AccountId: 011433970860
ContactId: 477e23a7-bfbf-4516-a957-51bd0caf07ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1276579 ms
Total Talk Time (AGENT): 596371 ms
Total Talk Time (CUSTOMER): 492067 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/477e23a7-bfbf-4516-a957-51bd0caf07ad_20250226T22:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, man. I dropped my phone. My name is [PII]. I was talking to you about a minute ago.
[AGENT][NEUTRAL] OK, um, you said your name was [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII], [PII]. OK, [PII]. I can um help you. You said you dropped your phone while you were on a call earlier?
[CUSTOMER][NEUTRAL] Yeah, just about a minute ago I talked to someone and I dropped my phone and I hung it up so I just called him back.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, [PII]. Do you know who it was that you were talking to?
[CUSTOMER][NEUTRAL] No, I thought, I think it was you.
[AGENT][NEUTRAL] Me? No, I don't think it was me, [PII]. um, but I, I
[CUSTOMER][NEUTRAL] OK, well, let's just start all over again then.
[AGENT][POSITIVE] OK, we'll start all over again and I'll help you. My name is [PII].
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, Miss, my name is [PII], ma'am.
[AGENT][NEUTRAL] OK, thank you, sir. And then um.
[AGENT][NEUTRAL] Let me get your policy number, sir.
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK, [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] And the address is [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you please give me your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] I thought yeah.
[AGENT][NEUTRAL] OK, um, how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] OK, I've talked to someone earlier this morning. They was needing something from the hospital I went to in [PII]. I didn't go in [PII].
[CUSTOMER][NEUTRAL] I went in January when my doctor set all that up and that's when they did the biopsy on me to check to see if I had prostate cancer and I did have it.
[AGENT][NEUTRAL] OK, so you're calling about a claim that was submitted, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Back here I did I send all the paperwork back to y'all back here and uh.
[CUSTOMER][NEUTRAL] [PII]. I sent all the paperwork overall to back in [PII] that y'all need.
[AGENT][NEUTRAL] OK, let me look at this claim. I see the one for February.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I've got the claim pulled up and there's some remarks on the claim and let me read to you what they say, OK? And this is after you submitted your paperwork, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So based on your effective date of coverage, it is necessary that we obtain your past medical history to determine if your claim is due to a preexisting condition. Please complete the enclosed form and return it to our office if you have questions, and that there was a form mailed out to you.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] OK, I got those phones, but one of them asked had, they told me to take you to the doctor because y'all want the medical records.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Right, and there's some more remarks on the claim. Let me read the rest of them, um, for surgery charges, in order to give consideration to your claim, we will need a fully itemized surgery bill that includes the procedure code and diagnosis code.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So you'll need to get an itemized bill from the surgery that has your diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And please submit that information.
[CUSTOMER][NEUTRAL] OK, now that was in there when I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead man, keep talking. I mean, go ahead.
[AGENT][NEUTRAL] That's OK. It just said please to please submit that with at your earliest convenience.
[CUSTOMER][NEUTRAL] OK, I'll send that to you. I was all that paperwork.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then there was also.
[CUSTOMER][NEUTRAL] Back in, back when I did my bar.
[AGENT][NEUTRAL] There's also another remark for some preventative.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The charges submitted are not payable because the services were rendered prior to the policy's effective date of coverage, which your policy started on [PII]. Let me see if you had any prior. Yeah, that's the only policy, you just have one with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So in order to finish processing your claim, you'll need to send in that, that paper that you need to sign and get an itemized bill from the surgery.
[AGENT][NEUTRAL] With diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I gave one to the lady I went to I went on that Monday.
[CUSTOMER][NEUTRAL] To do my uh PET scan.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And I thought I had to give it to her to fill out.
[CUSTOMER][NEUTRAL] And send it back to y'all cause they were voting something else from me like you were saying they was, so I guess uh could you email that to me again so I can go ahead and now which one, which y'all saying it was two forms, which one do I fill out?
[AGENT][NEGATIVE] There's one that was um mailed to your home that you should have gotten. That's the one that um
[AGENT][NEUTRAL] Because of the service date they wanted, that's the one that's the preexisting.
[CUSTOMER][NEUTRAL] No, I haven't gotten that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The form um to fill out and sign to make sure that this wasn't a preexisting condition.
[CUSTOMER][NEGATIVE] OK, you send me the game cause I never got that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was trying to see. I never get that form. Can you email it to me?
[CUSTOMER][POSITIVE] And I can fill it out.
[AGENT][NEUTRAL] Um, that is, um,
[AGENT][NEUTRAL] that they need your past medical history to determine if your claim is due to a pre-existing condition. And it says please complete the.
[CUSTOMER][NEUTRAL] For pro
[CUSTOMER][NEUTRAL] But y'all need to hold.
