AccountId: 011433970860
ContactId: d9614511-fda9-480e-80db-7cd7487bb386
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1388780 ms
Total Talk Time (AGENT): 348638 ms
Total Talk Time (CUSTOMER): 866505 ms
Interruptions: 10
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d9614511-fda9-480e-80db-7cd7487bb386_20250613T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, uh, good afternoon [PII]. Yeah, I'm having a problem, um, logging in my account. I didn't used to have a problem, so I talked to one of your, uh, associates the other day. They said try re logging in, you know, recreate an account. Something about you guys may have changed some of your software. Um, does that sound familiar you guys update your system or something, or I don't know.
[AGENT][NEUTRAL] Yes, we did update our system and we have a different.
[AGENT][NEUTRAL] Entry for the OSC so you will have to use a set it up completely.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] As new
[CUSTOMER][NEUTRAL] Yeah, and I did, right, I did, so um.
[CUSTOMER][NEUTRAL] Also I had somebody to dialed in on my computer that you know kind of messing things up, found out they weren't the real people I was trying to get over them, um, trying to remember who it was, but anyway, so they end up downloading some stuff so I don't know hopefully that didn't mess it up. But yeah, I used to be able to get in no problem, so um, but I resigned in and, and they sent me the text, you know, my phone's secure and all that and I put it in and for some reason I just can't get to um I see the home page here, you know.
[CUSTOMER][NEGATIVE] Uh, you know, has the APL home page and then I found claims and forms, but every time I click it it's not uh.
[CUSTOMER][NEUTRAL] I don't know. Can you see if I'm still active or you know, because right now I'm off on kind of like short term disability, so maybe you guys close me out or something. I don't know.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, yeah, OK, yeah, uh, so that's [PII], last name [PII].
[CUSTOMER][NEUTRAL] Um, [PII] callback number is [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, sure, so that's uh 2607315.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], could you please verify your date of birth and the mailing address, please?
[CUSTOMER][NEUTRAL] Of course, uh, [PII] mailing address is [PII].
[AGENT][NEUTRAL] And we do have an email address. Could you verify that for me please?
[CUSTOMER][NEUTRAL] Yeah, of course, yeah, no worries. Uh that's [PII].
[AGENT][NEUTRAL] [PII] is spelled [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, so that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. You were calling to see if your policy is still active?
[CUSTOMER][NEUTRAL] Yeah, some reason I'm not, can't get in. I don't maybe it's a software problem or.
[CUSTOMER][NEUTRAL] Um, right, since I'm on short term and.
[CUSTOMER][NEUTRAL] I don't know some things kind of changed or whatever, so, um, I don't know. You tell me. I don't know if if I can talk to your tech support or something. I don't know what's going on.
[AGENT][NEUTRAL] So, so
[AGENT][NEUTRAL] OK, so it is showing that the policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. I wonder why I can't log in. That's weird, um.
[AGENT][NEUTRAL] And you're in secured. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I tried that and um then I went to another site that said claims and forms. I tried so let me try another search engine and then when I, when I clicked on that because I had it saved and what do you need a problem until later last week. I had it saved in my favorites, you know, under my bookmarks, and now we got a problem, you know, I never had a problem, so, um, so I, I, I redid it like she suggested.
[CUSTOMER][NEUTRAL] And uh so when I hit claims and farms.
[CUSTOMER][NEUTRAL] Yeah, um, it's not giving me anything, you know, it's just, well, one second, let me see, let me see, let me see, claims and performance policy change documents. OK, I see documents.
[CUSTOMER][NEUTRAL] Uh, OK, so yeah, I see, I see some stuff now, claims and forms, so maybe I'm just hitting the wrong thing, um, claim status maybe.
[AGENT][NEUTRAL] Are you trying to check the status of a claim?
[CUSTOMER][NEGATIVE] I wanna see, yeah, I wanna see where you guys are at with my claim. It's been almost 2 months. It's ridiculous, you know, I'm trying not to get so so should I hit claim status? Maybe I'll try that and see what, see where you guys are.
