AccountId: 011433970860
ContactId: b54d5d92-fcd9-4f4c-b122-e3a507b95b85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3125179 ms
Total Talk Time (AGENT): 1649506 ms
Total Talk Time (CUSTOMER): 1315243 ms
Interruptions: 54
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b54d5d92-fcd9-4f4c-b122-e3a507b95b85_20250325T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good, Mr. [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Uh, I've been better.
[AGENT][POSITIVE] Oh goodness. I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Uh, I have been better.
[CUSTOMER][NEGATIVE] Yeah, uh, I need some help trying to figure this insurance out and what all the, uh, you know, benefits I've got, what have you. All righty, I've been diagnosed with uh metastatic stage 4 cancer.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, how can I help you today?
[CUSTOMER][NEUTRAL] And uh I've been through, uh, several doctors, including cancer doctors, PET scans, 9 yards. Just want the CT scan today and get ready for radiation.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With my policy, what do I need to do and what forms do you need from me and I know I've got the uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Big, uh, what do you call it? the uh.
[CUSTOMER][NEGATIVE] Oh, my brain's not even working, Ms. [PII]. Please bear with me. The um.
[AGENT][NEUTRAL] That's OK. No, you're OK.
[AGENT][NEUTRAL] So you're just, well, you're getting ready to start filing your claims for your cancer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And you're wanting to find out about how to go about doing that in the claim form and all of that that you're gonna need. Yes. Well, I can help you with that. So, first off, um,
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh bless your heart, thank you.
[AGENT][NEUTRAL] Well, you're welcome. And what is a good callback number for you, Mr. [PII]?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see, I've got a, uh, a photo ID of my card. Would it be on there?
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me find it here.
[AGENT][NEUTRAL] Um, it would not be on, well, it wouldn't be on a. Now let's see. I can try and look it up by your social if you are the subscriber.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I've got one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Either one, yeah, I am either one. I've got it here in front of me. Yeah, that's on the uh card here the.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you need the group number also?
[AGENT][NEUTRAL] No, sir. I don't need that. Give me just a couple of moments to get this information pulled up.
[AGENT][NEUTRAL] First.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, um, Mr. [PII], I will need to verify several things with you for security purposes and also any information provided would be a verification.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] of benefits and not a guarantee of payment. If you could first, hm, no, are you still there?
[CUSTOMER][NEUTRAL] Uh oh, did I lose you? Uh oh.
[CUSTOMER][NEUTRAL] Yeah, you got me? you're in and out there for a second.
[AGENT][NEUTRAL] Are you still there? I do. Uh, Mr. [PII], I'm so sorry. I don't know why it's doing that, but, uh, I have been having some issues with that. So if you can't hear me, just let me know. All right. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] It's quite all right.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your home mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Bristow, Oklahoma.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it should be [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] [PII] has been listed, yeah.
[AGENT][NEUTRAL] OK and then your phone number on file is.
[CUSTOMER][NEGATIVE] Uh oh breaking up again.
[AGENT][NEUTRAL] It's the same as the one you gave me, so that is your best contact number is that?
[CUSTOMER][NEUTRAL] Yes, yes, that is, I, I think, I think you're asking me about, yeah, I think you're asking me about a phone number, so yeah.
[AGENT][NEUTRAL] I'm so sorry. I don't know why it's doing.
[AGENT][NEUTRAL] That's OK, yeah.
[AGENT][NEUTRAL] Sir, and then the, your email address, please?
[CUSTOMER][NEUTRAL] [PII] just like it sounds [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information.
[AGENT][NEUTRAL] OK, Mr. [PII], now on the you have a couple of different policies with APL now the one.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The policy number you provided you're limited.
[CUSTOMER][NEUTRAL] Oh goodness, lost again. There we go.
[AGENT][NEUTRAL] That you're limited, your hospital indemnity.
[AGENT][NEUTRAL] The limited benefit plan. Now this is not a can fee.
[AGENT][NEUTRAL] Um, let me look this.
[CUSTOMER][NEUTRAL] I do have a writer, you know, a couple of writers on there for the uh.
[AGENT][NEUTRAL] See what other policies you have.
[CUSTOMER][NEUTRAL] Yeah, the extreme, I don't know what you call it, the, uh, critical illness, I think it is called.
[AGENT][NEUTRAL] That's a separate policy, yes, sir. So now, so there will be a couple of different claim forms with you filing on each of your policies, and I can see too, Mr. [PII] that you're set up already in our online service center portal so that you have access online to all of your policies and there's a copy of each one with all of your benefits in it, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] As well, in case you weren't aware, you do have that as.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Availability as well.
[CUSTOMER][NEUTRAL] OK, I lost you there last sent. All, all I heard was as well.
[AGENT][NEUTRAL] Yeah, uh what I was saying was is you have the ability to when you log into your portal to see the different policies you have with APL and they it has all your benefit information in there um in your policy certificates so you can have that for your viewing purposes also.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure, sure, I've looked at uh some of it trying to figure out the website and.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gone through it a couple of times, you know, trying to figure out what, but I still like I said, I'm, uh, my brain is mushed right now trying to, you know.
[CUSTOMER][POSITIVE] Comprehend everything that's going on. So if you could help me I'd appreciate it. Tell me what I need to do and what I, what I can.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You you need from me that kind of thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I can do, um, let me, I'm so on your hospital indemnity plan, that's the one that you gave me. You have your hospital admission benefit. Now, that benefit is $2000 this is for an inpatient admission. That's a $2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per day benefit maximum of one day per calendar year.
[AGENT][NEUTRAL] Per covered person.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's been no, no and and nothing.
[AGENT][NEUTRAL] Then.
[CUSTOMER][POSITIVE] Impatient.
[AGENT][NEUTRAL] OK. Now, so on this policy,
[AGENT][NEUTRAL] You have your.
