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ContactId: 6adea2ce-f049-442d-a3ed-38bb76741c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1869530 ms
Total Talk Time (AGENT): 478163 ms
Total Talk Time (CUSTOMER): 869553 ms
Interruptions: 13
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/6adea2ce-f049-442d-a3ed-38bb76741c42_20250219T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I have a question about a claim that I filed. I actually filed it uh on the [PII], and they told me they needed more information which I sent. And so then I sent that on the.
[CUSTOMER][NEGATIVE] [PII]. At any rate, it was denied and I just had some questions as to, um, uh, why.
[CUSTOMER][NEUTRAL] I looked at the letter it said um there wasn't a category I believe is the files won't upload again I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, let me get some information from you. What is your policy number, please?
[CUSTOMER][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] My policy number is 2170749.
[AGENT][NEUTRAL] And Ms. [PII], what is your, um, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this claim is on you?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. And what is your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mm, thank you, Miss uh [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], um, you're wanting to check and you're, you're wanting to know why the claim was denied. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, it said that there wasn't a cancer diagnosis which I pulled up the forms and it says right there diagnosis squamous cell carcinoma and there wasn't, it said no surgical procedure, it said no procedure to remove.
[CUSTOMER][NEUTRAL] So I was just curious if if the if the forms that if the if the file that I sent wasn't received or I'm misunderstanding, went back and I did go back and look at my policy, um, and it says I think $200 for outpatient um at an outpatient surgery center, and it said um initial diagnosis, um, coverage as well. So I was just confused, wanted some clarification on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me just a few minutes. Let me look and see what we have.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And this is for the date of service of [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Give me a few minutes. Let me look. We always have to have a pathology report, um, and
[CUSTOMER][NEUTRAL] There is one there.
[AGENT][NEUTRAL] OK. And let me double check and look at that pathology report. Is that pathology report for [PII]?
[CUSTOMER][NEGATIVE] Yeah, there's, uh, they were I had sent them before, but she said that she had only gotten the first page which had my um basically my information my name date primary home, all that stuff so I resent it. The second page has um that she needed the code as well um.
[CUSTOMER][NEGATIVE] And that's got the diagnosis code basal cell carcinoma and um then I think it's the 3rd page, the next page, they're all JPEGs that uh has the destruction of the lesion and most surgery procedure documentation of past medical history, that's the 3rd page.
[CUSTOMER][NEUTRAL] And then the 4th page, um, it's just the care team and whatnot, and she also wanted when I talked to her the EOB that had the CPT codes which I did send, which I think is the.
[CUSTOMER][NEUTRAL] Uh, 12345, 6th, 7th and 8th pages.
[CUSTOMER][NEUTRAL] That I sent.
[AGENT][NEUTRAL] OK. Well, give me just a minute. I'm gonna go through, um, I'm looking for the pathology report.
[AGENT][NEUTRAL] So give me just a few minutes, please.
[AGENT][NEUTRAL] I'm still going through the file. Give me just a few more minutes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I was going back through my files as well. I had the biopsy done at a different uh physician, and I, uh, switched. I was so unhappy with them, and they had sent all my medical records to the derm surgeon, Doctor [PII], who I had seen previously. So I was going through to see if I could get that pathology report that had been sent from them.
[CUSTOMER][NEUTRAL] And that was in a, the, the biopsy, initial biopsy was done in October. So I was just kinda looking through my stuff as well.
[AGENT][NEUTRAL] Yeah, I'm going through that. That's, that's what we're needing is that a pathology report from the initial, it has to be a pathology report, not the office notes, and it needs to be from the original um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The original.
[AGENT][NEUTRAL] Claim, I mean original biopsy.
[CUSTOMER][NEUTRAL] I'm looking at that right, I'm looking at that.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at that right now. I, I have it it's, it's what they sent me it's.
[AGENT][NEUTRAL] And it
[CUSTOMER][NEGATIVE] Really a long.
[AGENT][NEUTRAL] Yeah, it's usually about 3 pages.
[CUSTOMER][NEUTRAL] It's, it's, it's kind of like, it's like one line, one line, one line, but it's not like.
[CUSTOMER][NEUTRAL] It doesn't, well, they did a bunch of biopsies. That's why there's multiple biopsies.
