AccountId: 011433970860
ContactId: 44908538-c4c9-48c7-87bf-f04bc692e281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3208159 ms
Total Talk Time (AGENT): 1030570 ms
Total Talk Time (CUSTOMER): 1647708 ms
Interruptions: 13
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/44908538-c4c9-48c7-87bf-f04bc692e281_20250307T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. I'm sorry. I didn't know where to call so I called the main number. I have, I, I submitted a claim form. I faxed it over last week. I'm just calling to see if it came through.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I'm happy to check on that for you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, hold on please. I'm just looking for that. There's 2 policy numbers, um.
[CUSTOMER][NEUTRAL] It's 207-842-2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 242-691-7.
[AGENT][NEUTRAL] And if I could get your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry, I'm yawning. My name is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then what is the address and email address we should have on file?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure if you have my PO box or or the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] If it's not that, it's my PO box.
[CUSTOMER][NEUTRAL] Or you're wanting his address?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] His address, yeah.
[CUSTOMER][NEUTRAL] It's not for myself. OK, OK. His address is, I believe it's [PII]. Hold on, let me look for it.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] All right, thank you so much. OK, so.
[CUSTOMER][NEUTRAL] That was his address, yeah.
[AGENT][NEUTRAL] Let me look and see.
[AGENT][NEUTRAL] Recent points.
[CUSTOMER][POSITIVE] I can give you his social if that helps.
[AGENT][NEUTRAL] No, that's OK. I've, I've got the policy here. I just need to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I faxed a claim form and a copy of the death certificate twice last week. Um, the death form, I believe, um.
[AGENT][NEUTRAL] Look and find the claim.
[CUSTOMER][NEGATIVE] I did it. I faxed it here. I can't think this morning. I'm sorry. I'm so tired. This week has been rough. Um, I faxed it on.
[CUSTOMER][NEUTRAL] That certificate. I keep copies of everything. Um, I don't know why, because last time I did this, it didn't help. Um, 220 of 25.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was the original um fax that I sent out for um.
[CUSTOMER][NEUTRAL] The death certificate and then on [PII] I said that I submitted the application, the claim form with the death certificate again.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Oh wait a minute?
[CUSTOMER][NEGATIVE] I don't know if it's been 10 days. I was told before when I called that it would take um 5 to 10 days, I believe, or something to be uploaded, but my problem is the reason why I'm calling because I submitted a claim.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Back
[CUSTOMER][NEUTRAL] Gosh, back in um.
[CUSTOMER][NEUTRAL] In June, I believe, right before he passed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] June or July, I submitted the first application. I have a copy of that as well and you guys say that you told me that you never received it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I have the fax receipts and everything that I submitted it. So I talked to someone, they were very helpful. They told me what to do to, you know, get it going again, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I this is my 2nd time I called to see if you guys have received it.
[AGENT][NEUTRAL] OK. So I do see that it
[CUSTOMER][NEUTRAL] The first time I said the first time I submitted, the original application was in July on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I believe you guys don't even have that one there. But that's fine, that's irrelevant. I'm starting the process all over again. So you say you do, you do have it?
[AGENT][NEUTRAL] Yeah, so I do see it, yeah, mhm.
[CUSTOMER][NEUTRAL] OK. OK. And you see the death certificate as well?
[AGENT][NEUTRAL] Mhm, mhm. Yes, ma'am. Yeah, yeah.
[CUSTOMER][NEUTRAL] OK. Now, we also had his main insurance, um.
[CUSTOMER][NEUTRAL] Sending you guys, um, they're gathering the, the, the.
[CUSTOMER][NEUTRAL] What is that called? I always forget what it's called the EOB.
[AGENT][NEUTRAL] Oh, explanation benefits. Uh-huh.
[CUSTOMER][NEUTRAL] Explanation of benefits, uh-huh they're they're getting that together to send to you guys. I've already had somebody call from Blue Cross Blue Shield and talk to somebody with you guys to figure out exactly what you guys wanted so that should be coming your way now what am I to do next?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I mean, like, originally I had asked um Texas Oncology to fax over all the medical uh records that you guys needed. That wasn't done either. Everything I did went out the window. I don't know why.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So they didn't do that either. Now, he was also a patient of MD [PII]. I'm told that all you guys need are is any chemo or any diagnostic testing, medical imaging. That's what the first representative told me. The, the last one I spoke to said all they needed was a chemo and radiation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, everybody tells me something different. So what should I be asking um Texas Oncology to send to you?
[AGENT][NEUTRAL] So, it's, let, let me pull this up and
[CUSTOMER][NEGATIVE] This has been such a chore. I can't even, um, it's been awful.
