AccountId: 011433970860
ContactId: c5980fdb-e140-4125-a061-e29f6ac5dcd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1625069 ms
Total Talk Time (AGENT): 613437 ms
Total Talk Time (CUSTOMER): 717627 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c5980fdb-e140-4125-a061-e29f6ac5dcd7_20250224T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII] and I have a question in regards to a claim.
[CUSTOMER][NEGATIVE] I believe I've been trying to submit a um request diagnostic um bill but it never gets approved.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, spell your first spell your first name for me.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Sure. It's [PII]
[AGENT][NEUTRAL] Give me that one more time.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And what's the, uh, policy number, [PII]?
[CUSTOMER][NEUTRAL] I'll get it to you is policy, would it be the outpatient benefit?
[AGENT][NEUTRAL] Yeah, the number should be the same before the letter M.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Before the letter M.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, exactly. It's 017.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02339
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and I'm sorry, tell me again the reason for the call.
[CUSTOMER][NEUTRAL] Um, I, well, I've been trying to submit a claim.
[CUSTOMER][NEUTRAL] Uh, for some lab tests, but unfortunately, it never gets approved. I don't know, I guess it's because you need the explanation of benefits perhaps from my other insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address please?
[CUSTOMER][NEUTRAL] I'll spell it to you. [PII].
[AGENT][NEUTRAL] Mm looks like this could be your work email address maybe.
[CUSTOMER][NEUTRAL] Yes, then it's [PII].
[AGENT][NEUTRAL] OK, yeah, that's what we show on file. Thank you for verifying that for me. Let me look at your claims history and so, uh, the claim that I'm looking for is it from, uh, uh, independent laboratory like Quest or Labor?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Correct. Yes. Quest.
[AGENT][NEUTRAL] And do you, do you know what the date, do you know what the date of service is?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So the last one we denied it as a duplicate, which means we received it before.
[AGENT][NEUTRAL] And the one process prior to that one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, which was on [PII]. We are requesting a copy of the diagnosis code and so generally when we receive a uh a bill from Quest, um, it's pretty itemized. They'll list the procedure codes on there, but it, but it does not list the diagnosis code, which would be the reason that you had the lab. So did you have an office visit on the same day and they referred you to the lab?
[CUSTOMER][NEUTRAL] No, not the same day.
[CUSTOMER][NEUTRAL] I went to the doctor and they referred me to lab.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And, and I did.
[CUSTOMER][NEUTRAL] The, the blood test, that's it.
[AGENT][NEUTRAL] When was your doctor's appointment? What day?
[CUSTOMER][NEUTRAL] I was um, oh, I'm not quite sure because this was back in [PII].
[AGENT][NEUTRAL] Yeah, because generally I'm asking because if you can request a copy of like your.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Office notes or an after visit summary.
[AGENT][NEUTRAL] Of the day, you know, at, at the time that they requested that you have the lab drawn, the only catch to that is that the date of service, I mean, I know you probably went and did your lab later on, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So the date of service is gonna be different than the date that you went to the doctor.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me, I'm gonna try to check in my insurance.
[AGENT][NEUTRAL] But on your
[CUSTOMER][NEUTRAL] If I have that claim.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And maybe I can tell you the date, right? Let me see.
[AGENT][NEUTRAL] Well, we would actually need documentation. I can't take any information over the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we'll need documentation.
[AGENT][NEUTRAL] Of that visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I do have they send me um some.
[CUSTOMER][NEUTRAL] But when, now my question is.
[CUSTOMER][NEUTRAL] If I went to the doctor that month, right, and they already like I they.
[CUSTOMER][NEUTRAL] I submitted my two insurance like my main insurance and the secondary insurance.
[AGENT][NEUTRAL] Mhm. United Healthcare. Mhm.
[CUSTOMER][NEUTRAL] Is, is there, yeah, is there another, is there a claim for that from that doctor? I can't tell you which doctor it is.
