AccountId: 011433970860
ContactId: db0d5d45-1a8d-4f9d-9d00-fb8ef7213805
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2149550 ms
Total Talk Time (AGENT): 783296 ms
Total Talk Time (CUSTOMER): 672102 ms
Interruptions: 15
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/db0d5d45-1a8d-4f9d-9d00-fb8ef7213805_20250421T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from 90 Degree Benefits, and we have a group TRC that has an employees on COBRA and has some claims denied because he wasn't up to date on his COBRA payments. Uh, he is currently paid to [PII], so I was wondering if we could go ahead and have those claims reprocessed.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have that please, ma'am.
[CUSTOMER][NEUTRAL] I have a social
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] go ahead.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK sorry [PII].
[AGENT][POSITIVE] Thank you. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the group name is TRC correct?
[CUSTOMER][NEUTRAL] TRC, yes ma'am.
[AGENT][NEUTRAL] To your, to your 6th athlete.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I found over here.
[AGENT][NEUTRAL] Alright, what is the name of the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I, I think I found Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's do a quick verification. Do you by chance have Mr. [PII]'s, uh, date of birth and address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And his address is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wonderful. OK, let's see, and his claims were denied now I will say we, uh, me being in customer service, we cannot, we do not have any access to, you know, to be able to see any kind of claims information but give me just one moment, let me see, um, what do I got here?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], or sorry, how are you tied to TRC again?
[CUSTOMER][NEUTRAL] We are the co administrator for uh TRC.
[AGENT][NEUTRAL] Cobra administrator. OK, wonderful. Alright, so what I'm going to do if you don't mind, let me see if I can get someone on the phone who can better assist us and uh you won't have to get to the verification and I'll let him know that I have verified the information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment, Mr. [PII].
[CUSTOMER][POSITIVE] All right, thanks, [PII].
[AGENT][NEUTRAL] You're welcome. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Well, well, well.
[AGENT][NEUTRAL] I thought like
[AGENT][NEUTRAL] Oh my genies.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I should go to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That start all the way over.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh my goodness gracious, that not that be the right one.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Wow, this is [PII]. Hey, so how are you doing?
[CUSTOMER][POSITIVE] Hey, I'm good. I just got a call that just blew my brain, but yeah, I'm good. Thank you. And you?
[AGENT][POSITIVE] Oh God bless you. Well, I had sat on hold forever with the care team, so I went to dental cause everybody was available there and it rolled back to you all apparently.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Yeah, the queue was closed, so we're the.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, I see that.
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] All right, miss. So you OK? You ready or you need a minute to take a deep breath?
[CUSTOMER][POSITIVE] Uh, I'm good. I, I'm ready. Uh, let me Uaa.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't make me laugh. It hurts to laugh.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] It's good. Oh my goodness, I don't want her to send the wrong information again, and I keep telling her what she needs and she keeps changing my, my wording, so I'm like, oh please, just, uh, yeah, it's like you wanted to get it resolved, but I guess they don't, but it's fine. OK, so what do you got? What policy number do you have?
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] There you go, you ready?
[AGENT][NEUTRAL] OK, I have policy number 2316266.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, now, this is big. [PII], my poor voices. I'm going to the doctor tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Music. I hope you get better.
[AGENT][POSITIVE] I hope, anyway, this is big. Oh God, pick.
[AGENT][NEUTRAL] And I have the Cobra administrator on the phone.
[CUSTOMER][NEUTRAL] B, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, did you verify any information with [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I did, well, I didn't verify information with, well, I verified his date of birth and address. I didn't even think that I'm so good, gosh.
[AGENT][NEGATIVE] I even pulled up [PII] and didn't ask for any information.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Help me [PII], oh my [PII].
[CUSTOMER][NEUTRAL] OK. Uh, what is she calling about? What is Mrs. [PII] calling about?
[AGENT][NEUTRAL] She just wants to get his, his claims got denied because he wasn't paid current and now he's paid and she wants to get his claims run back through reprocessed.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] I may not even have to transfer if you can see them and and I don't know what needs to be done. I have no idea.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, do you see on your end, uh, that they are cut up or you cannot see that?
[AGENT][NEUTRAL] Can I see what?
[CUSTOMER][NEUTRAL] Do you know if, um, in your end, do you see that this group is up to date or this number is up to date or no?
