AccountId: 011433970860
ContactId: 27821a1f-e7b0-4595-81b9-f81a64bf8dd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1409729 ms
Total Talk Time (AGENT): 711736 ms
Total Talk Time (CUSTOMER): 503329 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/27821a1f-e7b0-4595-81b9-f81a64bf8dd3_20250307T15:42_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling A. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] and I work for the school district in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was recently diagnosed with melanoma.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm needing help filling out the form.
[AGENT][POSITIVE] Well, Ms. [PII], it would be my pleasure to assist you. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. That's my cell.
[AGENT][NEUTRAL] All right, thank you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yep, it's um.
[CUSTOMER][NEUTRAL] Is that like a claim form?
[AGENT][NEUTRAL] The policy number is gonna be your policy certificate number. Do you have a claim number? I can look it up by your a claim number.
[CUSTOMER][NEUTRAL] My number.
[CUSTOMER][NEUTRAL] Is it a
[CUSTOMER][NEUTRAL] Yeah, I have a 259-56.
[AGENT][NEUTRAL] That's gonna be your group number and I can pull it up by that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, you are fine. Look, trying to figure out insurance in itself is so confusing, isn't it?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is the first time for me.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] So you sound like me, like I've never had an MRI and I'm like [PII] old and I had uh
[AGENT][NEUTRAL] Uh, pulled, um.
[AGENT][NEUTRAL] A pinched nerve in my back and they're like, well, we can do an MRI to see exactly what's going on, but it, I don't think it's necessary. I'm like, I know it's not necessary. I'm [PII], never had one, and I'd like to keep that going.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right, I've had plenty of them.
[AGENT][NEUTRAL] Have you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see, Miss [PII].
[CUSTOMER][NEUTRAL] And matter of fact, I had to get one today.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] I'm going to, yes, today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I tell you what, I have got your policy number pulled up and I just need to verify some information, your personal information, if you don't mind first, and then we'll.
[CUSTOMER][NEUTRAL] No, sure, OK.
[AGENT][NEUTRAL] All right. What's the date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII], and then my mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you. And
[CUSTOMER][POSITIVE] [PII]. I'm so sorry.
[AGENT][NEUTRAL] I was fixing to ask, you're fine.
[CUSTOMER][NEUTRAL] Girl, my mind is scattered brain.
[AGENT][POSITIVE] You've got a lot going on. Well, you've got a lot going on, and that's quite all right. We're here to help you.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And can y'all change my phone number? because I got a new number, can y'all change it in your system?
[AGENT][POSITIVE] Sure can. Let me get to that screen and we'll just take care of that for you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] Uh, [PII] or do you want my work number? I mean my work email?
[AGENT][NEUTRAL] We have, yeah, we have your work email on file.
[CUSTOMER][NEUTRAL] OK, my other email is [PII].
[AGENT][NEUTRAL] Which one would you prefer in our system?
[CUSTOMER][NEUTRAL] I prefer the work email because I would get it right then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. Can we just go ahead and verify that one as well?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] We have a phone number ending in [PII]. Is that the one you want to update?
[CUSTOMER][NEGATIVE] Yes, ma'am. That one's no good no more.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do we want to update it to that cell number that you gave me?
[CUSTOMER][POSITIVE] Yes ma'am, I do.
[AGENT][NEUTRAL] All right. So that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] I am updating that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. OK, that phone number has been updated.
[AGENT][NEUTRAL] And I can give you your policy number if you'd like.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Your policy number is 239.
[AGENT][NEUTRAL] 0262.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And that's for your critical illness policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I'm checking
[AGENT][POSITIVE] Real quick.
[CUSTOMER][NEUTRAL] So what do I need to do?
