AccountId: 011433970860
ContactId: bb7c9b37-4bf9-425c-8cfd-7608b4c7bb0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1767050 ms
Total Talk Time (AGENT): 1111469 ms
Total Talk Time (CUSTOMER): 657740 ms
Interruptions: 12
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bb7c9b37-4bf9-425c-8cfd-7608b4c7bb0c_20250311T21:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling IPO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I think you're the only one over there today.
[AGENT][NEUTRAL] I think I'm just catching when everybody's gone apparently.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I've got Miss [PII] on the phone. Um, she is the insured for policy number 714,000. She's wanting her benefits and I don't have a policy certificate in on base to look at and PIBFT isn't giving me anything.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For this policy and so I thought I transfer her to you guys to see if you can help her with her benefits.
[AGENT][NEGATIVE] Yeah, let me see these older policies, golly, they're a pain that took us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, because I can't, I mean, it's, it's not telling me [PII] diddly squat and I don't wanna tell her the wrong thing.
[AGENT][NEUTRAL] No, it's not going to. Yeah. Uh, let me.
[AGENT][NEUTRAL] Get over here.
[AGENT][NEUTRAL] What is it? It's uh CPA 2200.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, what level does she have? Do we know?
[CUSTOMER][NEUTRAL] Um, PII BFT it's RCA 15, 1500, I'm sorry, 15,000 RCA 15,000.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, OK, so it's level 2.
[AGENT][NEUTRAL] That's gonna be her chemo and radiation max, I believe.
[CUSTOMER][NEUTRAL] See and I didn't wanna give her that amount because I wasn't really sure when I saw that.
[AGENT][NEUTRAL] Yeah. No, that's OK. Like I said, these, these things, um.
[AGENT][NEUTRAL] The older ones.
[AGENT][NEUTRAL] Let me do something real quick too because sometimes and I know that you guys are gonna be having meetings with us about these things but sometimes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] In on base you can get their information under the back file um not always or you can find the schedule page even if you can't find the benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, sometimes.
[CUSTOMER][NEGATIVE] I saw the schedule page, but it's not complete.
[AGENT][NEUTRAL] You're right. It doesn't really say anything, does it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] What the heck why would that even be uploaded?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't even make no sense. OK, let's see.
[CUSTOMER][NEUTRAL] All that it gives us is the premiums.
[AGENT][POSITIVE] That is wild. I'm trying to see if I can find anything else before I like and just like, oh, OK, you know, like.
[CUSTOMER][NEUTRAL] Right, let me go back to her and let her know that we're pulling in her information.
[AGENT][POSITIVE] This is exactly what you have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that will be, we'll be right back with her so she doesn't think we forgot her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII] she's.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I really hate that this is such an issue.
[AGENT][POSITIVE] Really, really do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It's so complicated for everybody.
[AGENT][POSITIVE] OK, let's see, I'm really hoping our new system completely resolves this problem.
[CUSTOMER][NEUTRAL] Right, and you can just look at it at a glance and just give them to her. Yeah.
[AGENT][POSITIVE] Yeah, and it's like boom, there it is.
[AGENT][NEUTRAL] OK, CPA 2200 level 2.
[AGENT][NEUTRAL] OK, it doesn't look like she has a critical illness rider or the ICU router based off of her application.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just going to give her what I can give her based off of the base policy that we have in on base and then let her know that her chemo Max um based off the level 2.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm trying to make sure there's, yeah.
[CUSTOMER][NEUTRAL] 15,000.
[AGENT][NEUTRAL] It's gonna be 15,000, let's see, and that's gonna be what state is she in [PII]? OK, so that's gonna be based off of.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bill charges, OK.
[AGENT][POSITIVE] OK, I will do my best.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thanks [PII]. All right, bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Hey, this is [PII] with APL in the claims department. How are you?
[CUSTOMER][NEUTRAL] Alright, what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So, um, they, the representative that you were just speaking with, she stated that you had some questions about benefits. Do you have certain benefits you're looking for or just kind of in general or what can I help you with today?
