AccountId: 011433970860
ContactId: 500ee205-3380-4bd5-a748-427c4352bd14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1980199 ms
Total Talk Time (AGENT): 514817 ms
Total Talk Time (CUSTOMER): 1357909 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/500ee205-3380-4bd5-a748-427c4352bd14_20250520T18:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? My name is [PII] and I had to fax some papers in for my husband [PII], and I was checking to see that y'all receive them.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, Ms. [PII], do you have a policy number in regards to your husband?
[CUSTOMER][NEGATIVE] Oh, I don't have it with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm at work.
[AGENT][NEUTRAL] And what's your husband's name?
[CUSTOMER][NEUTRAL] [PII] His birthday is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So one
[CUSTOMER][NEUTRAL] I usually speak to a lady. I did I speak to you last time? or I think it was Miss [PII].
[AGENT][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Was this for a claim?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] One moment and when was the fax that you said yesterday?
[CUSTOMER][NEUTRAL] No, no, it was last.
[CUSTOMER][NEUTRAL] Tuesday I think
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Uh, yes, ma'am. I show claim information has been received and it's in line for processing.
[CUSTOMER][NEUTRAL] OK. OK. Uh.
[CUSTOMER][NEGATIVE] The lady told me I need to send something else, and I can't remember what she told my. I wrote all this stuff down. I'm at work and it's hard I'm trying to do all this paperwork. It's a lot. There's some other little paper she said I need to get out from uh this Doctor [PII].
[CUSTOMER][NEUTRAL] But I can't remember what she told me I needed.
[AGENT][NEUTRAL] Probably a pathology report.
[CUSTOMER][NEUTRAL] Now I saw two of them, well, I did see one of them, but I, it was something like a uh something to do with a billing something.
[AGENT][NEUTRAL] Any itemized billing for any service he had like surgery or uh was confined in the hospital, we would need an itemized billing.
[CUSTOMER][NEUTRAL] Um, uh, a marginal.
[CUSTOMER][NEUTRAL] Oh yeah, well he, well he didn't have to serve the [PII], so, so I need to send her, well I sent her the info I sent her the uh what is it, the optimum report or something like that.
[AGENT][NEUTRAL] Yes, ma'am, but we do need to itemized billing.
[CUSTOMER][NEUTRAL] OK, I do that so.
[CUSTOMER][NEUTRAL] Well, so I get that from, well, the surgery doctor.
[AGENT][NEUTRAL] Uh, yes, ma'am. And uh the place the service he had the surgery for the hospital.
[CUSTOMER][NEUTRAL] OK. Let me see.
[CUSTOMER][NEUTRAL] He had uh
[CUSTOMER][NEUTRAL] I'm trying to think where I've been to so many that there's something just happened all at once I found out all at once and we just went to the doctor, doctor, doctors. We've been like 3 different doctors over there.
[CUSTOMER][NEUTRAL] So I think the one that did the surgery.
[CUSTOMER][POSITIVE] Was at [PII]. I'm positive.
[CUSTOMER][NEUTRAL] So, I need to go to [PII]'s [PII] and what do I need to get?
[AGENT][NEUTRAL] Uh, the itemized bill, is that the hospital?
[CUSTOMER][NEUTRAL] That is the hospital where he had the surgery, yes ma'am, and [PII]'s Knighton [PII] under uh Doctor [PII].
[CUSTOMER][NEUTRAL] Either one did the surgery [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, yes, ma'am. You need to ask for the itemized hospital bill from the billing department.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so how soon do y'all, what, what, what do they do?
[AGENT][NEUTRAL] Well, that goes towards the benefits for surgery as well as for any outpatient hospital.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] treatment he received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] OK. Well, um,
[CUSTOMER][NEUTRAL] I live like an hour something away from there.
[CUSTOMER][NEGATIVE] So we had an appointment today, but they canceled it and they did it [PII]. Would that be too late to turn it in? I got some more paperwork. They're supposed to be mailed to me from, from another doctor over there that a lady, the last lady I spoke to told me anything that anything he had done dealing with his cancer that I need to send them the paperwork. That's true, right?
[AGENT][NEUTRAL] Yes, ma'am. Any treatment, he may have received surgeries, if he was confined in the hospital. We need any itemized billing.