[AGENT][NEUTRAL] OK. So there, you got a minute? I can help you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, in, in order to file a claim, we will need, there is a claim form for um critical illness.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Claim form
[CUSTOMER][NEUTRAL] Is it that one that's got 4 pages?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me check that for you, see how many pages.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] So I, I, I don't even know where to go. Give me your website.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] The website is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And under the claim now you can also we have a portal if you want to create a login and password you can submit claim documents online. You can view your policy benefit online. All that is available. You can check claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so when you go to the [PII] where it says log in.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] You would just go in as a new user.
[CUSTOMER][NEUTRAL] Yeah, sign in.
[AGENT][NEUTRAL] You would have to go in as a new user. I did check you do not have an active portal account if you wanna do that right now I can walk you through it.
[CUSTOMER][NEUTRAL] No, I don't. OK.
[CUSTOMER][NEUTRAL] Well, I don't see where it says uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No user I just see a sign in let me see.
[AGENT][NEUTRAL] Click on that sign in and it's gonna give you that new user option.
[CUSTOMER][NEUTRAL] The user right here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then it's got some.
[AGENT][NEUTRAL] Questions
[CUSTOMER][NEUTRAL] Which role?
[AGENT][NEUTRAL] Well, your, your role as an individual with an APL policy, that's gonna be the first option.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So click that one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then hit next.
[AGENT][NEUTRAL] Mhm. And then you're going to put in your information where it says social or member ID you're going to need your complete social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Last name, let's see here.
[AGENT][POSITIVE] And you just take your time.
[CUSTOMER][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] My whole social, got it.
[CUSTOMER][NEUTRAL] Uh, zip code.
[CUSTOMER][NEUTRAL] Make sure I put the right one in.
[CUSTOMER][NEUTRAL] The the email, should I put the um Marshall one?
[AGENT][NEUTRAL] You would have to put the Marshall um email because that's the one we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I got it right here and then my date of birth.
[CUSTOMER][NEUTRAL] And then next,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then I create my account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The user name and password, OK.
[AGENT][NEUTRAL] That's right. Username will never change, of course you can always update your password if you need to. If you don't remember what it is.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, I wrote one down, so.
[AGENT][NEGATIVE] I always have to keep changing mind. I can never I know, I do my fingers never work when I'm on the phone trying to make an account.
[CUSTOMER][NEUTRAL] Uh, fingers.
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] So you just take your time.
[CUSTOMER][NEUTRAL] OK, email my [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Primary phone's gonna be my cell phone.
[AGENT][NEUTRAL] Right, and that's been updated in your system so it will match.
[CUSTOMER][NEUTRAL] Text message phone would be my cell phone.
[CUSTOMER][NEUTRAL] You do have my work phone number I guess, huh?
[AGENT][NEUTRAL] Well, we just have this, um, your, the updated phone number in the system, the [PII], yeah, the one we just updated.
[CUSTOMER][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll put that in. I'm submitting that so let's see what's going on. Taking its sweet time.
[AGENT][NEUTRAL] Yeah, they, they seem to do that these days.
[AGENT][POSITIVE] I remember when we first started working on computers and everything seemed so fast.
[CUSTOMER][NEGATIVE] I know, now just like takes forever.
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] OK, now I can sign in. Let me see if it took it right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] My fingers keep hitting the wrong button.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, so it was created successfully.
[CUSTOMER][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] OK, hold on, what is this new text message now that it's in the 10 digits.
[AGENT][NEUTRAL] Yeah, that's, that's if you want to be notified when we receive claim documents or when a claim has been processed.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. I don't wanna know it all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] And then there's
[CUSTOMER][NEUTRAL] OK, they just sent me a text.
[AGENT][NEUTRAL] There's also a direct deposit option for benefits.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you would prefer the benefits go directly to your bank account, so that's an option as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 932.
[CUSTOMER][NEUTRAL] They sent me a verification code.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me make, let me confirm that real fast and then we'll go from there.
[AGENT][NEUTRAL] Go right here.
[CUSTOMER][NEUTRAL] OK. Here we go. On this first page, [PII].
