AccountId: 011433970860
ContactId: 693d6036-94e2-4f95-965c-d3753c3d742b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1615140 ms
Total Talk Time (AGENT): 541551 ms
Total Talk Time (CUSTOMER): 457567 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/693d6036-94e2-4f95-965c-d3753c3d742b_20250520T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I wanted to file a claim.
[CUSTOMER][NEUTRAL] But I don't know how
[AGENT][NEUTRAL] OK, I can give you instructions. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have a policy number with us?
[CUSTOMER][NEUTRAL] A policy number? Let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With I'm with the local school district. Let me see, I took a picture of something.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Was it with you guys? No, I think it's with the other, it was with the other insurance.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, I don't know the policy number.
[AGENT][NEUTRAL] Mm, OK. Was your employer?
[CUSTOMER][NEUTRAL] But I'm
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What's your employer?
[CUSTOMER][NEUTRAL] Most Fre Consolidated Independent School District.
[AGENT][NEUTRAL] I'm sorry, I didn't get the first name of the school.
[CUSTOMER][NEUTRAL] It was Los Fresno Consolidated Independent School District, yeah.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK, uh, let me see if I can find the group. One moment.
[AGENT][NEUTRAL] Hm I try this one.
[AGENT][NEUTRAL] OK, it's gonna be a minute Miss [PII]. I'm just pulling the whole group, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Take your time. I'm in.
[CUSTOMER][POSITIVE] I'm just happy you're helping me.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know if you have both of your names on the card or is it just one name?
[CUSTOMER][NEUTRAL] I guess they just have [PII] maybe.
[AGENT][NEUTRAL] OK. Uh, can you verify the last four digits of your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so this is my, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. OK, I think I found it, um.
[AGENT][NEUTRAL] Let me just go ahead and verify a few more things. Um, may I have your date of birth, mailing address, and email address on file just to make sure this is your policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] It's my date of birth [PII] is my address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And my email, I don't know which one you have, if you have the school email, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, perfect. That's the one we have. All right. um, so you need instructions on how to submit your claim. Um, what I can do is send you, um, I can go ahead and send you an email.
[CUSTOMER][NEUTRAL] I do. They, they send it to me, but I'm, I'm confused.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, what are your questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, how do I?
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] Like, where do I go on your website to go to?
[CUSTOMER][POSITIVE] Right about solutions.
[AGENT][NEUTRAL] OK, so if you're trying to register or go into your account online, you just click on sign in. So you will go to [PII] and click on sign in.
[CUSTOMER][NEUTRAL] 5. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and now?
[AGENT][NEUTRAL] OK, from there you if.
[CUSTOMER][NEUTRAL] I thought
[AGENT][NEUTRAL] If you have not registered before, you click on the user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am, I have to answer all these.
[AGENT][NEUTRAL] You're an individual, so it's gonna be the first one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then I go to next
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I don't have to click on any other.
[AGENT][NEUTRAL] No, just next, just I'm an individual and then next.
[CUSTOMER][NEUTRAL] And then I fill out
[AGENT][NEUTRAL] And you're gonna use the email address we have on file, which is your work email, OK?
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] And then my date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It says [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, oops, there has been an error. Looks like we're experiencing technical difficulty.
[AGENT][NEUTRAL] OK, it means that um one of the information is not correct. So under the last name you put [PII], the Social Security number, you put the whole social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the zip code, you put the [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the email address, um, you put [PII].
[CUSTOMER][NEUTRAL] Do you have in [PII] or [PII]?
[AGENT][NEUTRAL] [PII]. Is that incorrect in our system?
[CUSTOMER][NEUTRAL] Oh, that's, that's correct. At first she told me and [PII]. That's what I just wanted to make sure that uh you guys had it one way and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, yeah, it's [PII].
[AGENT][NEUTRAL] OK, and then for.
[CUSTOMER][NEUTRAL] Ok, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All over again.
[CUSTOMER][NEUTRAL] [PII]. Is that what you all have as my zip code?
[AGENT][NEUTRAL] OK, let me check again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me, let me go back one moment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just in case like some add other numbers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK, uh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] That's all you have. OK. That'[PII] what I mean. [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I'm gonna put Lotus [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] No it's [PII], correct? OK.
[CUSTOMER][NEUTRAL] Oh, there you go.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, user name they want me to create a username?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] And it cannot be an email, right?
[AGENT][NEGATIVE] It could be the first part of the email but not the whole email.
[CUSTOMER][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] I always have trouble with, I'll just take a picture of it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, primer on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] Uh, text message phone, same number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, let me go back. Something's wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which one is in red is it the user name or the password?
[CUSTOMER][NEGATIVE] Maybe they didn't like my.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm very new to me.
