AccountId: 011433970860
ContactId: 15e3d5fa-5ccc-44ed-b361-f6d470adde22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3164139 ms
Total Talk Time (AGENT): 986571 ms
Total Talk Time (CUSTOMER): 1795847 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/15e3d5fa-5ccc-44ed-b361-f6d470adde22_20250415T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good evening Miss [PII]. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I had, um, and I'm a little confused. I had requested a form for my husband, [PII]. His birthday is [PII]. And they sent a paper out.
[CUSTOMER][NEUTRAL] But uh I don't know if it came from you or it said um.
[CUSTOMER][NEUTRAL] The thing say, the thing's supposed to come from the American public, but it's it had on the APL, but the lady say I'm supposed to send the pathology report, but it just had some forms for me to fill out like a gross income and what doctor he goes to, but it wasn't enough something in there to put the pathology report, so I don't know if this is from the same company or not. Did y'all send something out to [PII], but it had like term something on it.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Like T E R M.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On the envelope.
[AGENT][NEUTRAL] I'd have to, yeah, I'd have to check his policy. Do you have his policy number?
[CUSTOMER][NEUTRAL] Um, yes, hold on one minute please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me go through my phone and find it.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, the policy number is 00708357.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] And then the policy is under [PII]'s name, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII].
[CUSTOMER][NEUTRAL] But I'm supposed to been getting some papers. Uh, I talked to Ms. [PII] and uh she said I'm supposed to send the pathology report, but I, I got some papers, but it had some term, something. I didn't really write the address but I feel that I didn't send it out, but it didn't ask nothing for the uh pathology report and I went and got a copy of it.
[CUSTOMER][NEUTRAL] And she told me I had to have that, so I don't know what I, what somebody sent me that I filled out. So did I receive the did y'all send the policy paper out to me from him?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That he's supposed to file the claim on.
[AGENT][NEUTRAL] Let me check and see what correspondence has been sent out under this.
[AGENT][NEUTRAL] While I'm looking this up, can you verify his date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] But the papers that I feel that it didn't say American public on it. It said something else. Uh, I got a thing in my uh text what it said, I mean, in my email, but this is uh
[CUSTOMER][NEUTRAL] This is something different.
[CUSTOMER][NEUTRAL] I mean, this didn't ask for the uh
[CUSTOMER][NEUTRAL] Pathology report.
[AGENT][NEUTRAL] So I see that it looks like.
[CUSTOMER][NEUTRAL] Um, let me see
[AGENT][NEUTRAL] You were looking for a third party authorization form too, correct?
[CUSTOMER][NEUTRAL] Yeah, I never, well, well, well, well, I, I'm so confused, but he say he signed for me to talk and somebody said that he need to refill that paper out again, like for me to speak to somebody in his behalf. So do you have to refill that paper out again?
[AGENT][NEUTRAL] Yeah, so it looks like there was, you had called or spoke to somebody like on the [PII] and then they were going to mail out the policy certificate and the authorization form, and then they had called you back and explained that we needed the third party forms to be mailed out and sent back to have it um on file because the one that we had received was back from [PII], it looks like.
[CUSTOMER][NEGATIVE] OK, right, but I, I haven't never received none of that.
[AGENT][NEUTRAL] OK, so you haven't gotten that. Now the form that you did get was that in the US postal mail or did you get it in an email?
[CUSTOMER][NEUTRAL] No, I got it through the uh on a big brown envelope from the, like the UPS or something.
[AGENT][NEUTRAL] OK, and so that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Doesn't have your policy it doesn't have the policy in it, correct?
[CUSTOMER][NEUTRAL] I don't know if I, I got this email. It's a complete and attached claim form for your husband, cancel policy and send it back for progress. This contains the the the message we, we are marked as confidential and privileged by the sender.
[CUSTOMER][NEUTRAL] They wait for a, a wait the form to complete at home address, complete the cancer policy claim for your husband. And then they say,
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. Attached is a claim form to complete the, the complete for the canceled policy of your husband, as discussed, a form will also be sent to your home and address. Have a good evening. Sincerely APL care team. That's what they say, but uh.
[AGENT][POSITIVE] So that's right.
[CUSTOMER][POSITIVE] I, I feel that something good.
[CUSTOMER][NEUTRAL] But I didn't put the um
[CUSTOMER][NEUTRAL] I didn't put the um pathologist's report in there.
[CUSTOMER][NEUTRAL] I just get out the phones that they
[CUSTOMER][NEUTRAL] That was in that envelope, but, but I don't, but it didn't say on the thing, on the envelope, it didn't say APL for I don't think uh.
[CUSTOMER][NEUTRAL] I might have the envelope at home.
[CUSTOMER][NEUTRAL] Uh, I might can look and see, but I, I, so, OK, can you send me a text me the address where I'm supposed to send the pathology pathology report to so I can send that to you all.
[AGENT][NEUTRAL] So you'll want to complete that claim form that you have and then also the pathology report and then all of that be sent back to us together.
