AccountId: 011433970860
ContactId: 3af6343b-4bcb-4659-90aa-2a2504959c83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1219689 ms
Total Talk Time (AGENT): 736848 ms
Total Talk Time (CUSTOMER): 471136 ms
Interruptions: 11
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/3af6343b-4bcb-4659-90aa-2a2504959c83_20250205T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. Uh, how do you spell it, by the way?
[AGENT][NEUTRAL] Oh, it's [PII]
[CUSTOMER][NEUTRAL] OK, great. OK, uh, my name is [PII]. I have a policy with you guys and I was trying to find out when was my next payment due. I have not received a bill in the mail and so I don't know if y'all have the new mailing address or not. And then my next question was, um, I've been dealing with breast cancer and I've been having to travel to [PII], so I was wondering, does my cancer policy that I have could.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] reimburse me for anything like hotel expenses and things like that.
[AGENT][POSITIVE] Sure, OK, we can absolutely take a look at that, um, really quick, [PII], can I get a good callback number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, I'm sorry, area code [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] No, I do not. I, I definitely, I might have it I have some kind of number, um.
[AGENT][POSITIVE] OK, that's all right.
[AGENT][NEUTRAL] That's OK um I can start choosing your social.
[CUSTOMER][NEGATIVE] I try not to pay, pay my bills.
[CUSTOMER][NEUTRAL] OK, well good, let's try that, and that'll be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] I think I got an account number. I'm not sure.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] That's OK. I do believe I found you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There we are. OK, just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, now, I don't know if you had this one down, but you should, but it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that is what we have is that correct?
[CUSTOMER][NEUTRAL] OK, good, yes, that's correct. I don't know, I didn't know if y'all had gotten the new one or not updated one.
[AGENT][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, well, good, um, OK, last thing I need is the email address we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Yes, ma'am. All right. Thank you so much for verifying that information. OK, so we were needing to see, let me take a look here, uh, when your next, I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, my last
[CUSTOMER][NEUTRAL] Pay you yeah the next pay, yeah, when my next payment is due and how much.
[AGENT][NEUTRAL] Mhm. Next payment, and then we need to take a look at.
[AGENT][NEUTRAL] Uh, travel expenses, um, and lodging expenses for your cancer policy. Is that correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] If possible.
[AGENT][POSITIVE] Of course. All right. Give.
[CUSTOMER][NEUTRAL] It was, you know, yeah.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Well, I do have that we've got.
[AGENT][POSITIVE] Your policy is paid um to March the first of this year, so it looks like you're good to go there.
[AGENT][NEUTRAL] I'm not quite sure
[CUSTOMER][NEUTRAL] OK, because when my last payment was in October, I will.
[AGENT][NEUTRAL] Mhm. So, oh, you pay quarterly. OK, I see.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, so, um, bear with me, how do you usually pay [PII]?
[CUSTOMER][NEUTRAL] Through my um you know how you pay your bills through your banking account?
[AGENT][NEUTRAL] Oh yeah yeah OK OK got you alright so just to give you an.
[CUSTOMER][NEUTRAL] That's how I do it.
[CUSTOMER][NEGATIVE] But no they still send me a bill though.
[AGENT][NEUTRAL] Mhm OK I see alright well it um we'll put a pin in that one because I'm probably gonna have to reach out to our customer service department to get an actual date, um, but before I do that, let me go ahead and check um your cancer policy to see um about those travel expenses. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know typically, uh-huh.
[CUSTOMER][NEUTRAL] You know, the whole, yeah.
[CUSTOMER][POSITIVE] Uh, I'm listening. I'm sorry.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] No, no, you're fine, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, transportation and lodging benefits.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Food would be nice. Um, I don't know if I need to give you a copy. I have to try to get it from MD [PII], cause I've had quite a bit of X-rays done and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, here, and even here in [PII] I've done some X-rays and blood work and
[CUSTOMER][NEUTRAL] urine samples and all kinds of stuff.
[AGENT][NEUTRAL] Mhm. Right. OK. So, per your policy, um, it, it, it's, excuse me, if it is at least 50 miles away from your residence,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Using the most direct route of course um let's see receiving an outpatient benefit.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Just maintain car. Travel will be paid at the stated rate.
[AGENT][POSITIVE] Mile up to OK, so I'll get those exact rates. I think that's really the biggest is that if it's at least 50 miles away, um, and then of course you also have a benefit for a family member, um, if they were to come with you as well.
[AGENT][NEUTRAL] Um, it would be one adult family member, uh, for their transportation and lodging as well.
[AGENT][NEUTRAL] Let me get that amount.
