AccountId: 011433970860
ContactId: b592523c-14b3-4cf7-95cb-2faecd29f673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1456670 ms
Total Talk Time (AGENT): 612518 ms
Total Talk Time (CUSTOMER): 689767 ms
Interruptions: 8
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b592523c-14b3-4cf7-95cb-2faecd29f673_20250218T16:56_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can I have a pretty generic question for you. Um, so my, uh, my, my good friend, family, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They got, she, she got cancer and she had this cancer policy through you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she never used it that I know of, um, because she, she, she got sick. I mean, it was quick, and she got sick, whatever, she's passed away now. Um, we found out about the cancer policy, and it looks like she had started it, um, just before she passed away. She's like, so she told me, she says, [PII], I have this cancer policy. You need to get on it. And I said, OK. And so I started collecting the information that we were going to need to send over to you guys, and then she passed away.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So how does that work?
[AGENT][NEUTRAL] I see. OK. Yes, all righty. Um, first, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] For the family.
[CUSTOMER][NEUTRAL] My name is [PII], but her husband, [PII], I think, is there, do these policies have like a beneficiary on them?
[AGENT][NEUTRAL] It depends. That's what I'm going to take a look at um if they they have the option of setting that up, of course, so I can get that pulled up and take a look um you did say your name was [PII] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] My, yeah, my name is [PII]. Yes, I'm helping him with all his insurance stuff.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Sure, and then, uh, really quick, but can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. Do you happen to have that policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So I gave the lady the policy number yesterday that they gave me at the school because I went up to, she was a teacher. And so I went up to the ISP and they gave me a policy number for it. And I'm like, and, and he's the lady's like, yes, she's like, yeah, that policy number doesn't work. And then she wasn't very helpful, which is fine. It wasn't her fault. I didn't give a lot of information. I was just trying to figure some shit out for them and I could give you her social.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, um, if you wouldn't mind, go ahead and.
[AGENT][POSITIVE] Oh that works yeah that's perfectly fine.
[CUSTOMER][POSITIVE] Yeah, I have her social I can give you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I say that where the heck did it go? Hold on, friend.
[CUSTOMER][NEUTRAL] What did we put in that? I pulled stuff out yesterday. We were working on a bunch of stuff yesterday.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Her social is.
[CUSTOMER][NEUTRAL] And I have some APL paperwork that she signed. I just don't know, but when I looked it up, it's not the same because she has that accident insurance too in case something happens.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know, friend. I don't know what to do with her stuff. I just, I need some help.
[AGENT][POSITIVE] No worries, yeah, we'll get it taken care of. That's perfectly fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] he did it
[CUSTOMER][NEUTRAL] I think it's [PII]. I think that's her social.
[AGENT][NEUTRAL] OK, and I'm sorry, what was her name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Alrighty, one moment please.
[CUSTOMER][NEUTRAL] Where did that paperwork go that has her social on it? I just had it.
[CUSTOMER][NEUTRAL] Is that the right social?
[AGENT][NEUTRAL] Let's say, give me just a second here.
[AGENT][NEUTRAL] Yes, that was it. OK, hang on.
[CUSTOMER][NEGATIVE] It was damn, I remember that shit. That's pretty, that's pretty bad.
[AGENT][NEUTRAL] Yes, all right, hang on just a minute, let me, that one's not active.
[AGENT][NEUTRAL] OK, there we are.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And then did you have uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, OK, perfect, thank you for verifying that, [PII]. Yes ma'am. OK, so as you are not listed under this policy, I'm of course not able to disclose much information to you, um, however, [PII] is, um, he's covered under the policy, so not as a beneficiary he is currently active under the policy so if he were able to sorry go ahead.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Hold on, I, I'm gonna call him on 3 way. Hang on a second.
[AGENT][POSITIVE] Oh sure, that works.
[CUSTOMER][POSITIVE] OK, ma'am, I've got [PII] on the line with us as well.