[CUSTOMER][NEUTRAL] Account in general and that that I have um I have my cousin here too. She uh kind of help me take notes or something. I was just trying to find out more about this here so we both might have some questions, OK? And my name is [PII] if it's OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, that
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah, as long as Ms. [PII] doesn't mind you being there, that's completely up to her as long as I have her approval to speak freely about her benefits, then that is perfectly fine, Miss [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. So you have um a level 2 CPA 2200 cancer policy, which basically just means um you have a cancer policy that has a limited benefit on your chemotherapy and radiation, um, as well as other benefits. So your
[AGENT][NEUTRAL] Benefit maximum for chemotherapy, radiation therapy, and immunotherapy is gonna be $15,000.
[AGENT][NEUTRAL] Um, you do have a preventative care benefit which is gonna be like, um, let me get that pulled up. So I can give you like definitions and not just
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. So, preventative care is going to be
[AGENT][NEUTRAL] I'm trying to read this out of our base policy because they don't actually have your policy uploaded but I can still give you information so preventative and diagnostic care that's gonna be like a calendar year maximum typically only one per calendar year per person.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, that's gonna be stuff such as like breast ultrasounds, mammograms, um, certain blood tests that, that will look for like breast cancer or colon cancer, um, a colonoscopy. Uh, there's also a blood test for ovarian cancer, um, Pap smears.
[AGENT][NEUTRAL] Prep, the thin prep Pap test that they can do. Stuff like that, that is a preventative or diagnostic measure that they're using for cancer. Um, those are available without the without a diagnosis. So if you're going for an annual or every 2 or 3 year mammogram, that's gonna be looked at as a preventative top benefit that you can get once a year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let's see. You also have under this.
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] A screening, which is really more of a follow-up top test from your preventative, so it's gonna be more invasive. So that's typically going to be something that requires some type of surgical um intervention to determine. So basically, you receive an abnormal result, God forbid.
[AGENT][NEUTRAL] But then you need to have some type of incision or surgery to further evaluate what's going on. That's gonna be what that cancer screening test is for.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The surgical, the sur you said a surgical schedule benefit?
[AGENT][NEUTRAL] No, so that's a cancer screening. And it is going to be one that requires some type of like surgical type procedure to further diagnose.
[CUSTOMER][NEUTRAL] Lets you on the 2, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let, let me stop you for a minute, um, [PII], um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I call it here. [PII] has already been diagnosed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she has her pathology report and all as to what it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The things that you are calling out to her, is it possible for that to be sent to [PII] in her mailbox or or is there a way she can receive it so that she has a copy of what her policy actually her level two, takes care of.
[AGENT][NEUTRAL] Yeah we can request that her um policy be mailed out to her um I would just have to put in a request for that and then what they would do is they would review that, make sure that you know they don't that they have everything that they need and as soon as they get that together they would send it out. It's usually done same day but I would say give it 24 to 48 hours because it's already past [PII] here.
[AGENT][NEUTRAL] And um they'll probably evaluate it first thing in the morning and possibly get it out if not tomorrow by Thursday.
[CUSTOMER][NEUTRAL] OK, because it's kind of like she's starting at the at the very beginning with everything with what her interests are, her cancer policy, what the policy actually covers.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] And she also need to check on a claim form to uh to turn in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we need a claim form, a copy of the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is there anything else that I can put in a request for to be sent and I will let you know the claim form will have instructions on the first page on everything that we need to get your claim started so that will help as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Very good. And she, [PII], I'm not taking over, but [PII] you, [PII] is also uh interested in making sure that she has an updated beneficiary on her or do you have if you have that? I do it now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see, I can pull up her application and see who the previous beneficiary was listed as if anyone.
[CUSTOMER][POSITIVE] That would be good
[CUSTOMER][MIXED] OK, but I can't remember. It's so long.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, so yeah, this was done back in [PII], so I wouldn't remember honestly if it was me.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, alright, I have that. Let me see if we have a beneficiary listed.
[AGENT][NEUTRAL] We don't have a beneficiary listed so I will get that form sent as well so you can get that filled out and sent in so that you have your beneficiary updated, you have your claim form with your instructions on what we need and how to file there will be a mail a mailing address and there will be a fax number on there so whatever is more convenient for you.
