AccountId: 011433970860
ContactId: 5785fe4a-bf99-405d-a2f8-45b01bed01b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2758340 ms
Total Talk Time (AGENT): 928376 ms
Total Talk Time (CUSTOMER): 1479274 ms
Interruptions: 15
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5785fe4a-bf99-405d-a2f8-45b01bed01b7_20250522T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], I'm a cancer patient.
[CUSTOMER][NEUTRAL] And I have something that is called lymphedema. They removed the lymphatic system from my left arm.
[CUSTOMER][NEUTRAL] When they did my surgery.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I need to do a treatment for the, my, my arm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um they are, they don't accept insurances.
[CUSTOMER][NEUTRAL] There is a way that I pay for that service, ask for the bill, send it to you, and you pay it to me.
[AGENT][POSITIVE] I will be happy to check that for you. Do you happen to have your APL policy number?
[CUSTOMER][NEUTRAL] Policy number and group.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Or if you have a group number, I can look it up.
[CUSTOMER][NEUTRAL] 01
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK, 01.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8670
[CUSTOMER][NEUTRAL] 80
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] L. 8.
[AGENT][NEUTRAL] And what is your last name please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is the
[CUSTOMER][NEUTRAL] I had to.
[AGENT][NEUTRAL] Oh, you have two last names?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, before we go any further, can I get a good callback number just in case the call gets disconnected? I can get right back to you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] So Miss [PII], what is, OK, so it's, what is the other name beside [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I found you, very good.
[AGENT][NEUTRAL] And if, do you mind verifying your date of birth and current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Thank you. I appreciate that.
[AGENT][NEUTRAL] And so they're needing to do an outpatient surgery, or is it a treatment?
[CUSTOMER][NEUTRAL] It's a treatment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I've got your policy. I'm pulling up your policy.
[AGENT][NEUTRAL] Have you created an online account on our portal so that you can actually view your policy benefits?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Well, we do have a portal and you can actually create a login and password and click on your policy number and view all the benefits covered under your APL policy.
[AGENT][POSITIVE] And I can provide that information for you.
[CUSTOMER][NEUTRAL] And how
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you at are you at a computer now?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you want to go to secured and that's SEC.
[CUSTOMER][NEUTRAL] Hold on. Let me, let me log, log in. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, take your time.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's gonna be [PII] when you get to it, and I'll repeat that.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][MIXED] It's a little slow, but it's going.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Computers.
[AGENT][POSITIVE] Computers exactly.
[CUSTOMER][NEUTRAL] Behave in the
[CUSTOMER][MIXED] We hate them, but we cannot live without them.
[AGENT][POSITIVE] I know, and they drive me crazy sometimes, and I'm so happy to have them sometimes.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] I, I fight with them, I cry with them, I laugh with them. Jeez.
[AGENT][NEUTRAL] Do you
[AGENT][NEGATIVE] Do you fuss at him? Oh my gosh, I fuss at mine so much.
[CUSTOMER][NEUTRAL] OK, let me go to.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] And you just take your time. I've got a, I'm here for you for whatever you need.
[CUSTOMER][NEUTRAL] OK, OK, I'm now ready. Tell me what should I type.
[AGENT][NEUTRAL] OK, if you will go to secured, that's S [PII]
[CUSTOMER][NEUTRAL] Oh my God, what is that OK.
[CUSTOMER][NEUTRAL] Start it over, please.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You are
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Secured
[CUSTOMER][NEGATIVE] I'm sorry, but you're breaking down. You're breaking.
[AGENT][POSITIVE] Oh, no, I'm so sorry. I'm sorry.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, hold on real quick. Thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] sorry.
[CUSTOMER][NEUTRAL] [PII] you say [PII], right?
[AGENT][NEUTRAL] That's correct. I said [PII], but I meant to say.com.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's that's OK. OK, I click on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna go in as a new user.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on, it's logging in. OK, ATL new line services don't show again this and online service user, new user, right?
[AGENT][POSITIVE] Mhm. That's correct.
[CUSTOMER][NEUTRAL] OK, which role best I am an individual with insurance, OK.
[AGENT][NEUTRAL] That's right, you're the individual.
[AGENT][NEUTRAL] And then for your information now when it comes to the email, you're gonna need, we have your work email on file with food for the poor.
[CUSTOMER][NEUTRAL] But last name.
[CUSTOMER][NEUTRAL] Do you have me as a [PII], or as a Bruce or as [PII]?