[CUSTOMER][NEUTRAL] Go ahead, man.
[AGENT][NEUTRAL] And there's, let me look and see if I've got the form here here if I can find it um if not then I'll have to put a request into the claims department and ask them to resend that but I'm gonna look and see real quick if I, if I can pull it up.
[CUSTOMER][NEUTRAL] OK. And the other thing I was gonna say while you're doing it, ma'am is.
[CUSTOMER][NEUTRAL] I said, uh,
[CUSTOMER][NEUTRAL] I got that. I got something that when I went and did a bone scan, a PET scan last week, that that information on me right now. When I went to see him to do the biopsy, I paid out of pocket.
[CUSTOMER][NEUTRAL] That was $2000.
[AGENT][NEUTRAL] OK. Make sure, make sure.
[CUSTOMER][NEUTRAL] For that.
[CUSTOMER][NEUTRAL] So do you need to do, do, uh, do you need, you already have that bill already.
[AGENT][NEUTRAL] Oh, you've already sent that in? OK.
[CUSTOMER][NEUTRAL] You had it on the [PII], on the [PII], yeah, you already got that bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it'll tell you, well, how much was the bill was. I paid $500 out of pocket and then I set up a payment plan with them.
[CUSTOMER][NEUTRAL] For $104 a month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Till August.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so that's in there. If y'all go back and look at that mail and then even I fetch you all that stuff, it's in there too.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] And has my diagnosis and everything when I went to see the doctor in January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there was
[CUSTOMER][NEUTRAL] So I didn't know I had it until I went over and did that.
[AGENT][NEUTRAL] Yes sir, I understand that's fine as long as um you get the rest of the information and they can go ahead and start um examining your claim again I do have the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This looks like it's a
[AGENT][NEUTRAL] A release of information form that you need to give so that you can get your medical records. That's the form that was mailed out to you, but I can.
[CUSTOMER][NEUTRAL] OK, what do you, OK, what year would y'all need those medical forms? For what year? Last year?
[CUSTOMER][NEUTRAL] Uh, this year.
[AGENT][NEUTRAL] Let me see what it says for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if this letter says anything.
[AGENT][NEUTRAL] We need the medical records from [PII].
[AGENT][NEUTRAL] To
[CUSTOMER][NEGATIVE] I didn't go. I don't have none on me for that day.
[CUSTOMER][NEUTRAL] I told a lady they don't have that.
[AGENT][NEUTRAL] Oh then I'll try the
[AGENT][NEUTRAL] It's for the whole year.
[CUSTOMER][NEUTRAL] If they don't have that.
[AGENT][NEUTRAL] From January
[CUSTOMER][NEGATIVE] They don't have that on me. I didn't go.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's from [PII], so that whole year of [PII], any medical records that you have that you can submit.
[CUSTOMER][NEUTRAL] OK, you need the one from the hospital here or you need the one from the, uh, Arkansas urologist where I went to get the, the cancer treatment. So which one do you need?
[AGENT][NEUTRAL] I would do both of them, so you have both medical records for them.
[CUSTOMER][NEUTRAL] OK, y'all already got the medical records when I went in January.
[CUSTOMER][NEUTRAL] From the Arkansas urologist. It's this January the hunt of this year.
[AGENT][NEUTRAL] This past Ja
[AGENT][NEUTRAL] Right, that's, that's.
[AGENT][NEUTRAL] Yeah, that's January, that's [PII]. So we need the whole year of [PII].
[CUSTOMER][NEUTRAL] Yeah, I have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you need my medical records from the Stuttgart Hospital, not the Arkansas urologist, right?
[AGENT][NEUTRAL] I would go to the, I would get the ones from, did you see the urologist in [PII]?
[CUSTOMER][NEUTRAL] That's what I'm trying to say.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And then you don't need to send anything just all.
[CUSTOMER][NEUTRAL] I I I
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] So now, do you need the ones from the doctor, he stutt guard for my knee pain and all that different stuff cause that's what I was going through.
[AGENT][NEUTRAL] Yes, anything you've got for medical records for the whole year of [PII].
[AGENT][NEUTRAL] Of the year [PII].
[CUSTOMER][NEUTRAL] OK, I got those. I got.
[CUSTOMER][NEUTRAL] I can make, uh, can I email to y'all like make copies of them on my scan them out and send it to y'all that way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Don't email them only because it's not secure um let me give you our.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Yeah, that you don't wanna do that. We don't want people seeing your private information.
[CUSTOMER][NEUTRAL] Because I'm at work right now, so what I would do is I just make copies of them for myself.
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][NEUTRAL] I'll make copies of them.
[CUSTOMER][NEUTRAL] Print them out.
