AccountId: 011433970860
ContactId: bff0a511-81c6-4333-bc45-cc53c236c0cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1787469 ms
Total Talk Time (AGENT): 800428 ms
Total Talk Time (CUSTOMER): 926333 ms
Interruptions: 19
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/bff0a511-81c6-4333-bc45-cc53c236c0cc_20250529T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, I'm sorry, did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK, this is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][NEUTRAL] Well, I'm doing fine. Um, I've got a couple of questions. You might be able to answer them yourself. Um, let me, you're gonna need to get some information from me first, I'm sure.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Um, like, my name is, my name, my name is [PII] and my husband's name is [PII], and I'm calling today.
[AGENT][NEUTRAL] Uh, yeah, go ahead, you're fine.
[CUSTOMER][NEUTRAL] Oh him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, um, so, uh, do you need like birthdays or address?
[AGENT][NEUTRAL] Sure, uh, first, if you don't mind, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, sure, you can. It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I know, I do. Let me see here it is. 00996576.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, I'm sorry, I think I might have misheard that. Would you mind repeating that for me, [PII]?
[CUSTOMER][NEUTRAL] Yeah, let me put my finger on it. Maybe I missed the left, left a a number out. uh 009.
[AGENT][NEUTRAL] You're OK?
[CUSTOMER][NEUTRAL] 96576
[CUSTOMER][POSITIVE] I think I did actually.
[AGENT][NEUTRAL] OK, no, I think I don't know, I put an 8 instead of that 5. I'm so sorry. There we are. That looks a lot better. There's [PII] and [PII].
[CUSTOMER][NEUTRAL] Nah, no biggie.
[AGENT][NEUTRAL] OK, um, and yes, if you don't mind, [PII], uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you, uh, and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, you can [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is, uh, [PII].
[AGENT][POSITIVE] Awesome thank you for verifying all of that. Alrighty, what can we help you with today?
[CUSTOMER][NEUTRAL] Well, first off, let me just tell you, I know you've probably talked to me before. I'm not real computerswavy and so everything from day one has been a challenge. Uh, however, the thing that I recently sent you, and it's still that you hadn't had it but a few days, so it's being processed. I noticed when I opened it up.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I basically resent the same thing to you that I had sent before and didn't mean to do it. I meant to take those other things off and just include the one day that they had um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, denied this is in regard to transportation benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because the way I understand it is if you travel to [PII] and let's say you're going to have a scan and you've, they've already paid your $500 toward.
[CUSTOMER][NEUTRAL] That kind of testing for the year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then you're not entitled to that.
[CUSTOMER][NEUTRAL] Um, transportation, right?
[AGENT][NEUTRAL] Not necessarily, um.
[AGENT][NEUTRAL] Let me get that policy pulled up and just double check that um typically I don't believe so. I think you know if he still goes somewhere to get treatment, uh, regardless of whether or not we're able to pay that benefit, that is a separate um benefit on its own is that uh travel assistance. So give me just a moment let me get that pulled up here.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Certainly.
[AGENT][NEUTRAL] And then just to address what you said earlier as well, it is no problem if you send um.
[AGENT][NEUTRAL] The same information that's not a big deal. The only thing is you might, uh, it could cause some confusion as you know it might just say that this is duplicate it's a duplicate or something like that, but that's not a big deal. It happens.
[CUSTOMER][NEUTRAL] Already been.
[CUSTOMER][NEUTRAL] Well, and this is what I'm, uh, that's kind of the reason for one of my phone my phone call today because I didn't mean to have those other things on there, uh, because I just assumed they weren't gonna pay on them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] That's perfectly fine. Um, there's, I always tell anybody anything, uh, regarding claims. It's always better to have too much information and not enough, so that is perfectly fine.
[CUSTOMER][NEUTRAL] Always, always true.
[AGENT][NEUTRAL] Yes, that's, that's fine. OK, so the transportation benefit, uh, states that it's a maximum of 12 trips per covered person per calendar year for all modes of transportation combined, so that is its own benefit, uh, regardless of any other benefits that we might be paying for said treatment that's being received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, so a maximum of 12 trips per calendar year.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's what you told me, right? OK. Well, let's start.
[AGENT][NEUTRAL] Yes, that is by bus, plane or train or by car.
[CUSTOMER][NEUTRAL] Uh, right. Well, we, we just drive. That's our only route to go. Um, however, uh, let's just start, not in the beginning, but
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I was paid in the very beginning when they diagnose we had, I had to send in the uh what do you call it? The pathology report. And on that visit, they paid for our trip there and back if, if I'm looking correctly at that.