[AGENT][NEUTRAL] I have it as uh [PII], but we can update that if you need us to.
[AGENT][NEUTRAL] We can change it.
[CUSTOMER][NEUTRAL] No, because they are is asking me for my last name.
[AGENT][NEUTRAL] OK, we have it [PII] [PII] and then a [PII].
[CUSTOMER][NEUTRAL] Which one?
[AGENT][NEUTRAL] So we have both.
[CUSTOMER][NEUTRAL] OK. And then social security.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Resident ZIP code.
[CUSTOMER][NEUTRAL] Email you have my Gmail?
[AGENT][NEUTRAL] We have
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And like I said, I can change that if you would prefer.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I, yes, I would love to.
[AGENT][NEUTRAL] OK, let me go ahead and change that and then that way you can use the updated email what email would you like for us to have on file?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It is [PII] as my last name, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That as a period.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] All right, I've updated that.
[CUSTOMER][NEUTRAL] And now my date of birth is [PII].
[CUSTOMER][NEUTRAL] OK, and then I click next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, 37.
[CUSTOMER][NEUTRAL] 33423 OK.
[CUSTOMER][NEUTRAL] Searching
[CUSTOMER][NEUTRAL] Create your account username.
[CUSTOMER][NEUTRAL] I create that
[AGENT][NEUTRAL] Yes ma'am, you're gonna put in a username and a password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me put it right here because I don't wanna lose it.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] That's the hardest part to create an account.
[CUSTOMER][NEUTRAL] One more for the.
[CUSTOMER][NEUTRAL] I have like 1000.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You know that if I knew about the cancer, I did at least.
[CUSTOMER][NEUTRAL] With all my passwords.
[AGENT][NEUTRAL] I bet.
[CUSTOMER][NEUTRAL] I say like a calendar and I give it to my son, son, just in case.
[AGENT][NEUTRAL] I have a list too that I've given to my daughter.
[AGENT][NEUTRAL] You just never know.
[CUSTOMER][NEUTRAL] Yeah, because you never know what is gonna happen.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEGATIVE] Actually, I have a friend that she died so lonely and uh everybody was uh um sending messages to her to the Facebook and she wasn't there.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And the, the, her kids were going crazy because they didn't know how to shut it down.
[CUSTOMER][NEUTRAL] So, you have to.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And imagine if something happens, [PII] for you and uh you have um a credit card.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, paying something automatically, and it's gonna stay there.
[CUSTOMER][NEUTRAL] So, and we are not [PII].
[AGENT][NEUTRAL] No, it's been a while since I've seen 20.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] A long time.
[CUSTOMER][NEUTRAL] But in my spirit.
[CUSTOMER][NEUTRAL] You know, my, my son always told me, come on, mom, you're not [PII] anymore. I am in my spirit, but I am.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] I know, uh, hey, we were born the same year, so I understand completely. I keep wanting to do things that I used to do and then all of a sudden it's like, maybe I shouldn't do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I remember my father, he died. And um in his elder years, he was always acting like a kid. And now I understand, you feel like a kid. Your body is something else, but your mind, and it's so hard to accept that.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] It sure is.
[CUSTOMER][POSITIVE] I still wanna behave like I, I still wanna behave like a little kid.
[AGENT][POSITIVE] Me too, and I wanna run, go with the young folks and do what they do.
[CUSTOMER][NEUTRAL] And my son
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] It is my [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, hold on.
[CUSTOMER][POSITIVE] The [PII] got it.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] One thing, oh, I have to change my password then.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh next.
[CUSTOMER][NEUTRAL] Your account was created. Logging in.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And yeah, so.
[CUSTOMER][POSITIVE] And uh all right with me.
[AGENT][NEUTRAL] So when you get logged in, you can click on your policy number when you get logged in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] New text message and lovely like you can see claim status like enter that in me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Receipt updates.
[CUSTOMER][NEGATIVE] I skip it.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, uh-huh, I have a sample of my car.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My dreams.
[CUSTOMER][NEUTRAL] Where do you want me to go?
[AGENT][NEUTRAL] If you click on the, under my coverage, if you will click on your policy number.
[AGENT][NEUTRAL] And then it should say.
[CUSTOMER][NEUTRAL] Uh, I have a number in blue.
[CUSTOMER][NEUTRAL] that policy number, yes, this one getting your 5.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 20 yeah [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once it's downloaded, we can look at your benefits and what's covered under your plan.