[CUSTOMER][NEUTRAL] But he been to like, OK, he had to he had to have a uh
[CUSTOMER][NEUTRAL] A scope, you know how you go down in your, through your mouth and look down in your stomach.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it's called the EEG.
[CUSTOMER][NEUTRAL] I mean, yeah,
[CUSTOMER][NEGATIVE] Yeah, EEG. He had to have that like 3 times cause something was blocking it or something, I don't know, so they did that 3 times, well, you know, not they did it 3 times, but you know he had to be on a clear like liquid for 3 days. Then they tried to do it and it wasn't right. Then he had to go back on another 3 day liquid, then he did it again. Then the last time he had it was April uh.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII] and that was on a Monday, but prior to that, you go back 3 days, 3 days, 3 days backwards so you need them reports too, right? Because they were trying to see whether the cancer has spread to his esophas cause they saw something on the on the PET scan. It's, it's just a lot, so I just don't know what I would have seen and I don't know what to see. It's just we've been to so many different doctors for so many tests and I don't know what all y'all need to tell me, but it's so much.
[AGENT][NEUTRAL] Uh, the main thing is billing, any itemized billing for treatment. So if he had to do the, you said the EEG?
[CUSTOMER][NEUTRAL] He had to do an EEG. He did that, yes, they did that, uh, EEG, yeah, he did that.
[CUSTOMER][NEUTRAL] Uh for [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I mean, [PII], he had one that Monday but go back was 3 days, 3 days backward he done had 3 of them.
[CUSTOMER][NEGATIVE] Trying to the first two, they, they couldn't get the scope all the way through and the last one they did on the [PII] they did so.
[CUSTOMER][NEUTRAL] I guess you need that, that paperwork, huh?
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Just any billing from, like I said, any treatment he received, uh, surgeries, confinements, that way he would get his max benefit that's payable under the policy.
[AGENT][NEUTRAL] So the billing is needed.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I work Monday through Fridays and like I said I was gonna be off today, so since I am, I mean, I, I was gonna take off. So if I get this stuff like the [PII], would that be, I mean the [PII], would that be too late to send it?
[AGENT][NEUTRAL] No, ma'am. There's no time limit to submit any claim information. So just as soon as or when you get it, just submit it to us for review.
[CUSTOMER][NEUTRAL] OK, so that, that day on [PII], I can just go to all the doctor's office over in [PII].
[CUSTOMER][NEUTRAL] They all like one here and one like.
[CUSTOMER][NEUTRAL] 25, 30 minutes on the other side of town. They just, they just spread it out a lot, but on the [PII], I got to take it, so I just go early and stop at all the hospitals and go to billing and tell them that I need an auto automized bill.
[AGENT][NEUTRAL] Itemized bill for the dates of service.
[CUSTOMER][NEUTRAL] automatic.
[AGENT][NEUTRAL] Yes, ma'am. I the itemized bill will list each uh procedure that was performed, as well as the charges for it.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][POSITIVE] OK. Well, like I say, uh, we go back on the [PII] now. We're supposed to, and I'm glad, you know, God helping me with this cause this is a lot because I was going to [PII] today.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] To take him, but they called yesterday evening and canceled it to [PII] for whatever reason. And I was supposed to stop and pick up a paperwork at one doctor's office, but I didn't know I was supposed to have him for, like, he'd been seeing three doctors in this report. So I was gonna get, but I still wouldn't get probably what you asked for, so I need to stop at that one on the [PII] and go to billing and get and get that, but I might call back that day to make sure I'd be getting everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII], OK, well, I'm sorry, I don't know a lot about this.
[AGENT][NEUTRAL] Yes, ma'am. Like I said, you're
[AGENT][NEUTRAL] No, no, you're fine and I just want to reassure you there's not a time limit to submit, so whenever you get that information, just send it to us so we can review.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, let me ask you this. OK, like, we, OK, for as I know, we won't go back to Sweport until the [PII].
[CUSTOMER][NEUTRAL] So, that, that uh form that uh
[CUSTOMER][NEUTRAL] The transportation form that we just turned in. I need to start keeping up with when we go again starting on the [PII].
