AccountId: 011433970860
ContactId: d377d7af-040e-4401-bd66-9a888ee1e877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1508729 ms
Total Talk Time (AGENT): 688755 ms
Total Talk Time (CUSTOMER): 717847 ms
Interruptions: 13
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d377d7af-040e-4401-bd66-9a888ee1e877_20250408T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good, uh, morning. How are you? My name is [PII], excuse me, [PII], and I'm a customer and I spoke to someone a couple of months ago about sending some more information in and I'm not quite sure or remember what they exactly told me. I think they told me I need I could send some information in from like uh.
[CUSTOMER][NEUTRAL] From August date or either February, I mean, either from August up until December or either October to December, I'm not quite sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was this regarding a claim or was this to uh file past claims is that what you mean?
[CUSTOMER][NEUTRAL] Yeah, I have filed claims before, but then I just finished radiation, uh, [PII], and so they told me I had to get the printout from um the billing office with the I guess the codes and the payment amount and the procedure so I got that but I'm not quite sure. I can't remember she told me to send everything in from August.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because that's when I had my surgery, my breast, the, the breast removed and all of that up until December or was it October up until December. And I did speak to someone, but I can't remember.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Sure, OK, yeah, I can get that pulled up and we can get clarification on that. um, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then uh do you have your policy number?
[CUSTOMER][NEUTRAL] Um, let me see, hold on, can I look on this? I was trying to find it.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] If it's easier, I can start using your social as well.
[CUSTOMER][NEUTRAL] But this is where I
[CUSTOMER][NEUTRAL] OK, OK, alright, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, I do believe I found you, wait a minute, hold on.
[AGENT][NEUTRAL] There we are. OK. I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII] and [PII] is one road, I mean, one word.
[AGENT][NEUTRAL] Got you thank you. Last thing I need is the email address we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got it. OK, thank you so much for verifying that information [PII]. Give me just a moment, let me take a look here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So I do see that last note that uh from when you spoke to us last. So, did you send that uh out of my statement from your surgery in August?
[CUSTOMER][NEUTRAL] No, no, I haven't seen anything cause I've been just um dealing with side effects. I'm just trying to come back to work and I'm just having a time, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I understand. I completely understand.
[AGENT][NEUTRAL] Absolutely, uh, and of course there's no, um, timely filing limit, so it's not like you have to get it to us within a specific time, so that is perfectly fine, um, so there was that.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Chemo benefits max 12 months. Mhm.
[CUSTOMER][NEUTRAL] And what I did get from what I did get from MD [PII] from the billing office, it started um 8 in August so I'm thinking she told me anything from August up until December because that's when my last um I finished radiation [PII], yes, uh-huh finished radiation and everything [PII].
[AGENT][NEUTRAL] For your chemo? OK.
[AGENT][NEUTRAL] Do you remember the start date for your radiation?
[CUSTOMER][NEUTRAL] And that's what the
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] That's going to be where for this policy, how that works is the chemo benefit is on a 12 month um you get like so much allowance per 12 months but at the start date is of course the first time you receive uh chemo or radiation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what I see here I'm looking for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The doctor's name, hold on, let's see.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so it had to be.
[CUSTOMER][NEUTRAL] I'm thinking the first time I saw her, she's the radiologist, oncologist.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looked like it started.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. And the other part, this was when I had my, the breast surgery, so I don't think y'all need that part.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. OK.
[CUSTOMER][NEUTRAL] Or do I just send everything and let you look at it? I don't know.
[AGENT][POSITIVE] You absolutely can, uh, whatever is easier for you. I mean, you know, worst thing we're gonna say is that's not necessary or something like that. So if that's easier for you, that is perfectly fine. We can definit[PII] through all of that, OK, so I am showing for 24 that that.
[CUSTOMER][NEGATIVE] No the right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Chemo radiation benefits we paid 20,000 and I do believe that was the maximum. So let me check that and you said that you finished in uh December of last year, is that right?
[CUSTOMER][NEUTRAL] Yes, I did um the come in. I had radiation. I had the 30 rounds of radiation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, give me just a moment because it doesn't, if that's the case then we wouldn't of course be able to pay anything additional, um, but let me look and see what that maximum was just to be safe.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright let's see.
[AGENT][NEUTRAL] Here we are, yes, OK, so yes, it was up to 20,000 which we did reach that limit for last year, um, so of course if nothing was done, um, about 12 month period, so if it was just between, um, October and December, then of course there's nothing additional we would be able to pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, I was just making sure and that's what she just told me to get it to be on the sure she's still the safe side. OK, so starting, so in January of this year, so how does that work if I'm still taking like uh oral chemo now? Does that, does this policy apply to oral chemo as well?