[CUSTOMER][NEUTRAL] That's the
[CUSTOMER][NEUTRAL] Don't destroy meeting attachment the document.
[CUSTOMER][NEUTRAL] where you go.
[CUSTOMER][POSITIVE] Downloads OK.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] I guess, OK.
[CUSTOMER][NEUTRAL] What APS the customer.
[CUSTOMER][NEGATIVE] Uh, naughty.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Like a letter.
[CUSTOMER][NEUTRAL] Table, where should I go?
[AGENT][NEUTRAL] OK, so if
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] Mhm. Under the benefits, there's a page called a schedule of benefits page.
[AGENT][NEUTRAL] And that's what we're going to look at, look at for your outpatient treatment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Oh, this is good. They need the work there.
[CUSTOMER][NEUTRAL] Benefits in hospital benefit ambulance benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the outpatient is going to be after the inpatient.
[CUSTOMER][NEUTRAL] Right, what do you want?
[CUSTOMER][NEUTRAL] Um, where do you say it's outpatient, so explosions.
[AGENT][POSITIVE] Keep going. It's a little bit further in the policy.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The donation coverage claims.
[AGENT][NEUTRAL] It's a little bit further.
[CUSTOMER][NEUTRAL] The game schedule of benefits.
[AGENT][NEUTRAL] There you go, and you should see that's it, and you should see at the top under benefit maximum where it says outpatient benefit maximum.
[CUSTOMER][NEUTRAL] Is that, is that?
[AGENT][NEUTRAL] That's all this this page is gonna be the information for outpatient benefits.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hospital.
[CUSTOMER][NEUTRAL] I don't see anything outpatient here hold on.
[CUSTOMER][NEUTRAL] Jesus Christ description benefits maximum in hospitals, deductibles in hospital, in hospitals.
[AGENT][NEUTRAL] OK, so that's, yeah, keep scrolling through your policy, the outpatient benefits are more toward the back.
[AGENT][NEUTRAL] In fact, in my documents, it's around page 34 of the documents.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] It could be a page.
[CUSTOMER][NEUTRAL] Um, then, oh, OK, now pages have numbers.
[CUSTOMER][NEUTRAL] I'm gonna go to the 34 then.
[AGENT][NEUTRAL] Yes, see if it's around page 34.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can be closer to the end.
[CUSTOMER][NEUTRAL] It started from one.
[CUSTOMER][NEGATIVE] This is so confusing.
[CUSTOMER][NEGATIVE] Privacy, I think that I went too far.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You didn't
[CUSTOMER][NEUTRAL] OK, let's go back.
[CUSTOMER][NEUTRAL] Amendment writer. Amendment, um.
[AGENT][POSITIVE] OK, keep coming up. I'm, I'm right there with you. The next page is a dependent child. Mhm.
[CUSTOMER][NEUTRAL] Child.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the office
[CUSTOMER][NEUTRAL] The schedule of benefits.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] So what is the title of this.
[AGENT][NEUTRAL] And this is gonna be above the page that says office treatment writer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just been lucky.
[AGENT][NEUTRAL] It's gonna have M Medlink, uh, schedule of benefits up top.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Definitions.
[AGENT][NEGATIVE] Might have gone too far, you know.
[CUSTOMER][NEUTRAL] And make one station.
[CUSTOMER][NEUTRAL] This is table of content of supplemental medical expenses certificate of insurance. So of this.
[CUSTOMER][NEUTRAL] Be
[CUSTOMER][NEUTRAL] OK, supplemental medical expense certificate of insurance.
[CUSTOMER][NEUTRAL] Be maximum deductibles.
[CUSTOMER][NEUTRAL] In hospital benefits and then that this is where I was before.
[CUSTOMER][NEUTRAL] Supplemental medical certificate of insurance.
[CUSTOMER][NEUTRAL] No, said she table to finish anything.
[CUSTOMER][NEUTRAL] Again 5.
[CUSTOMER][NEUTRAL] Certificate schedule benefits and movement.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Destination.
[AGENT][NEUTRAL] OK, after the definitions, you should see a section called eligibility and effective date.
[CUSTOMER][NEUTRAL] OK, it's coming, it's coming on.
[CUSTOMER][NEUTRAL] 350 section 4.
[AGENT][NEUTRAL] OK, then section 5 is gonna be your benefits.
[CUSTOMER][POSITIVE] I say section 4 section 5 benefits, yes.