[CUSTOMER][NEUTRAL] OK, well, I'm sorry, I didn't put the pathology report in there. I didn't know that was from you all. So I did mail that off yesterday, but I still have the pathology repo[PII] at home, so I guess I need an address.
[CUSTOMER][NEUTRAL] That you could send me that I can send the pathology report. So that that what I signed and said that yesterday was that from you all because it didn't say American puppet on there, it said.
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Something else.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] Yeah, that would be us, um.
[AGENT][NEUTRAL] OK, let me give you the mailing address. So it's
[CUSTOMER][NEUTRAL] Wait, wait, I'm at work so I got to put it in my own, and there's no way you can text it to me, right?
[AGENT][NEGATIVE] No, I can't text it to you.
[CUSTOMER][NEUTRAL] OK, hold on please.
[CUSTOMER][NEUTRAL] OK, let me, uh.
[CUSTOMER][NEUTRAL] So this would be [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the address will be what now?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute, [PII]
[CUSTOMER][NEUTRAL] I may be away slow, at least let me.
[CUSTOMER][NEUTRAL] I'm sorry, uh, [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I mean [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm. And that's in [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute, spell that please, make sure I got it right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then [PII] again, [PII]
[CUSTOMER][NEUTRAL] Wait, [PII]
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And I can just uh put the uh pathology report in a um envelope and just put [PII] name on it. I don't need nothing else on it, right? Cause once you receive it, you know.
[AGENT][POSITIVE] Yes, you can do that.
[AGENT][NEUTRAL] Yeah, the only other thing that you'll wanna do uh below APL is you're gonna wanna mark attention on the envelope to claims.
[CUSTOMER][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] OK, let me write this on on this.
[CUSTOMER][NEUTRAL] I'm putting it in my notes in my phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] APL then put attention before I do uh the, the uh the address, the PO box, put APL attention.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on. A [PII].
[CUSTOMER][NEUTRAL] [PII] Attention, what?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] C L A.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, C L A I M, put it on it or just claims.
[AGENT][NEUTRAL] Yeah, [PII] L A [PII].
[CUSTOMER][NEUTRAL] I got it. OK. APL and teaching claim, postbox 24. OK, ma'am. I kindly appreciate that and I uh get that in the mail tomorrow, but that, you know, I was just looking for something to say like uh American public, and I guess in it, and it didn't it had another, it didn't have like American public address on the envelope that I sent back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I guess I can call back and um
[CUSTOMER][NEUTRAL] Maybe by next Monday, I should be receiving it if I send it out yesterday was.
[CUSTOMER][NEUTRAL] Monday, today Tuesday, so Tuesday, Wednesday, Thursday, Friday, Saturday, Monday, maybe I'll will be received it in 6 days, huh.
[AGENT][POSITIVE] Yeah, I feel like it should be probably in there within the next 6 to 7 business days if you want to check just to make sure we received it, absolutely.
[CUSTOMER][NEUTRAL] OK, cause I wanna make sure, uh.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK. Well, um, and I have, like I said, I haven't received the other papers for, uh, him to uh fill out again, so they have sent those out.
[AGENT][NEUTRAL] So I do see the request. I know that some of those are taking a little longer right now. um, let me see.
[AGENT][NEUTRAL] If I can find.
[CUSTOMER][NEUTRAL] Uh, I know it's been like 6 or 7 days since he uh
[CUSTOMER][MIXED] At least 5 or 6 days since she uh told me to never was gonna have to think of me. I thought it had been so long and I'm guess I'm glad I called. I ain't glad I'm called cause I didn't want this to happen, but I wouldn't have never knew I had to refill out another set of papers, so I didn't know that.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] So I don't know if I said that paper for you all, cause when it, when it came in the mail, it has something on that front copy about Doctor V and Doctor V is his doctor, but he wouldn't have knew nothing about his policy form, but we just recently started going to him and he had, that is since he was back teaching and he's been retired since [PII].
[CUSTOMER][NEUTRAL] So, that's why I think it was another paper, cause I don't know how that doctor would have knew anything about that.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Yeah, cause I see in the notes that they confirmed the claim form was sent, so I know that that definitely.
[AGENT][NEUTRAL] was from us and then the day before that, the authorization was sent over, so the process is, is that
[AGENT][NEUTRAL] Uh, we create a form, we send that to another department and then they will actually mail out the policy certificate and then any forms with it. So there is, you know,
[AGENT][NEUTRAL] Some time that it takes as far as from the request being created, then getting to that department, that department completing the request and the forms actually being put in the mail and then you receiving them.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I just wonder, so if, if y'all would have send it out, would y'all would have send it out like, like in a big brown envelope like through UPS I was out of town Saturday when it came cause it was my little grandbaby birthday in [PII], so I was there. But when we got back Sunday, they was just sticking outside the door and it was, you know, I had to had a little wooden piece of paper. It was like a like a cardboard box that like the vanilla phone. It was in like a cardboard box.
