AccountId: 011433970860
ContactId: 364b0da4-9952-48b0-81e0-b2efccb18912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1522890 ms
Total Talk Time (AGENT): 995678 ms
Total Talk Time (CUSTOMER): 488565 ms
Interruptions: 16
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/364b0da4-9952-48b0-81e0-b2efccb18912_20250529T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Doing all right. So I got a, got an odd one. I've got someone calling. um I'm sorry, I know.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Come on, [PII]. No, I'm just kidding.
[CUSTOMER][POSITIVE] Well, you might know, listen, no, no, no, you're better than me, so you might look at this and just be like, oh yeah, that's it, so that's what I'm hoping for.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I've got a member she filed a claim and for a critical illness policy, and she got a $5000 benefit and she's was confused by it. So I looked under the PIBST and from that little benefit name it says it's for noninvasive cancer, and she's saying that she doesn't understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That specific definition because she said that she doesn't understand how what she had was noninvasive. So I, she said it was like in her thighs or something like that like they had to take muscle out, um, but I looked in the policy and I swear I don't see anything regarding any kind of cancer under the policy. Like I tried searching, I tried doing all kinds of like scrolling. I see absolutely nothing.
[AGENT][NEUTRAL] OK, yeah, let's definitely take a look. What's that policy number?
[CUSTOMER][NEUTRAL] OK, uh, 02271224.
[AGENT][NEUTRAL] So that's 227-1224?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mildred is the primary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's her accident policy.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, yep, uh, that was the first one that that she had to give me her social. I just stayed to the first one I could.
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] That's OK. I found the other one you're good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] So I'm going to look at her policy first to see what it says and then.
[AGENT][NEUTRAL] And then we're gonna see if there's anything else out here we can look at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Noninvasive, so she feels like it may, it should have been considered like invasive cancer, which is a $20,000 benefit. I mean, that's a significant difference, so I can understand her being like, hang on a second.
[CUSTOMER][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] Right, and that's what I asked her. Well, and I think it's more she just wants clarification as to what we define as invasive versus not invasive, um, because again she said it like was in her thighs and all that so and usually I'm like well definitions in the policy and I can't find it so.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, yeah, that's definitely a problem, isn't it? Um, let's see.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Page 21 in the policy, well, it's page 18, but if you're looking at on base, if you'll go to page 21.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Invasive cancer is defined as a malignant tumor characterized by the uncontrolled growth and spread of malignant cells as well as invasion of neighboring tissue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my gosh, you know what I'm doing?
[CUSTOMER][NEUTRAL] [PII], I'm looking at the Dam accident policy. Oh my gosh.
[AGENT][NEUTRAL] And then noninvasive. That's OK. So non-invasive is characterized by tumor cells that lie within the tissue but have not spread to neighboring tissues. So that's gonna be like intraductal carcinoma of the breast, carcinoma of the appendix, stage one transitional carcinoma of the bladder, chronic um lymphocytic leukemia.
[CUSTOMER][POSITIVE] I am so sorry.
[AGENT][NEUTRAL] Stage one malignant melanoma. So let's see what she had, cause that's going to kind of be
[AGENT][NEUTRAL] The trick there too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I cannot believe I I'm looking at the there, yeah, OK. I'm like why am I not getting anything for cancer when I'm searching this? It's clearly a benefit. I cannot believe my phone.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh, so she had.
[CUSTOMER][NEUTRAL] I say I'm not with it, but listen, like there's no excuse for this.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] It's OK. Look, it's Thursday. I don't know how it is where you're at, but it has been very rainy and overcast and a little cooler than normal. So, you know what, my brain's not hot there either.
[CUSTOMER][NEUTRAL] [PII], yeah, same.
[CUSTOMER][NEUTRAL] Yeah, exactly the same.
[CUSTOMER][NEUTRAL] No, I'm like it was just be Friday.
[AGENT][NEUTRAL] rat.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So, she had malignant neoplasm of connective and soft tissue unspecified.
[AGENT][NEUTRAL] Um, so we are going to try to determine if that is invasive or not.
[AGENT][NEUTRAL] OK, so Doctor Google says that it is, but let's see what her.
