AccountId: 011433970860
ContactId: d21ac5ec-e264-4137-aaa7-efc4fa271838
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1599449 ms
Total Talk Time (AGENT): 525932 ms
Total Talk Time (CUSTOMER): 577814 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d21ac5ec-e264-4137-aaa7-efc4fa271838_20250512T13:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check the status of the claim. Can you please uh spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][POSITIVE] Thank you for that, and I'll be more than happy to help you with the claim status. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, sure. Member's policy number, it is 01826095 M as in Mike L as in Lima 6.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Oh, I have to check for that. Can you, how many clients you'll be helping with on this call?
[AGENT][NEUTRAL] Um, 5.
[CUSTOMER][NEUTRAL] Just one minute. Yeah, I'm having.
[CUSTOMER][NEUTRAL] 05 to take the status. So, are you willing to help me with that?
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, just give me one minute.
[CUSTOMER][NEUTRAL] Just one minute.
[CUSTOMER][NEUTRAL] It is loading, just give me.
[CUSTOMER][NEUTRAL] Yeah, and the patient's last name, it is uh
[CUSTOMER][NEUTRAL] [PII], first name it is [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] The date of birth, it is [PII], sorry uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Data service, it is.
[CUSTOMER][NEUTRAL] [PII] and the total bill amount for this claim, it is $67,568 even.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And again, all the information provided is a verification of benefits, not a guarantee of payment. Just waiting for the claim to populate.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] HCA Florida Northwest Hospital.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Hold up. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The same thing, no.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. So I'm showing that we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The claim number is 356.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 923 1.
[CUSTOMER][NEUTRAL] Mm mm and when it got processed.
[AGENT][NEUTRAL] And on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] When the claim was processed and denied.
[AGENT][NEUTRAL] Right, so as I was saying, on [PII], the claim was denied, requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, this.
[CUSTOMER][POSITIVE] That's, but I am ready.
[CUSTOMER][NEUTRAL] Oh, actually, one of the previouss has sent to you. Uh, have you received it?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, one of the user has sent the primary explanation of benefits to you. Have you received it?
[AGENT][NEUTRAL] No, we have not. When, when was it sent?
[CUSTOMER][NEUTRAL] It was sent on uh [PII].
[AGENT][NEUTRAL] [PII]? No, we haven't received anything for this member uh after [PII], but you can resend it if you like.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Can you please provide me the fax number so that we will be faxing it to you again?
[AGENT][NEUTRAL] Yes, it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 23. What is the timely filing limit?
[AGENT][NEUTRAL] There's no timely filing, but this is additional information, so as soon as we receive it, we'll continue processing.
[CUSTOMER][POSITIVE] Thank you very much. And call reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] For the entire call will be my name and today's date.
[CUSTOMER][NEUTRAL] OK. Uh, shall we move to another one?
[AGENT][NEUTRAL] Um, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Uh, I'm going with the policy number, it is 02249087. M as in Mike, L as in Lima 7.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient's last name [PII]. First name [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] Date of service it is [PII]. And the total bill amount for this claim, it is uh $13,432 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is the same provider, would it be a different provider for this claim?
[CUSTOMER][NEUTRAL] Um, it is just different providers.
[AGENT][NEUTRAL] OK, and what's the provider for this claim?
[CUSTOMER][NEUTRAL] Uh, yeah, it is, it's a Florida University Hospital.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. So I'm showing received the claim on [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The claim number is 3,573,710.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[CUSTOMER][NEUTRAL] March, OK.
[AGENT][NEUTRAL] So we need a more detailed explanation of benefits, one that shows the amounts that were applied to the deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] So we need to send the primary insurance uh EOB, right?
[AGENT][NEUTRAL] Yes, but it needs to show what was applied to those to those amounts, the deductible, excuse me, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh this is also signed by the previous user on uh [PII]. Have you received it?
[AGENT][NEGATIVE] No, we have not received it.
[CUSTOMER][NEUTRAL] OK. Can you please provide me fax number so that we'll be resending it to you again.
[CUSTOMER][NEUTRAL] A as in
[AGENT][NEUTRAL] Yes, I fax it's the same fax number 877.
[CUSTOMER][NEUTRAL] They.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. The same fax number as uh previously you have provided, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, shall we move on the one?
[AGENT][NEUTRAL] Um, hold on one moment. I have to know each policy as we move on. Hold on one second.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure.