[AGENT][NEUTRAL] Pathology report.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See if I can't find that. Give me just a moment.
[CUSTOMER][POSITIVE] Sure, you go ahead, take your time.
[AGENT][NEUTRAL] Yes, uh
[AGENT][NEUTRAL] I do see that first occurrence benefit was $5000 and then transportation to [PII], uh, we paid a benefit of $78.
[CUSTOMER][NEUTRAL] Yes, yes, and I believe that was for the one trip. Uh, let me see. OK, then.
[CUSTOMER][NEUTRAL] I've tried to keep up and make copies of different things. I don't think I've made copies of anything that had a zero payment on it, and I guess now I should have, but without that being said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the claim that they gave me um.
[CUSTOMER][NEUTRAL] They, I don't think they denied anything on the.
[CUSTOMER][NEUTRAL] 3000. Well, actually,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hospital confinement n intensive care, and on the back, they talk about office visits are not covered, explanation, a calendar year.
[CUSTOMER][NEUTRAL] Imaging has been met laboratory test OK and calendar year maximum for something else. OK, let's go and look at the one that uh the claim number I know it's right here, 3602.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 895.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think you paid 11 12966.
[AGENT][NEUTRAL] Yes, OK, yeah, I see that claim.
[CUSTOMER][NEUTRAL] Most, most of that was his immunotherapy, his matter of fact, his very first one. and I don't think you're gonna pay more than 20,000 on the calendar year. So, um, that, that's that. However, I also had claimed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, this one says [PII] and [PII] MD [PII] benefit name not found. I don't really know what that was.
[AGENT][NEUTRAL] I see that MDM let's see, or [PII] let's take a look there.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, so for that.
[CUSTOMER][NEUTRAL] It might not have anything to do with transportation.
[AGENT][NEUTRAL] Sure, no, no, no, that's fine, and I don't, depending on what you're looking at, it can be a bit confusing as you know, the wording might be a bit different than what I'm seeing. So let's see this one is stating for the MD [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Benefit does not cover other procedures related to radiation, chemo or immunotherapy such as treatment planning, treatment management or treatment or consultation, design and construction of treatment devices, radiation.
[AGENT][NEUTRAL] Calculation lab tests, X-rays, scans, it's just going through all these other things. So, um, to put it simply, it just looks like it's something that's simply not covered under this policy, right? So that's just something that's not going to be covered, um, and now I do see these.
[CUSTOMER][NEUTRAL] Uh, yeah, and the like the uh equipment they use.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Other transportation benefits that we did not pay. Let me take a look at those.
[CUSTOMER][NEUTRAL] OK, I also attempted to send y'all like.
[CUSTOMER][NEUTRAL] Two of them. I had like.
[CUSTOMER][NEGATIVE] I was having a horrible time with this technology. Um, so I was trying.
[AGENT][NEUTRAL] Oh, you're OK. I understand.
[CUSTOMER][NEUTRAL] Uh, here's the, OK, it kicked me off just one.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Actually,
[AGENT][NEUTRAL] Well, I think I found the hiccup regarding that um if you just needed clarification regarding why that those two transportation instances did not pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm, I'm, I'm listening.
[AGENT][NEUTRAL] Sure, no, no, no, you're fine, um, OK, so we did pay one, transportation benefit under this claim, the same one, and it looks like it's for the same date of service that he received that chemo benefit now the other.
[CUSTOMER][NEUTRAL] I know that.
[AGENT][NEUTRAL] Transportation, um, claims that we see here are for different dates of service and the reason that they're stating they didn't pay is that it doesn't appear or we did not receive um information regarding what kind or if it was a covered treatment that he received for those dates of service so I have one from [PII] and one from [PII]. 0 sure, yes, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me write this down now. OK, wait a minute. Uh, 3 and 14, and what was the other?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 314 and uh 43.
[CUSTOMER][NEUTRAL] 43. OK, now the 314, y'all actually paid on a benefit that day.
[AGENT][NEUTRAL] Yes. The one that we, mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's take a look. It might be because.
[CUSTOMER][NEUTRAL] It was the on that.
[AGENT][NEUTRAL] That information may not have been included in this particular claim that might be where that confusion is. Let me take a look, give me just a moment to see if I can't find that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah that was.
[CUSTOMER][NEUTRAL] Because what I sent you again was because I did claim it on the claim form I had 3 different things.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] So confusing.
[AGENT][NEUTRAL] 3:14, let's see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bear with me I'm just kinda trying to sift through, see what I can find for that particular date of service.
[CUSTOMER][POSITIVE] Yeah, no, no, that's, that's quite all right.
