AccountId: 011433970860
ContactId: 708a7d57-4746-4fc8-a27d-846a8aeb196e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1558939 ms
Total Talk Time (AGENT): 743976 ms
Total Talk Time (CUSTOMER): 477676 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/708a7d57-4746-4fc8-a27d-846a8aeb196e_20250425T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and I want to call and get some information um about
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What y'all pay for radiation?
[AGENT][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] Under our plan.
[AGENT][NEUTRAL] OK, you are wanting to find out about radiation benefits on your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. And you said that you're, uh, yes ma'am, I can help you with that. And you said your last name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is a good callback number?
[CUSTOMER][POSITIVE] Thanks. I, I wrote.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][POSITIVE] Thank you and your policy.
[CUSTOMER][NEUTRAL] And this may be my
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] My number maybe I said my number may be 711-221 that's what I had on my phone.
[AGENT][NEUTRAL] OK, that's your policy number?
[CUSTOMER][NEUTRAL] I'm guessing. I don't know. I would have written it down.
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] All right, just one moment please, for me to get your policy information pulled up.
[AGENT][NEUTRAL] OK, and Miss, excuse me, Miss [PII], I will need to verify several things with you first for security purposes and also any information that's provided.
[AGENT][NEUTRAL] would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also the home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] The cell phone [PII], yes ma'am.
[AGENT][POSITIVE] Alright thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much. So again, any information, Ms. [PII], that I do provide will be a verification of benefits and not a guarantee of payment. So on your cancer policy for chemo and radiation therapy, the maximum benefit amount is $10,000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. This is a dumb question, but um, how much does radiation usually cost?
[AGENT][NEGATIVE] Oh, I could not even begin to.
[AGENT][NEUTRAL] I, I, I, I really, yes, ma'am. I would not be able, I have no idea either, actually.
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] OK. Does it pay any travel or anything? Any mileage?
[AGENT][NEUTRAL] No, ma'am, your policy does not have a benefit for mileage on it.
[AGENT][NEUTRAL] It has the first occurrence and diagnosis benefits, a daily hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Confinement benefits.
[AGENT][NEUTRAL] And then your chemo.
[CUSTOMER][NEUTRAL] Alright, wait a minute you said first occurrence, what, what was that thing you said?
[AGENT][POSITIVE] It's, it's one benefit. It's a first occurrence in diagnosis benefit.
[AGENT][NEUTRAL] And that's $1000.
[AGENT][NEUTRAL] And then you have a daily hospital benefit of $200 and then your chemo and radiation.
[CUSTOMER][NEUTRAL] OK. Does it pay like if they do like a CT scan?
[AGENT][NEGATIVE] No, ma'am. It does not.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Those are the only benefits. Uh-huh.
[CUSTOMER][NEUTRAL] Can you look and see.
[CUSTOMER][NEUTRAL] OK. Has the first occurrence been used on either me or my husband?
[AGENT][NEUTRAL] You all have both been diagnosed with cancer?
[CUSTOMER][NEUTRAL] No, no, I've had skin cancer before, but um he's been diagnosed with melanoma on his head.
[CUSTOMER][NEUTRAL] And he's gonna have to have radiation every day, 5 days a week for.
[CUSTOMER][NEUTRAL] I don't know, 567 or 8 weeks.
[AGENT][NEUTRAL] OK. And when, um, when was he diagnosed, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I believe 3.
[CUSTOMER][NEUTRAL] And I'll tell you one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] They did a, he was at the skin doctor and they did a biopsy, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then they did another biopsy on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this year, though, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, does it pay anything different on biopsies?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, on, um, and you, neither one of you have been diagnosed with cancer before. Is that correct? Internal cancer?
[CUSTOMER][NEGATIVE] No, not internal cancer, no.
[AGENT][NEGATIVE] I do not see where we have ever paid.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Will it pay will it pay on the radiation for this?
