AccountId: 011433970860
ContactId: dd77f496-e2e2-4e98-b611-565dec513436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1751770 ms
Total Talk Time (AGENT): 479956 ms
Total Talk Time (CUSTOMER): 695353 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/2025/06/23/dd77f496-e2e2-4e98-b611-565dec513436_20250623T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. Um, I have an APO, uh, uh, we have an APO, I guess I have APO card ID number. I was trying to, to go online and, and see where I could see claims and stuff like my claims and stuff like that, and I got a no user was found with that information that was entered.
[AGENT][NEUTRAL] OK, you have your policy.
[CUSTOMER][NEUTRAL] And it says if the error persists, please contact you you hm.
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] OK, 025.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] 335.
[AGENT][NEUTRAL] OK, and [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, let's see, yeah, right now it'll be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] Uh, [PII]. My email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so are you at the site right now?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, at [PII].
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll be the insured?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Next. And then did you enter just your last name and your email and date of birth? You don't have to enter the other information.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I, I entered all the information, but you want me to take some of that information out?
[AGENT][NEUTRAL] Um, yeah, let me get the, let me try it myself.
[CUSTOMER][NEUTRAL] I don't I remember creating an account online, so, but who knows, maybe 5, you know, 4 or 5 years ago I did.
[AGENT][NEUTRAL] Yeah, we, everybody had to recreate their account, um, starting a few weeks ago because we've upgraded our site so.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and do you know what um browser you're using? Are you using like Google Chrome or Edge or sorry?
[CUSTOMER][NEUTRAL] Um, um, browser, I believe I'm using Edge.
[AGENT][POSITIVE] OK, yeah, if you can just um just start um from scratch I because I was able to get to the next step so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Let's see here what would be a good place to back this thing up here.
[AGENT][NEUTRAL] I mean just completely get out of it and then if you can get out of it completely.
[CUSTOMER][NEUTRAL] And that is
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Let's do that and we'll just start a whole browser all over.
[CUSTOMER][NEUTRAL] Alright, I'm gonna go to.
[CUSTOMER][NEUTRAL] Or maybe the [PII]
[AGENT][NEUTRAL] Uh, you don't have to enter that. You can just put [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's what I figured, but.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] just leave it there or?
[CUSTOMER][NEUTRAL] Or should I put it in like the where it says the [PII] log in.
[AGENT][NEUTRAL] No, you can just, you can just put the [PII].
[CUSTOMER][NEUTRAL] OK with you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And then
[CUSTOMER][NEUTRAL] Create or log in or forget.
[AGENT][NEUTRAL] Yes, create your OSC account.
[CUSTOMER][NEUTRAL] OK, that's where I was and I'm the insured, correct?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And next, alright, so go ahead and just put in Snyder.
[AGENT][NEUTRAL] And your email
[CUSTOMER][NEUTRAL] What else?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And then your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, what.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, next er.
[CUSTOMER][NEUTRAL] This is where I get before.
[AGENT][NEUTRAL] OK, do you know how to clear your
[CUSTOMER][NEGATIVE] Sign up error.
[AGENT][NEUTRAL] You know how to clear your browsing data.
[CUSTOMER][NEUTRAL] Mm, can you walk me through it real quick, or?
[AGENT][NEUTRAL] Yeah, um, there's, so there should be 3 dots in the upper right hand corner of your screen when you're on that site.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You see the three dots?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, you'll click on that and then go to settings.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then when you're at settings, um, you'll see privacy and security on the left hand side, the 3rd 1 down.
[AGENT][POSITIVE] Absolutely
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm with you.
[AGENT][NEUTRAL] OK, and then from there can you see um clear browsing data at the top?
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And see if you'll click clear browsing data.
[CUSTOMER][POSITIVE] God dang it.
[CUSTOMER][NEUTRAL] You can take away all my passwords for all the other ones that work, aren't you?
[AGENT][NEUTRAL] Well, it should be just cookies and cached images and files.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those are the only ones you need.