[CUSTOMER][NEUTRAL] Kinda like and I tore it off and
[AGENT][NEUTRAL] I mean,
[AGENT][NEGATIVE] I feel like it would be in a larger manila envelope because the policy certificate itself, which was requested and sent or showing sent, the policy itself is 34 pages.
[CUSTOMER][NEGATIVE] Oh no, I didn't get nothing. No, no, I didn't get nothing like that. So I don't know what I feel about sending.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] But it, but it did have a.
[CUSTOMER][NEUTRAL] Well, on my, on my email that I just uh read to you, that's uh
[CUSTOMER][NEUTRAL] What it said on that, uh.
[AGENT][NEUTRAL] Right, so the email is valid because that would be coming from us at the care team. So that was the claim form needed to go ahead and start the claim under the policy, and then you'll go ahead and submit the pathology report with that. So all of that is good. As far as where the policy is in this authorization form, I feel like that's where we're kind of at. We need to figure that out, correct?
[CUSTOMER][NEGATIVE] Yes, cause I haven't received that to, you know, to update and I don't want, you know, something to happen to him and then I can't speak to y'all on his behalf and he can't speak because, you know, I mean, I, I, I mean, as you can see how many days it's been for me to
[CUSTOMER][NEGATIVE] You know, to receive it and, and do, do it back. And I remember talking to a lady and I told her that I went the same day I got out of work. The next day I went and got the pathology report, and I've been had it just waiting on the, the paperwork to come in cause she said she would have to send something for me to update it, cause it had been since [PII] since he did that.
[CUSTOMER][NEUTRAL] And then I was asking like some of that stuff I didn't understand, so I was gonna get my aunt to help me with it. And one paper was gonna be like, I could speak and, and like she, she, I, I don't know if she could ask questions, but the third part was gonna be like, if, if she asked a question, maybe I didn't understand how to figure it out. Well she was gonna ask a question, it was gonna be uh legal to do that. So I think that's what the
[CUSTOMER][NEUTRAL] The two papers, 3 papers she was sending me out, the policy paper to update it from the uh [PII] and then uh the third authorization like if it's like
[CUSTOMER][NEUTRAL] Me, [PII], and, and her, you know, yeah, but I haven't received none of that. Could you tell me what date that's supposed to been sent out? Or when did I request it? Or when did she request for me to have it?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It was on, it was on the, it was on the [PII] of this month.
[CUSTOMER][NEUTRAL] So today is the [PII].
[AGENT][NEUTRAL] Mhm. Do you have access to email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do, but I, I kinda don't know how to um kinda do it.
[CUSTOMER][NEUTRAL] I don't know how to
[CUSTOMER][NEUTRAL] Print it off.
[AGENT][NEUTRAL] I can definitely put in um I was just thinking email would be.
[AGENT][POSITIVE] Quicker to get it to you. Do you have somebody like if we sent the form they could print it out for you?
[CUSTOMER][NEUTRAL] OK, so if you send me the.
[CUSTOMER][NEUTRAL] So that don't mean that y'all will fax it. I didn't want hear about it at my job knowing, so if you send me this through email, I could like print it out on the computer and just one person could know just right.
[AGENT][NEUTRAL] Yeah, so like we could just email it and then if you want you could forward it to somebody you know and they could print it for you or you could just print it um it's not gonna come on like a fax machine or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, can you?
[CUSTOMER][NEGATIVE] Oh well that's good cause that your job, peoples are nosy. I don't like that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, well, I mean, well, we'll try to um send it to my email now and I might get one of the one lady here I trust well, and I might can get her to do it for me. So you say it's gonna be 30 pages?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm just gonna, no, what I'm gonna send you is just the authorization form so you can get that filled out and sent back. Um, the policy itself that we can resend in the, but the authorization form sounds like is something that we wanna go ahead and get taken care of.
[AGENT][NEUTRAL] So you can speak, you know, like that seems like that's more, um, I know we need to take care of, yeah, yeah.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] Important, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So, what's your email address?
[CUSTOMER][NEUTRAL] OK. What
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the email's coming from the care team at [PII]. So that's gonna be the address, OK?
[CUSTOMER][NEUTRAL] OK, so it should come here before we get off the phone, right?
[AGENT][NEUTRAL] I just sent it so we can wait a few minutes and hopefully it should come through here. It's gonna say authorization form in the subject.
[CUSTOMER][POSITIVE] Oh, thank you so much, Ms. [PII]. You're such a blessing for me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so [PII], right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it came today. Yeah, it said it right here. So I just, I just let somebody, uh, and I fill out these uh two forms and fill them back, it's two forms, it say 2 dash.
[CUSTOMER][NEUTRAL] I got my glasses on. But anyway, I just fill these forms out and mail it back. Can I mail, can I mail the pathology report back with this?
