AccountId: 011433970860
ContactId: 34ea4ab0-ae52-4f1e-ab82-b2a89a800066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2217290 ms
Total Talk Time (AGENT): 595961 ms
Total Talk Time (CUSTOMER): 900808 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/34ea4ab0-ae52-4f1e-ab82-b2a89a800066_20250606T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, [PII]. Uh, my name is [PII], and I was trying to file a claim online and I have my login information, but maybe you all have changed since I've last been here because it's asking for an email address and I thought it used to ask for a username.
[CUSTOMER][NEGATIVE] Because when I put my information in it says we can't seem to find your account.
[AGENT][NEUTRAL] OK, I can help you with that account. Um, [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes ma'am, uh [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02426604.
[AGENT][NEUTRAL] Right, give me just a moment to look you up.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and the email that we have on file?
[CUSTOMER][NEUTRAL] Um, my email is [PII]. That's my personal email.
[AGENT][NEUTRAL] Uh, I'm showing a different email.
[CUSTOMER][NEUTRAL] You are you showing [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess that's the problem, maybe.
[AGENT][NEUTRAL] Well, and also so we just launched a new um we just launched a new uh online portal as of Monday uh so even if you had a portal previously yeah you'll want to go back and create an OSC account now if you had an account um in the past it will transfer everything over but you won't but we are asking everyone to um recreate a new account.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm. Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and you will use the information that we just verified today, so yeah, you'll need to use that same email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and now will I be able to, after I go in, will I be able to change or because I basically I just don't wanna go into my work email that's what I'm trying to say.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I thought it was coming to my um.
[CUSTOMER][NEUTRAL] How my personal email.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Or if it has to, it's fine. I just.
[CUSTOMER][POSITIVE] And get this taken care of while we're on the phone.
[CUSTOMER][NEUTRAL] So I need to create a new OSC account basically you're saying because I had an account in the past so I want my information to transfer so just tell me what I need to do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To get that accomplished.
[AGENT][NEUTRAL] Let me see if I'm able to change your account or your email real quick.
[CUSTOMER][POSITIVE] OK, I appreciate you, [PII].
[CUSTOMER][NEUTRAL] Ouch.
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] Let me see if I can pull you up real quick and see.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] OK, and you don't want the one that ends in uh FWISD, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Uh, give me just a moment because we're gonna want to make sure that the spelling and everything is correct. Um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is the new email or your personal email?
[CUSTOMER][POSITIVE] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I have [PII], correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just updated that give let me see if it's changed in the system yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am showing that it has changed in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So go ahead and try to create the new account with that email. I will say um.
[AGENT][NEUTRAL] If there's not an asterisk by the columns like social security number if you don't wanna put that in and there's not an asterisk there, those are not required um boxes to fill out, so you should be able to create your new account with that email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so go in and sign up as insured.
[AGENT][NEUTRAL] Yes, you will be an insured.
[CUSTOMER][NEUTRAL] You said which role best?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, next, so this is different, OK.
[AGENT][NEUTRAL] Yeah and we we added uh it's a little bit easier to file claims now as well we did add a new security measure so instead of doing a user name you will only log in with your email um and you'll go through this process in just a moment too but it's gonna verify your email um and then moving forward every time you try to log in it will send a verification code to your email um that you will need to put in.
[CUSTOMER][NEUTRAL] Last name so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't see the email, check your spam, but that's just another added security measure that we included.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's great. So I have last name and so I, um, the if there's not an action there what you said go ahead and skip that. I can skip the Social Security or member ID.
[AGENT][NEUTRAL] Yes, you can skip that. There's not an asterisk for that one.
[CUSTOMER][NEUTRAL] Is that OK.
[CUSTOMER][NEUTRAL] OK, and then the I I got my zip code and the email popped up on its own. Then I put in my date of birth, so now I'm gonna hit next.
[CUSTOMER][NEUTRAL] OK, complete your account set up.
[AGENT][NEUTRAL] Then you'll include your email again and click uh send verification code.
[CUSTOMER][NEUTRAL] Changes
[CUSTOMER][NEUTRAL] OK, hold on, so it's telling me leave site, so click leave I guess because that's what came up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Because I had it set up to, OK, here we go. I had it set up to um the payment to go directly to my account, so click send verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and it's gonna send it to the email correct you said?