[CUSTOMER][NEUTRAL] Clear history
[CUSTOMER][NEUTRAL] OK, so I can pick those manually. OK, clear browsing data and OK, this includes history, passwords, cookies, and more.
[CUSTOMER][NEUTRAL] OK, choose what to clear every time you close a bar choose what to clear, OK.
[CUSTOMER][NEUTRAL] OK, clear browsing data and choose what to clear. I'm not sure when, you know, I got old. Well, there's no.
[AGENT][NEUTRAL] I can you click off of passwords you don't have to clear passwords.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, you can turn it's a matter of fact it's off.
[CUSTOMER][NEGATIVE] Like I feel is turned off site permissions is off all data from previous versions of edges off.
[CUSTOMER][NEUTRAL] And media foundation data is off, but cashed history downloaded history and cookies is checked.
[CUSTOMER][POSITIVE] I think I can agree with that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, that should be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Time range for how long?
[AGENT][NEUTRAL] Um, you put all time, yes.
[CUSTOMER][NEUTRAL] All time?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do do do do do.
[CUSTOMER][NEUTRAL] OK, you can go back and try it again or start a new browser all over again.
[AGENT][POSITIVE] Yes, yeah, we'll go back and, yep.
[CUSTOMER][NEUTRAL] To browser all together uh.
[CUSTOMER][NEUTRAL] To secured.
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, we're back to the create OSC account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that what you want?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Insured next.
[CUSTOMER][NEUTRAL] Snyder.
[CUSTOMER][NEUTRAL] Email address [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Have [PII].
[CUSTOMER][NEUTRAL] And birthday.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Next error same thing.
[AGENT][NEUTRAL] OK, and what does it say?
[CUSTOMER][NEGATIVE] It says sign up error and it says error no user was found with the information that was entered. Please try again if this error persists.
[CUSTOMER][NEUTRAL] Please contact customer support customer service at [PII] and there's a return button.
[CUSTOMER][NEUTRAL] Hmm.
[AGENT][NEUTRAL] OK, and, and just to confirm on my side, [PII], last name?
[AGENT][NEUTRAL] Email [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then birthday [PII]. OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Uh, that's correct.
[AGENT][NEGATIVE] Check one other thing before I get this logged as an error. Um, hold on just a second.
[CUSTOMER][NEUTRAL] I can do a a reboot, you know, this morning.
[CUSTOMER][NEUTRAL] I didn't, I didn't reboot as of this morning, so.
[AGENT][NEGATIVE] Yeah, I don't know why it's not working because it's working on my side. Let me see, hold on just a second.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's gonna be a firewall issue that.
[AGENT][NEUTRAL] I'm getting through on my side. Um, do you have strict firewalls set up with your business or are you at work?
[CUSTOMER][NEUTRAL] Uh, yeah, I, I am at work, yes.
[AGENT][NEUTRAL] Can you try it on your phone? Do you have your cell phone?
[CUSTOMER][NEUTRAL] No, I have not. Yeah, I do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now the phone gets a little bit trickier because it'll send you a verification code and then you've got to get out of that page and then go to your email and.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um let's see here.
[CUSTOMER][NEUTRAL] Oops
[CUSTOMER][NEUTRAL] Uh, how about a Google page.
[CUSTOMER][NEUTRAL] just do the secured.
[AGENT][NEUTRAL] Uh-huh. Same thing, [PII].
[CUSTOMER][POSITIVE] See you [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] Is the [PII] yeah I see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] it's a little bit different. OK, so just go to sign up you think?
[CUSTOMER][NEUTRAL] Or you said that you were able to log in but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You should just, it'd be the same same steps.
[CUSTOMER][NEUTRAL] Yeah, because I get a.
[CUSTOMER][NEUTRAL] I, I get a screen it's got pulled down so it says sign up quote proposal.
[CUSTOMER][NEUTRAL] OK, and in [PII]. Let me go to that page and see what this looks like. No, that's claim status, dang it.
