AccountId: 011433970860
ContactId: e6ccb748-e5a4-4cfd-9b99-1182ccd78e12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2367020 ms
Total Talk Time (AGENT): 479713 ms
Total Talk Time (CUSTOMER): 875547 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e6ccb748-e5a4-4cfd-9b99-1182ccd78e12_20250502T18:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, to look up one of my claims, what do you need from me?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm sorry, the phone is breaking up. You said you're checking on your claim.
[CUSTOMER][NEUTRAL] You want
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So you need the claim number?
[AGENT][NEUTRAL] Oh, I'm sorry. May I have your name?
[AGENT][NEGATIVE] I the phone was breaking up.
[CUSTOMER][NEGATIVE] Shameful.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 0245.
[CUSTOMER][NEUTRAL] 962 6
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you, and the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you with your claim?
[CUSTOMER][NEGATIVE] Well, I don't know. I, I, I file, I sent in what you guys asked me to send in an itemized statement, but now I got something back in the mail and it, it's saying that I, I didn't provide the right information or something. I'm not sure what you're asking me here. I don't know what else I can get from the doctor's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look at the claim. Hold on one moment.
[AGENT][NEUTRAL] OK, so it's saying that the diagnosis is missing. So let me see what was received. Hold on one second.
[AGENT][NEUTRAL] OK, so the itemized bill that we received is an itemized bill, but this is your patient bill. So the coding on here is just, it just shows us the treatment you received and how much you paid for it, but we need to know why, which is the diagnosis. So, is this a hospital? Hold on, medical bill.
[AGENT][NEUTRAL] So we just need, um, you would just reach out to the provider, this customer service number here.
[AGENT][NEUTRAL] And um ask them for an itemized bill or a universal bill for this date of service. What date of service is this? [PII].
[CUSTOMER][NEUTRAL] Yeah, I did that, and then I sent it to you. What they, what they gave me, I sent it to you.
[AGENT][NEUTRAL] So if you like,
[CUSTOMER][NEUTRAL] To, to, you know.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] If you'd like, I can give this.
[AGENT][NEUTRAL] Let me see if this is something the this has explanation of benefits, but I can give this customer service number a call and and try to see if I can get someone to answer what's needed.
[CUSTOMER][NEUTRAL] You, you would for me I would really appreciate it because I don't know what you're asking for. I don't understand that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, is it alright if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support, press 4 for provider support, press 5. Thank you.
[CUSTOMER][NEUTRAL] You are currently caller number 5 waiting to speak with a representative. The estimated hold time is currently 1 minute. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller number 4 waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller number 3, waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller number 3, waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller #2, waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from [PII]. Um, we're an insurance company, we have a mutual patient and I'm trying to get a copy of the, um, I don't know if y'all use UBO4s or the itemized bill. Um, he presented his patient copy, but we need the diagnosis code so we can process the claim.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What's that member ID?
[AGENT][NEUTRAL] Um, let me see. I have his with us. Hold on, let me see if I see it on here.
[AGENT][NEUTRAL] Medicare ID.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] On the on y'all's explanation of benefits, where would the member ID be? I'm looking at the top, like I've never worked with this one before. There's a claim ID.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] You know what
[AGENT][NEUTRAL] Oh, I see insured ID 681-755-801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm still here with you, Mr. [PII]. She's looking at your policy or your um chart now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And what's your date of birth? Uh, what's his date of birth? [PII].
[CUSTOMER][POSITIVE] Perfect and then I'm sorry ma'am how can I assist you today?
[AGENT][NEUTRAL] So I'm, we're, I'm calling on behalf of his insurance company. We're trying to process a claim for him. We just need the itemized bill. I don't know if y'all use UBO4s or if you have like itemized bills, but
[AGENT][NEUTRAL] We have his version with the CPT codes. We need the diagnosis codes, the CPT codes, and the charges.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So all we would provide here at the claims department is the explanation of benefits after it processes the UBO4 or the HICA 1500 would come the provider would have that.
[AGENT][NEUTRAL] OK, so how would I
[AGENT][NEUTRAL] Wait, so are you his insurance company or you're the provider?
[CUSTOMER][NEUTRAL] We did the claim we're the claims department for his medical plan here.
[AGENT][NEUTRAL] OK, so what's the number for the provider? I guess that's who I'm trying to reach because this was just the number on the explanation of benefits.
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] I, I wouldn't, I don't know.
[CUSTOMER][NEUTRAL] I, I don't know.
[AGENT][POSITIVE] OK, I'll see if he has it. Thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] So, so are you looking for the hospital that did the work? Is that the number you're looking for?
[AGENT][NEUTRAL] Wherever, yes, wherever you got the services done.
