AccountId: 011433970860
ContactId: 6f436603-4f87-4f4a-9351-833a07b52be2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1532099 ms
Total Talk Time (AGENT): 695341 ms
Total Talk Time (CUSTOMER): 543491 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/6f436603-4f87-4f4a-9351-833a07b52be2_20250110T17:35_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I'm calling on behalf of my wife, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need to check the status on a claim.
[CUSTOMER][NEUTRAL] Um, and then I have a couple other questions about.
[AGENT][POSITIVE] Absolutely
[CUSTOMER][NEUTRAL] Claims also
[AGENT][POSITIVE] It would be my pleasure to assist you, Mr. [PII]. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do 02533255.
[AGENT][NEUTRAL] Thank you. And what is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Have you all sent in an authorization form to give us permission to speak with you regarding her claims or benefits?
[CUSTOMER][NEUTRAL] No, I've got a power of attorney form um that I gotta send in.
[CUSTOMER][NEUTRAL] I just gotta figure out how to get it to you.
[AGENT][POSITIVE] OK. Well, I can help you with that too.
[CUSTOMER][NEGATIVE] So I'm stuck in a I'm stuck in a hotel room, so.
[AGENT][POSITIVE] Oh bless your heart.
[AGENT][NEUTRAL] OK, so what is a good callback number, Mr. [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] You can call my phone [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And she's out here, you need permission real quick to talk to me if you can.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I was just fixing to ask you if I could get permission from Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, go ahead, you're on speaker phone. Yeah.
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. I just checking to make sure you give us verbal permission for this call to speak with your husband [PII] regarding your claims or benefits. All right, well.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] It would be my pleasure to assist you today. Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, yes ma'am, you've been very nice by the way.
[AGENT][NEUTRAL] All right, and I'm putting it in the notes.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEGATIVE] So far, the last, last two people I've talked to have been extremely rude.
[AGENT][POSITIVE] I am so sorry to hear that there's no reason in the world for anyone to be rude. I'm sorry. You're gonna get me on my preaching box.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Very good, very good, very good.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so let's see what we can do to help you. Now, are you calling regarding claim status? Is that what I understand?
[CUSTOMER][NEUTRAL] Yeah, I just
[CUSTOMER][NEUTRAL] We're having a, and this is the hardest policy to get claims done for some reason, um.
[CUSTOMER][NEUTRAL] But yes, I just sent in like 3 days ago, 4 days ago, um, another itemized statement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's like a $191,000.
[CUSTOMER][NEUTRAL] Bill from the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] That just hurts my heart to hear that cost.
[CUSTOMER][NEUTRAL] Oh, that's not even, that's just one of them.
[CUSTOMER][NEUTRAL] We're up to
[CUSTOMER][NEUTRAL] I think the total is like 1.5 million already, just in a month.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Well, don't panic. We're here to help you any way we can.
[AGENT][NEUTRAL] I would be panicking. I'm sorry. I, I say don't panic, but I would be panicking.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just wanna make sure we're getting she's getting everything that she's been paying for for 20 something years or whatever so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so I do see that we did process a claim with that first occurrence benefit. have you received that yet?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yes, that's already been
[CUSTOMER][NEUTRAL] Here and used
[AGENT][NEUTRAL] OK, so that's good. So we've got the pathology report.
[AGENT][NEUTRAL] And I do see that we received documents on 17.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They were uploaded on the portal. They've not been processed yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK, how long does that usually take? That's the problem we run into is it takes forever.
[AGENT][POSITIVE] Yeah, with cancer claims it is a little bit more in depth and they review everything sent in and make sure that you get all the benefits payable.
[AGENT][NEUTRAL] So it is a little bit more, I mean, I mean they review it in depth, so it does take a little longer to process a cancer claim.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we just received it on the [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now the last one I'm showing we've received the claim on the [PII] and processed on the [PII].
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] Yeah, that's the first initial claim, right?
[AGENT][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Yeah, because I've only gotten 11.
