AccountId: 011433970860
ContactId: d7078c84-287e-4d9e-9f23-fb6c53d6324b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1359449 ms
Total Talk Time (AGENT): 644226 ms
Total Talk Time (CUSTOMER): 828216 ms
Interruptions: 24
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/d7078c84-287e-4d9e-9f23-fb6c53d6324b_20250312T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I hope I'm calling the right uh number, um.
[CUSTOMER][NEUTRAL] I'm calling about uh my husband and I have a cancer policy through APL. Would I talk to you in regard to that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, uh, did you, what, um, were you needing to file a claim or what kinds of questions did you have?
[CUSTOMER][POSITIVE] Well, uh, right now some general questions, um, but yes, there is gonna probably have to be some claims done, but since I've never done anything like this, um, online, I think that's gonna be my best bet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but it's all, it's all new to me and we're both [PII] old or almost, and we're really not super computer literate, but I do have an iPad and an iPhone, and I did go on to APL this morning and I set myself up with a user ID and a password.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I also one of the things it said on the page, it, it suggested that we go ahead and put in our information like if you were going to uh send us a check for something that you could directly deposit it into my account.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. Absolutely.
[CUSTOMER][POSITIVE] I successfully did that, but this is what I've got, OK? Um, we go tomorrow to get all of our results at MD [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] However, we have preliminary results, so we know that we're dealing with cancer. We know we're dealing with lung, lung cancer. What's gonna be, um, and of course, right now until we get everything, you know, uh there's certain things you're gonna need from me and I'm at a loss on whether to request them if they actually
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I'm going on and I'm looking at pathology reports, you know, different testing results.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I don't know um if I'm gonna be able to take information directly off of that um I'm just that that's where I'm stuck.
[AGENT][POSITIVE] That is OK. It is very complicated. So I can get your policy pulled up and we will take a look at it and I'll be able to answer all of that for you.
[CUSTOMER][NEUTRAL] And if I
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Hopefully, I know what questions to ask, [PII].
[AGENT][NEUTRAL] I will do my best to provide answers even for questions you weren't sure about so, um, [PII] first if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, you can. Area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do not have a policy number now. I don't have the website up. It might have given it to me because I did get signed in, so um.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK. Um, are you the policy holder?
[CUSTOMER][POSITIVE] I believe I am, yes, ma'am, because years ago I got this through my job and then when we re I retired, I kept it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, so then I can start using your social if that's easier.
[CUSTOMER][NEUTRAL] OK, sure, you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] There we are. OK. So I'm just gonna verify some information really quick, and [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. Sure.
[CUSTOMER][NEUTRAL] Yes, my birthday is [PII].
[AGENT][POSITIVE] Happy almost birthday. Oh my gosh, you're almost there.
[CUSTOMER][POSITIVE] Thank you. Thank you. We both are fixing to have one.
[AGENT][POSITIVE] Nice, um, and then if I could get your mailing address please.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], and it's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, it's [PII].
[AGENT][POSITIVE] Awesome. Thank you so much for verifying that. OK. So before we go any further, did you want me to go ahead and give you this policy number just so you've got it?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Oh yes, I'll go ahead and I'll write it down right now. Policy number. I'm ready now.
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[AGENT][NEUTRAL] OK, so that is 99.
[AGENT][NEUTRAL] 6576.
[CUSTOMER][NEUTRAL] I'll read it back to you 996576.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's it. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You are welcome. OK, so I'm gonna try to address everything and if I go too fast, I need to slow down, let me know. So, first off,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You are right, using our website is going to be the quickest and easiest way to get claim information to us however it does not have support when you go to upload claim information from mobile devices like phones or tablets, so it would have to be accessed on a desktop or a laptop computer to send that information to us, yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, um, let me, my husband is still working and he has a work laptop, so we need a laptop in order to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To upload claim information.
[CUSTOMER][NEUTRAL] Upload
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Load.
[CUSTOMER][NEUTRAL] Claim info.
[CUSTOMER][NEUTRAL] Flame.
[CUSTOMER][NEUTRAL] OK. Gotcha. I've written that down.
[AGENT][NEUTRAL] Yes, um, and then
[AGENT][NEUTRAL] OK, and then just so that you're aware as well, I'm just trying to, you know, potential issues just so that you know ahead of time, um, it does.
[CUSTOMER][NEUTRAL] Yes, I can I, can I ask you a real quick question on that? OK. Um.