[AGENT][NEUTRAL] I know, I'm sorry, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And my brother had, he had cancer for 4 years. He's passed away, passed away last August, and he never submitted a claim, so I'm doing it. I am the beneficiary for it as well. So you could see all that. I'm just now getting myself together and following up on everything. So, um, yeah, but it's, it's, I've never been so stressed out in my life.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry, yeah, it's a lot.
[CUSTOMER][NEGATIVE] Ever. This has been a very bad experience, but yeah. Um, so, um,
[CUSTOMER][NEUTRAL] I have a name, but I'm not sure I've taken so many notes um for [PII]. Do you know who she is because, OK, so she is with with you guys then she's with APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me, I'm familiar with an [PII]. You said the last name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Cause I have on here, she's a representative and uh she's an insurance broker.
[CUSTOMER][NEUTRAL] And uh she said to reach out to her if I needed any help or anything. But I don't know if she's with American Life, Public Life, or if she's with Blue Cross Blue Shield. I didn't write that down.
[AGENT][NEUTRAL] Yeah, I don't see an [PII] here. um I.
[CUSTOMER][NEGATIVE] This is so stressful.
[CUSTOMER][NEUTRAL] OK, so then she's with Blue Cross Blue Shield then, probably more than likely.
[AGENT][NEUTRAL] Um, so for any claims that you file under this that are for any sort of radi radiation,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you just, you need the itemized medical bill from the provider.
[AGENT][NEUTRAL] And then the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK, so the explanation of benefits that's coming. Itemized medical bill.
[AGENT][POSITIVE] Correct, from the provider.
[CUSTOMER][NEUTRAL] For for chemo. He had, he had chemo more than anything, lots of chemo.
[AGENT][NEUTRAL] OK. Yeah. So for then for that, um, that would apply for chemo also. So any chemo or radiation, those are the things needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And that's from oncology because um this is what, what um Texas Oncology. This is what was going on. um, he was a patient of MD [PII] and MD [PII] would order.
[CUSTOMER][NEUTRAL] Um, the oncology, where they would order all the chemo treatments from the Texas oncology, that's where he would get treated because my brother lived in [PII]. However, any, any, um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any type of surgeries or any other, um other than cancer, um, other than chemo, he got done at um MD [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any treatment, any, anything. He had like, um, and I don't know if this would apply. He had like a stent that was repeatedly um replaced, I don't know, maybe 4 or 5 times, um, in his liver. It was a stent to keep the bile going through. Um, he had chemo, many sessions of chemo throughout the 4 years, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we were almost at the end of the road. I mean, they cleared him up from his liver and his colon. He had a few spots in his, in his, um, so he's, I mean, they called it all colon cancer, because that's where it originated it, they said. However, it spread through different organs of his body.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And um, so every time they try to target the, the, the organ that it, it spread to, however, at the end, it was back in his liver again, and it was going through all of his ducts.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] So they couldn't do it anymore. They gave up on him at that point. So,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so, I don't, I mean, I don't know. All I know is I'm from [PII], I'm his big sister. I would fly out to [PII].
[CUSTOMER][NEUTRAL] Meet up with him, take care of him, his hospital stays, all of that. And then I would drive him back home to [PII]. And then I would fly back home from [PII] to, to [PII]. So, you know, I, I, I only went to one, he, he was hospitalized a couple of times.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, there in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You know, one, the first time it was because he was very dehydrated from the chemo and all I got very sick. The second time was because he was jaundiced. He was very jaundiced. That's when it all went downhill after that. That's when his liver started shutting down. However, I think, if I remember well, I, I've completely lost myself through all of this. It's
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I'm sorry. Um,
[AGENT][POSITIVE] Don't, don't apologize. It's a lot. It's a lot of information and I can definitely see how it would be overwhelming.
[CUSTOMER][NEUTRAL] We, we
[CUSTOMER][NEUTRAL] I know, and I
[CUSTOMER][NEUTRAL] It it is, and, and I was also his.
[CUSTOMER][NEGATIVE] He didn't refuse hospice. He refused everything. I was the one taking care of him and his business, everything, and
[CUSTOMER][NEGATIVE] I just had to put it all down.
