AccountId: 011433970860
ContactId: 02cd89c6-add7-4808-a029-902c48c04acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1941760 ms
Total Talk Time (AGENT): 754092 ms
Total Talk Time (CUSTOMER): 501588 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/02cd89c6-add7-4808-a029-902c48c04acd_20250122T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, how we doing [PII] this is [PII].
[CUSTOMER][NEUTRAL] And I was calling, I guess, to do a claim.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, Mr. [PII], you're wanting to find out how to file a claim with APL?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me a second. I gotta look for it.
[CUSTOMER][NEUTRAL] On this paper.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, I was, let me see.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] If the
[AGENT][NEUTRAL] I'm so sorry, Mr. [PII], go ahead.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] I think it's on this page is 11105.
[AGENT][NEUTRAL] OK, that may be a group number, but that's not your policy number. I can try and look it up by your full social if you're the subscriber.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And what is your social, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and Mr. [PII], which policy will you be filing a claim on?
[CUSTOMER][NEUTRAL] Uh, I can't remember which one it is. I.
[CUSTOMER][NEUTRAL] I remember the guy when I uh got the insurance saying something about if I was to have a heart attack.
[CUSTOMER][NEUTRAL] Or something like that. I, I really don't know which one it could be.
[CUSTOMER][NEUTRAL] I, I guess under the critical illness benefit.
[CUSTOMER][NEUTRAL] Plan or whatever.
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] OK, Mr. [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. Also your home mailing address, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] Thank you. Also, the well, the phone number that we have on file for you is the same as the one that you provided for me. So that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. So first off, have you ever set up your profile in our online service center portal, Mr. [PII], where you can actually have access to all of your information with APO online and also you can file claims through our portal.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK, so what I'm going to do then I'm going to email you a user guide that explains how to set up your profile in the portal and it also um gives you access to all of the policy.
[AGENT][NEUTRAL] Excuse me, policies that you have with APL and the ones that do have ID cards, not all of them have ID cards associated, but the ones that do, you would have access to those as well in this portal. So the email that I'm gonna send to you, Mr. [PII] is gonna come from care team.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And I will put APL in your subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so you said that you have had
[AGENT][NEUTRAL] You, you had a heart attack, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now, and you had, did you have surgery? What type, did, did you have some type of surgery?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Uh.
[CUSTOMER][NEUTRAL] Well, actually, on the [PII], I do have to go meet with a cardiologist.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have uh blockage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they don't know if they're actually gonna have to put a stent in or not.
[AGENT][NEUTRAL] OK, alright, let's see.
[AGENT][NEUTRAL] OK, so give me just a moment to look over some of your policy information.
[AGENT][NEUTRAL] Now, have you been hos were you hospitalized when you had your accident?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Matter of fact, I was having a heart attack when I made it to the hospital.
[AGENT][POSITIVE] OK. Well, I sure hope that you're doing better.
[CUSTOMER][POSITIVE] And they kept me in there for a while.
[CUSTOMER][NEUTRAL] Oh I am.
[CUSTOMER][NEUTRAL] Got a lot of drugs to take, but I am.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Well, that's a blessing. That's a blessing. OK. Um, now,
[AGENT][NEUTRAL] So you actually, how long were you in the hospital when you, when you had this happen?
[CUSTOMER][POSITIVE] Uh, they kept me there for 3 days.
[CUSTOMER][NEUTRAL] The first night I had uh
[CUSTOMER][NEUTRAL] I guess the doctor said stroke-like symptoms.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Later on at night.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh after that, they got blood pressure and everything down and
[CUSTOMER][POSITIVE] Yeah, I mean feeling a whole lot better and uh I think right before [PII], uh,
[CUSTOMER][NEUTRAL] I got discharged and been doing the follow-ups with my doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And finally got a cardiologist appointment, like I said for Friday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I forgot to even much had any of this kind of insurances I had for so long.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause it comes out of my chick.
[AGENT][NEUTRAL] Right. OK. So you actually, OK, give me just a moment. I'm looking at a couple of things that you do have several policies with us, Mr. [PII]. So give me a moment, please.
[CUSTOMER][NEUTRAL] Well, I'm looking at a maximum critical illness benefit and then it just is one about uh
[AGENT][NEUTRAL] You also have a hospital indemnity. Uh-huh.
