AccountId: 011433970860
ContactId: 07230cac-d10e-4526-a3c2-b20747f39dae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1433530 ms
Total Talk Time (AGENT): 317898 ms
Total Talk Time (CUSTOMER): 936629 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/07230cac-d10e-4526-a3c2-b20747f39dae_20250408T19:03_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, this is [PII], um, and I had called and requested, uh, some forms which I did get in the mail but I have no idea where to start filling them in. Um, I can give you the policy number, um, if that would help you first or what, what, OK, 004083.
[AGENT][NEUTRAL] Mhm, please.
[CUSTOMER][NEUTRAL] 07.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And what's a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me pull up your information, get you verified, and then we can proceed, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] It's, uh, the claims are for my husband, but, but I'm on there too. My date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what, what documents were, um, did you receive?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I got the critical illness claim form and I got the cancer claim form, which I think I understand how to do that one. That one, I'm just sending in PSA uh request because uh you get a certain amount of money for the PSAs that you have when you have the cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I think the, the cancer claim form and the statement of insured, I was going to attach the documents and highlight the word PSA so you could see how many PSA's he'd had in the last several years. Is that what I need to do with that one?
[AGENT][NEUTRAL] Um, so if you're sending in a wellness, let's see.
[CUSTOMER][NEUTRAL] I think I don't know if you cover one year of those or.
[CUSTOMER][NEUTRAL] I have several years of them, so that's why I was just going to send all of them into you. He is a uh prostate cancer survivor, so he has
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was just gonna send in the uh the lab uh results and.
[CUSTOMER][NEUTRAL] Whatever else is on this piece of paper that I got from the doctor.
[AGENT][NEUTRAL] OK, give me just a second because if it's for wellness claims, we have a wellness claim form.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And it'll list each.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Condition like the PSA is listed on this document.
[AGENT][NEUTRAL] Let me pull that up real quick.
[CUSTOMER][NEUTRAL] It's not, so I guess I got the wrong ones.
[AGENT][NEUTRAL] Not on the one that you have, but the wellness claim form the PSA is listed as one of the.
[AGENT][NEUTRAL] Test, let me take a quick peek at it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, there's the PSA test and then right beside it is the date of service um it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And those are on the document I'm sorry to interrupt, those are on, on the documents that I have, but I wanna make sure that I have the right.
[CUSTOMER][NEUTRAL] Uh, APL form to attach to those.
[AGENT][NEUTRAL] OK, so the claim form I'm looking at with the PSA test listed is the wellness claim. Which which claim form do you currently have that right, OK.
[CUSTOMER][NEGATIVE] OK, well then I don't, they did not.
[CUSTOMER][NEGATIVE] They did not send me that one. They just sent me, it says cancer claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's not it. This has to do with the lodging, transportation, about the insured. And let me look to see if I have anything else in this stack, but I've looked, uh, like, there might be one on down here in this stack of papers, but I looked and I did not see one. So I, wait, wait, here's one right here. Let's see what this one is.
[AGENT][NEUTRAL] I see that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, it's on lodging and everything. So I don't know what the lady and I were talking about.
[AGENT][NEUTRAL] OK, so that's a part of the cancer?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. I, I don't have the form for wellness. So I need a form of that, and I know I can do it online, except we have no ink in the printer. So I need one sent in the mail.
[AGENT][NEUTRAL] OK, alright, so we could send a wellness claim form and then the other claim you had was did you say it was critical illness claim form?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, because in our policy book, tuberculosis is listed as one of the critical illnesses that you can um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm looking at all of these pages. It, I see no listing. I, I could give you a form number, but it just says critical illness claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's got all of these different ones listed, but it does not have tuberculosis listed as one. It's, it starts, the first one that they
[CUSTOMER][NEUTRAL] Um, have at the bottom.
[CUSTOMER][NEUTRAL] Is OK, let me say this.
[CUSTOMER][NEGATIVE] One is called an attending physician statement, and I, there is no way.
[CUSTOMER][NEUTRAL] On the other side of the earth that I could ever get that filled out. But the first, the first disease that lists is advanced Parkinson's disease, H3, then H4 is a brain tumor, and then you go all the way through, and I did not see tuberculosis listed as uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One of those, the last one that.
[AGENT][NEUTRAL] A critical illness. Mhm.
[CUSTOMER][NEUTRAL] The last one I say that I probably have is severe mental illness, but I'm not claiming that yet. So, uh, let me look and see if I missed the page.