[AGENT][NEUTRAL] OK, I did find one looks like that was.
[AGENT][NEUTRAL] For imaging, let me see if I can't find something else.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, I see that imaging benefit.
[CUSTOMER][NEUTRAL] Yes, it was the one that you paid the $500.
[AGENT][NEUTRAL] Mhm, yes, OK, let me see if I can find something else.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that does look like that is the only instance of treatment that we received for that date of service.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] And let me oops, I can click the right thing here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So yes, so the transportation benefit does state that it's going to be for, oh bless you, um, receiving uh radiation, chemo or immunotherapy, uh, bone marrow or stem cell transplant or surgery. So if it was just the imaging treatment that he received, then that transportation benefit would not apply.
[CUSTOMER][NEUTRAL] OK, even though we drove to [PII] and you paid toward the imaging that day?
[AGENT][NEUTRAL] Chemo
[AGENT][POSITIVE] Yes, the imaging benefit, the, the treatment he received, that's perfectly fine. It's when that travel benefit kicks in. It's specifically for, um, again, radiation, chemo, immunotherapy, uh, bone marrow, stem cell transplant, or a surgery that's at least 50 miles away from your home.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, then why did they pay me the travel to and from for the pathology report?
[AGENT][NEUTRAL] For which, uh, which one are we looking at? I'm sorry.
[CUSTOMER][POSITIVE] In the very beginning. I'm sorry.
[AGENT][NEUTRAL] Oh no, no, no, you're OK. I again just wanna make sure we're looking at the same thing here. Oh, I think I just clicked the wrong one, yep, sure did.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, that was [PII], yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I am not with it today. I'm sorry. I keep typing the wrong things.
[CUSTOMER][POSITIVE] No, you are with it. Better than me.
[AGENT][NEUTRAL] No, ma'am, I am not. I'm doing my best, but I'm not. All right, let's see.
[AGENT][NEUTRAL] Well, now this is one I'm not quite sure that we.
[AGENT][NEUTRAL] Cause it looks like he also had a surgery that date of service, which I'm sure that might have been part of the pathology report, um, in which case that is going to be a.
[CUSTOMER][NEUTRAL] On [PII] on [PII].
[AGENT][NEUTRAL] Uh, 34. Now, I see that benefit. I'm gonna try to look.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] Because on this claim, um, uh, I'm looking at the claim uh 357-9668 that's where that, um, first occurrence benefit, um, typically once we receive that pathology report as you said, um, which was [PII], and I see a surgery benefit or um claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On here but it's not stating that we paid it. It looks like we were missing the fully itemized surgery bill that includes the uh procedure and diagnosis code. So let me see if we ended up actually paying that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That, that's gonna be, I, I think you're right. That's gonna be when we had the uh the biopsy kind of like an outpatient thing.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right and that absolutely counts as a surgery, um, in which case that transportation benefit would apply.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and you don't show I claimed on that one then.
[AGENT][NEUTRAL] Well, I'm, I'm trying to look because I do see on another claim um that was 359-6098. I see a couple surgery benefits uh for that date of service um [PII] that we did pay.
[CUSTOMER][NEUTRAL] Now that's
[CUSTOMER][NEUTRAL] Yeah, I'm looking to because.
[AGENT][NEUTRAL] Benefit amount
[AGENT][NEUTRAL] I just wanna make sure that's the same.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just physician referral.
[AGENT][NEUTRAL] Anesthesia benefits, OK, yeah, this looks like that looks like it. OK, so I guess we did just on a separate claim we must have got just gotten that missing information that we were needing.
[CUSTOMER][NEUTRAL] OK, so you say you have paid for the, the the transportation and the biopsy. I can't remember what day that was.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's OK, um, I'm showing that was, uh, [PII].
[CUSTOMER][POSITIVE] Yes, you're right, so you said yes you have paid for that one?
[AGENT][NEUTRAL] Yes, ma'am. So we did, of course, that first occurrence benefit of just simply receiving that pathology report. Um, we did get the information we needed for that surgery, so we paid that surgical benefit as well as the transportation benefit for the surgery.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, that was on [PII] and [PII], OK, and then, um, [PII] and [PII], that was just a follow up lab.
[CUSTOMER][NEUTRAL] Imaging
[CUSTOMER][NEGATIVE] That particular day, all we had on [PII] and [PII], we only saw the doctor, we had the um imaging done and we had the lab, so that did not warrant a travel.
[AGENT][NEUTRAL] The transportation benefit correct.
[CUSTOMER][NEUTRAL] Transport, yeah, that's not.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah travel on that.