[AGENT][NEUTRAL] A physician's office benefit that's $75 per day and a maximum of 6 days per calendar year per covered person.
[CUSTOMER][NEUTRAL] Now is that for any physician?
[AGENT][NEUTRAL] Yes. That is for a physician.
[CUSTOMER][NEUTRAL] Oh, is it just critical? OK.
[AGENT][NEUTRAL] No, that is for any physicians on this particular policy. I'm not looking at your critical illness policy. I'm strictly looking at this, this first one. let me look at your
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, uh-huh.
[CUSTOMER][NEUTRAL] Uh 6 up to 6 visits.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] I'm writing this down here as we go because.
[CUSTOMER][NEUTRAL] If I take notes I can remember it better.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, OK. All right. So let's.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Now, have you had outpatient surgery?
[CUSTOMER][NEUTRAL] Uh, no, no, no, they have not, uh, that's in the works right now.
[AGENT][NEUTRAL] Have you had any type of outpatient? OK.
[CUSTOMER][NEUTRAL] But I have had outpatient, you know, like I said I've had a PET scan. I've had, you know, uh, doctor, urologist visits. I've had cancer doctor visits. Today, I just had a CT scan today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that kind of thing, but no, I have not had any surgery yet.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] So, on this, on this splendidity plan, you also do have benefits for diagnostic uh testing. So, one of them is for minor, and I'll have to look at the definitions of each, but you have a minor diagnosis.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Istic exam benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which is a $1 per day maximum of 3 days per calendar year.
[AGENT][NEUTRAL] And then you have a major diagnostic exam benefit, which is $200 per day, maximum of.
[AGENT][NEUTRAL] Her calendar year.
[CUSTOMER][NEUTRAL] OK, I'm, I, I missed the Mac. I'm
[AGENT][NEUTRAL] Now, let me see what test.
[CUSTOMER][NEUTRAL] Yeah, you were cut out on when you said the, the maximum of how many how many days or how many tests a year.
[AGENT][NEUTRAL] It is a, OK. So on the, for major diagnostic, it's the benefit amount is $200 per day and a maximum of 3 days per calendar year.
[CUSTOMER][NEUTRAL] For the major?
[CUSTOMER][NEUTRAL] OK, 3 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now on the major what does that include? Does that includes CT scans or PET scans or?
[AGENT][NEUTRAL] I'm fixing it, yes, it's going to include, let me look on, give me just one moment to pull that with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It seems like I've read that, you know, when I was looking over but I wasn't sure how they.
[CUSTOMER][NEUTRAL] Consider that and listed that.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] And I like I said, I apologize, Ms. [PII]. It's just it's so much easier for me to take notes and hear it from your voice rather than reading it on my cell phone, you know.
[AGENT][NEUTRAL] Oh, I understand. Yeah, no worries. So a minor diagnostic.
[AGENT][NEUTRAL] I see. Would be for something like a lab test, an ultrasound, or an X-ray for
[CUSTOMER][NEUTRAL] Yes, I've had those.
[AGENT][NEUTRAL] Major.
[CUSTOMER][NEUTRAL] That's how they found the cancer.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] I'm looking to see if you have a specific list.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So under your major diagnostic, the, the exams listed under there would be a CT or CAT scan.
[AGENT][NEUTRAL] An MRI.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] An EEG.
[AGENT][NEUTRAL] A spec SPECT in all caps test, that's a single photon emission.
[AGENT][NEUTRAL] Computed tomography or a PET scan.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] PET scan is also listed.
[CUSTOMER][NEUTRAL] OK, so I've had the CT scan today and I've had the PET scan also, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Those two would be on there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So yes, you can file for both of those.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] OK, now I'm gonna stop you right there. How do I sign?
[AGENT][NEUTRAL] OK. What I'm going to do.
[CUSTOMER][NEUTRAL] For those.
[AGENT][NEUTRAL] Do you have access to a computer? I can since I can see that you're set up in the.
[CUSTOMER][NEUTRAL] Not a computer I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've got my cell phone that I've got access. I use that.
[AGENT][NEUTRAL] All right, now I don't know this is kind of a, honestly it's kind of a random thing we have been told that you can't upload from your mobile device.
[AGENT][NEUTRAL] Documents for review, but I have spoke that they have been able to do that.
[AGENT][NEUTRAL] So you may or may not. The easiest way would be to be able to upload it directly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Into your portal for review, but if you don't have that ability, you.
[CUSTOMER][NEUTRAL] Oh, you
[CUSTOMER][NEGATIVE] Yeah, you keep cutting out, but yeah.
[CUSTOMER][NEUTRAL] Yeah, but I think I get the gist of what you're saying. I've uploaded documents before, you know, from my phone.
[CUSTOMER][POSITIVE] Um, hopefully it'll, yeah.
[AGENT][NEUTRAL] OK, so if you can do that, then that's, that's fine. If not, on the bottom of the claim forms on the first page, it has our, it has a fax number.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Which is to our claims division.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it also has our PO box if you were gonna have to mail it.
[CUSTOMER][NEUTRAL] OK, all right, which form?
[AGENT][NEUTRAL] So I'll send the upload.
[AGENT][NEUTRAL] Voting it's the fastest, then it would be 5 be to mail. Now, I can email you the claim forms for this policy.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] If for your hospital indemnity.
[CUSTOMER][NEUTRAL] Let me look and see if I have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I may have them already um if I go on the website.
[AGENT][NEUTRAL] And if you could
[AGENT][NEUTRAL] Yeah, you can print them directly from now you don't have to log into your portal, just pull up [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] M
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Lovely. OK, got that.
[CUSTOMER][NEUTRAL] I got [PII] and we cut out.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, you got, OK, so let's start over. Yes, sir, [PII]. You will need to put the W's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, when that page pulls up.