[CUSTOMER][NEUTRAL] OK, here it is. TIA stroke. No, nowhere do I see tuberculosis listed on any of those forms.
[CUSTOMER][NEUTRAL] And I got from the hospital, all of, it's called uh
[CUSTOMER][NEUTRAL] I don't know, it doesn't have a title to the page, but it's like all of the expenses that were incurred while he was in the hospital for this. It's got
[AGENT][NEUTRAL] Mhm. An itemized bill maybe?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have that. And I have uh in the description that the hospital sent me, um, a diagnosis, let me see where it says the diagnosis. Um,
[CUSTOMER][NEUTRAL] Mm, it says, admit diagnosis, acute respiratory failure with hypoxia and tuberculosis. So, I, I don't know that I have seen a code for the word tuberculosis on any of these pages that they've sent me from the hospital, but those are kind of hard to read unless you are familiar with reading.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Those kind of pages.
[AGENT][NEUTRAL] And you're submitting that under which policy?
[CUSTOMER][NEUTRAL] The critical illness client.
[AGENT][NEUTRAL] A critical illness?
[AGENT][NEUTRAL] OK, so I'm showing an intensive care policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, for you and your spouse, and then I, I show the cancer policy. Are you saying you have a critical illness policy?
[CUSTOMER][NEUTRAL] He was
[CUSTOMER][NEUTRAL] Well, it's attached to my.
[AGENT][NEUTRAL] Is it a writer?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I don't know, but it is attached to my policy plan that I'm looking at. I'd, and the last, last person that I talked to, we went over all that, but I don't, I should get names.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK. Let me take a look. OK.
[AGENT][NEUTRAL] And that's fine. I'll take a, that's OK. I can take a look at it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And maybe it doesn't cover that, but there is in this book that I received, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look. I'm turning the pages.
[AGENT][NEUTRAL] Is that like a policy that you have?
[CUSTOMER][NEUTRAL] Yes, ma'am. It says specified diseases means one of the following is definitely diagnosed and treated by a physician. And it, it lists all of them and tuberculosis is number 28.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I don't know why that would be in my.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Thing if I don't have that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Because this is what the lady told me before when I talked to her. She said I needed to have a pathology report, hospital charges, uh, attending physician charges.
[AGENT][NEUTRAL] So that's, is that for your cancer, or you, was it for the critical, the, um, the critical illness?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No ma'am, that's for our
[CUSTOMER][NEGATIVE] Critical ill, yes ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the document that you have, [PII], what does it show, uh, the, um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] critical illness benefit to be? What's the critical illness benefit amount?
[CUSTOMER][NEUTRAL] I've already turned past that looking at all the other pages, but let me.
[CUSTOMER][NEUTRAL] It just lists them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Specified, it just says diagnosed and treated by a physician. It does not, it may be in here somewhere. OK, here it is. Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm total I'm looking to.
[AGENT][NEUTRAL] Yeah, I'm pulling up the policy as well.
[CUSTOMER][NEUTRAL] Wellness
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It just list them all and it just says positive diagnosis of a specified disease means a diagnosis by a qualified physician based on generally accepted diagnostic procedures and criteria. It's on page 9 of the one that I'm looking at.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I believe in one policy book I had a long time ago, it showed how much you got, like, cause I've had breast cancer and my husband's had prostate cancer, and there was a, a definite benefit that you got for each, just the diagnosis of those. That's why I was going on through this book to see if, if there was a page of that in here. But then I was also looking because there's also policy amendments in here. Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] There was a policy change back in.
[CUSTOMER][NEUTRAL] Oh gosh. Uh, [PII], um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's because we changed payroll groups I think.
[CUSTOMER][NEUTRAL] We added 060820, which I don't know what that was, but that added a little bit to the premium, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Amendment of application policy um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh daily.
[CUSTOMER][NEUTRAL] Hospital benefit added.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A first occurrence benefit of $3000 is on this page. This was signed in uh '98.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I'm still looking.
[AGENT][NEUTRAL] Mhm. And while you're looking, I do see the specified disease benefit, which is under your cancer policy, which is the number you provided, the 408-0307.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it says for hospital benefit, he was hospitalized, it's $300 per day.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yup, got all that on my, on my, on the thing from the hospital. Yes, ma'am.
[AGENT][NEUTRAL] OK, so you have that. OK. All right. So that's under the cancer policy, which you do have that cancer claim form, right?