[CUSTOMER][NEUTRAL] Uh, one lower case oh.
[CUSTOMER][NEUTRAL] One lowercase.
[CUSTOMER][NEUTRAL] One number is.
[CUSTOMER][NEUTRAL] One uppercase character, one symbol.
[CUSTOMER][NEGATIVE] Must not contain moving. That's where the error is.
[CUSTOMER][NEUTRAL] No probably not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I try to
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me change the password completely.
[CUSTOMER][NEUTRAL] Let me see what it shows me now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] He doesn't wanna accept any of my passwords.
[CUSTOMER][NEUTRAL] I put one lower case, I have, I have lower case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have one.
[AGENT][NEUTRAL] Do you have an upper case?
[CUSTOMER][NEUTRAL] Mhm. I have the upper case.
[CUSTOMER][NEUTRAL] have the symbol at the end.
[AGENT][NEUTRAL] Special
[CUSTOMER][NEUTRAL] I mean, it doesn't contain completely different name than what I have as my password.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, how many digits do you have in total?
[CUSTOMER][NEUTRAL] And all of
[CUSTOMER][NEUTRAL] Wait a minute. If it's grayed out, does that mean that it's, I got it, or?
[AGENT][NEUTRAL] Yeah, if it's straight out, it should be, it should be taking it. Anything that is red or it has, yeah.
[CUSTOMER][NEUTRAL] Because that part
[CUSTOMER][NEUTRAL] OK, let me find
[CUSTOMER][NEUTRAL] OK, let me press next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Your account, yay, your account has been successfully created.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You log in
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The status updates via texts.
[CUSTOMER][NEUTRAL] Enter a 10 digit phone number, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, send me a code, hold on.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEGATIVE] Yeah, I know that. That's fucking.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. I guess it's just to prove that that is my phone number.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just to confirm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, yeah, I tried to do it before and.
[CUSTOMER][NEUTRAL] OK, so now where do I go from here? What do I do?
[AGENT][NEUTRAL] OK, so you should see a
[CUSTOMER][NEUTRAL] What information
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I was gonna say what information do I need from here that you guys.
[AGENT][NEUTRAL] OK. Um, so when you create your account, uh, the purpose of creating your account is to upload the claim. Um, now, to get the claim form, you will click on claims and forms.
[CUSTOMER][NEUTRAL] Claims and forms. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you will look for the meddling, well, the cancer claim form, I'm sorry. That will be the cancer claim form.
[CUSTOMER][NEUTRAL] Do I scroll down on the foot?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Oh let's go.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, you're gonna download.
[CUSTOMER][NEUTRAL] Cancer claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Download form.
[AGENT][NEUTRAL] Yes, go ahead and download the form.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh my goodness, my slowly he doesn't gonna work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] It's just this middle part that they have to where it says cancer claim form.
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Uh, is it just this, uh, this form that says cancer claim form that they need to, uh, fill out?
[AGENT][NEUTRAL] OK. Yes. Uh, you need to fill that out, but you also need to send the documents that it's requesting based on the service that you're trying to send the claim for. So, the first page is gonna give you instructions based on the service that you received.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK, hold on, start all over because I got confused. OK, so I have to submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The paper that I'm basing the claim on, that's what you said?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] What paper? This paper?
[AGENT][NEUTRAL] OK. And what type of service was rendered? What type of claim you're trying to send in for?
[CUSTOMER][NEUTRAL] The the cancer, like, do you wanna know what type of cancer?
[AGENT][NEUTRAL] Um, no, I don't need to know the type of cancer, but like what service was rendered? Was it like uh imaging test? Was it wellness test? Um, was it, um, chemotherapy or surgery? What type of service?
[CUSTOMER][NEUTRAL] Or what do you mean?
[CUSTOMER][NEUTRAL] It's gonna be surgery and chemotherapy.
[AGENT][NEUTRAL] OK, surgery and chemo.
[CUSTOMER][NEUTRAL] And probably radiation.
[AGENT][NEUTRAL] OK. So, under the instructions on that page, you're gonna see um if you need to send a claim for chemotherapy or radiation therapy. Uh the first one is gonna let you know that we're gonna need um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The itemized bill.
[AGENT][NEUTRAL] And we also need a copy of the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] And I don't know.
[CUSTOMER][NEUTRAL] I have no idea what he said.
[AGENT][NEUTRAL] OK. I, I, OK. OK, you're looking at.
[CUSTOMER][NEUTRAL] So, I'm gonna need to, where is that?
[CUSTOMER][NEUTRAL] Where like it's that.