[CUSTOMER][MIXED] Because I, I was losing my mind, but now I'm back at it and I guess I'm still not all the way better, but I don't even know where to start because everybody tells me [PII]hing different.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] And, and I, I get so confused, like right now I didn't know this, this lady that I just um gave you her name, who she was with, you know, I write all kinds of notes. So I'm still not.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. But anyway, um,
[CUSTOMER][NEUTRAL] I spoke to several of your representatives and, and I've been told, uh, you know, as to what I need differently. Now, I was the, the, his power of attorney, um, for medical, for financial, for everything, actually, I had the durable and the threat. What is that statutory, um, durable power of attorney. However, I know all that and what, you know, the patient is deceased, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] We didn't get, we, we were trying to beat the clock, but it beat us. We didn't get everything in order, so there was no will signed or anything. I know we had a few things that he was able, I was able to put myself down as a beneficiary. His goal was to get me down on everything so that I can take care of everything for him. I just didn't realize how much I was taking on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][MIXED] You know, I dropped my life, my everything to come and take care of them and it was just overwhelming for me, but um um I don't know if, if
[CUSTOMER][NEUTRAL] The request for his medical records, if they'll even be able to do that for me because I'm no longer, you know, there's nothing on paper. I wouldn't that violate the HIPAA?
[CUSTOMER][NEUTRAL] Well, you know, I, I don't know, or should, should I be asking? Should I try? or how does this work?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, I mean, I feel like.
[CUSTOMER][NEUTRAL] Is it you guys or is it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I feel like
[AGENT][NEUTRAL] A request for medical records, um, like they should be able to give that to you. Um,
[AGENT][NEUTRAL] So I feel like if you, if you want to start, um, you know, like filing the claims and, you know, trying to redo them, I would probably try and just start with.
[AGENT][NEUTRAL] One thing and then kind of move on to the next. So, like you were talking about like his chemo. So like we know for that that we need the itemized medical bill.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we need the explanation of benefits. So I would, I would.
[CUSTOMER][NEUTRAL] And but the explanation of benefits is coming from, from his main insurance, right?
[AGENT][NEUTRAL] Right, that would come from whoever his main insurance was. So I
[CUSTOMER][NEUTRAL] OK, which would be Blue Cross Blue Shield, but we've already requested that for from them, so they're they're in, they're taking care of that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so there's
[AGENT][NEUTRAL] OK, and they're sending those to us, right? Or to you?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes, yes, to you guys, but there's so many, they said, because it's for the last 4 years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, so, I mean, he, or longer, he was diagnosed in [PII].
[CUSTOMER][NEUTRAL] So, yeah, and he, it was 4 years he passed in [PII], so, um, so the lady there told me it's gonna take a while because it's a lot to go through, so I don't know, I don't know what she meant by that. So I know they're working with it and I have a contact number so that I can make sure that, that, that does go through. However, now,
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Now I'm working with, um, I, I know based on all the phone calls that I've made that you guys want medical records from the Texas oncology. However, I'm just worried that they're not gonna want to give me anything, so I can just have them fax it over to you guys, I guess. I don't know. I'm gonna try, but I mean, is that how it usually works when somebody files a claim for a deceased uh uh a deceased individual?
[AGENT][NEUTRAL] Yeah, I mean they.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, yeah, and
[CUSTOMER][NEUTRAL] There's someone that's passed away.
[AGENT][POSITIVE] Yeah, and they should be they shouldn't give you any sort of, you should be able to get that and they should be able to send them to us with like no issue whatsoever um so.
[AGENT][NEUTRAL] Um, yeah, and then if so if they're able to send the records, the itemized bills and everything, then that would take care of that.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, so we are looking for medical records and itemized bills then, right?
[AGENT][NEUTRAL] Mhm. Yeah, yeah. It needs, yeah, itemized medical bill from the provider, yes.
[CUSTOMER][NEUTRAL] OK, so itemized medical bills, not records.
[CUSTOMER][NEUTRAL] It's a medical bill that you're looking for, not in the record.
[AGENT][NEUTRAL] Right, so for
[AGENT][NEUTRAL] The Blue Cross Blue Shield will send us the explanation of benefits. What we need from the oncology people is an itemized receipt that shows the date that he went and received the chemo and then what the charges were.
[CUSTOMER][NEUTRAL] Demo dates.
[CUSTOMER][NEUTRAL] The charges. Now, I was told also if he got any radiation and something else.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Something else, I forget, um.
[AGENT][NEUTRAL] Radiation and immunotherapy are the other two.
[CUSTOMER][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, that was it. And I mean, uh uh um you know.
[AGENT][NEUTRAL] Immunotherapy. Mhm.
[CUSTOMER][NEUTRAL] OK, I believe, yeah, I believe we were getting him ready for that before everything went downhill.