[CUSTOMER][NEUTRAL] People
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEUTRAL] this for.
[CUSTOMER][NEUTRAL] operated.
[CUSTOMER][NEUTRAL] to do.
[AGENT][NEUTRAL] And the next member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is uh 630.
[CUSTOMER][NEUTRAL] 001
[CUSTOMER][NEUTRAL] 3358.
[AGENT][NEUTRAL] Is that their social security number?
[CUSTOMER][NEUTRAL] No, no, no. It is a policy number.
[CUSTOMER][NEUTRAL] I'm having the claim number. Can you check with that?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah. And the claim number, it is 4571293.
[AGENT][NEUTRAL] OK, so I don't know if this claim was filed with the major insurance, but that's not an APL policy number or claim number. Um, do you have, I mean, I could search with the member's social to see if there's a policy here, um, but, but like the other claim numbers, our numbers are like 3 something something for a claim number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I'm having the, I'm having this and can I go with that?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, it is 45,880.
[AGENT][NEUTRAL] What is the number that you're giving me?
[CUSTOMER][NEUTRAL] That is the claim number.
[AGENT][NEUTRAL] The 458, this number that you're giving me is a claim number?
[CUSTOMER][NEUTRAL] No, Social Security number.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient's last name [PII]. First name [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one second. I'm not there yet. I'm trying to locate the policy. Um, so the first and last name you said was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So nothing came up with the social, I'm gonna try with the first and last name.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And see what happens. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we have a few [PII], but none of them have the same social as your member.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, that's OK, no problem.
[AGENT][NEUTRAL] I'm not showing a member on.
[AGENT][NEUTRAL] OK, you want to move on to the next one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you're stating that uh member is not on file, right?
[AGENT][NEUTRAL] Right, the policy number that you gave is not an APL policy number, the claim number?
[AGENT][NEUTRAL] It's not an APL claim number and nothing is coming up in our system with the social that you provided.
[CUSTOMER][NEUTRAL] What was that
[CUSTOMER][NEUTRAL] OK. Uh, shall we move the last one?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] Yeah. Uh, and the other policy number it is 15297.
[AGENT][NEUTRAL] Does that say group number or it's the policy number?
[CUSTOMER][NEUTRAL] Oh, here I'm showing it is as a policy number. Just I'm checking, is there any other insurance card so that I can verify with you. Just give me one minute.
[AGENT][NEUTRAL] What's the member's first and last name?
[CUSTOMER][NEUTRAL] [PII]'s last name [PII], first name [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And I'm having uh the claim number. Can you please, yeah, have you found it?
[AGENT][NEUTRAL] OK, I have it.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] I'm gonna let you know. Hold on one moment. So yes, I found the policy. Can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh sure. Uh, it is [PII].
[AGENT][NEUTRAL] Thank you for that. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So this policy number is 220.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 3949.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 3949. Just one minute. This is the policy number.
[CUSTOMER][NEUTRAL] Oh yeah, sure, OK.
[AGENT][NEUTRAL] And may I have the date of service and the total bills whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah, date of service, it is [PII]. And going with the bill amount, it is $12,232 even.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, wait a minute, hold on.
[AGENT][NEGATIVE] OK, so we've received this claim 3 times. It was denied for the same reason each time. Are you needing the original claim, the 2nd or the 3rd, or all 3?
[CUSTOMER][NEUTRAL] Original claim, claim status.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's a Florida University Hospital.
[AGENT][NEUTRAL] All right. Let me look into this one. Hold on one moment.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, now what happened?
[AGENT][NEUTRAL] Wait, but she said she only wanted the original, so that doesn't even matter unless she goes into it.
[AGENT][NEUTRAL] Where's the, where's the verbiage?
[AGENT][NEGATIVE] Lord, they didn't change the code. Oh my [PII], if it ain't broke, don't fix it.
[AGENT][NEGATIVE] Oh this is so annoying.
[AGENT][NEUTRAL] Come on, guru.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know. I'm trying to get her what she needs.
[AGENT][NEGATIVE] Why would they make it so plain? We're, we're asking for more to give the people on the phone. They don't know what a be notice discrepancy is.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] I'm gonna just
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, yes, I'm here.
[AGENT][NEUTRAL] All right, thank you so much for holding. So I did locate the original claim. Um, the original claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim number is 3579732.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was, I'm sorry, 2025, the claim was denied.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, we're unable to accept assignments of benefits for this claim filed due to a discrepancy reported by the IRS.