[AGENT][NEGATIVE] I'm sorry, you're breaking up, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry. So, in this form, the cancer claim, all of that is on there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, the first page. If you see, you should have 4 pages. The first page is just instructions. OK. Under the instructions, if you go to the second point under, not the ones that are dark, but the ones that are not dark.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The light ones, it says when filing a claim for services of hospitalization, surgery, chemotherapy, or immunotherapy, and then it has two items that are listed itemized medical bills for each medical provider, and explanation of benefits from your medical career showing amount apply or pay for each service.
[AGENT][NEUTRAL] Can you see that?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do see that. I don'tized.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medical bill for each medical provider and explanation of benefits. So, how do I
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get that, like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it on the paper?
[AGENT][NEUTRAL] The explanation of benefits, uh, you're gonna get it from your major medical. So usually they send that to you either by mail or electronically. So you would just um print out the copies or get the copies and, and upload it into your account. And it's just gonna be for the chemotherapy or radiation therapy. So that's gonna be only for that because we pay usual charges and we need that information.
[AGENT][NEUTRAL] Now, for the surgery, we need the itemized bill.
[AGENT][NEUTRAL] And we need the pathology report for the surgery.
[CUSTOMER][NEUTRAL] OK. Itemized and the pathology report.
[AGENT][NEUTRAL] Mhm, for the surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is the cancer insurance that I paid for, right? The one I pay 19 something.
[AGENT][NEUTRAL] Um, I can check and see. Let me check on it. Let me make sure.
[CUSTOMER][NEUTRAL] A month for?
[AGENT][NEUTRAL] OK. Um, this one you, yes, $19.68. That is correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I thought that money just came to me and I used it for.
[CUSTOMER][NEUTRAL] The expenses that I needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. That is correct, yes. When you submit your claim, is that, you will receive a reimbursement. So that check is gonna go directly to you.
[CUSTOMER][NEUTRAL] like hotel.
[CUSTOMER][NEUTRAL] OK, OK, once all this information is completed.
[AGENT][NEUTRAL] Yes, once all the information is received and it's processed, then we'll go ahead and send the payment. Um, if you need to have a direct deposit, we do have a direct deposit form that you can fill out and send as well as the claim form, um, so you can get a direct deposit or you can do the direct deposit set up online as well. There is an option on the website when you go into your account, it will ask you if you want to set up your direct deposit, so you can do that as well. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, this is a reimbursement for you if you submit your own claim.
[CUSTOMER][NEUTRAL] And what does it say about
[CUSTOMER][NEUTRAL] Oh, the pathology report, initial diagnosis, you OK, surgery, biopsy, OK, I have, well, that, that they already did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of each medical provider, OK. So this form, page number 2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is it for?
[AGENT][NEUTRAL] Page number 2. OK. That's your information. You will fill that out. Your name, last name, date of birth, address.
[CUSTOMER][NEUTRAL] Who do I give that?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. So the first page is the all the information I need to gather.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] And the 3rd page is explanation to me.
[CUSTOMER][NEUTRAL] Of what
[CUSTOMER][NEUTRAL] All these other things are, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They're more like statements um just information, but their page is just general information. The 4th page was
[CUSTOMER][NEUTRAL] How you came for.
[CUSTOMER][NEUTRAL] So it's it's the first
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, go ahead, go ahead.
[AGENT][NEUTRAL] OK. So the first page basically is just information for you, how to submit claims instructions. Second page, you will fill it out. So you are the insured, but you're also the patient. So you can just go ahead and fill everything out there. And then the third page is just general information for you.
[AGENT][NEUTRAL] And then the 4th page you need to sign, print, and date and send it together with page 2. So you can send page 2 and 4 that that's what we're gonna need, page 2 and 4.
[CUSTOMER][NEUTRAL] 2 and 4 for right now and then the rest is OK to come OK um you have a fax number on this website?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the fax number is on the first page. If you go to the bottom of that page, you're gonna see the address, the phone number, and the fax number and the website to submit the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and anything else that I need to submit or turn in or?
[AGENT][NEUTRAL] Uh, no, that's all. It's just gonna be the ones listed.
[CUSTOMER][NEUTRAL] Other than.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then um I'll do that if I get confused again I'll be calling back.
[AGENT][NEUTRAL] Sure, no problem. You can always call back. But yeah, as long as you send the ones that are listed under each service rendered, then we should have all the information. So you can upload it to your account since you already created an account, you're gonna see a um link that says upload files. That's where you upload your claim and your documents. That's how you send it electronically if you want to send it electronically, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] All right, thank you so much. I, I really appreciate your help. Thank you for your patience.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Not right now, uh, like I said, I'll call back.
[AGENT][POSITIVE] OK. All right, sure, no problem. Uh thank you for calling APL. You have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][POSITIVE] Yes, you too thank you bye.
[AGENT][POSITIVE] Thank you. You're welcome.