[CUSTOMER][NEUTRAL] So critical.
[AGENT][NEUTRAL] You do.
[CUSTOMER][NEUTRAL] Critical illness with cancer benefits. Uh, I don't have cancer.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So were you, let's see, were you in intensive care? Do you know?
[CUSTOMER][NEUTRAL] Oh, no, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you act
[CUSTOMER][NEUTRAL] Well, hold on, I think so. I, I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think they wanted me to put, to put me in uh.
[CUSTOMER][NEUTRAL] I see, I have to boys.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] And she's at work right now.
[AGENT][NEUTRAL] Sure. OK. All right. So again, um,
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] I'm going to give you our website.
[AGENT][NEUTRAL] Now I can also.
[AGENT][NEUTRAL] What I'll do is when I send you the email with the user guide.
[AGENT][NEUTRAL] For our portal. I'm going to also include a couple of claim forms.
[AGENT][NEUTRAL] Because you do have a hospital indemnity policy that you can file a claim on since you were admitted into the hospital.
[AGENT][NEUTRAL] And then there's a separate critical illness claim form.
[AGENT][NEUTRAL] Also
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would file two separate claims. Now on the each claim form, it gives you all of the instructions.
[AGENT][NEUTRAL] For what you need to submit to us for review in addition to the claim form, the top section in the well the on the first page of each of the claim forms, it has those instructions, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now, I did have one concern.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, I went to uh Saint Luke's Hospital because it was close by my job.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They did a few little things, but this, that on that day, a few hours later, they transported me to another hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Through an ambulance ride.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Cause I was I wasn't good enough to drive myself 2 miles.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] You were, were you just were you staying in the emergency room there?
[CUSTOMER][NEUTRAL] Oh, well, I went to the emergency room and they put me in a little room and everything. Um.
[CUSTOMER][NEGATIVE] Stay there for a few hours, did the EKG and things like that. And that's when they told me I was actually, actively having a heart attack. And then I guess they wouldn't, wasn't suited to be able to deal with me, so they had me transported to another hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's see.
[AGENT][NEUTRAL] OK, so on your hospital indemnity plan, I mean you do have an ambulance benefit, we will have to just receive all of the information, you know, um, for the claim to review, we can't process claims over the phone, Mr. [PII], but you do have, there is a benefit on that plan as well that you for an emergency room visit and there is that ambulance benefit.
[AGENT][NEUTRAL] So again,
[CUSTOMER][NEUTRAL] OK, but uh.
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] Uh, well, y'all aren't the only insurance that I have. I don't know which one they even was used.
[CUSTOMER][NEUTRAL] Because I pay out of pocket and I have the insurance with you guys for the.
[CUSTOMER][NEUTRAL] Truck driver insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, I guess I have to see which one they actually put it under.
[AGENT][NEUTRAL] Uh, OK, so because you do have these two policies that there are potential benefits that we can pay based on the information, you know, that you have provided me again we don't pay claims over the phone over the phone, so we would just have to receive all of the required documentation for review.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because you do have, let's see.
[AGENT][NEUTRAL] Because you also have a, there's a, a critical illness benefit on your hospital indemnity plan as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you have quite, you have quite a few areas on these policies that you have that we can review for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For benefits.
[CUSTOMER][NEUTRAL] Uh, uh, could you hold on a second so I can get my wife on the line if I possibly can, if she's not busy. Hold on one second.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes sir, I'm still here.
[CUSTOMER][NEUTRAL] Uh, and she told me to give her about 5 minutes. She's passing meds. She works at the hospital. So all of this stuff, she didn't know about it way better than me.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Oh, well, that's good. Well, that's good that you have somebody that's knowledgeable in the, you know, in the healthcare.
[AGENT][NEUTRAL] Feels.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] See, I didn't even know about all this hospital stuff or anything like that.
[AGENT][NEUTRAL] But again
[AGENT][NEUTRAL] And to setting up your profile in that portal, Mr. [PII] is going to give you access to be able to look at your policy information on everything that you have with APL.
[AGENT][NEUTRAL] Um, so you can look at the different benefits and again, until we can get, I can just tell you that, you know, your critical illness policy and your hospital indemnity policy, they both have benefits on them that we could potentially pay.