[CUSTOMER][NEUTRAL] OK, what do I need to do?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] On that page if you want, yeah, if you want to view your policy benefits, you can click on the policy number under my coverage and your policy certificate will download and you can view everything that's covered on your plan.
[CUSTOMER][NEUTRAL] Uploads and stuff.
[CUSTOMER][NEGATIVE] My cover, I don't see this.
[AGENT][NEUTRAL] Do you see that policy number 202390262?
[CUSTOMER][NEUTRAL] Uh, yeah, when I, when I put my cursor on there.
[AGENT][NEUTRAL] Mhm, and you can just click on that number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, hold on, get in your file.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK, here it is. 36 pages.
[AGENT][NEUTRAL] That's, that's your whole policy certificate, but there is a quick way, there's a quick way to, to look and see what's covered under your plan, just the general benefits. Around page 8 there's a page called the schedule of benefits.
[CUSTOMER][NEUTRAL] Jesus Christ. OK.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Um, 8, uh-huh, got it.
[AGENT][NEUTRAL] And then you can see the amount for the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Critical illness listed for the covered conditions.
[CUSTOMER][NEUTRAL] Well, what is uh melanoma?
[AGENT][NEGATIVE] That's probably gonna be like the skin cancer.
[CUSTOMER][NEUTRAL] Skin cancer.
[CUSTOMER][NEUTRAL] So it's only 1000?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's the benefit amount.
[CUSTOMER][NEUTRAL] So that's all that um
[CUSTOMER][NEUTRAL] I guess it's gonna pay for.
[AGENT][NEUTRAL] Yes, ma'am. That's the maximum benefit payable for that condition.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, better than nothing I guess.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. And so with that,
[AGENT][NEUTRAL] Critical illness claim form, you would submit that with the biopsy report, with the pathology report.
[CUSTOMER][NEUTRAL] OK. Well, my dermatologist is the one that did it, and the one that called me back and told me. So, do I need to do it with her?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, you can contact her and ask her if she has the pathology report from that biopsy. That's what you need.
[CUSTOMER][NEUTRAL] OK, where is the form?
[CUSTOMER][NEUTRAL] For me to get to her.
[AGENT][NEUTRAL] It's under the claims and forms section, that's the form that you would need to complete.
[AGENT][NEUTRAL] And then.
[CUSTOMER][NEGATIVE] Is in 4. Hold on, you're going too fast for me.
[AGENT][NEUTRAL] No, you're fine. I'm sorry.
[AGENT][NEUTRAL] It's a lot of information, right?
[CUSTOMER][NEUTRAL] Uh-huh. OK, I hit claims and forms.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] You're going to the critical illness claim form.
[CUSTOMER][NEUTRAL] I don't even see that.
[AGENT][NEUTRAL] If you go into the claims inform section.
[AGENT][NEUTRAL] That is
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Under page one you're gonna see accident claim form.
[CUSTOMER][NEUTRAL] And it says
[AGENT][NEUTRAL] Cancer claim form.
[CUSTOMER][NEUTRAL] Now
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] I, you want me to email it to you?
[CUSTOMER][NEUTRAL] Wait, here we go.
[CUSTOMER][NEGATIVE] It just didn't downloading time. I'm too fast.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's just one of those things again where we have to wait.
[CUSTOMER][NEUTRAL] So the cancer claim form.
[AGENT][NEUTRAL] It's gonna be the critical illness claim form.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Oh, critical. Here we go. There it is, critical illness.
[CUSTOMER][NEUTRAL] OK, I download the form.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on the first page there are instructions.
[AGENT][NEUTRAL] That you would
[CUSTOMER][NEUTRAL] OK, I did feel this thing.
[AGENT][NEUTRAL] You did?
[CUSTOMER][NEUTRAL] Uh, uh, yeah, and I gave, like, no, this is totally different.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, this one's a totally different one.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Did you feel
[CUSTOMER][NEUTRAL] Because I only had a 4 page.