[CUSTOMER][NEUTRAL] Direct deposit from.
[CUSTOMER][NEUTRAL] From y'all.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I'm checking this claim.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I know like yesterday she put they had her, she, they had to put in her port.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For her chemo, so that was another surg[PII] um she starts, start the chemotherapy on Tuesday, um.
[CUSTOMER][NEUTRAL] So we haven't really even got into the actual treatment of the cancer stuff yet because she's been sick and had to have surgery and a colostomy done and all kinds of stuff, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I was checking this claim. Now, anytime that there is a surgery or treatment, we're going to need an itemized bill.
[AGENT][NEUTRAL] With all the charges identified, so that means with the diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for the anesthesia and your hospitalization,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We're needing the itemized bills for 12:17.
[CUSTOMER][NEUTRAL] Yeah, what else?
[CUSTOMER][NEUTRAL] 12:17.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 12:17.
[AGENT][NEUTRAL] For [PII], 2024.
[AGENT][NEUTRAL] Let's see what that is.
[CUSTOMER][NEUTRAL] She didn't
[CUSTOMER][NEGATIVE] He didn't even get here so.
[AGENT][NEUTRAL] Let's see what this is for.
[AGENT][NEUTRAL] For the anesthesia for the surgery on 12-17-24.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] For a doctor, um, looks like the surgeon was Doctor [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, that was for her colonoscopy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was done or that actually confirmed the cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what that, that, that's what that is, but um.
[CUSTOMER][NEGATIVE] I'm more worried about the $191,000 bill.
[CUSTOMER][NEUTRAL] If that's got the most
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The most things on it and I believe it is itemized if I'm not mistaken, I did it as a
[CUSTOMER][NEUTRAL] Itemized on there.
[AGENT][NEUTRAL] Let me take a quick look.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Because there's
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm trying to pull the document up, so.
[CUSTOMER][NEUTRAL] OK, yeah, I'm trying to pull it up on my end too here.
[AGENT][NEUTRAL] I can just take a quick look now.
[CUSTOMER][NEUTRAL] Yeah, I know it was because.
[AGENT][NEUTRAL] I'm not an examiner, so.
[CUSTOMER][NEUTRAL] Yeah, because you can see all the.
[CUSTOMER][NEUTRAL] $2 they charge for medications and all that kind of stuff on that one.
[AGENT][NEUTRAL] The charges.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, but anytime.
[CUSTOMER][NEUTRAL] So I know there's a lot to look at on them.
[AGENT][NEUTRAL] Yeah, so anytime.
[AGENT][NEGATIVE] I'm still just looking at that balance. Oh, that just hurts me. Anyway.
[CUSTOMER][NEUTRAL] Yeah, me too.
[AGENT][NEUTRAL] Um, I'm sure, but you know what? You gotta do what you gotta do.
[AGENT][POSITIVE] And Ms. [PII]'s gonna get better and, and it'll all be worth it.
[CUSTOMER][NEUTRAL] You gotta do it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] That's what we're praying for.
[AGENT][POSITIVE] That's right. And that's the best thing to do.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] So, yeah, anytime that there are surgical procedures or treatment, be sure to get an itemized bill for all the charges.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I will.
[AGENT][NEUTRAL] And that's what they're gonna need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you know, excuse me, you know, to view your policy, you just click on the policy number on that portal and you can view everything that's covered.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, I've got the coverage of it. I just, I don't know what it means until it starts paying out. I mean this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Some of it's so confusing on.
[CUSTOMER][NEGATIVE] What we get paid for and not get paid for and.
[AGENT][NEGATIVE] It is confusing.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEGATIVE] And and especially going through everything and then trying to figure out everything as well, I'm sure it's completely overwhelming.
[CUSTOMER][NEUTRAL] I sit in my.
[CUSTOMER][NEUTRAL] Yeah, I sent in a claim on the original $5000.01 that y'all did.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For me with my
[CUSTOMER][NEUTRAL] Bank statement from my airline.