[CUSTOMER][NEUTRAL] And make claims down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, I mean, I'm asking you what to do. Should I hit claim status?
[AGENT][NEUTRAL] Yeah, I'm, I'm pulling the information up for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know, but I still wanna learn how to do it claim status and then.
[AGENT][NEUTRAL] Yes, I'm pulling it up so I can inform, so I can tell you the steps on that.
[CUSTOMER][NEUTRAL] OK, oh, OK, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It says sign in register.
[AGENT][NEUTRAL] OK, so it says once you sign in you will go for um view claim status you will click my policy.
[AGENT][NEUTRAL] And you will go up to the left navigation menu.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, alright, well, hold on, let's back up a little bit, so, so we're on the same page so.
[CUSTOMER][NEUTRAL] Yeah, so you're on the APL home page and then.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Are you on the secured home page?
[CUSTOMER][NEUTRAL] Uh, yeah, pretty sure, um, let me see, yeah, it says APL, you know, you got on the left, you got about solutions products and all that, and then claims and forms, claim status, and then sign in, you know, on the top menu, right.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] No, that's the wrong website. You're supposed to be up on the [PII].
[CUSTOMER][NEUTRAL] OK, let me try that then. Oh, I think I tried that already. Let me try it again. OK, I mean, alright, that's fine. This one looks legitimate to me, but maybe not. OK, let's see here.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] I just, you know, it's just unfortunate. I wouldn't have any problems all, uh, you know, for a month or two, and now all of a sudden it's.
[CUSTOMER][POSITIVE] You know, I was going to my favorites wasn't a problem.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Maybe a software change or something.
[CUSTOMER][NEUTRAL] Yeah, just bear with me let me log back in and see what's going on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think that was the right site, but we'll do it again.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] But yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so yeah, I'm at the Google page so that's uh.
[CUSTOMER][NEUTRAL] If you wanna read it to me, I'll find it on my phone here. Um, I'll find the website, yes.
[AGENT][POSITIVE] It is secured.
[AGENT][POSITIVE] It is secure, that is spelled [PII]
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. I see it saved on my uh I see it saved on my yeah it came up as soon as I start typing. Alright, so yeah, so now I see that um then you got the APL OSC you got claim status, you got.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Which one you want uh.
[AGENT][NEUTRAL] OK, so have you already logged in?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I'm asking you, so that's what came up. You got APL OSC. You got claim status. When I scroll the page down, you got which one you like, yeah.
[AGENT][NEUTRAL] OK, so when I put in secured. [PII], the first page it goes to, it asks for you to log in.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, let me click on that one. Let's see if that's it. I don't mine doesn't necessarily do that, but let me see what, yeah.
[CUSTOMER][NEUTRAL] OK, says something about dashboard.
[AGENT][NEUTRAL] So you're probably already logged in so if you're already at where say dashboard.
[CUSTOMER][NEUTRAL] Yeah, right, I'm listening.
[AGENT][NEUTRAL] OK, so if you're at, if you're at dashboard to the left, it should say my policy upon the dashboard to the left.
[CUSTOMER][NEUTRAL] I, I think what I did earlier, OK, thanks for that. I think what I did, I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Well, you know.
[CUSTOMER][NEUTRAL] Oh yeah [PII], I think what I did [PII] when I signed on, you know, before I called you, it, I put in the little thing to send me a text. So, um, so that's what's popping up right now. Text message, I guess so I can so I can verify my, you know, OK, I probably shouldn't have did that. So, so hold on a minute, let me put that in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My phone number, that's what's coming up, you know.
[CUSTOMER][NEUTRAL] Maybe I should just sign up again and make sure I don't click that or something says verify.
[CUSTOMER][NEUTRAL] OK, I got the text message.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, I put the code in.
[CUSTOMER][NEUTRAL] That you guys sent me 56.
[CUSTOMER][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] OK, it's confirming that.
[CUSTOMER][NEUTRAL] OK, your phone number has been verified and you are now subscribed to text message notifications. I don't know. OK, got rid of that. So, so, OK, so now we're back on that page you were saying on the left I should see.
