AccountId: 011433970860
ContactId: 1a5f1246-bea6-4718-aa8d-cac3c0ee6216
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1684670 ms
Total Talk Time (AGENT): 406654 ms
Total Talk Time (CUSTOMER): 753922 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1a5f1246-bea6-4718-aa8d-cac3c0ee6216_20250204T16:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing this morning or this afternoon, whatever it is.
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm good um I have an insured on the line and have some questions about claims is that something that you can help with?
[AGENT][NEUTRAL] Sure, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 2533255.
[CUSTOMER][NEUTRAL] It should come up as [PII].
[AGENT][NEUTRAL] OK. And what is her question?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm speaking with [PII] and I see in the notes that there's a 3rd party on file and I was trying to find the third party first of all I can't even find it. Do you see it?
[AGENT][NEUTRAL] OK, let me take a look. Who is he identifying himself as like the broker?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] He's the, no, he's the spouse. I'm sorry.
[AGENT][NEUTRAL] OK, let me see if we have it.
[CUSTOMER][NEGATIVE] I looked in on base, but maybe I'm just not looking in the right spot.
[AGENT][POSITIVE] Yeah, we have one. I can share my screen. Do you mind? I can share my screen and I can tell you how to get to it.
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Oh, you're not on teams. Hold on.
[CUSTOMER][NEUTRAL] No, I'm not, but if you tell me are in on base?
[AGENT][NEUTRAL] Yeah, I'm in, no, I'm not in on base. So if you go to this screen and this is what the screen is called, CHIP, which is the HIPAther release.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you'll key in that policy number.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then it shows his name and when it began and when it will end.
[CUSTOMER][NEUTRAL] Got you, girl. Thank you so much for that. Um, OK, so he is a little, he's a little confused, doesn't understand. If you look in the claims.
[CUSTOMER][NEUTRAL] The recent one that just paid today or yesterday 23 it's claim number 355.
[CUSTOMER][NEGATIVE] 8957 he doesn't understand why it just paid $700 we went over some of the like denials.
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'll be honest, he's very stressed out like he's had some claims that hasn't paid it sounds like.
[CUSTOMER][NEUTRAL] His wife's not doing well and he's really just trying to understand why it's only paying this much and he was going kind of on all these other amounts and said, you know, hey, it may be better if somebody processes claims kind of goes over your concerns with you.
[AGENT][NEUTRAL] So let me take a look, so we did pay it looks like we paid the.
[AGENT][NEUTRAL] Surgery, but on the chemo, we still need the EOB. This policy, the state is
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], yeah, it's based off actual charges. So he hasn't submitted the actual EOB which is from their major medical insurance carrier in order to consider the chemo. It looks like that's missing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me double check and see what else.
[AGENT][NEUTRAL] Cause see from what he sent in, it just looks like a
[AGENT][NEUTRAL] Billing statement. I don't see any EOBs in any of this. Let me see what else they they had inquired on this EOB.
[AGENT][NEUTRAL] Mm, so 19.
[AGENT][NEUTRAL] Will you pay anything? OK, they pay anesthesia and
[AGENT][NEGATIVE] They already paid the facility. OK, so that's what it was processed as a duplicate cause those are already paid out. They, they only get a max of $150 on the outpatient drug per month. So that's why that exhausted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but you can send it to me. I can't explain it to him.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate you. I hope you have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Here it comes.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] And [PII] had explained to me you had some questions regarding the most recent claim that was processed on your wife.
[CUSTOMER][NEGATIVE] Yeah, I've got a bunch of questions. I just, I'm having a hard time figuring out.
[CUSTOMER][NEUTRAL] Everything, honestly, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I've got, I don't understand, I'm having a hard time understanding.
[CUSTOMER][NEUTRAL] On this last claim that we submitted or we we submitted several of them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but the last one that just showed up today that um is gonna be paid out is the claim number 3558957.
[CUSTOMER][NEUTRAL] For 7 for the $785.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] But this is uh
[CUSTOMER][NEUTRAL] I mean I've got one bill here alone for almost $200,000.
[AGENT][NEUTRAL] OK. Let me take a look at this claim.
