AccountId: 011433970860
ContactId: 16351cbc-a8f8-440d-aa57-fa09274bd656
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1601780 ms
Total Talk Time (AGENT): 670750 ms
Total Talk Time (CUSTOMER): 611698 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/16351cbc-a8f8-440d-aa57-fa09274bd656_20250513T13:14_UTC.wav
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[CUSTOMER][NEUTRAL] So inside yeah.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have some questions. I hope, [PII], get in here. I have some questions about um a couple of claims I need to talk to somebody about.
[AGENT][NEUTRAL] OK, well, I'll be able to help you with your claims questions. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] [PII], my number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. May I have your policy number?
[CUSTOMER][NEUTRAL] Oh, let me see where I have it.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Oh, for the page.
[CUSTOMER][NEUTRAL] Um, 02569199.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you with your claims?
[CUSTOMER][NEGATIVE] All right, there's a couple problems here and I'm getting really frustrated. Um, so I filed a claim for a surgery on March.
[CUSTOMER][NEUTRAL] I'm trying to remember the date now. [PII], um, I can't remember. [PII] or something like that in that area. Anyway, I I probably have to, I could look at my calendar.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I tell you the date exactly. Uh.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Why you're doing that, is that, are we talking for you or one of your dependents or your spouse just so I can go under them?
[CUSTOMER][NEUTRAL] For my, for my husband, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I, I filed a claim for surgery on [PII].
[CUSTOMER][NEUTRAL] And y'all asked for the surgeon's notes. So I got those and it's the time by then, he'd already had another surgery on [PII]. So I got both sets because I know you want asked for them. Well, I mistakenly uploaded all of them and I hadn't even filed a claim on the [PII] 1 yet. So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, uh, went through and filed the claim and uploaded those again. So here's the deal. Y'all told me you needed the surgeon's notes to see if it was cancer because the diagnosis codes didn't say it. So I got that, like you asked me to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and sent those in and I tried to note that on what I sent in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then I went ahead and uploaded for [PII] too, which that claim I have in my hand that y'all just.
[CUSTOMER][NEUTRAL] Responded to is 3600157.
[CUSTOMER][NEGATIVE] Anyway, on this, it says, under surgery benefit, it says, in order to give consideration to this procedure, please send the pathology report for the state of service. Now you keep asking for different stuff. I don't know if there was a pathology report. I sent the surgeon's notes like I was told you would need to show what needed to show. And I don't like being told piecemeal to get this stuff. I'm sending you everything I can get. I'm gonna be really frustrated cause it's hard to get this stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I know you got a lot going on, so I want you to calm down, we're gonna figure it out. So here's the thing. Anytime and I the easiest thing to do so that you can take this off of you is to give this policy number to the anytime you give your insurance card, give this policy number and tell them that you have a cancer policy. That way,
[CUSTOMER][NEUTRAL] And I, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] The hospital doctor, wherever he goes, they file it. You don't even have to worry about this. So you, you don't have, they, they're supposed to be doing all this, which is why you don't know what to send in. So, I don't want you to be frustrated, but I'm gonna help you get what you need, OK?
[CUSTOMER][NEUTRAL] OK, cause they always tell me they don't do that. We have to do that.
[AGENT][NEUTRAL] Oh, so they just don't want to do the work. So, you should, you should, yeah, it's one of them. OK, so just in general, they're gonna make you, um, and every, every provider, when I say provider, that's doctor's office, hospital, anywhere you go, the rules are different. So if one place he goes to makes you do the work, the other places might not. So just try to give it to them and see what they say. So,
[CUSTOMER][NEUTRAL] They said they don't do the filing.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] If you do have to file it, you're always, anytime you're trying to prove something, you know, like a diagnosis, you'll always need the pathology report. The pathology report is different than the surgery notes. The surgery notes will just really show you why it was done. The pathology report shows this is the diagnosis. This is what we found.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Well, in this, there won't be a diagnosis. He's having to have this because of the leukemia and then he has this medicine, he takes the leukemia medicine and it causes fluid. And so that's why we're in there. So the surgeon's notes say due to his CML and that's when I talked to the person before for the March, March claim.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They said that's all they need so they can see that it did have something to do with cancer. And then I send it in and, and then it says, you know, it says, uh, part of it says the above reference claim is a duplicate or previously, previously submitted expenses. Well, that's from, that's probably, that's from that upload where I uploaded everything.
[AGENT][NEUTRAL] Everything, OK.
[CUSTOMER][NEUTRAL] Yes, and one part of it was for the March claim and part of it was for the [PII] claim that uh didn't file till after that.