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that's a good question. Um, and I, when you say that, that, that's a medication, correct? Like it's just, is it a prescription?
[CUSTOMER][NEUTRAL] Yes, ma'am. I take, yes ma'am. I take um I take it every day and I have to take it for the next 10 years.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And then I also take, uh, and then I also take uh what they call Virsinio and I'm not sure. I think maybe another chemo type pill I take that for 2 years. So I'm not sure does the policy cover that and um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is a very good question. Um, let's see. Well, and of course I will say that, you know, for the 12 month period has been exhausted, so nothing additional would be able to be paid until October of this year from the first date that you started, um, is when that will kind of replenish. But that is a very good question, especially if you're gonna be on that for a while. Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I did, I kinda looked through all of the fine print, um, and I don't really see anything specifying one way or another. So, I'm sorry, do you have the name of the uh drug that this is?
[CUSTOMER][NEUTRAL] It's an anestrozole.
[AGENT][NEUTRAL] And strozal.
[CUSTOMER][POSITIVE] I think I'm saying it right.
[CUSTOMER][NEUTRAL] If not, I can look it up.
[AGENT][NEUTRAL] Isn't no, no, no, that's fine um OK and this was like is it just like a tablet?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm looking in my chart to make sure I'm giving you.
[AGENT][NEUTRAL] OK. And this is the medication you said?
[AGENT][NEUTRAL] That's OK, and this is, mhm.
[CUSTOMER][NEUTRAL] I take that
[CUSTOMER][NEUTRAL] I take that for the next 10 years. And so, uh, and then I take uh Visinio, so I'm not sure if that's just the estrogen blocker or is that another form of chemo medicine as well.
[AGENT][NEUTRAL] 10 years. OK.
[AGENT][NEUTRAL] What was that one called? I'm sorry.
[CUSTOMER][NEUTRAL] But I take two different type pills, Virsenio.
[AGENT][NEUTRAL] That one sounds a bit more familiar.
[CUSTOMER][NEUTRAL] VER Visinia.
[AGENT][NEUTRAL] I think I've heard of that one. I think I've heard of that one. OK, give me just a moment, bear with me. I appreciate your patience. This is, honestly, I'm kind of surprised I've not uh.
[CUSTOMER][NEUTRAL] Visinio mhm.
[CUSTOMER][POSITIVE] Oh no, you're helping me. I'm just trying to get some in.
[AGENT][POSITIVE] Of course, but honestly, I'm not, I'm surprised I haven't uh had this question before because that is a very good question.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] hormone-based chemotherapy, which
[AGENT][NEUTRAL] Alright, here's what here's what I'm gonna do if you don't mind, uh, April, I'm just gonna put you on a brief hold and I'm gonna reach out to our claims specialist, um, just so I can get a definitive answer regarding this because that is very good question, um, so I'll get right back with you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you [PII]?
[AGENT][NEUTRAL] Doing all right thank you so I've got a member on the line um and we're just kind of needing some clarification regarding uh coverage on a cancer policy. Would you be able to help me with that?
[CUSTOMER][POSITIVE] Yeah, I should be able to help.
[AGENT][NEUTRAL] OK, um, so I can give you that policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, yeah, go ahead.
[AGENT][NEUTRAL] So it is 711643.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, I feel like I should know this and I'm kinda surprised I've not been asked this before. Um, but she said that she's, uh, just finished up, um, radiation, and now she's currently on, um, some medication that's chemo, like for chemo. Um, she gave me a name and azole, I don't know. Um, but essentially, I looked it up and it is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anastrozole?
[AGENT][NEUTRAL] Yeah, that's it. Thank you. Um, so, yeah, and hormone-based chemo, and so she was asking if that would fall under the bucket for her chemo benefits. And I looked in the policy, and of course I see a lot of words that I don't quite understand, um, and I see the drugs, but I don't know if that would fall under prescription benefits.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Or if that would be considered chemo.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Creation no.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Let me pull up her policy.
[CUSTOMER][NEUTRAL] To see what she has exactly.
[CUSTOMER][NEUTRAL] OK, so her benefits.
[CUSTOMER][NEUTRAL] I'm hospital.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, so you see on if you're looking at the policy it is page 24, it's number in the hormone therapy benefit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not there. I was looking under the chemotherapy. OK, hang on.
[CUSTOMER][NEUTRAL] Mhm, so there is radiation, chemo, and immunotherapy, which is actual charges up to $20,000 per 12 month period and then there's a hormone therapy benefit which is $50 per treatment up to $12 per calendar year, which is typically a monthly basis because it it is usually a prescription.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Um, so you know they get it filled either every 30 days or they'll get a 90 day supply, um, we still pay it.