[CUSTOMER][NEUTRAL] Let me, let me see if I can do it.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Got it. OK, alright.
[CUSTOMER][NEUTRAL] Now I'm looking at the workforce benefits that work for you.
[CUSTOMER][NEUTRAL] That I guess is that front page.
[AGENT][NEUTRAL] OK, you should say.
[AGENT][NEUTRAL] Um, yes, does it say APL in the center of the screen?
[CUSTOMER][NEUTRAL] Uh-huh, yep, it does.
[AGENT][NEUTRAL] OK, you should see, so you should see where it says claims and forms.
[CUSTOMER][POSITIVE] Yes it does.
[CUSTOMER][NEUTRAL] OK, that the
[CUSTOMER][NEUTRAL] Claims and forms got that OK.
[AGENT][NEUTRAL] Alright, so just click on that link.
[AGENT][NEUTRAL] Scroll down the page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna see a big heading that says claim claims forms and policy change documents.
[AGENT][NEUTRAL] And you should see a small box, uh-huh, right below that.
[CUSTOMER][NEUTRAL] OK, wait a minute let me get there.
[CUSTOMER][NEUTRAL] Well, OK.
[AGENT][NEGATIVE] There should be a a small box that says filter by product.
[AGENT][NEUTRAL] With a little green drop down arrow, click on that arrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, I do.
[AGENT][NEUTRAL] All right, so you should see where it says.
[AGENT][NEUTRAL] Well, one of the forms you can file, you know, that you'll be filing.
[AGENT][NEUTRAL] Will be your critical illness, so you should see where it says.
[AGENT][NEUTRAL] And then on down a little bit says hospital indemnity.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, I see the critical illness, cancer hospital indemnity, yeah, you keep breaking up there. I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I know, and I'm sorry too.
[CUSTOMER][NEUTRAL] OK, which one do you want me to click on?
[AGENT][NEUTRAL] Well, we're talking about your hospital indemnity plan click on that. Just click the word hospital indemnity.
[CUSTOMER][NEGATIVE] I lost you again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, click on the word.
[CUSTOMER][NEUTRAL] Hospital indemnity.
[AGENT][NEUTRAL] Hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And then you should see where it says everyday solutions claim form.
[AGENT][NEUTRAL] And, and there's a big blue button out to the right that says download form. If you will click where it says download form.
[CUSTOMER][POSITIVE] Yep, got it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That should open up the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it open now and looking at it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the first, the top part right page.
[AGENT][NEUTRAL] OK. So that gives you the instructions.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] At the top, there's some bullet points.
[CUSTOMER][NEUTRAL] OK, file claims online and it says signed up for log in now or log in now. Do I need to sign up to log in to do all this?
[AGENT][NEUTRAL] Mm. No, no, no, cause, no, no, you've already done that. That's, no. Right below that, you should see where it says instructions for the insured or patient and it gives a few bullet points.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's the instructions. So it tells you what sections to complete and then what you will need as far as the additional documents.
[AGENT][NEUTRAL] And then you'll have to sign it, of course.
[CUSTOMER][NEUTRAL] OK, now is this the one?
[CUSTOMER][NEUTRAL] Yeah, is this the one that's uh for the uh CT scan and the PET scan?
[AGENT][NEUTRAL] Mhm. Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Or and then your office visits. Mhm.
[CUSTOMER][NEUTRAL] And this is.
[CUSTOMER][NEUTRAL] Now I'm looking at the instructions here it says uh.
[CUSTOMER][NEUTRAL] Uh, itemized bill diagnosis from the provider and must accompany the completed statement of insured.
[AGENT][NEUTRAL] Yes, correct. So you will have to con
[CUSTOMER][NEUTRAL] Uh, so I gotta get a bill from the hospital or or a letter from the doctor stating.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir. You will have to have the itemized bill and make sure that it includes the diagnosis code.
[AGENT][NEUTRAL] That's how you will need to request it, an itemized bill with diagnosis.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me write that down here.
[CUSTOMER][NEUTRAL] Alright, do that.
[CUSTOMER][NEUTRAL] Itemized.
[AGENT][NEUTRAL] You can put a little asterisk or whatever, but yeah, that's how it just, that's how you'll need to word it.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With diagnosis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what was the other otherwise be diagnosis and what else uh
[CUSTOMER][NEUTRAL] What number you're talking about?
[AGENT][NEUTRAL] Well, it's not a number. It's just a little bullet point. It's gonna be the 3rd bullet point. It says an itemized bill with diagnosis.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, because I have not received anything from the uh hospital or doctor yet bill wise.
[AGENT][NEUTRAL] Yeah, and you'll have to request, yeah, you will have to request the itemized bill because what you may receive may show, you know, like,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The CPT code, the codes for your PET scans or your CT scans.
[AGENT][NEUTRAL] So that's the what you had done. And the diagnosis is the why you had it done. So that code, you know, that's gonna be separate.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As far
[CUSTOMER][NEGATIVE] Right, right, yeah, I lost you again.
[AGENT][NEUTRAL] Or is requesting to make sure that that's included.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, OK, uh, now that is for the PET, yeah, that's for the PET scan and the uh CT scan.
[AGENT][NEUTRAL] OK. Can you hear me?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] Yes sir, that is correct.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Alrighty, I'm just looking over this little form right here.
[CUSTOMER][NEGATIVE] Uh, not the itemized or the instructions is talking about uh.
[CUSTOMER][NEUTRAL] Or above that actually talking about uh uh direct deposit uh claim status updates what have you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] Where do I where do I put my banking information or they just mail me a check or?
[AGENT][NEUTRAL] Well, what I'll do, what I'm gonna, because you can add that information into your portal into your online service center.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] File that you've already set up.