[CUSTOMER][NEUTRAL] For for cancer stuff.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like on this claim, we pay for this surgery for 11, I mean, sorry, for [PII]. And it looks like we requested the explanation of benefits for the chemo received for [PII]. I don't show that that was received. And then as far as it looks like there was also some drugs, outpatient drugs that were submitted as well.
[AGENT][NEUTRAL] And as far as on the outpatient drugs, the it looks like you've met your looks like she met her max for outpatient for on drugs.
[CUSTOMER][NEUTRAL] Yeah, I'm not worried. I'm not, yeah, I'm not worried about the drugs. I'm worried about the.
[CUSTOMER][NEUTRAL] I mean it's, it's hard to, I'm not, I mean, I've got an anesthesia charge for 6000.
[CUSTOMER][NEUTRAL] Here I've got our, I mean the our uh um.
[CUSTOMER][NEUTRAL] The time that she spent in the hospital was she spent.
[CUSTOMER][NEUTRAL] Um, from [PII].
[CUSTOMER][NEUTRAL] 13 days in the hospital.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] With her surgery, her colostomy surgery and things like that. I mean, we haven't been paid for our
[CUSTOMER][NEUTRAL] Or uh
[CUSTOMER][NEUTRAL] Days in that we spent in the hospital.
[AGENT][NEUTRAL] OK. Let me take a look.
[CUSTOMER][NEUTRAL] Whether y'all consider a
[CUSTOMER][NEUTRAL] Sat down or I see you I mean.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Even just the step down at $300 is $3900.
[AGENT][NEUTRAL] So I show we did pay the hospital, the daily hospital benefit for dates of service of 12:20 to 12.
[CUSTOMER][NEUTRAL] And that was where?
[CUSTOMER][NEUTRAL] The one for the 3950?
[AGENT][NEUTRAL] Yes, yes, on that claim.
[CUSTOMER][NEUTRAL] And y'all paid how much on that? 300 per day?
[AGENT][NEUTRAL] It was for 13 days. It was 600 paid for that claim.
[CUSTOMER][NEUTRAL] So why 600 when the policy says 300.
[CUSTOMER][NEUTRAL] To 600 per day.
[AGENT][NEUTRAL] It was 2600 paid for that claim.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] 2600
[AGENT][NEUTRAL] So it looks like your daily hospital benefit is I show per confinement is $200 per.
[AGENT][NEUTRAL] Per day for your hospital benefit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so what is the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is the uh.
[CUSTOMER][NEUTRAL] Find it on at the start.
[CUSTOMER][POSITIVE] Oh, the hospital intensive care unit benefit rider.
[CUSTOMER][NEUTRAL] 600 per day or step down unit 300 per day.
[CUSTOMER][NEUTRAL] Max of 45 days per confinement.
[AGENT][NEUTRAL] OK, let me take a look. So you're saying she was confined as in ICU?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] For that, for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She's about to die, so I would assume it would be asking you.
[AGENT][NEUTRAL] OK. Let me take a look.
[AGENT][NEUTRAL] Let me take a look at the billing.
[CUSTOMER][NEUTRAL] Yeah, they charged me 45,000 or something like that for.
[CUSTOMER][NEUTRAL] Just the just the room?
[CUSTOMER][NEUTRAL] And I thought the purpose of having a.
[CUSTOMER][NEUTRAL] Insurance policy that she's had for
[CUSTOMER][NEUTRAL] Been working for the school for 28 years.
[CUSTOMER][NEUTRAL] This thing is only paying out 4000 bucks.
[CUSTOMER][NEUTRAL] Then I got to
[AGENT][NEUTRAL] OK, I'm trying to take a look at the billing to see if it indicates I see you on the information.
[AGENT][NEUTRAL] OK, there are several pages. I'm gonna put you on a brief hold while I can locate to see if it indicated on the information we received that she was in ICU. Give me one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. From the information we have, it shows the billing that she was just in a private room. It does not indicate that she was in ICU. If she was in ICU, ICU will need additional information in order to consider that.
[CUSTOMER][NEGATIVE] No, no, sorry.
[CUSTOMER][NEUTRAL] Uh, every time I call it's additional information.