[AGENT][NEUTRAL] The next section is going to be exclusions, that's section 6.
[AGENT][NEUTRAL] And then you're gonna go past section 7 and section 8.
[AGENT][NEUTRAL] In section 9.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Like your examination.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Plas
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, general provisions.
[AGENT][NEUTRAL] OK, keep going. It should be the next page or so that you should see it.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And now it's a log supplemental medical expense certificate of insurance, scheduled benefits.
[AGENT][NEUTRAL] It's gonna be, it's gonna have schedule of benefits.
[CUSTOMER][POSITIVE] Benefit amount I think.
[CUSTOMER][NEUTRAL] They say outpatient benefits, uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what we are looking for.
[AGENT][NEUTRAL] Right. Does it say schedule of benefits up top? Yeah.
[CUSTOMER][NEUTRAL] He says it's close with an emergency.
[CUSTOMER][NEUTRAL] Diagnosis testing, outpatient facility. Outpatient treatment for a mental or emotional disorder. Outpatient facility, physical therapy. This is it. Physical therapy facility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This is, this is what I'm gonna be doing a physical therapy.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] So this is quite true.
[CUSTOMER][NEUTRAL] This is what it should say in, in my invoice, physical therapy.
[AGENT][NEUTRAL] OK. So, uh, when you're looking at this.
[CUSTOMER][NEUTRAL] I, I
[AGENT][NEUTRAL] You can see that it is a covered benefit under your outpatient coverage, and if you look up top where it says outpatient benefit maximum $500 per person per calendar day.
[AGENT][NEUTRAL] That is the benefit amount that we could pay.
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] So, I, OK, let's go back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what it says exactly in here, outpatient benefits me link based policy subject to outpatient benefit maximum.
[CUSTOMER][NEUTRAL] And one of the points say physical therapy facility.
[CUSTOMER][NEUTRAL] They are talking about the place, not the service. Is that correct?
[AGENT][POSITIVE] That's right. That is correct. You are right.
[CUSTOMER][NEUTRAL] Now, that means.
[CUSTOMER][NEUTRAL] That because I'm going to that physical therapy facility, they're gonna be providing me a service that is a physical therapy, which is called lymphedema.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so that's what it has to say on the invoice in the way that you can cover it for me. Am I right?
[AGENT][NEUTRAL] That's right. As long as they um send the claim to us and it does indicate a physical therapy facility or an office, then it could be considered for benefits.
[CUSTOMER][NEUTRAL] OK, so this is the answer to my question, and this is what I have to say.
[CUSTOMER][NEUTRAL] In my appointment, let me write it down.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] J E.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] How any number in particular?
[AGENT][NEUTRAL] Now that
[CUSTOMER][NEUTRAL] Like a code number or something?
[AGENT][NEUTRAL] So no ma'am, but you see the amount of the benefits that is provided per person per calendar day.
[AGENT][NEUTRAL] So what I would advise.
[CUSTOMER][NEUTRAL] Well, it's gonna be $100.
[AGENT][POSITIVE] That's the benefit.
[CUSTOMER][NEUTRAL] It's gonna be $100 each day and it's supposed to be twice per week.
[AGENT][NEUTRAL] OK, so, and it will depend on, yes, ma'am. You do have benefits for physical therapy. Now, it will depend on how your primary insurance processes and what they apply to your deductible or co-pay or co-insurance for those services. That is what we would cover.
[CUSTOMER][NEUTRAL] So it's colder.
[AGENT][NEUTRAL] If the benefits are payable, so.
[AGENT][NEUTRAL] What, what the physical therapy facility.
[CUSTOMER][NEUTRAL] Hello, hello?
[AGENT][NEUTRAL] should do and then what they will do is they will file, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I, I
[CUSTOMER][NEUTRAL] Now I can hear you. Yeah, the last part I couldn't hear it.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEGATIVE] You say that it's something about my insurance and then you break down.
[AGENT][NEUTRAL] Yeah, so what the uh provider should do is to call us to verify benefits on your policy.
[AGENT][NEUTRAL] And then they will file with you.
[CUSTOMER][NEUTRAL] Well, precisely.
[CUSTOMER][NEUTRAL] Precisely, that's my first question, that, that was the first question that I did to you.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Because they don't accept insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In general.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And it's the only place that can provide this service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can pay.
[CUSTOMER][NEUTRAL] Me, paid to them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my first question was, if you, if I send to you.
[CUSTOMER][NEUTRAL] The invoice.
