AccountId: 011433970860
ContactId: f1baf2af-4eee-4722-b75a-282a45d40d98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1742989 ms
Total Talk Time (AGENT): 602459 ms
Total Talk Time (CUSTOMER): 1086101 ms
Interruptions: 16
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f1baf2af-4eee-4722-b75a-282a45d40d98_20250227T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling because I need to submit several claims and I've done it in the past but it's been a year so I don't remember what all I need and I'm just a little overwhelmed because I know you guys always need a lot and so I'm I guess I'm just looking to see at this point.
[CUSTOMER][NEUTRAL] What all we need because it's still from an original diagnosis that we got paid out we had filed claims for last year so I didn't know what new I needed and, and just kind of wanted to be directed on.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] What all I'm gonna need, there's been several hospitals and what all my policy covers because I've had several, my husband um has had several hospitalizations. Um, he had what's called CAT therapy. Um, he's had chemotherapy, he's had blood transfusions, and I vaguely feel like it's all included. Yeah.
[AGENT][NEGATIVE] This is hard.
[AGENT][NEUTRAL] Yeah, y'all have been through a lot.
[CUSTOMER][NEUTRAL] I'm just trying to.
[CUSTOMER][NEUTRAL] Yeah, we, we have.
[AGENT][NEUTRAL] Well, I certainly hope things get better for you.
[CUSTOMER][NEUTRAL] But you guys have been great and I appreciate that. It's a thanks you guys we're so thankful we have this policy and it's really helped. I just know I've just been putting off sending everything in because it, I mean, to be honest, it, it's a lot and it's a lot of paperwork and it is overwhelming and I'm to a point where I'm like.
[AGENT][NEGATIVE] Well, you've been going through a lot too. Yeah, it's overwhelming.
[CUSTOMER][NEUTRAL] I need money. We're starting to get behind on some bills, but I'm like, I just need to sit down and get this paperwork done. And it's it's complicated because, you know, my husband, he is insured under me, but like, um, you know, all his paperwork that I need to get is like in his insurance stuff, you know what I mean? So I'm like telling him, yes, I'm like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And his name, and then you have to try to get it from them and they don't wanna get it and he didn't feel like that bless your heart.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Yeah, like, I need you to do this, and I'm like, oh my gosh.
[AGENT][NEGATIVE] That is a hard time.
[AGENT][POSITIVE] Yeah, well, let's see what we can do.
[CUSTOMER][NEGATIVE] And things are so hard nowadays like, you know, I can't log into his stuff like I know I know so.
[AGENT][NEGATIVE] You can't get anything. Yeah.
[AGENT][NEUTRAL] It is hard. All those bad folks make it hard for those good folks just trying to work and make a living, you know, and survive.
[CUSTOMER][NEUTRAL] Yes it was so um I.
[AGENT][POSITIVE] But, but that's OK. I'm here to help you.
[CUSTOMER][NEUTRAL] OK, thank you. So I just wanna know what I'm gonna need because I know that there's.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, it almost like sometimes I wish that um even though we're in the electronic age, I wish the insurance company still set everything by paperwork because sometimes it's easier to find that way so.
[AGENT][NEUTRAL] Me too, I feel the same way and I work on these computers all day long and afterwards I'm like.
[AGENT][NEGATIVE] I just wanna talk to somebody instead I have to look something up and then send it to me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Me too.
[AGENT][NEUTRAL] Sometimes the good old days were simpler days. You had to wait a little longer, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, me too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have your policy number available?
[CUSTOMER][NEUTRAL] Oh, hold on, I'm logged in online so it's I'll be right here. Let me look.
[CUSTOMER][NEUTRAL] My account policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Somewhere, somewhere I have it. I was signed in.
[AGENT][NEUTRAL] It could be under my coverage.
[AGENT][NEUTRAL] If you're on the portal
[CUSTOMER][NEUTRAL] Yeah, OK, so it is, um, policy number is 736951.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And do you mind verifying your name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] Sure, I'm [PII], and my date of birth is [PII], and my address is [PII].
[AGENT][POSITIVE] Perfect and what about a good callback number just in case we get disconnected I can get right back to you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you know, uh, while I've got you on the line, can we just go ahead and verify your Gmail address as well?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] What we're going to need and this is um.