[AGENT][NEUTRAL] You can use those and then I will also request that you have a copy of your policy sent out so that you can reference that as far as your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, because we are looking at a sheet that says summary of benefits and we'll, uh, there is a level 2 on it, but we didn't know if anything had the same that's the right one, yes, because, because it came from, it says American Public Life Insurance Company, a member of the American Fidelity Group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, so American Fidelity is like an umbrella.
[AGENT][NEUTRAL] Of different um companies um it's actually under like the [PII] family companies and so American Fidelity and American Public Life and like we we all are kind of like sister companies like we don't process the same claims but we're all under the umbrella of the same larger company so we're different but we're the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So we at APL will be processing the claims, um, so that should be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your information from us, but I if it doesn't give you a whole lot of information as to what exactly is covered, I will put in that request for sure so that you can still get that but yes it'll it will probably still have similar information as to what you're looking at now.
[CUSTOMER][NEUTRAL] so long, you know, uh-huh. Alright, that's, I'm, I'm thinking this is the way she really wants to start off because she doesn't have anything in her folder that's updated more or less where she can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We can look at it and just say, oh, here's your, your claim form and it and it the claim form is telling us you need to do this, this, this and this, get it turned then we, we, we uh she's starting from the beginning, but she has already been like, she's already been diagnosed so she, we, we kind of want to pick it up a little bit and catch up.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, while you're waiting on all of this to get to you, the path report is definitely a great first start because we do need that to confirm diagnosis and when that diagnosis was found and that will be on the path report. So that's a very good start.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The other thing that we will need is if she's already had any type of those preventative um exams like the mammogram or blood tests or anything like that we'll need the bills for those that have all of the codes on it so like procedure codes and diagnosis codes um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] If she's had any kind of hospital stays, we'll need the bills with all those codes. If she's had any type of surgeries, we'll need those bills as well. Um, let's see, I'm trying to think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Biopsy that she's already had she has already had the biopsy done.
[AGENT][NEUTRAL] OK. Has she had anything else?
[CUSTOMER][NEGATIVE] Have you done anything else with them but you no.
[AGENT][NEUTRAL] Hospital stays, any type of chemo or radiation, anything.
[CUSTOMER][NEUTRAL] hasn't gotten to that point. She would be seeing on the, the uh hematology oncologist on the [PII] of this month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] And then that would better tell her what, what, what will be going on with.
[AGENT][NEUTRAL] What the next steps. OK.
[CUSTOMER][NEUTRAL] What, yeah, yeah.
[AGENT][NEUTRAL] Um, as far as travel, are you traveling more than 50 miles to your doctor's for surgery or to see your oncologist or anything like that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you, when you say, OK, that's right. When you say 50, are you talking about round trip?
[AGENT][NEUTRAL] No, ma'am, one way.
[CUSTOMER][NEUTRAL] One way, no, no, mm mm, we just.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, if you ever do have to travel, if they say, hey, this is going to be the best spot for you to receive any type of treatment or hey, we recommend you go and having anything and it is more than 50 miles one way, um.
[AGENT][NEUTRAL] You do have a transportation and lodging benefit, so make sure that you have a physical address to where you're traveling to and if you decide to stay in a hotel room, you get that bill and turn that in as well.
[AGENT][NEUTRAL] If you ever have to that's just kind of future reference hopefully you don't have to do that but if you do make sure that you provide that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's my idea.
[CUSTOMER][NEUTRAL] What you saying? Oh yes, um, yeah, OK. All right. In other words, keep all receipts.
[AGENT][NEUTRAL] Yes ma'am, definitely keep all receipts if you can get we so we call it here an itemized bill if you can obtain that from any provider and tell them it needs to have procedure and diagnosis codes on your itemized bill that is going to be the most helpful thing that we could receive as far as billing's concerned.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Because it should have all of the information, it should have any dates on there we need. It'll have your diagnosis in relation to your cancer, and it'll have what took place. So uh those procedure codes are gonna tell us what they did while you were there and we can determine all of the benefits from that bill. So if you can get that anytime you go and see anyone, definitely get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] What about the mammogram? OK. You wanna ask about that. OK. From time to time, she has been taking mammogram every year. Then it started 66 months and then it started 6 months.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you, do you back, go back retro back is, does she have the coverage that when she does her, does she have wellness benefits and does, does, OK, she does have wellness can just pay the
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, mhm, it's under that preventative care benefit that I mentioned earlier.
