AccountId: 011433970860
ContactId: f85d699a-2cfb-4b37-a778-9910c149e7fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2079800 ms
Total Talk Time (AGENT): 336615 ms
Total Talk Time (CUSTOMER): 940003 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/f85d699a-2cfb-4b37-a778-9910c149e7fb_20250206T20:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], it's [PII]. How are you doing today?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you. Got a question for you. I have an insured on the line. It's policy number 639-063, Mr. [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] He's [PII]. Anyway.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] He has been submitting claims for us as you can see forever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now his provider is telling him that he needs an authorization form from us to be able to send the claim information to him.
[CUSTOMER][NEUTRAL] So he can submit the claims. Have you ever heard of that?
[AGENT][NEUTRAL] So he's needing the authorization from us in order for them to send the claims to us?
[CUSTOMER][NEUTRAL] Yeah, an authorization that.
[CUSTOMER][NEUTRAL] It it doesn't make sense to me. We can.
[AGENT][NEUTRAL] No, I haven't heard of that.
[CUSTOMER][NEGATIVE] I haven't either and I don't know what to tell him. I mean, they're telling him they can't send him the information anymore.
[AGENT][NEUTRAL] Yeah, I have not heard of that before.
[AGENT][NEUTRAL] And he's giving them consent. Usually if they let he provide our information to them and give them consent to file the claims on his behalf, they can file it to us, but we don't send any authorization to them to file the claim to us directly.
[CUSTOMER][NEUTRAL] Mm mm so what he's wanting is for them to send him the information because he says there's, you know, um, we need more information than just the claim information.
[CUSTOMER][NEUTRAL] You know, when he sends in a claim.
[CUSTOMER][NEUTRAL] And so he wants to get the information from them so that he can get all the information together and then get send it to us.
[AGENT][NEUTRAL] So he's just trying to get, he's just trying, he's not wanting them to file a claim with us. He's just trying to get the information from them to file it, for him to file a claim with us instead.
[CUSTOMER][NEUTRAL] Right, but they're telling him that they have to get an authorization form from us to be able to send it to him.
[AGENT][NEUTRAL] No, I definitely have not heard of that before then.
[CUSTOMER][NEUTRAL] OK. Can you talk to Mr. [PII] and
[CUSTOMER][NEUTRAL] Cause I told him I had not heard of him.
[AGENT][NEUTRAL] I can talk to him. All I can tell him, yeah, I haven't heard of that. All I, yeah, you can send it to me. I'm just pretty much gonna tell him that he is, he, yeah, the same thing, yeah, yeah, the same thing.
[CUSTOMER][NEUTRAL] The same thing.
[AGENT][NEUTRAL] Yeah, I'm gonna tell him the the same thing.
[CUSTOMER][NEUTRAL] But bless his heart, what if they're not gonna give him that information?
[AGENT][NEUTRAL] I mean, the only other thing we can do is conference call with them and talk to them and let them know what type of coverage it is. I mean, uh, that's the only thing that I can probably suggest is conference call with the provider to clarify exactly what they're telling him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, if you don't mind talking to Mr. [PII], see if you can.
[CUSTOMER][POSITIVE] Figure it out cause he's really concerned. I, I mean, he's just the sweetest he could be in [PII], I'm like, let's help them all we can. Let's start.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I see in the notes that we have providers calling to check eligibility, so I'm just curious. Hmm, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[AGENT][NEUTRAL] You've already verified his information?
[CUSTOMER][NEUTRAL] I have now his uh the callback number in the system is his home number. Now he's calling from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you, [PII], let me get him on the line. I appreciate it.
[CUSTOMER][NEUTRAL] Mr. [PII].
[CUSTOMER][POSITIVE] Yes. Thank you for your patience. Um, I have [PII] in our cancer department. She's going to um talk with you further and see what we can do for you, OK? Oh my goodness. We're gonna try to get you taken care of.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Hi, hello, Mr. [PII], this is [PII].