[AGENT][NEUTRAL] Right, and if you don't see it in a, in a couple of seconds or up to a minute, check your spam.
[CUSTOMER][NEUTRAL] Let me look at this.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you will need a verification code every time signing in moving forward.
[CUSTOMER][NEUTRAL] Oh here it is. I it came up. It comes up under Microsoft or whatever, OK.
[CUSTOMER][NEUTRAL] OK, verify code.
[CUSTOMER][NEUTRAL] So then, pass, pass.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So this play name.
[CUSTOMER][NEUTRAL] Just put, do I put anything there because it has first underneath it has my first.
[AGENT][NEUTRAL] You don't have to. That's just.
[AGENT][NEUTRAL] Yeah, that's just for your own benefit if you would like it. I don't think it's necessary.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes I agree to.
[CUSTOMER][NEUTRAL] Privacy policy, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Essentially created. OK, go to dashboard.
[AGENT][NEUTRAL] Mhm. And I believe you might have to log in one more time, um, put in a new verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should be able to see your dashboard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, send verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] My email get out of this one.
[CUSTOMER][NEUTRAL] To get
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you able to get it?
[CUSTOMER][NEUTRAL] OK, well, um.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm on the dashboard now the claim I'm trying to file that is I had a CAT scan on the [PII].
[AGENT][POSITIVE] Good, good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of this of April.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just that I have that and I have my uh my uh EOB I guess yeah, I think that's what this is called so mhm.
[AGENT][NEUTRAL] From your part, yeah, OK.
[CUSTOMER][NEUTRAL] So now I just click.
[AGENT][NEUTRAL] You'll do that start your claim?
[CUSTOMER][NEUTRAL] How do I know if
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] So I, I was gonna ask how do I know if my um
[CUSTOMER][NEUTRAL] Oh hello unknown, you can ask for information more through the navigation menu. OK, so hello unknown.
[CUSTOMER][NEUTRAL] You can receive claim status updates. Why am I unknown because I didn't put my anyway.
[CUSTOMER][NEUTRAL] You know your 10 digit phone number to receive message updates. OK, that would be my mobile because I do get those.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I was gonna, my question was, I'm sorry, how will I know?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] If I'm still set up for.
[CUSTOMER][NEUTRAL] Disbursement to account verified I guess is what I'm trying to say.
[AGENT][NEUTRAL] OK, um, at the top right-hand corner, you should see um either a J or an S, something related to some type of letter related to your name.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, hold on, let me.
[CUSTOMER][NEUTRAL] This is confirmed.
[CUSTOMER][NEUTRAL] OK, your phone number has been verified now. OK, OK, OK, I see.
[CUSTOMER][NEUTRAL] Uh, top right, I have a, it's a you, I guess that's why it's called they were calling me unknown.
[AGENT][NEUTRAL] And you'll click profile.
[CUSTOMER][NEUTRAL] But on the dashboard it has my.
[CUSTOMER][NEUTRAL] OK, click on this, OK, click profile OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It could just be because if you didn't enter a display name, it'll have you as unknown. Um, it's not going to change anything in your account, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So and then once you got a profile it it should have transferred over your direct deposit information uh did it work? OK.
[CUSTOMER][NEUTRAL] OK, OK, I see it I see it there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, it did, it did.
[CUSTOMER][NEUTRAL] Uh-huh, it is. And so.
[CUSTOMER][NEUTRAL] Everything mail address there email is there information receive text messages that's there, OK. I guess if I wanted to later I could.
[CUSTOMER][NEUTRAL] Go in and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Whatever, change it from you to Jay anyway, OK, so.
[CUSTOMER][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] And is the payment still 500 for the since we made some changes y'all have made and this has um wait a minute oh this is.
[CUSTOMER][NEUTRAL] which is my policy. I got a bunch of.
[AGENT][NEUTRAL] Yeah, if you go to my policy, it'll show you the policy number you gave me is is a lapsed policy. I do have your new policy number. Um, I will say if you file a claim under a lapsed policy, it should transfer the claim over to the correct policy number, but, um, just, I'll just go ahead and verify with you the uh policy that you currently have that is currently active.
[AGENT][NEUTRAL] Is policy number 22527356. So you'll want to submit your claims, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Starting from September of last year, uh, depending on whenever you had your most recent claim, you can file them under this policy, because that's when this policy came into effect.