[AGENT][NEUTRAL] Yeah, if you want to, so it's 2 pages. The first page is just instructions and if you look at the very bottom of the page, the mailing address is on there and also is our phone number and fax number, so you only have to fill out only one page it's page 2 and then yeah, you can mail that back to us.
[CUSTOMER][NEUTRAL] OK. So can I fax it back?
[AGENT][NEUTRAL] Uh-huh, yeah, you can fax it back. There's a fax number on there too, yep.
[CUSTOMER][NEUTRAL] OK. Well, I might can get somebody, oh, I, I can bring it back, fill it out this evening and bring it back to work in the morning and get it faxed to you.
[AGENT][NEUTRAL] There you go, there you go. So that way you have that.
[CUSTOMER][NEUTRAL] And then I can.
[CUSTOMER][NEUTRAL] And this, this would be the paper for the update for the 10 years, and then this will be the paper to update for somebody else to speak to, right?
[AGENT][NEUTRAL] Right, that's giving authorization um to speak to somebody else on his behalf for his policy. Correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, well, maybe um.
[CUSTOMER][NEUTRAL] Well, let me ask you this, the claim form that I need. Can you resend that again? Uh, like the policy form, can you resend that in the mail cause it's taking a long time and I, I haven't received it.
[CUSTOMER][NEUTRAL] Oh, you can't. I'm just asking cause I don't.
[AGENT][NEUTRAL] Oh yeah, no, I can, no, no, I can resend it. Um, isn't that also though what you, you got in the, you got the claim form though in the email originally, the first email, not the one I just sent you, didn't you?
[CUSTOMER][NEUTRAL] And it's 5
[CUSTOMER][NEUTRAL] OK, so we got the, the first email is gonna say care team too.
[AGENT][NEUTRAL] Yeah, so that one should be Care team and I thought that when you said that you had gotten the cancer claim form on it and you sent that yesterday.
[CUSTOMER][NEUTRAL] Well, I don't know what I think, but it didn't, well, maybe it was this cause it, it maybe it was Care team, but I was thinking it's supposed to say American public on it. But that's cause the insurance that they take out his check every month say American public.
[AGENT][NEUTRAL] Mm, mm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's, it didn't say this care team on here, so maybe that's where I got confused at.
[AGENT][NEUTRAL] Yeah, that's just the group that's just the group you're getting the email from, um, so we're just like a customer service department within American Public Life.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] So that's, that's why it says.
[CUSTOMER][NEUTRAL] OK, well, I'm trying to go back and.
[AGENT][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] See, do I see the one that y'all sent?
[CUSTOMER][NEUTRAL] The, uh, I'm trying to see can I find it.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Cause the lady did tell me that she could email it, but I told her I didn't really know how.
[CUSTOMER][NEUTRAL] To get it off, but let me.
[CUSTOMER][NEUTRAL] OK, OK, this might be it. It's a complete the attached claim form for your husband cancel policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] So maybe if you think that's it and they they received 6 days ago.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's the claim form.
[CUSTOMER][NEUTRAL] So that can be uh printed off on the, on the computer too.
[AGENT][NEUTRAL] Mhm. And that's what you send.
[CUSTOMER][NEUTRAL] But they have to be
[AGENT][NEUTRAL] But the pathology.
[CUSTOMER][NEUTRAL] To somebody else's email and
[CUSTOMER][NEUTRAL] OK, OK, but this has to be uh sent to somebody else's email so they can print it out for me, right?
[AGENT][NEUTRAL] Yeah, it needs to be, yeah, you'll have to print it if you want to fill it out by hand, yeah, correct.
[CUSTOMER][NEUTRAL] OK. And then I can send this one, the pathology, and the one you just sent me all back together.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][MIXED] Miss [PII], you have been a blessing to me. This is so much for me and this just all the certain happening it's just kinda sad.
[AGENT][NEUTRAL] Oh no, it's over.
[AGENT][POSITIVE] It's very overwhelming. I, I'm, I'm sure and so I'm sorry for that. Yeah, it's a lot of paperwork and sometimes it can be very confusing. So please don't hesitate to
[CUSTOMER][NEUTRAL] Especially when you don't understand.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That's, look, I get it. I, you know, I, uh, it's hard to understand it all. So, but if you ever have concerns, please call us cause that's, we're here to help.
[CUSTOMER][NEGATIVE] Yeah, cause he found out he had breast cancer. Never know a man to have breast cancer. They say it's really common, but it just was a shock.
[AGENT][NEUTRAL] Yeah, it does happen. Yeah, that does, you know, I, you know, I, I'm so sorry to hear that. I personally just have dealt with a lot of that type of diagnosis in my own family and it's just very sad.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I am so sorry and I pray for, for your, um, your family, cause this, this, this is a lot, especially when you're trying to do paperwork and you don't
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's, it's just, it's just a lot.
[AGENT][NEUTRAL] Yeah, no, for sure.
[CUSTOMER][NEUTRAL] You know, and then the paperwork out somewhere but I.
