AccountId: 011433970860
ContactId: ff4d96a8-d9da-49c0-9140-d398b7daf784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1564060 ms
Total Talk Time (AGENT): 742289 ms
Total Talk Time (CUSTOMER): 778684 ms
Interruptions: 21
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ff4d96a8-d9da-49c0-9140-d398b7daf784_20250513T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, this is [PII]?
[AGENT][NEUTRAL] This is so with APL.
[CUSTOMER][NEUTRAL] Yes, is, is this, is your name Miss [PII]?
[AGENT][NEUTRAL] No, my name is [PII]. So.
[CUSTOMER][NEUTRAL] Miss, yeah, hi, I'm [PII]. I have spoken to you before about my husband [PII]. I had to uh fill out some paperwork and get it mailed back to you all about his, uh, I don't have his policy number with me right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I emailed y'all some information around [PII] this morning and I was just trying to see did you receive the email it said it went through on our end, so that's what I was calling about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said it's an email, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, from for [PII].
[AGENT][NEUTRAL] OK, if it's an email, you're gonna receive a response back because we respond to all the emails once we receive the email, um.
[AGENT][NEUTRAL] So more than likely.
[CUSTOMER][NEUTRAL] Well, I got, I got a little paperback. I got a paperback saying OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Like the faxed copy like thing that I've claimed thing. I, I did receive something back.
[AGENT][NEUTRAL] OK, was it fax or email?
[CUSTOMER][NEUTRAL] Seeing that job receipt.
[CUSTOMER][NEUTRAL] I faxed it on a fax machine.
[AGENT][NEUTRAL] fax. OK, yeah, fax, yeah, fax takes 24 to 48 hours to get here because it goes to a fax line, it goes to another department, and from that department, it will come to us. I can check and see if by any chance we have received it, but more than likely if it's, it was today, probably it will not be on the account just yet, OK? But let me go ahead and pull the information and see what I have, OK? Um, so the last name is [PII]. What's the first name of your husband?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't have his policy number with me cause I'm at work, but his birthday is [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the address, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] And y'all did receive the, the paperback for uh for for me to be updated that on his own uh to ask OK OK just wanted to make sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] We did, we did, Ms. [PII]. Yes, thank you. Um, yes.
[CUSTOMER][NEUTRAL] Yeah, cause they said it hadn't been dead in 10 years, it needs to be redone, so, yeah.
[AGENT][NEUTRAL] Yes, that is correct. Yes, and yeah, I do see it, yes. All right, so it looks like we have not received that fax yet. Again, it may be that it went to the fax department and it has not come here just yet. So I will say give it about 24 hours, 24 business hours and call us back just to see if it's here. So I would say if you send it today, um, I will call back uh probably.
[CUSTOMER][NEUTRAL] Thursday.
[AGENT][NEUTRAL] Thursday, I think Thursday will be the best time to call back, yes. Mhm. OK.
[CUSTOMER][NEUTRAL] OK, OK, but I needed to send some info you, you can see the information they needed me to send in from last time, huh.
[CUSTOMER][NEGATIVE] I kid you
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see. The, the only thing that I see at this time and um we did receive the third party authorization with your information, so we did receive that. I don't know if you have a fax or mail that in, but yeah, we did receive that information, uh, and that's the last thing we received.
[CUSTOMER][NEUTRAL] No, but y'all needed some information. Y'all needed some information from me to, I mean y'all needed some information from him or something like a uh uh a code of guard, not a code of guard, it was off the guard or some paper like after surgery or something. What you call that paper?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] An Anema.
[AGENT][NEUTRAL] OK, uh, is it the itemized bill or the discharge summary?
[CUSTOMER][NEUTRAL] No, it's some, uh, uh, it said, uh, or some.
[CUSTOMER][NEUTRAL] I don't know, but I, I think I, it's after the guard or uh.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, it's some kind of paper that the the doctor fill out after surgery. What you call that?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, some, yeah.
[CUSTOMER][NEUTRAL] Uh, hold on one minute. Let me see, can I ask the lady here. Hold on a minute, hold on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have to go back here.
[CUSTOMER][NEUTRAL] I think at home.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, ma'am. I, uh, I can't remember what what the paper say.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK. Let me, I'm, I'm pulling the documents of the last claim. Uh-huh.
[CUSTOMER][NEUTRAL] But it was, it was some kind of form.