[CUSTOMER][POSITIVE] OK, so we'll skip that one I guess for now. I don't worry about that so.
[CUSTOMER][NEUTRAL] $40,000 worth of room and board.
[CUSTOMER][NEGATIVE] And she gets paid $200 a day. Now that makes that makes no sense.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I mean literally I'm looking at uh $10,000 10,000 dollars, $8000 for services and stuff.
[CUSTOMER][NEUTRAL] General labs alone were 40,000.
[AGENT][NEUTRAL] So under this cancer coverage, it does cover limited benefits and it pays the indemn the amounts. Do you have a copy of the cancer policy because it outlines all those coverages and those limitations.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][NEGATIVE] Looked at it for 2 months now and there's still things on here that we had done that we haven't been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Paid. I mean, medical equipment, um, travel.
[CUSTOMER][NEGATIVE] I spent my travel stuff in the first week I was here and I still yet to have received.
[CUSTOMER][NEUTRAL] My hotel stays.
[CUSTOMER][NEUTRAL] My airline tickets.
[CUSTOMER][NEUTRAL] That we paid
[CUSTOMER][NEGATIVE] That's just, you know, something else that hasn't been paid. We had to spend almost 3 weeks in the damn freaking hotel across the street from the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For treating.
[CUSTOMER][NEUTRAL] And I've submitted that.
[CUSTOMER][NEUTRAL] I mean that's, that's $3000 worth of hotel stays.
[AGENT][NEUTRAL] OK, let me take a look as far as on the trans on the.
[CUSTOMER][NEUTRAL] Yeah I think and then.
[CUSTOMER][NEUTRAL] Yeah, but last I talked to.
[AGENT][NEUTRAL] On, on those benefits.
[CUSTOMER][NEUTRAL] Yeah, the last I talked to somebody on the hotel.
[CUSTOMER][NEUTRAL] They gave me some
[CUSTOMER][NEUTRAL] Par excuse that.
[CUSTOMER][NEUTRAL] They only pay for the day that she's there for treatment.
[CUSTOMER][NEUTRAL] At the hotel.
[CUSTOMER][NEUTRAL] At a hotel on the day that she has a treatment for that day.
[CUSTOMER][NEGATIVE] But we've been here since December 20th, not able to go home because of all the treatment. And she's really sick, so.
[CUSTOMER][NEUTRAL] Even though we're, we were staying at that hotel and there was not a visit for that specific day, we still had to be there.
[CUSTOMER][NEUTRAL] For doctor's orders to
[CUSTOMER][NEUTRAL] And then we would go in every day for blood work. It was.
[CUSTOMER][NEGATIVE] We couldn't, we couldn't go home.
[CUSTOMER][NEUTRAL] So all that money that we thought we were getting reimbursed for the insurance I had to pay for out of my pocket.
[CUSTOMER][NEUTRAL] And we don't have jobs because
[CUSTOMER][NEUTRAL] She's sick and on disability, and they, my company, school district, same school district that I work for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Forced me to, forced me to resign because I had to, I have to take, I mean, my wife's gotta have 24 hour daycare.
[CUSTOMER][NEUTRAL] I'm not trying to be difficult or anything. I just, you know, wanna make sure that everything that she qualifies for that she did.
[AGENT][NEUTRAL] Mhm, I can understand that.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But you know, 191 just one bill for $191,000.
[CUSTOMER][NEUTRAL] That's on this this one particular claim and it's only paying out 700.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEGATIVE] It doesn't, it doesn't, it doesn't add up to me. It, it doesn't.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So as far as the, the um transportation and lodging, it, it does cover when, when treatment is performed or services are rendered due to cancer treatment on those days.
[CUSTOMER][NEUTRAL] What's in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we've been here.
[CUSTOMER][NEUTRAL] Since that day during treatment.
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] It in in the hospital, I mean.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I mean, she's had blood, blood transfusions, um.
[CUSTOMER][NEUTRAL] All that's on here.
[CUSTOMER][NEUTRAL] I mean we couldn't go home so everything that we've done.
[CUSTOMER][NEUTRAL] Since we've been here, it's been related to this cancer thing.