[AGENT][NEUTRAL] In regard to his original diagnosis.
[CUSTOMER][NEUTRAL] Yes, to the lymphoma, so it's just all still we're still fighting.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, that's good. Don't ever give up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I had a, a friend whose child was diagnosed with lymphoma and, you know, went through all the hard times and the treatments. And that child is in college now and about to graduate, so there's always hope.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] 00, that's wonderful news, yeah.
[CUSTOMER][NEUTRAL] There is, there's always hope, so.
[AGENT][POSITIVE] Mhm. And he's doing good. He's on sports team, and yeah, so.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] Oh good, that is great that's wonderful to hear.
[AGENT][NEGATIVE] Never
[AGENT][POSITIVE] Never give up.
[AGENT][NEUTRAL] There's always hope.
[AGENT][NEUTRAL] So what we're gonna need.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, for
[AGENT][NEUTRAL] And he's still receiving chemo?
[CUSTOMER][NEUTRAL] Yes, he's starting a new type so he um he received chemo.
[CUSTOMER][NEUTRAL] He got paid out the benefit from having it last year and then he didn't have chemo again but he had chemo earlier. He started chemo earlier in February and that will be continuing, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And like I said, he's had several hospitalizations since November, and he had what's called CAT. I don't know that we necessarily receive anything for that specific thing, but like I know there's like a
[CUSTOMER][NEUTRAL] Yeah, I know, I know that there's a hospital benefit, and then I know there's like an attending physician's benefit and just all the stuff he got well in the hospital. It's just, it's complicated because you try and get an E there's so many EOBs, you know what I mean? And he's spent a lot of time in the hospital. I mean, probably total we've probably had.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, I mean, I probably need to submit paperwork for probably 25 to 30 days that he's been in the hospital between November to yesterday, so.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Bless your heart. I always just been through a really rough patch. It's gonna get better.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I hope.
[AGENT][NEUTRAL] Yes ma'am. Now on the portal you said you have that active account, you can actually click on your policy number if you ever want to view your benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And that will download your policy certificate with the benefits listed.
[AGENT][NEUTRAL] And that'll help you kind of know what to file for.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, I'm clicking on it now.
[AGENT][NEUTRAL] I figured you were, so I was waiting.
[CUSTOMER][NEUTRAL] I think I've probably seen this before.
[CUSTOMER][NEUTRAL] Cause you know, I had cancer a couple of years ago and started filing all these claims for myself then, but I'm in remission.
[AGENT][POSITIVE] Well, congratulations.
[CUSTOMER][NEUTRAL] OK, yeah, so it's like a 32, thank you, it's like a 32 page form.
[AGENT][NEUTRAL] Document, right, so around page 17.
[AGENT][NEUTRAL] There is a page called a schedule of benefits page.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, alright, the schedule of benefits. Alright, let me get down to it. I see it in the table of contents.
[AGENT][NEUTRAL] And we can also um.
[AGENT][POSITIVE] I mean you can even print this document out if you just wanna have paper.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Versus going back to this all the time.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] But it's gonna show you your hospital benefit charges, your, that that's covered, confinement, drugs and medication benefit.
[CUSTOMER][NEUTRAL] Oh, I see that.
[AGENT][NEUTRAL] surgical, all those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's a list of the benefits listed on your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK let me see. Oh what?
[AGENT][NEUTRAL] Then what we're gonna need is an itemized bill.
[AGENT][NEUTRAL] From the facility with the diagnosis code and the charges.
[CUSTOMER][NEUTRAL] Itemized bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I myself from, from the facility, so from the hospital.
[AGENT][NEUTRAL] Right, from the hospital. Mhm. Now,
[CUSTOMER][NEUTRAL] And it needs to have what again?
[AGENT][NEUTRAL] With diagnosis codes.
[CUSTOMER][NEUTRAL] With dye.
[AGENT][NEUTRAL] Diagnosis code.
[CUSTOMER][NEUTRAL] I feel like in the past.