[CUSTOMER][NEUTRAL] Yeah, it was some kind of form that he had to send in his, his uh mileage from my house to how many miles it was to, no, he had to send in the address, my address to the doctor's office he had to go to and the dates he went and then we sent that in and then I had a form to fill out and then it, and one of the forms said you have to do some kind of report from the doctor and the doctor did that. So that's all the information I was sending in to you today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, so you was following up on the, the last claim that we processed, um, which we were asking for additional information, um, see, let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I need after surgery and travel.
[CUSTOMER][NEUTRAL] It was a traveling thing and, and I said whatever they, they told me to write my address down and the address that I had to go to. So that's, that's what I did and and I did that and it was some kind of report they had to have. So that's the stuff I was sending in today cause they said they help cause we've been to report so many times.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. Yes, yes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's like 70 miles from my house to there. So I just put the, they say write my address down and work in the hospital we went to it was two different ones, so I just wrote one we went to the and the other I just, I just wrote it like you said and see out that paper so I don't know, do I supposed to call back or I just supposed to wait till they contact me.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, OK. Now, um, once we receive the information, we'll go ahead and process accordingly. Um, if you did send the information about the mile, we, we was asking for that information. I see the last claim we processed, which it was the one processed on [PII]. We was um asking for additional information for transportation and we was asking for the um doctor charges bill for the anesthesia to be paid.
[AGENT][NEUTRAL] Um, we also ask for a fully itemized bill from the hospital facility.
[AGENT][NEUTRAL] Um, yeah, mhm.
[CUSTOMER][NEGATIVE] Oh well, I don't, I don't know if, well the last paper I got, they didn't, I didn't get no bills. He just went to the hospital yesterday. I wish I knew that he's supposed to have some kind of bill from the hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, an itemized bill, yes. Every time he goes to the hospital, he needs an itemized bill.
[CUSTOMER][NEUTRAL] So, how do I get that cause he done been like 15 times.
[AGENT][NEUTRAL] Oh, OK. Let me see something really quick. Bear with me just a second because um because I'm going by what the
[CUSTOMER][NEUTRAL] They just told me I need the gas.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The gas, they told me to write down. They gave me a claim form to fill out, and I filled it out and they say write down each whatever my address is, they told me to write it down and whatever I'm going to write that address down, how many times I go, so that's what I did. And they asked me for some report after his surgery and whatever it is, something often the report or uh something it says on that on that paper.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And now if I highlight, they highlighted it and I got that report and that's what I mean, I mean uh faxed to you all this morning. Now this other stuff you saying about bills, nobody told me nothing about this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, this is the same service, the same, uh, information that you send in for [PII]. You were, um, you send in for a surgery that it took place for [PII].
[AGENT][NEUTRAL] And we needed additional information about the surgery, like the facility charges and the fully itemized bill for the facility charges. Um, we also requested the mileage information. So we requested those two things. I'm not sure if that's what you're sending in. The best thing is to, um.
[CUSTOMER][NEUTRAL] Well, I, I sent in two things, but I don't know. I, I, they told me some after he had the surgery on the [PII], he had the surgery [PII] when he had the in, in, uh, I think February with the, the something that's when he had the biopsy and he found out that he was diagnosed with all this.
[AGENT][NEUTRAL] Mhm, yeah. Yeah.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] The biopsy was did in February. The surgery was do, do the surgery just did [PII]. The surgery ain't even a month old.
[AGENT][NEUTRAL] Got you. But the surgery was due to the cancer or was not due to the cancer? It was due to the cancer. OK, so everything was due to cancer.
[CUSTOMER][NEUTRAL] Yes, yes. It, it was. Everything, everything was because it's just a
[CUSTOMER][NEUTRAL] Yeah, he just found this all this out on uh I guess [PII] [PII] when the reason, I mean.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm getting confused. It's so much. We went to the doctor [PII] and then he, they found this not he went for something else and they found this. So they sent him to a guy to do the biopsy and I think they did that.
[CUSTOMER][NEUTRAL] The [PII] or something and the results came back in [PII] or something like that. And we've been going to doctors ever since for cancer doctors ever since [PII].
[AGENT][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] OK. So, the paperwork that you just sent, Ms. [PII], the one that you faxed the, the, I don't see it here yet. What did you send on that fax? You said that you send the information about the mileage, but what else did you send besides the mileage information?