[AGENT][POSITIVE] Of course, absolutely.
[CUSTOMER][NEUTRAL] Um, his my chart and everything is on his phone, my phone, and the.
[CUSTOMER][NEUTRAL] Uh, uh, um, iPad, but it's probably not on his work computer. Is it possible to upload things on the computer and then email it to my email address?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh yes oh yes there's um I would say that's probably gonna be the simplest way yeah absolutely um so I'm not quite sure what information is available on my chart um but whenever you're ready um if you're gonna write it down I will let you know exactly what we do need for claims um and if for some reason it's not.
[CUSTOMER][NEUTRAL] And then send it to you or is that possible?
[CUSTOMER][POSITIVE] OK, and I'm ready right now.
[AGENT][NEUTRAL] OK, and you can ask the provider for it directly if it's not available on the My chart um or if you're not sure you can ask them hey is this everything that I need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, and yeah, and see what confuses us because we're old school. I don't want them to get necessarily give it to me and, and um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A piece of paper.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I need them to email it to me, right?
[AGENT][POSITIVE] Right. Most of the time they do, uh, if for some reason they do give physical copies to you like papers, you can either scan them if you've got a scanner, or you can even just take pictures of them and upload them that way. As long as it's clear and legible, that's perfectly fine.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, but we won't be able to upload on the iPad or the phones it has to be done on the laptop. OK, got you.
[AGENT][NEUTRAL] From the phone or the iPad, correct.
[AGENT][NEUTRAL] Correct, so yes, so it's probably would be easier if they were um the electronic copies if they were emailed to you or him uh so that they could be easily accessed through the desktop so I will go ahead and tell you what you would need um this is gonna be general across the board for any claims that you're gonna be filing um we need the itemized statement.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] That shows, mhm.
[CUSTOMER][NEUTRAL] Statement, OK. That shows.
[AGENT][NEUTRAL] Yes, that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Diagnosis and
[CUSTOMER][NEUTRAL] Procedure codes. I'm kind of abbreviating here. Hopefully I'll tell what I suppose. Yes, I will. Gotcha.
[AGENT][NEUTRAL] Yes, and then.
[AGENT][NEUTRAL] No that's fine yeah the providers will know um and the reason I ask I'm not sure, um, that's generally not information that they just kind of give out to everyone, uh, providers so I'm not sure if that would be available on the MyChart uh that might be something you have to ask for them um the excuse me, the only other thing that we would need if he uh were to do excuse me one moment.
[CUSTOMER][NEUTRAL] It, it may not be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] I'm so sorry, that snuck up on me. Um, if he were to do uh chemotherapy or radiation, um, or immunotherapy,
[AGENT][NEUTRAL] If and when that were to start, we would need um the explanation of benefits from your primary insurance essentially showing what they paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we would only need that information for chemo or radiation.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Chemo, radiation or immunotherapy, you would need um
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Say that one more time. You would need from my insurance.
[AGENT][NEUTRAL] OK, yes. Explanation, well, and the provider will have that information as well. It's really just showing what they contributed to that treatment. So it's the explanation, right, the explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] OK, what they paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of thinness
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Benefits.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] Primary.
[CUSTOMER][NEUTRAL] OK. See, they didn't ask to some years back had uh he had a basal cell on his eye.
[CUSTOMER][NEGATIVE] And uh or right below it I should say, and I don't think they ever asked for anything like that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] They just paid directly to me, but, but hey, it, it, but we didn't have radiation, uh, immunotherapy or chemo. So maybe that's why.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, that's, that's the only time we need any of that extra stuff for this kind of policy, um, and then of course.
[CUSTOMER][NEUTRAL] It's for that that's gonna be what it was.
[AGENT][NEUTRAL] Right. And then before anything else is submitted, the first thing we need is going to be that pathology report, um, essentially with the first diagnosis of cancer.
[CUSTOMER][NEUTRAL] Primary teacher.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So um.
[CUSTOMER][NEUTRAL] G report that's probably what I'm looking at on my chart.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Cause I've been googling and it's really scary pathology report if you need that. OK, so let me see if I wrote this down right. You, you need um.
[AGENT][NEUTRAL] Most likely.
[AGENT][NEUTRAL] Oh man, yes.
[AGENT][POSITIVE] That's going to be the first thing we need. Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] On chemo, radiation or immunotherapy, you need from my.