[CUSTOMER][NEUTRAL] Will you cover that and pay to me my money back? That's the first question.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] We certainly can reimburse you for any uh services that are covered. Um, who is your primary insurance with? Is it with Cigna, United, uh Florida Blue?
[CUSTOMER][NEUTRAL] United.
[AGENT][NEUTRAL] United. OK.
[CUSTOMER][NEUTRAL] United.
[AGENT][NEUTRAL] So what we will need.
[CUSTOMER][NEUTRAL] And the thing is that
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] This is, this, this is the situation that I'm having.
[CUSTOMER][NEUTRAL] I had before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, my food for the poor, I work for them, a part of my benefits, they give me for free, the insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, so I, I don't pay for that the company pay for that.
[CUSTOMER][NEUTRAL] And before, we have Aetna.
[CUSTOMER][POSITIVE] And I have my services through Aetna, no problem, they pay for everything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To the organization that was doing my treatment.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] We, last year, we changed from Aetna to UMR.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You and I
[CUSTOMER][NEUTRAL] Don't have.
[CUSTOMER][NEUTRAL] Either in network or out of network.
[CUSTOMER][NEUTRAL] Any institution that can provide for me.
[CUSTOMER][NEUTRAL] This service.
[CUSTOMER][NEUTRAL] I, my HR department.
[CUSTOMER][NEUTRAL] Contact your mom and say, hey.
[CUSTOMER][NEUTRAL] You don't have anybody, but she needs this treatment.
[CUSTOMER][NEUTRAL] So they did an arrangement, you and [PII], and my doctor, and they paid to them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But even though they don't accept this insurance.
[CUSTOMER][POSITIVE] She agreed because I was your, her friend.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, last year, they did my treatment.
[CUSTOMER][NEUTRAL] And they say to them, to my doctor.
[CUSTOMER][NEUTRAL] But she has
[CUSTOMER][NEUTRAL] One more time, and that's the reason why she doesn't accept UMR.
[CUSTOMER][NEUTRAL] And many, many, many institutions that provide this service.
[CUSTOMER][NEGATIVE] doesn't accept UMR. Looks like they have.
[CUSTOMER][NEGATIVE] Difficulties receiving the money from them.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So when I call my doctor, my doctor friend, they say, sorry, [PII].
[CUSTOMER][MIXED] I love you, but I don't wanna go to hell again.
[CUSTOMER][NEUTRAL] No, even for you.
[CUSTOMER][NEUTRAL] And that when she told me, I.
[CUSTOMER][NEUTRAL] unless you pay by yourself, she told me the price was 170.
[CUSTOMER][NEGATIVE] And I need to do at least a treatment for 3 weeks. It was a lot of money.
[CUSTOMER][NEUTRAL] So I found this other institution that is close by.
[CUSTOMER][NEUTRAL] That I can pay to them, but it's gonna be just $100.
[CUSTOMER][NEUTRAL] So I decided I can pay the $100 talk to APL to see if they can pay to me, but, and this is the face that I'm right now talking to you. You say, yes, I can pay to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] I can pay to you in person. I mean uh to your name, the check is gonna be to your name paying back to you.
[CUSTOMER][POSITIVE] And I'm so happy for that, because I can have my treatment.
[CUSTOMER][NEUTRAL] Believe it or not.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, I know, you and [PII], I'm a cancer patient in 3 years.
[CUSTOMER][POSITIVE] And you and I have been covering everything for me. Never a problem, never a situation, nothing. Everything was smooth and clear, and I was, I've been happy with them. Don't get me wrong.
[CUSTOMER][NEUTRAL] It's only, at least in my case.
[CUSTOMER][NEUTRAL] The physical therapy that I need.
[CUSTOMER][NEGATIVE] None other institution, and I didn't call like city, even like in, in, in another city far away that I need to drive one hour, I don't care. My health go first. They don't accept this insurance.
[AGENT][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] It's crazy.
[CUSTOMER][NEGATIVE] All of them say, we don't work with you anymore. And it's because I don't know why they have difficulties.
[CUSTOMER][NEGATIVE] Getting paying back from them specifically for this service.
[CUSTOMER][NEUTRAL] I didn't know why.
[AGENT][NEUTRAL] That is crazy.
[CUSTOMER][NEUTRAL] So I decided I pay for it.