[CUSTOMER][NEUTRAL] Ticket that I had to do to get her to the emergency room in [PII] because we're from [PII].
[CUSTOMER][NEGATIVE] 7 hours away and they didn't pay me on that one for some reason, and I thought they paid me on airfare travel reimbursement.
[AGENT][NEUTRAL] Yeah let me look at that also.
[CUSTOMER][NEUTRAL] And you may not have had the right documentation but.
[CUSTOMER][NEUTRAL] I don't know what else to send you other than the.
[CUSTOMER][NEUTRAL] My bank card statement that showed Southwest Airlines and the date on there.
[AGENT][NEUTRAL] OK, so it's not that they have denied it, they just need the itemized hospital billing with all the charges for that data service.
[AGENT][NEUTRAL] And that's the same thing that they're.
[CUSTOMER][NEUTRAL] For the airline?
[AGENT][NEUTRAL] So yeah, because that will indicate that she was in fact there for treatment, but they have to have that itemized bill for that data service. So with the transportation if you're looking at your policy or Ms. [PII]'s policy, let me get that pulled up and we'll look at the transportation benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they have to have the.
[AGENT][NEUTRAL] Address of the facility with the itemized bill for the facility for transportation.
[CUSTOMER][NEGATIVE] Should not be on.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My admission report at OU Health, University of O[PII].
[AGENT][NEUTRAL] Well, it would
[CUSTOMER][NEUTRAL] That I didn't
[AGENT][NEUTRAL] Yeah, it could be on
[CUSTOMER][NEUTRAL] It shows that
[AGENT][NEUTRAL] On that
[CUSTOMER][NEUTRAL] Address
[AGENT][NEUTRAL] It looks like they're needing the itemized bill for that surgery though for the hospital.
[AGENT][NEUTRAL] For that just that data service, the [PII]/20.
[CUSTOMER][NEUTRAL] For what?
[CUSTOMER][NEUTRAL] For the [PII]th?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of December, is that when you flew in? It was on the [PII]?
[CUSTOMER][NEUTRAL] So for the
[CUSTOMER][NEUTRAL] Yes, we flew in on the [PII] and was admitted to the hospital on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But part of that 191,000 is that bill.
[AGENT][POSITIVE] OK, so that may satisfy that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and then I've got two other bills that I don't think I've seen in yet that says.
[CUSTOMER][NEUTRAL] Yeah, I got one for another 1000. I got one for 6000.
[CUSTOMER][NEUTRAL] Um, another one for 5200.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I haven't even sent in yet.
[AGENT][NEUTRAL] And that's that's fine. There is no time frame for submitting claims just just to kind of let you know on that.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] And here's the, here's the thing that's gonna make it even easier for you.
[CUSTOMER][NEUTRAL] Yeah, I just
[CUSTOMER][NEUTRAL] need
[AGENT][NEUTRAL] If you have
[AGENT][NEUTRAL] Charges that are covered under the policy. If you're looking at the policy and you're looking at the benefits on the schedule of benefits page and you see transportation or lodging. Now the lodging we're gonna need a receipt for lodging with the days that you're there.
[CUSTOMER][NEUTRAL] I have one right now for 5 days from the hotel that I gotta get submitted and then I'll do another one in 5 days.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, that's fine, but if you're looking at there on your and you see a benefit for let's just say medical equipment you're not sure exactly what that is, you send us those itemized bills and let us review them.
[AGENT][NEUTRAL] And that way
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, we're gonna try to pay you every benefit on this policy.
[AGENT][NEUTRAL] With and each time we're gonna need that itemized bill from the facility, from the hospital, from the doctor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they may request additional information it's just that we have to have specific documents for benefits.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then like on my.
[AGENT][NEUTRAL] But we would
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Airline ticket that shows, I mean my airline ticket was $936.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then what kind of receipt other than uh.
[CUSTOMER][NEUTRAL] My billing, my credit card, my bank statement.
[AGENT][NEUTRAL] Yeah, you're fine.