[AGENT][NEUTRAL] You don't have to. Uh, what the examiners would do is anytime uh we receive any charges where it shows he had surgery or uh chemo, radiation, you know, therapy, they automatic tra uh check the transportation benefit. So it's nothing that you have to keep track of. They automatically check it once we receive a claim for any of those services.
[CUSTOMER][NEUTRAL] OK, so the first, the first claim for, I'm like I said, I'm new at this, the first claim form I feel about.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, I don't know about the first one, but as I did, I don't know, but I know I did fill out a claim form cause somebody I talked to and I think it was Miss [PII].
[CUSTOMER][NEUTRAL] told me to write down my address and the address to where I went to, like where the hospital was.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Each time I go for transportation.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] And that's what I did. She said, if you run out of paper, just write it on another piece of paper. So that's what I done. So, and that was just for his doctor's appointment. So like when he started [PII], do I start writing it back down again?
[AGENT][NEUTRAL] I mean, and that's fine.
[AGENT][NEUTRAL] No, ma'am, it's not required because the office visits are not covered. The transportation benefit is only for treatment he received like chemo, radiation, immunotherapy, surgeries. That's when the transportation benefit kicks in place, but um it's nothing you really, like I said,
[CUSTOMER][NEGATIVE] Cause I sent out a warning.
[CUSTOMER][NEUTRAL] Well she told me it was for him going to [PII] for for his uh doctor's trip for the, for the, for the cancer since they found out he had it, you know, like to have the surgery, to do the PET scan, to lead up, she told me that I don't know, ma'am. I'm just saying what I was told cause
[AGENT][NEUTRAL] No, I understand, and she might have been uh misspoken, but no, ma'am, we don't, um,
[CUSTOMER][NEUTRAL] Oh, I don't
[AGENT][NEUTRAL] It wouldn't be for like office visits, only for treatment.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] That's, you don't have to keep track of it. We just need the billing where it shows he received treatment and they go from the mailing address that we have in our system, your address to the place of where he had service to figure out the transportation benefit. But it, like I said, it's something that they automatically do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I just get, I don't know, like every time I call it'd be a different somebody and and they tell me something a little, a little different. I mean, I don't, I I'm not choosing nobody nothing. I'm just, I'm just trying to get to you all what I'm supposed to get to you all. He hadn't started no chemo or radiation or nothing yet because the surgery's not a month old, you know, he just had it the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they wanted to wait before he, um, till he had the surgery to start treatment.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, to it to it.
[CUSTOMER][NEUTRAL] Yeah, he had to have the treatment after the surgery and the surgery just was [PII] and I and they waiting to to to to see.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They took the test like whenever they did the
[CUSTOMER][NEUTRAL] PET scan or whatever they done and and and they they took a test and they sent it off to see what kind of chemo he gonna have to use, have whatever whatever the test they took it'll make you, it'll let you know what kind of chemo he need to be on or what kind of radiation or whatever it needs to be. So we supposed to wait today to find that out.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But they called yesterday and canceled it and said the test hadn't came back yet or what kind to use.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, that's why they sent us to, I mean, put us to [PII] to come.
[CUSTOMER][NEUTRAL] So I don't know a lot about this and I'm just trying to, you know, he had this insurance a long time when he started teaching service service. He's been retired 15 years, 16 years. He retired in [PII] [PII].
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] He talked 3 to 4 years, so it's been a long time. But he say he joined this insurance when he started, and I just, you know, it's, it's a lot when you find out something like this and gas is expenses like $25 a tank and like I say, we've been a lot of times, but the lady say it'll pay for
[AGENT][POSITIVE] Oh, absolutely.
[CUSTOMER][NEUTRAL] Even my his doctor's appointment that he had to go to, I don't know. I, all I know, I wrote down the time we went, y'all can confirm it with the doctor's office cause they, they right cause, you know, I know that I, I, I called and got a time we went, you know, to take all the dates so I know one thing we had them on the calendar because we had so many appointments.
[CUSTOMER][NEUTRAL] You know, it was like back to back to back to back to back.
