AccountId: 011433970860
ContactId: c91c58fe-66f3-4bf6-bfbb-c57e2f631f4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2286969 ms
Total Talk Time (AGENT): 376134 ms
Total Talk Time (CUSTOMER): 601383 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c91c58fe-66f3-4bf6-bfbb-c57e2f631f4c_20250513T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office to check on a claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, 02714678 M as in Mike, L as in Lima, H.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, could you give me that policy number one more time, please?
[CUSTOMER][NEUTRAL] 02714678 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm not pulling that up. Do you have the last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. What was the rest?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, the date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Day of service and bill charges.
[CUSTOMER][NEUTRAL] Date of service [PII] will charges $98,02 7997,864 dollars 74 cents.
[AGENT][NEUTRAL] OK, what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you hold for one moment?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, well, thank you so much for letting me know.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK, sorry about that and uh the date of service was, I'm sorry, what was the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And bill charges were 97,000, is that what you said?
[AGENT][NEUTRAL] You there?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Sorry, uh, hello, yeah, I just stopped the mute. Uh, $97,864.74.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it looks like I don't have that claim on file. Can you get that resubmitted to us?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh,
[CUSTOMER][NEUTRAL] Uh, may I get your mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Just a minute to think.
[CUSTOMER][NEUTRAL] OK. May I get the payer ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][NEUTRAL] Yes, 60801, yes.
[CUSTOMER][NEUTRAL] OK. May I get the patient's effective termination date?
[AGENT][NEUTRAL] Uh yes. One moment.
[AGENT][NEUTRAL] Effective date is [PII], and policy is currently active no term date.
[CUSTOMER][NEUTRAL] May get the patient land type.
[AGENT][NEUTRAL] Uh, patients what?
[CUSTOMER][NEUTRAL] Plant type
[AGENT][NEUTRAL] Planned date?
[CUSTOMER][NEUTRAL] Plant type.
[AGENT][NEUTRAL] And type, uh, it's a secondary policy.
[CUSTOMER][NEUTRAL] OK, timely filing limit?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Could you help me to check with another claim?
[AGENT][NEUTRAL] Yes, what's the policy number?
[CUSTOMER][NEUTRAL] 02473158 M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] of service and bill charges.
[CUSTOMER][NEUTRAL] 10 9 2024 will charge us $37,000202 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright it looks like we received this claim on.
[AGENT][NEUTRAL] [PII] processed [PII].
[AGENT][NEUTRAL] Looks like we need the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh could you verify the fax number is that [PII]?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Yeah, OK, thank you, and you move on to the next claim.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And uh the policy number of the patient?
[CUSTOMER][NEUTRAL] 02473340. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Saran and the date of birth [PII].
[AGENT][NEUTRAL] State of service and bill charges.
[CUSTOMER][NEUTRAL] It is [PII]. Total charge is $32,575 even.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, looks like we received this one let's see.
[AGENT][NEUTRAL] Receive 9 23 24, processed.
[AGENT][NEUTRAL] 926, 24.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I need the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Shall I go to the next one?
[AGENT][NEUTRAL] Uh, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 02512982 M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Data service bill charges?
[CUSTOMER][NEUTRAL] D of service [PII], bill charges $26,086.50.
[AGENT][NEUTRAL] Uh, I don't show that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Um, just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shall we resubmit the claim through fax?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK. May I get the patient effective on termination date.
[AGENT][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] effective date [PII], uh, termination date [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Shall I move on to the next one?
[AGENT][NEUTRAL] Yeah, how many more claims do you have?
[CUSTOMER][NEUTRAL] Mm, just a minute, I'll look for that.
[CUSTOMER][NEUTRAL] 12345.
[CUSTOMER][NEUTRAL] 10 claims.
[AGENT][NEUTRAL] OK, do you have access to our online portal?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, it's [PII]. You can check claim status there and then look up EOBs, etc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Are you able to access that?
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEGATIVE] No, I don't have access. That's the problem.
[AGENT][NEUTRAL] All right, next claim or next policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 025792229.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Data service bill charges?
[CUSTOMER][NEUTRAL] Data service [PII] will the charges $9,751.25.
[CUSTOMER][NEUTRAL] Yeah that's.
[AGENT][NEUTRAL] And received 226 25, process 227 25.
[AGENT][NEUTRAL] We need a primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Moving on to the next one.
[CUSTOMER][NEUTRAL] The member ID.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] the member ID?
[CUSTOMER][NEUTRAL] 01881591 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] What's your name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Any service and bill charges.
[CUSTOMER][NEUTRAL] Data service 11-4-2024. Total charges $19,02231 even.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] OK, that policy number you gave me terminated 412024.
[AGENT][NEUTRAL] Let me see if there's an active policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What was the date of service again?
[CUSTOMER][NEUTRAL] 11 [PII] 2024.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sorry, hold on a minute. It's 411-2024.
[CUSTOMER][POSITIVE] Sorry for that.
[AGENT][NEUTRAL] OK, so it's 4-11-2024?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me look up the old policy number you gave me.
[AGENT][NEUTRAL] I don't have that claim on file.
[CUSTOMER][NEUTRAL] But I do have a claim number for this.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] 355-068-4.
[AGENT][NEUTRAL] And how did you get the claim number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I just have this on the file. Just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I do receive the correspondence stated needed primary OB.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, it's for date of service 11-4-2024.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 4 11 2024.
[AGENT][NEUTRAL] We received a claim for 114-2024.
[AGENT][NEUTRAL] For that date for that claim number.
[CUSTOMER][NEUTRAL] OK, go ahead with this claim information, sorry.
[AGENT][NEUTRAL] Uh, I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, go ahead with this claim information.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Claim received 318 2025. Process 321 2025.
[AGENT][NEUTRAL] It was paid to the member. You'll have to contact them for payment information.