[CUSTOMER][NEUTRAL] What you need for that?
[AGENT][NEUTRAL] So that will be if you what they're actually requesting for the transportation benefit is the fully itemized hospital or facility billing with all the charges identified and I think you've sent that in.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] And that was for 12:20.
[CUSTOMER][NEUTRAL] Yeah, I did that for the first.
[CUSTOMER][NEUTRAL] Yeah, I sent that in for the 1st $200,000 of it on that last, that last the claim that I'm waiting on for the $191,000 that they, that was, that we were charged. I mean, that right there is.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Pretty much everything from the day that she was admitted to the hospital.
[CUSTOMER][NEUTRAL] Um, to discharge from that from the hospital. Now we've got bills coming in that are
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Just now coming in.
[AGENT][POSITIVE] Right, and I, and I believe that that document that you uploaded on the 7th will satisfy.
[AGENT][NEUTRAL] Um, that
[AGENT][NEUTRAL] Information requested on that last claim, the itemized bill.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And what they're gonna do is just, just kind of let you know on these past claims if they pay a claim but they see that there's additional information needed when you submit that, say like on the 7th when you submitted those documents they're gonna go back.
[AGENT][NEUTRAL] And look at the previous documents.
[AGENT][POSITIVE] And match up the information to pay every benefit that they can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So as long as I just send you that in my statement, y'all can, y'all, y'all can figure out what is needs to be paid to her and so forth.
[AGENT][NEUTRAL] Right, as long as we have that hospital bill because like for transportation and lodging, they're gonna need that facility itemized bill.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] And they may ask for specific things and just, you know, along the way if you have any questions or anything, never hesitate to give us a call on our website there is a third party authorization form.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If Ms. [PII] will complete that you can upload it.
[AGENT][NEUTRAL] Just like a claim document?
[AGENT][POSITIVE] And that way we'll have verbal per I mean permission to speak with you in the future and she won't have to give us the verbal permission and that might make it easier for you as well.
[CUSTOMER][NEUTRAL] Mm well, where's that at?
[AGENT][NEUTRAL] If you go into the claims and forms portion online.
[CUSTOMER][NEUTRAL] Claim forms I mean.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] There should be a third party authorization form or an authorization form.
[CUSTOMER][NEUTRAL] Under claims and forms.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] If not I can email you a form.
[CUSTOMER][NEUTRAL] Let's see file claims signing register mail paper fax document.
[AGENT][NEUTRAL] It should be under the claim forms.
[CUSTOMER][NEUTRAL] OK we go pretty quick.
[CUSTOMER][NEGATIVE] I really loss of love.
[AGENT][NEUTRAL] You want me just to email you a copy of it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it the spousal, oh, it's not the spousal labor form, is it?
[AGENT][NEUTRAL] Um, it's gonna be the um authorization to disclose information.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's gonna
[AGENT][NEUTRAL] Authorization to disclose protected health information.
[CUSTOMER][NEUTRAL] Yeah, I don't yeah you might just email it to.
[AGENT][NEUTRAL] Yeah, let me
[CUSTOMER][NEUTRAL] The [PII]y. Wilsons email that's on file.
[AGENT][POSITIVE] I'll be happy to email this to you.
[CUSTOMER][NEGATIVE] It's not.
[AGENT][NEUTRAL] And you can just upload it like I said the same way you do a claim form and we'll have it on file.
[AGENT][NEUTRAL] And that way
[AGENT][NEUTRAL] You know we won't have to get that verbal permission for each call.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just trying to think of some things that might make it easier for you and her email address is [PII]y. Wilkins@midland IS.net or do we need to change that to a personal?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No, that's fine for right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm emailing that right now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], how do you spell your name? Is it S H A W N or [PII] W N?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] SA yep, the right way.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] In the right way, I agree.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Original and right way.
[CUSTOMER][POSITIVE] You doing it that way, yes, ma'am.
[AGENT][NEUTRAL] All right, I just, um.