[AGENT][NEUTRAL] Well, I see he's paid to 427 25. She says she got him or he is paid, you know, current on his policy.
[AGENT][NEUTRAL] Yeah, I can see that on his policy.
[CUSTOMER][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] And you said it's a big, so let me pull the history of payment. One moment, uh where's the paper?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And she said he's on oh it is, there is a, well, I don't see anything about Cobra O'Neal.
[CUSTOMER][NEUTRAL] premium.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, let me check and see.
[AGENT][NEUTRAL] Oh, OK, mostly.
[CUSTOMER][NEUTRAL] Yeah, because we cannot really process unless we get that report saying that he's up to date.
[CUSTOMER][NEUTRAL] Um, it's just gonna be pending until we receive report. Yeah, it is, we cannot just do it over the phone and get a permission over the phone or anything like that. Um, let's see. And what is the date of service? Let me go to the date of service again.
[AGENT][NEUTRAL] I said, will I report
[CUSTOMER][NEUTRAL] So it's gonna be more than likely this one.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] A C L W.
[CUSTOMER][NEUTRAL] [PII] do do do do do do do do.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] You know what's an E on the remit remit date?
[AGENT][NEUTRAL] Do what there?
[CUSTOMER][NEUTRAL] On the payment history, do you know what's an E?
[AGENT][NEUTRAL] And BQPHI?
[CUSTOMER][NEUTRAL] And CO L L W.
[AGENT][NEUTRAL] COL.
[AGENT][NEUTRAL] Oh, I don't even know that screen.
[CUSTOMER][NEUTRAL] C O L L W. Oh, OK, it's the weekly premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I don't know what that screen. I don't know that I've ever even been to that screen for now.
[CUSTOMER][NEUTRAL] Um, yeah, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's fine. Um, let me see if I got any notes because, yeah, uh, we cannot just process just because they call us. Uh, it has to be on the report. Uh, let's see. Let me see if I got any notes.
[AGENT][NEUTRAL] OK, so give me just go back to her and tell her that it'll get reprocessed.
[AGENT][NEUTRAL] Um, what's it so?
[CUSTOMER][NEUTRAL] Once we receive the report indicating he's up to date, yeah, that, that's basically it. Mhm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, dear, let's just do that. OK.
[AGENT][NEGATIVE] If I get tongue tied, I may have to IM you say tell me what to say again because my head is so stopped up. I can't even think. All right, there, I'm going back to, I'm hanging up on you now. Bye.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It's OK. I understand.
[CUSTOMER][POSITIVE] OK. Have a good day. Bye-bye.
[AGENT][NEGATIVE] You too dear. Bye.
[AGENT][NEUTRAL] OK, Ms. [PII], this is still [PII]. I'm sorry to keep you on hold so long. Um, it took me, um, OK, so they reviewed it and what it is was big, we'll get a report letting us know.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] That he has been paid current and what that has done in the the uh.
[AGENT][NEUTRAL] The claim will be reprocessed.
[AGENT][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] OK, so what, uh, well, what do you show him as paid to?
[AGENT][NEUTRAL] Um, right now I show him it's paid to 427, but it has to come through on that, I think it's a weekly report. They were telling me that comes through.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once that's received, then it will be reprocessed.
[CUSTOMER][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] OK, may I speak with, uh, let's see what is her name?
[CUSTOMER][NEUTRAL] Um, uh, uh, may I speak with, uh, is it billing?
[AGENT][NEUTRAL] Billing, OK, let me see if I can get somebody over there for you. Give me one second. You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I, oh, did I get anybody?
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer service.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you look at a policy with me and Ms. [PII], who's the COR administrator with
[AGENT][NEUTRAL] Um, if it's in the card. OK, the policy number is 231.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 62666.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 23162.
[AGENT][NEUTRAL] 66. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I verify Mr. [PII]'s date of birth and address.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Anything to verify anything with Ms. [PII] on her behalf, but she's just trying to get his claims reprocessed, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I've already talked with them and [PII], I mean, not [PII] in the care team and they said that once they get the
[AGENT][NEGATIVE] Shit, don't say get see, I can't even say um.
[AGENT][NEUTRAL] The weekly report showing that he has been paid up to date.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then they can rerun the claim and she just said, oh, can I speak to somebody in billing?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I was like, OK, I don't.