[AGENT][NEUTRAL] Dashboard in my policies if you're on the dashboard screen.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, I am right. Mhm. So what's right, OK, let me, um, let me take a note on it. Maybe I was just doing one second.
[AGENT][NEUTRAL] OK, so if you see my policies, you're gonna click my policy.
[CUSTOMER][NEUTRAL] I'm not sure why it's asking my phone number every time. Something's kind of funny there, OK, my policy.
[CUSTOMER][NEUTRAL] And then um yeah of course it has uh my details and I clicked on it so.
[AGENT][NEUTRAL] Yes, you're gonna click view policy details.
[CUSTOMER][NEUTRAL] Oh, OK, click on uh my details.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna click the claims tab.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, oh, OK, I'm writing it there.
[CUSTOMER][NEUTRAL] So I wanted to call you back.
[CUSTOMER][NEUTRAL] OK I see um.
[CUSTOMER][NEUTRAL] My details.
[CUSTOMER][NEUTRAL] On my policy.
[CUSTOMER][NEUTRAL] Uh, click on my details and then click claims.
[CUSTOMER][NEUTRAL] Um, where is that at towards the bottom? Let me see here.
[AGENT][NEUTRAL] It should be right beside my details.
[CUSTOMER][NEUTRAL] OK, I see it now. OK.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Taking notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I did that and um.
[CUSTOMER][NEUTRAL] Claim number, you know, 36.
[CUSTOMER][NEUTRAL] Uh, so what's next? Plain number, see what else.
[AGENT][NEUTRAL] If you find that claim number or the first claim, the recent claim number that you're trying to look for, you would just click that and you will be able to check the status of that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, it's giving me a couple options says open claims.
[CUSTOMER][NEUTRAL] Um, there's two of them, you know, 360, other one's 3604, and one, so I'm trying to determine which one is the one.
[AGENT][NEUTRAL] It will be the newest one, which was reported on 5:30, so that will be the newest claim.
[CUSTOMER][NEGATIVE] You know, when I screw up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, I see 5:30, OK.
[CUSTOMER][NEUTRAL] Alright, so on that, what, what should I do again? I mean, it's a lot of steps, but yeah, what should I do? click on.
[CUSTOMER][NEUTRAL] Click on what? I see it, so click on what there?
[AGENT][NEUTRAL] You will click that claim in that that claim number that you're trying to review.
[CUSTOMER][NEUTRAL] OK, well, actually it doesn't let me do that. Let me see, uh.
[CUSTOMER][NEUTRAL] Yeah, when I go over with my mouse, you know, then hmm.
[AGENT][NEUTRAL] Is there something up there that says download documents?
[CUSTOMER][NEUTRAL] Let me do that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I don't, I just see like you said the claims, you know, open claims and then on top of that it says all open process then search claims and then.
[CUSTOMER][NEUTRAL] Let me see hm.
[CUSTOMER][NEUTRAL] So some in document downloads on the one below, download documents.
[CUSTOMER][NEUTRAL] I don't think that's it though because you said that's an old claim that's on the [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Sickness.
[CUSTOMER][NEUTRAL] Yeah, so I don't know, um, you're thinking I should be able to just click on something there on the claim number?
[AGENT][NEUTRAL] Yes, so once you reach the claim number which is the newest claim, which is ending in 8609.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Right, and it's bold, it's bold, it's boldly highlighted, you know, the font.
[AGENT][NEUTRAL] OK. And then once you go.
[CUSTOMER][NEUTRAL] At the top. No, no, I'm I'm asking you. Yeah, it, it's, it's boldly, um, the fine is, you know, you know, dark, so I'm trying to click on that, but nothing, but nothing's, you know, I'm trying to explain to you that way you know that I'm doing it right, but, but some reason it's not.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, nothing's happening, mm.
[AGENT][NEUTRAL] So once you go into that where that claim number is what else is listed up under there? You said it says download documents.
[AGENT][NEUTRAL] Pending all
[CUSTOMER][NEUTRAL] Well, not on that one.