[AGENT][NEUTRAL] And [PII] had explained to me you had, you were trying to obtain some billing from a particular provider.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] I want, I need for file with American public life for me to file. I need
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Billing statement and the codes, and they can't give that to me without permission from you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Normally, the provider, they wouldn't have any issue with, as long as you, as the patient is requesting for us to send the claim information to you directly. Do you by chance have their their contact number? So maybe I can conference call to get
[AGENT][NEUTRAL] Clarity exactly what they're needing cause normally, as long as you as a patient is requesting that information, there shouldn't be no issue for them to provide that information to you directly. We wouldn't give consent. It will be your consent to to request that information as a patient from them.
[CUSTOMER][NEUTRAL] The billing department number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat it back to you. That's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the name of the provider?
[CUSTOMER][NEUTRAL] And I'm
[AGENT][NEUTRAL] What's the name of the, the, what's the name of the billing?
[CUSTOMER][NEUTRAL] It's the billing for uh surgeries that I had on [PII] and [PII].
[AGENT][NEUTRAL] Who was, who was
[CUSTOMER][NEUTRAL] was at Turnova Turkey Creek.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I am going to get them on the line. Give me one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Business offices.
[CUSTOMER][POSITIVE] Thank you for your patience. Please continue to hold for the next available representative.
[CUSTOMER][POSITIVE] Good afternoon. Hospital billing department. This is [PII]. With whom do I have the pleasure of speaking with today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and I'm calling with American Public Life Insurance Company, and I have one of your patients on the line, Mr. [PII], and he's trying to just get some assistance with requesting some itemized billing from you, and I'm just trying to assist him.
[CUSTOMER][POSITIVE] OK, yeah, we can definitely take a look into this. Give me one second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, your name on my birthday, my first name is [PII]. It may be in your records as [PII]. Birth date [PII].
[CUSTOMER][POSITIVE] Thank you very much, sir. Give me one second here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] And what hospital were you seen at, sir?
[CUSTOMER][NEUTRAL] Turkey turn over Turkey Creek.
[CUSTOMER][NEUTRAL] And I'm sorry, it's because I was typing up some some notes. Do you happen to have an account number to refer to at all or no?
[CUSTOMER][NEUTRAL] My account number with American Public Life is 00639063.
[CUSTOMER][NEUTRAL] No, no, not that one, this would be for the hospital, but if you don't have the hospital account number that's perfectly fine, um, can I get your date of birth one more time please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And last name you said was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Now while I get everything pulled up here, uh, Mr. [PII], um, I just have a quick question for, for the rep here with, uh, American Public Life. I'm sorry, your name one more time?
[AGENT][NEUTRAL] [PII] and that's spelled [PII]
[CUSTOMER][NEUTRAL] Thank you so much. OK, so just for verification purpose, I'm gonna ask Mr. [PII], uh, for an authorization, uh, statement real quick. Mr. [PII], you're OK with discussing your personal identifying information with your representative, uh, [PII] from American Public Life Insurance on the line?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK perfect just wanna make sure we get that confirmed here and what was the date of service that we're looking for?
[CUSTOMER][NEUTRAL] [PII], and [PII].
[CUSTOMER][NEUTRAL] Same type surgery, same hospital, same doctor.
[CUSTOMER][NEUTRAL] For 30 years or so, I have filed my insurance directly with American Public Life.
[CUSTOMER][NEUTRAL] And now
[CUSTOMER][NEUTRAL] I can't get any information from a.
[CUSTOMER][NEUTRAL] The building office at [PII].
[CUSTOMER][NEUTRAL] By my own claims.
[CUSTOMER][NEUTRAL] No, I mean there should be no problem at all whatsoever, um, as long as we're able to locate the account we can definitely go ahead and help you out. Only one thing I need here real quick, uh, well actually just two last things here for you is if you can please verify the last four of your social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your complete mailing address, please. [PII].