[CUSTOMER][NEUTRAL] Just give me a second I'll get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This should be part [PII]. This should be.
[CUSTOMER][NEUTRAL] Let me make sure I get the right number here.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] This is the wrong one.
[CUSTOMER][NEUTRAL] OK, it's 952.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 993
[CUSTOMER][NEUTRAL] 7672.
[AGENT][NEUTRAL] OK, hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] You have reached Park Nicklet Clinic and Methodist Hospital Patient Financial Services. We recognize that wait times have been longer across many areas of our organization. We apologize for any inconvenience this may cause, and we thank you for your patience. Our team members are working very hard to get to your call and provide you the best service possible. Your kindness is greatly appreciated.
[CUSTOMER][NEUTRAL] Please select one of the following options. If you're a patient or a guarantor calling about your account, press 1. If you're an insurance company representative calling in regard to a Park Nicklet clinic account, press 2. If you're an insurance company representative calling in regard to a Methodist Hospital account, press 3. If you're an attorney calling about a bill, press 4.
[CUSTOMER][POSITIVE] This call may be monitored or recorded for quality assurance and training purposes. We recognize that wait times have been longer across many areas of our organization. We apologize for any inconvenience this may cause, and we thank you for your patience. Our team members are working very hard to get to your call and provide you the best service possible. Your kindness is greatly appreciated.
[CUSTOMER][NEUTRAL] Thank you for your continued patience. We are currently experiencing a high volume of calls. We may be able to provide you with the answers you need at [PII] without waiting on hold. To repeat this information, press [PII] at any time. To pay your bill without logging into your health partner's account, go to [PII].
[CUSTOMER][NEUTRAL] You can also pay your bill, set up a payment plan, or learn more about financial assistance by signing into your account at [PII].
[CUSTOMER][NEUTRAL] You can view, print, and save your paperless billing by enrolling in e-statements. Go to [PII], where you can set your preference to electronic statements. Go to [PII] and search for e-statements to be directed to log on or create a MyHealthPartners account where you can set your preference to electronic statements. To repeat this information, please press 9. If you'd like to continue holding for a representative, please remain on the line.
[CUSTOMER][POSITIVE] Our hold times may be longer than usual. We're working to provide the best possible service. Your kindness is appreciated.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thanks so much for holding. I apologize for that wait. I held all that time and then they came to the line and hung up on me. So I'm getting ready to call back, OK?
[CUSTOMER][NEUTRAL] Yeah, thank you. You, you are being more impatient.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, you're very welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] You have reached Park Nicklet Clinic and Methodist Hospital Patient Financial Services. We recognize that wait times have been longer across many areas of our organization. We apologize for any inconvenience this may cause, and we thank you for your patience. Our team members are working very hard to get to your call and provide you the best service possible. Your kindness is greatly appreciated.
[CUSTOMER][NEUTRAL] Please select one of the following options. If you're a patient or a guarantor calling about your account, press 1. If you're an insurance company representative calling in regard to a Park Nicklet clinic account, press 2. If you're an insurance company representative calling in regard to a Methodist Hospital account, press 3.
[CUSTOMER][POSITIVE] If you're an attorney calling about a bill, this call may be monitored or recorded for quality assurance and training purposes. We recognize that wait times have been longer across many areas of our organization. We apologize for any inconvenience this may cause, and we thank you for your patience. Our team members are working very hard to get to your call and provide you the best service possible. Your kindness is greatly appreciated.
[CUSTOMER][POSITIVE] We appreciate your patience. All representatives are still busy assisting other callers. Please remain on the line and your call will be answered by the next available representative.
[CUSTOMER][NEUTRAL] Thank you for your continued patience. We are currently experiencing a high volume of calls. We may be able to provide you with the answers you need at [PII] without waiting on hold. To repeat this information, press 9 at any time. To pay your bill without logging into your health partner's account, go to [PII].
[CUSTOMER][NEUTRAL] You can also pay your bill, set up a payment plan, or learn more about financial assistance by signing into your account at [PII].
[CUSTOMER][NEUTRAL] You can view, print, and save your paperless billing by enrolling in e-statements. Go to [PII], where you can set your preference to electronic statements. Go to [PII] and search for e-statements to be directed to log on or create a My HealthPartners account where you can set your preference to electronic statements. To repeat this information, please press 9. If you'd like to continue holding for a representative, please remain on the line.
[CUSTOMER][POSITIVE] Our hold times may be longer than usual. We're working to provide the best possible service. Your kindness is appreciated.
[CUSTOMER][NEUTRAL] Thank you for your continued patience. We are currently experiencing a high volume of calls. We may be able to provide you with the answers you need at [PII] without waiting on hold. To repeat this information, press 9 at any time. To pay your bill without logging into your health partner's account, go to [PII].