[AGENT][NEUTRAL] OK, did you fill out an APL claim form?
[CUSTOMER][NEUTRAL] I did and I gave it to my dermatologist.
[AGENT][NEUTRAL] OK, let's see that might have wonder if it was the.
[CUSTOMER][NEUTRAL] But I don't know if she sent it off to y'all.
[AGENT][NEUTRAL] We don't have any claims on file for you.
[CUSTOMER][NEUTRAL] I thought they were gonna send it.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][POSITIVE] I guess that's good news and I'm just gonna start fresh with you.
[AGENT][NEUTRAL] That'll be fine. Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] So, once you.
[CUSTOMER][NEUTRAL] OK, so I'm.
[AGENT][NEUTRAL] Complete that form.
[AGENT][NEUTRAL] And get the copy of the pathology report.
[CUSTOMER][NEUTRAL] So I just
[CUSTOMER][NEUTRAL] OK, let me write this down.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So, cause I'm going to see her Monday.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I need the pathology report.
[CUSTOMER][NEUTRAL] OK, fill this 9 page out.
[AGENT][NEUTRAL] Well, actually, yeah, so you're, it's, it's not all 9 pages of filling out and some of it you won't, won't be applicable to you, but yes, ma'am.
[CUSTOMER][NEUTRAL] Print it out
[CUSTOMER][NEUTRAL] Well, yeah.
[CUSTOMER][NEUTRAL] OK, please print this.
[CUSTOMER][NEUTRAL] And, and the doctor or the dermatologist have to uh
[CUSTOMER][NEUTRAL] I guess fill some of it out too.
[AGENT][NEUTRAL] Yes, ma'am. There is a portion for the doctor to complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um get the claim form back to us with the.
[AGENT][POSITIVE] pathology report. Now, you can even upload it online.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, well.
[AGENT][NEUTRAL] Where it says um upload documents if you wanna save the documents to your computer or you can fax it to us.
[AGENT][NEUTRAL] Or you can mail it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I'll probably either upload it or fax one of the two.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, those are quicker than mailing.
[CUSTOMER][NEUTRAL] But since we're gonna be
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But we're gonna be on spring break next week, so.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Yeah, but I have.
[AGENT][NEUTRAL] Aren't you excited?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] I guess I'll have to find a place to fax it because I won't be here at work.
[AGENT][NEUTRAL] Now once we receive that the claim adjusters will review your information.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you should get a text notification that we've received claim document.
[AGENT][NEUTRAL] And then you should get another text notification stating that it was processed. Now, one thing, once you get that text notification, it could take up to 48 hours to be able to view in the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you, if you get the text message and you go there and nothing's there, just um give it a little bit of time, yeah, it should show up for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Just wait.
[CUSTOMER][POSITIVE] Oh, OK, I can do that.
[AGENT][NEUTRAL] Now there is one other thing.
[CUSTOMER][POSITIVE] Wow, you've been
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, do your policy has a health screening and mam uh mammogram benefit?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that is $50 per calendar year.
[AGENT][NEUTRAL] And your policy was active on [PII]?
[AGENT][NEUTRAL] So if you have had a health screening or a um a mammogram, you can file for those as well and get that $50 benefit. It's one time per calendar year. So if you did a screening after [PII], you can file for [PII], and then, of course, the whole year [PII] and also for this year.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I did have a mammogram. I don't know when.
[CUSTOMER][NEUTRAL] Um, and then [PII], I'm supposed to go to my regular doctor for like a
[CUSTOMER][POSITIVE] Lab and wellness check and all that good stuff.
[AGENT][NEUTRAL] Is that fine?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] I don't like it either.
[CUSTOMER][NEGATIVE] I hate, I hate a needle. I hate it.
