AccountId: 011433970860
ContactId: f17bef03-d5fd-4689-a17a-0dfade652e46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1575140 ms
Total Talk Time (AGENT): 562570 ms
Total Talk Time (CUSTOMER): 681378 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f17bef03-d5fd-4689-a17a-0dfade652e46_20250116T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to find out about filing a claim please.
[AGENT][NEUTRAL] OK, can I help you with your name?
[CUSTOMER][NEUTRAL] Name is [PII].
[AGENT][NEUTRAL] And [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 02564450.
[AGENT][NEUTRAL] OK, and what's a good phone number uh for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, gonna verify the information, some information with you, and then we can proceed with your answering your question, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you can verify your date of birth, mailing address for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Would be [PII].
[AGENT][NEUTRAL] OK, thanks [PII] for that and you said that you wanted assistance filing a claim?
[CUSTOMER][NEGATIVE] Yeah, I've actually got a claim that I've just got the stuff from our on the insurance app it. I, I was hospitalized on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was, I was seen for my large intestine being in, being infected.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And bleeding
[AGENT][NEUTRAL] OK, so we did process that claim and we requested additional information.
[AGENT][NEUTRAL] Um, from you, uh, we requested a copy of your major medical explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who is your major medical insurance carrier?
[CUSTOMER][NEUTRAL] It is with uh hold on a minute let me put you on speaker hold on.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or I can look it up on my phone here we just got all this redone a while back it would be my ally the insurance it's uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a side company of all state with Aetna.
[AGENT][NEUTRAL] OK. All right. And so since our policy, the APL policy is secondary, uh, we would need the explanation of benefits from that, your primary carrier.
[AGENT][NEUTRAL] Uh, that matches the date of service which would be [PII].
[CUSTOMER][NEUTRAL] Well, I have got them. I, they're on the app.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But can I download them off or do y'all need original copies?
[AGENT][NEUTRAL] It could be a copy.
[CUSTOMER][NEUTRAL] OK, now do I need all of that because there's uh there's a lot of explanations.
[AGENT][NEUTRAL] Yeah, so we're specifically, I mean.
[CUSTOMER][NEUTRAL] If that makes any sense.
[AGENT][NEUTRAL] Yeah, I, I understand. Sometimes they'll put more than one date of service or one service for, you know, for like the hospital, the doctor's charge on one EOB for the same date, and that's fine. Just make sure that the information for your uh hospital stay at Mountain Lakes Medical Center.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, just make sure that it reflects on that explanation, any amounts applied towards the deductible.
[AGENT][NEUTRAL] Co-insurance and or co-pay amounts.
[CUSTOMER][NEUTRAL] OK, hold on, man. I'm gonna pull this up for you. I'm gonna talk to you because I'm gonna tell you.
[AGENT][NEUTRAL] You're gonna log on to the site?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind.
[AGENT][NEUTRAL] I don't mind.
[CUSTOMER][NEUTRAL] Let me get to.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah I can hear you.
[CUSTOMER][NEUTRAL] OK, it's not doing it right now, so I'm gonna have to go back to it, but I got a question. Do y'all just need uh.
[CUSTOMER][NEUTRAL] Do you just need the top part of it or do you need it all because like I said.
[CUSTOMER][NEUTRAL] They get it all broke down and I've kind of went through it and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean I wasn't sure that if y'all needed all that or not.
[AGENT][NEUTRAL] So specifically we need to show it needs to show a charge for date of service [PII].
[AGENT][NEUTRAL] It needs to show the Mountain Lakes Medical Center name on that document.
[AGENT][NEGATIVE] It needs to show the total charge.
[AGENT][NEUTRAL] Uh, of that of that hospital stay?
[AGENT][NEUTRAL] And it's gonna be a lot of columns on the the form, uh, the columns that we're interested in would be the deductible column, the co-insurance column, and the co-payment column.
[AGENT][NEUTRAL] So just make sure the document has that information visible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From the hos for the hospital, um, stay.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that's pretty much all y'all need is just the explanation of benefits and that's it.
[AGENT][NEUTRAL] Uh, there is, well, it also stated on your ELB from APL that we need the diagnosis code. So the reason that you had to be admitted to the hospital, that would be your diagnosis code.
[CUSTOMER][NEUTRAL] And now the diagnostic code would be on the EOB correct?
[AGENT][NEUTRAL] It's usually not on the ELB um you would more than likely contact Mountain Lakes Medical Center billing department.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I can give you a form to request that has the diagnosis code on it. So you may want to write this information down.