[AGENT][NEUTRAL] So it says your laboratory tests were requested by uh the referring physician, [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII], OK. And um let me see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I already paid for it because this is like a long, you know, they've been sending me letters and letters and since I have, I couldn't, you know.
[CUSTOMER][NEUTRAL] Submitted through you I just paid it, but I wanna know what's the procedure because then I log in into my Quest account.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And there's like 10 different bills that are already um in collection and I'm like, whoa, that's, you know, that's scary because I thought it was all covered.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But let's see.
[AGENT][NEUTRAL] Yeah. Are you able to get a hold of the doctor that you saw?
[CUSTOMER][POSITIVE] Yes, and actually they sent me some, because they not only did the this laboratory test, like blood, they also did like a test through my skin.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have those, um.
[CUSTOMER][NEUTRAL] Those uh results and everything. I don't know if that would help.
[AGENT][NEUTRAL] What do you know what the dates are on the, the document?
[CUSTOMER][NEUTRAL] Let me check. I'm gonna check.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Jesus. Pharmacy, no.
[CUSTOMER][NEUTRAL] Martinez, OK.
[CUSTOMER][NEUTRAL] Uh, this was [PII].
[AGENT][NEUTRAL] And so is that when you went to the doctor?
[CUSTOMER][NEUTRAL] Correct, at least this is it says [PII] claim date of service [PII] Martinez.
[AGENT][NEUTRAL] And then they referred you to the lab.
[CUSTOMER][NEUTRAL] So I guess this is it.
[AGENT][NEUTRAL] Do you have anything where, uh, in, in writing where they referred you to lab?
[AGENT][NEUTRAL] On that day?
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will have to go back, uh, maybe my email, let me see.
[CUSTOMER][NEUTRAL] I'll check, give me one second. Bear with me.
[CUSTOMER][NEUTRAL] Sign in
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's not let me see.
[CUSTOMER][NEUTRAL] So my team is.
[CUSTOMER][NEUTRAL] Unless it's from their, I guess it's there.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Allergy, let me see.
[CUSTOMER][NEUTRAL] So, here, lab.
[CUSTOMER][POSITIVE] So I have like uh the, the results.
[CUSTOMER][NEUTRAL] From Quest.
[CUSTOMER][NEUTRAL] That they sent, but not the.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Not the
[CUSTOMER][NEUTRAL] Not the, the.
[CUSTOMER][NEUTRAL] Uh, what would you say, like, the order, that I don't have it.
[AGENT][NEUTRAL] Yeah, and I'm just trying to capture a date closer to the date that you, um, cause you went, you, yeah, cause you went later to have your lab done.
[CUSTOMER][NEUTRAL] Let me see because here.
[AGENT][NEUTRAL] And so generally when we get a claim, the date on the explanation of benefits and the date.
[CUSTOMER][NEUTRAL] So I have here a a
[AGENT][NEUTRAL] Which is not a problem. Yeah, what we have does show [PII], but now we need to determine what the diagnosis is, which that visit was before [PII], right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Correct. I have, they did my skin um allergy test on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So that kind of matches or closer to the day of service, although it still is different. Uh, the document that you have, what does it say? What, what for the skin?
[CUSTOMER][NEUTRAL] It's uh South Florida ENT Associates BA [PII].
[CUSTOMER][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] I guess the
[CUSTOMER][NEUTRAL] The, the, the name of the
[CUSTOMER][NEUTRAL] Of the allergies, like, like Bahia grass, um, cat, dog hair, things like that, mites. All the num all the names, cause they did like the antigen.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And, and what I was
[AGENT][NEUTRAL] So is that like records or office notes that you're looking at? What are you looking at?
[CUSTOMER][NEUTRAL] What was
[CUSTOMER][NEUTRAL] Reactive
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] It's just that they send me the labs results.
[CUSTOMER][NEUTRAL] From their office.