[CUSTOMER][NEUTRAL] You can also pay your bill, set up a payment plan, or learn more about financial assistance by signing into your account at [PII].
[CUSTOMER][NEUTRAL] You can view, print, and save your paperless billing by enrolling in e-statements. Go to [PII], where you can set your preference to electronic statements. Go to [PII] and search for e-statements to be directed to log on or create a My HealthPartners account where you can set your preference to electronic statements. To repeat this information, please press 9. If you'd like to continue holding for a representative, please remain on the line.
[CUSTOMER][NEUTRAL] For calling Patient Financial Services. My name is [PII]. Can I get your name?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from American Public Life. How are you?
[CUSTOMER][POSITIVE] I'm doing well, yourself?
[AGENT][NEUTRAL] I'm doing well. Um, we have a mutual patient. He's on the line as well. I'm just trying to get a copy of, I don't know if y'all use the UBO4 or the um 1500. We just need the itemized bill with diagnosis, procedure, and charges.
[CUSTOMER][NEUTRAL] OK, um, what is the patient's last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII], P L 00 N.
[AGENT][NEUTRAL] Go ahead, Mr. [PII].
[CUSTOMER][NEUTRAL] P L 00 S.
[CUSTOMER][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said POOF.
[CUSTOMER][NEUTRAL] No, P L 00 F. Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Alright, there we go. What date of service are you are you needing?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] There we go. OK, and you said you're, you're an insurance company?
[AGENT][NEUTRAL] Yes, we are his insurance company, um, American Public Life.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, because I'm showing, uh, who's, um, Mr. [PII], who's um in Innova Care?
[CUSTOMER][NEUTRAL] That's who the cards are that I, that I paid to get or that they sent me.
[CUSTOMER][NEUTRAL] OK, so, OK, um, what is a good, um, address to send these to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and the zip zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, can I just verify um what is the member ID number?
[AGENT][NEUTRAL] For our policy or that's on this explanation of benefits?
[CUSTOMER][NEUTRAL] Oh, just a second. Yeah, for no, for your policy.
[AGENT][NEUTRAL] 2459626
[CUSTOMER][NEUTRAL] 2459626.
[AGENT][NEUTRAL] Yes, you may also see 68, you may also see 681-755-801.
[CUSTOMER][NEUTRAL] OK, yeah, because we don't have.
[CUSTOMER][NEUTRAL] OK, that's the one I have. Should I have both of them on there or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can use the 2459626. He can file it with Business Workers of America or he can file it with us. The 681-7 number is for Business Workers of America. I'm with APL, which is who he filed the claim with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. No, I'll send it over to you guys. um, OK, and is there a good like uh customer service phone number?
[AGENT][NEUTRAL] Yes, our phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect alright I will get this um in our system and I will get this sent over right away.
[AGENT][POSITIVE] Alrighty, thank you very much. And it has a diagnosis cos on it?
[CUSTOMER][POSITIVE] Yep, it'll have all that on there, yeah, correct.
[AGENT][POSITIVE] All right, thank you so much. And what was your name?
[CUSTOMER][NEUTRAL] Yeah, yes, you will. My name is [PII].
[AGENT][POSITIVE] Oh, and I had that right there on my notes. I'm sorry, [PII], thank you.
[CUSTOMER][POSITIVE] No, no worries, yes, you too have a good day.
[AGENT][NEUTRAL] All right, you also.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Alright, Mr. [PII], um, so [PII].
[CUSTOMER][NEUTRAL] So that.
[CUSTOMER][NEUTRAL] Yeah, go ahead, you talk.
[AGENT][NEUTRAL] So [PII] is faxing that or mailing the um itemized billing over to us with the diagnosis codes. As soon as we receive it, we'll go ahead and continue processing the denied claim and then you'll receive a new decision.
[CUSTOMER][NEUTRAL] OK, we'll see what happens I guess.
[AGENT][POSITIVE] Alrighty. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much for your patience.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] You know, I do have
[CUSTOMER][NEUTRAL] I, I do have other bills that um cause I had to go to a retina center. Um, do you have any record of receiving them? It looks like you guys did because they adjusted, they, they say they had an insurance adjustment, but, um,
[CUSTOMER][NEUTRAL] Is that all that they cover, is they just adjust the amount, you think, or, or do I do some of these or?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Like, so these explanation of benefits, if they say the medical bill repricer, then yes, they went to the repricing to get like discounts or see if there's a way they can kind of knock that balance down. um, but I can take a look at your claims and see what other claims, well, this is the only claim we've processed.