[CUSTOMER][NEUTRAL] No, not on that one. There's two claims, so the one that we're talking about in [PII] is, you know, says my name, you know, insured name, relationship insurer, you know, policy, uh, date received [PII], you know.
[CUSTOMER][NEUTRAL] Um, right.
[CUSTOMER][NEUTRAL] Again, the one below that says download.
[AGENT][NEUTRAL] So it's been in progress?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Does the status state that it's in progress or is it pending?
[CUSTOMER][NEUTRAL] Uh, it says [PII], right.
[AGENT][NEUTRAL] Yes. So as of right now, that claim has not been completely processed, so you may not be able to see any images on that one.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 000 OK well once before maybe I can go on and find my notes there it did let me click on.
[CUSTOMER][NEUTRAL] Well I think what it was is you may maybe I think about it you guys sent me an email.
[CUSTOMER][NEUTRAL] Let me know that my, that you're not, you still needed um some things.
[CUSTOMER][NEGATIVE] Or, or, I can't remember the email for was on this site here let me know that my doctor, not my doctor, but my job hadn't sent the information and I finally got on the right person. They were holding back or something. I had a rogue employee over there wasn't doing it or something.
[CUSTOMER][NEUTRAL] Um, so I'm looking for that one. I thought, isn't there something you click on where you can see, you know, different messages or something?
[AGENT][NEUTRAL] Unless, unless it says download document that will be the document that you would download to review if there's anything that is needed or listed for that claim.
[CUSTOMER][NEUTRAL] OK, so in other words, this is not telling me much that, uh, [PII], um.
[CUSTOMER][POSITIVE] I like to be able to read where we're at, you know, like we're waiting on this or this ain't telling me nothing, you know, so.
[AGENT][NEUTRAL] OK. So the only thing that I can see on here is that we're waiting for medical records.
[CUSTOMER][NEUTRAL] Right, that's what they told me last time that's why I wanted to know. Now I'm gonna drive up to the hospital and ask them what's going on, you know, my doctor. I, but I was trying to save myself time by looking here, but, so in other words, how come I can't see what you're seeing, you know.
[AGENT][NEUTRAL] I'm looking at the claim itself. I'm not looking at the OSC so I'm looking at the claim itself where we processed the claim and it's pending.
[CUSTOMER][NEGATIVE] Negative
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Right, so I guess every time I'm just trying to call you guys because I guess I can't see it, you know, what, what's the point of being in logging online if I can't see what's, you know.
[CUSTOMER][NEUTRAL] Right, I should be able to see what you saw.
[AGENT][NEUTRAL] Well, since it's still, since it's still, since it's not processed, you may not be able to see it. Now once it was complete, then you may be able to see it, but since it's pending for information from for us, you may not be able to receive that or see that.
[AGENT][NEUTRAL] Cause it's not a complete status.
[CUSTOMER][NEUTRAL] OK, so I guess I'll just have to call.
[CUSTOMER][NEUTRAL] OK, so I guess I'll just have to call you guys every time unfortunately and ask if my doctor sent it in yet, is that what you're saying?
[AGENT][NEUTRAL] Yes, because if you hadn't received anything new from us to let you know that we have received it or this claim has been processed, we're still awaiting for that documentation.
[CUSTOMER][NEUTRAL] So what do you mean new from you guys? you mean a email or a text or?
[AGENT][NEUTRAL] Yes, you will receive an email or a text since it is set up for you to receive that, we will inform you that something has been done to that claim, but as of right now it's still in a pending status.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEGATIVE] This is ridiculous. It's been 2 months, you know, I got bills coming in. I'm not trying to come down on you, but this is ridiculous.
[AGENT][NEUTRAL] Yes, so the only, only thing that we can do is like a waiting game cause we're waiting for the information that we've requested.
[CUSTOMER][NEGATIVE] Ridiculous.
[CUSTOMER][NEGATIVE] Yeah, I'll go up to see my doctor now. I, I understand that, you know, and it's just so cumbersome just for me to find that out, you know, there should be a way you can click on here and see what's going on, you know, uh, instead of me having to call you, what's, what's the point of having online, you know, and I'm not, I'm not, and I'm not coming down on you, you know, just you, you get my frustration. I mean, right, too much talk here, right, too much talk, and, and, and, you know, it should be something you can simply click on.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I'm looking for that that thing now.