[CUSTOMER][NEUTRAL] You know, I just don't uh
[CUSTOMER][NEUTRAL] Yeah, I don't know what I did with the other.
[CUSTOMER][NEGATIVE] I put a straw bag and now I can't find it.
[CUSTOMER][NEUTRAL] Oh, there you go. It, it's just, it just, it's just a lot cause it's paperwork you is certain things you cause the lady say it'll help pay for uh the gas mileage and we drive like an hour and something, and he had been so many times, but let me ask you this question.
[CUSTOMER][NEUTRAL] Uh, with the gas mileage, uh, it said, she said something on one form whenever I get the forms.
[CUSTOMER][NEUTRAL] And I will get the forms on the 2nd 1. She says it's a section where you send out for gas mileage, so.
[CUSTOMER][NEUTRAL] I'm, I'm just asking this question. We, OK, like,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They thought his uh they did a what they call a uh a PET, I mean a uh a a a a uh a PEC a PET scan.
[AGENT][NEUTRAL] Mhm. Yup.
[CUSTOMER][NEUTRAL] You ever heard of it?
[AGENT][NEUTRAL] I have, yeah. Uh-huh.
[CUSTOMER][NEUTRAL] OK. OK. Well, they did that on him, um.
[CUSTOMER][NEUTRAL] A while back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh not too long ago, sometime in March. And then they saw something on the PET scan.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Last Tuesday, we went to have an EGD last Tuesday. He wouldn't, he wouldn't, they put him on this liquid diet, but when we got there that Tuesday, so we went Tuesday, so.
[CUSTOMER][NEUTRAL] Saturday, Sunday, Monday, he had to have clear liquids and we went for the scan. Tuesday just, the Tuesday prior just passed and we went for the scan cause they saw something on the PET scan. So we went for the scan and then the, the, the, he wouldn't, there was too much food in the office so.
[AGENT][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] We had to do it again this Friday. Friday passed, Friday passed, and he still had too much in it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So he had to go back on the clear liquid. He's been on clear liquid since Saturday. So like Saturday, Saturday, Sunday, Monday. He had to scope Tuesday. We went Tuesday. It didn't go, so he had to be on liquid Tuesday, Wednesday, Thursday to last Friday. He had the scan, it didn't do, so they put him back on liquid Friday, Saturday, Sunday, and they just did the scan yesterday.
[AGENT][POSITIVE] Oh, bless his heart. Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, we went to [PII] like all them times. So, do I add that too, or you just have to go to just where he go for the cancer doctor? I'm just asking.
[CUSTOMER][NEUTRAL] Cause I don't want to feel like nothing wrong, but they, the, the PET scan shows something, so that's why he had to go to do the EGD because he's supposed to have surgery next Wednesday on the, on the 23rd for the cancer, but we had to go.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The 3 times to do the EEG cause it never was clear enough to yesterday.
[CUSTOMER][NEGATIVE] So do I, if, if I was filling out the gas mileage, do I do them times or I don't? Or I just supposed to do just for Doctor V the or the oncologist and the surgeon doctor, how did that go? cause I don't never feel about this and I don't know how you feel it out really.
[AGENT][NEUTRAL] OK, so the transportation and lodging says that we will pay the amount shown on the policy um when a covered person who has been diagnosed as having cancer to receive radiation, chemo, or immunotherapy.
[AGENT][NEUTRAL] So it looks like the transportation and lodging that the policy provides, it looks like that is reimbursable once you have the diagnosis of having cancer and if he had to receive, if he was traveling to receive treatment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. So we don't, OK. So it won't pay nothing until he started having chemo. That's what you're saying.
[AGENT][NEUTRAL] Correct. So I would not fill out on that form as of right now. Don't worry about the transportation portion, um, and just try and keep track of that once he starts receiving any treatment, and then you guys can be reimbursed.
[CUSTOMER][NEUTRAL] OK, OK. When I, like I say, I, I never, I just know the lady say you can tell I said well we done been to Sreport a bunch of times cause we had to go to the, the, the, the, the uh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The oncology doctor. We've been there like 3 times, but they made 3 times for that just to go see him.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And we went on like 3 times to try to have the scope done. And like I said, he just went back to the oncology doctor today to get some blood work did for the surgery for next Wednesday. So, but don't write none of that cause none of that don't count, right? So don't fill out none of that and, and, well, I, I'm just, you know, like I don't know how it works, so I don't even know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How this policy pay. I don't know nothing about it. I just know that, you know, he had it for years and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm just, I don't know what I'm supposed to do. I'm just doing what y'all tell me to do cause I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, so as of right now, yeah, I would not worry about transportation.
[AGENT][NEUTRAL] Um, you're wanting to at this point, go ahead and get the claim form filled out with the pathology and get that sent to us. Does, let me see, does this plan have a
[AGENT][NEUTRAL] Yeah, so right now, just do the pathology I would do and just the claim form for that and then go ahead and the authorization form.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Because you'll want to claim any transportation in the future, you'll just wanna save any receipts that you have for that in the future.