[CUSTOMER][NEUTRAL] Some, some report they asked me for that the doctor uh give them after he do the surgery. Some kind of it's a, it's a it's a report of what he done. It's, it's something I can't think of the name. Optim or uh.
[AGENT][NEUTRAL] OK, OK. The report after the surgery. Yeah. Yeah, I got you. OK.
[CUSTOMER][NEUTRAL] Something whenever you have surgery, they won't.
[CUSTOMER][NEUTRAL] Yeah, so I, I just sent that and then I filled out the claim form that I had. Yeah, it's, it's some kind of report they asked for and the mileage stuff. That's what I sent today.
[AGENT][NEUTRAL] So that's why I just.
[AGENT][NEUTRAL] The operative report. So you send the operative report, mhm, the operative report and then you send them out. OK. OK.
[CUSTOMER][NEUTRAL] Yeah, dancing.
[CUSTOMER][NEUTRAL] Right, I report in in the.
[CUSTOMER][NEUTRAL] Yeah, that's what they told me to send and fill out that form, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, that's gonna be it's OK. So that's gonna be for [PII], yeah, it looks like that's what we were asking for. So yes, once we receive that, we'll process the claim and we'll go ahead and uh pay accordingly and um.
[CUSTOMER][POSITIVE] Yeah. Oh, thank you so much for this.
[AGENT][NEUTRAL] Um, if you have anything else that you need to submit because the only day I see here is [PII]. If you have anything else that you need to submit before the [PII], you can also submit those claims and let us look at it and see if it's something payable. So if you said that he went to the doctor on February, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] See, I don't, I don't know.
[CUSTOMER][NEUTRAL] I don't know what other claims you need. I don't know what, I don't know what to send me. He's been going to the doctor. He's been going to the doctor ever since he found out on March. I think I'm not for sure, but I think I, but you can look and see because I had to send you the biopsy report. So I already sent you all that. If you can look at that, you can tell when he first had the biopsy cause I sent all that information in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So after he had the biopsy and found out it was cancer, he been going to the doctors ever since. So, I mean, you, you got the information when he had the biopsy. I don't know what we might have did it in February, but it came back in March cause the first time he went to the doctor for something, it was [PII] and then uh they later on they seen that so by the [PII] or the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They did the biopsy and then it came back with, with breast cancer, you know, so that's, that's what, uh, and I don't know what, I know that he had this insurance for years. He been retired but he bought it when he was teaching.
[AGENT][NEUTRAL] Mm, mhm, mhm.
[CUSTOMER][NEGATIVE] And uh and I know it should pay for a lot of more stuff, but I don't know what to send him to get paid for him to get paid for cause going to sleep for that's like $25 for gas every day and we go like 2 days in a row sometimes. It's, it's awful.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. Is he, yeah, is he getting any type of like treatment like chemo or radiation or anything like that or no?
[CUSTOMER][NEUTRAL] So, I don't know what else.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] He, well, he hadn't, he hadn't started it yet. He just, he just, he had the [PII], like I say, he had the, the surgery uh the [PII] of
[AGENT][NEUTRAL] Hasn't started yet. OK, OK.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Of April, so the day just the what, [PII]. So he don't see the oncologist till the [PII] of this month because he had to give himself time to heal.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK. Mhm.
[CUSTOMER][NEUTRAL] You know, give his you know he took his breast off, so he had to get that time to heal so he don't see the oncology till the [PII] of this month.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Gotcha. OK. OK. All right. Um, well, based on the benefits, it looks like right now that's, that's gonna be it until he start getting like chemotherapy or radiation therapy if he needs to get those. And then um do you have a copy of your certificate, Miss [PII]?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] The information of the booklet where it has all the benefits and what you can get the benefits for.
[AGENT][NEUTRAL] Like the list of what we pay.
[CUSTOMER][NEUTRAL] I don't think I have it.
[AGENT][NEUTRAL] You don't have, OK, you know what? I'm gonna go ahead and send a request to have that sent to you, because like that, you have that paper and then when you see something that is on the list, you can go ahead and send that claim, and that will be a lot easier for you to determine what to send and what not to send, OK?
[CUSTOMER][NEUTRAL] I don't,
[AGENT][NEUTRAL] So, yeah, yeah, let me do that. Let me go ahead and request that for you reall[PII], OK?
[CUSTOMER][POSITIVE] OK then. I thank you.
[CUSTOMER][NEGATIVE] I might get a book, but I don't think it's been so much going on. It's hard for me to keep up with all this, ma'am.
