AccountId: 011433970860
ContactId: 0bbe3a4b-25ab-4af0-b634-2542f58d59a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1256920 ms
Total Talk Time (AGENT): 510824 ms
Total Talk Time (CUSTOMER): 763188 ms
Interruptions: 28
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/0bbe3a4b-25ab-4af0-b634-2542f58d59a1_20250529T21:03_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling for a claim we filed for my husband, [PII].
[AGENT][POSITIVE] No, it would be my pleasure.
[CUSTOMER][NEUTRAL] And actually there's like 33 different claims actually, so.
[AGENT][NEUTRAL] Well, all right, I can help you with that, Ms. [PII]. Do you have the policy number available?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me see if I have that on here. I'm looking on the website because I can't get into some of the stuff. Let me see where it is. The policy number is 256-919-99.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. Now, Ms. [PII], do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, [PII], um, address [PII].
[AGENT][POSITIVE] All right, thank you. And then finally, if you don't mind, can we also verify your email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And was this for [PII]? You said this is for your husband?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I can check those claims for you.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see, now I'm showing that the documents that were submitted on [PII] have been processed.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yesterday
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, and when I try to get on here to look at any of the decisions, it won't let me pull up anything, but I don't see any amounts for two of the claims that and the whole thing was they were trying to see if it had something to do with his cancer and it does so I don't know why they haven't made any changes.
[AGENT][NEUTRAL] OK. And do you see?
[CUSTOMER][NEUTRAL] And I sent all the documents in.
[AGENT][NEUTRAL] Do you see the claim number 3604742?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Have, uh, can you click on that claim number?
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEGATIVE] Well, it won't give me anything. I tried to and it says oops, we have technical difficulties and it won't open. So, um, but I do know on that one I was submitting because that's for [PII] and that was something that had been paid before but they didn't pay everything and they needed the discharge summary so I sent that and I see they have processed an amount for that, the 320.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But my other two claims for [PII] and [PII] haven't changed at all. And I sent the pathology reports with those. I sent surgeon notes two different times and they told me all they needed was to see the surgeon notes to see if it was related to his leukemia. And it very clearly says and the surgeon knows it is. And then they wanted pathology reports for some biopsy because every time they drain fluid, they do a biopsy.
[AGENT][NEUTRAL] Got you
[AGENT][POSITIVE] Oh bless his heart.
[CUSTOMER][NEUTRAL] Well, the biopsy doesn't really show much of anything. I mean, we're, you know, but the fluid in the surgery is because of his cancer, because of the leukemia. So I don't, I don't know what the holdup is on that, so.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] And that's for data service 313?
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEGATIVE] Yes, 3:13 and [PII]. I, I filed two other claim forms and they're showing those process with $0 and with $50 and that and that's not right. I know it's not right.
[AGENT][NEUTRAL] Sure, we can definitely look at that. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, we don't mind at all, so let's let's check on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I'm just checking those dates of service to see if anything has changed. What I can do, um, Ms. [PII], let me get you to one of our claims, um,
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] P
[AGENT][NEUTRAL] Experts and let them look at this real quick and, and she can talk to you about that. Would that be OK? And see what's going on for you.
[CUSTOMER][POSITIVE] Yes, that'll be fine.
[AGENT][NEUTRAL] Alright, before I transfer you, is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you, Mr. [PII]. One moment please, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, my friend. How you doing?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][POSITIVE] I'm good, thank you.
[AGENT][NEGATIVE] I reckon I won't be getting you on this, this.
[CUSTOMER][NEUTRAL] Not on this line anyway.
[AGENT][POSITIVE] Get more yay.
[AGENT][POSITIVE] I'm still so excited girl. Um.
[AGENT][NEUTRAL] I, I, you just don't know.
[AGENT][NEUTRAL] My buddy is coming, my buddy. Anyway, OK.
[AGENT][NEUTRAL] Policy number is 256-91999.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, what we got going on?
[AGENT][NEUTRAL] And I have the insured [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's calling on her husband's claims, [PII], for dates of service [PII] and [PII].
[AGENT][NEGATIVE] And she said that she's been told all she has to do is to send this document in and she sent them in and it's still not, her, the surgeries are still not paid. It was due to his cancer.
[AGENT][NEUTRAL] And as you know in care team, I can't pull up the documents and look at them because we don't do research.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so she's specifically calling out those states.
[AGENT][NEUTRAL] Yeah, it's specifically for those two.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] She does see where, you know, the other one was paid recently and.
[CUSTOMER][NEUTRAL] So 3:13.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the 321.