[AGENT][NEUTRAL] Uh, Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] Ru
[CUSTOMER][NEUTRAL] [PII], correct.
[AGENT][NEUTRAL] OK, you may wanna send that in. Usually the date of service is gonna match the date of service on the ELB which your lab date and the ELB date do match, but it's missing the diagnosis code.
[AGENT][NEUTRAL] And so the [PII] date is, is close to [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I was wondering if it said something like.
[AGENT][NEUTRAL] You know how sometimes when they give you like a um a slip or something and, and they refer you to lab, but the date on that slip is the date that you were actually seen by that doctor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know what I mean?
[CUSTOMER][NEUTRAL] Mm. So, would you need then, let me see, this is.
[AGENT][NEUTRAL] So what we need is documentation.
[AGENT][NEUTRAL] That matches.
[AGENT][NEUTRAL] Date of service [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it has the diagnosis code listed, the reason that they requested the lab work.
[CUSTOMER][NEUTRAL] I guess if I reach out to the doctor, right?
[AGENT][NEUTRAL] Yeah, and let them know the situation.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Cause I do the same thing. They'll have me go for a lab and I may not go the same day of the visit. I may go the next day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so that date is gonna be different than the date that I actually went to my doctor. And I think that's what's going on, you know, in this instance.
[CUSTOMER][NEUTRAL] Mm, I see. But if they do like uh an order, let's say, OK, I need you to, because they usually send it direct to Quest.
[CUSTOMER][NEUTRAL] You see, like if they give me an order.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I didn't need, I didn't need the order when I did this labs. They already had it in quest.
[AGENT][NEUTRAL] So I'm wondering if, if, if there's a date, so that should have been sent on the [PII], the date you were there at the doctor's office.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You know what I mean?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And so the providers should have that document that they sent to Quest.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So maybe you could obtain something like that in addition to the notes for that day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know what I mean?
[CUSTOMER][NEUTRAL] And then, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then submit that, cause you don't need.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You don't need the explanation of benefits right from.
[AGENT][NEUTRAL] Quest, we have it already. We have it already. We're just trying to determine why you had the lab done.
[CUSTOMER][NEUTRAL] Uh, united.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And like I said, usually the dates of service are the same.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You know, like, mhm, but I mean in this sense if I can understand, you know, sometimes they'll send you for a lab but you don't go on that day.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Correct, and that's what happened actually.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right, so.
[CUSTOMER][NEUTRAL] Cause I went, I remember it was, it was the latest, you know, I went to the doctor like at [PII] and then I did my blood, maybe like a couple days after, not the same day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. And I know cause my doctor sends over lab too, to the laboratory. So that should have the date that she actually put the request in, which should be the [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] I think so cause that well, the results I got them back.
[CUSTOMER][NEUTRAL] That day, the [PII]. Like, at least, the day, no, actually, no, I didn't get back. I, I got the results of the skin um allergy test.
[AGENT][NEUTRAL] Oh, so it was sent before then.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I got the, the test on the [PII] and I guess I did this the blood test on the [PII]. That's what I think it was.
[AGENT][NEUTRAL] Mhm. But what, what day did you go to your doctor?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Right. And so the request that was made to Qu should reflect the [PII].
[CUSTOMER][NEUTRAL] The [PII], yeah.
[AGENT][NEUTRAL] And you may wanna get like office notes plus.
[AGENT][NEUTRAL] Which your office note should show [PII] as well.
[AGENT][NEUTRAL] And it should show in there somewhere that you were referred for blood, a blood workup.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, cause they did this allergy test and I got a positive in a bunch a bunch of them, and they wanted to do the blood test as well.
[AGENT][NEUTRAL] OK, right. Mhm.
[AGENT][NEUTRAL] I'm following you.
[CUSTOMER][NEUTRAL] So, I guess, what I'll, I'm gonna try to do is just contact the doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And see if they can um.