[AGENT][NEUTRAL] I understand, yeah, it's OK.
[CUSTOMER][NEUTRAL] So, but I don't think I got a book, but it's a lot. I mean, it's just a life change. You would like go to the doctor for one thing, then you find out something like this, you know.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] end up with something else. Yes, yeah. Yeah, I understand. It's OK. Yeah, I'm just gonna go ahead and send it to you even if you have it. I'm gonna send another copy just to make sure you have that information and then once you receive it, you can go over the benefits.
[AGENT][POSITIVE] And see uh the list of benefits and you can just determine by that like OK, he had this oh I can go ahead and send the claim for this and it's a lot it's gonna be a lot easier for you so you know what to send in based on what he has already done.
[CUSTOMER][NEUTRAL] What, so do I need to fill out the, the claim form that I have to fill out the claim form every time that I send something, right?
[AGENT][NEUTRAL] Yes, because we need the authorization just in case we need to get additional information or we need to get in contact with the doctor, we're gonna need that authorization form, OK?
[CUSTOMER][NEUTRAL] OK, so I, I need to make some copy of the claim forms, huh? Cause I had that one claim form I sent in, so I need to make copies of the claim form.
[AGENT][POSITIVE] Yes, yes, you do. Mhm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And every time I got to fill out the claim form to, to put the information that come from the doctor, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, I need to make a bunch of copy of them then.
[AGENT][NEUTRAL] Mhm. Yes, every time.
[CUSTOMER][NEUTRAL] Can you send me some claim form? Can you send me some claim form with the booking? Yeah, please do.
[AGENT][NEUTRAL] I can. Mhm. Yes, I can. Yes, I can. OK. So.
[CUSTOMER][NEUTRAL] Yeah, I, I probably would need several if if if he gonna have to have a chemo or the radiation if I got the right every time we do that, I'm gonna need several forms, huh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, you do. So I'm gonna go ahead and send uh several um well, I'm gonna send um at least 3 copies, OK? And you can probably make copies of those copies, OK? And I'm gonna send you the certificate information so you know what to send. And then the claim form in the first page is gonna have an instruction page. That instruction page is just gonna tell you what to send in every time you're trying to claim one of those benefits, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate you.
[AGENT][NEUTRAL] You're welcome. Oh, OK. Well, you're gonna receive that information since it's going by mail. It usually takes about 5 to 7 business days depending on the mail, um, and how fast they go in your area. And so once you receive it again, if you have any questions about the benefits, you can call us back and we can go over it together, um, or you can just go ahead and submit the claims whenever you have a chance, OK?
[CUSTOMER][NEUTRAL] Well I'll probably be calling back cause it's a lot like uh I guess I need to try to get you whatever kind of papers you're asking for about the hospital papers. Nobody never told me nothing about that, but I don't know how I go back and get them papers, but I mean, like I say, I know he done been to the doctor 123456, like 1314 times this report. I know cause he had to go for blood work, blood work, blood work. He had to go for uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A PET scan. He had to go for another kind of scan. He had to go for some of the esophasis because they thought he had cancer in the esophasis, so they kept giving, uh, they say anything he went to the doctor for anything containing that cancer and he had to go for his esophasis cause it was, uh, I mean, it's just a lot man. So it's so many things he didn't been to. I don't, I don't know what to feel out, what don't to feel like it's a lot. It's too much for me. It's a lot.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. OK. Yeah. I know the office visits are not gonna be covered. I don't see any benefit for an office visit, so those you don't have to worry about. Um, the
[CUSTOMER][NEUTRAL] So a lot like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The CT scan or any diagnostic testing, you probably will wanna send those in. Any uh diagnostic testing, you go ahead and send that one in. Um.
[CUSTOMER][NEUTRAL] Yeah, he had a PET scan. He had a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He had, he had the PET scan and, you know, to see like where the cancer, you know, like what, what I mean, but see, I didn't know I was supposed to send all that stuff. I mean, we have been the.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I, I just, if I, if I had a list, if somebody could tell me like, like he had a PET scan, if y'all need that, if somebody could tell me specifically what to send y'all, I, I go to the doctor on the [PII] and next week on Tuesday, I got to take him back to to the radiology doctor. I mean the uh not radiology, the, the, the chemo doctor, the, the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Cancer treatment.