[AGENT][NEUTRAL] I, we will have to just receive the claim, uh, Ms. [PII], along with the other required documentation for review to determine benefit eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so what do I need to give the people at the cancer center?
[AGENT][NEUTRAL] And I can
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] What do they need?
[AGENT][NEUTRAL] If they will file the claims for you, you would just need to present him, OK, your policy number and our in our mailing address for claims.
[CUSTOMER][NEUTRAL] They will.
[AGENT][POSITIVE] Now, I can give you the web.
[CUSTOMER][NEUTRAL] Alright, what's the, what's the policy number? Excuse me, what, what's the policy number 711221? OK. And what's y'all's address?
[AGENT][NEUTRAL] The one you gave me.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that zip code, OK, the zip code is [PII].
[CUSTOMER][NEUTRAL] What's the zip?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, that's [PII] [PII] and is under American public.
[AGENT][NEUTRAL] American Public Life, yes ma'am, or APL and make sure it goes to attention claims department.
[AGENT][NEUTRAL] And I can forgive you the website, Ms. [PII], where the cancer claim form is so that you'll know what documents would need to be submitted for this type of claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I can see you are to set up in in our portal online, but you would go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] AM Public.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, so again, that's [PII].
[CUSTOMER][NEUTRAL] Alright, [PII], yeah.
[AGENT][NEUTRAL] Uh-huh. When that page pulls up.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Correct, when that page pulls up, you're gonna see a link that says claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You would click on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You will scroll down the page.
[AGENT][NEUTRAL] And it will have an, uh, large bold black letters, claim forms and policy change documents.
[AGENT][NEUTRAL] And right below that there's gonna be a small box that says filter by product with a green drop down arrow in it.
[AGENT][NEUTRAL] And you will click on that green arrow.
[AGENT][NEUTRAL] It's gonna give you a list of forms and you're looking for the word cancer.
[AGENT][NEUTRAL] So just click on the word cancer.
[AGENT][NEUTRAL] And now on your screen out to the right you should see a blue button that says download claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or download form. I'm sorry, it just says download form and you would just click on that blue button.
[AGENT][NEUTRAL] And the claim form should open up?
[AGENT][NEUTRAL] And that entire first page of the claim form.
[AGENT][NEUTRAL] You can use as a checklist if you will.
[AGENT][NEUTRAL] On what's required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sure they're, they, they may have already dealt with y'all before, but I know that the lady we met with yesterday, the navigator lady, um, she didn't have any figures or anything. They were waiting till the end of the month for something to populate, um, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I forgot what I was gonna say. Yeah.
[CUSTOMER][NEUTRAL] I don't know, maybe come back, maybe it'll come back in my mind. I don't know.
[CUSTOMER][NEUTRAL] Oh, I know. She said that they would file it after the after all the treatments.
[CUSTOMER][NEUTRAL] But this is a form we would submit.
[AGENT][NEUTRAL] Well, we will have to have.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. Now,
[AGENT][NEUTRAL] We will have to have the itemized bills.
[AGENT][NEUTRAL] That's part of what is on those instructions.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, we'll have to have itemized bills, explanation of benefits from the primary insurance, um, the pathology report, diagnosing the cancer.
[CUSTOMER][NEUTRAL] Well ma'am, from primary insurance. All the
[AGENT][NEGATIVE] Well, again, I would, yes, ma'am. All of that's on that. I wouldn't try to write all that down really because it's all bulleted.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now, is there any
[AGENT][NEUTRAL] Oh that's on.
[CUSTOMER][NEUTRAL] Is there anything that needs to be done when you earlier you mentioned.
[CUSTOMER][NEUTRAL] To see I guess what.
[CUSTOMER][NEUTRAL] Coverage we did have, is there anything we need to do in advance?
[CUSTOMER][NEUTRAL] Um, if, if she's saying if they're not gonna file and I haven't talked to the insurance lady, but if she's saying they don't file it till the end, that might be 8, 10 weeks from now. Um, do you need to know now?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That this might be gonna happen or?