[AGENT][NEUTRAL] Let's see what her actual.
[CUSTOMER][NEUTRAL] That's my first consultant to honestly.
[AGENT][NEUTRAL] Plain says.
[AGENT][NEUTRAL] OK, I'm gonna see what this is because there's an email for this and I'm wondering if it's a medical review.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's not saved as a medical review, but it could be.
[AGENT][NEUTRAL] Oh my goodness, OK, uh.
[AGENT][NEUTRAL] Oh no, that was just her request for.
[AGENT][NEUTRAL] EOB, OK.
[AGENT][NEUTRAL] Or somebody's request, maybe the broker OK let's see.
[AGENT][NEUTRAL] I'm gonna pull up that definition again too.
[AGENT][NEUTRAL] So she has malignant neoplasm.
[AGENT][NEUTRAL] So, stage one malignant melanoma.
[AGENT][NEUTRAL] That has like certain.
[AGENT][NEUTRAL] Thickness and everything is not so.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Noninvasive cancer does not include pre-malignant tumors or polyps, any non-melanoma skin cancer. So let's go back to invasive and see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Disease must be supported by histological evidence of malignancy, clinical, I mean, the fact that it says malignant neoplasm.
[AGENT][NEUTRAL] Tells me
[AGENT][NEUTRAL] Invasive cancer does not include pre-malignant tumors or polyps, any non-melanoma, skin cancers, or a non-invasive cancer.
[AGENT][NEUTRAL] OK, so it's a little more vague.
[AGENT][NEUTRAL] Let's see what her information gives us. It may just be a matter of.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because this wasn't sent for medical review?
[AGENT][NEUTRAL] Which [PII] is usually like really, really.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Laposarcoma.
[AGENT][NEUTRAL] Laposarcoma. Let's see what that is because that is what is on the physicians.
[AGENT][NEUTRAL] It's a rare cancerous tumor that develops from fat cells in the body's soft tissue. It's a soft tissue sarcoma, meaning it originates in the non-bone tissue and can occur in various locations.
[AGENT][NEUTRAL] But is most often found in extremities, specifically the thigh which she was saying that's where it was.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It can spread, but the question is, has it?
[AGENT][NEUTRAL] That's gonna be the trickier because if she just had, because that's the language in the policy that we're looking at. For invasive, it has to be a a malignant tumor that has uncontrolled growth and it has spread.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Into neighboring tissue if her cancer was localized to the tumor.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] That could be where the difference is.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I was trying to see what other, that's just her physician's form. So let's go to what was submitted prior to that.
[AGENT][NEUTRAL] Looks like we've got some other stuff that was submitted around the same time, but I don't know that it's for her. OK, let's see what this is.
[AGENT][NEUTRAL] Girl, it has been raining since like [PII] this morning and it ain't stopped yet.
[AGENT][NEUTRAL] And I saw something
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] No, I'm in [PII].
[AGENT][NEUTRAL] But like on the east side of [PII], I'm like right next to [PII].
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I'm in [PII].
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I literally could like, I feel like I could throw a stone and be like, oh, there's [PII], like it's not far at all.
[CUSTOMER][NEUTRAL] That's like my mom lives in uh [PII]. That's how I feel. I'm like it might as well be [PII] like.
[AGENT][POSITIVE] Right, exactly.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, left the additional tumor, so they took out.
[AGENT][NEUTRAL] A mass and then so they took out two masses.
[AGENT][POSITIVE] Both of which were well differentiated liposarcoma.
[AGENT][NEUTRAL] Um, based on her path report.
[AGENT][NEUTRAL] Trunk tumor sat was in her left thigh.
[AGENT][NEUTRAL] It was pretty big.
[AGENT][NEUTRAL] Oh, this is, so the notes show lymphatic and or vascular invasion were not identified, um, and all margins essentially, so when they go in, and this is true for anywhere because like I've had a mole removed that was suspicious for cancer and it wasn't just like a shave biopsy, like they took a parameter basically. So they took tissue around it and scooped it out of my leg.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that way they get like a good margin to see, OK, if this is cancer. Are there margins clear of the cancer where it's at? So what likely happens is they went in and with this being in the soft tissue or within the muscle or whatever, they probably did take margins significantly around this tumor because, I mean, it wasn't small, it was 14.8 centimeters in dimension.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] So it was not tiny, um.