[CUSTOMER][NEGATIVE] I mean, trust me, I don't want to be 8 hours from my house.
[CUSTOMER][NEGATIVE] But she can't, I mean she can't even drive. I mean she can't even ride in the vehicle because.
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] Cancer in her rectum and her
[CUSTOMER][NEGATIVE] stomach and stuff is so big and invasive that she can't sit.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So to even get in a car and drive 7 hours home.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] 8 days in between treatments.
[CUSTOMER][NEGATIVE] It is not even feasible for a rat.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I show we actually have another claim that's currently, uh it is currently being worked on as well. It looks like for the dates of service of [PII], it looks like there was a procedure performed then it looks like that is currently being worked on at this time, so that claim hasn't been finalized just yet.
[CUSTOMER][NEUTRAL] So all those, all those.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But it looks like it's still being worked on.
[CUSTOMER][NEUTRAL] Uh, but even when you
[CUSTOMER][NEUTRAL] But even when you look at that one, a lot of these are duplicates because I didn't know how to what to send in because every time I would call it would be, you need this, you need that, you need this, you need that, but it's the same, the one that they're looking at right now is the same.
[CUSTOMER][NEUTRAL] One of the same bills for the $191,000.
[CUSTOMER][NEUTRAL] But like, yeah, like the airline, the, the, the, the airline tickets for us just to get here.
[CUSTOMER][NEUTRAL] We had an appointment scheduled for Monday. They called us on.
[CUSTOMER][NEUTRAL] Thursday night before that Monday and said, you need to find a way to get to.
[CUSTOMER][NEUTRAL] [PII] to the hospital ASAP because she was bleeding and
[CUSTOMER][NEUTRAL] So we got on it.
[CUSTOMER][NEUTRAL] Airline, uh, and got her here, got her to the emergency room and
[CUSTOMER][NEUTRAL] So we have been paid for that?
[CUSTOMER][NEUTRAL] Lodging the
[CUSTOMER][NEUTRAL] At the hotel, I mean, I, it, it, it, it's hard for me to understand that out of.
[CUSTOMER][NEUTRAL] A $25 million this insurance policy is only paying $700.
[CUSTOMER][NEGATIVE] It just doesn't, it doesn't compute with me from what I'm looking at at the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From the benefit, the benefit the benefit thing here.
[CUSTOMER][NEUTRAL] You know, again, the chemo, this is, she just finished her 2nd round of chemo Thursday.
[CUSTOMER][NEGATIVE] And we've been paid on, we haven't got anything from the chemo.
[AGENT][NEUTRAL] Yeah, it looks like on the chemo, we need the explanation of benefits from your primary insurance carrier on those.
[CUSTOMER][NEUTRAL] From who?
[AGENT][NEUTRAL] Your major medical insurance?
[CUSTOMER][NEUTRAL] I mean, all this stuff that
[AGENT][NEUTRAL] We will need that um
[AGENT][NEUTRAL] The copies of that explanation of benefits from your major medical insurance carrier to consider those chemo charges.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Why? This has nothing to do with, this is a cancer policy. What's my insurance have to do with it?
[AGENT][NEUTRAL] Under the chemo, give me one moment.
[CUSTOMER][NEUTRAL] Well, I've got to call Blue Cross Blue Shield, try to get them to send you guys all the information before she gets paid on all this.
[AGENT][NEUTRAL] For the for the chemo treatment.
[CUSTOMER][NEUTRAL] I have to call the hospital. I mean, I have to call the insurance company, even though in these.
[CUSTOMER][NEUTRAL] All these bills that shows that she's had chemo. What's the insurance gonna tell you that you don't already have in the, in the statement?
[AGENT][NEUTRAL] Benefits are based on actual charges. So in order for us to determine what those actual charges are, we will need a copy of the explanation of benefits.
[CUSTOMER][NEUTRAL] Got that.
[CUSTOMER][NEUTRAL] See that yeah, I, I.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So you already have a copy of the.
[AGENT][NEUTRAL] Information from your
[CUSTOMER][NEUTRAL] I've sent y'all everything, y'all everything, every, I have a portal that every statement.