[CUSTOMER][NEUTRAL] I don't want that, I mean.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK, insured.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] J [PII].
[CUSTOMER][NEUTRAL] 267.
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] No, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK thanks I'm here.
[AGENT][NEUTRAL] Did it say error as well?
[CUSTOMER][POSITIVE] Yep, sure did on my phone.
[CUSTOMER][NEUTRAL] user of some information that was.
[AGENT][NEUTRAL] Um, I just sent a verification code to your email. Does it let me through to that step.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you see if you received it? Well, it's not gonna matter cause it's gonna.
[AGENT][NEUTRAL] Oh, yeah, see if you received it.
[CUSTOMER][POSITIVE] And thanks for verifying yeah.
[CUSTOMER][POSITIVE] I did receive it, yes.
[CUSTOMER][NEUTRAL] I do have a code
[AGENT][NEUTRAL] OK, and what's that code?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You want me to verify my email address or?
[AGENT][NEUTRAL] No, let me, um, let me do this real quick. I'm gonna set it up and then you, you can change this after I set it up so let me uh let me try this real quick.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, it should have sent you another verification code if you'll give that to me.
[CUSTOMER][NEUTRAL] Uh, not yet. OK, so you receive it.
[AGENT][NEUTRAL] I'd take just about.
[CUSTOMER][NEUTRAL] Do do do do do.
[CUSTOMER][NEUTRAL] There she is OK.
[CUSTOMER][NEUTRAL] The code is ready.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I've got your account created, um, you can go in and change your password after, um, you log in. Let's see if you can log in successfully though so it's your of course your email address so if you'll just go to log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Start the browser all over. OK, this is that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, log in this time.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Just do the log in? OK.
[CUSTOMER][NEUTRAL] Alright, email address.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII] [PII] alright.
[CUSTOMER][NEUTRAL] Password
[AGENT][NEUTRAL] Password is gonna be all uppercase, so it'll be [PII].
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification is needed and verification code.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To the address OK.
[CUSTOMER][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][POSITIVE] You can now continue. Sweet. Well, what did it do?
[CUSTOMER][NEUTRAL] Where did you go?
[CUSTOMER][NEUTRAL] OK, I'm in a dashboard, uh.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Oh, we're experiencing issue retrieving your data.
[AGENT][NEUTRAL] Well it will at at uh specific times of the day sometimes it could be real busy so um you should be able to if you give it a little bit of time it should be able to pull everything in um and then you can go back and go to your profile and change your password um.
[CUSTOMER][NEUTRAL] Uh, Lord have [PII], yeah.
[CUSTOMER][NEUTRAL] be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But from there you should, you can go to your dashboard, you can file claims that you have, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you have any questions about your policy while we're on the phone?
[CUSTOMER][NEUTRAL] Mm, my, what, what kind of limit, I mean, do I have? Because I know we went to a new insurance, uh, you know.
[CUSTOMER][NEGATIVE] We we changed over from Blue Cross Blue Shield to uh uh community care, and I know I've got a deductible of $5500 automatically right there. And they've been trying to dig into it, but that's throwing everything to.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] You know, it's throwing everything towards that deductible and, you know, and I, I'm starting to stack up a big cha you know, a couple of big charges.
[AGENT][NEUTRAL] So the way this policy works is it's like a gap insurance, so it's kind of like it's secondary to your um primary, who did you say your primary was through Aetna, is that what you said?
[CUSTOMER][NEUTRAL] Um, it's community care.
[AGENT][NEUTRAL] Any care, OK, so.
[AGENT][NEUTRAL] So once when you go to the hospital, if you go to for inpatient or outpatient services, um, once they process your claims, um, community care, then it can be filed with us and we'll pay, and this is not a guarantee of payment, it's a basic outline of your policy for outpatient services, we'll pay 100% up to 3500.
[AGENT][NEUTRAL] of outpatient services.