[CUSTOMER][NEUTRAL] In my doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The explanation of benefits from the primary insurance. So I guess let me ask you something.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And now this is really silly but.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Things started.
[CUSTOMER][NEUTRAL] Lots of testing started before we've ever been diagnosed. So anything they did prior to diagnosis is not gonna be covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what kinds of tests were they?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Well, we had a, a, a number of different scans by his regular doctor. The last scan is what sent us to MD [PII] and that was a PET scan.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And of course, he's had blood work up.
[AGENT][NEUTRAL] Sure, OK, let's take a look here. Give me just a moment because there are benefits under a lot of these plans that are
[CUSTOMER][NEUTRAL] Certainly.
[AGENT][NEUTRAL] Like preventative kind of like uh diagnostic benefits. So let me see.
[CUSTOMER][MIXED] Yes, you're right, and I'm very bad about not claiming mine each year, but [PII] did have.
[AGENT][NEUTRAL] Well, I, I was gonna say, yeah, uh-huh.
[CUSTOMER][NEUTRAL] This started out as a diagnostic type thing. I sent him to the doctor and um got him uh affiliated with the same doctor I used. And at that time, he started routine blood work up, but because he had a bad cough, um, we, he started putting him through. We we did blood tests and blood tests led to more tests and more tests and more tests. But, uh, you know, that kind of the thing. So, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, oh yes.
[CUSTOMER][NEUTRAL] The first blood test would have probably been diagnostic and then after that, I don't really know where it plays, uh, you know, it's just confusing to me. I want to claim I.
[AGENT][NEGATIVE] It is very confusing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I want to claim everything I'm entitled to since I paid this fee forever, but I certainly don't wanna get it this way, you know, I'd rather not have the cancer.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Of course, OK, so I do have um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The diagnostic test benefits they do specify what that would be considered and there's also a separate benefit for follow up diagnostic testing so generally and I can look at the frequency I believe it's about limited to one a year um and of course this policy's been active since [PII] so if you're if you're able to find all that information there's no timely filing limit so you can get paid for that, you know that you've done.
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, so I could actually send mine each year? I could send you all of mine from the last. I had no idea. I thought you snooze you lose, um, but I think it is, see that's the one thing I was able to locate in my file was information like different types of coverage and it actually started out as diagnostic.
[AGENT][POSITIVE] Absolutely, yes, ma'am. Yes, absolutely.
[AGENT][NEUTRAL] No ma'am, not on this policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I wanted to say, you're right, it was one a year. I'm looking at that like blood workup, mammogram, so I probably couldn't do blood work and mammograms. I could probably only do one of those.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, let me see what those, what the limitation is on that because yes, it's also well and for uh [PII] as well if he had um even like a colonoscopies um are considered a diagnostic benefit as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh let me see, I'm trying to find the and before I go any further with this, uh, [PII], if you'd like, if you don't have it, I can send you a copy of this, uh, of your policy, um, so that you've got it it's not just a bunch of jargon, it is very easy to read, I promise, um, but it does go through what is and is not covered, uh, dollar amounts, frequency, things like that.
[CUSTOMER][NEUTRAL] Is it, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, this here is that I have is just a piece of paper that has probably 1 and 2.
[CUSTOMER][POSITIVE] 34 pieces of paper front and back with your benefit is all I've got really.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That sounds more like a uh more like a brochure um so this is your actual yeah so this is your actual policy and it does go there's a couple of pages that's really going to be your best friend where it just says here's what's covered here's the amount here's how many you have um all of the other pages are really going to be more um definitions and stuff like that.
[CUSTOMER][POSITIVE] Hey it is top.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I am more than happy to go ahead and send this to you of course if you have any questions you can always call us um I'm just a very visual person. I like to have something I can go back and be like no wait so.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I, I am too. Um, I'm very visual, so, um, it, it will help me tremendously, uh, and [PII] does read more than I do, so he probably, um, can, will retain more than I will on the, on the reading parts of the post.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Absolutely. So,
[AGENT][POSITIVE] Sure, yeah, absolutely. Well, then, so I can.
[AGENT][NEUTRAL] Yeah, and so I can email this or I can mail a paper copy or I can do both. Uh, what would you prefer?
[CUSTOMER][NEUTRAL] Actually mailed me a copy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think I'll be OK with a, a regular copy. I, if I'm gonna read it, I'm gonna read it.
[CUSTOMER][NEUTRAL] Visual I mean not like not on the.