[CUSTOMER][NEUTRAL] OK, if she has some.
[CUSTOMER][NEUTRAL] She can get one from in the past. Do you all go retro bad?
[AGENT][NEUTRAL] We will, and if, if she's been receiving them for 5 years or for 2 years she can submit any mammogram she's had and if we have not paid her for that, we will retro back and pay her for that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, but the farthest back that you can go is 5 years.
[AGENT][NEUTRAL] No, she can go back as long as she's been having them. We have her, she had a, so this policy was effective in [PII], um, and then I have that she actually had a a different type of cancer policy, still a cancer policy, but a different kind of cancer policy that began in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 19, yeah, no, I didn't hear it.
[AGENT][NEUTRAL] So I don't know how long she's been receiving it, but if they have a record of every date that she's received a mammogram and they can provide her with something that shows every date.
[AGENT][NEUTRAL] And you know that it was for a mammogram or whatever I don't know how they would do that but if they can um I would definitely send that in we can we will retro back as far as we need to if you've not ever claimed that benefit.
[CUSTOMER][NEUTRAL] Yes, so that's, I've been taking milligrams every year.
[AGENT][NEUTRAL] When did you first start?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you remember?
[CUSTOMER][NEUTRAL] But first, but when I first started taking mammogram.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, so, oh, probably about 20 years ago, I mean, she, you know, she, she has never, in other words, she has never, but I thought, yeah, I never submitted those when I thought I never stopped.
[AGENT][NEUTRAL] Yeah, OK, yeah, so if you can get something for every mammogram you've had regardless of how long ago that was, if it was the year [PII] or if it was [PII], however long it was, if you can get something from your physician showing that you had a mammogram and it gives us the date, even if it's just like um.
[CUSTOMER][NEUTRAL] I think that's [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like an aftercare summary, you know how they'll give you a piece of paper after your your visit and it says you were seen for or you had this done today and it'll say something like a mammogram and it'll have the date and the doctor even if that's all it is, that is proof and what I'll do is I'm actually going to send over the wellness claim form to you as well.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] That's good, yes.
[AGENT][NEUTRAL] Because what you can do is you can fill that out and just instead of marking and having to make a whole bunch of copies you could put your information on there and submit those documents with proof just mark mammogram and submit your proof right along with it from your doctor and they'll can that way you don't have to make like you know if you've had 5, you know, 1 for every.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 5 years in the past then you would have to fill out 5 forms but what I would recommend is just submitting that proof and just submitting the one claim form and all of the dates will be on each of those.
[AGENT][NEUTRAL] those notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Submit one claim form with attachment of each note of the date that you actually had it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah and you can submit that all together because they'll know that you're submitting it for wellness and just like I said just mark mammogram and submit all of those papers with that one form because the dates will be listed for you so you don't have to do it you don't have to fill out the dates on all of them.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, one more mini mammogram. OK, alright.
[CUSTOMER][NEUTRAL] OK, [PII], what else do you want to think of.
[CUSTOMER][NEUTRAL] I'm gonna see. How, how can I get back and take care of? You're pressing me.
[CUSTOMER][POSITIVE] Yeah, you would like to really talk with her. Yes, he want, yeah.
[CUSTOMER][NEUTRAL] But you know somebody and they patient and they take time with, you know what I'm saying, and she won't she she would like to keep [PII] is it [PII] or [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] Uh, I have been raised in the South, so you just call me whatever comes off the tongue.
[AGENT][NEUTRAL] I've been called [PII] and I've been called [PII], so it's fine, whichever one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] I can hear that breakdown of, I can hear the sound in you. That's OK. OK, I can hear it. OK. All right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so you just, so when you have questions or if you have concerns when you call, just say I wanna talk to [PII] in claims. I'm the only [PII] over here so they'll they'll know how to get to me.