[CUSTOMER][NEUTRAL] Whatever the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I got to take him to that on the [PII], so that's the place that did all the tests. I can get the paperwork y'all need if I know what to get. So if you said I need a copy of the PET scan, well I can get that if I need a copy of, I don't know what else I need a copy of, but I can get the PET scan cause he had the PET scan there if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, go ahead when you go in there and if you want to write this down, go ahead and write it down. When you go there, OK. Yes, sure. Yeah, let me know when you're ready. It's OK. Mhm.
[CUSTOMER][NEUTRAL] Wait, let me get a pencil and paper. Hold on. Hold on, let me get a pencil and paper.
[CUSTOMER][NEUTRAL] OK, ma'am. I'm back.
[AGENT][NEUTRAL] OK. OK. So when you go in um to see the doctor, you're gonna ask for itemized bill.
[CUSTOMER][NEUTRAL] Wait a minute, can you spell Amas?
[AGENT][NEUTRAL] Yes, itemize, let me get the spelling just a sec.
[AGENT][NEUTRAL] I hear. Mm.
[AGENT][NEUTRAL] Let me pull up claim form.
[CUSTOMER][POSITIVE] Take your time. You're helping me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. So you're gonna get an itemized medical bill. So that's I.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] M
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Z
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] D
[CUSTOMER][NEUTRAL] OK, I T E M I V E D or Z E D?
[AGENT][NEUTRAL] Z as in Zebra, ED.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] OK, that's an itemized what kind of bill.
[AGENT][NEUTRAL] Medical bill, itemized medical bill.
[CUSTOMER][NEUTRAL] E D I C A L B I L A. OK.
[CUSTOMER][NEUTRAL] What's number 2?
[AGENT][NEUTRAL] OK, uh, let's see.
[AGENT][NEUTRAL] OK, for any, and you can just write this down. For any surgeries, you need an operative report.
[CUSTOMER][NEUTRAL] OK, I want, he only had one surgery, so I, OK, let me write that one.
[AGENT][NEUTRAL] OK, so, so that one we already got. OK. Mhm.
[CUSTOMER][NEUTRAL] OK, wait a minute. I spell optimal.
[AGENT][NEUTRAL] Operative, yes, OK. It's 0.
[CUSTOMER][NEUTRAL] Or whatever that word is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] PE
[AGENT][NEUTRAL] R A
[AGENT][NEUTRAL] T I V E.
[CUSTOMER][NEUTRAL] OK, I report R E R E P O R T. Any op report. OK, that's 2, OK, and uh 3.
[AGENT][NEUTRAL] OK. And, and that's for, and you can write down beside it, that's for any surgery. So for any surgeries, you get that an operative report.
[CUSTOMER][NEUTRAL] OK. Oh, OK, what's number 3?
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] The number 3 is if he has chemo.
[AGENT][NEUTRAL] Or radiation therapy or immunotherapy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that will be an explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK, so what did you say about the uh about the the uh the CAT scan and the uh and the CT scan and the EP I mean and the uh PET scan?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. For that one, you can go back to the beginning, to the first one I uh spelled out itemized medical bill. Besides the itemized medical bill, you can put a dash and just put um diagnostic testing like CT scan, MRI or anything like that besides that one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] CT scan.
[AGENT][NEUTRAL] MRI's or PET scans. Mhm.
[CUSTOMER][NEUTRAL] PETs screening.
[CUSTOMER][NEUTRAL] You know, uh, any kind of scans.
[AGENT][NEUTRAL] Yes, any diagnostic testing. That's what it's called, diagnostic testing.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Any kind.
[CUSTOMER][NEGATIVE] Oh scams.
[CUSTOMER][NEUTRAL] OK. Uh, and you say it's called uh diagnostic, uh, what you say it was called?
[AGENT][NEUTRAL] Diagnostic testing.
[CUSTOMER][NEUTRAL] That, that must have tested it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I wrote all this down on a piece of paper, so I make sure I get for that on the [PII] when we go over there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And whenever you get the, um, whenever you get the
[AGENT][NEUTRAL] The claim form that I'm gonna send to you on the first page, you're gonna see that as well, OK? You're gonna have all that information on that first page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much.
[AGENT][NEUTRAL] OK. You're welcome. Is there anything else I may help you with today? Any other questions that you have, Miss [PII]?
[CUSTOMER][POSITIVE] That should be all, thank you.
[AGENT][POSITIVE] You're welcome and you have a good day. And just call us back on, on Thursday to check on that fax to see if we got it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.