[AGENT][NEUTRAL] So they likely did take a decent margin around that and almost did like a scooping top section to make sure that OK, we know that this particular site is cancer, however, we wanna make sure that it's localized to that area.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that is the difference is that invasive, it has not spread. The cells have not spread beyond the tumor, which makes it non-invasive. It's not that it's not malignant. It's not that it's not cancer. It's just by the definition, it's not considered invasive yet because it is localized to the tumor itself and not spread. Yep.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] They got it right there, yeah, OK.
[CUSTOMER][NEUTRAL] Right, OK. That's interesting. Would you mind explaining that to her?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, not at all.
[CUSTOMER][POSITIVE] I appreciate it. Well, you're a bit more well read when it comes to that.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] I don't mind at all. Let me get her call back just in case um.
[CUSTOMER][POSITIVE] Alright, I appreciate it. Oh yeah, yeah, let me get that. Um, that is [PII].
[AGENT][NEUTRAL] OK, I will talk to her.
[CUSTOMER][POSITIVE] Alright, I appreciate you, [PII], thank you.
[AGENT][POSITIVE] No problem. You're welcome.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Hey this is [PII] in the clients department how are you?
[CUSTOMER][POSITIVE] Uh, hi, [PII]. I'm, I'm good, thank you.
[CUSTOMER][NEUTRAL] Um, did she tell you what, what a confusion is? No.
[AGENT][NEUTRAL] Yes, ma'am. So Ms. [PII] was saying that um you received the 5K benefit, which indicates non-invasive cancer, but you were a little confused because they took, you know, additional tissue or muscle or whatever when they took out um the tumors.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well, this is, this is kind of the story in brief. Uh, I had a tumor removed 1010 years ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I had it removed 10 years ago. Then it grew back and it's in and out of my muscle in my left eye and around the sciatic nerve. So we have just been following that because that's very hard to dissect. It would probably leave me crippled, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So then, then I had an addition grow off of that. So then I had this 3rd occurrence.
[CUSTOMER][NEUTRAL] And so that's the one they just removed and not going into the muscle part which it attached, you know, to.
[CUSTOMER][NEUTRAL] Because of
[CUSTOMER][NEUTRAL] Don't seem like whatever, it's too dangerous.
[CUSTOMER][NEGATIVE] So maybe it's because I don't know, that's invasive.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, and you know I'm.
[CUSTOMER][NEUTRAL] But I don't think you have all that information, so you know.
[AGENT][NEUTRAL] Right, and see, and that's the thing. So what we have, based off of the information we have, um, the cancer that they removed is localized to those tumors. It hasn't, like I said, based on what we have, it is not spread into the tissue and stuff. So, um, I'm more than willing.
[CUSTOMER][NEUTRAL] Yeah just
[CUSTOMER][NEUTRAL] Right, I understand, yeah.
[CUSTOMER][NEUTRAL] And that's it's the 3rd edition.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] So what should I do, yeah.
[AGENT][POSITIVE] I'm more than willing to.
[AGENT][NEUTRAL] Send this to the supervisor for this product to kind of give her the rundown of what's going on and see if we need like if we need to send this over for medical review to kind of get another opinion and be like hey you know based on our policy definition because based on the policy definition essentially noninvasive is that it's localized to the tumor it hasn't spread to your other tissue it hasn't spread to anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And invasive is that this growth is uncontrolled. It's spreading in your tissue, you know, it's, it's not localized to the, to the mass itself. And like I said, based on the path reports, they got clear margins. There was no indication that it had spread. It was only in that area.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, they did on this, yeah.
[AGENT][NEUTRAL] So that is
[CUSTOMER][NEUTRAL] Of course we did radiation also uh to create that but um.
[AGENT][NEUTRAL] Right, so that is my um assumption I guess you could say of what is going on here is that they, um, because it was localized, it was deemed noninvasive.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean it's a
[CUSTOMER][NEUTRAL] It's an attachment, you know, it's.