[CUSTOMER][NEUTRAL] But anyway, I automatic bill from each of the places that he went to, right, or just the place he had to send it.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Uh, the surgery and
[CUSTOMER][NEUTRAL] So even, even when he had the PET, and when he had the PET scan, he had to have a PET scan and uh so.
[CUSTOMER][NEUTRAL] He's been to like 3 different doctors, so each doctor he's been to, I need to get the automatic bill, correct?
[AGENT][NEUTRAL] Not each doctor, only for uh when he received the PET scan uh and the surgeries.
[CUSTOMER][NEUTRAL] OK. Well, I didn't know.
[AGENT][NEUTRAL] Or if you have any billing for a hospital, like if he was in a hospital.
[CUSTOMER][NEUTRAL] Well, he had some from
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] He had some when he did the EEG cause they were going in his esophas cause the, the
[CUSTOMER][NEUTRAL] The, the, the, the cancer doctor thought when he did the PET scan, he seen something, I don't know, and he had sent him to this other doctor at this other hospital, [PII] Knight [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Something. And, and they was trying to check to make sure
[CUSTOMER][NEUTRAL] it wouldn't cancel those officers.
[CUSTOMER][NEUTRAL] I don't know, ma'am, but I just, I just try to get all the bills and whichever one y'all need y'all use, which y'all don't, y'all don't, I guess.
[AGENT][NEUTRAL] Uh yes, ma'am. And um I was gonna let you know, also on the claim form, it does list information of what we would need when filing the claim, like if it was for a facility or um treatment, what information we would need.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It all would be on the first page of that claim form, uh, just, just an FY feature.
[CUSTOMER][NEUTRAL] OK, OK, well.
[CUSTOMER][NEUTRAL] Well, I, I sent both pathology reports off that they sent me and uh I did, did, did it from the first time he went from Doctor [PII] until he went over here and then I sent the uh what she said the the some store with an O.
[AGENT][NEUTRAL] Operative report.
[CUSTOMER][NEUTRAL] Is it oh, yeah, I, I, I sent that last Tuesday.
[CUSTOMER][NEUTRAL] I got that when we went to the doctor to get the stitches. He just got the stitches, the staples, he had staples. He just got the staples out last week.
[CUSTOMER][NEUTRAL] So that's when I got that. So, what I, I, I sent a lot of stuff too I don't, and I think what Miss [PII] asked me to say, and I know that cause I called her back at the doctor's office and, and she was telling the nurse was listening. She got the paperwork together that I needed, so that's what I said, what she told me. And now I need to get
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The bills cause I didn't get that cause it was late cause he was in surgery and that business office had closed over there. So I didn't get to get that, so I'm just trying to remember for a lot. It's a whole lot now.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. I understand.
[AGENT][NEUTRAL] Especially with a submitted cancer and and the providers, you can also give them our fax number and if they can fax the information for you, they can or they can call and we can let them know.
[CUSTOMER][NEUTRAL] Well, see, that's another thing.
[CUSTOMER][NEGATIVE] It's another thing. When you get somebody to do something for you, they won't do it. And then if they don't do it, I got another hour or something to drive back to them to get the information.
[CUSTOMER][NEUTRAL] So I prefer to, you know, I mean, I'm miss saying a lot of people don't do their job no more. If I, you know, give them the information for them to fax it to you and, and you need this by a certain time, they say, yes, ma'am, we will. And then I'll be thinking y'all don't received it and y'all ain't never received it. And then Fridays are mostly my only days that I can get this Sport without taking out work and I've been taking out work so much since I found all this out, so.
[AGENT][NEUTRAL] Ain't that's the truth. Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, if you work at a job, you don't build a lot of time.
[CUSTOMER][NEGATIVE] I don't at my job, you know, I don't get like.
[CUSTOMER][NEUTRAL] $400 a year and you know, to use them up, uh, I get like 3. something pay period and 2. something pay period for sick time and 3. something for a vacation.
[AGENT][POSITIVE] Oh wow. Even for family medical leave?
[CUSTOMER][NEUTRAL] So we found this out like the first.
[CUSTOMER][NEUTRAL] But the family medical leave. I ain't dead yet. I'm trying to hold on, but I won't get no more hours, but I'm trying to hold on to that.