[CUSTOMER][NEUTRAL] OK, so, so you're saying when I buy gas, I need to save the gas receipt?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm still here. Give me just a second. Let me see what is. No, that's OK. That's OK. Let's see. Um.
[CUSTOMER][POSITIVE] Oh, I'm sorry, I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Travel lodging, what do they ask for on here? OK, they're gonna ask for.
[AGENT][NEUTRAL] They're gonna ask for the date.
[AGENT][NEUTRAL] They're just gonna ask for the method of travel, it looks like.
[AGENT][NEUTRAL] And then, of course, where you're going, they'll want the treatment facility.
[AGENT][NEUTRAL] But I feel like
[CUSTOMER][NEUTRAL] So each, well, I know once we send warning that the treatment would be at the same doctor every time. I know that. I don't think they're gonna switch doctors.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so it does say.
[AGENT][NEUTRAL] Um, itemized invoice or itemized receipt should include the service or item purchase, date of service, and date of purchase. So, yes, a gas receipt. Charge amount.
[AGENT][NEUTRAL] So save gas receipts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so after he had the surgery on the [PII], not, not before, but after the [PII] when he had the surgery, I don't say that receipt going. It's when we get ready to go back for after the surgery that I start.
[AGENT][NEUTRAL] Right, save all your receipts um for any transportation.
[CUSTOMER][NEUTRAL] So, with the [PII], when you go to have the surgery, would that be a day you start, or I have to wait till after that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, you're gonna want to start the date that he has the surgery because at this point, he's already had the diagnosis because you're gonna send the pathology report showing that.
[AGENT][POSITIVE] And so he's getting treatment for the actual cancer. So that surgery is gonna be a covered benefit under his plan.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so anytime I get the gas at the gas pump, I just need to get the ticket out, right?
[AGENT][NEUTRAL] Mhm. Yeah, and then maybe just like an envelope to save them in and um it'll have the date on it and then that'll help you when you're filling out the form because you're gonna need to put the date that you went there and so you'll have that as a point of reference also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's a lot. I might call back another day, but for now, I won't, but I, I'm gonna try to get those papers, so you're gonna, the first paper, the first thing you sent me was the form to fill out to, to make sure I can speak to you all in the third part, that's what gonna be the first email you just sent me today. And then 6 days later, they sent me an email and that's gonna be a claim form I got to fill out that I sent back with the pathology report, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yep, and then you can put all those forms in the same envelope.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, then. Well, I thank you so much, Ms. [PII], and uh, don't be surprised if I call back cause this is a lot for me and, and, and this is a lot of running. I've been, I've been going to sleep for like so many times.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You know, and it's like an hour some drive and I'm missing work and coming back to work and getting up early and trying to make a few hours cause I know I'm gonna be gone a lot of hours and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a lot, but I know God don't make no mistakes and
[CUSTOMER][POSITIVE] And I just pray you don't, you know, sometimes cancer don't be bad. You live a long time and we won't know to take it out to do the biopsy. So I pray the um the people in your family that's going through it. I hope God spare him, them and, you know, make, you know, life easier because when you get that, you spend more money, you know.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][NEGATIVE] Buying medicine and doing stuff and you run short of money and you can't work extra cause you can't leave them and it's, it's a lot.
[AGENT][POSITIVE] It is, it definitely is. I, I, I totally agree and I just appreciate all your kind words and I send those right back. I hope that everything goes well and you're absolutely right. It is something that you can make it through. My mom, you know, she was diagnosed with it 5 years ago, and God bless her, she is still here today and she's cancer-free, so don't ever give up hope.
[CUSTOMER][NEUTRAL] So it's a lot.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Oh, thank you. Oh no, I, I won't, I, I, I'm not gonna give up, but you know, I, I, I, I, I, I'm gonna tell my granddaughters. I have 23 granddaughters, and I just got one a year, yeah, for Sunday, she wait a year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, the 13th, but a little party was on the 12th, but, uh, I'm gonna tell my daughter, it's her first baby, she's 40 with her first baby, but I'm gonna tell her, and I have an 8 and will be 9 year old granddaughter, and I'm gonna tell them when they get a job, start putting at least $70 a pay period back for to the day something happened cause
[CUSTOMER][NEGATIVE] You know, they can have, you know, extra money if, you know, something like this do come up and like this cancer policy ever have. I don't think it, it paid very much. I don't know he got the wrong one. I didn't know him back, you know, then when he, when he did this policy, you know, he taught school 34 years, so, and I made him a few years before he retired, well, not more than a few, but you know, when he got it, it's the wrong policy cause
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Most cancer policies like pay when you, you they know you got cancer and they do this, but I know when he had surgery, he got to stay in the hospital a few times, so do we pay for him staying in the hospital?
[AGENT][NEUTRAL] Yeah, no, I think it does have a hospital benefit on it. Let's see. Um.