[AGENT][NEUTRAL] So when, so what did he, did he go to a doctor's off, did he go to a doctor's appointment, like how did he find out that he had leukemia, because whatever, whatever took place, that's where the pathology report is, that's what I'm trying to get to.
[CUSTOMER][NEUTRAL] Well y'all have that, that happened in July last year and you've already paid on it. So I mean you have that in your records. I don't know why we're having to.
[AGENT][NEUTRAL] We have what?
[CUSTOMER][NEUTRAL] Go all the way back to [PII].
[AGENT][NEUTRAL] Let me do this. What's the claim numbers that you're looking at so that I can pull them up and look at the um denial reasons and kind of be where you are.
[CUSTOMER][NEUTRAL] OK. Let me look, let me give you this one and there's 2 because I got one a few weeks ago and that's, and then I had to go searching for the surgeon's notes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I would tell you no one ever knows anything and I happened to get in an appointment in his office. We went in and they were like, 00 we can print that off for you. I'm like, OK, thanks told me that. Alright, let's see. So the one I looked at today, it is 3600157.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Yeah, what's happening.
[CUSTOMER][NEUTRAL] And I can find and the one previous to that, and I have to.
[AGENT][NEUTRAL] Is it, um, does it, is it 3592328? Oh, you said you got to look for it. I think that's it because these are the only two ones that weren't paid.
[CUSTOMER][NEUTRAL] Yeah, I gotta look for it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have it.
[CUSTOMER][NEUTRAL] One of them, one of them I got $50.01 of them and then questions and then one of them, they said for the surgery benefit, they needed the surgeon's notes.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] In the meantime, since he was diagnosed, our policy changed, the number changed, but
[CUSTOMER][NEUTRAL] Last year's policy number would have the pathology report for his diagnosis.
[AGENT][NEUTRAL] OK, hold on one moment. So I'm just going through the claim, I'm getting the denial reason so I know what's needed, then we can go. So wait, so you said that you have at one point submitted the pathology report. It was just previous.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And we got paid. We got the benefit rider, the 5000, and we got paid on him being in the hospital. He was in for several weeks and several different times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Next, and then what else is this needing? Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] I'm sorry, we're trying to get ready to leave and I
[AGENT][MIXED] No, you are totally fine. I know, I, I can feel that you're overwhelmed and I want to fix this. I want to get at least get this off your back.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] Alright, Max benefit me, OK. So then let me go, let me do the second one. All right, so so far for the one ending in 157, that's the one that needed the pathology report, then the um diagnosis and prevention benefit was maxed out, um.
[AGENT][NEUTRAL] Let me go to the other one now.
[CUSTOMER][NEUTRAL] Right, but the surgery benefit, I guess is separate.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Claim information received but not.
[CUSTOMER][NEUTRAL] Oh, so I see on this claim they're showing [PII] and the [PII], so I guess they combined them.
[CUSTOMER][NEUTRAL] Into one claim.
[AGENT][NEUTRAL] Please provide the hospital and me in this. OK.
[AGENT][NEUTRAL] Do you have the discharge? Well, we'll do one by one. Hold on, let me write this down.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK. And I'll tell you how as far as that goes, that's when they told me they needed the surgeon's notes.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] When they ask for the hospital dish thing.
[AGENT][NEUTRAL] OK, let me find the pathology report so I can send this to claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this all one here?
[CUSTOMER][POSITIVE] And if that's all that's needed, that would be amazing.
[AGENT][NEUTRAL] I hope so that's on the first one, that's it because the other um clothes that were denied, the max was met and then one was uh it was a duplicate, it was on another claim that was paid, so that's why it says that's a duplicate.
[AGENT][NEUTRAL] Um, so let me find the, you say you were paid for the
[AGENT][NEUTRAL] Like the first occurrence benefit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me go back to the older.
[CUSTOMER][NEUTRAL] Which you had to have that to do that.
[AGENT][NEUTRAL] Right, OK. Oh, and you know what?
[AGENT][NEUTRAL] July.
[AGENT][NEUTRAL] Oh, but this has been active in a way.
[AGENT][NEUTRAL] Let me go to the other, the other policy, because you said it was July of last year, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and that policy was uh.
[CUSTOMER][NEUTRAL] I had through a group policy and then it uh so I had to.
[CUSTOMER][NEUTRAL] Convert it to individual policy. That's why it changed.
[AGENT][NEUTRAL] So that may also be what's causing the mix up too, um, because it's, I mean, it's all yours, but it's they would have had to go to the other policies. So I'm gonna go pull it because that policy was active in the last policy was active in July, so I'm gonna try to find the pathology report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], are you ready to put your leg wraps on? I can put the phone on.