[CUSTOMER][NEUTRAL] So I, I, if I remember well, I think he had, he, he did a little bit of radiation, but he did uh mostly chemo. He did a lot of chemo. And they did radiation and then they were getting ready for the immunotherapy, which was, um, was that, is that what they called um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Gosh, I can't think. They called it a certain name at at [PII] [PII]. It's like meds that they give them instead, trial meds.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] What is that? Is that the immunotherapy?
[AGENT][NEUTRAL] Um, I don't think that that would be immunotherapy. I think those are like, um, I know what you're talking about. It's more like a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, things that are in trial, like trial drugs.
[CUSTOMER][NEUTRAL] Yeah, yeah, they were, they were gonna start him on trial meds, but that's when everything went downhill, so.
[AGENT][NEUTRAL] So there's no time frame in which this like has to be done by, and the radiation and chemotherapy pays up to $20,000 within a 12-month period. And with you saying that he has so much extensive stuff done, I would start there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And work on that and then move on to the next if you need to, once that is like been completed to try and not to overwhelm yourself because surgeries and things like that can be submitted, but with all the stuff that is needed just for this one thing, I would try and focus on that.
[AGENT][NEUTRAL] Max out the benefits for those time frames in which he was getting, you know, this treatment and services for, then you can move on to what he had done next and then focus on that.
[CUSTOMER][NEUTRAL] So how do I, uh, how do I know though because like I, I, and I'm not trying to be rude, but everybody has told me something different.
[CUSTOMER][NEUTRAL] Um, I have another one of your representatives that said, um.
[CUSTOMER][NEUTRAL] Hold on, I just got an email.
[CUSTOMER][POSITIVE] Um, I'm working remotely too. I apologize.
[CUSTOMER][NEUTRAL] What happened? I didn't show up.
[CUSTOMER][NEUTRAL] And that's true.
[CUSTOMER][POSITIVE] Oh, that was good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They have told me diagnostic testing, any medical imaging, all of that, and all of that is, is at um MD [PII]. So, um, I actually had received a packet of all his medical records from there cause I had asked them to send them to you as well, and that didn't happen.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I have a whole packet from beginning to end, so his last visit. I think his last visit that we were there is when I picked up that packet. However, we didn't get the last visit on there, which I, I think it's irrelevant at this point. He had another um
[CUSTOMER][NEUTRAL] Um, that put in, it was his last stent that they placed in his liver. So, are you saying then that
[CUSTOMER][NEUTRAL] They also set for his original diagnosis, all pathology report.
[CUSTOMER][NEUTRAL] So I got a lot of different things here on the list, so I don't even know.
[CUSTOMER][NEUTRAL] I, I just don't know.
[CUSTOMER][NEGATIVE] I mean, isn't that what you guys do if, if I just request all his medical records and they send them to you, isn't that what you guys are supposed to do is look through them to see what applies to, to his um policy?
[AGENT][NEUTRAL] Yeah, I mean, we, yeah, I mean if the medical records are requested for what you're submitting the claim form, have, have you ever gotten the actual like cancer claim form?
[CUSTOMER][NEUTRAL] Yeah, I've already submitted it, but I've only gotten one. I did one back in July, like I said, and then I requested it again, they sent me another one. I just submitted that one, but.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] The claim form has to be submitted for.
[AGENT][NEUTRAL] Each claim that we're making, you know, a request for, so
[AGENT][NEUTRAL] If you're doing a claim for radiation.
[CUSTOMER][NEUTRAL] The last 4 years, yeah, for the last 4 years of, of whatever applies to this policy, or we have to do a separate a separate, uh, I guess what I'm under what I think you're telling me that we need to file a separate uh submit a separate claim form for every separate um.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Medical, um,
[AGENT][NEUTRAL] Like it needs to be like an occurrence, right? So like if you're doing it for radiation, for example, or let's say chemotherapy, like you need the claim form and fill it out, and this claim form is going to be what you're filing to receive benefits for the chemotherapy. And you submit all the submitting documentation with that claim form for the chemotherapy.
[CUSTOMER][NEUTRAL] Treatment that they gave them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see, I wasn't told this till now.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] every time it's just something more that adds to my plate that is so confusing. So, OK. So the first one, how do you know what it's for though? If you, if it's just uh uh an application, a claim form you submit.
[CUSTOMER][NEUTRAL] There's nowhere on there that says this is just for chemotherapy and then this is just for this, or this is just for that. See what I mean? So.
[AGENT][NEUTRAL] It's, well, it's.
[AGENT][NEUTRAL] It does let me see, let me look at it.
[CUSTOMER][NEGATIVE] Unbelievable.