[CUSTOMER][NEUTRAL] Um, well, what is she, what is, I don't know what, what is she?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] She wants to get his claim reprocessed, but I told her, you know what Billing, what, uh, care team told me that they cannot reprocess it until uh.
[CUSTOMER][NEUTRAL] What, so with it being big.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The weekly report comes in showing that it's been
[AGENT][NEUTRAL] Paid, even though I can see that it's been.
[CUSTOMER][NEUTRAL] What week is it? I wonder.
[AGENT][NEUTRAL] I don't know. I don't know.
[CUSTOMER][NEUTRAL] Like what's the data?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if so can tell me.
[CUSTOMER][NEUTRAL] I don't know much about that. I don't know when those reports come in because it looks like it was posted on [PII], which was Thursday, so I'm not sure. I, I don't know about those reports or when they come in or who gets them to show that.
[AGENT][NEUTRAL] I, uh, right, I'm thinking, you know, that's customer actual, we'll say policy services because we're all customer service, but um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm thinking policy services.
[CUSTOMER][NEUTRAL] I wonder if [PII] might know.
[AGENT][NEUTRAL] Well, I actually went to her for.
[CUSTOMER][NEUTRAL] She works back. I wonder if she would know. Oh, you did?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Well, it, well, she got a missed call, but I mean, you know, she may have been running to her phone trying to get it, um, because that's happened to me millions of times or many times and put that way. OK, the data service is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, the, um, March premiums were posted it looks like um on the [PII], the March along with the April, um, from what it looks like here anyways, um, so I don't I don't know what the.
[CUSTOMER][NEGATIVE] I don't know that I can give her what she needs because I don't really understand what.
[AGENT][NEGATIVE] I will stay on the phone with you cause I don't even, if we can just put her on here, I don't even know what to do with her because I told her what they told me and, you know, care tell me she just automatically wanted billing. You think it's [PII] she wants?
[CUSTOMER][NEUTRAL] She needs or where that come.
[CUSTOMER][NEUTRAL] It's probably I mean [PII] works big she posts big premium so I don't know um.
[CUSTOMER][NEUTRAL] I don't really know um I guess we can get her on the phone and and see if she can I guess tell us what she needs we may end up having to have somebody call her back.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let's see I'm a I ammeter.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you take a call from
[AGENT][NEUTRAL] From [PII], what her name was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Oh [PII], help me the big.
[AGENT][NEUTRAL] Cobra oh my [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, so you're checking it, but I don't mean nothing.
[AGENT][NEGATIVE] I don't have time I don't see IMs pop up, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What what did you say?
[AGENT][NEGATIVE] I said I don't even have time see IMs pop up.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] But if you're just busy doing around, you know, and you're just.
[AGENT][NEUTRAL] kind of come down and you're like, whatever, you know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'll be waiting for an email somebody tell me.
[CUSTOMER][NEUTRAL] Well hopefully she'll see it if she don't see it um we might have to just get this lady's number, OK, because I'm not I mean I can tell her that we posted it, but if she's wanting some kind of report I don't know where to get that from.
[AGENT][NEUTRAL] She sees I see the.
[AGENT][NEUTRAL] OK, she's saying it but she's not replying.
[AGENT][NEUTRAL] [PII] that needs to go through the queue unless she is specifically asking for me.
[CUSTOMER][NEUTRAL] I know if Carry might can.
[CUSTOMER][NEUTRAL] OK, I would.
[CUSTOMER][NEUTRAL] Oh my gosh, OK.
[AGENT][NEUTRAL] Let me put her on the phone with both of us.
[CUSTOMER][NEUTRAL] Well, it technically did go through the queue and she missed it, but anyway, that's go ahead, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And maybe between the two of us, we can, I don't, I don't know where she walked from us. I mean, we can't.
[AGENT][NEUTRAL] Oh, now she's asking me for a policy number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Carry that is.
[AGENT][NEUTRAL] Um, 231-6266.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's just get her on the phone and that way I can uh we, we'll, we'll do a, uh, I'll do a hub to, to carry once we're done.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK. Hold on.
[AGENT][NEGATIVE] Oh God, now she's ask me what's your question? Why don't I just just kill him.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] now that the policy is paid.
[AGENT][NEUTRAL] Current
[AGENT][NEUTRAL] I've already
[AGENT][NEUTRAL] She, I don't know what to tell [PII]. I've.