[AGENT][NEUTRAL] And then typically
[CUSTOMER][NEUTRAL] And how much is
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] But I mean for that one person would I need to give you their name and stuff like that or how would it work work with that?
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Oh do y'all send, or do you send it to me, everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] OK, so of course if y'all um it does state that if you're.
[AGENT][NEUTRAL] You know, in the same car or lodge in the same room, then it would not apply, but I guess if they were to travel separately, um, then it would, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so and then for those claims.
[AGENT][NEUTRAL] Um, most
[CUSTOMER][NEUTRAL] Now let me ask you another question though. Let me ask you another question before we go any further. You said at least, can it be over 50 miles?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Oh, yes, yes. It's as long as it's at least 50 from your permanent residence. So from
[CUSTOMER][NEUTRAL] I'm looking at around 200 miles. Is that bad or, or?
[AGENT][NEUTRAL] Oh yes, that, oh no, that's you are, that is a drive.
[CUSTOMER][NEUTRAL] Uh yeah, it is, cause see I'm, I'm driving, it's a 6 hour drive.
[AGENT][NEUTRAL] That is a ra.
[AGENT][NEGATIVE] Yuck.
[AGENT][NEUTRAL] Man,
[CUSTOMER][NEUTRAL] I gotta do what I have to do because I'm driving from [PII] to [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh man, see, that's what, um, that's like, so I'm in [PII] and my mom lives in [PII], so that's about how long it takes for me to get there.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] So you have an idea then.
[AGENT][NEUTRAL] Uh yes, yes, that's, man. And that's something I would wanna do like every great now and then. That's a rough drive. OK, here we got.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Alright, so transportation and outpatient lodging benefits, so transportation is 50 cents per mile round trip, and then the lodging is $100 per day up to 100 days per calendar year, and the family member that is this exact same so if they were to travel separately and then of course got a separate room, um, they would qualify for that same amount.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] So you could find that.
[CUSTOMER][NEUTRAL] OK, so be 50 cents per mile.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Lodgings
[CUSTOMER][NEUTRAL] $100 for for lodging.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] Up to 100 days per calendar year, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To me like for the year of [PII].
[AGENT][NEUTRAL] It's a calendar year, so it does reset, yes, so as of right now it's um we would be starting beginning of [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK. I, I wish I didn't, I wish I had known that sooner though cause I, I had quite a few I needed to get for in April and so see that was stuff but like in, but that was for [PII] though.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, no, that's OK.
[AGENT][NEUTRAL] If you could still
[AGENT][NEUTRAL] Um, you can still file those claims. There's no timely filing limit, [PII]. Um, all we really need it for the, um, transportation aspect of that when you're filling out the claim form initially.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, all you would do is mention that of course that you did travel and that you know you did have to get lodging if you did and where the address where when we get the itemized statement from wherever you received treatment we'll be able to of course see how far that was from your place of residence and that's how we would be able to get that portion of that uh benefit to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to get an itemized.
[AGENT][NEUTRAL] Statement, yes, um, from wherever you received treatment, um, and of course it will have their address and information.
[CUSTOMER][NEUTRAL] Bills from uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No matter what the treatment may be because they even gave me a bone, bone infusion treatment as well, but that was done.
[CUSTOMER][NEUTRAL] Last year though, not [PII].
[AGENT][NEUTRAL] OK, well, I do believe it does specify, um, OK, well, and.
[AGENT][NEUTRAL] Regardless of when it was, [PII], your policy was effective since, um, [PII], and there's no timely filing limit. So if there's anything that you're like, oh wow, I forgot to file that claim, you still can. If you can get that information, you can absolutely still file those claims. Um, now this does specify, um, let's see, who has been diagnosed having cancer to receive covered radiation therapy, chemotherapy, imm immunotherapy treatment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bone marrow or stem cell transplant or surgery in a hospital that's at least 50 miles away. So that travel benefit is limited to those procedures.
[CUSTOMER][NEUTRAL] OK, now what is the um.
[CUSTOMER][NEUTRAL] You mentioned immun immunotherapy or something like that you said?
[AGENT][NEUTRAL] Immunotherapy, yes.
[CUSTOMER][NEUTRAL] What is, what, what is that?
[CUSTOMER][NEUTRAL] What is that dealing with?
[AGENT][NEUTRAL] So that's typically, I think, um, as far as a lot of these cancer um policies go, it's going to be in the same like bucket as, yeah, uh radiation therapy and chemo. Um, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I don't have anything more definitive than that. Oh my goodness. No, here we go. I think immunotherapy, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Monoclonal antibodies and colony stimulating factors used to repair, stimulate or enhance the immune system's natural anti-cancer function.