[CUSTOMER][POSITIVE] I'm sorry to take up so much of your time. If you need to go and I'll call you back, I can.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, no, let's get all your concerns addressed here.
[AGENT][NEUTRAL] Um, OK. So if he's confined in the hospital, it looks like for um cancer treatment, it looks like the plan does pay $300 per day for the 1st 30 days.
[AGENT][NEUTRAL] And then it would pay 600 a day thereafter.
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] I pray he don't have to stay 30 or 60.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They can have them $300.
[AGENT][NEUTRAL] Right. Um, there's a surgical benefit on it. So, uh, for the surgery, um, it looks like it's a maximum of $4000.
[AGENT][NEUTRAL] So as
[CUSTOMER][NEUTRAL] That they will pay on the surgery.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] For him having the surgery, they'll pay that on his bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the maximum that they're gonna pay, yeah.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] And then it has benefits also for, so let's see.
[AGENT][NEUTRAL] Um, anesthesia, if there's any of that involved, it pays 25% of that.
[CUSTOMER][NEUTRAL] Where you going?
[CUSTOMER][NEUTRAL] Well he gonna have anesthesia cause you know they got to put you to sleep.
[AGENT][NEUTRAL] Mhm. And it looks like it's also got, go ahead.
[CUSTOMER][NEUTRAL] But let me
[CUSTOMER][POSITIVE] No ma'am, you go ahead. I'm sorry.
[AGENT][NEUTRAL] No, that's OK. I was just gonna tell you that the radiation chemotherapy benefit, it's gonna cover up to $20,000 in a 12-month period.
[CUSTOMER][NEUTRAL] OK, well, let me, let me ask you this.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] When he had the surgery.
[CUSTOMER][NEUTRAL] I know that, well, he didn't, they didn't.
[CUSTOMER][NEUTRAL] I didn't go that day he went to, but that my daughter took him cause I'm trying to say what time I can say cause I don't know how it's gonna be needed and I don't have a lot of sick time. So my daughter went with him, but I know she said that he would have to
[CUSTOMER][NEUTRAL] Stay she didn't exactly say how many days, but she said he would have to spend the night.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, before I leave that doctor's office the next day, do I need to, what kind of paper do I need to get from the hospital so I already have it? What, what I need to get from them?
[AGENT][NEUTRAL] So here would be my recommendation that email that I sent you today.
[AGENT][NEUTRAL] With the or no, I'm sorry, the email that you got sent like 6 days ago that claim form.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. So if you can, I'm gonna put in a request um to have some more sent in the just US postal mail, but if you can make, try and see if you can make two copies of it, because you're gonna fill out the one and send it back to us with the pathology report and everything. But anytime that he's having something done and you're filing a claim, you need the claim form.
[AGENT][NEUTRAL] So if you can print out an extra copy and then take that with you when he's having this surgery, explain to them that he has a cancer policy because there's a page in there that the physician needs to fill out. So when you're speaking to them, I would just say, hey, he has a cancer policy that has benefits on it. We have some information that we need filled out so we can get these claims paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that way they can go ahead and fill out that paperwork for you.
[CUSTOMER][NEUTRAL] OK. OK, so I get some claims form made when I get it, uh, when I get it, uh, in a little bit when uh when the, I, I work at a clinic, so, but I clean up, so when we slow down, I have the nurse to uh do that for me and I have her to make me some extra copy of the second one.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Because the claim one, the claim form you sending me would be the claim form for anything that they do, it'll be the same claim form, correct? OK.
[AGENT][NEUTRAL] Mhm. Mhm. Yes, ma'am. Yeah, it's, it's not gonna change.
[CUSTOMER][NEUTRAL] I, I, I
[CUSTOMER][POSITIVE] You're talking to me. I've been learning a little bit.
[CUSTOMER][NEUTRAL] Not, not, not enough probably I learn a little bit.
[CUSTOMER][POSITIVE] OK, Ms. [PII], I um sorry to take up so much of your time, but like I say, I'm so blessed your mother is still here with you, and I'm glad [PII], you know, uh, cancer free her body and, and I pray I do that for, for my husband, you know, cause he's a, he's a good person, but he just
[AGENT][NEUTRAL] Oh, I'll keep you guys, yeah, I'll keep.
[CUSTOMER][NEUTRAL] He's just going through a lot. He got diagnosed with prostate cancer like several years ago and on the [PII] of this month, he got to go have that shot, but it's been doing good and he hadn't had that for somehow many years, but we, I ain't notified no claim against that. I ain't know if I'm supposed to do something for that. I, I don't know, but he been had that now, so, but he still had this insurance when he had it. Like I say, whenever he's [PII] something, he started teaching and he got this insurance then from what he said, but
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know. It's, it's just a lot.
[AGENT][NEUTRAL] It is, it is. We do.
[CUSTOMER][NEUTRAL] And he's [PII].