[CUSTOMER][NEUTRAL] Travel. I'm writing myself notes so I will remember. OK.
[AGENT][NEUTRAL] No, you're fine. It is very confusing.
[CUSTOMER][NEGATIVE] It is and you know, I, I know some of it is not that much money, but do you know if you pay for this policy for so many years, you hate to not do what you're supposed to do.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, absolutely get your money's worth, absolutely.
[CUSTOMER][NEUTRAL] OK, so then on the [PII] really all we did here was.
[CUSTOMER][NEUTRAL] Uh, the brain MRI, OK, this was gonna be my next question. Let's move on to that.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I had read when I read, um, my policy, I went back this morning and was reading, so there could be a hiccup in there that, you know, I didn't read between the lines or something, but it said here on drugs and medicine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If you were inpatient per confinement.
[CUSTOMER][NEUTRAL] Or if it's outpatient it's per prescription um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It would pay $150.
[CUSTOMER][NEGATIVE] He confinement. Now, we were only in the hospital one time. We were there 10 days. So what I attempted to do the other day was one of the and both of these are being processed now. The first one doesn't sound like they're gonna pay because that was supposed to be the 314, all those other ones got put in.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But um that one I don't think they're gonna pay cause like you said, it was just the imaging that day. But on the other one, I've attempted to send you the, the different things, drugs and medicine that we were given while we were in the hospital. Would a portion of that be covered?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It should, yeah, as you were saying if that's.
[CUSTOMER][NEUTRAL] Or does it look like it would be?
[AGENT][NEUTRAL] Yeah, so, uh, with that benefit that you were, uh, describing the same one, regarding when he was inpatient you said like for the 10 days?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Yes, absolutely, um, and so that's where that would, uh, kick in and now it does have, well, that's for outpatient. I don't believe, yeah, inpatients just gonna be uh uh per consignment so let's see and that's going to be.
[AGENT][NEUTRAL] Yeah, he is receiving.
[AGENT][NEUTRAL] Radiation, chemo, immunotherapy. Let's see.
[AGENT][NEUTRAL] No administrative charges, yada yada. We know that. Um. And I will say to you, um, that there is, hormone therapy is different. So if there's any sort of uh prescriptions or anything like that, that's a separate benefit. But any sort of drugs or medication that he received while inpatient, that would absolutely fall under that category.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, OK, I think, I don't know if you can read it because.
[CUSTOMER][NEUTRAL] I've got it on my computer and I managed to send it to you, but I can't read it because it's little. It's I don't know how to make it bigger. So I wanted you to take a look at that and see if it looks like I sent you the right information.
[AGENT][NEUTRAL] Oh, you're OK.
[AGENT][NEUTRAL] You're OK?
[AGENT][NEUTRAL] Sure, so is this the information that you sent us on uh [PII]?
[CUSTOMER][POSITIVE] I believe it's going, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, so unfortunately I am unable to view that yet as it is still currently being processed. So once it's completed processing, I'll be able to take a look um I will say of course don't obviously.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know, like, you know, you want your benefits paid as quickly as possible, which is understandable, but there's no problem if we're missing information or if for some reason it's not legible we'll simply just tell you that and then from that point we can see what uh further information we might need to get that paid.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My need. OK, OK. I figured you'll know how to blow it up, but when I look at it, I would have to have a magnifying glass.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Oh yeah, oh yeah, it's especially if it's something straight from the providers I'm like how is anyone supposed to see this.
[CUSTOMER][NEUTRAL] Um, but what happens is because.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Well, and see what happens that that I was trying to do it myself and I sent it and then it said that it was the file was too big.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And what, and the reason is because I think, because I took a picture of it.
[AGENT][NEGATIVE] Oh, and then your, your phone's quality was just a little bit too good.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] Well, I, I, I don't, I don't really know, but I do know that um uh there's gotta be a better way for me to do this because I'm actually going to the billing department each time and um they're giving me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Everything that's being done.
[CUSTOMER][NEUTRAL] With, and it even shows on there what Medicare's paid, you know, that kind of stuff. Um, but, but at the same time, I don't know how to, to get it. I think maybe the idea is to scan it on the printer.
[AGENT][POSITIVE] Yeah, absolutely, yes.
[CUSTOMER][NEUTRAL] And then I don't know, save it on the uh I'd say that that oh that's very confusing. We have a son that is helping us um but taking a picture of it, taking a picture of it wasn't the thing I guess I needed to do.
[AGENT][NEUTRAL] No, no, you're fine.
[AGENT][MIXED] Good, because it is, it is very confusing, mhm.