[AGENT][NEUTRAL] I've already.
[AGENT][NEUTRAL] Then try already tried to send.
[AGENT][NEUTRAL] So what is it care team?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, and then she.
[AGENT][NEUTRAL] For asking, not asking, ask for billing.
[AGENT][NEUTRAL] That would go to claims, which they get a report with premium has posted. I tried to tell her that.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] I don't know how long it takes for them to get that report though surely I mean I would think it would be at least overnight. I mean what.
[CUSTOMER][NEUTRAL] I, I think what we need to do is check with claims and tell them that we've posted the premium and ask them if they can reprocess the claim. I I don't know what else to do.
[CUSTOMER][NEUTRAL] And they should be able to see that on their side though, you know.
[AGENT][NEUTRAL] Yeah, well, I tried to even go to claims, of course.
[CUSTOMER][NEUTRAL] Claims, I, I wonder who did you talk to in care team?
[AGENT][NEUTRAL] Um, so, well, so just tell me the exact same thing [PII] just told me.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Uh, that they would go to claims, uh, which they get, which they get a report when premium has been posted to reprocess any outstanding claims. And that's exactly what sold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Care team is supposed to do claims.
[CUSTOMER][NEUTRAL] So I don't know why she couldn't
[CUSTOMER][NEUTRAL] OK. So,
[AGENT][NEUTRAL] She said care team needs to handle it then. No customer service or billing can do to. See, I don't know this back and forth and all over the place. OK, I'm just gonna go, all right, let me, uh, I'm just gonna tell her I'm going to take her name and number and send an all call email.
[CUSTOMER][NEUTRAL] That's what I would do, uh, there, there's something like that because I, I know the back and forth is crazy but I, I agree. I think it's a claims issue because you know we've posted the premium and they should be able to see that on their side.
[AGENT][NEUTRAL] A climbing there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] That's what I would do just get her name and number and tell her that we need to research it and then we're gonna have someone reach out to her as soon as possible with some more information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, dear, I will. Thank you so much. I appreciate it.
[CUSTOMER][POSITIVE] No problem [PII] I'm sorry.
[AGENT][NEUTRAL] Oh, you're fine. I didn't know what you could do any more than I could do when she asked for billing. I'm like.
[CUSTOMER][NEUTRAL] I know, I know sometimes, I know sometimes it's just talking it out helps but I know.
[AGENT][NEUTRAL] It's showing its head and just.
[AGENT][NEUTRAL] But anyway, all right, darling, let me get back to her. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, bye.
[AGENT][NEUTRAL] OK, Ms. [PII], it's still [PII].
[AGENT][NEUTRAL] Um, are you there?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] Alright, what I'm gonna have to do because billing saying, you know, he's paid current we see that, you know that he's paid the 427-2025, but until claims get their report and claims telling them that this policy has been paid current they won't touch it. They have to wait until that report comes in then once they get it and it states that he is paid current.
[AGENT][NEUTRAL] They will go back then and reprocess the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Who's the manager of your uh.
[CUSTOMER][NEUTRAL] Premium depart not premium is I'm try, I tried to find that um.
[AGENT][NEUTRAL] OK, let's see if my supervisors available.
[CUSTOMER][POSITIVE] Yes, thank you, the premium department, not just the premium department would be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think she's pretty much got a few areas covered.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Check with make sure before I.
[AGENT][NEUTRAL] OK, let's try Ms [PII] now.
[AGENT][NEUTRAL] If she's in a meeting and she's in the call of course.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to speak with whoever receives the premium file from BIC.
[CUSTOMER][NEGATIVE] Uh, they just need to reload or something that shows that he's paid to 54 because there's no way that he can be paid to [PII] or where whenever you said because.
[CUSTOMER][NEUTRAL] His premiums that we received was from March to May, not to April, so I mean it was just one file that you all should have received from March he paid March through May. I mean.
[CUSTOMER][NEUTRAL] It shouldn't say April because that's midway of March, I mean to to March.
[AGENT][NEUTRAL] OK, see, I'm not sure what I, I don't work big, so there may be more to it than what I'm seeing, um, let me see.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you are the COR admin for BIC, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, but we're heavily breathing.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Oh my my mama.
[AGENT][NEGATIVE] I don't know where you live, but in [PII], the pollen is so bad.