[AGENT][NEUTRAL] And I will, you want me to, I will email you the user guide for the portal because it explains not only how to set up your profile but it explains how to upload documents for claim submission and adding in your direct deposit it, it has that information in it as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, OK, yeah, please, if you could do that I'd appreciate that, um.
[AGENT][POSITIVE] Um, sure, absolutely.
[CUSTOMER][NEUTRAL] Now I'm gonna have to receive right now they're talking radiation treatments in a couple weeks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is that included?
[CUSTOMER][NEUTRAL] The treatments themselves included in any of this, you know.
[AGENT][NEUTRAL] Not in your house? No, sir, not a.
[AGENT][NEUTRAL] Not in the hospital indemnity policy and
[CUSTOMER][NEUTRAL] What about
[AGENT][NEUTRAL] The critical illness policy, I was trying to look at that. Um, let me see.
[AGENT][NEUTRAL] You do have on your critical illness.
[AGENT][NEUTRAL] There is an invasive cancer benefit on there.
[AGENT][NEUTRAL] Of $10,000 and that would be a, a one-time benefit. Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][POSITIVE] Uh-huh, that was should come in handy because I'll be off work.
[CUSTOMER][NEUTRAL] With nothing but my disability.
[CUSTOMER][NEUTRAL] Payments coming in.
[AGENT][NEUTRAL] Mhm. So you do have that benefit on here. Yes, sir.
[CUSTOMER][POSITIVE] That will help a lot, uh.
[CUSTOMER][NEUTRAL] OK, where can I find that at?
[AGENT][NEUTRAL] And now.
[AGENT][NEUTRAL] OK, that, OK, so.
[AGENT][NEUTRAL] So what I'm gonna do, because your policy has just issued, OK, can you hear me?
[CUSTOMER][NEGATIVE] Oh, lost you again.
[AGENT][NEUTRAL] Because you, because this policy has recently been issued, I can see that it's not available to you yet in the portal, but I'm gonna go ahead and um try to expedite.
[CUSTOMER][POSITIVE] Yes, I got you mhm.
[AGENT][NEUTRAL] That being put in there so that you will have access information on that policy as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now the claim form for it.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] It's, oh, you're welcome. It's gonna be the critical illness claim form. You know, when you click that little green drop-down arrow and it gave you the list of the different forms. So for that one, you would click on the word critical illness.
[CUSTOMER][NEUTRAL] Uh-huh, right, right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then same thing.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Download.
[AGENT][NEUTRAL] Once you do that, you should see the blue download form button and then again that page now, again, it's gonna have instructions.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I'm looking at it now, yeah.
[AGENT][POSITIVE] And again, just, just use that as your checklist, really. I mean, that's the easiest way to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To do it. Some things would not be applicable, you know, and you'll recognize what's not applicable to you at this point.
[CUSTOMER][NEUTRAL] Yeah, yeah, no doubt.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] For that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I gotta figure out how now I got to download it.
[CUSTOMER][NEUTRAL] How to actually type in the boxes.
[CUSTOMER][NEUTRAL] I may have to go to where I got it downloaded it and see if it'll let me do it there.
[AGENT][NEUTRAL] And I don't know, yeah, you yeah, I, you can't, I know you can do it, you know, from a computer. I don't know if, cause I'm testing it like I can type it, but I'm more, I'm on a computer obviously. I can complete it that way. It may not, you know,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] With anything.
[AGENT][NEUTRAL] Mobile devices than actual PC, you know, they have different.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][POSITIVE] Functionality.
[AGENT][NEUTRAL] So, I don't know if you can do that from your phone or not.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have no clue. I'm gonna look and see if I can find where they downloaded them at.
[AGENT][NEUTRAL] But what I'll do
[AGENT][NEUTRAL] Yeah, yeah, what I'll do just since I'm, I'm, since I'm gonna be emailing you your
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Fun part.
[AGENT][NEUTRAL] User guide for the portal. I'm just gonna go ahead and also attach each one of these claims form claim forms for these two policies if if that's OK.
[CUSTOMER][NEUTRAL] Oh, that's fine that's fine, no problem.
[CUSTOMER][NEUTRAL] OK, I just found where it was downloaded at and.
[CUSTOMER][NEGATIVE] Yep, it won't let me type in there.
[CUSTOMER][NEUTRAL] I've got the form downloaded but I can't fill it out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, how do I do that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's probably it's gonna, yeah, you may, if you may have to print that, be able, you know, to.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Print that to complete it.
[CUSTOMER][NEUTRAL] That just uh
[CUSTOMER][NEUTRAL] OK, it just showed me something here.
[CUSTOMER][POSITIVE] I think I got, I can raise, yeah, I can erase and I can also write.
[CUSTOMER][NEUTRAL] Yeah, it's, it's, it's letting me.
[CUSTOMER][NEUTRAL] Actually make marks on this on the page. I'm trying to figure how to write with it.
[CUSTOMER][NEUTRAL] That makes any sense.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And the shoes.
[AGENT][NEUTRAL] I, I do.
[CUSTOMER][NEGATIVE] But I can't
[CUSTOMER][NEUTRAL] I, I zoomed my, my screen out there come I try to move my.
[CUSTOMER][NEGATIVE] I just, it's uh making marks on the screen here.
[CUSTOMER][NEGATIVE] Oh that's not gonna work.
[CUSTOMER][NEUTRAL] I apologize, [PII] I'm just trying to figure this out here as I go.
[AGENT][NEUTRAL] No, you're right, you're fine.
[AGENT][POSITIVE] Sure, no worries.
[CUSTOMER][NEUTRAL] Just let me do my finger writing, but I don't, how do I wanna type it in? I don't wanna.
[CUSTOMER][NEUTRAL] Fingerprint everything.