[AGENT][NEUTRAL] And I see where [PII] sent an email.
[CUSTOMER][NEUTRAL] Diagnostic surgeries.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So this is surgeries that result in a negative diagnosis of cancer are not covered.
[AGENT][NEUTRAL] And she said this is caused from his leukemia.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see if there's any other surgeries that she has.
[CUSTOMER][NEUTRAL] That one is
[CUSTOMER][NEUTRAL] Listed specifically but there's also.
[CUSTOMER][NEUTRAL] DC 301.
[CUSTOMER][NEUTRAL] Path report
[CUSTOMER][NEUTRAL] In order to give consideration to this procedure, please send a path report, but that's a different claim, so we may have already had that like had the bill and this is a path report.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I know they're going through a lot. Bless them.
[CUSTOMER][NEUTRAL] Alright so 3 yeah.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's specific.
[AGENT][NEUTRAL] It was an extra that was paid.
[CUSTOMER][NEUTRAL] Mhm and then for for 18.
[AGENT][NEUTRAL] Oh, that was paid as preventive.
[CUSTOMER][NEUTRAL] For 418 all I have is a preventative and it's saying that that's been exhausted so I'm not 100%.
[CUSTOMER][NEUTRAL] On the 3rd, 0, you know what? Hang on.
[CUSTOMER][NEUTRAL] Who process these claims. Let me get, let me get these claim numbers. Let me go back. Let me go back a step. OK, so the one where we requested path reports was 3600157 requested pass.
[CUSTOMER][NEUTRAL] Do you know how hard it's gonna be for me to not do this when we have questions come through? I'm just saying.
[AGENT][NEGATIVE] It is so hard. It is so hard cause I've came from claims, you know, and doing all that and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It is so hard.
[CUSTOMER][NEUTRAL] Like I've already told [PII] like
[AGENT][NEGATIVE] You're so hard.
[CUSTOMER][NEUTRAL] I think the hard part is not going to be passing it along necessarily the hard part is going to be, but I know the answer.
[AGENT][POSITIVE] Exactly, exactly.
[CUSTOMER][NEGATIVE] But I know what to do, you know, like why do we have to pass this through another set of hands when I know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is so hard. I'm just gonna tell you. That's the hardest part of the.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, um
[AGENT][NEGATIVE] It's not do what I know I can do.
[CUSTOMER][NEGATIVE] I am not excited about that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Although,
[CUSTOMER][NEUTRAL] I don't know because are you an admin now?
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Let me let
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I thought so.
[AGENT][NEUTRAL] Hang hang on just a second. Let me go back to her and just tell her just hang on just another minute while you review this, OK? OK, hang on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Ms. [PII], I have one of our claims experts on the she is reviewing your claim. Do you mind holding just 11 other moment? Now I'm gonna transfer you to her. All right. Thank you. I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I don't, and see, I'm pulling this up.
[CUSTOMER][NEUTRAL] So out of curiosity is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead. Go ahead.
[CUSTOMER][NEUTRAL] Oh, I was just gonna talk about the job, so you go ahead because this is actually about the claim.
[AGENT][NEGATIVE] Well, I was just looking at the UBO4 which it shouldn't be, but it does have a cancer diagnosis on it.
[CUSTOMER][NEUTRAL] Yeah, so data service 313.
[CUSTOMER][NEUTRAL] Here today for outpatient thoracentesis history of CML and currently taking Sprisal.
[AGENT][NEUTRAL] Yeah, that one.
[CUSTOMER][NEUTRAL] Developed
[CUSTOMER][NEUTRAL] serositis, thought to be related to the medication and pleural effusions bilaterally in his lungs.
[CUSTOMER][POSITIVE] We discussed the drainage of those today for diagnostic and therapeutic purposes. He has a good understanding of the risk and benefits.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I need to know who processed these so that I can see like were they released by somebody?
[CUSTOMER][NEUTRAL] Or.
[CUSTOMER][NEUTRAL] Like, what should this be me.
[AGENT][NEUTRAL] I don't see it yet.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Who's who
[CUSTOMER][NEUTRAL] No, it was not me. OK, cool. I was like, oh God, watch this be something I've looked at and I'm like, I completely overlooked this. That's fantastic. OK.
[AGENT][NEUTRAL] Have you, what time do you get off? Do you want to call me?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, yeah, I don't get off until [PII], so I've.
[AGENT][NEUTRAL] I get off at [PII]. You want, you want to call me?
[CUSTOMER][NEUTRAL] Yeah, I can.
[AGENT][NEUTRAL] I mean, if you want to ask me anything.