[AGENT][NEUTRAL] Cause I see we have the itemized billing, but I don't see that we received the primary insurance career explanation of benefits for those chemos.
[AGENT][NEUTRAL] For the chemotherapy received.
[CUSTOMER][NEGATIVE] That still makes no sense. I don't, I guess I'm not understanding that.
[CUSTOMER][NEUTRAL] If I have a bill here that says,
[CUSTOMER][NEUTRAL] Chemotherapy, $8,252.59.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] I got my pharmacy charges, the IV therapy.
[CUSTOMER][NEUTRAL] Chemotherapy, $3,888.
[CUSTOMER][NEUTRAL] Then all the equipment that goes to that.
[CUSTOMER][NEUTRAL] I mean just that one chemo treatment was $8,252.50.
[CUSTOMER][NEUTRAL] I'm looking at it right here. It's got the
[AGENT][NEUTRAL] That's the bill amount. What we will need is the actual charges and that information can only be determined from the primary insurance career explanation of benefits.
[CUSTOMER][NEUTRAL] The the
[CUSTOMER][POSITIVE] I understand that says paid off by the insurance on here. The insurance has completely paid it off.
[CUSTOMER][NEUTRAL] I'm looking at it on my.
[CUSTOMER][NEUTRAL] On their
[CUSTOMER][NEUTRAL] On their portal.
[CUSTOMER][POSITIVE] So if it's paid off by my insurance, paid it off.
[CUSTOMER][NEUTRAL] Oh I understand what.
[CUSTOMER][NEUTRAL] What else I'm
[CUSTOMER][NEUTRAL] Leading
[AGENT][NEUTRAL] OK, we can look at it a little further. um I can have, have it looked at, reviewed a little further, and I can get back with you, give you a call regarding that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So what about the, the things that we, that we know about, like the airline, the hotels that we, that we had to stay in the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What about just those things that we already know been done? I mean,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So if you're, if, if she was, has not been confined, I mean, if she has not been discharged at all and she's been continuously confined since [PII], I will have to have that further reviewed as far as that cause we, it only covers for the days that she received treatment um for the lodging.
[CUSTOMER][NEUTRAL] So how do I get that?
[AGENT][NEUTRAL] Because I, I show that they paid, it looks like lodging for the [PII].
[AGENT][NEUTRAL] [PII] the [PII] they pay for lodging for that day.
[CUSTOMER][NEUTRAL] Yeah, for $100 for one day.
[CUSTOMER][NEUTRAL] That's what I'm trying to explain. This is not.
[CUSTOMER][NEUTRAL] It's not by choice that we want to stay here.
[CUSTOMER][NEUTRAL] We have to stay here.
[CUSTOMER][NEGATIVE] And now we're having to stay here on our dime when the insurance, when the cancer policy is supposed to be paying.
[CUSTOMER][NEUTRAL] $100 a day. Yeah, she doesn't go into the hospital every single day because there's days in between treatments she has to, she comes home with a port that's connected to her.
[CUSTOMER][NEUTRAL] Her treatment
[CUSTOMER][NEUTRAL] After she does treatment at the clinic, she's there for a full day getting treatment, and then she has to come home for 2 days with the chemo bag.
[CUSTOMER][NEUTRAL] So she's having the treatment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it would be only the days that she's receiving the treatment. On those days, it would be covered the days that she's receiving the treatment.
[CUSTOMER][NEUTRAL] So why don't, I mean,
[CUSTOMER][NEUTRAL] So basically this cancer policy is just.
[CUSTOMER][NEGATIVE] Crap, right? I mean.
[AGENT][NEUTRAL] It's just a limited benefit.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] cancer policy.
[CUSTOMER][NEGATIVE] Well this is misleading as all get out.
[CUSTOMER][NEUTRAL] There's stuff on here that have been done that we haven't been paid on, so.
[CUSTOMER][NEUTRAL] It's fine.
[AGENT][NEUTRAL] And I can have the claims further reviewed and and and reach back out to you regarding the claims that were processed.
[CUSTOMER][NEGATIVE] That's fine. That's fine. They're not gonna do anything. I've already been through this with them before, so.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] No, help me at all, but anyways, thanks.