[AGENT][NEUTRAL] OK. OK. Hi, [PII] how are you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm doing fine. How are you? Who, who are you?
[AGENT][NEUTRAL] Doing well, uh, my name is [PII].
[CUSTOMER][NEUTRAL] With insurance. Oh, OK, cancer insurance, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, OK, so I'm just gonna verify some information really quick [PII], if you don't mind, um, so I can disclose some information, try to help y'all out, uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then uh can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect alrighty and then do we have your permission to speak with [PII] um regarding the policy?
[CUSTOMER][POSITIVE] Yes ma'am, you do.
[AGENT][POSITIVE] Alrighty well I appreciate it [PII] thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright, what that's on to do bro.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I, if you wanna sit here and listen, you can. If not, I'll get, I'm gonna write all the information down and then I'm gonna come meet you at lunch at [PII]. OK, I'll just see [PII] at the oncology office. OK, that's fine. You can hang up. Bye. All right, bye.
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] Alright appreciate that yes OK so for the future so this basically that's um if y'all ever needed to call back or if you needed to call back uh we would have to do that every time so if you would like um we can send [PII] a copy it's gonna be a third party authorization form essentially just saying that you know we can speak with you and we wouldn't have to call and ask his permission every time.
[CUSTOMER][NEUTRAL] I've got one right here that [PII] signed.
[AGENT][NEUTRAL] Oh, OK, well give that to us.
[CUSTOMER][NEUTRAL] I'm pretty sure it's, it's all filled out and she, and she was, she told me, put your name in there, [PII], and I just never finished filling it out for her because she got to the point where she couldn't write anymore. Like it was, it was bad. She couldn't write, she couldn't do anything. Like it was, she was like, yeah, I took care of her. Let's just say that she's my girl.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Her, yeah, well, she sounds like she was still, uh, you know, taking care of business so that's good.
[CUSTOMER][NEGATIVE] We were trying to, but then we end up the last two months just it really took a toll on her and I and her husband and everything.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] All right. Well, before we go any further, [PII], let me give you this policy number, so you've got it. Let me know when you're ready for that.
[CUSTOMER][NEUTRAL] We just kinda
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] OK, it is 02.
[AGENT][NEUTRAL] 52
[AGENT][NEUTRAL] 5271.
[CUSTOMER][NEUTRAL] 02525271
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, so and of course it is currently active. This is the only policy she has with us. I know you mentioned something about an accident policy. Um, if she has that, that's not going to be through us. All she had was this cancer policy, um, and it looks like it dated all the way back to [PII], but I know you said this kind of happened recently, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, it well, it happened, so.
[CUSTOMER][NEUTRAL] She was diagnosed with crazy. That's when she got her new job at Union [PII] was that last October, or that [PII] is whenever she got, she got, uh, that she was diagnosed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Late November, early December.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] At [PII], she didn't really have anything, but [PII], yeah, it was the most craziest thing because she, her husband had told her multiple times, go get your mammogram done cause they've been traveling all summer because she's a school teacher and so he said, go get your, and she goes, well, I'll just wait till next year. He goes, No, you really need to go ahead and go get it done. And so she went and did her mammogram late, like late, late, that cause she does in summer when school is, you know, but they were traveling.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She did it late, like November, December, this that one year. That's the only year she ever did it late and he forced her to go do it and that's when they found out that she had uh breast cancer.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] And then it went from, and then in 23, she fought it. They did radiation and chemo in 23 and then um you know,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The the type of breast cancer she had, they knew it was terminal. They knew that it was gonna be, yeah, it was, it was double, it was AA, I don't know, metahetic. Like it, it was the worst cancer you could possibly get. Um, but it went to her stomach. And then, um, back in November, um, she passed out, she had a seizure and passed out in the bathroom. And, uh,
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEGATIVE] Oh, that's awful, yeah.
[CUSTOMER][NEGATIVE] We found her early one morning and uh she's passed on the bathroom and that's when we found out that it gone to her brain. She had brain cancer.