[AGENT][NEUTRAL] And again, I don't know that, yeah, I don't know that you can do that on your, on the phone. I don't, I don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You really would think you'd be able to, but
[AGENT][POSITIVE] You're actually doing more than I thought you even could. You're actually doing more than I thought you could do at all. So.
[CUSTOMER][NEUTRAL] It's got to be a way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Yeah, I can make marks on the screen, but uh I'd rather type it, you know, instead of using my finger to fill in my name and last name and date of birth and all that, you know.
[CUSTOMER][NEUTRAL] Uh, just let me do, do it with my finger, but it's.
[CUSTOMER][NEUTRAL] Not letting me give me the typing for. I'll figure something out would have had to download it. I'll download it.
[CUSTOMER][NEUTRAL] I got a computer now, but once I get it downloaded, uh, let's say I get this form I have to download it on the computer, print, excuse me, print it out, fill it out, um.
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] I'm just trying to think if I can scan it back in with my computer. I think I got a scanner option on that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you would just
[CUSTOMER][NEUTRAL] If I scan it back in uh.
[CUSTOMER][NEUTRAL] Then I can upload it, you know, right to that, uh, form or like.
[AGENT][NEUTRAL] Mhm and save it. And then when you log correct portal, right, once you sign into your portal portal with your username and password, then there will be, you know, options to file a claim and you would click there and then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it, and
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Don't try to write all this down because this is in that user guide that I'm gonna send you but like on your hospital indemnity policy if that's when you file on that one you would select that policy.
[CUSTOMER][NEUTRAL] Right, right, right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then walk through the steps and uploading your documents. When you file your critical illness claim, then obviously you would select the critical illness policy and same thing, just walk through the steps of uploading your documents.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I did see a drop down and I had a cancer up there. Is that something I need to worry with also?
[AGENT][NEUTRAL] To think.
[AGENT][NEGATIVE] No, sir. You don't have it now, you may have a cancer policy, but it's not with us.
[CUSTOMER][NEGATIVE] I don't think I do. Yeah, I don't think I do.
[AGENT][NEUTRAL] Cause I say your enrollment is, this is through your employment with Larry Williams Trucking. Is that correct?
[CUSTOMER][POSITIVE] Uh-huh, that's, that's true, yes, that's correct.
[AGENT][NEUTRAL] Right, OK, so you may want to speak to someone with UTBA or the Universal Trucking Benefits association to see.
[AGENT][NEUTRAL] If you have any other coverage other than what you have with APS.
[CUSTOMER][NEGATIVE] I lost you again.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Yeah, only I got, I think through them is uh.
[AGENT][NEUTRAL] I was just saying you may want to speak with someone at.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, I don't know what.
[CUSTOMER][NEGATIVE] It's cutting out bad again.
[AGENT][NEUTRAL] I'm so sorry. I, I don't know what other offerings, you know, they have available, you know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For groups. Um, I can just say that, you know, you don't have that policy with us. You do not have a cancer policy.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm an in.
[CUSTOMER][NEUTRAL] Yeah, I'm independent.
[CUSTOMER][NEUTRAL] Yeah, right, I'm independent owner operator, so, uh, basically have, uh, my own business and then no, I don't have anything, you know, through them besides life insurance, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the short and the uh uh disability unfortunately through UT UTBA uh that's a difference. I already talked, I've already talked to them about that. I'm just trying to figure out in my mind I'm still, I'm still going over these forms.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How I can get them filled out and I was kind of you know why you were, you know, speaking there looking through all the documents I need for that critical illness.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because right now for me that's the that's the biggest thing I'm gonna need cash to pay bills with when I'm off work.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, what forms am I gonna need? Uh, it's got a list here.
[AGENT][NEUTRAL] Yes, and you're gonna have to have a lot. Mhm.
[CUSTOMER][NEUTRAL] So the indicated documentation must accompany yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Now, and just so you know if you were to submit.
[AGENT][NEUTRAL] Your claim and it it didn't include.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] With everything that we need.
[AGENT][NEUTRAL] Um, it would be reviewed and that could be the determination that we're missing and then whatever documents we're still in need of for you to get. That's why I said it's, it's just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The easiest way is just to use this again as a checklist, you know, um, these bullet points. So you'll have to have for the critical, for your.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Well, I, you know, and I say that I see it, I see things on here that I, I won't need, you know.
[AGENT][NEUTRAL] Sure. So like under the, the 3rd bullet point, for example.
[AGENT][NEUTRAL] The following benefits require supporting documentation.
[AGENT][NEUTRAL] And then refer to your policy certificate for benefits covered on your plan. The indicated documentation must accompany the completed statement of the insured. For the critical illness benefit, which is what we were discussing a while ago, we will have to have medical records. And if you come down.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] At the bottom of the first page, it has the little number one.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it explains
[AGENT][NEUTRAL] What the medical records, you know, should consist of.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I haven't quite made it to the bottom. How, how many pages is this? There we go.
[AGENT][NEUTRAL] This claim form is a total of 9, yeah, it's 9 pages.
[CUSTOMER][NEGATIVE] Uh, where in the heck is that?
[CUSTOMER][NEUTRAL] Yeah, where is that number one you're talking about?
[AGENT][NEUTRAL] OK, OK, so up at the top there's the 3, you see the instructions for the insured.
[CUSTOMER][NEUTRAL] How far down? No, no, I said, no, I seen all that. I'm just looking for the, the actual number one.
[AGENT][NEUTRAL] Right. If you go to the bottom of the first page, well, it's a, it's.
[CUSTOMER][NEUTRAL] Oh, the first page, OK.
[AGENT][NEUTRAL] The little, the little um annotation.
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][NEUTRAL] Telling you what those little things mean.
[CUSTOMER][NEUTRAL] Oh there it is right there. OK, I see. Let me put my other glasses on so I ain't got a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The zoom this thing in so much, my goodness, there's some tiny print on that.