[CUSTOMER][NEUTRAL] Thank you very much. OK, sir, so let's take a look at this. Let me go ahead and bring up both accounts. I found the first one here for [PII] and then let me get the one for January, and that way I can go ahead and get both itemized bills downloaded and I can email them to you. Is that OK or did you want me to request them to be mailed, which may take a little bit more time but I can do that if you like. You can just email it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd here. Now that has all the codes and itemized billing statement, right?
[AGENT][NEUTRAL] Yeah, we'll need the itemized bill that provides the procedure codes and diagnosis codes if you could provide that to him.
[CUSTOMER][NEGATIVE] It won't
[CUSTOMER][NEUTRAL] So then you're looking for a UBO4.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, the UBO4 we would only be able to send to you all that we are not able to provide to the patients. We have the itemized bills which gives everything exactly the same minus the codes. Why is this different than what it's been for the last 30-40 years?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You send it to me when I ask it and I've been on the phone an hour or an hour and 15-20 minutes trying to get a statement from you folks to so so I can handle my own affairs.
[CUSTOMER][NEGATIVE] I'm getting a little angry.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I understand your frustration, Mr. [PII], but unfortunately those documents I'm not too sure how they were able to send them to you personally in the past, but as far as from what I've been here working with the office, the UBO4 is a form that is used to send to the insurance so they can process your claims. We have an itemized bill which is the version that we can provide to you which gives you the detailed charges. It just does not have the code that the insurance uses.
[AGENT][NEUTRAL] OK, so on the
[CUSTOMER][NEUTRAL] Now, if you would like us to send it to the insurance, I can send it to Dina.
[AGENT][NEUTRAL] Sure, if you can send it to us.
[CUSTOMER][NEGATIVE] Oh dear.
[CUSTOMER][NEGATIVE] This is completely contrary to what I've done for 30, 40 years with you folks.
[CUSTOMER][NEGATIVE] No I don't understand.
[AGENT][NEUTRAL] Is the itemized billing?
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] I'm sorry, go ahead. Is the itemized billing that you can provide to Mr. [PII], does it provide, um, does it at least provide the procedure that was performed?
[CUSTOMER][NEUTRAL] Yeah, it'll give a detailed listing of of the of the different charges. Everything that was charged for the total services rendered is gonna be on there with the total charges. It just doesn't have those codes from the UBO4, um, then I have to then I have to send all the information that American Public Life requires separately from what you send. How why that can get all mixed up.
[AGENT][NEUTRAL] On the itemized billing?
[CUSTOMER][NEUTRAL] So that that's what I'm saying is what we can do to help you with that is the UBO4 that they would need to process a claim.
[CUSTOMER][NEUTRAL] Um, I can download it and I can send that on your behalf to them. I can fax that over or email it over to [PII] while we're on the phone that way she gets the form that you're asking for right away. I just can't send it to you, but I can send it directly to her.
[CUSTOMER][NEUTRAL] She's with the insurance.
[CUSTOMER][NEUTRAL] This way you already have that taken care of. If you would like a copy of the detailed charges, then I can get you an itemized bill, but I don't, I don't mind helping you get that that UBO4 sent over to her so they can process that.
[CUSTOMER][NEUTRAL] Send it to her and then I'll send the send it to her then and I'll send the rest of the information.
[CUSTOMER][NEUTRAL] A by email.
[CUSTOMER][NEUTRAL] To dinner
[CUSTOMER][NEUTRAL] that I have to file with American public life.
[CUSTOMER][NEUTRAL] This is crazy when.
[CUSTOMER][NEUTRAL] Just, just have a few questions here um.
[CUSTOMER][NEUTRAL] So, uh, Dia, these these questions for you here, so.
[CUSTOMER][NEUTRAL] For the you before you're needing, are y'all needing that to like uh reimburse, um, Mr. [PII] or anything like that because I mean, oh, OK, that's what I wanna make, so it's kind of like a supplemental policy.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] It is, yes, it's a, he has a cancer indemnity policy with us.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEGATIVE] And yeah, because I showed you all as a payer on the account, I just didn't see that you all paid, but the [PII] had a zero balance, so that's why it was throwing me off a little bit.