[CUSTOMER][NEUTRAL] As 3 months when it's a 90 day supply, um, typically because we have the prescription that shows it's a 90 day supply, um, but let me pull up something really quick to make sure that the anastrozole falls under. I'm pretty sure it is hormone, but I wanted to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She, she has a second medication as well, um, but I, I, I just saw that one verinial, I think, Visinial.
[CUSTOMER][NEUTRAL] Brissino, yeah.
[CUSTOMER][NEUTRAL] OK, so I believe I remember seeing this.
[CUSTOMER][NEUTRAL] Recently.
[CUSTOMER][NEUTRAL] It's, it's like the same types of drugs.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] If this will pull up.
[CUSTOMER][NEUTRAL] I'm pretty certain that the anastrozole is hormone which would just be the $50 but I wanna check, double check the other one as well. Come on I just being so slow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] Yeah, so anastrozole is hormone and then.
[CUSTOMER][NEUTRAL] What was the other one?
[AGENT][NEUTRAL] That's, oh.
[CUSTOMER][NEUTRAL] D E
[AGENT][NEUTRAL] Virsennial
[CUSTOMER][NEUTRAL] DR maybe.
[CUSTOMER][NEUTRAL] Brezinio like B E R Z E N O.
[AGENT][NEUTRAL] I sounded it out. I'm just being completely honest, I don't know.
[CUSTOMER][NEUTRAL] OK, if that is, that is chemo, so that one would fall up under her chemo benefit and then the anastrozole would fall up under her hormone benefit.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Interesting. OK.
[CUSTOMER][NEUTRAL] And those are those can be paid at the same time.
[AGENT][NEUTRAL] Interesting. So the Vissenial would go under the 20,000 for 12 months. OK. And regardless of whether or not they're both prescription drugs.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm if it is that Virginio yes.
[CUSTOMER][NEUTRAL] Correct. Yeah. Because it is, it, it's based off of what type of medication it is, not necessarily.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know, because a lot of chemo is received through IV or through report, um, but when they are maybe not needing super strong doses or something like that, they can take medication for it. There's also radiation pills that some people can take, which is really unusual and you don't see it a lot.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] But there are pills for all of that that they can take. So for all of it can be done through IV all of it can be done in some form or fashion through, uh, prescription medication as well. So it depends on what the doctor has planned.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I really appreciate you pointing that out. Um, and going forward, um, is this all kind of depending on the policy, whether or not the prescription drugs, or is it again, like what you said where it depends on like what it does. So like the hormone therapy or chemo immunotherapy, was it, is it just kind of like by default prescription would be covered?
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, so it depends it's highly dependent on what type of drug it is, on whether it's covered or not because the examiners have a spreadsheet out there of approved chemo, immuno and hormone therapies, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um and so they referenced that when it comes to OK I have this type of drug being billed whether it's a pill whether it's IV whatever on how they are able to.
[CUSTOMER][NEUTRAL] Determine what benefit it should go up under as far as the drugs and medicine benefit.
[AGENT][POSITIVE] OK. So for good measure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's typically gonna be like anti-nausea and stuff when they're receiving the chemo.
[AGENT][NEUTRAL] Right, OK, that is very good to know. So just for good measure if they wanted to know in particular if there's just covered, I would still probably have to ask.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean the spreadsheets out there in SharePoint if you wanted to pull it up yeah so when you go under the information by product.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Awesome. OK, cool.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, you would just click on cancer and then when you scroll down a little bit, let's see, it's, it's the chemo radiation immuno hormone and then like the 4th 1 down it's an Excel spreadsheet it says approved drugs and when you pull that up that should give you um.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Any like if they can spell it out for you or whatever they it should give you the types of drugs that have already been approved by the medical director as chemo immuno hormone top therapies that we can for sure pay if we receive anything new then we we ask them before we move forward with payment yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are the best, [PII]. Thank you so much. I really appreciate all the information. Like, if there's one of those things, I really appreciate the help, but you know, if I don't have to call y'all, I'd rather not. So I do appreciate that teaching me. So I will let her know all of this and I hope you have a great rest of your day. Thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem at all. No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, no problem.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][POSITIVE] Alright Miss [PII], I am so sorry about the wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes, ma'am, and I hate to put you through that question, and the only reason I ask, I know other people that, that take the oral chemo, they told me that uh I turned that in as well because that's still chemotherapy. So I would, I would just ask.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No, no, no, no.