[AGENT][NEUTRAL] Yeah, well, just send each one of those, um, send it all to us, um, the whole entire each page of that pathology report.
[AGENT][NEUTRAL] Um, even the ones, you know, just send each one of those. Give me one minute. I'm still going through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The bills, see what we have as a bill because.
[CUSTOMER][NEGATIVE] Doesn't even have my name on it. It just, oh there it says my address. It's the weirdest. I've never, well, it does, it does. It's just the weirdest biopsy report I have ever seen. And I called them twice. I'll call them back again and see if I can't get it, but it, it's just, it's like lines of, of stuff of documentation.
[AGENT][NEUTRAL] Yeah, you need to make sure it has your name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's just, and there's, there's codes.
[AGENT][NEUTRAL] And you had that, that done. When did you have that biopsy done?
[CUSTOMER][NEUTRAL] I had that initial biopsy done in October. I want to say it was the [PII]. I'm looking on here for um.
[AGENT][NEUTRAL] OK, yeah, I see that from MD [PII], OK.
[AGENT][NEUTRAL] I'm like, I'm still going through this file.
[AGENT][NEUTRAL] Give me a minute. I'm looking at the right. OK, so that was [PII]. OK, so I won't go any further. OK, so let me look at this EOB again that was sent to us. Oh, no, hold on, that's what I'm looking for. Give me a minute.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I just sent that EOB I think on the on the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK. Yeah. I'll have it.
[CUSTOMER][NEUTRAL] I just, there Aetna, Aetna is so far, so far behind on their EOBs that I just got that one.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I didn't have it when I initially sent it in.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look at that. Um, what I have, I do have the medical records, which we really can't use those. Um, so let me look for the EOB. Hold on here. That was sent on the [PII]. That was for 7 pages that we received on the [PII].
[CUSTOMER][NEUTRAL] Yes, the first, like I said, the
[AGENT][NEGATIVE] And it's really not what was sent on what we have on file for the [PII].
[AGENT][NEUTRAL] I um
[AGENT][NEUTRAL] Medical records.
[AGENT][NEUTRAL] For the [PII], we don't have the EOBs that was sent on the [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, I, I sent it on the [PII]. It's um it's a JPEG.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, it may not have went to.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] And it's, it's, I mean, I'm pulling it up on my end that says view files.
[CUSTOMER][NEUTRAL] In my uh portal, um, so it's, it's um it's the image 3731 PNG.
[AGENT][NEUTRAL] I'm, I'm going through it.
[CUSTOMER][NEUTRAL] I think it starts with 3730 is the first page of the.
[CUSTOMER][NEUTRAL] Uh, no, that's the pathology and error. OK, so the 3731 is the um.
[CUSTOMER][NEUTRAL] EOB from Aetna.
[AGENT][NEUTRAL] Yeah, hold on
[CUSTOMER][NEUTRAL] And then the next page, there's 3 pages.
[AGENT][NEUTRAL] OK, give me a minute, I'm still going through this.
[CUSTOMER][NEUTRAL] And there's the CPT code is there.
[CUSTOMER][NEUTRAL] And the for.
[AGENT][NEUTRAL] How many pages total was on that you submitted on the [PII]? It's showing that.
[CUSTOMER][NEUTRAL] 12345678
[CUSTOMER][NEUTRAL] The EOB that the first page of the EOB is the 123456 page and it's got the claim number Doctor [PII]'s name, obviously the amount billed um my share.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Then the next page, oh let me see, then the next page I think has it.
[AGENT][NEUTRAL] And you're looking at that on the portal. It said that was in the portal. OK, give me a bit. I'm gonna go.
[CUSTOMER][NEUTRAL] All the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh. And then the next one.
[AGENT][NEUTRAL] And see what I can see in that portal. Hold on here.
[AGENT][NEUTRAL] Give me a minute. I'm gonna try to get into that.
[CUSTOMER][NEUTRAL] I, I, I set them all as JPEGs, um, it.
[AGENT][NEUTRAL] Yeah, it's so I don't know why, but sometimes it does, it, it looks like it may not have picked it up to put it into our system. So give me a minute. I'm gonna go through this, see what I can see in the portal.
[AGENT][NEUTRAL] So give me a few minutes here.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And you said that was on [PII]?
[CUSTOMER][NEUTRAL] Uh, February.
[AGENT][NEUTRAL] February I mean [PII], OK.
