AccountId: 011433970860
ContactId: 6a49979d-eef9-4c6b-9f83-59e4bb827611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2024290 ms
Total Talk Time (AGENT): 523232 ms
Total Talk Time (CUSTOMER): 1218366 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6a49979d-eef9-4c6b-9f83-59e4bb827611_20250424T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, [PII], um, it's kind of sad when you've called so many different times you're starting to get the same people over and over on the phone, um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][MIXED] And you guys are so nice, but I'm girl, this, this trying to claim stuff is kicking my butt, um, um, uh, uh, yes, I don't, well, there's just been so much. Let me give you the policy number if you've got a minute to talk to me.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] It's uh 996-576.
[CUSTOMER][NEUTRAL] And it's um [PII] and [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, she's asking questions better.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And then mother calls in the middle of everything.
[AGENT][NEUTRAL] OK. You kind of cut out in the beginning of the policy number. Was it 916576?
[CUSTOMER][NEUTRAL] I did. OK. Um, it's, it's, no, no, actually it's 996576.
[AGENT][POSITIVE] OK, perfect. Let me go back.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what was your name again?
[CUSTOMER][NEUTRAL] My name is, if I can remember, my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm, uh, I'm [PII] and my husband is [PII], and I can give you some more info if you need it.
[AGENT][NEUTRAL] Your voice
[AGENT][NEUTRAL] OK, I know your your voice does sound familiar.
[CUSTOMER][NEUTRAL] It's so country, isn't it?
[AGENT][POSITIVE] It is, I love it.
[CUSTOMER][NEUTRAL] I'm the crazy lady so.
[AGENT][NEGATIVE] No, no, you're not.
[CUSTOMER][NEUTRAL] Uh, you need my address or my birthday or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am. Uh, what's your date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] And [PII] is [PII].
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] Oh, perfect. You're born on the same year.
[CUSTOMER][NEUTRAL] Oh yes, I'm older than him, a little bit.
[CUSTOMER][NEUTRAL] That makes me the boss.
[AGENT][NEUTRAL] Oh, there you go. Oh.
[CUSTOMER][NEUTRAL] Oh gosh, you need our address.
[AGENT][NEUTRAL] Yes ma'am, your address and email?
[CUSTOMER][NEUTRAL] Yes, um, address is [PII] and my email address is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] And then what can I help you with today?
[CUSTOMER][NEGATIVE] OK, well, I, like I say, I'm trying to file a claim, and every time I've tried to do something it's went wrong for the MD [PII] was supposed to be claiming for me and what they sent you was medical records.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you didn't need any medical records found that out yesterday on our way to [PII], so I stopped in at the billing department and that's where I needed to be and um the um.
[CUSTOMER][NEUTRAL] I, I, from the time we've seen them all the way through to
[CUSTOMER][NEUTRAL] Day before yesterday, the day before yesterday, I would say, uh, she gave me all of my medical records as far as not medical records, but all of my help me out, um.
[CUSTOMER][NEUTRAL] Uh, procedures and diagnosis and it was my UBO4 and my HCFA claims if that means anything to you because it didn't mean much to me.
[AGENT][NEUTRAL] So she gave you the diag diagnostic codes?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yeah, I think, yes, I think that's what you really needed in order to be able to do anything with the claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. I think I, I, I remember you calling and it was the diagnostic codes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, and so, um, the very first claim that we did was, uh, when you walked me through it, you are, um, there was one I I've talked to several different people, but anyway, everybody's been very kind. I think [PII] was the first girl I ever spoke with but she helped to me and we did the initial claim, but in that initial claim there were things you couldn't pay me for because you did not have these.
[AGENT][POSITIVE] Oh good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, codes and whatnot.
[CUSTOMER][NEGATIVE] Because nobody sent you that or what I sent to you was not did not include what you needed.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So yesterday, they gave me
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Emailed me along with giving me hard copies of.
[CUSTOMER][NEUTRAL] The everything they thought I needed, OK? And so I got it in an email and so I went on to y'all's website. I'm on it right now and the first thing it asked me was um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, some I tried to go to a claim form to fill out a claim form, but I never could.
[CUSTOMER][NEUTRAL] And I, I couldn't get there so I went to upload documents and it said do you have documents to upload? Well I had saved them in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, on my um computer and so I
[CUSTOMER][NEUTRAL] Uploaded those documents. Well, the one thing it asked right off the bat was if it was [PII] or [PII] and it's [PII] so I put [PII].