[CUSTOMER][NEUTRAL] Speaker.
[CUSTOMER][POSITIVE] Yeah, OK, we're trying to get ready to go to one care and love it.
[AGENT][NEUTRAL] Oh, do what you need to do. I'm just over here searching.
[CUSTOMER][NEUTRAL] So I, so I'm doing two things at once, OK. I'm gonna put you on speaker so I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Are you gonna take this with you? Oh.
[CUSTOMER][POSITIVE] Oh, [PII] said yes we could do the stuff.
[CUSTOMER][NEUTRAL] They can probably text me and say we could do the Sunday school lesson, um, the next two weeks.
[AGENT][NEUTRAL] This is billing.
[CUSTOMER][POSITIVE] It is brilliant.
[AGENT][NEUTRAL] Hold on one moment, I'm sorry.
[CUSTOMER][NEUTRAL] Hold on one moment, OK.
[CUSTOMER][NEUTRAL] OK the response.
[CUSTOMER][POSITIVE] And they wouldn't know they wanted something different. That's why I was calling, um, so she's trying to help me out I help me get it.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mrs. [PII], I'm gonna place you on just a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] All right, thank you. All right. You are on hold.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I do not see a pathology report.
[AGENT][NEUTRAL] Come on, [PII], help me help them.
[AGENT][NEUTRAL] Oh, wait a minute. Oh, wait a minute.
[AGENT][NEUTRAL] September. Oh wait, wait, wait, I might have found it. Hold on. 238-2255. Because September [PII] September to September, June, July, August, September. OK, now wait a minute. I think I found it. 238-2255. Let's go. Come on. Oh.
[AGENT][NEUTRAL] Wait a minute. OK. Let's see how we can, hm.
[AGENT][NEUTRAL] OK, let's just start from the bottom.
[AGENT][NEUTRAL] Preventative daily hospital, drugs, surgery, anesthesia. Where is the first insurance provider?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Anesthesia.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Transportation.
[AGENT][NEUTRAL] Alright, I don't think it's in here.
[AGENT][NEUTRAL] Is that all one?
[AGENT][NEUTRAL] She said 2000.
[AGENT][NEGATIVE] I wish it was a better way for us to search what benefits. Oh, here we go, boop.
[AGENT][NEUTRAL] OK, wait a minute.
[AGENT][POSITIVE] Thank you, [PII]. So now I can help them. 02382255.
[AGENT][NEUTRAL] Oh, wait a minute.
[AGENT][NEUTRAL] OK, wait, go back.
[AGENT][NEUTRAL] 10:30.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I need the forms because I need to know.
[AGENT][NEUTRAL] Um, here.
[AGENT][NEUTRAL] Please be a copy of the pathology report, pathology report. I need to see that this might be.
[AGENT][POSITIVE] And uh, she's gonna be so happy. This is not a pathology report.
[AGENT][NEUTRAL] I mean, but it, it, it, that's why they pay it out.
[AGENT][NEUTRAL] It's the write up of this the written report.
[AGENT][NEUTRAL] There you go.
[AGENT][NEUTRAL] How do I get this?
[AGENT][NEUTRAL] OK. How do I get this, OK, I'll figure that on the back end. Let me.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So I had to, so it wasn't the policy before this one, I had to go up to, but I did find the payout and the pathology report. So I'll go ahead and send um this over to claims for you and this um
[AGENT][NEUTRAL] I just want to make sure that this is right. I'm pretty sure it is, but just to make sure, um,
[AGENT][NEUTRAL] It says leukemia or lymphoma.
[AGENT][NEUTRAL] Um, the final, yeah, this is it.
[CUSTOMER][NEUTRAL] Chronic myeloid leukemia, that's what it's.
[CUSTOMER][NEUTRAL] I don't know if that's what it says, but that's what it is. That's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is the, this is what you sent in and they paid out, um, they used it to pay out on the first occurrence benefit. um, so I'm going to send this back to them because it's the same, I mean, you know, it tells the, this is the pathology report. It's like a copy of the written report, so yes, um, I'm gonna send this back to them and then do you have, I'm looking for um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Admission or discharge papers from [PII]?
[CUSTOMER][NEUTRAL] Uh, well, I'd have to look what they gave us when we got out [PII]. I think we were in.
[CUSTOMER][NEUTRAL] Uh, so on [PII], we were still in the hospital through the [PII], I think.
[AGENT][NEUTRAL] Let me see what this is asking for.
[AGENT][NEUTRAL] I'm gonna do it like this, [PII].
[AGENT][NEUTRAL] [PII]. I don't see anything on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, that's, let's see, that's November.