[CUSTOMER][NEGATIVE] Yeah, that's what I sent, and they were all, they were all attached in one file. So the first page is the history, the problem with the diagnosis code as well, and then the second, you know, it's just my stuff, allergies, crap like that, and then it, it just continues on down.
[AGENT][NEUTRAL] [PII], is that.
[AGENT][NEUTRAL] Like social history.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and then, and then after that the
[AGENT][NEUTRAL] History of procedure.
[CUSTOMER][NEUTRAL] The 3rd page, uh huh, and then the 4th page is um just the progress notes. The 5th page is a continuation of that. The 6th page is my the um.
[CUSTOMER][NEUTRAL] EOB from Aetna, the 6th, 7th, and 8th page are the EOB from Aetna.
[AGENT][NEUTRAL] OK, that is odd. I'm looking on my portal and it didn't. Can I get you to upload that page, just that page again?
[CUSTOMER][POSITIVE] Yeah, let me see how I can do that.
[AGENT][NEUTRAL] Yeah, let's just go ahead and just upload it or upload it again whenever you have do your um pathology report.
[CUSTOMER][NEUTRAL] OK, now the pathology report, it looks like a bunch of garble, but it is the pathology report. I'm gonna call that doctor's office and see if they can't.
[CUSTOMER][NEGATIVE] Send me another one. They're just awful, um, but I will do that.
[AGENT][NEUTRAL] Yeah, go ahead. I try to do that again.
[CUSTOMER][POSITIVE] But I will upload, I'll upload the right now I'll upload the um.
[CUSTOMER][NEUTRAL] I don't do it right now. I'll upload the.
[AGENT][NEUTRAL] Yeah, upload it again and yeah.
[CUSTOMER][NEUTRAL] The EOB.
[AGENT][NEUTRAL] Yeah, upload that you'll be in. Tell me when it gets uploaded.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Choose files. Let's see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Hopefully, I can see it immediately.
[CUSTOMER][NEUTRAL] Let me see, there's a PDF document 24 that's it this one, sorry, that's this one.
[CUSTOMER][NEUTRAL] And this one.
[CUSTOMER][NEGATIVE] It's hard for me to see. I saved it in files and it's difficult to see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me open them first.
[CUSTOMER][NEUTRAL] Well, I'm just gonna send them and then I'll see if that's the.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] If it's the correct ones.
[CUSTOMER][NEUTRAL] That's a confirmation number, so it looks like it's done.
[AGENT][NEUTRAL] OK, so let me get back over there.
[CUSTOMER][NEUTRAL] Let me see, let me make sure it's correct.
[CUSTOMER][NEUTRAL] Files PDF document one EOB.
[CUSTOMER][NEUTRAL] Uh, let me see that might not be this might not be the correct file. Let me go back in.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'm on I'm operating on an iPad so it's hard that's not the correct file and I'm so sorry about that. Let me go back into.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know how to resend them through.
[CUSTOMER][NEUTRAL] Alright, let's see here they are.
[CUSTOMER][NEUTRAL] So I'm gonna send, I'm gonna send photos if that's OK.
[CUSTOMER][NEUTRAL] Cause I did, I did.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] I did um
[AGENT][NEUTRAL] Yeah, let me
[CUSTOMER][POSITIVE] Let me try that, OK? I'm so sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Longberry.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, I just, uh, I just recently.
[CUSTOMER][NEUTRAL] Upgraded, uh, updated my uh um operating system and it has just taken all of my photos and rearranged them not to my liking.
[AGENT][NEUTRAL] Oh, I know, then that drives me crazy.
[CUSTOMER][NEUTRAL] I've, I've got them now though.
[CUSTOMER][NEUTRAL] All right. Let's see, let's try this again. So it will be the 2nd 1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That comes through and it's submitting right now.
[CUSTOMER][NEUTRAL] And people are gonna think I'm crazy with uploading all these odd files.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Alright, it's gone through now and there's a confirmation number so it says complete.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's look it's searching. There it is, so.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, that's, there's JPEG 3733, 37, 32, and I think 3731.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Again, a bunch of the same stuff.
[AGENT][NEUTRAL] OK, so hold on here.
[AGENT][NEUTRAL] Oh, I see. Um.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] The reason we do have that document and the reason why it doesn't look like your standard type of EOB.