[CUSTOMER][NEGATIVE] You know, instead of going on that leave, if I have to. Right now I'm just missing money.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] You know, like, shit just short, short, cause you know I have to go this day then I gotta turn around and go this day, so it's just OK. I'm not complaining. I'm just, I'm just saying it's hard to get somebody to.
[AGENT][NEUTRAL] No, I'm saying.
[CUSTOMER][NEUTRAL] Help you. Like that would be a help for me if I could, you know, tell the lady at this hospital and tell the lady at that hospital that uh could you get this together please? and I'll write this down and this information, could you make sure you fax this to them and they say, yes, ma'am, we sure will, and then they will never do it.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Not all of them, but that's, that's mostly how people do you, you know, and then I'm calling you all and I'll say y'all haven't received it and then I would, if that was on a Tuesday, well I still got to wait Wednesday, Thursday and Friday because on Fridays I do get off at [PII]. And then when I get off at [PII] I gotta drive an hour like 15 minutes to the place and then it's like 30 minutes to the next place, you know.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] So traffic is really heavy, like in [PII] that time of the day it's 11 road cause they did a lot of construction. They've been doing for two years.
[CUSTOMER][NEUTRAL] I'm not complaining. It's just a hassle that, you know, you can't get people to, to do their job or maybe it's not their job, but to
[AGENT][NEUTRAL] At least give you some kind of assistance or help or, no, ma'am, I understand.
[CUSTOMER][NEUTRAL] I don't know what, what.
[CUSTOMER][NEGATIVE] The work ethic is, is, is terrible, you know, a lot of places, not everywhere, but a lot of places work, they just don't do no more than they have to do. Well, that's her husband the one that uh her want need information. Oh she better come get, I mean, you know, people just think it's no more all the godly people's uh.
[CUSTOMER][NEUTRAL] Have changed or they uh they wouldn't go out there back in the day when I'm older, so when I came up, like my husband and I was 72, be 73 in June, Lord, so the same. Well, when somebody died, where then him, he or his brother, uh, his sister, his mom, you know, you go to that person's house, you cut their yard, you know, if they can't drive when you go to town, you take them to town.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Or something needs fixing at our house or done broke, you know, somebody in the neighborhood go fix it. You don't charge nobody to fix something. I mean, everybody out for a pen, but you know, back in the day when you passed away, the neighbors went to the, to the neighbors and, and the husband and the wife and, you know, the nieces, well, I'm going to town, what they, you know, just offer help. It's, it's no more than days, ma'am. They're gone.
[AGENT][NEUTRAL] Yeah. Well, there's some out there, but it's, um,
[AGENT][NEUTRAL] It's kind of hard to see, few and rare, that is true. Yes, ma'am.
[CUSTOMER][NEUTRAL] It's few, few and rare.
[CUSTOMER][POSITIVE] Yes. Well, I'm sorry for holding you up so long. I called and asked, did you get the papers and you said yes and I done went on 30 minutes longer but something ain't got no business, I guess I'm sorry. I'm, I'm just stressing. I'm sorry. I'm so sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] No, no, no, you, you're fine and I understand. I had a husband that was dealing with it too and just.
[AGENT][MIXED] Dealing with going to doctors and treatments and everything. It's, it's frustrating and it's, uh, it, it wears on you. It really does. But, you know, you gotta do it because
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's your spouse and that's where you, who you love, so you're gonna try to help as much as you can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] But it can be stressful on you.
[CUSTOMER][POSITIVE] Oh yeah, I'm gonna do this.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I, like I said, I was just trying to, you know, for the money situation, you know, it's, it's a lot. So I was just, you know, trying to see, you know, what he could, you know, the lady say he can, you know, get paid for his $25 worth of gas and, you know, that'll help out a lot cause like I say, I put the gas in the car yesterday evening cause it's supposed to rain today here.
[CUSTOMER][NEUTRAL] But it hadn't rained yet, but they're saying it's supposed to be like 75 to 80% chance of rain. So yesterday evening at [PII] when I got off, I stopped by [PII]. I stopped at the gas station and I be at the the car where it had a little in there, but it took, uh, it took $30. But anyway, I put the gas, I put the gas in the $30. Yes, ma'am. I put the gas in the car.