[CUSTOMER][NEUTRAL] I feel like in the past that's what's been so difficult for me to get. Do you recommend I forget why I called to get it because I feel like that's not just like in his My chart. Does it like do you recommend calling like the billing?
[AGENT][NEUTRAL] I would call the billing department and ask them for a form called a U as in umbrella, B as in Bravo 04.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, hold on you you.
[AGENT][NEUTRAL] UB UB like U as in umbrella and B as in Bravo.
[CUSTOMER][NEUTRAL] I'm, I'm sorry, what? Oh, OK, you.
[AGENT][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 04.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] That's from the hospital.
[CUSTOMER][NEUTRAL] OK, so if I tell them I need code and just through.
[CUSTOMER][NEUTRAL] Do you recommend that I do it for like each date he was in there or just tell him like everything since [PII]?
[AGENT][NEUTRAL] That's what I would say and see if they can just send you everything.
[CUSTOMER][NEUTRAL] OK. All right. OK. All right.
[AGENT][POSITIVE] Now, now, also, it's something that might help you too. If you go to the claims and form section for the cancer claim form, there are instructions.
[AGENT][NEUTRAL] As to what's needed and that kind of gives you a guideline too. You can complete that form, but if it's for the same diagnosis, it'll kind of give you the documents needing, needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I do have a question. So my policy, I know I have.
[CUSTOMER][NEUTRAL] Up to 20,000.
[CUSTOMER][NEUTRAL] For chemo, and do you know if it gets anything extra for weight? Oh, I see.
[CUSTOMER][NEUTRAL] Is chemo and radiation considered like the same thing? He's never had radiation before and he's starting that. So I just wasn't, he's gonna be going, getting both, whereas in the past, he only had chemo, but now they're gonna be doing a commo of chemo and radiation. So I didn't know for, for this it's the same thing, right? OK.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's the same benefit. Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um, I know they cover mileage, correct?
[AGENT][NEUTRAL] That's correct. It has to be over 50 miles.
[CUSTOMER][NEUTRAL] Yeah, it is. What do you require for that? Because I, I guess I didn't um.
[CUSTOMER][NEUTRAL] I've never submitted it before because I've always just been like I heck with it. I don't want to deal with keeping up with all that, but I have driven a lot of times, yeah, and so do I just like, do is there a mileage form? like what do I fill out for that?
[AGENT][NEUTRAL] Oh no, it's your benefit. Yeah, no.
[AGENT][POSITIVE] Definitely
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what they're gonna need is the physical address for the facility where he's either receiving surgical treat or chemo or radiation.
[CUSTOMER][NEUTRAL] Is it under the form?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there it it can't be a PO box. It has to be the physical address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For the facility. And then they'll um put it in their calculator and, and come up with the mileage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And I just put then um like how many days that I was back and forth to there cause a lot of days he didn't necessarily go back and forth, but I did, um, you know, when he was in the hospital, so.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Yeah, you would put how many days you went, if you can remember. And also, did you stay overnight in the hotel or anything cause there's a lodging benefit as well.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We did, but it was, it was covered under a grant.
[AGENT][NEUTRAL] If you have that receipt, I would submit it because you have the benefits on this policy as well.
[CUSTOMER][NEUTRAL] Oh, OK. Alright, yeah, I, I wonder if I can, I don't know if I have the receipt because they just billed the people that paid the grant. Do I maybe just call the hotel and maybe they would be able to provide me something?
[AGENT][NEUTRAL] OK got you.
[AGENT][NEUTRAL] Yeah, I would try it. I mean, the benefit is on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, yeah, that would be good because yeah we were in a hotel for 30 days, but like I said, the manufacturer of, um, the transplant thing he used covered it, but they just did like a direct bill but I wonder like you said, if I could get something from them some sort of invoice so I could resubmit it. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I would try it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then to get receipts for parking, I would have had to save my receipts, right?
[CUSTOMER][NEGATIVE] Some days it spit one out, some days it didn't, you know, those parking things.
[AGENT][NEUTRAL] Yeah, you know what, that is a good question. I am not sure if it even covers parking. I think it's just gonna cover, it just says the transportation, meals, and lodging.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] On the benefits. So, and, you know, did you save any of the receipts for the, your meals or anything?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, I never even knew I had that. Um.