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So you're gonna request this form. It's uh the uni it's you as in university.
[AGENT][NEUTRAL] B as in boy.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 04. So you're gonna request the UB 04 form.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And that document should have the.
[CUSTOMER][NEUTRAL] And they ought to be able to give me that.
[AGENT][NEUTRAL] Diagnosis on there.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So they should be able to uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me that crack.
[AGENT][NEUTRAL] Correct, just let them know that you're needing to submit that information to your insurance company and request that specific form and you should be OK.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] And you can send that in as well to APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and that's just pretty much all the other tools that I need correct.
[AGENT][NEUTRAL] Yeah, those are the two documents that we we need.
[AGENT][NEUTRAL] To, uh, complete the process for the hospital claim you sent us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Alright, if you wait a minute, I'm just sitting here and I'm re coming up with a
[CUSTOMER][NEUTRAL] New password to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me the insurance things.
[AGENT][NEUTRAL] OK, no rush.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEGATIVE] You're not going
[CUSTOMER][NEUTRAL] need that.
[CUSTOMER][NEUTRAL] What you want.
[CUSTOMER][NEUTRAL] That's OK to you.
[CUSTOMER][NEUTRAL] So I know you know they ain't.
[CUSTOMER][NEUTRAL] All right, so that you.
[CUSTOMER][NEUTRAL] Look for. Yeah.
[CUSTOMER][NEUTRAL] For the
[AGENT][NEUTRAL] Across the top it should say explanation of benefits.
[CUSTOMER][NEUTRAL] Alright, there.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at the explanation of benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's got the pharmacy code. It's got the other codes of bill has been, it's got the date of service of [PII]. It's got the billing, it's got the uh la. It's got the health plan paid member copay.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I mean I was just gonna take a picture.
[CUSTOMER][NEUTRAL] Of it off of my phone but.
[CUSTOMER][NEUTRAL] It's just yeah.
[CUSTOMER][NEUTRAL] Like a whole line. It's got like uh.
[CUSTOMER][NEUTRAL] Let's see, the top part was 1, then I got the revenue code on 2, then revenue code on 3.
[CUSTOMER][NEUTRAL] Do I need to download all that?
[AGENT][NEUTRAL] OK, so you're looking for the explanation of benefits. Do you see that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you said that you, you show the build amount. What's the build amount on the document for the Mountain Lakes Medical Center charge? How much is it?
[CUSTOMER][NEUTRAL] And I'm on it.
[CUSTOMER][NEUTRAL] Mm, the bill amount.
[CUSTOMER][POSITIVE] For the day the service was 100 and no that's for the pharmacy. The pharmacy was the top.
[AGENT][NEUTRAL] Yeah, the house
[AGENT][NEUTRAL] Mhm. Look for the medical.
[CUSTOMER][NEUTRAL] OK, let me go down through here.
[AGENT][NEUTRAL] Yeah, look for the hospital. uh.
[CUSTOMER][NEUTRAL] For [PII]
[AGENT][NEUTRAL] For Mountain Lake, look for the Mountain Lake Medical Center.
[AGENT][NEUTRAL] I'm showing that I'm showing the charge was $14,012.76 was a total total charge.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Core.
[AGENT][NEUTRAL] OK. And so.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] You see that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the doc.
[CUSTOMER][NEUTRAL] If I go down all the way to the end of it, it shows on the bill amount here on [PII] it shows 1919 $1,992.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the member responsibility for me would be $272.39.
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] The health plan and everything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What column, the amount that it says you owe, is that amount in the deductible column?
[AGENT][NEUTRAL] The co-insurance column?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Or co-pay column.
[CUSTOMER][NEUTRAL] That's just at the end of the date of service.
[AGENT][NEUTRAL] OK, are you looking at the explanation of benefits or are you looking at the itemized bill?
[CUSTOMER][NEUTRAL] Yeah, I'm up here. I am looking at it from Mountain Lake.
[CUSTOMER][NEUTRAL] Medical center, but.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] What are you looking, I'm sorry.
[CUSTOMER][NEUTRAL] They got so, they got so many codes.
[AGENT][NEUTRAL] OK, but is it the explanation of benefits that you're looking at?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The explanation, the cost, the cost breakdown.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For this.
[CUSTOMER][NEUTRAL] With $13,190.76 allowed amount 2,23357 plan paid $963.