[AGENT][NEUTRAL] Yes, sir. Well, and on a mobile device it's gonna be.
[CUSTOMER][NEUTRAL] Of course, right.
[AGENT][NEGATIVE] Much more tiny. It's already tiny.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so the medical support diagnosis condition include lab analysis, pathology report, energy studies, other things you're talking about they want copies of the PET scan and CT scan.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is that what they're saying in the lab results?
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Yes. Correct. And the pathology report, diagnosing, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And of course, your physician will have to complete.
[AGENT][NEUTRAL] The section of the claim form.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So, I mean, I can't, uh, I got no choice. I'm gonna have to.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] End up uh downloading this whole thing because it's got positions got to fill out also.
[AGENT][NEUTRAL] That that is correct. Yes, sir. There is a section that the physician has to, mhm.
[CUSTOMER][NEUTRAL] You know, so
[CUSTOMER][NEUTRAL] Mhm yeah I'm seeing that now I'm just looking at it right here.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty, um.
[CUSTOMER][POSITIVE] Wow, this is a lot of, a lot of work.
[CUSTOMER][NEUTRAL] A lot of work to have to.
[AGENT][NEUTRAL] Yeah, it's, but if you'll notice, yeah, it's a lot of pages on this claim form, but obviously, you know, there's some of it's not gonna be applicable to you based on the diagnosis, you know, I mean, because it has everything for cystic fibrosis, you know, it breaks them all down. But um,
[CUSTOMER][NEUTRAL] Mhm. Right, right.
[CUSTOMER][NEUTRAL] Oh sure, sure.
[AGENT][NEUTRAL] So don't let the number of pages intimidate you too much on that. So it's essentially gonna.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Be your itemized bill, your itemized bill facilities and your providers, including the diagnosis code. Again, the diagnosis is critical. That's a, that's a must have. OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, and your full medical records should have.
[AGENT][NEUTRAL] You will have to have the medical records.
[CUSTOMER][NEGATIVE] Yeah, you're breaking up.
[AGENT][NEUTRAL] And the, OK.
[CUSTOMER][NEUTRAL] Yeah, you're in and out again there, [PII], but I think I, I think I got just what you're saying there, but, uh, yeah, so medical bill and specifically the diagnosis code, you know, more than anything, that's the big one. I gotta have that on there, uh, but from the, the doctor filled out this form, this portion of the form.
[AGENT][NEUTRAL] So sorry.
[AGENT][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh what else did I miss there?
[CUSTOMER][NEUTRAL] The bill, the diagnosis.
[AGENT][NEUTRAL] Any additional diagnosis, yeah, or, you know, if it's recurrent depending on.
[CUSTOMER][NEUTRAL] Of course the doctor filling this form out.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Your circumstance.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm, so I'll probably, I guess I need to get with the uh Saint Francis Hospital here in [PII], uh, get with the billing department there and have them.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. Now, you may, and depending, correct, there and then you'll also probably have to speak to the medical records department to request the medical records. It, it all depends upon the facility.
[CUSTOMER][NEGATIVE] You know, get me an itemized bill now.
[CUSTOMER][NEUTRAL] Right now since I'm still undergoing.
[AGENT][NEUTRAL] You know, you may have to talk to multiple different offices.
[CUSTOMER][NEUTRAL] Right. So I'm still undergoing testing and they haven't even started the radiation yet.
[CUSTOMER][NEUTRAL] Uh, would they be able to give me the, uh, complete medical records?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, they will be able.
[CUSTOMER][NEUTRAL] Up to whatever day it is I talked to him or?
[AGENT][NEUTRAL] Yes, up to, up to the current, yes, sir, um, to this point in time.
[CUSTOMER][NEUTRAL] OK, and that will that be sufficient or should I, is this something I need to wait?
[AGENT][NEUTRAL] That what they have now should
[AGENT][NEUTRAL] Well, you've already had your official diagnosis.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So for your critical illness benefit, the medical record that they have, you know, at this time, diagnosing that critical illness, for this specific benefit payment on that, then yes, you know, if they have the stuff that you're like for your PET scans, which you've already had done, I mean, if you just had them yesterday or today, obviously, probably not, you'll need to
[CUSTOMER][POSITIVE] Yeah, that's correct, yes, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh sure, sure, sure.
[AGENT][NEUTRAL] You know, give it a little time, but um.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I feel that, when were you diagnosed?
[CUSTOMER][NEUTRAL] Oh God, my brain's mush a couple weeks ago, a few weeks back.
[AGENT][NEUTRAL] OK. So yes, sir, I would, I would probably call them.
[AGENT][NEUTRAL] And just uh let them know that you need, what you're gonna be needing.
[AGENT][NEUTRAL] And see if that information is, is ready yet. If it's just, if it's, it's been that recent, they may not have everything, you know, dictated and, and all of that at this point again, that's out of my area, but um.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure. Oh yeah.
[AGENT][NEUTRAL] And then just go from there if they say well it may be 2, you know, 2 more weeks before we have this, you know, then.
[CUSTOMER][NEUTRAL] OK,
[AGENT][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] Yeah, yeah, I understand that. That's no problem. Now, I guess the next question, I guess maybe hopefully is final question, uh what the uh uh critical illness?
[CUSTOMER][NEUTRAL] And the hospital indemnity. It's gonna show, you know, on my medical records both.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I need to make two separate copies or can I send them all in together?
[CUSTOMER][NEUTRAL] As as one upload.
[AGENT][NEUTRAL] Well, you're gonna have to upload because it's two different policies.
[AGENT][NEUTRAL] Um, like I, that's what I was saying. When you log into your portal to file your claim,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna ask you which policy you're wanting to file it under. You'll have to like check mark that box.