[AGENT][NEGATIVE] Oh my gosh. Oh, that is horrible.
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] I know it sucks because she's the best person I ever knew.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEGATIVE] And now I'm trying to help [PII] go through all this stuff and all these paperwork. And every time I turn around, I'm like, what the hell is this, [PII]? And he was like, oh she know she had that. And then I'm like, so I'm trying to figure all her stuff out. And
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] It's just, it's a lot.
[AGENT][NEUTRAL] I understand. I, well, I don't, but I'm so sorry. um, we'll definitely do what we can to help, and this certainly will, as it is of course a cancer policy, and I do see, I did look at some of the older policies she had, uh, looks like they were broken up about a year between so not to overcomplicate things, but there were three separate policy numbers, um, but of course they're, you know, all active from [PII], so I was looking at that one.
[CUSTOMER][NEUTRAL] How much.
[AGENT][NEUTRAL] That went from [PII] and I do see several claims that we've received um under that policy so it looks like.
[CUSTOMER][NEUTRAL] She got
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Y'all do have some claims from that one she did do it over there.
[AGENT][NEUTRAL] Yes, yes, I do see that, um.
[CUSTOMER][NEUTRAL] Did you get the one
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, you're fine. I someone call me. I'd tell her I'd call her later. Do you know if, um, which I know you can't give me a whole lot. Well, yeah, you can't because you talked to, did you, uh, the claims that don't know, was there one for the radiation and one for the chemo for that year?
[AGENT][NEUTRAL] Yeah, yeah, you're fine.
[AGENT][NEUTRAL] Let me see, I do see we have several, so let me take a look.
[CUSTOMER][NEUTRAL] Because there's, there's one that was the initial, there's supposed to be an initial 7500, which I think that's what [PII] said. I think I just got the initial 7.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I do see that.
[AGENT][NEUTRAL] Yes, that was the first one we got. Mhm.
[CUSTOMER][NEUTRAL] And then after that.
[CUSTOMER][NEUTRAL] OK, and he said after that, I don't think we got more, [PII], but then [PII] could have been doing it with him not knowing.
[AGENT][NEUTRAL] Yes, right, OK, so there are several, um, and so for that same claim that paid that $7500 initially, um, there was another benefit on there it looks like it was an imaging test and we paid an additional 500 for that, but with that there were oh my goodness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How many? Hang on just a moment. OK, that was what we got from.
[AGENT][NEUTRAL] This one let me see because I did see something with chemo but it doesn't look like we paid that let me see why.
[AGENT][NEUTRAL] OK, so we were just missing some information. um, I don't, I'm sorry if this it does complicate things, but I mean obviously you guys want to utilize this policy to the fullest extent, so it let me know when you're ready and I will tell you all of the necessary information that we would need to file claims.
[CUSTOMER][NEUTRAL] OK. You, you, I'm ready. I got a pen and piece of paper. I'm, I'm just waiting on you.
[AGENT][NEUTRAL] OK, alrighty so we would need the itemized bills.
[CUSTOMER][NEUTRAL] Hold on, I.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] I my bill
[AGENT][NEUTRAL] Mhm, that show.
[CUSTOMER][NEUTRAL] For the chemo?
[AGENT][NEUTRAL] Yeah, well, this would just be for just about anything really we would need the itemized bills that show diagnosis and procedure codes.
[AGENT][NEUTRAL] And you can get this information from wherever the provider that she went for treatment, they will have this information.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, hold on, so you need itemized bills showing diagnostics.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Diagnosis, diagnosis.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, that's where, that's where we're meeting for lunches at Texas Oncology.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so for the um anything to do with uh chemotherapy, immunotherapy, and or radiation therapy that she had, we would need that information along with the explanation of benefits from her major medical insurance. And again, the providers will have that and that's essentially just showing us that they helped, you know, that major her whoever she had as her major medical did contribute to that.