[AGENT][NEGATIVE] Not at all.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] No, and that was uh, I appreciate it honestly because again I'm kind of shocked I've not been asked this before and so this was a learning thing for me so um I really appreciate your patience too and um OK so in short, so you've got a couple of separate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Benefit. You've got several different benefits, of course, but you've got, of course, that $20,000 bucket for radiation, chemo, immunotherapy for 12-month period. You've also got a second benefit specifically for hormone therapy. So, the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And estrozole, um, that one would fall under the hormone therapy benefit. So that one is separate and it is, it pays $50 per treatment up to 12, up to $12 per calendar year. So $50 essentially.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] For uh for 12, excuse me, 12 benefits of $50 per calendar year, um.
[CUSTOMER][NEUTRAL] Per year per calendar year OK.
[AGENT][NEUTRAL] Yes, so that's different than the chemo benefit as that's simply the 12 months, um, the calendar year again would begin January.
[CUSTOMER][NEGATIVE] The 12 months. And I'm, and I don't, I, I'm done with that, I'm done with that. I don't want no more chemo in that form at all. Mm mm cause I had the worst of the worst.
[AGENT][NEUTRAL] Right. Well, I will say, yes, ma'am. I, I'm so happy for you, but I will say the Visineial would fall under that benefit, that would fall under the radiation, chemo and immunotherapy benefit still. Um, so that one would be under that $20,000 bucket for 12 months. That being said, of course, um, that benefit had been maxed out, so you wouldn't start being able to do that until, um, October of this year. Um, but,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The other one you can go ahead and start now and in fact um if you started that in January um you can go ahead and do that then as well.
[CUSTOMER][NEUTRAL] And then that'll be from January to January.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, the per calendar year.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] OK, and then this one and then the other one I can start um October.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm writing it down so I.
[AGENT][NEUTRAL] I'm so sorry, this is incredibly confusing. Now, um, do you have a copy of your policy, [PII]?
[CUSTOMER][NEGATIVE] I do. I ain't gonna lie to you. I do, and then I have, I'm, I'm online. I got the uh online app. I just don't know how to read all that, that um where I can understand it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, you are perfectly fine.
[AGENT][POSITIVE] Girl, I, I had to get help too. I understand, and this is what I do, but if you needed to, the, let me see which page this is, um, well, there are several pages, absolutely.
[CUSTOMER][NEGATIVE] Yeah, so, mm no.
[CUSTOMER][NEUTRAL] Yeah, if you can tell me the page and I can look at it.
[AGENT][NEUTRAL] Um, because most of the pages are of course going to be more um definitions and such, but I believe this is page, it starts on page 20 and it'll say schedule of benefits and there are a few different, there are 3 different pages, but they just clear cut and dry here's the benefit name and then the amount and the frequency so if you needed a reference for that um then you can always check there or of course more than welcome to give us a call too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so one last time, OK, so the anastrozole, I can start from January of this year [PII]. OK, and the Virsenio I could start October of this year to next year.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, as that falls under that same like actual radiation chemo immunotherapy, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so one starts in January and the other one starts in October, got it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So basically, like I think my friend told me, she said, I just go to the pharmacy and have them print out the whole year of my um
[CUSTOMER][NEUTRAL] The pharmacy or well one of them I get from the pharmacy and the other one comes from MD Anderson specialty pharmacy, so I have to get them to email me that because it's a, I have to sign for it. It's a um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] It's a, it's a medicine that has to be signed for. They can't, it didn't come directly to my pharmacy. It comes from the MD Anderson specialty, OK, and I can get.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Got you. And again, filing that however is convenient for you. So if you'd rather wait um and do you know, a lot at once, or if you, it's easier for you to do it as you get it, you can do it then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just wait
[CUSTOMER][POSITIVE] Yeah, I'll just do it that way so because it's easier from from month to month so I'll just start from January to January so I'll start from January to the and that way I can keep it together.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely, yes, ma'am.
[CUSTOMER][POSITIVE] Alright, well, [PII], you've helped me so much and I really appreciate it. Thank you.
[AGENT][POSITIVE] Oh no, I'm happy to help and I, I know it was very confusing, and I again I appreciate the learning experience, uh, that is very good to know for people in the future. Anybody else calls about that and congratulations. I hope you continue recovering well and everything goes well going forward. absolutely. Did you have any other questions for me Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] No ma'am, I really appreciate it thank you so much care you have a great day uh huh.
[AGENT][POSITIVE] Absolutely, yes ma'am thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh huh bye bye you too bye bye.
[AGENT][NEUTRAL] Bye-bye.