[CUSTOMER][NEUTRAL] And 18 cents, members copay with $500 members responsibility is $772.39.
[AGENT][NEUTRAL] OK, so you show a $500 fee under the copay. Uh, do you see like a deductible column on there as well?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's the.
[CUSTOMER][NEUTRAL] Well, I guess that'd be somewhere in the.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, explanation of benefits correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What did you say it was again?
[AGENT][NEUTRAL] Um, there should be a column entitled that the it's, it's a deductible column, and then another column that says co-insurance.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I go down there, they got me on.
[AGENT][NEUTRAL] And are you looking at the charge for Mountain Lakes Medical Center? Because the document that you sent to us before, it shows a total charge of $14,12.76.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Now that was what happened was that company that I worked for they.
[CUSTOMER][NEUTRAL] The mountain lake when they took my when they took my insurance card, they wrote the number down wrong or something and they filed it with my old insurance that was with Aetna.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's the old of what they ran it through. They did run it through correct. They ran it through my old insurance company Aetna at first, if that makes any sense.
[AGENT][NEUTRAL] OK, um, because let me see, let me see who we have listed as your primary insurance or your major medical insurance company.
[AGENT][NEUTRAL] I'm showing major medical carrier Aetna admin by Allied.
[AGENT][NEUTRAL] Administered by Allied.
[CUSTOMER][POSITIVE] Correct, that is, that's what I'm looking on now, yeah.
[AGENT][NEUTRAL] OK, OK. All right.
[AGENT][NEUTRAL] All right, because what you, what you send.
[CUSTOMER][POSITIVE] We are correct about that.
[AGENT][NEUTRAL] OK, great. So what you send us has to match.
[AGENT][NEUTRAL] What you sent us previously, it should show 14,1276 as the charge, the total charge.
[AGENT][NEGATIVE] But it sounds like what you're looking at gives a different total charge.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But I'm looking at the explanation of benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Then it's for
[CUSTOMER][NEUTRAL] I mean like I said, there's so.
[CUSTOMER][NEGATIVE] They broke it down for everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Everything that you had done for that day on that date of service.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I was in there like a day and a like a day and a half.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they just broke down every everything I'm looking at here is.
[CUSTOMER][NEGATIVE] It's all broke down.
[AGENT][NEUTRAL] How many pages is it?
[CUSTOMER][NEUTRAL] And that's why I'm asking if the explanation of benefits if you need all of this breakdown.
[CUSTOMER][NEUTRAL] Because if I did it that way, then I would have to have the.
[AGENT][NEUTRAL] Only
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I was gonna say only if it relates to the Mountain Lakes Medical Center charge, because that's what you sent us for payment or reimbursement.
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If there are other charges on that uh document that you're looking at that's related.
[AGENT][NEUTRAL] To this data service I mean you could send it in, we can review it to see if there's any uh other possible benefits that are available for the inpatient stay.
[CUSTOMER][NEUTRAL] I just need uh.
[CUSTOMER][NEUTRAL] I just need the let's see the date of now they got me on the data service.
[CUSTOMER][NEUTRAL] Here
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And this is for the emergency or this is for the code for the emergency room and everything that I'm looking at and the date of service on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is now this one here is build amount.
[CUSTOMER][NEUTRAL] Of 16,000.
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] And allowed amount was $225 and help plan pay $225.
[CUSTOMER][NEGATIVE] See that's just don't what don't make no sense to me was that they got all this broke down so I'm gonna have to find a way to get this all.
[CUSTOMER][NEGATIVE] Printed off and sent to y'all because I don't know really what y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Need
[AGENT][NEUTRAL] Mhm. Understood.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They're like you can get all that.
[AGENT][NEUTRAL] Now, now, are you, so.
[AGENT][NEUTRAL] Are you able to take a photocopy of that and then upload it like you uploaded the other claim for the other claim?
[CUSTOMER][POSITIVE] Yeah, I can, I can take a selfie.
[CUSTOMER][NEUTRAL] Of every section I guess and then send it to y'all I can do it that way.
[AGENT][NEUTRAL] OK. Just make sure that it.
[CUSTOMER][NEUTRAL] Because it's like the first like where it says at the top the explanation of benefits, OK, I open it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's got a review code of number one and this is just for the pharmacy and it's got another code.
[CUSTOMER][NEUTRAL] Like it's got 1234567. Let me see we all way down to the end here. It's got 33 revenue codes.