[CUSTOMER][NEUTRAL] I need to find the ones for December.
[AGENT][NEUTRAL] Oh, that would be the reason.
[CUSTOMER][NEUTRAL] And I guess that's what they send you home with. That's what you're talking about, the papers they send you home with, like, OK, let me see, um, which one? That's July and that's November by December.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Wait a minute. You said um the [PII], I mean, I'm sorry, [PII]? Let me see what this is.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] Let me look in this claim and see if there's some discharge papers because this is uh that exact date range. Hold on one moment.
[AGENT][POSITIVE] If I can find those, then I can send that over too, and you won't have to look for it. Hold on one second.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm just gonna place you on another brief hold while I search, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right. So for this one, let me put some notes so that I can find it. Uh, path report is 2.
[AGENT][NEUTRAL] On base 238.
[AGENT][NEUTRAL] 2255103 2024. OK, so I'll know how to find that.
[AGENT][NEUTRAL] And then I need to get out of here and go back to the other policy.
[AGENT][POSITIVE] OK. Oh, she's gonna be so happy. 256-91999.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] So let's do [PII]. 0, well, let's get started.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Any discharge papers? Nope, that's the claim form.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You decide.
[AGENT][NEUTRAL] OK, hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you so much for holding. So for the [PII], um, we just received the billing and like the claim form. So I, we do still need the um
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Either the well, the discharge papers, discharge papers will have the admin and discharge, so you can do all in one for that.
[CUSTOMER][NEUTRAL] OK, because the discharge papers that they gave me, they're calling them an after visit summary with instructions, that's all they gave us.
[CUSTOMER][NEUTRAL] And is that gonna have on it what you need?
[CUSTOMER][NEUTRAL] It says why you're, it's like in [PII]'s terms, why you were hospitalized, next step.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Everything that happened to, you know, the medicine you took in the hospital, your upcoming hospital visits.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I mean, yeah, that's, that's what's on a dish. I mean, maybe they just call it something differently. Um, do they have codes on there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do they have what? codes? I don't. No, I don't.
[AGENT][NEUTRAL] Do you see any coding?
[AGENT][NEUTRAL] Does it, does it show the date range though, [PII]?
[CUSTOMER][NEUTRAL] It does and it says pericardial effusion [PII], Providence Covenant Medical Center and then it says your instructions, why you're hospitalized, all that stuff.
[AGENT][NEUTRAL] That's literally all that's on the discharge summary. I think they just call it something different. Um, you can upload that when you can and we'll go ahead and continue processing um that claim, and then I'm gonna send this pathology report over to claims so they can continue processing the claim on the new policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] When I upload this and it says, it says page 1 through 35, but only page 1 through 9 is that that the rest of it is information on.
[CUSTOMER][NEUTRAL] I don't know if you need the whole thing cause it says.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, that's page 22. OK. Yeah, so it's like, uh, taking opioids, it's informational on the drugs that they were.
[CUSTOMER][NEUTRAL] And what a pericardial infusion is. Do you need the whole thing?
[AGENT][NEGATIVE] I would send it just to, I'd rather send it and they not need it than they need it and you have to send something else in.
[CUSTOMER][NEUTRAL] OK, so when I send this in, do I need to put a particular claim number on the top of it? Is it for a different phone number?
[AGENT][NEUTRAL] Um, so this one is for, um, claim number 359.
[AGENT][NEUTRAL] 22328.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3592328
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'm gonna write that on the top and I'll scan it in and I can submit it. It'll be later today.
[AGENT][NEUTRAL] Mhm. And then we'll go ahead and get that started. Yes, that's fine whenever you can. And then I'm gonna send for the one ending in 0157. I'm gonna send the pathology report back to claims um so that they can go ahead and process that, that one.
[CUSTOMER][NEUTRAL] Will that be the same?
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK and it looks like on that claim it looks like they combined the March and April together so I was, I was worried they were ignoring one but it looks like on there it said.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] On that, the line where it had the surgery benefit.
[AGENT][NEUTRAL] Let me go to that one, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for the surgery benefit, that's the one that's asking for the pathology report. Let me see what else is going on.
[CUSTOMER][NEUTRAL] Right, and it says it says from [PII], so I guess that's for both dates.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because the, the, yeah, the pathology report, the sur, how am I trying to say this, the surgery is because of the finding in the pathology report, so it will cover everything.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, right, so it'll cover both surgeries then that'll be good.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I really appreciate your help with this.
[AGENT][POSITIVE] You're very welcome, Mrs. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I'm sending this over for you now, and I hope you have a good day.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.