[CUSTOMER][NEGATIVE] This is so complicated.
[CUSTOMER][NEUTRAL] And, and, and when I called and somebody helped me walk me through this, I put his name as the insured and then I put um my address cause I'm the beneficiary and I'm signing this form. That's what they told me to do.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because he's no longer at that address, his home address, and um that's all. um I don't see anywhere on here. It just says section C, it's a cancer claim form.
[AGENT][NEUTRAL] Right. No, I see.
[CUSTOMER][NEUTRAL] And it's a section C is non-local transportation, family member lodging, um.
[AGENT][NEUTRAL] Lodging, right.
[CUSTOMER][NEUTRAL] Yeah, and that's it. I mean, nowhere on here does it say this is just like for chemo.
[CUSTOMER][NEUTRAL] It's not a specific form is what I'm saying.
[CUSTOMER][NEUTRAL] Do I have the wrong form? cause this.
[CUSTOMER][NEUTRAL] This is what you guys um.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] Looks like, No, it looks like it's still the same. I was pulling, I was downloading it.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I mean.
[CUSTOMER][NEUTRAL] I just need to know what to do, what I need to send in so I can request that from.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] All of these places.
[CUSTOMER][NEUTRAL] So are you telling me then, for example, if, if he got like chemo every year, you would pay out uh the, the $20,000 is that the limit or is it $20,000 every year?
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] It looks like, let me go back to the policy. I believe it stated per 12 months.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So if he had any, any chemo within a twelve-month period.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of every year then it would be a payout that much per year.
[CUSTOMER][NEUTRAL] And then I had something written down where the original diagnosis was 10,000.
[AGENT][NEUTRAL] The right with the initial correct.
[AGENT][NEUTRAL] Like the first occurrence benefit, is that what you're talking about?
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] When he was orig when he was originally diagnosed.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I need the policy here.
[CUSTOMER][NEUTRAL] OK, I, I'm gonna put the phone down for just a minute. I have to run to the ladies' room if that's OK. I'm sorry. I have to go really bad. OK. I'll be right back, OK? All [PII]. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm back. I apologize.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Yeah, so my understanding has always been that, you know, when you are filing a claim for.
[AGENT][NEUTRAL] Said incident, whatever it is, the claim form has to accompany it with the documentation. If we get just one set claim form and then a bunch of documentation after that.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It needs to all be together in one claim, I guess is what I'm trying to explain. I don't know if that makes sense. I don't know if I'm explaining this well.
[CUSTOMER][NEUTRAL] Uh, so, so then by me submitting that, that claim form without all the medical records, it's, it's irrelevant then, right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like, I mean, because you were talking about like what was submitted like way back in like July that like we never got, and you were saying like we had never received, but like, so on that, like, I did see that we had gotten something. Let me go back and like
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Look at, you know, because there were things in here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, so that was
[AGENT][NEUTRAL] Power of attorney, it looks like.
[CUSTOMER][NEUTRAL] And the benefits
[CUSTOMER][NEUTRAL] The beneficiary was also received, I'm sure because you guys have me down already, so.
[AGENT][NEUTRAL] Right, so we got a claim form and we got a power of attorney, so I see that.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] The death certificate. So let me go back.
[AGENT][NEUTRAL] And see were there any claims filed under the.
[AGENT][NEUTRAL] Yeah, it's just power of attorney.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't think I'm ever gonna get this done because it's just too much.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] So you're getting the, the explanation of benefits from.
[CUSTOMER][NEUTRAL] Uh, Blue Cross Blue Shield, his original, I mean, his medical insurance. And you'll be getting that separate, and then you'll be getting medical records from the oncology place for just chemo, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And if everything's coming in at different times, I feel like.
[CUSTOMER][NEUTRAL] It's just gonna get
[CUSTOMER][NEUTRAL] Put aside
[AGENT][NEUTRAL] Well, it'll definitely if it's if it's they submit it via fax I mean they'll either be a denial or a payment one of the two, and if there's a denial it'll state why, whether or not the services weren't covered or additional information is needed, um, you know, there would be some sort of, you know, um.
[CUSTOMER][NEUTRAL] Right, right, I understand all that. What I'm saying is, um, I'm gonna provide all that. That's why I'm calling. I need to know what to provide.
[CUSTOMER][NEUTRAL] So if it doesn't,
[CUSTOMER][NEUTRAL] Go all and what I'm asking is if I'm sure you guys work with this all the time, you know the way it works so people send in.
[CUSTOMER][NEUTRAL] Different things, different times, like, like I am.
[CUSTOMER][NEUTRAL] So do you guys just upload everything to his, his, his case and then.