[AGENT][NEUTRAL] Well, at this point, at this point, the cancer, the initial claim could be filed for the positive diagnosis of cancer for us to review for that.
[AGENT][NEUTRAL] Um, first occurrence benefit for the diagnosis benefit, but as far as any of the treatment, I mean, there would not be any benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Payable until we receive all of that information for review.
[CUSTOMER][NEUTRAL] OK, and, and for the initial claim for diagnosis, I need to submit what?
[AGENT][NEUTRAL] The claim form
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The pathology.
[AGENT][NEUTRAL] Reports showing the positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Along with any, you know, itemized billing and your explanation of benefits from your primary insurance.
[AGENT][NEUTRAL] But again, that information is all on that first page of that claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Letting you know exactly.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And why do you need to, what's come, why do you need what's gone to the primary insurance?
[AGENT][NEUTRAL] That's just one of the insurance requirements on this, on this type of policy.
[CUSTOMER][NEUTRAL] Does that say
[CUSTOMER][NEUTRAL] OK, it pays in addition to what my insurance is paid, right?
[AGENT][MIXED] Correct, but we still have to have that.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. All right, um.
[CUSTOMER][NEUTRAL] But we, we met with him yesterday. Does it pay for that initial consultation?
[AGENT][NEGATIVE] No, there's not a, there's not a benefit for a visit. No, ma'am.
[CUSTOMER][NEGATIVE] OK, and there's no benefit.
[CUSTOMER][POSITIVE] That benefit.
[CUSTOMER][NEUTRAL] For the consultation.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] And there's no benefit for the biopsy, right?
[AGENT][NEUTRAL] According to what I see.
[CUSTOMER][NEUTRAL] I mean, do we file the this.
[AGENT][NEUTRAL] I mean, I don't see that. Um.
[AGENT][NEUTRAL] That's not part of, I don't see that particular benefit showing on your plan.
[AGENT][NEUTRAL] But if in question, you could submit the information for us to review because it does look like we have reviewed in the past.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] A long time ago. It does look like we've reviewed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Those are all wellness, but.
[AGENT][NEUTRAL] And I'm also going to send a request to make this full policy information viewable online as well.
[CUSTOMER][NEUTRAL] OK, I thought.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it's not currently. And it's because you just, you know, as long as you've had this policy with us, a lot of the older policies, we'd have to submit those requests as we run into them to make them viewable, but I am gonna send that request.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right. Um, let's see what else I need to know. So I can get the dermatology people to submit it like they ordinarily would submit it. It's just that it wouldn't be followed by surgery.
[CUSTOMER][NEUTRAL] It's gonna be followed by radiation at the at the cancer center.
[CUSTOMER][NEUTRAL] Am I right on that?
[AGENT][NEUTRAL] Yes, whoever, I mean.
[AGENT][NEUTRAL] So you're saying you're gonna get the dermatology to try to file for the treatment at the cancer center?
[CUSTOMER][NEUTRAL] No, what I'm saying is I can get the dermatology billing people to file the first thing which was, it would have been the visit, the biopsy reports, pathology reports, all that.
[AGENT][POSITIVE] Yes, ma'am. If they'll file that for you, you can.
[CUSTOMER][NEUTRAL] It's just that ordinarily it.
[CUSTOMER][NEUTRAL] Yeah, see, ordinarily it would be followed by.
[CUSTOMER][NEUTRAL] The most surgery or some type of surgery, but in this case it's gonna be followed by radiation which is gonna be over at the cancer center.
[AGENT][NEUTRAL] Mhm. So then they would file the claims, right, for those services.
[CUSTOMER][NEUTRAL] See what I'm saying.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So I'll, I'll get the dermatology people to do the initial thing.
[CUSTOMER][NEUTRAL] And um then from after that we'll be dealing with the um.
[CUSTOMER][NEUTRAL] The cure Cancer Center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Um, now I, I know I've got some wellness benefits. So, can you look and see if a cancer on me was submitted from probably December a year ago?