[CUSTOMER][NEUTRAL] Oh that's all I can get from that's all I can get from Aetna they won't let me download like the the regular EOB on their website or on their, um, I'll go back in again and see if I can, but it just it I had to I had to screenshot it because it it won't let me download it to a file my option is to isn't to save it and I don't get you know I don't get paper statements from them.
[AGENT][NEUTRAL] For us to be able.
[AGENT][NEUTRAL] Yeah, that's the reason why we.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, uh, you may have, try to see if you can get what they normally look like, you know.
[AGENT][NEUTRAL] Um, because
[CUSTOMER][POSITIVE] That's what mine always that's that's what they always look like that's what I've can.
[AGENT][NEUTRAL] Well, cause you have submitted some in the past, that was a little different um back in November, that was, looks like a standard EOB.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right. Well, I'm looking at it now again. Um, do you want?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I, I'm looking at one that you have emailed us. I mean, you, you uploaded on [PII], and that's what we're, it needs to look like in that format.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, on [PII].
[AGENT][NEUTRAL] Yeah, what you uploaded on the [PII], um, I believe what you
[CUSTOMER][NEUTRAL] See it won't let me, it won't let me download. I'm looking at like I'm looking at the claims, individual claims, and.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And on the homepage,
[CUSTOMER][NEUTRAL] I have, OK, let me go to the EOB here.
[CUSTOMER][NEUTRAL] That's the statement [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII], [PII], summary statement, view summary.
[CUSTOMER][POSITIVE] And it's, that's exactly what I sent.
[CUSTOMER][NEUTRAL] Um, it says EOB.
[CUSTOMER][NEUTRAL] Um, total cost and then the claim is, well, one is for my husband, um, for uh University of Texas, and then the one that's for me is following that, that's what I screenshot. Doctor [PII] visited. It's exactly what I sent most um.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, but it's like, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see, download PDF. Let me try that.
[AGENT][POSITIVE] Yeah, if you could do it as a PDF that might be a good deal.
[CUSTOMER][NEUTRAL] Download PDF. This is the [PII] statement. OK.
[CUSTOMER][NEUTRAL] It should be on there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Office visit, yeah, so that, OK, so is there a way I can directly send that to you, um.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Well, you can fax it, but not directly. I can't accept emails because of security that our security yeah so.
[CUSTOMER][NEUTRAL] Oh yeah, I figured that. OK, let me, let me put it in my, let me save it to my files and I'll upload it again.
[CUSTOMER][NEUTRAL] And it's gonna be
[CUSTOMER][NEUTRAL] A OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, now let me go back into my files and see if I can't find that again.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, I got it now. I'm gonna send it to you one more time.
[CUSTOMER][NEUTRAL] Uh, it should be, it, it looks to me like it's the regular.
[CUSTOMER][NEUTRAL] EOB the full, the full, not just that particular page.
[AGENT][NEUTRAL] OK, so you're, you haven't downloaded it yet?
[CUSTOMER][NEUTRAL] OK. I, I got it, yeah, I'm downloading it right this moment.
[CUSTOMER][NEUTRAL] OK, it's on its way.
[CUSTOMER][NEUTRAL] And it's, it should be there.
[AGENT][NEUTRAL] OK, let me refresh thing and I'll look at it.
[CUSTOMER][NEUTRAL] Here's the confirmation number.
[AGENT][POSITIVE] There we go. That's it. That's hopefully.
[AGENT][NEUTRAL] Oh, that's it. That is it. Great. OK. So now just get us that pathology report and, you know, if you want to, you could try to upload that one pathology report you have or ask.
[CUSTOMER][POSITIVE] Yay, yay.
[CUSTOMER][NEUTRAL] I will, I'll do that. I mean, it's just, it's so weird. I, I have looked at that pathology report, a boatload of times, but um.
[CUSTOMER][NEUTRAL] It, it's
[AGENT][NEUTRAL] Yeah, it has to be a pathology report for that biopsy that was done in October. That's what we're looking for. Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm just gonna call them and see. I pulled this, I was so frustrated, which is more information than what you need, but I was frustrated with them because they never returned the phone call with any of the results. And when I finally got a hold of them, I knew immediately that I.