[CUSTOMER][NEUTRAL] What I'm just asking.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] How do you spell your [PII] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, that's why I did it, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what is all this information is gonna be sent out tomorrow.
[AGENT][POSITIVE] Yes, I'm going to put in that request and hopefully they'll review it first thing in the morning and get it in the mail to you by tomorrow if not tomorrow I would say at the very latest Thursday but they're usually pretty good about getting it out quickly whenever it's been requested.
[CUSTOMER][NEUTRAL] OK then. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think I think that might be all then, you know, because I gotta get all the information so I can send it out anyway and like you say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, go ahead and start working on trying to get any bills that you may already have like those itemized statements I was talking about and see if you can go ahead and start getting those that way you're not waiting on us to get that to you and waiting on them like you can go ahead and give them a call and let them know that you need that yeah and then that way when you get your claim form hopefully.
[CUSTOMER][NEUTRAL] So working on me.
[AGENT][POSITIVE] You've already been able to get that information or it'll at least be on your way and um and you can start filling everything out and kind of getting it all together all at the same time instead of waiting on so many different people.
[CUSTOMER][NEUTRAL] Yes, but I, I take this here, but they to me, I ain't gotta go to the hospital with this. I just do it on my own, right? You, you can.
[AGENT][NEUTRAL] Yeah, yeah, you don't have to get them to submit anything on your behalf. You can submit everything. You would just need to request the itemized bill.
[CUSTOMER][NEUTRAL] It had high I my I just get everything doing still, OK.
[CUSTOMER][NEUTRAL] Some [PII], some, some sort of policies.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, give you like a beginning, uh, check to help with individual costs that you incur while you are going through things, just in the level two that she's in, uh, is she entitled to something?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I don't see on her application that she has what we call a first occurrence or a lump sum benefit for being diagnosed. However, once I get that policy um sent out and requested it also like her specific policy be uploaded, I can reevaluate that and go back and double check that we don't have that to go ahead and consider if we do.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, I will give her a call and let her know to go ahead and um submit that path report and her claim form just as soon as she gets it. Don't wait on anything else if you have that first occurrence or that lump sum, we're gonna go ahead and get you, get that out to you if we have it available. I don't see it on your application, but that doesn't mean, like I said, this is from [PII], so if anything's been updated since then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't see it here, but I'm going to get your policy uploaded for myself in our um.
[AGENT][POSITIVE] In our system and I'm gonna get it sent to you so I'll be able to further evaluate exactly what you have once we get all that uploaded and sent to you as well.
[CUSTOMER][POSITIVE] OK. And it also saves $150 per day of confinement. Once they, when they do the surgery, um.
[AGENT][NEUTRAL] Yes, she does have confinement. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if she, if she goes in for any type of stay, um, so to be confined, you have to be there at least 18 continuous hours, whether that's a surgery for your cancer or whatever the case may be, treatment related to your cancer, 18 hours is considered a full day of confinement, even if you don't have a room and board charge.
[CUSTOMER][NEUTRAL] Where you want.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So if she has a hospital bill where she was there for 18 hours or more, definitely get that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You got anything else on, you know, I can't think. I'm so glad you hit me. Oh, now we talking to a nice young lady that's gonna break it down because she is alright.
[AGENT][POSITIVE] I'm so happy to help and I'm so sorry that you're going through this, but we're here to help you as much as we can, OK?
[CUSTOMER][NEUTRAL] Mm, OK, he said everything. I think I can't think anything else right now, but if we do, uh, I can call you back, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, um, I will be gone for the day after our call, but I'm here [PII] Monday through Thursday and [PII] on Friday, so unless something is going on in my personal life and I'm not in the office, I will be here.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] Monday through Thursday, give the Friday one again please.
[AGENT][NEUTRAL] [PII] on Friday.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII] [PII]. OK, alright, OK, well we, we on the information then.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, we'll get it out to you as quick as we can, OK? Let us know if you need anything else.
[CUSTOMER][POSITIVE] OK, alright, thank you very much. Thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You guys have a good evening, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right. All right, bye-bye.
[CUSTOMER][POSITIVE] God bless you. God.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Mhm OK.