[AGENT][POSITIVE] Gracious.
[CUSTOMER][NEUTRAL] So we have it for the day.
[CUSTOMER][NEGATIVE] And then they were late yesterday evening. The lady was somebody called, I didn't get her name and say that the test results weren't back in. They didn't know what can he would need so he gonna cancel the appointment for tomorrow and come [PII] at the same time. And see that $25 could have went somewhere else [PII], you see what I mean.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] But it's, it's, it's OK, you know, [PII] don't make no mistakes, that's for sure.
[AGENT][NEGATIVE] It is hard.
[AGENT][POSITIVE] Yes, ma'am. And I'll be definitely praying for you and your family, cause I, I, like I said, I completely understand the stress of
[CUSTOMER][NEUTRAL] Well, anyway, I'm gonna get the.
[AGENT][NEGATIVE] You know, even just being diagnosed is stressful, but, you know, getting so many treatments and tests and having to go this place and go to that place, it, it's extremely stressful.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and then nobody tried to make the appointments on the same day, you know, they, they make you come, you might come. I went 3 days in a row over there one time cause the stitches had to come out. Something happened to the JB, the JP, the JP drain that they put in him after. OK, he had to go back.
[AGENT][POSITIVE] Yeah, it'd be nice.
[CUSTOMER][NEGATIVE] For after surgery for something. Then something happened to the JP drain and then they had to get the stitches out.
[CUSTOMER][NEUTRAL] But this all just happened and you know that's like 3 $75 like boom boom boom. Well it wasn't quite $75 cause the next time, well yeah, cause it's so full out over there and then it's hot so your air run the car it's kinda like, I don't know, it's, it's all for you it's like yeah it's.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Oh, no, I'm gonna let you go, ma'am. I'm just, uh, how's your husband doing though?
[AGENT][NEUTRAL] Oh no, I'm sorry. He, he passed. It was um.
[CUSTOMER][NEUTRAL] 00, I'm so sorry.
[AGENT][NEUTRAL] It was in [PII] no, you're fine. It happened in [PII], right before the lockdown and the pandemic was going through. Um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But it was, no, it, it happened and um.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] He's in a much better place and he's not suffering. He's not in pain. He's not, you know, that's, um, you know, just like you said, the father is always with us, and he's always gonna provide for us, give us that comfort we need, and also be there. So.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] He, he gonna never forsake us, that's for sure. We might, we might think something ain't right, but you know, I know times can get rough at times like this, and you know one check coming in and and and it's, it's, it's, it's a, people don't understand, it's a lot to go through, but you know, as this world look like the, the government or the the somebody or somebody at that point in time they should step in and help out.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] You know, because everybody work, pay taxes, you know, and, and you can always keep records, you know, like when, like the stimulus checks they gave out, every, every somebody know who got a stimulus check. So you can tell who's trying to beat the system or who ain't trying to beat the system because you know they can do like you all get records of when they went to the doctor or get path after report to know. So it it it's a way that
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] The world could help people and not being, you know, I know people, you know, like when COVID came, I know a lot of people got the money for their own business and didn't have it and all that kind of stuff. I ain't got nothing to do with it, you know, but I'm just saying.
[CUSTOMER][NEUTRAL] With cancer or lupus, or
[CUSTOMER][NEUTRAL] Anything that got to do with illness, you can easily find that out cause all you got to do is call the doctor's office.
[CUSTOMER][NEUTRAL] That's a business.
[AGENT][NEUTRAL] Well, some won't give out health information cause there's uh a law against it. Like your husband had to fill out a third party uh form even for us to be able to talk to you about his plan. So,
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Even though
[CUSTOMER][NEUTRAL] Yeah, but I'm just saying, well he did fill out one for me, but I'm just saying if it, if it was a person, if it was a place who gonna help me pay my light bill or help me pay my gas bill or pay my house note for one month or whatever, when it seem like you should be able to fill out a paper and they would help you. I'm just saying, you know, like.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That would be nice though, that really would, um.
