AccountId: 011433970860
ContactId: df507291-a7fa-4793-84d2-7e1719a685a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2013150 ms
Total Talk Time (AGENT): 645352 ms
Total Talk Time (CUSTOMER): 493047 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/df507291-a7fa-4793-84d2-7e1719a685a5_20250217T22:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you today?
[AGENT][POSITIVE] I'm doing well thanks for asking how are you?
[CUSTOMER][NEUTRAL] I'm doing OK hey I'm not sure if I'm calling the right line or not it's is claims support, right?
[AGENT][POSITIVE] Mm, that's correct.
[CUSTOMER][NEUTRAL] Is it, are you able to help an insured if she has some questions on a denied cancer claim?
[AGENT][NEUTRAL] Uh, I can try. What's the policy number?
[CUSTOMER][NEUTRAL] 02428939
[CUSTOMER][NEUTRAL] We're speaking with a Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the question?
[CUSTOMER][NEGATIVE] Um, so she has a claim number, the last one submitted. There are 3 denials on it. It was surgery charges, anesthesia, and transportation.
[CUSTOMER][NEUTRAL] Um, her biggest question on the transportation was why it was even denied because she said it's over 150 miles.
[CUSTOMER][NEGATIVE] Um, she's kind of overwhelmed. She's got a lot of medical bills right now and so I just thought somebody that processes claims would be able to for exactly what she may need to submit to maybe lessen some frustration.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send her on over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I was just speaking to someone. Um, I don't know if they transferred me to you to help or
[AGENT][NEUTRAL] Yes, ma'am, she did.
[CUSTOMER][NEUTRAL] Um, OK, I was, um, I got it, I put in a claim and I got it back and there was lots of things that were needed and I'm checking on that to see.
[CUSTOMER][NEUTRAL] Um, like it needed my home address and my home address was on there, so I'm not sure what that's about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd while I pull up your claim.
[AGENT][NEUTRAL] 36.
[AGENT][NEUTRAL] OK I'm still here. I'm just looking through the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify your home address for me?
[AGENT][NEUTRAL] Um, yes, overnight. Go ahead.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's mailed to my post office box.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me get with the person who actually processed your claim.
[AGENT][NEUTRAL] And to see what she's actually needing.
[AGENT][NEUTRAL] Um, since your address is on the claim information, do you have a moment to hold or would you want me to give you a call back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll hold.
[AGENT][NEUTRAL] OK, alright, give me just one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hello. Hey [PII], how are you?
[AGENT][POSITIVE] Good how you doing I'm doing well, thanks for asking. [PII], I have a question.
[AGENT][NEUTRAL] Uh, I have a Miss [PII] on the line, and she was calling because on our claim, one of her clients, let me give you the policy number, I'm sorry, just jabbering along.
[AGENT][NEUTRAL] Uh, policy is 242-893-9.
[AGENT][NEUTRAL] And claim ended in 1086.
[AGENT][NEUTRAL] OK, and so the claim that we denied uh for transportation less than 50 miles and you were saying that you needed her home address?
[AGENT][NEUTRAL] Uh, so
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It was.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, it was on page 5 of the, uh, the bill from the hospital.
[AGENT][NEUTRAL] And I did did verify with her that that address was correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And so she did verify that that address is correct.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] and.
[AGENT][NEUTRAL] OK, give me a, can you repeat that? I'm sorry.
[AGENT][NEUTRAL] your
[AGENT][POSITIVE] Mm, that's correct.
[AGENT][POSITIVE] OK alright thank you so much alright bye bye.
[AGENT][NEUTRAL] Hi, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so that examiner, she's gonna go back and she's gonna reprocess the claim using that address.
[AGENT][NEUTRAL] Uh, you, do you wanna try to give us a call back on tomorrow to see what the decision is on that claim?
[CUSTOMER][NEUTRAL] OK, well, we, we have more that's missing there that I provided. I wanna make sure what on the benefits for the surgery and the anesthesia, it says it needed the.