[CUSTOMER][POSITIVE] Alright then let me get to work on doing my part here for you and the one on [PII] [PII] has been paid.
[CUSTOMER][NEUTRAL] Yeah, that one has a zero balance, yes sir, that one's all cleared.
[CUSTOMER][NEUTRAL] OK, in other words, American public life has already paid me for that one.
[CUSTOMER][NEUTRAL] Mm, well, I, I can't confirm that. I all I know is that this was billed to your AARP plan.
[CUSTOMER][NEUTRAL] And then, um, but I mean I, I'm still gonna go ahead and download it and I'll send that over and then um you know I'm guessing that from that point you can go over with him and see if you all paid out that claim portion or not, right?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, we can review it at that time.
[AGENT][NEUTRAL] Is there any way you can fax it to us or is email the only option? OK. If you can fax it to us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, I can send it by fax if that's better.
[AGENT][NEUTRAL] Our fax is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry I wasn't quite ready, but
[AGENT][NEUTRAL] And, OK, I'm sorry, I can give it to you. Just let me know when you're ready.
[AGENT][NEUTRAL] And, and also his policy number, if you can reference his policy number and I can give that to you as well.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Is 1877.
[AGENT][NEUTRAL] 365 9423.
[AGENT][NEUTRAL] And then the policy number with us is 639-063.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Uh, alright, you're all gonna hear some silence. I'm sorry about that. It's gonna be a little bit of a lengthy process because I gotta get into one system, but I'm right here, so if you have any questions at all, um, just call out to me and give me just a few moments to come off of mute, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, thank you.
[CUSTOMER][POSITIVE] Thank you [PII], do I need to um.
[CUSTOMER][NEUTRAL] In corresponding with you, send it directly to you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The information other information forms that I have.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm having him send it by fax so it'd be any, any of any of us can pull here in our office can pull access it. It won't be just directly sent to me once he fax it.
[CUSTOMER][NEUTRAL] OK, I'll just send it to American public life.
[CUSTOMER][NEUTRAL] [PII], are you still on?
[AGENT][NEUTRAL] Yes, I'm still here.
[AGENT][NEUTRAL] I have not left you. I am still here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] This is all very strange.
[CUSTOMER][POSITIVE] [PII], let me just add this. Through the years, American public life has been wonderful in providing financial assistance beyond my regular United Health policy, and I'm very grateful for it. I took it out uh years ago when I, long before I retired.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[AGENT][POSITIVE] Well, I am glad that we could be of assistance to you.
[CUSTOMER][POSITIVE] You've been wonderful financially and all the correspondence and all the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, at American Public Life, and I'm very, very grateful for your kindness and your financial help.
[AGENT][POSITIVE] You are welcome. We thank you for having us as um to provide you services. We appreciate you as a customer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Sorry about the delay here, it's just giving me a little bit difficulty getting to the downloading of it worst case scenario.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, if it for whatever reason isn't letting me download it, I can still request them to fax this all over to you also one way or another we're gonna get this set up with, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate you all's patience thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][POSITIVE] Thank you, thank you and thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're most welcome, sir.
[CUSTOMER][NEUTRAL] I guess that's the end of the conversation.
[CUSTOMER][NEUTRAL] Uh, not just yet. I'm sorry. I just wanted to check in and.
[AGENT][NEUTRAL] No, not just yet. He's just like, yeah, he's just following up with us that he's still working on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Now, if you need to get off the phone, Mr. [PII], I don't mind staying on hold until he get it sent.
[CUSTOMER][NEUTRAL] Yeah, we, we have, we have, um, American Public Life listed on your account, sir, so if, if you do need to go, uh, [PII] and I can go ahead and wrap up for you. Um, I am gonna have to go ahead and place this onto a log to get this, uh, UBO4 faxed over to you, [PII]. I apologize, um, only because it for some reason or another it's not letting me download it from the facility. It's not popping up, but we're gonna, we're gonna get this faxed over. I'll just need a few minutes to fill out that log.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much, sir, and [PII], thank you, thank you. God bless you both.