[CUSTOMER][NEUTRAL] Then I will go to someone and get an email off to y'all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, don't email them. Let me, let me give you.
[CUSTOMER][NEUTRAL] No, no, I mean fax them. I'm gonna fax them to y'all. I got your fax number.
[AGENT][POSITIVE] Yeah. OK, yes, you can fax them. Yes, yes, that will work.
[CUSTOMER][NEGATIVE] Now all this is not that.
[CUSTOMER][NEUTRAL] Now all this what I'm sending you will be tomorrow. It's not from the Arkansas urologist at all. It's from the Medical Clinic.
[AGENT][NEUTRAL] OK, just anything you have from the year of [PII].
[CUSTOMER][NEGATIVE] OK, I got all that done at the house. If she had told me just for my medical records and stard, I'd I'd I'd have went and did it today. If she'd have told me then she needs some st cause I told that lady early this morning they have nothing on me.
[AGENT][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. Yes, yes, sir.
[CUSTOMER][NEUTRAL] For that year. I didn't go see that doctor until.
[CUSTOMER][NEUTRAL] January of this year.
[AGENT][NEUTRAL] OK, so we don't need January of this year, we need the year of [PII].
[CUSTOMER][NEUTRAL] OK then, well I'll fax it out to y'all tomorrow. I'll go home and make copies of it, save on my computer, then what I do have is a, it's a it's a bit it's like 30 pages.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] OK, so y'all want what I did for stuck out. Now you won't see me going over there at all. It's just for you. I'm telling you right now the only thing you're gonna see for me is my arthritis.
[CUSTOMER][NEUTRAL] And my knee, my medications.
[CUSTOMER][NEGATIVE] Oh, steroid shot for my pain and all this different stuff that's all y'all gonna see. You would not see nothing on there for me going to I find urologist at all, period.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, because you didn't go until [PII].
[CUSTOMER][NEUTRAL] Alright, alright then, I want to get that clip.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] Right, and you've already sent that in.
[CUSTOMER][NEUTRAL] So, will I still work?
[CUSTOMER][NEUTRAL] Yeah, I was sent that then y'all got the one when I went in it. It'll tell you where the cos that is in black and white. Y'all got that, don't you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can't see what's been.
[CUSTOMER][NEUTRAL] Can you check to see if y'all got that?
[AGENT][NEUTRAL] I don't, I, I'm not able to see what's sent in, um, all I can do is just tell you how the claim was processed and the information that we need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, based on the remarks from the claims examiners.
[CUSTOMER][NEUTRAL] So you need from
[AGENT][NEUTRAL] And from
[CUSTOMER][NEUTRAL] [PII], all 2024. That's it.
[AGENT][NEUTRAL] Yes. Yes, all of 24, 24 and the itemized statement from your surgery that has the procedure codes and diagnosis codes.
[CUSTOMER][NEUTRAL] OK, I got you. I'm, I'm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, well that's in there already, like I said y'all got that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The procedure, the diagnosis code, I did that on the [PII]. I'm trying to keep telling y'all have that already. You want me to send it again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, go ahead please do since you're sending the others send it with that since they're requesting that.
[CUSTOMER][NEUTRAL] You want me to send it again?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way we make sure
[CUSTOMER][NEUTRAL] And you will see the bill on there then you will see the bill. Then you go back and you look and you see the bill, like I said, the bill is on there.
[AGENT][NEUTRAL] OK. And does it say itemized?
[CUSTOMER][NEUTRAL] OK, let me ask you another question before we get off the phone.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That bill what I sent y'all is like I told you, I gave them $500 and the one you told me so that won't do anything. I said ma'am, that's the only bill I got from them was that bill right there.
[CUSTOMER][NEUTRAL] Then I should have another bill coming up soon because I did a bone scan in the rock. It one at the urologist. I got that on my phone and then I did a CT scan Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To take my pelvis.
[AGENT][NEUTRAL] Yes, sir. What I would do.
[CUSTOMER][NEUTRAL] Well, when they send me that bill.
[CUSTOMER][NEUTRAL] I'll send it to y'all.
[AGENT][NEUTRAL] OK, so you, I would go to them and ask them, are these bills itemized statements?
[AGENT][NEUTRAL] If they say no, tell them you need the itemized statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I can put it up on my phone and on my bill out of my statement, I can pull up on my phone and see if I they got that on there already then. If they do, I just print out. OK.
[AGENT][NEUTRAL] See if it says itemized.
[AGENT][NEUTRAL] Yeah, see if it says itemized statement.
[CUSTOMER][NEUTRAL] Hold, hold on just a second, let me pull it up.
[AGENT][NEUTRAL] And if there's procedure and diagnosis, absolutely, and look and see if there's procedures and diagnosis codes on there.