[CUSTOMER][NEUTRAL] The procedure codes and everything and I sent that in.
[CUSTOMER][NEUTRAL] I didn't know if something was missing.
[AGENT][NEUTRAL] OK, surgery charges.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So she said she needs fully itemized bills.
[AGENT][NEUTRAL] In the diagnosis code.
[CUSTOMER][NEUTRAL] It has procedure codes. I'm not sure. I don't know what the REV code is. It has those.
[CUSTOMER][NEUTRAL] But that's what the hospital gave me that I, when I called to get this is an itemization of your hospital service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So have you already sent in the charges for the surgeon?
[CUSTOMER][NEUTRAL] Yeah, that was sent in. It's on it's attached to all this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And my real pathology.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. So I'm thinking what she's needing is the um the actual surgeons charges for the doctor that performed the surgery. So we know that you did have surgery at BSA Hospital, but we don't have the charges for the doctor that performed the surgery.
[CUSTOMER][NEUTRAL] I mean these are the only charges that they, there wasn't, it was a.
[AGENT][NEUTRAL] So I
[CUSTOMER][NEGATIVE] Sho on here somewhere because this was the total bill.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You know, when you go in and have surgery, you're gonna have the hospital charges, you're gonna have the doctor's charges, anesthesiologist charges.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All of those are gonna be separate.
[CUSTOMER][NEUTRAL] This was all done on one. This is the total. This is the total, it's all on this bill, but they're, they're doing it with the radiologist.
[AGENT][NEUTRAL] Yeah, the radiologist have there.
[CUSTOMER][NEUTRAL] There was no other doctor charges.
[AGENT][NEUTRAL] So I see the radiologist charges. Those are separate from the hospital. So there was, so when you had surgery.
[AGENT][NEUTRAL] Who performed the surgery?
[CUSTOMER][NEUTRAL] It was, it was, this is the biopsy.
[AGENT][NEUTRAL] OK, but who, who was the the physician?
[CUSTOMER][NEUTRAL] And so it was done through the radiology department.
[AGENT][NEUTRAL] To the radiology department, OK, High Plains radiology.
[CUSTOMER][NEUTRAL] Yes, and this was the total bill.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] So High Plains radiology is the one who performed the actual surgery. Is that correct?
[CUSTOMER][NEUTRAL] I wouldn't know what they would be called. I just know I went to the hospital and it was in the radiology department. I mean, and so the whole bill is through the hospital.
[CUSTOMER][NEUTRAL] There wasn't a, a separate doctor or anything like that.
[AGENT][NEUTRAL] Yeah. I mean, usually there is, even though it's kinda.
[AGENT][NEUTRAL] Usually there is.
[CUSTOMER][NEUTRAL] I mean, it says review by radiologist of CT guidance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know that's the big amount there.
[AGENT][NEUTRAL] OK, so that's what we're trying to see because usually if you have a procedure done, there's gonna be a physician that actually performs.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Those, you know, the hospital bill is totally different than the surgeon's bill, so that's what she's trying to find out.
[AGENT][NEUTRAL] Um, as far as the surgery.
[CUSTOMER][NEUTRAL] Right, with, uh, yeah, they did it through the radiology department and it, you know, it wasn't a specific doctor or anything like that.
[AGENT][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] I'll let her know.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] So she's also was asking about.
[AGENT][NEUTRAL] Cause the anesthesia benefit is uh based on the benefits for the surgeon.
[AGENT][NEUTRAL] So that's why she was asking for the surgeon's bill so she can determine how much you would have to pay on the anesthesia charges.
[CUSTOMER][NEUTRAL] Yeah, and there's not a surge, I mean, I, I don't know if the radiologists are considered surgeons or what.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that is, I mean, a biopsy is considered a surgery, correct?
[AGENT][POSITIVE] Yes ma'am it is yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me do this let me get with her.