[CUSTOMER][NEUTRAL] Uh, I don't know. I mean, how do I know after I provide the chemo, all of the chemo, and then
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do I know what to ask my, my, the, the, the, the doctors for?
[CUSTOMER][NEUTRAL] You know, and do I send it all at once, or do I send it separately, or?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] With different applications every time I don't know. I need somebody to guide me on this.
[CUSTOMER][NEUTRAL] I, I'm in the dark.
[AGENT][NEUTRAL] So if they're sending the explanation of benefits for the amounts for all of the chemotherapy, the only other thing that you need is an itemized medical bill from whoever gave the chemotherapy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And they can send that to us or you can send that to us.
[CUSTOMER][NEUTRAL] OK. Because Blue Cross Blue Shield being his initial, um, his main insurance and the explanation of benefits will have.
[CUSTOMER][NEUTRAL] What he, what they paid for, is that correct?
[AGENT][NEUTRAL] The explanation of benefits will have, yes, what they paid, but we still need the itemized medical bill from the provider, right?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] From the doctor, from the doctor. OK. All right.
[AGENT][NEUTRAL] So if we get all the explanation of benefits and we haven't yet gotten the medical bills, then it's not gonna be paid until we get both, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So I'll have to call back again.
[AGENT][NEUTRAL] You can submit it, yeah, I mean, you can submit it all together, but if you're having them submit it to us, it's not gonna come in all at the same time.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right, that was my question. So if they don't come in all at the same time, that's not gonna be a problem.
[AGENT][NEUTRAL] Right, we're just gonna have to wait for the additional information, yeah.
[CUSTOMER][NEUTRAL] But then um
[CUSTOMER][NEUTRAL] You're just, yeah.
[CUSTOMER][NEUTRAL] OK. All right. So what I need to know then is I will call Texas Oncology. So about, you know, his chemo treatments and his, his radiation. However,
[CUSTOMER][NEUTRAL] Um, what about all the other stuff that like the surgeries and, and
[CUSTOMER][NEUTRAL] Um, when he got taken care of at [PII], do I request something from them as well?
[AGENT][NEUTRAL] So for any
[CUSTOMER][NEUTRAL] Cause he didn't get chemo over there.
[AGENT][NEUTRAL] OK, so for any surgeries, you need to request an operative report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will need to have the same itemized medical bill for the surgery, and then you'll need to have the explanation of benefits for the surgery too, because we need to know what Blue Cross Blue Shield paid and what was remaining.
[CUSTOMER][NEUTRAL] And that would be from Blue Cross Blue Shield, right?
[AGENT][NEUTRAL] If, yeah, if that was his primary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's where it's getting confusing. OK, from BC.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So then I'll submit one form for all his chemo, and then I'll submit another form for all of his surgeries.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I didn't know that. No one ever told me that. OK.
[AGENT][NEUTRAL] And as far as his benefit for the policy did have a first time occurrence lump sum benefit.
[AGENT][NEUTRAL] So, you would file a claim form for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the first occurrence benefit, you need whoever he saw, you need something showing the date of diagnosis and what the diagnosis was.
[CUSTOMER][NEUTRAL] OK. Now, he was diagnosed with 3 different um organs.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So does that change anything?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Other than just the date of diagnosis, you don't need all three days of 3 different um organs that he had chemo on.
[AGENT][NEUTRAL] Yeah, they just
[AGENT][NEUTRAL] They just need the initial date of diagnosis, who the provider was, and like the diagnosis code showing that it was a form of um internal cancer.
[CUSTOMER][NEUTRAL] OK, yeah, because that's what.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'll need to file another claim form for that one.
[AGENT][NEUTRAL] For the internal cancer.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEGATIVE] You know, they should really have somebody to walk you through all this because like I, uh, and it's, it's not your fault. I'm not, I'm not upset with you or anybody. I'm just, I'm very overwhelmed. It's just a whole lot and nobody, you're the first that has told me that.
[AGENT][NEUTRAL] No, I know. It's just a lot. Yeah.
[AGENT][NEUTRAL] Yeah, it's just, yeah, no, I can't imagine.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So if I didn't know that, then, then a person [PII]s without payment. If they just, I mean if I had just sent what they asked for, I would have never filed a claim for the initial.
[CUSTOMER][NEGATIVE] Internal cancer um diagnosed, you know, I would have never done that because I didn't know I had to, which is why I'm saying I, I need somebody to walk me through all this. So, OK, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Can you provide me with that form then?
[AGENT][NEUTRAL] Mhm, yeah, I.