[CUSTOMER][POSITIVE] I'm gonna pay for it. I'm gonna call you, uh, APL and, uh, so that's, that's what I'm doing. I'm talking to you guys and you are telling me that yes, that you can do it. So that is a blessing for me that you accepted.
[AGENT][NEUTRAL] Yes, ma'am, but
[AGENT][NEUTRAL] So let me ask you because it has to go through UMR first because we are secondary to them. Can you file a claim with UMR?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Even if the providers don't accept your UMR.
[AGENT][NEUTRAL] Do you know if you can?
[CUSTOMER][NEUTRAL] Well, I can do a claim, of course, and last year, I, I, um, there was a point that HR took charge.
[CUSTOMER][NEUTRAL] And they talk to UMR and they have the agreement because the organization that is like 300 people, employees, they didn't want to lose the account, let's put it like that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] So they agree in paying back to my daughter.
[CUSTOMER][NEGATIVE] But it was, as you can see, it was a hassle for them.
[CUSTOMER][NEUTRAL] So they don't wanna do that, go through that again.
[AGENT][NEUTRAL] To your, for your provider, yeah.
[CUSTOMER][POSITIVE] So I can talk to MR whatever you need from UMR. I will talk to my HR department and they do it for you, whatever you need.
[AGENT][NEUTRAL] So if, if you can.
[CUSTOMER][NEUTRAL] I'm pretty sure about it.
[AGENT][NEUTRAL] Yeah, and I'm, I'm hoping that they can because you know we would love to be able to help you but we will have, it will have to go through UMR first. The claim will need to go through them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what do you need?
[CUSTOMER][NEUTRAL] What do you need? Tell me what do you need, and I will do it for you with my HR department.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely. So, for those physical therapy services, you will need to file with UMR.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once it is processed, we will need that explanation of benefits from UMR, you know, showing, you know, what they paid, what they applied to your deductible or co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold it there, hold it there. I'm writing down everything, so I will do it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And ask
[CUSTOMER][NEUTRAL] Um, benefits, what did you say about benefits?
[AGENT][NEUTRAL] So they will need to process the claim through UMR.
[AGENT][NEUTRAL] And once that is processed,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We will need the explanation of benefits.
[CUSTOMER][NEUTRAL] Explanation, OK.
[CUSTOMER][NEUTRAL] Oh, benefits, uh-huh.
[CUSTOMER][NEUTRAL] OK, and after that?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And once they, once you receive that explanation of benefits, it's also sometimes they call it an EOB which actually stands for explanation of benefits. Once you have that, then you EOB. Mhm.
[CUSTOMER][NEUTRAL] A explanation.
[CUSTOMER][NEUTRAL] beers, OK.
[AGENT][NEUTRAL] And then once you have that you can submit a claim to APL for reimbursement and we will be able, you know, if it's payable then we can pay whatever UMR applies to your deductible or co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For that physical therapy treatment.
[CUSTOMER][NEUTRAL] OK. And how
[CUSTOMER][NEUTRAL] And how do I submit the claim to you because I'm gonna be doing that.
[AGENT][NEUTRAL] OK, so what.
[CUSTOMER][NEUTRAL] Should I send you a fax or what?
[AGENT][NEUTRAL] You can actually upload it online now that you have your account set up, or you can fax it to our claims department. Now, we will need something from the physical therapy provider with diagnosis codes.
[AGENT][NEUTRAL] It, they should be able to provide that to you.
[CUSTOMER][NEUTRAL] OK, the.
[CUSTOMER][NEUTRAL] Diagnosis
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this is from, what is the name of this new place?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well I just my period.
[CUSTOMER][NEUTRAL] Physical therapist. OK.
[CUSTOMER][NEUTRAL] So I see you doctor.
[CUSTOMER][NEUTRAL] They are gonna be asked.
[CUSTOMER][NEUTRAL] Diagnosis goes to the new doctor. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um once you have that that item I fill with the diagnosis codes from the physical therapy facility.
[AGENT][NEUTRAL] And the explanation of benefits from UMR showing what was applied to your deductible or co-pay or co-insurance for those services, then you can either fax it to our office or you can upload it online.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On your account, your APL account, there's a place do you need to file a claim and you can submit those documents right there on your policy.
[CUSTOMER][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] Um, because we are not training and we are not computer savvy, tell me the facts.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Yes, ma'am
[CUSTOMER][POSITIVE] So I'd rather be doing both.
[AGENT][NEUTRAL] I'm with you. I, I'm the same way. I'm not, I'd rather fax something to. Yeah, I told you I was born the same year you were.