[AGENT][NEUTRAL] Please visit
[CUSTOMER][NEUTRAL] Just give me one minute.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so please visit the IRS website for additional information.
[AGENT][NEUTRAL] Once this is resolved,
[CUSTOMER][NEUTRAL] No, you have stated that the.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You have stated that the claim is denied due to assignment of benefits to the provider.
[AGENT][NEUTRAL] Due to a discrepancy reported to us.
[CUSTOMER][NEUTRAL] Of record due to this.
[AGENT][NEUTRAL] Due to a discrepancy.
[CUSTOMER][NEUTRAL] Provider's tax ID right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. I'm just confirming that, that is the correct uh reason that we are gone.
[AGENT][NEUTRAL] Right, that's the question I was answering. So it was due to a discrepancy reported to us by the IRS.
[CUSTOMER][NEUTRAL] So, for further what we need to do?
[AGENT][NEUTRAL] You need to visit the IRS website for additional information on how to resolve the issue.
[CUSTOMER][NEUTRAL] 6120.
[AGENT][NEGATIVE] And stop back up withholding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Need to visit IRS website, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And we need to resolve the problem.
[AGENT][NEUTRAL] Right, and once it's resolved with the IRS, please send APL a copy of the updated information, whether it's your, um, it could be a combination of the name and the taxpayer, um.
[AGENT][NEUTRAL] Identification number, the tax ID number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we need to uh visit the IRS website and we need to solve the issue with the IRS. Once it is completed, we need to send a copy of uh uh tax ID number to you, right?
[AGENT][NEUTRAL] Right, a copy of the updated information from the IRS, yes.
[CUSTOMER][NEUTRAL] Copy of um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] OK, can you please provide me the fax number?
[AGENT][NEUTRAL] Our fax number is
[AGENT][NEUTRAL] Let me see if this goes to someone different. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 365
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK. Thank you very much for helping with this information.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, we have completed with the 4, and can you please help me with the one more claim status on this call?
[AGENT][NEUTRAL] OK, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah uh.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Policy number, it is 02473107.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Patient's last name [PII], first name, [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And can you um provide the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yeah, sure. And the date of service for this claim, it is [PII]. And the total bill amount, it is $39,216 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 08042.
[CUSTOMER][NEUTRAL] Yeah, your code is 608042.
[CUSTOMER][NEUTRAL] Your code is 608-042.
[AGENT][NEUTRAL] OK, there's a few claims for this day. Do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yeah, yeah. OK.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3594437.
[AGENT][NEUTRAL] Oh wait a minute.
[AGENT][NEUTRAL] So I can't give her the claim status, but it's just, oh, I think this is it too Lord.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Just let me um confirm that with her if she said 4:16 or 216. But I'm gonna do this in the meantime, so I have everything up.
[AGENT][NEUTRAL] Um, 1422 dope.
[AGENT][NEUTRAL] 470.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 126.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] So we do have a claim here, but the insured submitted it, so I can't get the claim status, but let me go back to Amtrak.
[AGENT][NEUTRAL] 443 7. OK.
[AGENT][NEUTRAL] Hello [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. Just to confirm, the total of the bill was 39,216 or 416.
[CUSTOMER][NEUTRAL] $466.37. Just one minute.
[CUSTOMER][NEUTRAL] The total bill amount it is uh 216 $39,216 even.
[AGENT][NEUTRAL] OK, um, so the claim that we received, the insured submitted the claim, so we can't give the claim status, um, but yes, there is a claim on file for this amount.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] No claim on file?
[AGENT][NEUTRAL] There is a claim on file for this amount, but the insured submitted the claim, so we cannot give the provider the claim status.
[CUSTOMER][NEUTRAL] OK. Insured has submitted the claim to you, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So that's the reason you are uh not able to uh provide the claim status to us, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK you should have.
[CUSTOMER][NEUTRAL] The reason, uh, the reason is that the insured has submitted the claim to you. That's the reason you are not able to provide me the claim status. Is it the reason?
[AGENT][POSITIVE] Correct, we can
[AGENT][POSITIVE] Yes, that's correct
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, thank you very much for helping with this information.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Yeah, that's all the information I need from you. Thank you very much for helping with this information.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Bye. Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[AGENT][NEUTRAL] Verify a disclaimer and advise uh.