[CUSTOMER][NEUTRAL] No, I really didn't. I mean, I probably have electronic receipts in Grubhub. Do you think I could screenshot those and send those? Really?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Heck yeah, I would, I would certainly try. It's $20 a day for meals.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Yeah, I'll try because um yeah.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] The, the way that we look at these cancer claims because there's so many different benefits, send the information that you have, even if it's not payable, at least we can review it to see if it is payable.
[CUSTOMER][NEUTRAL] OK, all right. OK, so what I'll need to do is, where do you recommend I start? So I don't, I remember at first I had to fill out a bunch of stuff and the doctor had to fill out something, but because it's the same disease, I don't need to do that, right? I can just get the UB04 and then any receipts um that I have from.
[AGENT][POSITIVE] It, that's correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Receipts
[AGENT][NEUTRAL] Mhm. So if you.
[CUSTOMER][NEUTRAL] OK, and I get that form in the form claims and form section for transportation?
[AGENT][NEUTRAL] That's correct. So on the claim form there is on section C is for the the.
[AGENT][NEUTRAL] Transportation and family lodging.
[AGENT][NEUTRAL] That's where you'll enter that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, well, oh, that's what I needed to ask. Will I need to fill out a new form for all these claims?
[AGENT][NEUTRAL] No, it, I would.
[CUSTOMER][NEUTRAL] And is it separate? OK.
[AGENT][NEUTRAL] I would fill out one claim form because you're gonna wanna submit for that lodging and transportation.
[AGENT][NEUTRAL] And then just upload and then the documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then as far as. Right, it's so that's for like the that stuff but how about for the there's no claim form I need to fill out to um is this just adding to the previous claims like.
[AGENT][NEUTRAL] It's not a lot.
[AGENT][NEUTRAL] Like.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so really all I need for that stuff is to get the UB 04 from like when he started all this was back in October or November. I gotta get the dates through yesterday and um and go from there.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's right. And
[CUSTOMER][NEUTRAL] And no claim or I don't need to file because do I just go under my claims and hit the upload files and just send it all in?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK and then um and then the only thing I would need to fill out the claim form that you were talking about would be for like the transportation and lodging and all that.
[AGENT][NEUTRAL] That's right. And if you wanna look at that real quick and see if you have any questions up on the claims forms portion, it's gonna be for the cancer claim form.
[CUSTOMER][NEUTRAL] Yeah, let me look.
[CUSTOMER][NEUTRAL] OK, so claim form.
[AGENT][NEUTRAL] And you'll see on page one.
[CUSTOMER][NEUTRAL] That's what I was calling because.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Page one is all the instructions and the documents needed.
[CUSTOMER][NEUTRAL] OK, hold claims and forms.
[CUSTOMER][NEUTRAL] Oh, I gotta resign it if I think maybe what's it.
[CUSTOMER][NEUTRAL] OK, hold on plans and forms.
[AGENT][NEUTRAL] It's gonna be the cancer claim forms.
[CUSTOMER][NEUTRAL] Oops we all take it claim forms.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And file a canceled flight claim?
[CUSTOMER][NEGATIVE] Oh, it's telling me to sign in. It thinks I'm not signed in. Maybe that's the problem. Maybe it signed me out.
[CUSTOMER][NEUTRAL] I don't know. I'm, I'm like I do, but like I get claims so maybe I'm little different.
[AGENT][NEUTRAL] Computers.
[AGENT][NEUTRAL] Yeah, that may take you just to the a.m. public.
[AGENT][NEGATIVE] Website, not the secured.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Where do I get that? No, I'm signed in like I see my policy number, and I, it's claim form at the very top of the page, right?
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] And it should take you to a list of forms.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right on.
[CUSTOMER][NEUTRAL] Got it. I'm just gonna sign it again because it I don't know it's not that.
[CUSTOMER][NEUTRAL] Oh wait now. OK, hold on.
[CUSTOMER][NEUTRAL] Well, it just brings me back to
[CUSTOMER][NEGATIVE] It's, it's bringing back to like my, my portal page that has all my claims and everything on it every single time I hit claims and forms, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you open up a new tab and just go to [PII].