[CUSTOMER][NEUTRAL] Was gonna well they said they were gonna do a scrape and burn and I said what is that? And she'll get back to me blah blah blah. Anyway, I went back to my original dermatologist that had been dropped from Aetna last year but now it's back on, but they sent me this pathology report which I did send it to my um.
[CUSTOMER][NEUTRAL] Uh, old doctor, but it's just, it's, it's, it's a
[CUSTOMER][NEUTRAL] There's just a bunch of weird lines. I'll, I'm gonna see if I can't get because there's, they did 4 biopsies, um, and so I'm gonna see if I can.
[AGENT][NEUTRAL] Yeah, just send each page for each one of them and we can look at them all and um yeah, go ahead and do that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And submit that to us, um, it will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And yeah, I keep looking for that one. you may have to ask for the medical records.
[CUSTOMER][NEUTRAL] Just keep looking, huh?
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Department. Yeah, when you call up there.
[CUSTOMER][NEUTRAL] Yeah, I'm sure that I will, um, this is, this is multiple pages and it says XML text.
[AGENT][NEUTRAL] And see if I can
[AGENT][NEUTRAL] Yeah, and they might be able to email it to you.
[CUSTOMER][NEUTRAL] And it just goes on and on and it's um.
[AGENT][NEUTRAL] Well, if you had multiple biopsies done, they're gonna have they're gonna break down each biopsy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And maybe that's why.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does it say pathology report?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And the very last page.
[CUSTOMER][NEUTRAL] It's a, it's a
[CUSTOMER][NEUTRAL] It says XML text and then it says results section and there's a bunch of diagnosis codes and procedures section and there's there's a bunch of diagnos it's it's like a single line of information all the way down the page.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't know if that would be what we're looking for. Yeah, just call them and tell them you need that pathology report showing what the, you know, the, the results are from the pathology.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And ask for their medical records.
[CUSTOMER][NEUTRAL] All right. Yeah, it's
[CUSTOMER][NEUTRAL] It's, this is what they sent me the last time, but there's got to be something because I asked for that to take to my, the, the doctor that I was going, you know, I was switched to, and this is what they sent me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, I'll, I'll try and get something, something better.
[AGENT][NEUTRAL] Oh, OK. Well, we'll be looking for. Is there anything else I can help you out with, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] I think that's all. I think that's all. Thank you so much. All right.
[AGENT][POSITIVE] OK. Well, uh, my pleasure. You have a wonderful day and thank you for calling American Public Life. You're welcome. Goodbye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Well, here, here it is basal cell carcinoma.
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][NEGATIVE] It's not written like a normal.
[AGENT][NEUTRAL] If you want to just go ahead and upload that and let me look at it.
[CUSTOMER][NEUTRAL] And there's a code
[CUSTOMER][NEUTRAL] OK, I'll send that as well. It just says XML text. I'm looking to see it's multiple pages, um.
[AGENT][NEUTRAL] Yeah, that's fine. I mean, yeah, they usually are multiple pages when there's more than one biopsy.
[CUSTOMER][NEUTRAL] I'm looking to see where oh here's patient, but it doesn't say it has my address and my zip code and my name, but it's um it has.
[AGENT][NEUTRAL] Does they have a date.
[AGENT][NEUTRAL] And a lot of pathology reports from skin cancer, they're kind of funky anyway, so they're kinda odd.
[CUSTOMER][NEUTRAL] I've never seen one like this. It's really weird. Um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't, there's the name again.
[CUSTOMER][NEUTRAL] And the author.
[CUSTOMER][NEUTRAL] And the codes. I don't see a date on it, clinical documents.
[CUSTOMER][NEGATIVE] Well, I'm gonna work on it. I'm gonna try and get something better than this. I mean, it, it's just, it's extremely difficult to read. It's got, it's just not, it's not what I'm looking for, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, um, we'll just keep our eye out for it and just um see what you can get us and if, you know, just let us look at it, maybe it'll work, you know, whatever you get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK awesome OK thank you so much, but that I'm assuming it will just be attached to that file that I sent you with the EOB.
[AGENT][NEUTRAL] OK. My.
[AGENT][POSITIVE] Yes, it will. Yeah, they, they'll look for it through that. Oh, my pleasure. Uh, my pleasure. You have a great day, Ms. [PII], and thank you for calling American Public Life.
[CUSTOMER][POSITIVE] OK, thanks so much. I really appreciate your time.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.