[CUSTOMER][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] So I completely understand.
[CUSTOMER][NEUTRAL] I would call myself.
[CUSTOMER][POSITIVE] I will call my son for sure, hey baby, how are you?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] I call my daughter all the time.
[CUSTOMER][NEUTRAL] Can you please
[CUSTOMER][NEUTRAL] And then he said, Mom, really mom? He said, yes, really, now, now I'm my, I'm my age.
[AGENT][MIXED] That's right. And I think we ought to just get it. It's like, they think we ought to know it, but there's just no, it doesn't work like that, does it?
[CUSTOMER][NEGATIVE] I'm not playing anymore.
[CUSTOMER][NEUTRAL] Baby, tell me the fax numbers to have it in in writing with all my.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Our claims fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 23 and this is OK.
[AGENT][NEUTRAL] And and if you do fax it, please put your policy number on there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then after that,
[CUSTOMER][NEUTRAL] What I submit the claim, you receive it, and then what?
[AGENT][NEUTRAL] If benefits are payable and that will, you know, once they receive those documents, our claims department will review the documents and if they can pay it then you're gonna receive a check or you can sign up for direct deposit either way there's an option on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On your APL account, um, to choose the payment option.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, great.
[AGENT][NEUTRAL] Now, I can't guarantee payment. All I can guarantee, you know, it's the benefits on your policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And that would just depend on.
[CUSTOMER][POSITIVE] I completely understand.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I completely understand that, but I have to do this.
[AGENT][NEUTRAL] I'm sure you have.
[AGENT][NEUTRAL] Yeah, I'm sure you've learned a lot about insurance lately.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Yeah, this is like a, there is a joke that there is a guy asking, asking the Lord, please give me the lotto, I need the money, give me the Lord, I want the lotto, please God, and God say, OK, but did you get the ticket?
[CUSTOMER][NEGATIVE] If you don't have the ticket, I can do nothing for you, baby.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That is so true.
[CUSTOMER][NEUTRAL] It is true, OK, God can give you everything, but hey, you got to get a ticket, right?
[AGENT][NEUTRAL] We just
[AGENT][POSITIVE] It is we got it.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] That's right, we gotta do our part, don't we?
[AGENT][POSITIVE] I loved it.
[CUSTOMER][POSITIVE] Exactly. Exactly.
[AGENT][POSITIVE] I love it.
[CUSTOMER][NEUTRAL] OK, I know it's not a guarantee, but, uh, you have to do it and, you know, I'm, I'm play, play the tickets if you want or not, so I totally understand that.
[AGENT][POSITIVE] That's right. You, you're gonna.
[AGENT][POSITIVE] You're gonna give us the tickets so we can give you the lotto, right?
[CUSTOMER][POSITIVE] Exactly, exactly, exactly.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Wow, you've been so helpful. I really, really appreciate [PII], your patience and uh taking care of me so nicely and patiently. Thank you so much from the bottom of my heart.
[AGENT][NEUTRAL] Well, I
[AGENT][POSITIVE] Oh, it's my pleasure.
[AGENT][POSITIVE] Oh, that's, that's what we're here for. And you know, I just hope that everything goes well for you and that things get better for you.
[CUSTOMER][POSITIVE] Thank you. I really appreciate it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You know, and, and then, and then you can go do some of those things with the younger folks instead of just.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sitting back on the sidelines. We're gonna, we're just gonna get up and dance anyway, aren't we?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, oh yeah.
[CUSTOMER][POSITIVE] Oh yeah, no matter what. I'm always gonna be a kid.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] And me too.
[CUSTOMER][POSITIVE] And I always gonna be behaving like a kid. And my son always is gonna be, Mom, really? Yes, yes, really.
[AGENT][NEUTRAL] Me
[AGENT][NEUTRAL] Your, your son must be the same age as my daughter because she says that all the time too.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] My son is [PII]. My son is [PII]. I have, when I was really young, I was [PII].
[AGENT][NEUTRAL] Well, she's, mhm.
[AGENT][NEUTRAL] She's [PII], so.
[AGENT][NEUTRAL] Right at the same age.
[CUSTOMER][NEUTRAL] It it's almost the same.
[CUSTOMER][POSITIVE] And I'm [PII], but honestly, and, and, and it's not a joke. Physically, I look really good. Like everybody say that I'm in my late [PII], early [PII], yes, yes, I am.