[AGENT][NEUTRAL] Let's do it that way since it's not wanting to be nice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We'll just do it another way and make it nice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then do I log in or?
[AGENT][NEUTRAL] You don't have to log in on just [PII].
[CUSTOMER][NEUTRAL] Just go to the claims and forms there? OK. Do I put claims and forms there? OK.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] And then scroll down to the cancer claim form.
[CUSTOMER][NEUTRAL] File claims, other ways to supplement your claim.
[CUSTOMER][NEUTRAL] Paper fact claims form. OK, alright. Can claim form download form, OK.
[CUSTOMER][NEUTRAL] All right, I've seen this one before, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, I see it and then it would be section 3. OK, I see that about.
[CUSTOMER][NEUTRAL] So I guess that was, I think that was my concern was, I remembered this filling out a claim form, and that's what I was worried about was that I was gonna have to, like I said, he's probably had 6 hospitalizations since October. So I was worried that I was gonna have to submit a new claim form and doctor's note for every single one of those. But I, you said I only really need to do that when I'm claiming the transportation.
[AGENT][NEUTRAL] For the lodging. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since it's for the same diagnosis. So it would be one claim form per diagnosis. If he has a, a new diagnosis or a new biopsy with the new findings, then you may want to um complete the form, but this is for the same diagnosis, so.
[CUSTOMER][NEUTRAL] And other than that,
[CUSTOMER][POSITIVE] Yes it's all OK.
[CUSTOMER][NEUTRAL] Uh-huh, no, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK. And so.
[CUSTOMER][NEUTRAL] And once again for those, I just get those UB, I'm sorry, yeah, UB.
[CUSTOMER][NEUTRAL] UB 04 form from the hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I would just upload files and you guys will know to process that on a previous claim.
[AGENT][NEUTRAL] That's right. So they'll look at the history for [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Alright, well,
[AGENT][NEUTRAL] And what hospital was it? Was it a cancer hospital or?
[CUSTOMER][NEUTRAL] That makes
[CUSTOMER][NEUTRAL] Yeah, it was Emory University Hospital in [PII].
[AGENT][NEUTRAL] OK. So you, you can call them and tell them that you've got a cancer policy and they'll probably
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That'll, that you're needing to file a claim for his hospital stay?
[AGENT][NEUTRAL] And tell them
[CUSTOMER][NEUTRAL] Yeah, all the stuff from, now I do think it's all the same diagnosis. I believe though last year when I submitted the claim paperwork for um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the chemo and stuff he had last year, and he, um, it was at a different facility, but that's the only thing that changed is the facility. So, um,
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, like he had some stuff, the stuff he's had, uh, and then we're now we're going back to another facility. So the facilities have changed, but the diagnosis is remains the same.
[AGENT][NEUTRAL] Yeah, and that should be fine.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, well that does take a load off thinking I don't need to go through every single one of those steps for every single um incident.
[AGENT][NEGATIVE] No, no, no, no.
[CUSTOMER][NEGATIVE] I was like, oh my gosh, and he asked me the day he's like, it is, he's like, have you filed all that? And I'm like, no, I'm just so overwhelmed. I think I have to get all this stuff and I remember having to get like the doctor's diagnose something and I'm like, oh my gosh, that, you know, waiting on them. Yes, he had the biopsy, the pathology report, all of that stuff. So, um, now is that something they
[AGENT][NEUTRAL] That's a lot of work, isn't it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. The biopsy report.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could require an updated passport or any of that?
[AGENT][NEUTRAL] Has he had an updated pathology report?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think so. He had a bone marrow biopsy the other day, but we don't even have those results back, but they're really just, it's still all the same thing. They're just checking to see if it mutated and into something else, if that makes sense. So.
[AGENT][NEUTRAL] Yeah. It does.
[CUSTOMER][NEUTRAL] Because he has non-Hodgkin's lymphoma, so there's like.