[CUSTOMER][NEUTRAL] What you guys sent me or maybe I'll find it later and call back. I just wanna know how to get to that page.
[CUSTOMER][NEUTRAL] What you guys sent me last time I think it said let me see here.
[CUSTOMER][NEUTRAL] Yes, um, it says explanation of benefits.
[CUSTOMER][NEUTRAL] Um, I was able to get to that page.
[CUSTOMER][NEUTRAL] And then it says the claim form submitted was incomplete in order for additional consideration to be given your claim, please have your employer, you know, I can't remember how I got to that and I printed it out.
[AGENT][NEUTRAL] Yes, now that one was the previous claim and since that one had denied and we were requesting something that would be the reason why you received that. As of right now, this claim is not denied, it's in pending status.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Right, OK, the explanation of benefits. Where did I, where did I print this from? Um, you guys probably sent me a thing, yeah.
[AGENT][NEUTRAL] So that would have been
[AGENT][NEUTRAL] We either would have sent you one or where I said if the claim is showing processed in the status you then would have been able to download that but since this is not in a process status or complete status you can't download an EOB because it's not one generated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so you suggest, uh, thanks for explaining. So you suggest I go and get, you know, uh, dressed up like I'm about to do and go talk to my physician and see what's going on because they told me last week that they would, uh, you know, she's, oh hey, she called, OK, we got, we got the text and we got the, we got the, um, uh, the facts and we're gonna fax it over to them. So evidently they haven't, right? Is that what you're the lady told me.
[AGENT][NEUTRAL] As of right now, we don't have any of that documentation listed.
[CUSTOMER][NEGATIVE] Yeah, I think they need the medical records. OK, very good. Uh, I'll just go over there now and see what's going on because this is just getting so drawn out. I know you guys mentioned getting 30 days or something like that, but she said she was willing to, to help me out, you know, this is, this is just terrible, you know, terrible. I, I paid, I, I, I, I, I paid for these benefits, you know, and, and then, you know, everybody's dragging, dragging their feet, you know, terrible, so, OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes, I do understand and I apologize for that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, don't ever get sick, you know, APL or anybody else, I'll tell anybody, right, you know, OK, very good. So, so you're saying I did everything correctly on the computer and the reason why I can't highlight it is because there's, you know, now so you're telling me one second.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Log back in
[CUSTOMER][NEUTRAL] Are you telling me?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] I'm trying to let it load up.
[CUSTOMER][NEUTRAL] That the reason why should I be able to click on that claim number uh the one that's in bold or not necessarily?
[AGENT][NEUTRAL] No, if it was complete, you would be able to download.
[AGENT][NEUTRAL] Where it says download document, that would be the EOB that you would be able to download that information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so don't, don't, don't expect to go any further than this page here basically is what what you're telling me, right, right.
[AGENT][NEUTRAL] Yes, unless they download there is by that claim number and you will be able to download that documentation to review that EOB but as of right now, since the status is showing pending, there's no EOB that is generated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, OK, well I'll get on over there and see what's, um, see what's going on. I mean, I guess that's what you suggest evidently my position hasn't afforded over. I think that's what you're trying to tell me. Is that what you're saying, or?
[AGENT][NEUTRAL] Correct, we don't have that information in our system to even review or process that claim.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right, OK, I'll get on over there. So because we gotta get this done. It's ridiculous. Got to get this done, yeah, OK, OK. And employer that was that was rogue. Now my medical doctors are rogue. I mean, you know, this, this is terrible, right? OK. Alright, well I'll get over and see what's going on. I really appreciate it. Now I know how to log in again and should be good to go, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] No, no, that's gonna, you've been a great help there, great help, yeah.
[AGENT][POSITIVE] Thank you and thank you so much for calling American Public Life. Have a great rest of your day and enjoy your weekend.
[CUSTOMER][NEUTRAL] You too now OK bye.
[AGENT][POSITIVE] Thank you bye.