[CUSTOMER][POSITIVE] But, and it, it seems to have accepted it because it's got.
[CUSTOMER][NEUTRAL] The first thing it's got is on [PII] is today [PII] and [PII]? No, today is not [PII] and [PII].
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Gosh, no, today is [PII]. And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To begin with, I don't know where there's one here that it says they've received from you.
[CUSTOMER][NEUTRAL] They've received the first name is [PII] is the applicant. I haven't claimed anything yet for myself unless I'm a complete nut, which I can be, um, uh, you received it on [PII] and [PII] and I didn't do it.
[CUSTOMER][NEUTRAL] So if I did, I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good Lord be [PII]. Now.
[AGENT][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] Now wait a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to remember, um.
[CUSTOMER][NEUTRAL] Yes, when you're looking at my list, I've got 4 things on there. The one that was processed was the very first one. The second one that was processed without any payment to say they completed it on the [PII] and it was for.
[CUSTOMER][NEUTRAL] because those were strictly medical records it didn't have any kind of codes or anything that you needed. I found that out yesterday. Now the third one up says received. It's got [PII]'s name.
[CUSTOMER][NEUTRAL] It's got the policy number of course which is the same. It says they received it on [PII] and [PII]. Can you tell what they received on that?
[AGENT][NEUTRAL] On [PII], you said it was under your name?
[CUSTOMER][NEUTRAL] Yeah, it says um um received on [PII]. 1st name [PII] applicant group cancer insurance.
[CUSTOMER][NEUTRAL] And it has received on the far left.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I have some things that I need to send to you, but I haven't sent them.
[AGENT][NEUTRAL] OK, so I do see that claim.
[AGENT][NEUTRAL] Yes, it says received 422, 2025.
[CUSTOMER][NEUTRAL] Is there anything attached to that?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] And I don't think it was there yesterday.
[AGENT][NEUTRAL] I think it was for your mammogram.
[CUSTOMER][NEUTRAL] Well, I had back from [PII] all the way up, I had uh collected some stuff from my uh mammogram people and they sent it to me but I didn't think I had sent that to you because
[CUSTOMER][NEUTRAL] That I don't have an email on it, so I would have had to.
[CUSTOMER][NEUTRAL] I did take pictures of each page, but I didn't think I had forwarded any of that to you yet. I know I'm sounding like a blooming nut, but I swear I don't think I've done anything there.
[AGENT][NEUTRAL] Mhm. Let me see, just a second.
[CUSTOMER][NEUTRAL] Sure, because we didn't even gotten to what I did just a minute ago.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It looks like we're just waiting for.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Eligibility from your provider.
[CUSTOMER][NEUTRAL] The files from there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, that's, but how would you have known I was gonna do that just from talking to me?
[AGENT][NEUTRAL] Yeah, so I looked it up. I looked up your policy and looked up under your name and I just matched the, the received date that you gave me and I also have the received date of [PII], but right now,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It is outstanding, so we're just waiting.
[CUSTOMER][NEUTRAL] OK, for all of those pictures. OK, well I will attempt to to upload those to that how it'll know to go to that one I don't know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now the next one up says uploaded.
[CUSTOMER][NEUTRAL] It's got a confirmation number.
[AGENT][NEUTRAL] Is this under yours?
[CUSTOMER][NEUTRAL] It's got [PII]'s name because I did put [PII].
[AGENT][NEUTRAL] Oh choice. OK.
[CUSTOMER][NEUTRAL] No, it's under [PII]'s name.
[CUSTOMER][NEGATIVE] Because he's the one that's got the cancer.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] My stuff was just gonna be routine things.
[CUSTOMER][NEUTRAL] That I've never filed on.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] And it says view files. I haven't tried to view them.
[CUSTOMER][NEUTRAL] Let's see, please, uh, yeah, there's two different files there. I won't try to open them, but um, that's all of the stuff that they gave me yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One of them had um
[CUSTOMER][NEUTRAL] The, the first one I think has
[CUSTOMER][NEGATIVE] Not that many pages. Um.
[CUSTOMER][NEGATIVE] I thought they would have page numbers on them, you know, but the second one has like 30 some odd pages, I think. Where did I see page numbers?
[AGENT][NEUTRAL] OK, so I can see that you uploaded a document today on the OSC website. I can't see exactly what the document is because it's still outstanding. The claims department has not reviewed it yet.