[AGENT][NEUTRAL] That's immunotherapy.
[CUSTOMER][NEUTRAL] OK, I kinda
[CUSTOMER][NEUTRAL] Know what you're talking about.
[AGENT][NEUTRAL] I'm not quite as familiar with that one. I know more about radiation and chemo, but I'm not quite as familiar with immunotherapy. I guess that makes sense though.
[CUSTOMER][NEUTRAL] I think so. I'm, I'm just
[CUSTOMER][NEUTRAL] I know if that was dealing with the like taking the daily medication for it or something to that nature or what.
[AGENT][NEUTRAL] Um, let's see. I'm not sure what they do for it. Let's see. Therapies do not include other procedures related such as treatment planning.
[AGENT][NEUTRAL] I think it might be, um, cause all it specifies is that, uh, anti-nausea drugs are not included. So I think that's what that is. And if you'd like, um, before we go any further, just so that I make sure I let you know, I can send you a copy of this policy if you'd like, [PII]. It is very
[CUSTOMER][POSITIVE] I would, I would appreciate it.
[AGENT][POSITIVE] Yes, it's very easy to read. It's not just a bunch of jargon, I promise, um, but it does go through what is and is not covered, dollar amounts, frequencies, and then of course all the definitions, you know, um, I'm, I like to have a visual that's just me, so or something to come back on. I could ask a question forget tomorrow so I like having something like I could go and look.
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, that's me right now, especially with taking right, and especially me taking some uh some medication for dealing with this stuff. I have like a little small chemo brain and so I do have a struggle sometimes I remember it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I can imagine, yes, but if any other questions, especially once you receive it and if you start looking through it, um, anything you're confused about, definitely give us a call and we'll do what we can to help answer any questions, um, OK, and then.
[CUSTOMER][NEUTRAL] I don't know like.
[CUSTOMER][NEUTRAL] OK, so I need to wait and do I so I need to wait and file the claim once I get all the information.
[AGENT][NEUTRAL] Um, you can file the claim as soon as we, um, all we really need is that, um, the itemized statement, uh, from the, wherever you went, uh, to receive treatment. Um, now those itemized statements do need to include procedure and diagnosis codes. Um, most of the time, the providers will give those already, but just so that you're aware, um, when you're asking them for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I gotta figure out who because MDM is such a big place. I just have to figure out who I need to contact or how, how.
[CUSTOMER][NEUTRAL] I can get those, get that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Everywhere is different, but I would think um it would be like their billing department, um, especially with bigger places like that, I would think that would be where you start, um, OK, and so for your policy, um, did you want me to just email it to you?
[CUSTOMER][NEUTRAL] Get that on.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I could send it to this [PII] account.
[CUSTOMER][NEUTRAL] Um, yes, you can, can you do both of them? Can you send email and then send me a copy? Yeah, I'm a little old school still with that, so I like to look at it and, and highlight it.
[AGENT][NEUTRAL] Oh yeah, a paper copy in the mail as well. Yes.
[AGENT][POSITIVE] No, no, that's perfectly fine. I like something, yes, and I'm definitely a both person too, so I got the convenience of it being in my pocket where I can get that physical.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right there in my hand so I can look at it and go from there.
[AGENT][NEUTRAL] Exactly highlight and all of that fun stuff, OK, so did, um, did you have any other questions for me, [PII], um, before I, um, I'm gonna, um, put you on a brief hold in a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well my next payment, so my next payment is not due until March, correct?
[AGENT][NEUTRAL] Yes, regarding your payment.
[AGENT][NEUTRAL] Um, I, it does not look like it, but, um, if it's all right with you, I'm gonna just put you on a brief hold and confirm that, um, and I'll get right back with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing good thank you. I've got an insured on the line and it looks like she's paying um quarterly for her policy and she wanted to see when her next payment was going to be due um it's not on a draft or anything, and I know this sounds kind of silly, but is it just the paid to date or is there a more specific date that I'm not seeing?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, usually it is the pay to date and then they have 30 days after that date to get it to us, you know, so that it won't lapse, but yes, yes, that's when it's do technically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is that when we would be sending out that bill or when do we typically send the the invoices to them?
[CUSTOMER][NEUTRAL] It should go out the month before they are due, um, I know sometimes.
[AGENT][NEUTRAL] OK, so she should be getting it soon then.
[CUSTOMER][NEUTRAL] Yeah, she, yeah, yeah.
[AGENT][POSITIVE] Got you. OK, alright, I appreciate you clarifying that. Thank you.
[CUSTOMER][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] I thought I knew, but I just wanted to make sure.
[CUSTOMER][NEUTRAL] OK, yes, yes.