[AGENT][NEUTRAL] And then is there any way I can give you a call back while we go through this and I can let her know that what you told me that the radiology department is the one who actually did the the biopsy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and see if.
[CUSTOMER][NEUTRAL] Yeah, because there was no other this was the total bill.
[AGENT][NEUTRAL] In pathology.
[AGENT][NEUTRAL] So, was there a doctor that actually refers you?
[AGENT][NEUTRAL] For the biopsy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. But he was not the one who actually performed the biopsy.
[CUSTOMER][NEUTRAL] No, no, he, he refers you to the hospital and the radiology department does it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there any way I can get a call back number for you, Miss [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And this is your direct number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, let me get with her and uh discuss with her what you told me and then we'll see what uh if she can use this information to go ahead and uh finish processing your claim.
[CUSTOMER][NEUTRAL] OK, and I had a question about the, like the mileage and things like that, the.
[CUSTOMER][NEUTRAL] Hotels and stuff like that. Is there a form or do I just send that stuff in?
[CUSTOMER][NEUTRAL] I didn't see anything that you where you had to put list the mileage or list.
[AGENT][NEUTRAL] Uh, you, with the, with the mileage, uh, we determined that here. That's why we have to know your actual home address because we compare that, your home address to the facility where you went for the treatment and then they'll determine uh the mileage here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so as long on these, on the next ones I'm going to do it, I just need to send in the information you need and then you take care of that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe that's it. I'll just send in.
[CUSTOMER][NEUTRAL] Um, cause like car, I, I would, I was, I would take an air flight and then I would use an Uber to get to the facility. So do I send in the Uber charges?
[CUSTOMER][NEUTRAL] How does that work?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes ma'am, let me, let me pull up your policy to see about the lodging and stuff and the travel.
[AGENT][NEUTRAL] OK, policies activities.
[CUSTOMER][NEUTRAL] Yeah, I'm seeing the transportation here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so uh it says that it'll pay the coach fare for transportation by bus, plane or train.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] So you would probably just need to send in um.
[AGENT][NEUTRAL] [PII] and like the, I guess something showing where you paid actually for the the plane ticket.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] And then the car just send in the Uber amount.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, let's see for car by car it'll pay.
[AGENT][NEUTRAL] Where is it?
[AGENT][NEUTRAL] Uh, if you're traveling by car, it'll pay 75 cents per mile.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, for a maximum of 12 trips per cover person per year.
[AGENT][NEUTRAL] But that's for all modes of transportation combined.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And see that's where I'm going to get.
[CUSTOMER][NEUTRAL] You know, I'm not gonna be able to, is it gonna be the 1st 12 trips because I'm gonna have longer trips in there that were more expensive. I have some trips that were shorter. Is it gonna take my longer ones?
[AGENT][NEUTRAL] Um, it's probably gonna depend on, I guess, how.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, are you gonna send them all in at one time?
[CUSTOMER][NEUTRAL] Well I'll send in several at a time, try to get it but it's gonna take me a long time to get all these.
[AGENT][NEUTRAL] OK, so it's probably gonna be 1st 1st come, first served.
[CUSTOMER][NEUTRAL] Together.
[AGENT][NEUTRAL] So whichever ones you send in we're gonna pay them in the order that they come in to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so we pay if you, if you send in the short ones first, then of course we're gonna pay on those and then if you send in a long one and the benefits are gone then.
[AGENT][NEGATIVE] There'll probably be no benefits for the long the long trip.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So like on the plane.
[CUSTOMER][NEUTRAL] Like on some of my used points, so if if it's not a very high amount, you won't pay, you only pay what I actually paid, right?
[AGENT][POSITIVE] Um, actually, it's gonna be at um the coach fair.
[AGENT][NEUTRAL] Or 75 cents per mile also.
[CUSTOMER][NEUTRAL] But you can't.
[CUSTOMER][NEUTRAL] Even if I just pay $20 because I use my points, even though it was probably a $600 flight.