[CUSTOMER][NEUTRAL] Uh, yes, but that, I don't need the cancer I need for tuberculosis.
[AGENT][NEUTRAL] But the specified disease benefit is under the cancer policy. So you'll, you'll complete the cancer claim for this one. So that was correct. Did you know that there was a wellness benefit under this policy as well?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] The cancer
[CUSTOMER][NEUTRAL] I did, but he has not used it before. That's why I got those uh copies of the PSA. So I'm, I'll guess I'm gonna go to the library and make, or can I use one form and put all of this stuff on it? Or do I need a form for the PSA test, a form for the tuberculosis diagnosis?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You tell me.
[AGENT][NEUTRAL] Yeah, so, um, I will complete one claim form for the wellness.
[AGENT][NEUTRAL] Benefit and then another one.
[CUSTOMER][NEUTRAL] OK, I don't
[CUSTOMER][NEGATIVE] I don't have a wellness benefit claim form.
[CUSTOMER][NEGATIVE] They did not send one.
[AGENT][NEUTRAL] So what, so in this instance because there is a wellness benefit under this policy, just use that cancer claim form because it's under this cancer claim form, just use the claim form that you have.
[CUSTOMER][NEUTRAL] OK, let me, OK, let me go. I got this spread all over my counter. I'm looking. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry if I'm if I'm confusing you.
[CUSTOMER][NEUTRAL] Uh, it, it, it doesn't take much to confuse me. I'm looking for the cancer claim form, right? Here. I'm just looking. I've got, all I have is a critical illness. I know I had a cancer one. Let me see where it went.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Critical illness, critical illness. I don't know why I've got so many critical illness ones. There was like 5 of those in the, uh, but they're different. I got 5 of those in the envelope.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Cancer claim form bingo. OK. The only thing this one is for though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is transportation and lodging. It doesn't have anything else on here about wellness, disease, or whatever.
[AGENT][NEUTRAL] I know, yeah, so.
[CUSTOMER][NEUTRAL] It's OK to use that?
[AGENT][NEUTRAL] Mhm. Use the cancer claim form because the benefit is under your cancer policy.
[AGENT][NEUTRAL] So it's OK to complete the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's really gonna be weird when you get it because it's, it's just about a half-page form with
[CUSTOMER][NEUTRAL] Uh, I, I guess you're familiar with it. It's just the one you turn in with non-local transportation and family member lodging. It's the only thing this piece covers. But you're saying for me to turn in those PSA things and the tuberculosis things.
[AGENT][NEUTRAL] Mhm. Go ahead and send it in.
[CUSTOMER][NEUTRAL] With the cancer claim. OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm gonna do that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right. And I'm gonna put on here, tell me if you don't mind what your name is so I can say per.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And I'm gonna send it to the [PII] office if that's OK. Are you in the [PII] office?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It needs to come to [PII] City.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII]. You're in [PII].
[AGENT][NEUTRAL] The claim is to be mailed to the [PII] City address which is on the bottom of that first page.
[AGENT][NEUTRAL] The instructions page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, so if I say [PII], do you want me to say what office you're at so I can.
[AGENT][NEUTRAL] It, it doesn't matter.
[CUSTOMER][NEUTRAL] It doesn't matter. OK, I'm just gonna say.
[AGENT][NEUTRAL] It it doesn't matter what office I'm in.
[CUSTOMER][NEUTRAL] OK, I don't mean to be whatever. I'm just trying to make sure this all gets covered. I'm gonna put per time your phone conversation and I'm gonna put today's date.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now let me ask you another question because I'm gonna put, I was gonna put a note in with this um it's gonna be a pretty thick uh and I'm gonna send it certified too to make sure that y'all get it in and I will know that y'all got it. Uh, if there's anything that this information does not tell you that is required, then I will have to do.
[CUSTOMER][NEUTRAL] The research, you know what I'm saying? because he, I didn't, we didn't know he had this coverage until he had TB about 2 years ago. And I had, I just requested the policy.
[CUSTOMER][NEUTRAL] book and everything, some time back, and I was just thumbing through there looking, and I saw those diseases, and I went, oh my gosh, we had this coverage, and we did not know it. So I'm working on this.
[CUSTOMER][NEUTRAL] In an afteract effect, if that makes any sense.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So, uh, if, if, for example, there's not a code for the diagnosis on here, um,
[CUSTOMER][NEUTRAL] Either I'll have to call the hospital and get it, or I don't know if y'all have somebody that calls the hospital, or what, or how you do it. Do, do you know?