[CUSTOMER][NEUTRAL] I don't know if they have it because this is like 22 years now.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it's, it's not, it, yeah, they should keep your information for a longer time than that. Mhm.
[CUSTOMER][NEUTRAL] In the record, right, so I'll ask if they have that order when they and and any other notes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then, how can I submit this to you?
[AGENT][NEUTRAL] Uh, so the last claims, um, I don't know if you faxed them over to us.
[AGENT][NEUTRAL] Um, if you have
[CUSTOMER][NEUTRAL] I think I, I think I did it online.
[AGENT][NEUTRAL] OK, so you can, no you didn't do them online.
[AGENT][NEUTRAL] You may have no because I could tell if you uploaded them online there will be a confirmation number and I don't see that.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And then since your policy is no longer active, I don't know if you have access to the online service center anymore, so I can give you the fax.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's not active?
[AGENT][NEUTRAL] This policy, its term, yeah, this one shows termed 112024. Let me see if you have any other active, yeah, you do have an active policy under, so the claim number you gave me.
[CUSTOMER][NEUTRAL] The policy is not
[AGENT][NEUTRAL] Is an older one. Your current number is 244-963-1. Let me take a look under that one.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 244. Let me see. Is that for APL?
[AGENT][NEUTRAL] Yeah, that's your current policy number.
[CUSTOMER][NEUTRAL] Oh, so I need to change then this um the ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The it's a different one, but.
[AGENT][NEUTRAL] And I do show that the, let me see, I'm showing [PII].
[AGENT][NEUTRAL] We're needing, no, no, no. Never mind.
[AGENT][NEUTRAL] Give me just a second, [PII].
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] See what's going on here.
[AGENT][NEUTRAL] I stand to be corrected. The number you gave me before is right because it ended [PII]. Your date of service is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK. But now it's a different one you said, right?
[AGENT][NEUTRAL] Effective [PII], yes ma'am.
[CUSTOMER][NEUTRAL] Let me see. No, because then if I go to the doctor, I need to show the other one, the other, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And if they call us to verify your benefit, we can look at your active policies, you know, if you present the card that you have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And, and they call us to verify your benefits we're able to, we always look to see do you have any, you know, active policies.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] But you do have the new policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see, your password is expired. Oh my [PII].
[CUSTOMER][NEUTRAL] Let me see, they're asking me for a verification code because I guess the password.
[AGENT][NEUTRAL] Are you online?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it said that your password is expired so you just have to reset it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see, oh God, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then, to get my, uh, let's see, upload files.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Where can I get the
[CUSTOMER][NEUTRAL] The ID card, my ID card. Let me see. So, which one? it says available ID cards, it says
[AGENT][NEUTRAL] OK, so then for you.
[CUSTOMER][NEUTRAL] There are 2 PDF files.
[AGENT][NEUTRAL] So you're gonna, you're gonna, uh, get the updated one is the one that starts with a 2.
[CUSTOMER][NEUTRAL] With a 2, OK, let's see.
[CUSTOMER][NEUTRAL] Try to open it.
[CUSTOMER][NEUTRAL] I have one here that is.
[CUSTOMER][NEUTRAL] 01, no, this is the same number.
[CUSTOMER][NEUTRAL] So I guess the 2nd 1.
[AGENT][NEUTRAL] So your most current, um.
[AGENT][NEUTRAL] Um, policy number is, let's see.
[CUSTOMER][NEUTRAL] I see it's downloading.
[CUSTOMER][NEUTRAL] OK. 02, OK, I got it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You see it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 02449631.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you see your ID card?
[CUSTOMER][NEUTRAL] This is actually the ID card. It says
[CUSTOMER][NEUTRAL] 2449631, right?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] Yeah, this is uh OK.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] I'll print it out.
[AGENT][NEUTRAL] And so that's the one that became effective [PII].
[CUSTOMER][NEUTRAL] OK. No wonder. Maybe that's why, right?