[CUSTOMER][NEUTRAL] How do I get the form because then I need that sent to my to to my email the last time you guys sent it.
[AGENT][NEUTRAL] Yeah, what's your
[AGENT][NEUTRAL] What's your email?
[CUSTOMER][NEUTRAL] OK, I'll give that to you. That's um [PII].
[CUSTOMER][NEUTRAL] [PII], that's it's [PII].
[CUSTOMER][NEUTRAL] And then it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I will, I will try to work on that one then, and I'll just have to do, you know, uh, and then go from there. So then I'll do that one and I'll, I'll follow up on this one that's already current and then, um, then after that I file another claim form for all of his operative reports.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For the operative stuff, the surgery is correct.
[CUSTOMER][NEUTRAL] OK. OK. Now, what about any um like PET scans or anything like that cause I was told by someone else that any diagnostic uh testing or medical imaging, is that true?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I do believe that.
[CUSTOMER][NEUTRAL] So then
[AGENT][NEUTRAL] Um, so medical imaging.
[AGENT][NEUTRAL] It looks like they paid for one the plan paid for one test a year. I don't know if you wanna note that down.
[AGENT][NEUTRAL] So, it does pay for it, um, like medical imaging, one a year, but knowing that it's only one a year might help you and just to submit one for each year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's for for diagnostic diagnostic tests?
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which uh diagnosis, uh, does that, does that, does that have, um, what is diagnostic like, um,
[CUSTOMER][NEUTRAL] Is it MRIs? Is it, uh, what is it? What do they mean by that?
[AGENT][NEUTRAL] Let's see how do they define.
[CUSTOMER][NEUTRAL] A CAT scan, a PET scan?
[AGENT][NEUTRAL] So let's see, diagnostic testing would be
[AGENT][NEUTRAL] Um, chest X-ray, Pap smear, colonoscopy.
[AGENT][NEUTRAL] Um, it looks like a PSA, which is like a prostate exam, colon cancer blood test, breast cancer blood test, mammogram.
[AGENT][NEUTRAL] Um, Pap test. Those are all considered diagnostic testing, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The colonoscopy. So he did have colon obviously, he, he
[AGENT][NEUTRAL] A PET scan is
[CUSTOMER][NEUTRAL] It was started with colon cancer.
[AGENT][NEUTRAL] Right. A PET scan is considered considered medical imaging, um, and there is a benefit for medical imaging, um, and that's one a year also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Medical imaging, diagnostic testing, and chemo. That's what they told me. All itemized bills, uh, pathology reports for every diagnosis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I take it that's for every time he was diagnosed with a different cancer or different organs.
[AGENT][NEUTRAL] Um, yeah, so for the testing, um, you'll just need, um,
[AGENT][NEUTRAL] Well, I, you can only do for one a year. So for that you would just want the itemized receipt for the, the testing that was done with the diagnosis code for the one a year that you would do.
[CUSTOMER][NEUTRAL] One a year for pathology.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And everything that you submit is always gonna have to have the explanation of benefits from his primary, because
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have to try and remember and think of us as like a secondary insurance. And so um that's why that's always requested because
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] When the examiner looks at the claims, they have to be able to see what his primary paid and what the, you know, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's um
[CUSTOMER][NEUTRAL] EOP, right? That's what you guys call it.
[AGENT][POSITIVE] Mhm, mhm. Correct.
[CUSTOMER][NEUTRAL] Every time the man has to have an explanation from Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] Now, um, I know that Blue Cross Blue Shield right now, all I know is that the lady told me she had a lot to go through, cause it's for the last 4 years. So, I don't know if she's just looking for um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] The chemo or if she's looking for everything?
[CUSTOMER][NEUTRAL] I don't know what she's sending you guys because she.
[CUSTOMER][NEUTRAL] Directly spoke to someone from your, um your insurance company and they told her what they needed, but um
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, you're telling me I have to file a separate claim form for every.
[CUSTOMER][NEUTRAL] Every service so.
[CUSTOMER][NEUTRAL] What I'm doing with her right now is basically, I don't know what it's for, actually, because I, they didn't, they never said.
[CUSTOMER][NEUTRAL] Um, they just said, send me the, um, the EOB, you'll, you'll, um, EOB from his primary insurance. I had the lady call you guys and you guys told her exactly what she needed, and that's all I know.
[AGENT][NEUTRAL] Yeah, I know. It looks like I see where she called and spoke with somebody. Let's see what else it says in here.
[CUSTOMER][NEUTRAL] And I submitted the claim form.
[CUSTOMER][NEUTRAL] I'm gonna have to write all of this down or I will forget.