[CUSTOMER][NEUTRAL] A million different kinds of that. So, it has something to do with them fighting certain targeting certain proteins with his, with his treatment. So they're making sure they're still targeting the same ones. And then now we have the radiation component, which he hasn't started yet, but will, um, he has a consult for that tomorrow, so.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, that is kind of a relief, and I'm, I never knew. Thank you for telling me about that um page there and that um showing me what all um we can, you know, what all we're covered for, um, that is nice to know cause you don't really, you know, I wasn't really 100% sure. So that is really helpful. You know, the big numbers, you know what I mean? I know that I get.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 20,000 each year it's a new calendar year. So each time he would get chemo, but um I never knew that um
[CUSTOMER][NEUTRAL] Um, like he got paid for some of these other things on there too. And I had forgotten about some things too. So like the, uh, attending physician. So that's like when you're in the hospital, that'll be every single day the doctor comes in, right? Is that what that means? That's attending the physician, right?
[AGENT][NEUTRAL] For the attending physician, mhm.
[CUSTOMER][NEUTRAL] Mhm. Yeah, every single day he was in, somebody was in on rounds, a physician, so, um.
[AGENT][NEUTRAL] So, your doctor should have, you can actually
[AGENT][NEUTRAL] Call them
[AGENT][NEUTRAL] And um ask them if they have the attending physician itemized bill.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, so that, oh, because that might be, that might be different than the UB 04, do you think?
[AGENT][NEUTRAL] For his husband's name.
[AGENT][NEUTRAL] It will be because it's gonna be for the the professional fee charges. So the hospital is gonna have the and and sometimes the hospital will include the professional fees.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But most of the time, that is for the facility charges.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the charges that the hospital charges is that's why it's called a facility charge, and then a lot of times the doctors will charge their professional fee charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So that it's just completely different.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if
[CUSTOMER][NEUTRAL] So you recommend calling, so call, you call the doctor's office, because what's weird is that doctor's office is based there in the facility, because it's like a huge facility. It's like a whole town, but, um, so, but I should call the call his, his office for his doctors out of it ask for an attending physician bill, right? For all the times he was hospitalized.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Yeah, so when you're talking to, yeah, when you're talking to the hospital billing department, you can ask them if the facility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Includes the profession, the doctor's charges if those bills will include the doctor's charges.
[AGENT][NEUTRAL] If they say yes then you don't have to worry about getting anything else because it's gonna be on that itemized deal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if they say no, then you would contact the.
[CUSTOMER][NEUTRAL] So I if the
[AGENT][NEUTRAL] The doctor's office.
[CUSTOMER][NEUTRAL] OK, so ask if the itemized bill includes writing all this down, the physician fees.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And if not then I'll need to call, call them and get that.
[AGENT][POSITIVE] Mhm. That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] OK, well that is good to know. And he received chemo in the hospital, so that should be.
[CUSTOMER][NEUTRAL] On there, OK, alright, I'll see what I can do and I'll tell them.
[CUSTOMER][NEUTRAL] I either need it from this state through the state and just send it all to me, right? So, um.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I, I do have to make sure I tell them that you'd be 04 because I feel like in the past but I think it was when I was having.
[CUSTOMER][NEUTRAL] My um
[CUSTOMER][NEGATIVE] My issue, I had a hard time getting that from like they just sent me an itemized bill but it didn't have the diagnosis codes so um I had to get them to resend it so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you know if that's something they normally send over like electronically most facilities or do they mail it?
[AGENT][NEUTRAL] It depends on the facility. Sometimes they'll email it to you.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder what they did last year. I'll have to look at it because I guess I had everything right last year. I remember when I filed this stuff last year, I had an easier time than when I filed it for myself. So, OK. All right, um.
[CUSTOMER][POSITIVE] Well, I think that's everything. I'll go ahead and start getting, getting some of this stuff together and getting it um.
[CUSTOMER][NEUTRAL] Getting it sent in.
[AGENT][POSITIVE] All right, that sounds good.
[CUSTOMER][POSITIVE] All right, well thank you for all your help. I really appreciate you.
[AGENT][POSITIVE] Oh, it's been such a pleasure and thank you for calling APL and you call us if you have any other questions or concerns we're here for you, OK?
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] Thank you for calling APL and I hope you'll have a great evening.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks, you too. Bye-bye.
[AGENT][POSITIVE] Thank you Ms. [PII]. Bye-bye.