[CUSTOMER][NEUTRAL] OK, did, uh, just a minute.
[CUSTOMER][NEUTRAL] Did the member sign the AOB?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Assignment of benefits that the members signed the assignment of benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We paid the member, so I don't know. Let me see.
[CUSTOMER][NEUTRAL] OK, ma'am. Can I get the payment information?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm looking. Hold on one moment.
[CUSTOMER][POSITIVE] OK, OK. Take your time.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You that
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yeah, it looks like we've paid the member. I see assignment, but we've paid the member, so we don't retract member payments. You'd have to contact them for information.
[CUSTOMER][POSITIVE] OK. Thank you. And going on to the next one.
[AGENT][NEUTRAL] 11 moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] It's 01873939 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name, [PII], and the date of birth, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] the service and bill charges.
[CUSTOMER][NEUTRAL] 923 2024 will the charges $16,303.63.
[AGENT][NEUTRAL] Receive 1216 2024. Pro 12-182024.
[AGENT][NEUTRAL] the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Um, but we already submitted the information. I think, just a minute. OK.
[AGENT][NEGATIVE] No, we've not received it.
[CUSTOMER][POSITIVE] Yeah, OK, no problem.
[CUSTOMER][NEUTRAL] May I get the claim number?
[AGENT][NEUTRAL] 3542746
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Moving on to the next one.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] The number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah. 02446809 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth [PII].
[AGENT][NEUTRAL] The service still charges?
[CUSTOMER][NEUTRAL] Sorry, 9.
[CUSTOMER][NEUTRAL] 99 2024 and the total charge is $15,0684 even.
[AGENT][NEUTRAL] Receive 23 2025. Process 24 2025.
[AGENT][NEUTRAL] the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK. May I get the claim number?
[AGENT][NEUTRAL] 3559282.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Going on to the next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 506178.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] uh sorry, just a minute. Yeah, [PII], and the date of birth [PII].
[AGENT][NEUTRAL] service and bill charges.
[CUSTOMER][NEUTRAL] [PII] and the total charges $3,587 even.
[AGENT][NEUTRAL] I don't have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] You get the patient effective termination date.
[AGENT][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Policies effective [PII].
[AGENT][NEUTRAL] Currently active.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Going on to the next one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Remember?
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Yeah, ID 02407896. M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] What's your name and date of birth?
[CUSTOMER][NEUTRAL] Name [PII] and the date of birth [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Any service bill charges?
[CUSTOMER][NEUTRAL] 7 1520 24 to 7 16 [PII]. Total charge is $20,0485 even.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Cla was received on [PII].
[AGENT][NEUTRAL] Process date [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh explanation of benefits did not list the amounts applied to deductible, co-pay, or co-insurance. Please submit detailed explanation of benefits that shows these amounts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Moving on to the next one.
[AGENT][NEUTRAL] OK, hold on a moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 01791893 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Data service bill charges.
[CUSTOMER][NEUTRAL] 5 1720 24 total charges $39,176 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I received 88-2024 process 88-2024.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] The primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] to the next one.
[AGENT][NEUTRAL] OK and the policy number?
[CUSTOMER][NEUTRAL] 023 04224.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Data service bill charges?
[CUSTOMER][NEUTRAL] 1216 2024 total charges $6,563 even.
[AGENT][NEUTRAL] I don't show that claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I get the patient effective and termination date.
[AGENT][NEUTRAL] [PII], term 31 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Moving on to the next one.
[AGENT][NEUTRAL] OK. Policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01993963.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth, [PII].
[AGENT][NEUTRAL] What was that policy number again?
[CUSTOMER][NEUTRAL] OK, just a minute. Uh, policy number 01993963.
[AGENT][NEUTRAL] Data service still charges?
[CUSTOMER][NEUTRAL] It is 7620242772024 total charges $29,0037.96.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like the claim was received on.
[AGENT][NEUTRAL] 89 2024 processed 8-142024.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I need a primary explanation of benefits.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Moving on to the last one.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 01071065.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] need a service in both charges.
[CUSTOMER][NEUTRAL] 1016 2024. Bill the charges $4,162.95.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It was received on 3-10-2025. Process 314-2025.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maximum amount payable for occurrence has been met. Per occurrence is treatment for the same or related condition unless separated by a period of 90 days.
[CUSTOMER][NEUTRAL] Is this a denial?
[AGENT][NEGATIVE] Yes, it was the denial.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh sorry. Could you repeat that again?
[AGENT][NEUTRAL] The maximum amount payable for this occurrence has been met.
[AGENT][NEUTRAL] For occurrence means treatment for the same or related conditions.
[AGENT][NEUTRAL] Unless separated by a period of 90 days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um, may I get to know the maximum allowed amount?
[CUSTOMER][NEUTRAL] Is that exhausted by dollars or units?
[AGENT][NEUTRAL] $5.
[CUSTOMER][NEUTRAL] OK, dollar amount?
[AGENT][NEUTRAL] And it is
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] $500.
[CUSTOMER][NEUTRAL] OK. And do you know when did they met?
[AGENT][NEUTRAL] Uh, no, I, I have to research through each claim. They've got several claims.
[AGENT][NEUTRAL] I can just give you a claim status on what you've asked for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, just a minute.
[CUSTOMER][NEUTRAL] And the total charges will be who responsibility.
[AGENT][NEUTRAL] We can't instruct on patient responsibility since this is a secondary policy.
[CUSTOMER][NEUTRAL] May I get a copy of OV?
[AGENT][NEUTRAL] OK. What's your facts?
[CUSTOMER][NEUTRAL] OK. Uh 844.
[CUSTOMER][NEUTRAL] 9023804. Attention, 176427-05.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][POSITIVE] Um, no, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye bye.