[CUSTOMER][NEUTRAL] It's grow off of the.
[CUSTOMER][NEGATIVE] Tumor that's already invaded my thigh. I don't know how to explain that.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Right, well, like I said, I'm more than willing to take this to the supervisor and say, hey, you know, our insured has some concerns and she would like, you know, for us to kind of look over this again maybe even send it to our medical director for review to see um what they feel about it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Maybe you need more documents, OK, honey, and you might need more documents, so.
[AGENT][NEUTRAL] And right, maybe we just need more information and that that review will help with that as well like maybe based on what we have it's noninvasive but um that's when we can come back to you and say you know we we did review this again we did feel you know the need to take it to the medical director to confirm invasive or noninvasive you know that way we would know for sure if we were looking at and reading everything properly.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Correct. I don't think we have much information.
[CUSTOMER][POSITIVE] Right, exactly. Yeah, yes, right.
[AGENT][NEUTRAL] And if they come back and say yes based off of this it is then you may just need to get additional information from your physician to send in for us to review it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so how do we proceed at this point? Do I send you more documents or MRIs to show you how it's growing or I don't know.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So what I will do what I'll do is I will send this to the supervisor and the examiner that processed the claim with your concerns with your questions and kind of ask them if they would be willing to kind of look over it again see if we might need a medical review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they feel like based off what we have um either a medical review is warranted so that we can get clarification on if we're looking at everything or whatever the case is from their review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can then contact you and let you know what our next steps are gonna be. It may just be that they say, yeah, based off of what we have, this is noninvasive and then like I said somebody can contact you it can be myself or the examiner and let you know this is what we have and you know we do feel like it's noninvasive if you have documents.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] that would not something else please send that in for additional review so we'll just have to review it and kind of let you know our next steps and then we can go from there because I don't want you submitting something and then it kind of go nowhere because we didn't need it or it doesn't result in anything different because you know we you know what I'm saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't see how they could know without some more documentation. Yeah, I do. I hear you, honey, and uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I agree and then also I don't see how they can make the kind of answer the question I have without more documentation, but we'll just go step by step. And so, OK, what would I do? Keep your name, who am I speaking with, honey?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You're speaking with [PII] in the claims department.
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, honey, so I would be speaking with you again in the future probably.
[AGENT][NEUTRAL] Yes ma'am and um it probably will be me you may hear from the examiner or the supervisor um that are over the product or the one that processed it it's possible um but likely they will just kind of send it back to me. I can let them know hey you know Miss [PII] wanted to call back I'm willing to do that um once you guys have kind of looked it over and let me know, um, because all we like, you know, all we have right now is the path report and it everything that.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The main thing that they were looking at where it says lymphatic and or vascular invasion, it says that none was identified, so it's not showing invasion, which is why they went with noninvasive that everything, like all of your margins were clear, so it could be that it just needs more information.
[CUSTOMER][NEUTRAL] Yeah, it's not telling you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, it's.
[CUSTOMER][NEUTRAL] Well, yes.
[CUSTOMER][NEUTRAL] OK, alright, honey, so we'll.
[CUSTOMER][NEUTRAL] Play it out. I'm looking to see what he said.
[AGENT][NEUTRAL] Yes ma'am, I will, I will, someone will contact you, um, it, it may be me, it may be someone else, but um, we will contact you as soon as that review is over. I don't wanna give you a time frame because I don't know how busy they are, um, especially with it being in the sometimes that can be a little crazy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So, um, I would say give us until, you know, early next week probably to make sure that we've got, especially if we're sending anything to the medical director if they do decide to send it, um, then I would, we may need longer but if they don't, then I would say early next week at the latest someone will be in touch with you.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm looking they didn't even check off radiation.
[AGENT][NEUTRAL] Yeah, on the, on the reporter on the physician's statement, they didn't mark off like treatment stuff and they just put um the diagnosis of that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right, they just kind of find it, yeah, right, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I see that one even it does look like just a simple removal probably.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK, so this, I should have looked at this before I send it to you, I guess if I realized.