[CUSTOMER][NEUTRAL] OK, I guess I got, I don't understand. I see a bunch of laps and it's out of payroll deductions and they don't miss a month taking the payments out, so.
[AGENT][NEUTRAL] Oh, no, lapsed policy just means if any changes happened in your policy, um, even minor changes, you get a new policy number. Um, so you do have an active policy with us. It's just something might have changed in there, um, from your old policy or your previous policy, uh, that, that changed it, but your, your new policy became active as of [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and it says it's paid through I see it here it says 41 in my.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Service date is [PII].
[CUSTOMER][NEGATIVE] So what are they doing with my payments that they're taking out of my account, out of my check.
[AGENT][NEUTRAL] Um, if it's coming out of your check, if you have questions about your premiums coming out of your check, uh, if it's through your, your employer, you'll need to contact your employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, but I am showing that you had submitted two claims back in January, uh, and those have been paid as well.
[CUSTOMER][NEUTRAL] And that was what what were those two time claims in January?
[AGENT][NEUTRAL] It looks like you submitted a claim from Texas Health Harris.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, for a mammogram?
[AGENT][NEUTRAL] Uh, that's what it's looking like based off of that amount.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then let me see the other one.
[AGENT][NEUTRAL] OK, so it's for the same claim. Uh, yes, it looks like the Texas Health Harris, it looks like that paid and it was direct deposit. So as long as your information in there is correct, yeah, but if it's anything regarding your premiums coming out of your check, you'll need to talk with your employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because they're the ones who handle what comes out of your check.
[CUSTOMER][NEUTRAL] OK, but this is an active, OK, OK, but you're saying that it happens because of, OK, so now that I wanna, OK, so I wanna pay a I wanna file a claim on this one, so.
[AGENT][NEUTRAL] Mhm, yes, this is the active one.
[CUSTOMER][NEUTRAL] Where do I go to file a claim now? Oh, start your claim over here?
[AGENT][NEUTRAL] Yes, that that rectangular box, it should be a green button that says start your claim and all of the the forms and everything should be in there depending on which one you need it for. If it was a wellness claim or if it was uh another claim.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] So this would be a wellness I guess because it's a routine.
[CUSTOMER][NEUTRAL] Because I just have to have these every year now since I've had to answer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got, I gotta get used to when I click it, it just lights up, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I have to get used to because I'm looking for something else in it. OK, you need, interested in.
[CUSTOMER][NEUTRAL] OK, I already have that, so that should be fine.
[CUSTOMER][NEUTRAL] Select claimant OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Name of the service facility.
[CUSTOMER][NEUTRAL] Oh Lord, Texas.
[CUSTOMER][POSITIVE] I think so you say it's easier now. I guess if I need some help I can.
[CUSTOMER][NEGATIVE] Call back I don't wanna keep you on the line all this time.
[AGENT][NEUTRAL] Yeah, you're OK. Yeah, if you ever have any issues with it submitting the claim or um if you have any other questions, just go ahead and give us a call back um like I said though with your employer and the premiums coming out of your check, you'll need to talk with your employer.
[CUSTOMER][NEUTRAL] OK, but what you're saying is that the account is OK, it's just they probably pay.
[AGENT][NEUTRAL] Yeah, it is active.
[CUSTOMER][NEUTRAL] OK, so, uh, for a CAT scan, CAT scan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that gonna be like um.
[CUSTOMER][NEUTRAL] I'm looking here
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] A CT.
[CUSTOMER][NEUTRAL] And angiography with that, oh no, no, computerized, here we go, computerized tomoography scan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, which one did I have?
[CUSTOMER][NEUTRAL] Yeah, two different cats. OK, now, here we go, Cersei.
[CUSTOMER][NEUTRAL] Change is not always.
[CUSTOMER][NEUTRAL] So the CAT that's what it's always you're trying to add more, OK, name of the service provider. So it's Texas Oncology.
[CUSTOMER][NEUTRAL] That's correct, right? I mean, that's what they mean before you had it done.
[AGENT][NEUTRAL] Yes, if it's asking the provider.
[CUSTOMER][NEUTRAL] The facility, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, the facil provider facility.