[CUSTOMER][NEUTRAL] I don't guess it matters.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, no, because I just literally did it a few minutes ago, but there was like 30 some odd pages on the second one I sent over. The first one maybe 5 or 6 pages, 7 or 81234567, yeah, the only 7 pages of the first one. It looks like a lot of laboratory stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The other one is, looks like each page is something different and it's like um and it on it it shows things like um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess what they did because it's all in numbers so it doesn't mean anything to me it's got a price on it and then it's got um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Seem like somewhere on here.
[CUSTOMER][NEUTRAL] It might have had.
[CUSTOMER][NEUTRAL] I don't know. I don't.
[CUSTOMER][NEUTRAL] Medicare Part A and Part B.
[CUSTOMER][NEUTRAL] But I thought it might have said how much they paid it may just say where my insurance is from.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Yes, so, yeah, so just keep uploading those onto the OSC website and our claims department will review them.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but I haven't filled out a um.
[CUSTOMER][NEUTRAL] A claim form.
[AGENT][NEUTRAL] The last time we
[CUSTOMER][NEUTRAL] I just uploaded them right to you, but.
[AGENT][NEUTRAL] Yeah, the last time we spoke, weren't you going to um fill out a cancer claim form with us?
[CUSTOMER][NEUTRAL] Uh, well, we did in the very beginning I think because you sent me the initial payment of like 5,078 and that was, um, basically that was really just the diagno the pathology report.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Of him being diagnosed. And you might have given me some travel money. I mean, I know you did one or two things of travel money, but the, as far as the actual uh stuff they did at the hospital like the biopsy and the outpatient, all of that kind of stuff, none of that you could pay me because you didn't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We didn't supply you with the correct information.
[CUSTOMER][NEUTRAL] If that makes any sense.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that makes sense.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Anyway, so I, that's what I just uploaded and as far as I know you must have got it all it happened really fast, but I'm not much on computers and stuff so, but should I go back and fill out a form to go with it?
[AGENT][NEUTRAL] You have not submitted that cancer claim form already?
[AGENT][NEUTRAL] Have you filled one out already?
[CUSTOMER][NEUTRAL] I don't know. I.
[CUSTOMER][NEUTRAL] Uh, maybe in the very beginning, I did.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] But I don't know where it's at, can you tell?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, oh, just a second. Let me.
[CUSTOMER][NEUTRAL] Because what I did was the
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, you're fine you can keep talking. I'm just going to look up your documents really quick and see if I can see if it's in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because the very first thing I did this today was I tried to go on to claims and forms and I was gonna fill one out.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It said sign in and register so I hit the button but I was really already signed in.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it asked me about download. OK, now I'm going a little bit further. I'm seeing some more stuff.
[CUSTOMER][NEUTRAL] Accident disclosure cancer claim form.
[CUSTOMER][NEUTRAL] There's a form here that could have been do you fill out a new form each time you download stuff?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, because the last time we talked, uh, you just needed to fill out that cancer claim form and then send in the documentation along with it.
[AGENT][NEUTRAL] Uh, I have your transportation.
[CUSTOMER][NEUTRAL] Would that have been the very
[CUSTOMER][NEUTRAL] Would that have been the very first one I sent you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It might be, um, hold on, I'm looking through all of these. Um, I do see your pathology report and your transportation. You sent that one in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I see that we also sent you a cancer claim form.
[AGENT][NEUTRAL] Yesterday morning.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, she said I'm gonna go ahead and she told me that through our conversation and realizing why they didn't pay anything because they sent the wrong stuff to you she said I'm gonna go ahead and email you a claim form and I said OK, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't done anything with that because I really wasn't sure how I was gonna fill it out.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] So I see on the website here I see cancer claim form I kept going further down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says cancer claim form it.
[CUSTOMER][NEUTRAL] And then I think it's just a matter of filling it out.
[CUSTOMER][NEGATIVE] But there's no way I could put everything on what I just sent to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you want the cancer claim form, and you also want the wellness claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they'll
[CUSTOMER][POSITIVE] Yes, the wellness I'd be filling out for myself.
[AGENT][NEUTRAL] Yes, ma'am. And so the pathology, the last time that we spoke, the, uh, you were speaking about a pathology report, you are going to fill that out on the cancer claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Along with an itemized bill.