[CUSTOMER][NEUTRAL] I've forgot I've lost track of what December it was now.
[CUSTOMER][NEUTRAL] Either in [PII] or [PII] wouldn't been [PII] would've been [PII], I don't think it was [PII].
[CUSTOMER][NEUTRAL] On my nose.
[AGENT][NEUTRAL] OK, so from, OK.
[AGENT][NEUTRAL] So we received a claim back in [PII] for you, but that was for OK the claim was received in.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] For multiple different dates of service dating back to [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that was probably the wellness thing.
[AGENT][NEUTRAL] Well, there was a, it shows there's a surgery, um.
[AGENT][NEUTRAL] December, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] No, this was newer than that. This doctor, the doctor would have been Doctor [PII]. It, it probably was [PII].
[AGENT][NEUTRAL] OK, give me just because there's only one other claim. So yes, there was a surgery, yes, and a wellness submitted for [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] Georgia Dermatology clinic was, mhm, yes, ma'am. We did receive those.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you would, you can see that claim in your, mhm, you can see that in your portal. When you log in, it's gonna be the most recent claim that we process for you.
[CUSTOMER][NEUTRAL] OK, and that was for me.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] The claim number ends in.
[CUSTOMER][NEUTRAL] What years do I still owe y'all wellness for?
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I got pretty well got caught up, I think, I think one time I pretty well got caught up.
[CUSTOMER][POSITIVE] But I think I still owe some.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] On cancer things like this, do they usually wait until the end to submit or do they usually do it periodically?
[AGENT][NEUTRAL] It's dependent it's just depend, it can be done either way. Most insureds file their own and some feel that it's easier to file it as they go so that they don't forget to submit anything and keep track of it, you know, as they go along.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And some will wait until the end, but most people, I don't wanna say most, I would say a high majority file it as they go along.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is gonna be every day, 5 days a week for
[CUSTOMER][NEUTRAL] Several weeks.
[AGENT][NEUTRAL] Right, so that may be easier for you to just submit at the end.
[AGENT][NEUTRAL] OK, so give me just a moment to try and see what I can see.
[AGENT][NEUTRAL] OK, so how far back are you wanting me to look for you because that's.
[CUSTOMER][NEUTRAL] I think it started in [PII]. We'll go all the way back.
[AGENT][NEUTRAL] OK, so, wellness claims were filed for both of you that year also for 2010.
[AGENT][NEUTRAL] Also for 2011.
[AGENT][NEUTRAL] Um, 2012.
[AGENT][NEUTRAL] 2013.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then I hit the wrong button, Ms. [PII]. Hold on just a moment.
[CUSTOMER][NEUTRAL] Uh-huh. That's OK. You're, you're fine.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][NEUTRAL] You're welcome. So 13 was filed.
[AGENT][NEUTRAL] 14.
[AGENT][NEUTRAL] 15.
[AGENT][NEUTRAL] 16.
[AGENT][NEUTRAL] 17.
[AGENT][NEUTRAL] 18.
[AGENT][NEUTRAL] OK, let me, let me go back here.
[AGENT][NEUTRAL] Alright, let's
[AGENT][NEUTRAL] OK, so let's go back to 2012. It appears that was only filed for Mr. [PII].
[CUSTOMER][POSITIVE] Alright, so I owe you 2012, OK.
[AGENT][NEUTRAL] And also,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2014 for you needs to be would be we did not receive a claim for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also 2016 for you we need.
[AGENT][NEUTRAL] 17 also for you.
[AGENT][NEGATIVE] Does not show we received.
[AGENT][NEUTRAL] [PII] also for you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Goodness, I thought I called up more. I must not have.
[AGENT][NEUTRAL] Neither one of you in [PII].
[CUSTOMER][NEUTRAL] Alright, wait a minute it's just me in [PII], but both of us in [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Both of us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Need for you in [PII].
[AGENT][NEUTRAL] Both of you filed in [PII].