[CUSTOMER][NEUTRAL] Hm, who knows.
[AGENT][NEUTRAL] That's why
[AGENT][NEUTRAL] You said maybe that's
[CUSTOMER][NEUTRAL] Maybe they have.
[CUSTOMER][NEUTRAL] And I went to the, the gynecologist uh last Friday and I present the other card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't think
[CUSTOMER][NEUTRAL] I'll need it, but just in case I'll let them know.
[AGENT][NEUTRAL] Yeah and like I said if you give them the 1700 number 1702339 number and they submit your claim, we'll look at your file to see if you have any policy numbers that that matches or that um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, I see. Right.
[AGENT][NEUTRAL] The date of service falls within that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Eligibility fan.
[CUSTOMER][NEUTRAL] Then should I throw this one away?
[AGENT][NEUTRAL] Well, do you have any more [PII] claims?
[AGENT][POSITIVE] Outstanding?
[CUSTOMER][NEUTRAL] Uh, let me leave it just in case.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, well, I don't know. Well, I have a lot of, like I said from Quest that they went to collection.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, so anything prior to [PII], and this could be the, the, let me look under under your claims history.
[AGENT][NEUTRAL] OK, I don't see any outstanding claims.
[AGENT][NEUTRAL] Other than the one that you called on for request, let me look under the other policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I mean, it's, it's not a big, you know, um, amount, but still, I just don't want this to have.
[AGENT][NEUTRAL] Amount
[AGENT][NEUTRAL] It's still something.
[CUSTOMER][NEUTRAL] Yeah, I just paid it and then it's OK, but, but for future, you know, visits to doctors, then I'll just make sure I'll submit the new card, the ID card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause also with United Healthcare, they also changed the number, the policy number.
[AGENT][NEUTRAL] Oh, OK. I don't see any outstanding quest diagnostic claims other than the one that you called about.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] So you said that they had some outstanding you may wanna see what those dates of service are maybe they've not, we've not received them yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Right, which I don't, I don't understand. They're already in collection, that this is probably like older than [PII].
[AGENT][NEUTRAL] Right, well, there's not a timely filing limit under our policy, so you could submitted any time.
[CUSTOMER][NEUTRAL] Cause I'm
[AGENT][NEUTRAL] Of course, the sooner the better, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] So, yeah, no, I have this.
[CUSTOMER][NEUTRAL] Pay bills, let me double check.
[CUSTOMER][NEUTRAL] Then from now on, if it's like a blood test, I have to keep the um the order, right, from the doctor, the prescription or whatever.
[AGENT][NEUTRAL] I would, I would to capture that date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And send that in with your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I'll do. No, these ones, yeah, these ones are from.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But they're like very, like $15.11 dollars.
[CUSTOMER][NEGATIVE] This is weird.
[CUSTOMER][NEUTRAL] Well, let's see. I'll keep everything and then, but the, the, the quest or whatever lab that I'm going, right? They should submit this to you?
[AGENT][NEUTRAL] Yeah, um, generally they will, but sometimes it takes Quest a long, long, long time to send them. So the route that you're going may be the best route if you know, by you submitting them to us yourself, if you're paying out of pocket, just go ahead and send them to us, but you now know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] To, you know, to keep the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The order that they give you to have the blood drawn because I think it, it captures the date that you went to the doctor.
[CUSTOMER][NEUTRAL] Right, I, I see, I see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And, and not only that, you may wanna get the office notes for that day because it could, it may capture your diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. I'm listen, from now on, I'm gonna keep everything. I'm gonna ask for all the notes.
[CUSTOMER][NEUTRAL] Anything that they have and that way, you know, it's good for to keep uh log on everything and and and hopefully this this won't happen again, but yeah, that sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, well thank you I appreciate your assistance. I.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You have a great day. You too, bye.
[AGENT][NEUTRAL] You too.