, sure. 02450.
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] 0245011.
[CUSTOMER][NEUTRAL] Yes, 02450. Yes, 02450110.
[AGENT][NEUTRAL] Is that correct?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth.
[AGENT][NEUTRAL] A name.
[CUSTOMER][NEUTRAL] OK. Name is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. Data service and total bill amount.
[CUSTOMER][NEUTRAL] Date of service.
[CUSTOMER][NEUTRAL] [PII] amount is uh.
[CUSTOMER][NEUTRAL] 15,272.05.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And you did say it is for [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yes, there is no claim on file.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Effective date.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The effective date on this plan is [PII].
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] And this policy termed 112025.
[CUSTOMER][POSITIVE] Thank you so much so.
[CUSTOMER][NEUTRAL] Let's go for the next one for 3 more.
[CUSTOMER][NEUTRAL] OK have a.
[CUSTOMER][NEUTRAL] Are you ready for the next one?
[AGENT][POSITIVE] Uh, I'm ready for the next one.
[CUSTOMER][NEUTRAL] OK. 020468.
[CUSTOMER][NEUTRAL] 73.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] 02046873
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] and the last name [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Date of service and total bill amount.
[CUSTOMER][NEUTRAL] Date of service.
[CUSTOMER][NEUTRAL] OK, date of service.
[CUSTOMER][NEUTRAL] [PII] amount is uh 1371 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, and you did say 219 of 2024. Is that correct?
[CUSTOMER][NEUTRAL] Yes, 219 to 24 1371 even.
[AGENT][NEUTRAL] OK, so, uh, this there's no claim on file for her for that data service?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Term date [PII].
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, 7102 21 to 7. I'm sorry 71 of 21 to 71 of 24. OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So you not do that, so let me put the next one quickly.
[CUSTOMER][NEUTRAL] OK. So the next I have uh
[CUSTOMER][NEUTRAL] 02357788.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. Patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Data service and total bill amount.
[CUSTOMER][NEUTRAL] Date of services uh.
[CUSTOMER][NEUTRAL] [PII] 9393.90.
[AGENT][NEUTRAL] I'm sorry, you'll have to give me the amount again your voice faded out.
[CUSTOMER][NEUTRAL] OK. [PII] is the date and the amount is $9,393.90.
[AGENT][NEUTRAL] 90 is the cents or 96?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, 90. It's a sense. 93.
[AGENT][NEUTRAL] So 939,393 dollars.90 cents. Is that correct?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] Yes, yes. It is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is no claim on file for her for that data service for that bill amount.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Effective date.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII]-2023.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] And the and this policy is still active.
[AGENT][NEUTRAL] As of now.
[CUSTOMER][POSITIVE] Thank you so much. Thank you so much. $7 432 uh current. So the last account I have, uh, one moment please.
[CUSTOMER][NEUTRAL] OK, so the last account I have is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. Patient name is [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then is the last name and the date of birth is uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount?
[CUSTOMER][NEUTRAL] OK, date of service is uh
[CUSTOMER][NEUTRAL] [PII] amount 178.
[AGENT][NEUTRAL] I'm sorry, what was the date? I, I'm sorry, I didn't hear the first part of the date.
[CUSTOMER][NEUTRAL] [PII] amount is $1,787 even.
[AGENT][NEUTRAL] 1787, is that correct?
[CUSTOMER][NEUTRAL] Yes, 1787.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so yes, so there's no claim on file, [PII] for this number for this data service.
[CUSTOMER][POSITIVE] OK, no, thank you so much and if I can.
[AGENT][NEUTRAL] And this policy has an effective date. Yes, the effective date is going to be [PII].
[AGENT][NEUTRAL] And the term date is [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK. And uh may I have your name? You said your name is uh [PII], right?
[AGENT][POSITIVE] That is correct. Yes.
[CUSTOMER][POSITIVE] And to give us the reference number. So thank you so much.
[AGENT][NEUTRAL] Mhm. And on all of these, yes, and on all of these again, [PII], that we're not on file, we do also have to have a copy of each of the primary insurance companies' explanation of benefits with the claims for review.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a wonderful day. Goodbye.
[AGENT][POSITIVE] very well.
[AGENT][POSITIVE] Well, I hope you have a nice day too, and if that's all I can help you with, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mm bye bye now.
[AGENT][NEUTRAL] Um, yes, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.