[AGENT][NEUTRAL] And then we'll also pay um 100% for inpatient services.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] That same dollar amount. So if you ever experienced any, you know, you need to go to the hospital, this is gonna pick up after community care processes the claim. You pay 100% up to that dollar mark.
[CUSTOMER][NEUTRAL] Uh, what's the best way? I, I mean, I, I've given the card to, you know, to, you know, the Saint Francis and the doctors and stuff like that. Should they be doing a filing or, or do I have to refile everything?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, they typically will file for you, um, because you know they'll get paid. So, um, like for instance, the last claim we've got on file for you, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] We just processed the claim for you for
[AGENT][NEUTRAL] And it looks like Data Service 514 2025. Did you go to Taleol Medical Group. Does that sound familiar?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so they filed for you and we paid 36759.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] 367 59 out of 6000.
[CUSTOMER][NEUTRAL] That I'm gonna have over there.
[AGENT][NEUTRAL] Well, they, this one, what we got on that.
[CUSTOMER][NEUTRAL] Mm, that sounds like one I had that that day I had uh.
[CUSTOMER][NEUTRAL] I had 3 services rendered that day. I had 2 different 2 different tests and then I had a colonoscopy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it looks like on this one.
[CUSTOMER][NEUTRAL] So who knows what that one was.
[AGENT][NEUTRAL] This one was for, yeah, it looks like.
[AGENT][NEUTRAL] We picked up what was left over, so they build.
[AGENT][NEUTRAL] 22 and then 482 and what was left over of your portion was 288 and 78 and that's what we paid in full.
[AGENT][NEUTRAL] So that's just, that's just one of them for so you, you will receive these explanations in the mail just be out for the lookout and look out for those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I get a lot of them, but
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I guess I got at least 5 a day, you know, and 9 times out of 10 when I open them, it's, you know, nothing's paid, you know, so I kind of got, I'm getting, you know, a little bit worried and stuff like that and so I haven't been checking them as recently. I'd rather sit and look at each claim one at a time because this one's popping up and I'm starting to get, you know.
[AGENT][NEGATIVE] Yeah, yeah, no.
[CUSTOMER][NEUTRAL] Is there any codes or something like that that that maybe I can tell the the the office guy or the, you know, to not use like I said you do not cover general office visit, you know, but I'm going to a specialist they're still gonna have an office visit so but if it's a, you know, if it's a specialist, he should be able to code it differently, could he not?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] So if it, it, so an office visit is an office visit, so it's not really any way to code it differently if that's the services that are being rendered because this, this um policy picks up when you're in outpatient hospital services if you, let me look at what else you have.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] But if mine, if mine is $5500 and yours 3500 I got $2000 sitting there.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] You know, I may have to come up with out of pocket.
[AGENT][NEUTRAL] Yeah, um, it looks like, so treatment in the physician's office is covered, but just not the actual office visit itself.
[AGENT][NEUTRAL] So, yeah, so, and then it covers everything in the hospital. So outpatient hospital services, inpatient hospital services, um, like diagnostic testing, um, durable medical equipment if you ever need that, um, ER urgent care facility.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, all of that's under that benefit of 3500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, it would, if you have a, if you have a deductible of 5500, yes, that would be $2000 left over that you would have to be out of pocket.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I think that's right now that's, I think that's all that I'm gonna go into in regards to that. I wanna start looking at these claims a little bit closer individually myself to make sure that I, you know, I can't guarantee that this doctor's filed the ATL or not, you know, so.
[AGENT][NEUTRAL] Yeah, and then did you write down your password just in case?
[CUSTOMER][NEUTRAL] I guess I.
[CUSTOMER][NEUTRAL] Uh, no, what was it again? It was uh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I, I know something [PII].
[AGENT][NEUTRAL] OK, yes, APL, so just it's APL all caps, and then 12345 exclamation. Just wanted you to have that just in case, you know, if it kicks you out or something, you can get back in and then when you, you can change your password.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, take care of me for right now.
[AGENT][NEUTRAL] OK. Anything else I can help with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Mm bye.