[AGENT][NEUTRAL] Yeah, so before you send it, um, you might wanna reach out to the billing department at the hospital, um, because the itemized bill would need to include the diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And they are very nice to me when I called them. I don't know what I'm looking, what I'm looking for. I have, I have seen that in writing, you know, like, uh, I've seen the word tuberculosis. But as I'm looking at this, um, itemized bill, I see a lot of lab and path pathological stuff, radiology, diagnostic, and different words, but I do not see where it gives me uh
[AGENT][NEUTRAL] So I'm not sure
[AGENT][NEUTRAL] Yeah, I don't know what form
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The diagnosis code, is that what I'm looking for? Yeah, diagnosed, diagnostic code. OK.
[AGENT][NEUTRAL] Yeah, well
[AGENT][NEUTRAL] It's a diagnosis code.
[CUSTOMER][NEUTRAL] OK, and there should, do you know if they are typically on the itemized statement or uh.
[CUSTOMER][NEUTRAL] What, what kind of number would I be looking for? Like all of these.
[CUSTOMER][NEUTRAL] Start with a 0, and then they give you like,
[CUSTOMER][NEUTRAL] Well, here's other diagnostic service 0921, but they're all like four digit numbers.
[AGENT][NEUTRAL] Mhm. So when you uh contact the hospital, I'll give you the form name to request.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][NEUTRAL] It's an acronym.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's U as in university, B as in Bob.
[AGENT][NEUTRAL] 04, so you'll request the itemized bill UB04 form and that will include the diagnosis code, pretty much everything that's needed.
[CUSTOMER][POSITIVE] OK. And it might be on here. I just don't know what I'm looking for, but they were, um, they were very nice to get this to me quite promptly. Uh.
[AGENT][NEUTRAL] To process the claim.
[CUSTOMER][NEUTRAL] Anyway, so when I hang up from you, I'm going to call [PII], which is in [PII], and I am, as to your instructions, going to attach the PSAs and uh the tuberculoslosis stuff to the uh cancer form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, no matter if it looks weird, and that will take care of everything, and I need to send it to the, uh, [PII] office.
[AGENT][NEUTRAL] Mhm. And can you verify the address that you have for [PII]?
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Uh, I don't know exactly where it would be. It might be on one of these forms, but no, ma'am, if you would give it to me, but OK, where would I find it?
[AGENT][NEUTRAL] It's on the
[AGENT][NEUTRAL] Yeah, it's on the bottom of the claim form, page one.
[AGENT][NEUTRAL] That either of those claim forms.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] It's the mailing address and the phone number and the fax number.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] OK, so I could fax this to you. OK, I am looking for page 1 of the claim form. I've got see page 2, page 3. I'm so sorry, but this is a lot of stuff. OK.
[AGENT][NEUTRAL] Mhm, you can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] Uh, and I hate to do this, but my husband's not one to do it.
[CUSTOMER][NEUTRAL] So, one of 40, here we go. [PII], [PII]. There is a phone, there is a fax. I'm gonna circle the fax.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can go to our local library and she will fax these for me to, OK, what do I need to put this to the attention of?
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] You know how when you put a cover letter, you put attention to
[AGENT][NEUTRAL] Claims.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] Just put client
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. I'm gonna start by calling the hospital next and if I need someone again, I will call uh you, but I appreciate your time.
[AGENT][NEUTRAL] Oh, you're welcome. Any other questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I'm exhausted. So I'm gonna, I'm gonna, I was trying to take care of this this week because I'm going out of town next week and so I, it may take me a couple of days. So, but I'm gonna ask [PII] if what they gave me um included For UB 04.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, you'll ask them if the um itemized that they sent you is the UVO4.
[CUSTOMER][NEUTRAL] I think that's
[CUSTOMER][POSITIVE] OK. Thank you so much. You've been very patient with someone that has difficulty at this age. I'm in my [PII].
[AGENT][POSITIVE] Oh, you're doing good.
[AGENT][POSITIVE] Oh, you're doing really good.
[CUSTOMER][POSITIVE] Yes, I'm up in the [PII], so I'm trying. All right. Thank you. Thank you so much thank you so, so much.
[AGENT][NEUTRAL] That's um.
[AGENT][POSITIVE] All right, [PII], I have no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye-bye.