[CUSTOMER][NEUTRAL] This is oncology.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Contact number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It's weird how you, you get so even though you don't use it that often, but you get used to it, then it's like change something and you're like, oh wait a minute.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Texas oncology. What's the number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 263.
[CUSTOMER][NEUTRAL] 2600 OK direct deposit.
[CUSTOMER][NEUTRAL] For your protection law requires to appear on this phone any person would know me. OK, so just sign here.
[AGENT][NEUTRAL] Yes, you should just be able to sign it and then if you have any documents to upload, you'll upload it through the app.
[AGENT][NEUTRAL] Or through the um the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] I know this is not good but OK.
[CUSTOMER][NEUTRAL] OK, I'll be fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And submit
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Now it makes for them.
[CUSTOMER][NEGATIVE] Trying to find what the mouse is not.
[CUSTOMER][NEUTRAL] Not all that meat.
[CUSTOMER][NEUTRAL] So it's saying it's submitting.
[CUSTOMER][NEUTRAL] OK, OK, confirmation number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess
[CUSTOMER][NEUTRAL] Let's see if I wanna print this.
[CUSTOMER][NEUTRAL] Now where do I go from here after I print this out to see to upload the um.
[CUSTOMER][NEUTRAL] The supporting documents.
[AGENT][NEUTRAL] You should be able to go back to your dashboard.
[AGENT][NEUTRAL] And um I believe it's that little
[AGENT][NEUTRAL] Heart inside of the hands, but let me double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Yeah, once you go back once you've submitted it, go to uh my dashboard.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll see a little uh little two hands with a heart in the middle of it and click view policy details, and it should have your claims there and you'll need to click the you'll need to make sure that it's clickable and you'll click it and you should be able to upload from there too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] It's that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Go to, I like the
[CUSTOMER][NEUTRAL] Click on the dashboard and then go to the heart. OK, I see. Would you like to review your claim? You go to DT? Yes ma'am. OK, then go to claims.
[AGENT][NEUTRAL] Yes, do you see it?
[CUSTOMER][NEUTRAL] OK, so it says no.
[CUSTOMER][NEUTRAL] It had, it hadn't shown up yet, so, but I would go here to.
[AGENT][NEUTRAL] Yeah, you might need to give it some.
[CUSTOMER][NEUTRAL] So I guess I'm trying to see how do I, so once it's there, then I'll be able to.
[AGENT][NEUTRAL] Yes, add any documents.
[CUSTOMER][NEUTRAL] Click on something to download.
[AGENT][NEUTRAL] Yes, you should be able to download uh to upload some documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me refresh it and see.
[CUSTOMER][NEGATIVE] Well, I started at [PII] something this morning and my table looks horrible cause I've been paying bills, been doing this, doing this and trying to get everything done.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And I didn't think it was all had that much to do.
[CUSTOMER][NEUTRAL] Ok, so it's texting me something again.
[AGENT][NEGATIVE] I am showing that the claim that you just submitted successfully uh came to us. I'm just unable to see the document since it just came in. It's it's gonna be processed.
[CUSTOMER][NEUTRAL] OK, confirm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. So it is showing that it it came through on our end.
[CUSTOMER][NEUTRAL] OK, so then.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Let me go back to the dashboard.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Go here policy details.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's hear the claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Claim support maybe what is this? type and search for.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I wonder how long that is.
[CUSTOMER][NEUTRAL] And that part I don't uh.
[CUSTOMER][NEUTRAL] So it took a while for it to show up on your end.
[CUSTOMER][NEUTRAL] So I wonder how long does it take to show up on status.
[AGENT][NEUTRAL] Yes, I am seeing it.
[CUSTOMER][NEUTRAL] OK, I'm just wondering how long it takes to show up on the dashboard.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It shouldn't take very long, um.
[AGENT][NEUTRAL] You might need to go in and delete your browser history and come back in and see if that helps.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And how do I do that?
[CUSTOMER][NEUTRAL] Delete the browser history with the three dots on the.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah, it should be 3 dots and then you'll go to, I believe you can do browsing data. Yes.
[CUSTOMER][NEGATIVE] Delete that, delete browser data.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, browser history cookies.
[CUSTOMER][NEUTRAL] His images.