[CUSTOMER][NEUTRAL] Um, will they go by the models then and I will be able to get reimbursed for that?
[AGENT][NEUTRAL] Um, I can, I can check on that for you because I don't see that. Let me go back to the definition.
[CUSTOMER][NEUTRAL] And as far as paying above, is this above and beyond what my insurance pays or as far as like the doctor's visits and things?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't think that office business are covered, but I can check on that for you as well.
[CUSTOMER][NEUTRAL] Well, like the, you know, I know the sur the opinion, surgical opinion and stuff like that.
[CUSTOMER][NEUTRAL] I didn't know if this was above.
[CUSTOMER][NEUTRAL] I mean, usually these riders like this are above and beyond what your insurance pays.
[CUSTOMER][NEUTRAL] Cause you know, once I got to my out of pocket.
[CUSTOMER][POSITIVE] I didn't have to pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I'm not seeing any benefits for an office visit, so if you're just going in for a second opinion.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Right, the second
[CUSTOMER][NEUTRAL] Yeah, second opinion and stuff like that and the initial consultation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Those are on there.
[AGENT][NEUTRAL] OK, so I don't think there's, I'm not seeing any benefits for that, but I can double check for you also to see if that's covered.
[CUSTOMER][NEUTRAL] Well, I'm talking about just my visit like my.
[CUSTOMER][NEUTRAL] Section opinion and stuff like that.
[CUSTOMER][NEUTRAL] Oh, and the other thing was,
[CUSTOMER][NEUTRAL] On the chemo, it said something about a prescription for the drugs.
[CUSTOMER][NEUTRAL] That were administered or something. I have a doctor's order and it lists those drugs. Is that?
[CUSTOMER][NEUTRAL] What we're needing
[CUSTOMER][NEUTRAL] I guess I just send it in and then if they needed something else they'd let me know.
[AGENT][NEUTRAL] Uh, I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I pay the indemnity amount for the drugs and the medicine.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] You know, like this.
[CUSTOMER][NEUTRAL] Yeah, that just says
[CUSTOMER][NEUTRAL] I don't know, somewhere I read something about.
[AGENT][NEUTRAL] Yeah, I'm looking at it now for the jewels and the medicine that they will pay the indemnity amount uh on the schedule of benefits.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Anti, uh, anti-nausea and pain medication prescribed by a physician?
[CUSTOMER][NEUTRAL] I'm not sure how that works with the chemo.
[AGENT][POSITIVE] Yeah, this is the the benefits.
[CUSTOMER][NEUTRAL] Or if they just do the whole chemo benefit of the, you know, because it's a 15,000 benefit and it's, you know, it's a lot more than that. So that would cover.
[CUSTOMER][NEUTRAL] If they do medicines separate from that?
[AGENT][NEUTRAL] It is separate because it says the benefit does not include drugs and medicines covered under your radiation or chemo benefit.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So those drugs would be separate from the chemo and chemo and radiation.
[AGENT][NEUTRAL] And for the 2nd, uh, 2nd and 3rd surgical opinion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, that you do have a benefit for that.
[AGENT][NEUTRAL] And let me see what those benefits are.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Yeah, I see that for diagnosis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's $300 per diagnosis of cancer.
[AGENT][NEUTRAL] And 300 per diagnosis of a third opinion is required.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And for your drugs and go ahead.
[CUSTOMER][NEUTRAL] OK, well I guess I'll just start sending in.
[CUSTOMER][NEUTRAL] I guess I just start sending in what I have and see if we can.
[CUSTOMER][NEGATIVE] See if you get everything that you need. It's just uh it's so, it's so overwhelming.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, I'm sorry, but uh if you have the billing from whoever you go to for to get your second or your third opinion, um, I will send in the billing with the diagnosis code, the itemized billing with the diagnosis code for that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, as well as the drugs, uh, everything, you know, we can get the diagnosis code and the billing showing how much you paid or what the, what the total charges were for those, uh, for the drugs and for the visit, doctor's visit for the second opinion. Uh, the same with the transportation and also your lodging. I was sending in your, uh, whatever you paid for your lodging where you stayed in the hotel.