[CUSTOMER][NEGATIVE] It probably is because I, I think they sent it, but I don't know who they sent it to, that the whole system kind of confuses me. I, I, I don't quite understand how this whole system works. I mean, it used to be you'd mail, you know, the, the hospital or whoever would send the bill to the insurance company and, you know, you'd find out what your portion was, and they'd take care of the rest, but now, this is so different, while they're doing this. I, I've never experienced this before.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yes, it's definitely different and it's very, it's, it's challenging even for us, um, given the benefits. So if you have any questions or anything, don't hesitate to give us a call because that's what we're here for.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, OK, but now how do I get the, how, OK. Obviously, somebody has looked at these, but it obviously it wasn't you, because you're the one that probably pays the, you know, so do I have to call the other, the other the number that's on my card and talk to them and get them submitted to them somehow? That's what the process is here and then they go to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, it depends. If you, so you are um with Business Workers of America. So either you can file your claim with them, which is that [PII] number she was saying she saw, you can file your claim with them or you can file it with APL. Now, for them, I don't know how their process works, but for APL, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We really just recommend for you to give your policy number and our phone number, you know, when they ask you for your insurance information, so they can just go ahead and bill us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause this one, this one looks like it's for the anesthesiologist, you know, cause they, they do that. Um, actually, there's two for the anesthesiologist, it looks like, because there was 2 surgeries, one, because it's cataract surgery, so it was one for each eye. So I had 2 different times I went in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So there's two anesthesiologists bills, and then there was, uh, there's one for the, uh, retina center, um, because they wanted to check cause I'm diabetic, they wanted my retinas checked before I wouldn't have the surgery done. So that's, that's what basically it is, it's, there's 3 bills here, one for a retina check on my eyes and then the two anesthesiologists.
[AGENT][NEUTRAL] Well, you can, um, there's no timely filing limit, so you can still file the claim with us, um, you can mail it, you can fax it, or you can upload it to the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, who, who would I mail it to?
[AGENT][NEUTRAL] Um, this is [PII] and our mailing address, um, let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh, is it OK, is the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, that's right, yeah, [PII].
[AGENT][POSITIVE] Yes, mhm, that's correct.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But now, would I use the same claim number on them that they or what kind of a number would I put on them?
[AGENT][NEUTRAL] So, no, it's not the same claim number. So, um, if you'd like, I can email you the claim form.
[AGENT][NEUTRAL] Um, the hospital indemnity claim form, so you would fill that out and then if you want to print it and mail it, um, you would just mail it to that mailing address and we'll go ahead and process the claim. Um, your policy number.
[AGENT][NEUTRAL] Is the 245.
[CUSTOMER][NEUTRAL] Oh, use my policy number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be great if you could email it you got my email address, right?
[AGENT][NEUTRAL] Let me double check. I believe we do. Hold on one moment, just.
[AGENT][NEUTRAL] OK, it's [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right, so I'll go ahead and email you the um hospital indemnity claim form, and then um once you fill it out and mail it to us, um, it's usually about 7 to 15 business days from the day we receive it, that the claim should be back to you.
[AGENT][NEGATIVE] Unless there's a delay of some time.
[CUSTOMER][NEUTRAL] OK, um, one.
[CUSTOMER][NEUTRAL] OK, and then, yeah, that's fine. Um, one other question now, can I put them both in one envelope? And do I need, or do I need a separate claim number for the retina center?
[CUSTOMER][NEUTRAL] Or will one claim form work for all three of these?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um, if it's the same, yeah, one claim form will work for all of them. They'll be able to break it down when they get the um documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because, you know, the two of them are gonna come there bear Nicollet, of course, I'd say anesthesiologs, but then the other one will be from a retina center. They can all go in the same envelope though? OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, it's your preference. You can mail it together or you can send it separately. Either way, we'll we'll process it.
[CUSTOMER][NEUTRAL] All right, thank you so much. I, I feel like I'm getting a little clarity how this works because I've been really bummed out here so.
[AGENT][POSITIVE] Well, I'm so glad I could assist you.
[CUSTOMER][NEUTRAL] OK, um, I'll get that sent out and.
[CUSTOMER][NEUTRAL] Yeah, well, you're the 11 of you, somebody, I feel like I finally got somebody that's helping me because so many of it seems like I just get blown off. I don't know why, but it just, uh, and maybe it's me that's not asking the right questions or something, so.
[AGENT][POSITIVE] Well, anytime you need help, you definitely give us a call, OK?
[CUSTOMER][POSITIVE] Thank you so much. You
[CUSTOMER][POSITIVE] Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] Thank you. You also, Mr. [PII] and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Well, that'll take care of it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, have a great weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep bye.
[AGENT][NEUTRAL] OK.