[CUSTOMER][NEUTRAL] It it it's, it's really needed because you go down to one check or even if you're still getting the check, you're spending more money on gas or they might get capacitated, they might need Pampers or they might get so they can't eat, you know how high boots is insured. I mean, I'm just, I'm just thinking, you know, and, and it, it's in [PII], in [PII], my brother in [PII], my baby girl in [PII], they qualify for so much stuff if you can prove and have proof that this is that, you know.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You know, like if you get diagnosed with something that they know a long term, you know, they like, it's places you can go and get like help. You know, it's nowhere in [PII] for that, and it's sad.
[AGENT][POSITIVE] Oh wow, that'd be nice.
[AGENT][POSITIVE] It'd be nice if that was like nationwide cause there's a lot of people when family members are diagnosed, yeah. That'd be really nice to help, yeah.
[CUSTOMER][NEUTRAL] All over the world.
[CUSTOMER][POSITIVE] Right, right, right. It could be all over the world. It could just like the lottery when they win the lottery and, and, and they win millions and then they take out over half a million or whatever other money go. They could put that in place to help sick people when, you know, when I'm talking about like sick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Not like a cold or the flu. I'm talking about sick.
[AGENT][NEGATIVE] Terminally sick, you know, it's people that are.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, that would be nice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, I really don't quite understand this insurance. How do this insurance pay?
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] It pays the benefit.
[CUSTOMER][NEUTRAL] It don't really pay him to, I'm sorry, I'm listening.
[AGENT][NEUTRAL] No, no, go ahead. I'm sorry. No, no, you're fine.
[CUSTOMER][NEUTRAL] No, no, you go ahead. No, you, I asked a question. I'm wait you answer. I, I didn't mean to cut you off. I apologize.
[AGENT][NEUTRAL] Oh, no, ma'am, you're fine. Um, well, this is like a more of a supplemental.
[AGENT][NEUTRAL] Uh, it pays based on the procedures performed that is covered in the policy, like he has benefits for like surgery, pays a percentage based on the procedure code. It pays if um treatment for chemo, radiation, immunotherapy, blood plasma, platelets, um, if he is confined in the hospital and receiving treatment, uh, surgery, anesthesia.
[AGENT][NEUTRAL] Does he have um a copy of his policy? If not, we can send a request to have it mailed out to him and it lists all the covered benefits on the plan.
[CUSTOMER][NEUTRAL] No, she is a lady
[CUSTOMER][NEUTRAL] OK, I'll look, it's a lady Miss [PII] mailed me once.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, she did. Oh well, yes, she did. I just hadn't, I just, when I worked, I just hadn't looked over it, ma'am. It's like sometimes it's easy for me to call and ask and get out of work and work that out and try to read something.
[AGENT][NEUTRAL] Oh, no, I understand. Yes, ma'am.
[CUSTOMER][NEUTRAL] I ain't lazy. I'm not lazy. I promise you I'm not lazy. It's just a lot. It's just a lot hit us in February, I put it like that. [PII], put it like that. [PII], a lot hit us in [PII].
[CUSTOMER][NEUTRAL] The biopsy we did last of February and then the news came in [PII] and since [PII], it's just been different.
[CUSTOMER][POSITIVE] That's all I can say, but I know [PII] is good.
[CUSTOMER][POSITIVE] He's over good.
[AGENT][POSITIVE] Oh, absolutely.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And what's your name? I'm sorry, I'm [PII].
[AGENT][NEUTRAL] Uh, Ms. [PII] [PII]
[CUSTOMER][POSITIVE] [PII]. Well, Miss [PII] is very, very nice talking to you and I'm so sorry for your, your loss, you know, but God got us, you know, I just wanted to know, but I, uh, but I will, uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Uh thank you, ma'am.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Well, I will get those papers. It it just it probably be the, like I say, the the [PII] before I go back over there, but since it's not a time frame.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So so
[CUSTOMER][NEUTRAL] But I will, uh,
[AGENT][NEUTRAL] There
[CUSTOMER][NEUTRAL] Get those and I'll, I'll fax it to the number. I got the fax number like I did the others and I'll just wait and see what they will pay on this right here. Uh, he got a $300 check for something. I don't know what that was for, but that was it first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I'm not sure the 300, but yes, ma'am.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][POSITIVE] Well, I appreciate you, Miss [PII] and ma'am.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII], and I thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.