[CUSTOMER][NEUTRAL] OK, can you give me a minute, hold on.
[CUSTOMER][NEUTRAL] OK, hold on, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go to my chart, ma'am and pull it up for you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And if it helps you any of the procedure codes are 5 digits.
[AGENT][NEUTRAL] And the and the diagnosis code starts with ICD 10.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's out of my code so I can get out of my cold. Let me see.
[CUSTOMER][NEUTRAL] Now, do I go on the uh visits?
[CUSTOMER][NEUTRAL] Appointment schedule, medication?
[AGENT][NEUTRAL] I am unsure how what what website you're looking at to get that information.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] OK, I got one here saying that was Baptist Health Medical Center that's when I went to see the doctors all last year, so hold up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hold on, let me go to visit, see if I can see anything and visit.
[CUSTOMER][NEGATIVE] Appointment canceled appointment canceled.
[CUSTOMER][NEGATIVE] It was snowing that day. appointment canceled. February appointment canceled.
[CUSTOMER][NEGATIVE] Yeah, [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And also, if the facility that you go to,
[CUSTOMER][NEUTRAL] Hold on, just give me a sec. The only thing I see is let me go back. Hold on. Give me a second, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. Go ahead.
[CUSTOMER][NEUTRAL] Let me see here appointment scheduled visit.
[CUSTOMER][NEUTRAL] All I see is this one bill, $3,092.
[AGENT][NEUTRAL] OK pull that up and if it says itemized statement that's what you're looking for.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Uh hold on I'm pulling it up now.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] All I see is pay now.
[CUSTOMER][NEUTRAL] Oh, let me see this one.
[CUSTOMER][NEUTRAL] I don't see anything out of my statement, man. So I guess I got a call.
[CUSTOMER][NEUTRAL] I guess I gotta call the, uh, I guess I when I go home, will it be on my bills I guess from last year? Not in my statement.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It may be um.
[AGENT][NEUTRAL] Actually, where you went to the doctor that you went to, if you ask them for an itemized statement with procedure codes and diagnosis codes, they should be able to give that to you.
[CUSTOMER][NEUTRAL] OK, when I go home tonight when I get off work here, I will find all that cause I, I kept all that stuff I sent y'all too as well cause I made copies of it. And then I'll call you all tomorrow and give you automatic statement on there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, you'll need to send it into us um through the fax number that you have or if you wanna sign up for the online service center you can do it through the computer or you can mail it either way.
[CUSTOMER][NEUTRAL] So I, I ended up
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what, what, what, what I go, oh, what, how I do that online.
[AGENT][NEUTRAL] Go to [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna sign up as a new user. The first option you're gonna choose is I'm a new user. The second option you're going to choose is I'm an individual with a policy, and then the rest of it is just your information and you can send everything through there if you would like to do that too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] I did, but like I said, I'm gonna go home then once I find it, and then I just go ahead and fax it to you anyway, but I'm gonna go home and find they see the itemized and the billing number, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna go home and I'm gonna find that tonight when I get out of work. I'm gonna lay it on thanks when I get up in the morning, I'm gonna call you out.
[AGENT][POSITIVE] OK, sounds perfect.
[CUSTOMER][NEUTRAL] Put out of my statement bill, yeah, and then I'm then I'm gonna fax it over to you. I'm gonna give you everything, then I'm still fax it over to you.
[AGENT][NEUTRAL] OK, that sounds good and then if you wanna just call to make sure that we received it, we can look and see if it came through, OK? Now faxes do take a little longer. I would wait 24 hours to make sure that we received the fax. The online service center will give you a confirmation immediately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK then. I will do that then. I appreciate your help. So you will get that for me tomorrow.
[AGENT][POSITIVE] Well it's no problem at all, [PII].
[AGENT][POSITIVE] Not a problem. If, and if you need further help, always feel free to pick up the phone.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] And how long would it take?
[CUSTOMER][NEUTRAL] How long would it take after that?
[AGENT][NEUTRAL] Once we receive the claim and.
[CUSTOMER][NEUTRAL] About 20 days.
[AGENT][NEUTRAL] No, once we receive everything that we need from the time that we've got everything that we need, it's 7 to 10 business days to process the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] Right, I see y'all have something like a, like a lump sum for $5000 or something like that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You have what for $5000?
[CUSTOMER][NEUTRAL] It's like a lump sum of, I guess it says for $5000 you get once everything is approved.
[AGENT][NEUTRAL] Uh, let me look back on your policy real quick on your benefits and see what it says, and this is just to verify coverage. It's not a guarantee of payment, but yes, I do see $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome, [PII].
[CUSTOMER][POSITIVE] Y'all have a good day.
[AGENT][POSITIVE] You too. You take care. Thanks for calling APL.
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.