[AGENT][NEUTRAL] Uh, and also the same for your any trips or the Uber or the plane or whatever.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, just make sure you have the charge amounts.
[CUSTOMER][NEUTRAL] Yes, and it said that I need the ELBs for my insurance.
[CUSTOMER][NEUTRAL] Of what they paid and that kind of stuff.
[CUSTOMER][NEUTRAL] For all these
[AGENT][NEUTRAL] Let me, let me see if I can message her. Just ask her whether you need the EOBs.
[AGENT][NEUTRAL] OK, she's looking, just give me one second.
[CUSTOMER][NEUTRAL] No, is it best probably to do like
[CUSTOMER][NEUTRAL] A claim for date or something and not put several on one or how what's best?
[AGENT][NEUTRAL] Um, I just say whatever, whatever is best for you, if you, if it's better for you to keep up, keep up with it by just doing those dates, all, all the dates at the same time.
[AGENT][NEUTRAL] Then that's fine.
[AGENT][NEUTRAL] For us
[CUSTOMER][NEUTRAL] OK, so either way.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says like, you know, maximum 12 per calendar year. Now I know my insurance begins like in September, so would my calendar year be from September to September?
[AGENT][NEUTRAL] Um, no, I mean for us the calendar year for us would be from [PII].
[CUSTOMER][NEUTRAL] So if my insurance started in September.
[CUSTOMER][NEUTRAL] I could do 12 trips from September to December.
[AGENT][NEUTRAL] No ma'am, for us with APL, the calendar year for us is the you know [PII].
[AGENT][NEUTRAL] So, uh, with what you're seeing with your other insurance.
[CUSTOMER][NEUTRAL] Right, but my insurance didn't start till.
[AGENT][NEUTRAL] Your insurance with APL.
[CUSTOMER][NEUTRAL] My interest begins in
[CUSTOMER][NEUTRAL] Yes, it, it, it starts, it's with my um job and so it starts every September.
[AGENT][NEUTRAL] OK, but no, we don't, ours doesn't run like that. So that's more like a plan here.
[AGENT][NEUTRAL] Uh, but with us it's calendar year per calendar year.
[CUSTOMER][NEUTRAL] You see, like I think in September, it might, I don't know that I have AOL again or whatever a ATL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] have to look and see. And so, yeah, it would change.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, but for us it's for us our calendar year we, we, uh, for us we go from [PII], so it that's how your benefits we'll pay the benefits within that time frame.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she said that we'll need the EOB for any chemo, radiation, or immunotherapy only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so for the second opinion at the doctor's office and for the, the drugs, uh, like the, for the nausea and all those, we just need the itemized billing, uh, or something with the billing on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing the cost, your costs.
[CUSTOMER][POSITIVE] OK. Well, this looks like a fun job for somebody.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Oh my, I don't see how y'all, y'all keep it all straight.
[CUSTOMER][NEUTRAL] Oh, it's a lot.
[AGENT][NEGATIVE] Uh, it's it's hectic sometimes.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] So, OK, well, I'll start sending in what I have and then we'll go from there, I guess.
[AGENT][NEUTRAL] OK, and I will get with her on.
[AGENT][NEUTRAL] Uh, discussing that the radiology, uh, department was the one who did the biopsy so we could see if we can, uh, get you some additional benefits there as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, that, and then of course she was gonna check on that mileage with the home address then.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] And so I will give you a call back as soon as she lets me know she's done.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right. Thank you for your help.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else I can help you with other than that?
[CUSTOMER][NEUTRAL] Not at this time.
[AGENT][POSITIVE] Alright well thank you well I'll talk to you soon.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye-bye.