[AGENT][POSITIVE] And I like that too because I'm also a highlighter and underliner kind of person, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I've already taken this little brochure and kind of went through it and kind of highlighted the things that I thought might.
[AGENT][POSITIVE] Yes, exactly.
[CUSTOMER][NEUTRAL] Concern us.
[AGENT][POSITIVE] Exactly, yep, that's exactly how I am too.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK, so let's see if there's anything I'm forgetting.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Well, the first thing you need is the pathology report. First thing I wrote that down and then we talked a little bit about the diagnostic testing. Um, maybe I'll use myself as a guinea pig and try to do one on myself for the last.
[AGENT][POSITIVE] Yes, ma'am. Absolutely.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh yeah, oh, and I did look, I'm sorry, um, it is a maximum of one test uh per person per calendar year. So if you wanted, if you were able to go back again back up until [PII], um, anything that you or [PII] have had since then, um, you can definitely file those still.
[CUSTOMER][NEUTRAL] You're kidding.
[CUSTOMER][NEUTRAL] OK. OK. Well, unfortunately, it's not worth trying to find anything he's done because he was not a person that takes medicine and he doesn't go to the doctor. Now, we have lung cancer. So, you know, I go every 6 months, but uh in, in his case, he's, I had to make him go to the doctor. So um I will um
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I see, I see.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm just gonna kind of remember what you told me there OK so I'm ready for the next thing we need to talk about if there is.
[AGENT][NEUTRAL] Well, that's what I'm trying to think if I covered everything. I think I did.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK. OK. OK. Um,
[AGENT][NEUTRAL] Um, so, and then.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Well, I was just going to say real quick, um, once you send in that pathology report, um, that shows, of course, the positive diagnosis of cancer, there is a lump sum benefit that you'll get initially. So just for having that diagnosis, um, that lump sum benefit is $5000 and you'll get that right away.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I didn't know that. um I thought I'd read something about a $2500 lump sum.
[AGENT][NEUTRAL] Um, now, there is another benefit that's for, um, heart attack or stroke. You do have that benefit as well. So a heart attack or a stroke first occurrence benefit is 2500.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, what this was internal cancer first occurrence benefit rider.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know what that that see I didn't see the 5000 anywhere that's why I'm just kind of looking around.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On my piece of paper, but anyway, it's, it is, it's immaterial, it is whatever it is, um.
[CUSTOMER][POSITIVE] Anything we've got to appreciate, you know, to get us started because um the bills will start coming in I'm sure pretty quick um.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm sure you'll hear from me again, but as of right now I can't think of anything else to ask you. I've got down that we need to, I may send up, I may send the pathology report to you first and then get that out of the way and then start trying to um.
[AGENT][NEUTRAL] Yeah, I think we covered the important stuff.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Get my little self together on what we need and just claim a little at a time. And when I say a little at a time, I mean just as I go along every couple of weeks or I, I just don't know what to expect.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That, that is perfectly fine.
[AGENT][POSITIVE] Absolutely and again as there's no timely filing limit, it's not like there's a rush that you have to get this to us within a specific time um and I know some people, especia[PII] if there is going to be quite a bit of radiation or chemo or anything like that, a lot of people will wait and kinda let it build up a bit and then send it to us, you know, monthly or every other month or something like that. So whatever is easiest for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's probably true we will, um, it'll probably be better to get over the hump and then gather up enough stuff to make it even worth to do the filing and along the way I'm sure we're gonna have questions, he and I, so, uh, OK.
[AGENT][POSITIVE] Oh yeah and we're here so anything that you need clarification on or anything like that, definitely feel free to give us a call we'll do what we can.
[CUSTOMER][POSITIVE] Well, [PII], you have, you have been so nice to, to walk me through some of this today.
[AGENT][POSITIVE] Oh, it's very confusing and it's stressful, so I'm happy to help, absolutely.
[CUSTOMER][POSITIVE] Well thank you very much. As I said, I wish it was something we weren't having to use, but um unfortunately our reports are not coming back too good. So alrighty, I will, we'll get started on this and um after our appointment on Friday we're gonna know a lot more on how they wanna proceed and things like that. So thank you, [PII], very, very much. I appreciate the time.
[AGENT][POSITIVE] I understand, but I'm glad you've got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh, you are very welcome.
[AGENT][POSITIVE] Absolutely yeah thanks for giving us a call. I hope everything goes well, um, and I hope you have a great rest of your day, [PII]. It was a pleasure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.