[AGENT][NEUTRAL] When you log in. So yes, so you'll select your hospital indemnity plan and then you'll walk through the steps for uploading the documents for review under that policy, and then you will do the same thing for your critical illness policy.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so yeah, it'd be two separate, yeah, two separate uploads then, OK, because, because it's two different policies. OK, yeah, I understand that. OK, no problem. What am I forgetting to ask you, [PII], what do I need to?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Work on anything you can think of?
[AGENT][NEUTRAL] No, I don't
[CUSTOMER][NEUTRAL] Because this is all new to me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, sure. Um, well, I think I've given you a lot of homework to do, Mr. [PII]. I don't.
[CUSTOMER][NEGATIVE] You, you have, give me, give me a headache if nothing else.
[AGENT][NEUTRAL] I think at this point we've.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I'm so sorry, definitely messing with my intention. Mm.
[CUSTOMER][NEGATIVE] Oh my goodness, trust me, it's not you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] Most definitely not my intention.
[CUSTOMER][NEUTRAL] Not you. It ain't you. It's just everything. Yeah, it's not you. I promise it's everything in general. I mean, I've just been going through a lot of few weeks and uh it's been.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's been a tough road.
[AGENT][NEUTRAL] Yes, I know it has. I know it has.
[CUSTOMER][NEUTRAL] Trying to get everything figured out.
[CUSTOMER][NEUTRAL] Now, oh, let me ask you a question on this, uh, policy also, is there, uh, any, uh, because I'll be off work during the radiation they're talking about, uh, 5 days a week, uh, for up to 8 weeks, almost I think 40 or 42, uh, treatments.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any kind of uh deferment on the uh uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pay payment, you know, the insurance policy payment.
[AGENT][NEUTRAL] Now I this policy.
[AGENT][NEUTRAL] Because I cannot see all of the information.
[AGENT][NEUTRAL] Yeah, like I said, I'm gonna request that it be made viewable to you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] There is a waiver, but I don't know.
[AGENT][NEUTRAL] How long you would have to be off before that would be applicable.
[CUSTOMER][NEUTRAL] Right, I, it seems like, yeah, it seems like when I was talking to the representative from, you know, UTBA.
[AGENT][NEUTRAL] That's the part. I can't see that.
[CUSTOMER][NEUTRAL] Yeah, they were telling me it's something like 90 days of course I won't be off 90 days, you know, uh, that's why I was just wondering if.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know that was uh uh actual case for both policies and you know what have you. I, I was curious about that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I think it's 90 days, uh, I gotta be off at least 90 days.
[AGENT][NEUTRAL] Let's see, again, I don't want any incorrect information. Let me look.
[CUSTOMER][NEUTRAL] No, that's fine, that's fine. I understand.
[AGENT][NEUTRAL] I, I can see.
[AGENT][NEUTRAL] It's showing a waiver.
[AGENT][NEUTRAL] But I just can't read the specific remarks, remarks, um, as to the time frame.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. I'm pretty sure she told me because I'm getting.
[CUSTOMER][NEUTRAL] Here I am. I'm getting confused on everything that you've told me and plus what she's told me, so bear with me on that. I understand, but I'm pretty sure she told me, yeah, I'm pretty sure she told me 90 days.
[AGENT][NEGATIVE] No, you're fine. No, no, no.
[CUSTOMER][NEGATIVE] So that wouldn't be that wouldn't be applicable to me hopefully hopefully I won't be.
[CUSTOMER][NEUTRAL] Out of work for 90 days.
[AGENT][NEUTRAL] And
[CUSTOMER][MIXED] The only good thing about this that I have right now is treatable.
[AGENT][POSITIVE] Hopefully. Now you also
[AGENT][POSITIVE] And that's wonderful news.
[CUSTOMER][NEGATIVE] OK, I lost you again.
[AGENT][POSITIVE] That's wonderful. Uh oh.
[CUSTOMER][NEGATIVE] There you go, I lost you again. What did you say?
[AGENT][POSITIVE] Yeah, I said, and that's wonderful news in itself.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is treatable.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, but it's just a matter of having to get all the ducks in a row to get treated, and I got 3 different doctors telling me 3 different things right this minute, so.
[AGENT][NEUTRAL] Mm, OK. So,
[CUSTOMER][NEUTRAL] You believe, believe one of these they got me on two pills and this is just general conversation between you and I. One of them is $3000 a month. The other pill is $18,000 a month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The insurance ain't gonna pay for it naturally, you know.
[AGENT][NEUTRAL] Yep, um.
[CUSTOMER][NEGATIVE] Oh my God. You, you're talking about frustrated. Oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. And I don't, I don't know how, sure.
[AGENT][POSITIVE] Yes, I totally understand that.
[CUSTOMER][NEGATIVE] Well, they offer programs, you know, they offer programs so I can get the price down. I, yeah, I won't have to pay that much for sure, you know, but the point is, what my, my upsetness about, what I'm upset about is the fact, why didn't they just offer the lower price to begin with.
[AGENT][NEUTRAL] They have to, yeah.
[CUSTOMER][NEGATIVE] You know, they're giving me a heart attack, worrying about how I'm gonna pay $21,000 a month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You know, oh well, oh, Mr. [PII], don't worry about that. We got programs we can get the price down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, why, why you wanna scare me to death to start with then, you know, why just offer the, the reduced price and be done with it.
[AGENT][NEUTRAL] As if we don't have enough things to be anxious about and right trying to sort out. I understand.
[CUSTOMER][NEUTRAL] You know, oh.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Yes, sir. I've been through health things and I have my own thoughts about that stuff as well. So I do understand the stress of it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh well, yeah, the thoughts I've got about the health system and uh Big Pharma.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Trust me, it's not worth for I wouldn't repeat it in mixed company. I put it like that.
[AGENT][NEUTRAL] And trust me, you're not alone. Well, you're, you're not alone, Mr. [PII]. I talked to a lot of people.