[AGENT][NEUTRAL] Right. Well, you guys will definitely be in my thoughts and prayers and just try and work on this one thing right now as far as the authorization, the pathology, and the claim, and then you're gonna print out an extra claim form. And then when you get to the next step, when, once he's had the surgery and stuff, once you're ready to do that, if you need more help, just call us. Try and take it just one thing at a time.
[CUSTOMER][NEUTRAL] OK, I might call you today uh before we leave the hospital, uh, so the doctor can do that. So maybe I need to.
[CUSTOMER][NEUTRAL] Maybe I need to give him that today where we go in early that morning, I think we're supposed to be there for
[CUSTOMER][NEUTRAL] [PII], so I might just try to get a hotel in [PII] cause we got a lot of where we live, there's a lot of construction on I-20 and I ain't never traveled.
[CUSTOMER][NEUTRAL] Early in the morning, like going to sleep for, it's like an hour and something. I never traveled that early, so I don't know if it's, it's a lot of construction. They just found what they have done, but then they got a roadblock like 20 minutes and then you go like 40 more minutes and then you run into little old bridges, little bit like you about to
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] If they close up on you, they made the road so narrow and that go like 20 minutes on this little narrow road, it's just a mess so maybe I need to try to stay over there and uh I can charge it on the charge card and just pay for it when I can, you know, but uh I might cause you know, like I said, I never drove 5 a.m. and I would need to leave at 5, but that's 2 hours just in case if it's an accident or
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Or something, you know, so I, I don't know, it's, it's a lot, man. It's a lot.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I advised anybody.
[CUSTOMER][NEUTRAL] Now they in time to put up as much money as you can.
[CUSTOMER][NEUTRAL] You know, cause when something like this happen, it's very difficult. I bet we have spent like
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] $275 for gas, like less than a month, or rather a month like we've been going like every, we've been 3 times this 3 times last week.
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[CUSTOMER][NEUTRAL] So we had two, he went for that, then he had to go another one for another doctor appointment over there. Then prior to that we had to go on Monday and a Friday. So we haven't been so many times, it's like $25 each time.
[AGENT][POSITIVE] No, it adds up quick. That's for sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah. But anyway, uh, Miss [PII], uh, you don't know how grateful I am for you to have, uh, the patience you have had with me and the time you took with me, because a lot of people don't do their job. It's for instant when we went, uh, he went Friday, I took him to do the uh EGD and I told him, I mean, Monday, Monday, well we went Friday too but Monday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I said, well, he have a doctor appointment with the oncologist, uh, the one that sent him that on the oncology one that sent him that from I say from the PET scan because it was something he saw and he thought it might have been canceled on his esophagus, but it wasn't. So when we went yesterday, the, he said, the doctor said that he said, well, I'll make sure. I said, we have an appointment at 10:30.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] With uh Doctor [PII], he said, well I'll make sure he had the the report uh fax over there. I said OK. And my daughter took him the day when they got there and uh that this said. Now he's supposed to have the surgery on the 23rd now. He's he recommended the doctor to do the surgery. The doctor that do the surgery were gonna do the surgery. He, the doctor today, the oncology, he didn't even know when the surgery was scheduled and then the EGD we did yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That they had never seen him no report, so he didn't have nothing.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And that's sad.
[AGENT][NEUTRAL] Right. No, it is.
[CUSTOMER][NEGATIVE] Now that's when you think how many people that have cancer and might can't remember and don't know what to do, and depending on you to do what you say, and they, they might don't, can't remember that I did supposed to have this, but what doctor, how you gonna recommend, I'm gonna recommend you to do my surgery and then you set a surgery date and then you don't even let me know if the oncologist when it's gonna be. What kind of stuff is that? I don't understand that.
[AGENT][NEGATIVE] Yeah, yeah, I don't either. People just don't want to do their job.
[CUSTOMER][NEUTRAL] I mean, that's, that's, that's, that's kind of.
[CUSTOMER][NEUTRAL] Right, right. So I got to call the oncologist people.
[CUSTOMER][NEGATIVE] And uh, I mean, I got to call the man gonna do the surgery and find out they nurse, why ain't nobody find Doctor V when the surgeon supposed to be? Cause he didn't have none of that information today.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] And this is next week and but, but they, they scheduled this a week and a half ago.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] That's terrible.
[CUSTOMER][NEGATIVE] This, this, this little stuff bothers me cause I know what a job is supposed to do, you know, and just like they're not caring enough. They like, they got too much, they make getting so much money, they just lacking, you know. When you get cancer, doctors get a lot of money, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Well, they just look at you as a number and not a person and all of that, and that's not right, you know, we're all human beings and
[CUSTOMER][NEUTRAL] But anyway,
[AGENT][POSITIVE] And everything so but I wish you guys all the best and you, like I said, give us a call if you have any other questions or concerns, OK?
[CUSTOMER][POSITIVE] Thank you Miss [PII]. I appreciate your time.
[AGENT][POSITIVE] You're very welcome. Be blessed.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye-bye.