[CUSTOMER][NEUTRAL] OK, and I only have to fill that out one time?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. So, the documents that you have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the cancer, you are just going to write on the documents where, it's gonna have where, when, and what type of test for each year. And it should say on the documentation, you know, it should have at the top, um, like what clinic he went to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, when it was.
[CUSTOMER][NEUTRAL] Yeah, well, the, the mammogram is, well, the mammogram and stuff is all mine. That's gonna be, um, probably the same location and I can put down each date, but on his.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There's like been a million things done already.
[AGENT][NEUTRAL] OK, and that's, that's totally fine. Um, just fill out, so I think it gives you, is it 3 lines? It gives you enough room to write, um, like blood work.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] Uh, let me pull up the cancer claim form.
[CUSTOMER][POSITIVE] It actually uh gives me it it um it's got about the insured which will be easy to fill out then about the patient, uh which will be his name goes there then it's section C is non-local transportation like our trips to and from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I haven't written anything in so y'all just looked at those papers and paid me for two of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I don't have any lodging because if we stay there at night I can stay at my sister's.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] So it, but it doesn't have anything about different tests that's being done. Is this like a little general?
[CUSTOMER][NEUTRAL] Flame form and then.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, I do see the cancer claim form. That must have been the wellness that list all of the
[AGENT][NEUTRAL] The procedures that you might have done. OK. So for the cancer claim form, just uh fill out all the generic questions and then at the top, it will let you know.
[AGENT][NEUTRAL] Uh, like it says, when filing a claim for services, um, it has surgery, chemotherapy, um, it has pathology reports.
[AGENT][NEUTRAL] Um, just make sure, so when you scan this claim form in, you just wanna make sure the documents that you scanned behind it have where it was performed, when, so it has a date on it, and what type of test.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, this is
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It says health insurance claim form and each one of those has something different on it. That's what they gave me at the hospital.
[AGENT][NEUTRAL] OK. Does it have a date, uh, of service?
[CUSTOMER][NEUTRAL] Um, let me see, date of service, each one of them, there's different dates of service. Each page has different dates depending on what they were doing. It's got MD Anderson Cancer Center written on it as far as the facility.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's got places for 6 different procedures. Some things have one thing, other things have 6 things, but they're all, they, they're all different, different procedures that were done on different days.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And of course got his account number, his birthday, his name, you know, that kind of stuff. And then it has that he has insurance, Medicare insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And that's totally fine. So just, so just fill out this cancer claim form and then send those documents in along with this one, OK? And our claims department will go over this.
[CUSTOMER][NEUTRAL] For a and Fort B.
[CUSTOMER][NEUTRAL] OK, but what if I've already sent if I send them, if I send them again, you're gonna have two of the same thing.
[CUSTOMER][NEUTRAL] Because I've already actually sent them they're that what you just got.
[AGENT][NEUTRAL] OK. So you sent in all of the cancer?
[AGENT][NEUTRAL] Uh, documents.
[CUSTOMER][NEUTRAL] I sent all of them just I uploaded all of them to you.
[AGENT][NEUTRAL] OK, and that one was today, right?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes, matter of fact you're really not show you're you're showing that there's been something uploaded but and I can't get I can't write on this claim form.
[CUSTOMER][NEUTRAL] Um, how do you get it to feel, how do you fill out the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The form I thought I could write on it and then send it to you but it's when I hit on first name.
[CUSTOMER][NEGATIVE] It won't nothing comes up for me to type.
[AGENT][NEUTRAL] So if you go to or sorry, claims and forms and then to the right side of that cancer claim form, it should say download form.
[CUSTOMER][NEUTRAL] Oh, OK, OK, maybe I've missed something. Let's see. I'm so slow.
[AGENT][NEUTRAL] Did you? Yeah. Mhm.
[AGENT][POSITIVE] It's OK. We're here to, we're here to help you. It's OK.
[CUSTOMER][NEUTRAL] It originally said something about.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, let me back out and see if I can do it again. Yes, cancer claim form and I hit the download form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it popped up so I've got it in front of me. It's got some different instructions about different things and then I went down to cancer claim form and I was going to touch it and fill it out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it's not letting me.
[AGENT][NEUTRAL] So if you click below first name in that box, is, is it blinking?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's not, no, ma'am.
[AGENT][NEUTRAL] Oh, OK. There should be a line that's blinking. It should let you type in there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Mm, do you have a printer?