[CUSTOMER][NEGATIVE] I would embarrass myself talking about it and you.
[AGENT][NEUTRAL] All day, so I, you know.
[AGENT][NEUTRAL] And I live outside of work, so I totally relate to, to things. Yes. Now, we didn't talk about this, but you do have, if you're, are you going to be completely, you know, off of work? Did you say you were gonna be
[CUSTOMER][NEUTRAL] Yes ma'am. Oh.
[CUSTOMER][NEUTRAL] I hear you. I hear you. All right.
[CUSTOMER][NEUTRAL] Yes, yes, mhm.
[AGENT][NEUTRAL] OK. So, you know, you have your disability policy also with APL.
[CUSTOMER][NEUTRAL] Yes, yes, I was, uh, is it with APL? I thought it was just UTBA.
[AGENT][NEUTRAL] You have a short-term disability policy, OK.
[AGENT][NEUTRAL] Mm, no, sir, it's, well, it's you enrolled through them, but it's
[CUSTOMER][NEUTRAL] But I thought it was, they were telling me.
[AGENT][NEUTRAL] No, you've had this since September.
[CUSTOMER][NEUTRAL] Because they were
[AGENT][NEUTRAL] With APL.
[CUSTOMER][NEUTRAL] Yeah, they were telling me, yeah they were telling me I would have to uh file uh through UTBA.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not through APL, but I do have one through APL.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Oh, I don't, um, yes, sir.
[AGENT][NEUTRAL] So I don't know if you have more than one, but you have now there's so for claim form, so there's another claim form for the disability.
[CUSTOMER][NEGATIVE] Oh, you're breaking up real bad again.
[CUSTOMER][NEUTRAL] Who
[AGENT][POSITIVE] And on and I can include that form for you as well.
[CUSTOMER][NEUTRAL] Please, yes, please do. You're breaking up so I'm only catching a couple, I'm only catching a couple of words.
[AGENT][NEUTRAL] Oh, now on the employee I know you're.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. Are you able to hear me?
[CUSTOMER][POSITIVE] Yeah, now I can yeah.
[AGENT][NEUTRAL] Mr. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Well, I did.
[AGENT][NEUTRAL] You [PII]?
[CUSTOMER][NEUTRAL] I can now.
[AGENT][POSITIVE] Oh goodness. We can now.
[CUSTOMER][NEGATIVE] Again, I can hear you now, but it's, it's in and out so bad. Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry, so, so sorry. OK, so.
[AGENT][NEUTRAL] On the disability form, there will be for you.
[CUSTOMER][NEGATIVE] Lost you again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's a section for you.
[AGENT][NEUTRAL] There is an employer section, even though you are, you know, an independent owner, that the employer section of that claim form, there's a representative at the UTBA at Universal Trucking Benefits that will help you with that section.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's what she was telling me. I didn't, I didn't think I had 2.
[AGENT][NEUTRAL] And then there is also.
[AGENT][NEUTRAL] Yes, and there's also a section for your physician to complete, you know, that's, that's gonna have you off of work. And on your disability for sickness, I mean, you know, you do have your elimination period.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Which is 14 days for injury or 6.
[CUSTOMER][NEUTRAL] Like 2 weeks, I believe.
[CUSTOMER][NEUTRAL] Yeah, 2 weeks, yeah.
[AGENT][NEUTRAL] Correct. 14, it's 14 days, uh-huh, before those, you know.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Benefits would be eligible. So I will include that form for you as well. So you'll have all three.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, alright, I appreciate that yeah that'll work.
[AGENT][NEUTRAL] Along with that user guide.
[AGENT][POSITIVE] Yeah, you're welcome, certainly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Uh, but yeah, I, I thought I only had the one. I know she told me that, you know, gave me the email address of the lady UTBA to contact to get the forms, but if you could send it to me, that's great too.
[AGENT][POSITIVE] Yeah, I can, I can certainly do that mhm, sure thing.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, what am I, what am I forgetting?
[CUSTOMER][NEUTRAL] We got the critical illness, we got the uh hospital indemnity.
[AGENT][NEUTRAL] Mhm. And that'll be in your short-term disability.
[CUSTOMER][NEUTRAL] You go to the uh uh.
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Right, that's it.
[AGENT][NEUTRAL] And then that was, and the only other one you have with, yes, and the only other policy you have with us at all is your dental as well. So those are the four policies that you have with APL.
[CUSTOMER][NEUTRAL] And I'm sure I will be calling back.
[CUSTOMER][NEUTRAL] Yeah, the dental and eye care.
[AGENT][NEUTRAL] Well, uh, Vision is not with APL that we don't offer vision coverage, so that would be with someone, that would be with someone else. Mhm.
[CUSTOMER][NEGATIVE] Oh, it's not OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yeah, OK, OK, no problem with that. Um, all right then, well, Ms. [PII], I appreciate everything and uh trust me, I'll probably be calling you back.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Well, you can
[AGENT][POSITIVE] Call us back and we'll be more than happy to help you in any way. If you'll give me, uh, if you'll give me just a little time to get these forms for you put together in this email, I will send the email and the email will come from [PII].
[CUSTOMER][NEGATIVE] I lost you again.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK, sounds good, and I'll look for that and uh either tonight or tomorrow I'll get them downloaded. I'll get the printer out and get it all set up. I'll get it downloaded and uh start filling them out.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright then, well, is there any.
[AGENT][NEUTRAL] Anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] At the moment I can't think of anything.
[AGENT][POSITIVE] Mr. [PII], is there anything else? OK. All right. Well, if you do just give us a call. Otherwise, uh, thank you for calling APL. I hope you have a very nice rest of your day and uh just be looking for this email from me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty thank you dear so much I appreciate everything.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, you're certainly very welcome. It was my pleasure. All right.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Alright bye bye now.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yes