[CUSTOMER][NEUTRAL] Should I take pictures of all them codes and send them to y'all?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, the whole page, not just the codes, but the entire page.
[CUSTOMER][NEUTRAL] I don't know if the selfie would let me do this because it's all.
[CUSTOMER][NEUTRAL] You gotta roll it down.
[AGENT][NEUTRAL] Is there any way that you can download it?
[CUSTOMER][NEGATIVE] You can't get the whole.
[AGENT][NEUTRAL] Do you have a computer?
[CUSTOMER][NEUTRAL] I got one at work. I'm gonna try it at work and see if I can get it all printed off and run it on a fax machine and just fax it over to y'all.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, that's a good idea.
[CUSTOMER][NEUTRAL] Uh, is there a code that I need to put on each paper that I faxed?
[AGENT][NEUTRAL] When you say a code, what do you mean?
[CUSTOMER][NEUTRAL] Well, do I need to put something on each sheet though.
[CUSTOMER][NEUTRAL] To where y'all know that it's me in, in other words.
[AGENT][NEUTRAL] OK, so any time you submit a claim you should complete an APL claim form.
[AGENT][NEUTRAL] And I can email you a claim form if you would like me to.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] And that and that information is going to have your name, your demographic information it's gonna ask you for your policy number as well, the number that you gave me, so that that's how we'll connect it to your file by the policy number.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that prepared for you real quick.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then it's just like last.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's just like last time I just take, I just download all them pictures on to it and just send it to y'all.
[AGENT][NEUTRAL] Correct, make sure they're legible.
[AGENT][NEUTRAL] When you know, after you download it, make sure that we are able to, to read, you know, the document.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now if I can't download them from off this app from off this medical app, can I, like I said, can I just take selfies of each section and just send them to y'all? OK.
[AGENT][NEUTRAL] You can, you can, you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, but they all got to be eligible.
[AGENT][NEUTRAL] Legible
[CUSTOMER][NEUTRAL] You gotta be able to read them pretty much.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, and let me get the claim form sent emailed to you real quick because I wanna make sure that you do receive it.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] I am going to send it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was the only email years ago that would take.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I actually tried everything and everything I put in, it was taken.
[CUSTOMER][NEUTRAL] So I just kept it for all these years.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I just sent that to you. Give it a few minutes and then.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yep, I had this guy [PII]. Yeah, [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, and make sure you're able to open the PD make sure you're able to able to open the PDF document, please.
[CUSTOMER][NEUTRAL] OK, I will.
[CUSTOMER][NEUTRAL] OK, hold on me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says it downloading.
[CUSTOMER][POSITIVE] Yep I got it all right here.
[AGENT][POSITIVE] Very good.
[AGENT][NEUTRAL] So just uh upload that complete that form, sign it, date it.
[CUSTOMER][NEUTRAL] And forms and everything.
[AGENT][NEUTRAL] Um, and upload it with the the EOBs that you're gonna send over to us.
[CUSTOMER][NEUTRAL] OK, now is there a link that I can get on to do that?
[AGENT][NEUTRAL] Uh huh so it appears that you already have an account set up because your last claim you submitted it.
[AGENT][NEUTRAL] Via the online service center.
[AGENT][NEUTRAL] And you've already created an account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That was when I cut my hand years ago.
[CUSTOMER][NEUTRAL] Uh, OK, so I just.
[AGENT][NEUTRAL] Now this is, you know, this, this is for the, this is for the [PII] claim that you sent.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see where where you uploaded that claim.
[CUSTOMER][NEUTRAL] OK, so I just log back in and do it all that way.
[AGENT][POSITIVE] Yes, correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Alrighty, I, I will get it done.
[AGENT][NEUTRAL] All [PII]. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All righty. Thank
[CUSTOMER][NEUTRAL] Hey, is, is there an extension that I can get for you in case I run into a problem?
[AGENT][NEUTRAL] So our calls come through a general queue. So unfortunately there's not a direct line. Um, if you would like to speak with me, just ask for [PII] and if I'm available they can, you know, get me get you transferred and if not, uh, we document each of our codes and anybody can assist you just, you know, kind of reading the previous notes.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. OK. Thank you, ma'am.
[AGENT][NEUTRAL] In our on your files.
[AGENT][POSITIVE] All right. Thank you for calling APL Mr. [PII], [PII]. If no other questions, have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh-huh thank you bye bye.
[AGENT][NEUTRAL] bye bye