[CUSTOMER][NEUTRAL] The one reason it may not, the one reason it may not be is because I'm on my iPad instead of my computer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yes, um.
[CUSTOMER][NEUTRAL] Sign in, log in now but it downloaded every one of those documents. Wait a minute it's saying to sign in so what? Let me see if maybe it really wanted me to sign in again.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] Yeah, it's asking me to sign in again on that form.
[CUSTOMER][NEUTRAL] So I'm signed in.
[CUSTOMER][NEUTRAL] And lime forms.
[CUSTOMER][POSITIVE] God, I got so many things opened up here at the top.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see if it'll help me let me know.
[CUSTOMER][NEGATIVE] Oh, I hate the beats.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Computers can be tricky.
[CUSTOMER][POSITIVE] I'm right.
[CUSTOMER][NEGATIVE] Well, I may have to go to my friend's computer. See, ours is on the blank when we tried to open it and do all this the other day, I had, and we couldn't get on.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEGATIVE] In order for them to get it it's at my husband's work computer, but he's on a short-term disability right now because of all of this cancer.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that means he'd need to go up to the office and let them straighten it out, which they will, but you know I'm just trying to get things done now I uploaded it's just not gonna do this I guess because I'm on my iPad.
[CUSTOMER][NEUTRAL] But it, it literally, uh, if it's there it uploaded every one of those documents.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, that's nice. At least you can upload from your iPad. But yes, I would recommend just getting on your computer or your friend's computer and just printing this out, uh, filling it out, and then you'll have to scan it back through to your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Good lord, I don't even know how to do that.
[CUSTOMER][NEUTRAL] Um, OK, um.
[CUSTOMER][NEUTRAL] But maybe I can get on this site on her computer and.
[CUSTOMER][NEUTRAL] It maybe it'll let me fill it out and then I can just send it to you.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Oh, yeah, I am. Can you hear me?
[AGENT][NEUTRAL] Oh, you, oh, you were, yes, um, it cut out for just a second. Yes. So when I go on to APL and I download that cancer claim form, it's letting me type in.
[AGENT][NEUTRAL] Information like anything that I need so it should let you on the computer.
[CUSTOMER][NEUTRAL] Yes, I think, and it seems to me like I may have done that before. I may have done it in the very beginning when we filed the um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The one for the initial.
[CUSTOMER][NEUTRAL] The pathology.
[AGENT][NEUTRAL] OK. Mhm. OK.
[CUSTOMER][NEUTRAL] I might have filled that one out then.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] But you can't tell if I did, but it technically I should fill one of those out each time I upload.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Flames, correct?
[AGENT][NEUTRAL] No, ma'am. Just do it, just do, just fill this claim form out uh today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And upload it so that it's a part of those documents that you just sent in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and as long as those documents had dates and where it was performed.
[CUSTOMER][NEUTRAL] And then um
[AGENT][NEUTRAL] You will be OK. The, yes, the claims department will, yes, will, um, know that this cancer claim form is a part of those documents.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I'll be OK.
[CUSTOMER][NEUTRAL] OK. Now I have another question to throw at you. What about, it shows, and I don't know if they're all this away, but every one of them shows my Medicare Part A and Part B, but I don't know what my insurance has paid on this. Does that make any difference?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No. Mm.
[CUSTOMER][NEGATIVE] Because I, the other day I asked you that question and I think your answer was no, it didn't matter because my mammogram stuff does not have what I paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you told me not to worry about that as long as I had all my.
[CUSTOMER][NEUTRAL] All the other stuff
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][POSITIVE] OK, OK, we'll cross that bridge if we have to, but um, OK, well let me see if I can get this thing done and get it over to y'all at least and then get something going and I will try to get.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Those others uploaded to you for my mammogram and stuff.
[AGENT][POSITIVE] OK, perfect. That sounds good. Um, and if you can't do it today, then just do it tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I'm gonna um work on it until I get too frustrated and then I'll give up for a while.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes.
[AGENT][POSITIVE] Yes, take breaks and if you have any further questions, you know, just give us a call back and we're here to help, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do it.
[CUSTOMER][POSITIVE] I know you are thank you very much, [PII] I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, not right now. Give me 5 minutes. I'm sure I'll come up with something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. It's time for you to go home.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][POSITIVE] It, it is, but that's OK. Yeah, have a good day. Bye.
[CUSTOMER][POSITIVE] Take care. Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye bye.