[AGENT][NEGATIVE] I hate, I just, I just, it just, yeah.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Um, yeah, so to file for wellness benefit.
[AGENT][NEUTRAL] On your portal you can see where it says file wellness claim. You click on that and fill it in. That's all you gotta do, fill the information in.
[CUSTOMER][NEUTRAL] This doctor have to sign it or anything?
[AGENT][NEUTRAL] No, ma'am. No, ma'am. Now, we will need the doctor information, doctor's name.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And the date that it was performed, it's gonna on that form when you click on that uh file a wellness claim.
[AGENT][NEUTRAL] It'll give you options for what service was like mammogram.
[AGENT][NEUTRAL] Or um.
[CUSTOMER][NEUTRAL] Oh, how
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I see I didn't got out of all that.
[AGENT][POSITIVE] It's fairly easy and you do have that skin cancer screening benefit that's covered as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if he did a screening.
[AGENT][POSITIVE] But I think once you click on it's pretty.
[CUSTOMER][NEUTRAL] Well, that would be under.
[CUSTOMER][NEUTRAL] Well, that would be under MRI for the screening, right?
[CUSTOMER][NEUTRAL] Because I'm having that done today.
[AGENT][NEUTRAL] Is that because they found the um melanoma?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that would not.
[CUSTOMER][NEUTRAL] And they just wanna make sure.
[AGENT][NEUTRAL] Yeah. But that's gonna be diagnostic and not screening if they've already found the melanoma and then they're doing the test, like to make sure it's not gone anywhere else or spread, yeah.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] So that's gonna be a diagnostic, not screening. Screening is.
[AGENT][NEUTRAL] Um, when they don't suspect a problem, they're just checking.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, when there's no problem it's a screening.
[AGENT][NEUTRAL] Kind of like a colonoscopy, you know, when you turn [PII], they say, yup, it's that time.
[CUSTOMER][NEUTRAL] Right. I've had one of them before.
[AGENT][POSITIVE] Yeah, I did too, but I tell you what, that was the best nap I've ever had.
[CUSTOMER][NEUTRAL] I've been
[CUSTOMER][NEUTRAL] I know it's like he wasn't even out long.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] We didn't have to do all that prep, I, I wouldn't mind them.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so I can set up for direct deposit?
[AGENT][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Is that what, is that what you tell me?
[AGENT][NEUTRAL] Yes ma'am, and that way any benefits payable will go directly to your bank account versus coming by mail. If you want it to be mailed, we can definitely mail benefit checks, but I'm gonna be honest with you, Ms. [PII], the mail is a little um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] My
[CUSTOMER][NEUTRAL] I'd rather have direct. Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I'd better have direct deposit.
[AGENT][NEGATIVE] I think the male is a struggling a little these days.
[CUSTOMER][NEUTRAL] I know when people want to steal everybody's checked out their mailbox.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It's, it's horrible.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] So, OK, is this about all I need?
[AGENT][POSITIVE] I think that that's got it, but anytime you have any questions or concerns, you don't hesitate to give us a call, we'll be happy to assist you.
[CUSTOMER][POSITIVE] I got your number, yes ma'am, I sure will.
[AGENT][POSITIVE] Good deal.
[AGENT][POSITIVE] Keep it on speed dial. Well, it's been such a pleasure. And Ms. [PII], I hope you enjoy your spring break next week.
[CUSTOMER][POSITIVE] And I appreciate your time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you for everything.
[CUSTOMER][POSITIVE] Thank you. And my birthday is on Sunday, so there you go.
[AGENT][POSITIVE] There you go. That's gonna be a great week for you.
[CUSTOMER][POSITIVE] I hope so. Yes, ma'am, I do.
[AGENT][POSITIVE] Yeah, I, I know you feel like you need it right now, and you do.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Call us if we can ever be of further assistance, OK?
[CUSTOMER][NEUTRAL] OK, I sure will.
[AGENT][POSITIVE] And thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.