[CUSTOMER][POSITIVE] Yeah, I'd love to.
[AGENT][NEUTRAL] OK, you ready?
[CUSTOMER][NEUTRAL] Yep, go ahead.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]K dokey, um, ask her if she would be OK with a call back because I'm going to need to look through this and likely reach out to, um, [PII] and or [PII] this one, yeah, um, to make sure that we process all of this accordingly.
[AGENT][NEUTRAL] The original adjuster.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what's her call back just so I have it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, let her know that we're reviewing this and um someone will be in touch with her hopefully by tomorrow with answers. We just need to look through what we have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and if she gives me a different phone number for tomorrow I'll let you know.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][POSITIVE] All right, thanks. Appreciate it. All right, thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you ma'am alright bye.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] Thank you for your patience. Yeah, uh she was looking through some of this and she is, would you be OK with the call back tomorrow? She wants to go through all the documents that we've received and then just.
[CUSTOMER][NEUTRAL] Yes, because they seem to be all mixed up.
[AGENT][NEUTRAL] Yeah, and, and let them kind of get it all together and review everything and she said that uh is that same number a good number for her to call you back tomorrow?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, yes, and do you, you have those claim numbers because they're two other claim numbers and y'all ask, I guess you need to see what y'all asked for and I submitted it and then.
[AGENT][NEUTRAL] Mhm. No.
[CUSTOMER][NEUTRAL] And now nothing so.
[AGENT][NEUTRAL] Well, that's what she wants to look at those two dates of service that you mentioned, the [PII] and the [PII]. Is there any other date of services they need to review? Those are the two they're looking at.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah, no, those are the two, the one that y'all paid on today, um, I had received partial before and y'all asked for discharge notes I sent that so I'm assuming I can't pull up any of those claims. It won't download any of the documents like you know that y'all do tell me what else I need, yeah.
[AGENT][NEUTRAL] Right, yeah. Hang on just a second, let me see.
[CUSTOMER][NEUTRAL] And I don't know if it's because your system's changing, but I'm not or if I'm on my iPad, I'm not at home on my computer.
[AGENT][NEUTRAL] No, hang on just a second, let me see if I can get this to pull up and I'll email it to you.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So I don't know what the 320 was for, yeah, but I'm assuming it was for the [PII] because that's the claim that it got moved to because when I uploaded all those files it was in a separate thing and now and that's the thing too that claim has documents attached to it if I go to view files I can see the view files that I uploaded.
[AGENT][NEUTRAL] And that way you can see it.
[CUSTOMER][NEUTRAL] And it has the pathology reports in that file that go with the other two claims.
[AGENT][NEUTRAL] Gotcha. It, it could, do you feel like you need to open a library?
[CUSTOMER][POSITIVE] Yes, yes, and you know that's funny because I'm a librarian, uh, yeah, yeah, yes, no, that's funny. Yeah, that's what I did before I, I resigned last year. Yeah, I was a school librarian, so, yeah.
[AGENT][NEUTRAL] I know you must.
[AGENT][POSITIVE] Oh, are you? I'm so sorry I didn't know.
[AGENT][POSITIVE] I I'm so sorry. I can email this.
[CUSTOMER][NEGATIVE] I know that's why I'm like they don't have these files right. These aren't filed rights.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know filing, don't you?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] Let's see. And what about?
[CUSTOMER][NEUTRAL] Yeah, they can call me back tomorrow, so, so on that.
[AGENT][NEUTRAL] What about um your email?
[AGENT][NEUTRAL] If I'm emailing this to you, the [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] I'm fixing to email that right now to you so you can and it may just be that it hasn't processed through the um.
[AGENT][NEUTRAL] Oh, you know, sometimes it, it has to go through imaging and processing in the system, yeah.
[CUSTOMER][NEUTRAL] Oh, cause it just happened. Yeah.
[CUSTOMER][NEUTRAL] OK, well, and those other two that they're looking at, there aren't any changes made on that, and I'm like, do they have all the doc? Do they not know they have the documents and yeah.
[AGENT][NEUTRAL] Well, they're gonna look at them for you.
[AGENT][POSITIVE] So the lady I just spoke to is super nice. Yeah, [PII].
[CUSTOMER][NEUTRAL] Uh, OK, good. So someone will call me tomorrow.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Tell her to be super nice to me because I'm, I'm just lucky I'm not crying on the phone today. This usually makes me cry.
[AGENT][NEUTRAL] She is.
[AGENT][POSITIVE] No, she is super nice. Um, no, she's, she's just a, uh, she's got a very thick Southern accent. She's a Southern girl and she's super n[PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You sound like you might be a Southern girl too, [PII].