[AGENT][NEUTRAL] Email that to her address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would just wanna check and make sure you can open the attachment.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm waiting for it to pop up on my side here.
[AGENT][NEUTRAL] It's gonna be from care team.
[CUSTOMER][NEUTRAL] Care OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Make sure you don't go to my phone.
[CUSTOMER][NEUTRAL] 13 year old.
[CUSTOMER][NEUTRAL] Got it. Let's see.
[CUSTOMER][NEUTRAL] Will it pre let me?
[CUSTOMER][NEUTRAL] I've got print this out, fill it out, and then scan it back in.
[AGENT][NEUTRAL] You know what? You should.
[AGENT][NEUTRAL] Let me check one thing for you because.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, that's maybe unless.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Should be able to get that off online and make it fillable online for you, but let's let me take a quick look.
[CUSTOMER][NEUTRAL] Uh, let me see
[AGENT][NEUTRAL] I'll look into the claims and forms section just on our website, not on the portal that might be easier.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't see the authorization form under those listed.
[AGENT][NEUTRAL] Yeah, so you can just complete it and then just um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You can screenshot it and we can use the.
[AGENT][NEUTRAL] A screenshot as long as it's legible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll work I'm gonna print this.
[CUSTOMER][NEUTRAL] I can go find me a cleaner.
[CUSTOMER][NEUTRAL] OK, I'll get this.
[CUSTOMER][NEUTRAL] Try to get this printed and filled out. Oh, there we go. It's actually letting me to.
[AGENT][NEUTRAL] Is it letting it do you? Letting it do you? Is it letting you do it? Sorry about that.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] The equipment
[CUSTOMER][NEUTRAL] No, you did it. It's letting me fill it out now, so I had to save it to PDF, but I'm still gonna have to, OK, I got it.
[CUSTOMER][NEUTRAL] OK, so often I you don't need a copy of the power of attorney stuff since we're filling this out.
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] Go ahead and send that in because that POA will give you um also authorization with customer service if there's any.
[AGENT][NEUTRAL] You know, thing you need to discuss with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Now this authorization form will give us, you know, authorization to speak with you regarding medical information.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, I will get this filled out and.
[CUSTOMER][NEUTRAL] Get this sent over to you and then I'll upload these other plans and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That that's it for right now.
[AGENT][POSITIVE] And you know if you need anything you never hesitate to give us a call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am, I sure will. I hope I get you next month.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Well, it'll be my pleasure to assist you anytime. My name is Alicia. I don't have a direct extension. If I'm available, I will be happy to assist y'all. I'm on the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Very cheap. OK.
[AGENT][NEUTRAL] Mhm. And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are, are y'all up there in all that snow?
[CUSTOMER][NEUTRAL] We are
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][POSITIVE] Well, yeah, it's nice today though. It's a lot of snow, but um it's not snowing right now, but I got quite a bit yesterday, so.
[AGENT][NEUTRAL] So you just
[CUSTOMER][NEUTRAL] Or last night.
[AGENT][POSITIVE] That'll make a pretty view at least.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Absolutely. OK, well, I'll get this sent over there to you Mr. Alicia, and hopefully some of this stuff will start paying out pretty quick.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, sir. I certainly hope so. I know that they will try to get those benefits for you. And again, if you think something may be covered, you send it in.
[AGENT][NEUTRAL] You don't have to worry about. Just send us the documents and let us check it for you, and if they need if just know that if they're asking for additional benefit or documents, it is because it could be a covered charge so.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. I appreciate your help, Alicia.
[AGENT][POSITIVE] It's been my pleasure, Shaun, and I hope you and Mary have a wonderful evening. Y'all stay warm, and I just have, I just know in my heart that everything's gonna be OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am. I appreciate it.
[AGENT][POSITIVE] Yes, sir, and y'all take care and let, let us know if we can do anything else to help you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you. Bye.
[AGENT][POSITIVE] All right. Thank you for calling ATL y'all take care.
[CUSTOMER][NEUTRAL] Uh-huh