[AGENT][POSITIVE] You're welcome. You're welcome. Is there anything else that I can assist you with, Mr. [PII]?
[CUSTOMER][POSITIVE] You're most welcome, sir. I press you as well.
[CUSTOMER][NEUTRAL] No, I'll be sending the other material to you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] And you're still with me, [PII]?
[AGENT][NEUTRAL] Yeah, I'm still here.
[CUSTOMER][NEUTRAL] OK, cool, 2158582.
[CUSTOMER][NEUTRAL] 2158582.
[CUSTOMER][NEUTRAL] And that one was 8 1624, right? That was the first one?
[AGENT][NEUTRAL] Yeah, 8, 1624 was one of them.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] Alright, I'm gonna place you on a real quick brief hold, OK? Alright, thank you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Hi, I'm so sorry about that. I had a little bit of a situation I had to take care of.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, see here, but I'm just putting the final touches into the note here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, facts.
[CUSTOMER][NEUTRAL] And then we're gonna put.
[CUSTOMER][NEUTRAL] Here's the fax number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Life insurance.
[CUSTOMER][NEUTRAL] We are fas there's that.
[CUSTOMER][NEUTRAL] Uh, request type this is a UBO form.
[CUSTOMER][NEUTRAL] And for reason in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Claim processing for seeing.
[CUSTOMER][NEUTRAL] I mean, here we go.
[CUSTOMER][NEUTRAL] And there is my notepad.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Requesting to have UBO4.
[CUSTOMER][NEUTRAL] For both dates of service.
[CUSTOMER][NEUTRAL] Back to American.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Life insurance.
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I processed.
[CUSTOMER][NEUTRAL] Please include.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] And let me take this part out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um PT name.
[CUSTOMER][NEUTRAL] And cover letter.
[CUSTOMER][POSITIVE] Alrighty sorry I know that was a bit lengthy there but I do thank you.
[AGENT][NEUTRAL] Oh, no, no, you're fine.
[CUSTOMER][NEUTRAL] I just like to make sure it's as detailed as possible when it comes to these.
[AGENT][POSITIVE] I definitely appreciate your assistance.
[CUSTOMER][NEUTRAL] Yes ma'am. And alright, so we will get that sent over for both, um, I would say with these logs they try, I would say they try to at least work them inside of a 72 hour window, um, if you don't have that I would say by mid next week you can always give us a call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, now I showed you are listed on the accounts for Mr. [PII], so I mean if you wanna follow up, you don't necessarily have to have him on the line. We'll just verify the information we have for American Life to confirm, you know, of course you are with the payer. So but other than that I mean you can always give us a call to follow up for him and we can check into that for you, but everything is all set.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can do that. And I'm sorry, can I get the spelling of your name?
[CUSTOMER][NEUTRAL] Yeah, [PII], initial of my last name is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. So, I will take, keep a lookout for that, those faxes then.
[CUSTOMER][NEUTRAL] Alright and.
[AGENT][NEUTRAL] And you, I gave you the policy number, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me undo this and I will repeat that back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, oh, you know what?
[CUSTOMER][NEUTRAL] Kind of lost it but I did put it in there, uh, as far as the request I just took it off my notepad. I'm sorry, um, but no it was included. I told him to include the policy number, uh, and then also refer to his name when sending it on the cover letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 2B04 yes ma'am. Any other questions or concerns I could address?
[AGENT][POSITIVE] Nope, that is it. I appreciate your assistance today, [PII].
[CUSTOMER][POSITIVE] You are most welcome. Thank you for all your patience and allow me to assist today. You have yourself a wonderful rest of your day.
[AGENT][POSITIVE] You're welcome. You too. Thank you.
[AGENT][NEUTRAL] Bye.