[CUSTOMER][NEUTRAL] Yeah, we're [PII], so we're same way, same with you.
[AGENT][NEUTRAL] OK, yes, you are.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You'd think the rain last night would have washed it away, but I don't think it did.
[AGENT][NEUTRAL] I don't think we got any rain over here. We may get it after you, you know, um.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK, so I'm transferring you to my supervisor now. Let me find her extension that went out.
[CUSTOMER][POSITIVE] OK. All right, thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Alright, here we go.
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] Hope you get feeling better.
[AGENT][POSITIVE] Thank you, dear. Oh my goodness sake, put the right number.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Good morning. I've been on this call with this lady, bless her. I don't know how long we've been on the call, but for a while. And uh,
[AGENT][NEUTRAL] Both billing and care team have told me the same thing. She wants to rerun the the claims on this policy.
[AGENT][NEGATIVE] Now that he is paid, you know, and I told her what they both told me, they have to wait till they get that weekly report. And now she has moved on to wanting a supervisor. I'm like, oh my gosh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so did she say what week it was for?
[AGENT][NEUTRAL] Um, let's see, so gave me a, a date, uh,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So said I asked, do you have a data source? she said [PII].
[AGENT][NEUTRAL] If that's what you're asking the date of service.
[CUSTOMER][NEUTRAL] OK. And the like the collection week, did she mention what week?
[CUSTOMER][NEUTRAL] It was for 3:18. Hold on, let me see if I can find that week.
[AGENT][NEGATIVE] No, she did not.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] You said the service date was [PII]?
[AGENT][NEUTRAL] That's what soul gave me when I IMed her, asked her, does she know of a service that? she said 3:18.
[CUSTOMER][NEUTRAL] OK, it looks like we posted it on.
[CUSTOMER][NEUTRAL] Thursday.
[CUSTOMER][NEUTRAL] For that week.
[CUSTOMER][NEUTRAL] And COLLW I see that we posted 317 through 323, so there shouldn't be any reason why.
[CUSTOMER][NEUTRAL] We can't process the payment or the uh claim if that's what.
[AGENT][NEUTRAL] The claim
[AGENT][NEUTRAL] Well, the way they worded to me in both billing well first care team and then billing was that until they get, I say they um some claims gets a report.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Who did you talk to in um billing?
[AGENT][NEUTRAL] Uh, carry.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] I don't know what report.
[AGENT][NEUTRAL] When she and I where I am and.
[CUSTOMER][NEUTRAL] I'm wondering if we should pull in.
[CUSTOMER][NEUTRAL] Someone from claims pull so back in to provide more detail because it looks like we posted that week.
[AGENT][NEUTRAL] I don't know. I just know I've been on the phone. She's just not accepting that it has to wait until they receive a report.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] A weekly report, you know, and I
[AGENT][NEUTRAL] I don't work billing, so you know, I don't.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't know what to tell her, uh, you know.
[AGENT][NEUTRAL] Billing it the, you know, big.
[CUSTOMER][NEUTRAL] C7.
[AGENT][NEUTRAL] It's a, it's a whole different.
[CUSTOMER][NEUTRAL] Good morning. Good morning. So we're calling about that um policy that big policy 231-626-6.
[CUSTOMER][NEUTRAL] Uh huh. So is there an outstanding claim that she's calling about?
[CUSTOMER][NEUTRAL] Um, yes, uh, [PII] says she overlooked it and she's gonna preprocess. OK, so she is gonna, uh, because I'm like I think based on the premium that's been posted on Thursday it looks like we have premium for the week.
[CUSTOMER][NEUTRAL] That she's calling about, yeah, I saw that once I hang up with [PII] and so I sent her a message and I told her if she already received the reprocess, uh, request, and she said, oh, I, I'll go ahead and get a reprocess so I. OK, so she's gonna get it processed today.
[AGENT][NEUTRAL] I just see your I am when you said that, so.
[CUSTOMER][POSITIVE] Thank you. OK, she just wanted to speak to a supervisor. I just wanted to make sure I fully understood before I talked to her. So sorry, yeah, but yeah, [PII] is gonna reproceed. She just said perfect. Thank you so much. You're welcome. You're welcome. Have a good day. Yeah, um, [PII], if you wanna go ahead and transfer her.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, [PII] bless you. OK. All right. I hope it just, thank you.
[CUSTOMER][POSITIVE] Thank you.