[AGENT][NEUTRAL] And I can, I can see why you would be concerned because that's a, that's a large difference in payment too, so you know.
[CUSTOMER][NEUTRAL] So should we have a doctor re submit this?
[CUSTOMER][NEUTRAL] It certainly is, yeah. Should we have the doctor redo this form and fill in all the blanks?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see how this review goes because they did put the diagnosis that's on the path report. Um, I don't know how much the treatment would.
[AGENT][NEUTRAL] Weigh on the decision because the path report is really like it, it holds the most weight on whether this is invasive or not um so let's see how the review goes and then we may.
[AGENT][NEUTRAL] Let's see what they say because if they say yeah like if she had treatment and we, you know, maybe we just need an updated form any treatment received, you know, or whatever the case may be, what her treatment plan was, stuff like that like maybe we just need medical records with details.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So all that happened here.
[CUSTOMER][POSITIVE] Right, exactly, right, right, because I got a lot of stuff I could send them, but let's don't start all that, you're right, until they're ready to look at it all, hopefully willing to look at it, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Yeah, because that can take, I mean you may not all the time do you have to pay for your medical records, but sometimes you do and then the time that it's gonna take them to get them to you if you don't have access to them freely on a patient portal, it can be a whole mess for you and we may not even need it.
[CUSTOMER][POSITIVE] Of course on on set.
[CUSTOMER][POSITIVE] Yeah, you can get so much on the patient portal and just send it directly to you from there.
[AGENT][POSITIVE] Oh, yes. Yeah. um, I'm so glad that that's the thing.
[CUSTOMER][NEUTRAL] Really not so I do have.
[CUSTOMER][POSITIVE] have access to that. I know, I know. It's really nice. Oh bummer. Well, I'm hoping you can get this straightened out. Goodness gracious.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] Yes ma'am, yes ma'am. I will definitely get this sent over to them just as soon as we get off the call that way we can just give it another look over um and see what may be going on, what we might need to do and um because even on the check the most appropriate classification they didn't mark in situ invasive or metastatic, they just put surgical removal they didn't fill that out at all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, you see, all the doctor did was it. The nurse said, I know, you see, the nurse said I sent it down to uh disability and I'm like, disability. What's that? I mean, this isn't a disability claim.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So whatever she got back and she had him sign it and boom they sent it in but nothing was the rest wasn't filled out.
[AGENT][NEUTRAL] Now if you wanna reach out to them and let them like let them know that that portion was missing and have them resubmit.
[AGENT][NEUTRAL] And put a note on it that it's like a corrected form.
[AGENT][NEUTRAL] You're more than welcome to do that. I just sometimes filling out forms can cost money too, so that's why I'm just like I don't, I don't want you to do anything that may cost you anything because I don't know what the result of the review is gonna be, but that definitely that particular question alone would have helped.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Because if they would have marked invasive, we may have looked at this in a whole different light.
[CUSTOMER][NEUTRAL] Of course, yes. So, uh, yeah, OK. Yeah, bummer. OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, that was done in the disability department. Well, I said what you said that it's not a disability claim.
[AGENT][NEGATIVE] No, not at all.
[CUSTOMER][NEUTRAL] Oh well, well.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Anyway, alright, so, mm, alright, I could work on that too just for the heck of it I guess it's not too difficult, uh, to get and then I'll just, I'll wait to hear from you all, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][POSITIVE] OK, alright, well you've been very uh easy to talk with. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're so welcome. If you have any more questions or need anything else you let us know, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you. When I ask for you, [PII].
[AGENT][NEUTRAL] All right. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Uh, you can, yes ma'am.
[CUSTOMER][NEUTRAL] Do I call a different number or extension for you?
[AGENT][NEUTRAL] No ma'am, um, you would call in and someone with our customer service or care team will answer and um if you let them know that you need to speak with me regarding a previous call or additional questions on a previous, you know, they'll put you as long as I'm here they'll put they'll put you straight through.
[CUSTOMER][NEUTRAL] They'll put me through? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, great. All right, honey, thank you. All right. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am have a great one bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.