[CUSTOMER][NEUTRAL] like you say.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I am showing the claim is up on our, on our end, um, give it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] If it's deleting your browser history, it may take a while. Um, so just give it some time. If you don't see it by um tonight, go ahead and give us a call back on Monday or keep checking it, um, but I am showing it, it came successfully to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And wants me to log back in. OK, let's see what happens.
[AGENT][NEUTRAL] Is there anything else I can help you with in the meantime?
[CUSTOMER][NEUTRAL] I'm trying to see if I can get back in here.
[AGENT][NEUTRAL] Get back in? OK.
[CUSTOMER][NEGATIVE] Sorry, uh, it, yeah, it sent something for me to get back in after I deleted it signed me out looks like or something.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] So verify code OK continue.
[CUSTOMER][POSITIVE] And this is definitely a lot more secure. I'm here to tell you by the time you get all your pictures of good things.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The time you get all your um bills.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][POSITIVE] Which I like cause, you know, so much goes on these days.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, no.
[CUSTOMER][NEUTRAL] Not showing yet.
[CUSTOMER][NEGATIVE] I don't know why it's taking so long.
[AGENT][NEUTRAL] Yeah I don't know why it's not showing up on your end because we are seeing it.
[CUSTOMER][NEUTRAL] OK, so what you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What I'll do, I guess, is um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I do have a question because I was looking at something. So it's still $50 for like your routine mammograms, or has that changed? Has anything changed I guess for the amount? You say it's still $50? I saw something somewhere talking about $100 but I was thinking, really what, but anyway.
[AGENT][NEUTRAL] Um, let me check.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $50.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Cancer specified disease.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and this is just a verification of coverage, not a guarantee of payment. Uh, it looks like diagnostic testing is uh the amount of $50 like you said, uh, follow-up diagnostic testing is $100.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any medical imaging?
[CUSTOMER][NEUTRAL] Oh, so like if you have one something, mhm.
[AGENT][NEUTRAL] Mhm. And you need more, yeah. And then medical imaging, uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Medical imaging is up to $500 per test, uh, one test per calendar year, and that's following the diagnosis of, of cancer. So, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know you were talking about uh like a CAT scan. Yeah, I know you're talking about like a CAT scan or anything like that. Yeah.
[CUSTOMER][NEUTRAL] So that's what I'm trying to find.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm trying to follow now. I'm gonna get my work computer out here in a few minutes and see if it shows up on that on my Mac.
[CUSTOMER][NEGATIVE] It's my computer. I don't know why it's so, so slow.
[CUSTOMER][NEUTRAL] If you're seeing it, you know.
[AGENT][NEUTRAL] Yeah, cause I am seeing it.
[CUSTOMER][NEUTRAL] That's unusual because my.
[CUSTOMER][NEUTRAL] Cause my computer is older, but
[CUSTOMER][NEUTRAL] Um, it's still, still going.
[CUSTOMER][NEGATIVE] But it just says no open plans.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] That's weird to me.
[AGENT][NEUTRAL] And it might take up to 24 hours to show on your end, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it, I am seeing it on our end pretty quickly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, you, you say you just did this system.
[CUSTOMER][NEUTRAL] Mon uh Monday of this week.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah well.
[CUSTOMER][NEUTRAL] And for, you know, you haven't had this concern, huh?
[AGENT][NEUTRAL] Um, we've had, we've been helping with getting the, the account set up. Um, it is different.
[CUSTOMER][NEUTRAL] It's probably
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But yeah, it hasn't been bad. It hasn't been bad at all.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what I'm gonna do, I'm gonna try it on a different computer.
[CUSTOMER][NEUTRAL] And uh what happens.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Then if I can't see it, then I'll wait.
[CUSTOMER][NEUTRAL] A little longer maybe an hour or so I don't know.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and if you, if you aren't seeing it by Monday, give us a call back and see what's going on. Um, we wanna make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and we could probably put in a an IT ticket, but um I am seeing the policy on or I'm sorry, the claim on our side.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So it went through successfully.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much. I appreciate you, [PII].
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][POSITIVE] And um it is quicker, you don't have to do a lot of typing. I do know that, so.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] I just need to get it to show up.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, well, I hope you have a great weekend. Uh, be safe and thank you for calling APL, OK?
[CUSTOMER][POSITIVE] Alright thanks and the same to you.
[AGENT][NEUTRAL] Right, right, bye.
[CUSTOMER][NEUTRAL] Alright bye bye.