[CUSTOMER][NEUTRAL] Now, is there a, a number? I remember somebody gave me a policy number or something that I needed to attach to um the applications we submitted. Is that you guys, am I supposed to just be adding like both policy numbers on anything I submit?
[AGENT][NEUTRAL] Yeah, that's fine. Yeah, yeah, because if we see one, we can, we can see all the others.
[CUSTOMER][NEUTRAL] To you all? OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It looks like [PII], the person you were talking to, she, uh, was from the broker's office. Now that I'm looking in the notes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's that's what I, yeah, that's what I told you the broker's office with you guys or with um Blue Cross Blue Shield?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, with us it looks like, yeah. OK.
[CUSTOMER][NEUTRAL] Oh, OK, so she's with you guys. That's who I'm supposed to be talking to.
[CUSTOMER][NEUTRAL] For if I had any questions. I did call her, she didn't answer. I left her a voicemail. So, OK, let me update.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you have her number because it says in here.
[CUSTOMER][NEUTRAL] So she is like.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Hold on, I'm looking.
[CUSTOMER][NEUTRAL] Where's that.
[CUSTOMER][NEUTRAL] I have it on a separate piece of paper. Hold on, let's put it up here it is.
[CUSTOMER][NEUTRAL] So I'm gonna update my notes here because they were wrong.
[CUSTOMER][NEUTRAL] This is what I mean, there's too much, and that's what I thought, I thought because I had on my notes that she was from APL and then when I asked you, I thought, no, maybe she was from Blue Cross Blue Shield. So I have [PII], um [PII].
[AGENT][NEUTRAL] Try this number. Let me give you this number. Do you have a pen?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Directly, is that her number? Is that a different number you have for her maybe?
[AGENT][NEUTRAL] Mhm, that's a different number I have for [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Yeah, it looks like.
[AGENT][NEUTRAL] [PII] is a broker with Higginbonds that, you know, actually was managing this particular group coverage that he had. So yes, that was who you were speaking with because I see her first and last name in here, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's a different number that you could maybe try for her um if you wanted to still speak with her since that's who you had been dealing with on all this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Oh, all right. I'll, I'll just wait for her to give me a call back, um, go from there. All righty. I'm sorry. I'm just, uh, I like I said, every time I, I find out something different.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I'll ask her. I'll talk to her and see what she tells me, OK?
[AGENT][POSITIVE] And yeah, and I feel like, just like I said, try and take it just one item at a time and not worry about everything like surgeries, chemo, radiation, all of it. Just try and focus on the one item at a time and maybe that'll help, and then you can cross that off your list and move on to the next one.
[CUSTOMER][NEUTRAL] Right, I get it. And yeah, that's, that's the only way um you can get past something like this. This is to um
[AGENT][NEUTRAL] Right, you just kinda, you just kinda have to break it down, cause otherwise it's too overwhelming and it just, yeah, it's too much paperwork and documentation. So I would focus on starting on the one thing like if you wanna get the first occurrence benefit paid and that taken care of, work on that, get that taken care of and paid out, and then move on to like the next thing and
[CUSTOMER][NEGATIVE] To confusing.
[AGENT][NEUTRAL] And then you can just kind of tick it off your list.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. That's what I'm gonna do. I, I'm very grateful for your advice, um, cause, uh, I, I'll, I'm, I'm up for anything, any type of advice, just say, that's why I say please guide me because I don't know what I'm doing with all of this.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, no, not a problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, yeah, and definitely feel free to call us anytime. We're always here to help if we can. So um don't hesitate to call if you need to, OK?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][POSITIVE] Thank you so much. You've been very helpful and you've, you've given me information I didn't have, so it, it kind of makes a little more sense to me now because I just kept thinking, you know, this doesn't, something didn't make sense to me, so when it doesn't make sense.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know, I have to be able to connect the dots or else I'm not satisfied, you know, and I, and I haven't been able to with, with this insurance stuff, so I'm like, I'm, I'm very um overwhelmed and very frustrated because I'm not used to this, you know, I, I need to understand what I'm doing.
[AGENT][POSITIVE] I, yeah, I get it, I get it, yeah.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, no, I get it.
[CUSTOMER][POSITIVE] And if I don't understand something, I, I get very frustrated, but I do appreciate you and I thank you for being patient with me and, and giving me an explanation as to at least what I need to do. Thank you so much. And I'll wait for [PII] to give me a call back and have a good day. Thank you.
[AGENT][POSITIVE] You're welcome. I
[AGENT][POSITIVE] Yeah. You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You too.