[CUSTOMER][NEUTRAL] Oh good. What was her name again?
[CUSTOMER][NEUTRAL] I am and it comes across [PII].
[AGENT][NEUTRAL] I'm Southern too, and she didn't.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I see.
[CUSTOMER][POSITIVE] I'll say it more southern for you [PII] so yeah.
[AGENT][POSITIVE] [PII], I can, I can lay it on.
[CUSTOMER][POSITIVE] Yeah, I can too
[AGENT][NEUTRAL] See, we're not gonna have you crying.
[CUSTOMER][POSITIVE] All right, well that'll be great if.
[CUSTOMER][NEGATIVE] No good. Oh I just get so frustrated because dealing with the VA and then doing and it's like they, they keep like they make it hard so you'll give up is what it really feels like, you know, and I'm like, oh, you know, so.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] And you know, it, is it not the craziest thing? You should be able to get your information so easily.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] It's those bad folks in the world that made it so hard for us good folks just to try to do anything.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] That's exactly right.
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] First of all, you're dealing with an illness and you've got that stress.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] And then you're trying to deal with hospitals and insurances, but we're here to help you, OK? So just.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We don't have to.
[CUSTOMER][NEUTRAL] Oh my goodness, I'm trying to get this stuff for you guys. I had, I called one place they said go this place and then they said, oh well it's just down the street, go there. So I went down there and they said, oh no, if it was before such and such date, oh no, this other place does it and it's an 800 number and I'm like.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] You got it, so then I finally I.
[AGENT][NEUTRAL] Does the VA have a portal?
[CUSTOMER][NEUTRAL] The VA does, but this is just the stuff for you guys like I I can't uh.
[AGENT][NEUTRAL] I just wonder if they had any medical records.
[CUSTOMER][NEUTRAL] Like going directly to the doctors.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They have theirs like so most of these doctors for his cancer stuff is uh community care.
[CUSTOMER][NEUTRAL] So they get the records but it's kind of different access so yeah.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you.
[CUSTOMER][POSITIVE] And I'm learning more about the medical field than I ever wanted to know, so.
[AGENT][POSITIVE] I know. I know y'all are going through a hard time and I'm so sorry cause you and look, my dad, you know, he, he, and this was years ago, you know, before everything got so technically, technically.
[AGENT][NEUTRAL] And involved, but you know, he went through the VA and it was, it was basic, I don't know why it's so difficult with the VA. I mean, they did take good care of him once.
[CUSTOMER][NEUTRAL] Yes. Yeah.
[CUSTOMER][NEUTRAL] I don't either. I don't either.
[AGENT][POSITIVE] You know, he's in there. They take good care of you. But just to get the appointments and, oh my gosh.
[CUSTOMER][NEUTRAL] Yeah, they do, they've done that.
[CUSTOMER][NEGATIVE] Oh I know. And that, and then getting stuff approved cause his doctors want him to do this other special medicine to help his gout, and they've already denied it. Now we have to fight it, you know, it's like, cause it's so expensive. We even had to fight them for his leukemia medicine because they, they sent him, they made him use a different medicine which
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] From the VA?
[CUSTOMER][POSITIVE] Yes, I wanted him to go and use the 1st generation. He couldn't use the second. He had used the 1st and the 1st generation, it helped cause all this stuff, the fluid on his heart, the fluid on his lungs, yeah, so.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, now he has the medicine that his doctor wanted him on and it's so expensive. And I'm like, uh-huh, yeah, I don't feel sorry for you. So he mailed us a check for 80 cents. The postage costs more than the check. I don't feel sorry for you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] So right, OK.
[AGENT][POSITIVE] It's kind of like, you like, uh-huh, good for you.
[CUSTOMER][POSITIVE] Yeah, uh-huh, yeah, well, I guess I'll be waiting for the call and I'll be praying that she does good things to the client that she figures it out.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Yeah, she will do her best, so, you know, and like I said, she's gonna look at everything. She's actually even, she said, I'm gonna get with the, the supervisor as well and let them just take a quick look. We wanna make sure everything was processed correctly and if, if we can provide benefits with what we have and, and try to change, so you're in good hands.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I hope so. I hope so. Well, thank you so much.
[AGENT][POSITIVE] It's been my pleasure. Is there any, and I just sent that EOB for you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] Well, it's been a pleasure and I hope you have a good evening, OK? Call us now with any concerns, OK?
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You have a lovely evening. Take care.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thanks. Uh-huh, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.