[AGENT][NEUTRAL] And for last year, uh, neither one of you.
[AGENT][NEGATIVE] For [PII], neither one of you.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, and what, and I can't remember what else.
[CUSTOMER][NEUTRAL] Can you submit under wellness?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Is it too much name?
[AGENT][POSITIVE] I'm so sorry. Say that again.
[CUSTOMER][NEUTRAL] Um, what kind of things can you submit for wellness?
[AGENT][NEUTRAL] Mammograms.
[CUSTOMER][NEUTRAL] So you saw use the Pap smear. Uh mammograms can be, OK.
[AGENT][NEUTRAL] Pap smear.
[AGENT][NEUTRAL] Pap smear. Yes, ma'am. Those
[AGENT][NEUTRAL] PSA.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Any really any acceptable screening can be reviewed, we would review.
[CUSTOMER][NEUTRAL] Like, what do you mean?
[AGENT][NEUTRAL] It's approved by the American.
[CUSTOMER][NEUTRAL] What about when you have a polo? What?
[AGENT][NEUTRAL] Yes, we can review that.
[CUSTOMER][NEUTRAL] What about when you have a colonoscopy?
[AGENT][NEUTRAL] If it's just for screening, yes, ma'am, we could review that. Anything that's used as a cancer screening.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, a lot of these I'll get done with mammograms on me. I'll check and see. OK. All right. Well, I appreciate your help very much.
[AGENT][NEUTRAL] Oh, well, you're certainly very welcome and you can just log into your portal, Ms. [PII], and fill those, fill out, submit a wellness claim online. That's gonna be the easiest way to submit all those, um, and then you can also let me look, I don't.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you do have the.
[CUSTOMER][NEUTRAL] Can I file, can I do that on that wellness, let me go back to that, um, like.
[CUSTOMER][NEUTRAL] Like, like last year we had United Healthcare.
[CUSTOMER][NEUTRAL] If I find the statement where they send me, you know, where they send all your medicines and all the doctors you went to, if it has that code on there, can I just submit that for the mammogram instead of having the hospital submit it?
[AGENT][NEUTRAL] You won't, no, and now with the wellness claims you just need to log into your portal, click on the follow wellness claim, and you just complete that portion. You don't have to provide a supporting documentation.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right, go to log in.
[CUSTOMER][NEUTRAL] Go to follow wellness claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just walk, you'll, mhm, you'll just follow, walk through the steps and fill in the information, you know, unless the type of test that was done, the date it was done, and you'll have to also put in the provider's information.
[CUSTOMER][NEUTRAL] And then answer the questions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you would electronically sign it and just click submit.
[CUSTOMER][POSITIVE] Well, that sounds easy in there.
[AGENT][POSITIVE] Yes, ma'am, it really is easy.
[CUSTOMER][NEUTRAL] OK, and I can submit those for my husband and he will need to sign off.
[AGENT][NEUTRAL] Well, they would be, they can also be submitted through your portal for him as well.
[CUSTOMER][NEUTRAL] OK. OK. All right. OK.
[AGENT][NEUTRAL] Cause you'll fill his information in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Well, I will, I will get that done. OK. Uh well, thank you very much. That was good news to hear.
[AGENT][POSITIVE] Well, you are certainly very welcome. I well, glad, glad that I could give you some good news today. So I certainly hope that everything goes well with Mr. [PII] and his treatments. And if you have any other questions.
[CUSTOMER][NEUTRAL] Oh, right.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][POSITIVE] We're planning on it going well.
[AGENT][POSITIVE] There you go. And if we can help you in any way, give us a call back, Ms. [PII]. Is there anything else I can help you with today though?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, I hope you have a good weekend.
[AGENT][POSITIVE] I hope you have a very nice weekend as well. Thank you so much.
[CUSTOMER][POSITIVE] OK. Thank you. Goodbye.
[AGENT][NEUTRAL] All right. Yes, ma'am.