[AGENT][NEUTRAL] Yeah me too.
[AGENT][POSITIVE] Isn't that a blessing. That's a blessing.
[CUSTOMER][POSITIVE] But I'm uh I'm really I'm [PII] and uh I always say that my smile and my spirit, my happy spirit is what keeps me young.
[AGENT][POSITIVE] Me too, and positivity.
[CUSTOMER][NEUTRAL] I decided on my goal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And my doctor, my oncologist told me, you've been safe first because of the Lord, but then because of your attitude. That is the best medicine that you can have.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Isn't that beautiful?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][POSITIVE] I totally agree.
[AGENT][NEUTRAL] I totally. And besides that, it takes too much energy to walk around all sad and mad all the time. I'd rather, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I mean, at this point of life, come on, you have to enjoy life and be positive and do.
[AGENT][NEUTRAL] That's right. We just
[AGENT][NEUTRAL] Lighten up. That's what I wanna say lighten up people.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, yeah. When, when I, I knew about the, the cancer.
[CUSTOMER][NEUTRAL] Uh, I needed to make it my last decision, OK? How do you want to live the rest of your life? I is one month or for 20 years, because we don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And uh do you wanna be in your bed crying like a little, you know, all the time and being unhappy and everybody worry about you? Or do you prefer to keep like, enjoying every single moment, and I try to create happy moments with the family and the friends, so they can remember me first as a fighter, and then as the second person, uh, the person, happy person that I'm always been my whole life.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And because they don't worry about me, because they see me happy, that good back, that energy keeps me coughing.
[AGENT][NEUTRAL] It does.
[CUSTOMER][POSITIVE] Keep me going.
[CUSTOMER][POSITIVE] And I know that I'm gonna be living another 2030 years, who knows? But uh whatever the Lord decides, I'm gonna be keeping my smile no matter what.
[AGENT][POSITIVE] And you know what, it brightened, I mean, you have brightened my little corner of my world today. So you, you know, when you're
[CUSTOMER][NEUTRAL] No matter what.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You know, we just try to spread sunshine wherever we can, don't we?
[CUSTOMER][POSITIVE] Absolutely. Absolutely. You know, this weekend.
[AGENT][NEUTRAL] Mm, I can tell.
[CUSTOMER][NEUTRAL] I mean, at the, at the beginning of this week, my son gave me a some old pay, um, a cruise.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] And it was 3 days to the Bahamas. And one of my best friends since forever. She came with me, she's older than me, she's [PII] something.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] We had a blast.
[CUSTOMER][NEUTRAL] Because we were by ourselves doing everything that we wanted with nobody to stop us and to say, really, mom?
[CUSTOMER][NEGATIVE] We misbehaved like a little kid.
[AGENT][POSITIVE] Oh, that, that, that was fun. That is awesome.
[CUSTOMER][POSITIVE] It was fantastic and beautiful and uh really extraordinary 3 days. And uh because she's sick too, we were celebrating life.
[AGENT][NEUTRAL] Oh, I bet.
[AGENT][POSITIVE] That is fantastic.
[CUSTOMER][NEUTRAL] That was our moment for ourselves.
[AGENT][POSITIVE] And, and you, that'll rejuvenate you for a while, won't it? I know when I have really good trips like that, it just, it revives me.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, well, of course, my body is reclaiming me and me like you're not telling.
[AGENT][NEUTRAL] Your body's like, what did you do to me?
[CUSTOMER][NEUTRAL] And then I.
[CUSTOMER][NEGATIVE] And then I said to my mom, shut up.
[CUSTOMER][POSITIVE] Get up, I enjoy it. Shut up. Now I, now I have the time to go to bed and rest.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] But that's OK, isn't it?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It is OK. You have to, I mean, you have to keep happy until the last minute, come on.
[AGENT][POSITIVE] Well, it has been such a joy.
[CUSTOMER][NEGATIVE] Well, [PII], I ain't gotta go back to work.
[AGENT][POSITIVE] Yeah, it's been such a joy just to help you.
[CUSTOMER][POSITIVE] I've been really pressed. You make me, you make me laugh, and I really appreciate everything that you did. Thank you from the bottom of my heart. God bless you, OK?
[AGENT][POSITIVE] It's my pleasure.
[AGENT][POSITIVE] God bless you too. And if you need anything else, you give us a call, OK?
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Bye-bye.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] You keep smiling.
[AGENT][POSITIVE] You too. Thank you