[AGENT][POSITIVE] Alright thanks I'll let her know. Goodbye.
[CUSTOMER][POSITIVE] OK. Bye. Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, [PII], sorry about that wait, are you still with me?
[CUSTOMER][NEUTRAL] Oh yeah, I'm here.
[AGENT][NEUTRAL] OK, so I again I thought this was correct, but I just wanted to be absolutely sure, um, so yes, [PII], um, is when it's technically going to be due, but um from what they said you have 30 days after that to get that payment to us uh that bill uh should be mailed getting mailed out it's she said it's usually the month before, so you should be getting that well before the [PII], yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK. Just so, uh-huh.
[CUSTOMER][NEUTRAL] OK, good. OK, and my payment would still be $107.10.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, I know that was quite a bit of information. Did you have any questions for me?
[CUSTOMER][NEUTRAL] Oh no, that's, that's it. So I just need to wait until I get the itemized stuff before I I file a claim, correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, so that's why I'll get to work on that.
[AGENT][POSITIVE] All right sounds good. Yes.
[CUSTOMER][NEUTRAL] What about, what about hotel bills? How would you need cover of hotel bills too?
[AGENT][POSITIVE] Yes, if it's going to be included with that lodging, absolutely, yes.
[CUSTOMER][NEUTRAL] If I can find them.
[CUSTOMER][NEUTRAL] OK, I need to see how can I get copies of them cause some of them I, I, I have nearby, but I just felt that it wasn't covered. If I had known that it was covered.
[AGENT][POSITIVE] Oh yeah, absolutely, if you can find them, that's $100 a day.
[CUSTOMER][POSITIVE] I will have you
[CUSTOMER][NEUTRAL] I would
[CUSTOMER][NEUTRAL] Yeah, I would have kept, yeah, I'm saying, I would have kept them nearby.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And stuff, but uh I.
[AGENT][POSITIVE] I'm sure be worth finding them.
[CUSTOMER][NEUTRAL] I'll see if I can, uh, if I can't find, I might have a, you know, maybe receipts going to my Gmail, you know that a lot of time y'all send receipts to your email account.
[AGENT][POSITIVE] Oh, absolutely, yes, yes.
[CUSTOMER][NEUTRAL] I may have to look through there and see if I find it that way or call the company.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] They help me out, so I'll, I'll be working on those things. OK, we're good.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Sounds good and let us know if you have any other questions again I know it's pretty confusing but we wanna make sure we can help however we can.
[CUSTOMER][NEUTRAL] Right, cause I want to also find out. I don't, I don't know if I file for my, when I had a a chemo treatment, a chemotherapy treatment, I had one like in [PII], but I don't know if I filed that one because so much change, so much happened that day, that month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yes. OK, let's see.
[CUSTOMER][NEUTRAL] Because we, we start off, cause it, it would be February was was the last one for that one for that month.
[AGENT][NEUTRAL] That was uh [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] was the last treatment through my portal, but I don't know if I filed a claim for that treatment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I can definitely see I've got I've got 3 that I see uh claims that we received from [PII], this is [PII] let me look at this last one.
[CUSTOMER][NEGATIVE] To be reimbursed
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, uh, [PII], and that is chemo.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] So you did submit that claim and we did pay that benefit.
[CUSTOMER][NEUTRAL] OK, so I did sub submit it, so that's February and you said January and January.
[AGENT][NEUTRAL] [PII] and then yes uh mhm [PII].
[CUSTOMER][NEUTRAL] Oh [PII] and [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you got, it was 3 of them. What was the other one? 8.
[AGENT][NEUTRAL] Um, there were a couple, um, I think this one was.
[AGENT][NEUTRAL] There were also diagnostics, um, looks like, uh, drug benefit as well. Um, these are the only chemos that I see for uh chemo treatments I see for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just was checking to see if I had done because I, I didn't, I did not remember.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, of course, yeah.
[CUSTOMER][MIXED] Mm mm, not at all. OK then, cool, um.
[AGENT][POSITIVE] Worth a look for sure.
[CUSTOMER][NEUTRAL] Thank you so much though for your help. I just I just don't.
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEUTRAL] About the losing losing things I would have been been sent.
[AGENT][NEUTRAL] Yes, yes, well, you going forward, mhm, yeah, and then if you can find that stuff, um, you know, uh since uh this was [PII], so anything you can find you can absolutely still follow that.
[CUSTOMER][NEGATIVE] So like you said, it becomes costly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I definitely will do that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, thank you so much and you have a wonderful day.
[AGENT][NEUTRAL] Yes, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it and you have a wonderful day.
[AGENT][POSITIVE] Alright, you too, [PII]. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye bye bye.