[CUSTOMER][NEUTRAL] Um, explanation of benefits.
[AGENT][NEUTRAL] Mhm from the uh primary insurance, whoever is her primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty and that's all she wrote um I will say it's very good this policy is still active so you or [PII] um can set up an account online um on our online portal that's going to be the quickest and generally the easiest way to get claim information to us.
[CUSTOMER][NEUTRAL] Let me, let me set it up. Let me try to set it up under [PII]'s well. I have all of them. Oh, I don't have his social, but I can.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I can get it. I mean, if I did it.
[AGENT][NEUTRAL] Um, you had, uh, [PII]'s, it would, it would still be [PII]'s.
[CUSTOMER][NEUTRAL] I do have
[CUSTOMER][NEUTRAL] OK, but she may have done it online though already she already have one. I don't know.
[AGENT][NEUTRAL] Um, I can see. Let me check, let me check. I can see if she created an account.
[CUSTOMER][NEUTRAL] OK, so she's got it under her school. I know she has it under her school uh.
[CUSTOMER][NEGATIVE] And when I tried it, but I don't think I have the right policy number to do it. Maybe that was part of the problem. Let me see.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so she has not created an account, um, but it's not, so when you go to set it up, no, so when you go to set it up, um, I will say as well before I go any further, um, it does have to be accessed on a desktop or a laptop computer the website doesn't really have much support for mobile devices, um, and then when you're ready I can give you that web address.
[CUSTOMER][NEUTRAL] She has not
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I already got it. I'm on ATL. I'm on the [PII] website right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's so it's a bit different than our public website it's um [PII].
[CUSTOMER][NEUTRAL] Looking everything up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's why I have it done under the log in.
[AGENT][POSITIVE] OK perfect just wanted to make sure. OK, so you would.
[CUSTOMER][NEUTRAL] OK, well it says last name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then social security number.
[AGENT][NEUTRAL] Yes, go ahead and put in her social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then her zip code is [PII].
[AGENT][NEUTRAL] Yes, and then the email is going to be what we have on file and it does look like it was her email through the school.
[CUSTOMER][NEUTRAL] And her email
[CUSTOMER][NEUTRAL] Yeah, it
[CUSTOMER][NEUTRAL] Yeah, I think it's the maser. I gotta double. I gotta look it up real fast.
[AGENT][NEUTRAL] It's um I could just give it to you that's OK. It's Mesker [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's Mesker [PII] or Meser [PII]?
[AGENT][NEUTRAL] I've got Mesker [PII] Is that not right?
[CUSTOMER][NEGATIVE] That's not right, um, at
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] At UG
[CUSTOMER][NEUTRAL] Hang on at you I yeah at you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yeah, do we need to change that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's why it wouldn't work yesterday, so I kept trying to set it up yesterday and it wouldn't work because it's Messer C and she goes, oh well I can't change the email address because she.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, well, let's go ahead and change that. Give me just a moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It should be me.
[CUSTOMER][NEUTRAL] Yeah, if I could change it to, yeah, that's fine uh but her email I don't have access to that email so if I could change it to her husband's email, that would be even better.
[AGENT][NEUTRAL] Let me go ahead and change it.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh, that's sure, let's go ahead and do that.
[CUSTOMER][POSITIVE] Perfect. So, um, his email address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hang on, let me get my email pulled up because we've been going back and forth on emails today.
[CUSTOMER][NEGATIVE] Well, he's at work and I'm trying to work and then I'm just like, oh crap. OK.
[AGENT][NEUTRAL] Of course. Oh yeah, that's a lot.
[CUSTOMER][NEUTRAL] Yeah, yeah, and then he's like, meet me up at Texas Oncology. I'm like, let me make sure I get the right information before we go do this, [PII].
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] Um, OK. So his is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that was [PII] at the end.
[CUSTOMER][NEUTRAL] Not [PII].