[AGENT][NEUTRAL] So typically you could. The issue is, and it's something that I've dealt with myself and it sounds funny, but these phones, you know, they've got these incredible cameras, but that means each picture that you take, the file size is huge because of the quality, you know, so there are ways that you can.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] What? It
[AGENT][NEUTRAL] Oh, that's, you know, it's just how.
[CUSTOMER][NEUTRAL] Well, that's when he, he had to take over because he did a zip file which is way out of my league and then it was still too big and he had to do something else. So I'm like, OK, maybe if we scanned it.
[AGENT][POSITIVE] Yes, compressing, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That would definitely probably help. um I know with photos there are ways that you can um.
[CUSTOMER][NEUTRAL] And then send it it would.
[AGENT][NEUTRAL] Like reduce the quality to make it smaller, but you know you're getting into some it's a bit it's kind of hard to explain if I'm not this is the kind of thing where I'm like, you know.
[CUSTOMER][NEUTRAL] Would you
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me do it for you kind of thing, but if I would if I could.
[CUSTOMER][NEUTRAL] I, I, yeah, I think this, I, I think some of these claims are gonna slow down because we seem to be maxing out on everything, um.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] That's yeah no well that's OK.
[AGENT][NEUTRAL] Now we'll say as well, our
[CUSTOMER][NEUTRAL] You know, uh, so my.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, I really wouldn't say anything important. Go ahead.
[AGENT][NEUTRAL] No it's OK. I was just saying um currently our online portal is undergoing some uh pretty big changes so it's going to be.
[CUSTOMER][NEUTRAL] Yes, I did know that.
[AGENT][NEUTRAL] Yes, yes, so with that, um, hopefully there will be not as many hiccups when it comes to uploading information. I'm not 100% if they've increased that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, cap that they've got for you know how much you can upload at once, but I would certainly think so. So let's fingers crossed for that that it's just a bit easier um if you have access to a scanner you can absolutely try that depending on how many documents you have. I know that can be um time consuming but it might be uh easier.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah well, I've got a scanner, but ask me if I know how to use it.
[AGENT][NEUTRAL] No, I get it. That's OK.
[CUSTOMER][POSITIVE] But we're fixing to, we're, we're going to learn that like I'm learning the computer and all the other stuff.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Listen, I grew up with this kind of stuff. I feel like I know quite a bit about computers. Printers are the bane of my existence. Anything to do with printers, I'm lost.
[CUSTOMER][NEUTRAL] Ah, if my husband didn't kill me, I think.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, um, we really are too and it took us both to just get it set up and um but we got it set up so um that's what I'm going to try to do next time is figure out how to scan it and upload it.
[AGENT][POSITIVE] Yeah, it should be pretty easy most of the time when you scan it goes right into a folder and you'll see it straight away and you would just be able to click and upload it from there.
[CUSTOMER][NEUTRAL] In that way, see, I guess the, the, the.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Wouldn't that be lovely? OK, now, another thing, the claim form.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's really only used for travel or lodging, stuff like that. The other stuff I don't really have to fill out a claim form, do I? I just send it to you.
[AGENT][POSITIVE] I always recommend doing that anyway. I do always recommend doing that anyway just in case there is something that is a payable benefit and we might need that claim form for I will say it would be per upload if that makes sense. So if you're, you've got a lot of information at once, you would just need that one claim form I would still recommend filling that out regardless.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, the claim form really, I mean you fill out the top part of it, but then the when you start going down it only talks about transportation or.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The um lodging so you just leave that blank and just forward that one and upload that along.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If it's not applicable.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, just upload that along with the file that um you're gonna need to look at.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Any other information? Yes.
[CUSTOMER][NEUTRAL] OK. Well, we learn a little bit more each day. Um, OK, well, I will go back on my own. I do understand why they did not pay that one for the [PII], so I'm sure she'll send me back a denial for that, and I, but I'll understand why and then hopefully if she needs anything else on the.
[CUSTOMER][NEUTRAL] Um, pharmacy medicine or whatever, she'll she'll let me know.
[AGENT][POSITIVE] Oh yeah absolutely and if you need any clarification if you don't quite understand you know you can absolutely give us a call and uh we'll do our best to help you out with all that.
[CUSTOMER][NEUTRAL] And I mean, and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your time today.
[AGENT][POSITIVE] Absolutely, yeah, did you have any other questions for me? I know that was quite a bit of information.
[CUSTOMER][POSITIVE] No, I think, I think I've got it and I appreciate your time. [PII], right?
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] You are very welcome. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Have a great day.
[AGENT][POSITIVE] You too, Miss [PII] thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.