[AGENT][NEGATIVE] No, not thank you.
[CUSTOMER][NEUTRAL] [PII], oh, you're talking about [PII] for the, the EETM yes.
[AGENT][NEUTRAL] Oh yeah, yeah, sorry, sorry, yes, so ETM [PII] and that was [PII] plural, right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me go ahead and get that changed um and then once I do that you can go ahead and use that email to create the account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be amazing.
[AGENT][NEUTRAL] OK, give it just a minute, it might need.
[AGENT][NEUTRAL] Just think about it for a second. Let's see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, go ahead and try it if it doesn't work we might need to just refresh the screen, um, but go ahead and give that a shot.
[CUSTOMER][NEUTRAL] OK, let me see here, uh, I still have to look his stuff.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right, yeah, OK, and then her birthday is [PII].
[CUSTOMER][NEUTRAL] Huh, it's letting me do it. OK. Username is gonna be [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Choose your own password.
[CUSTOMER][NEGATIVE] Oh, I don't know favorite color for that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] His phone number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, let me write this down so you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 12 and then.
[AGENT][POSITIVE] If you ever do forget that username it's very easy for us to recover that just so that you're aware.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] I, I wrote it down on a piece of paper. It's gonna go on the in the file of.
[AGENT][NEUTRAL] Everything
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh my gosh, OK, your account successfully been created perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I would save on my computer too, so.
[CUSTOMER][NEUTRAL] Hello since you to this update via text message enter your 10 digit phone number. I'll skip that for now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So far,
[CUSTOMER][NEUTRAL] So this was back in 12 of 23. That's exactly 12 of 23. That's when she found out about it.
[CUSTOMER][NEUTRAL] No, I thought that was 22 when she found out about it.
[CUSTOMER][NEUTRAL] But they didn't do any treatment or anything until the first of the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] Let me go get this information now that I can get on here. I'm good to go.
[AGENT][NEUTRAL] Yeah definitely so and of course from there it's pretty straightforward um however they send it to you you could simply upload it there you'll see a spot on the main page where it says you can upload yes um you just upload all of that there there is a size limit as to how much can be uploaded at a time so it might have to be broken up um and then of course just filling out the appropriate claim form which it's the cancer policy.
[CUSTOMER][NEUTRAL] Yeah, upload files.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that should be it. Um, it generally takes it can take about 7 to 10 business days for claim information to process. It doesn't always take that long, but that's just kind of a good estimate. um, then of course you can view the status on the website or you're more than welcome to give us a call and we'll check on them for you.
[CUSTOMER][POSITIVE] OK, I appreciate you. You've been a super help to me today. Thank you, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Oh, I'm glad I'm of course I know that was information overload um did you have any other questions for me?
[CUSTOMER][NEUTRAL] that that I'm gonna take this little piece of paper with me and we're going to um have the.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I was going to offer I'm sorry I completely forgot but before you get off the phone um did you want me to send you, I could send a copy of the policy um I can email that to [PII]'s email just so y'all have it for your records.
[CUSTOMER][NEUTRAL] Get all this information
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][POSITIVE] That would be great. Um, actually, is it on, yeah, do that for me. That would be great because I was trying to get, I asked him, I was like, I cannot find her policy paperwork anywhere. And he was like, I don't know, [PII], she's, and I'm like, oh my gosh. I said, I need her. And I've been up to the, the school, and they gave me like, like just kind of like a little breakdown of some stuff and everything. I'm like, no, I need the actual policy.
[AGENT][POSITIVE] OK, awesome alright.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And they're like, oh, you have to contact them to get the policies, and I'm just like, oh shit, OK.
[AGENT][POSITIVE] I know it's a lot, but if you have any other questions I know it's incredibly confusing and overwhelming but don't hesitate to give us a call back we'll do what we can to help, OK?
[CUSTOMER][POSITIVE] Sounds good I appreciate you.
[AGENT][POSITIVE] All right, you're very welcome, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.