[AGENT][NEUTRAL] OK, um, so you do need to file a claim on each one. Now, are you off of work? Do they have you off of work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, uh, well, see, I'm trying to go back to work, but, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's very hard to go to work when you got to see a doctor just about every week.
[AGENT][NEUTRAL] Yes, sir. I understand.
[CUSTOMER][NEUTRAL] And I'm a truck driver.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] I, I try, but like as soon as I try to get going, uh.
[CUSTOMER][NEUTRAL] I got to come right back.
[CUSTOMER][NEUTRAL] Oh, I don't think about giving a train.
[AGENT][NEUTRAL] So he, OK. So, the doctor does not have you written off of work. I mean, you're just
[CUSTOMER][POSITIVE] Uh, no, ma'am. He asked me if I would like to be, but, uh, I told him now cause I'm behind on bills as it is already. So I'm gonna do what I can possibly do. I just gotta take it easy.
[AGENT][NEUTRAL] Lymp, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I understand. I do understand. So, just so you're aware, you know, if at some point you were to have to be off of work, you also have that short-term disability policy with APL.
[AGENT][NEUTRAL] So, you know, that is something, so you do have that as well, and that's why I was asking about that.
[CUSTOMER][NEUTRAL] Yes, ma'am. Oh, I remember that one.
[CUSTOMER][NEUTRAL] Yeah, I think the guy told me it was like 5000 a month if I had to take off work.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] But be off work.
[AGENT][NEUTRAL] Yes, sir. I don't have that. I just can see, I don't have that specific policy. And again, that is something that would have to be reviewed once to determine um what your benefits would be on that policy, and there's a separate claim form for that. So,
[CUSTOMER][NEUTRAL] Oh, no, it's, it's in my paperwork.
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] I read that paperwork. I was, I was reading through everything last night before I called and everything cause I I certainly don't know what I'm doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, well, we're gonna certainly help you in any way that we can, Mr. [PII], so.
[CUSTOMER][NEGATIVE] Yes, ma'am, my first time I haven't deal with any of this.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] And I, you know, just so you're aware on your disability policy, they have, you have an elimination period. So if, um,
[AGENT][NEUTRAL] If you end up for any reason having to be out for an extended period of time, the elimination period on that policy is 14 days. So you would have to be off of work 14 continuous days before your benefits could start if approved on that policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Come on it's been 5 minutes.
[CUSTOMER][NEUTRAL] And I go try to work this computer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not too savvy.
[CUSTOMER][NEUTRAL] Give me an 18 wheel I could tell you about anything, but give me a computer, I'm done.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I feel like that a lot too, and I work on them every day. So don't feel bad about that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'm, so the profile show me everything I have to do.
[CUSTOMER][NEUTRAL] Well, so all my policies.
[CUSTOMER][NEUTRAL] Just like I guess, let her know about the policies and uh
[CUSTOMER][NEUTRAL] I guess about that uh.
[CUSTOMER][POSITIVE] Disability thing you just talking about she'll remember all that way better than me.
[CUSTOMER][NEUTRAL] All right, let me see, let me try to give her a call back.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm still here.
[CUSTOMER][NEUTRAL] All right, let me try to give her a call back.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEGATIVE] But I tried to call the buddy. She ain't much chance.
[CUSTOMER][NEUTRAL] Are you composing the email?
[AGENT][NEUTRAL] I am
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm actually gonna go ahead and send this to you and again it's got the user guide, your hospital indemnity claim form and your critical illness claim form attached to it, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when did you say that you had your heart attack, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] of December.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] All right, now it says here something about a max maximum critical illness, and then it says something about critical illness with cancer.
[AGENT][NEUTRAL] Are you looking at your policy information or just looking at some documents that
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What the, the, the paper, the, the paperwork they sent me when I first started the insurances.
[AGENT][NEUTRAL] OK, so is it kind of more like a maybe a brochure type document?
[CUSTOMER][NEUTRAL] Yes, ma'am, like a breakdown.
[AGENT][NEUTRAL] OK, so yes, sir, refer to your specific policy information in the portal because it has everything and it's even broken down into definitions of the different terms.
[AGENT][NEUTRAL] And there's a schedule of benefits page that lists out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, the different benefits and their amounts.
[AGENT][NEUTRAL] On this plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, I mean, it'll tell you what's considered, you know, a heart attack, what, since that's what, you know, you stated you had versus, you know, other things that are heart-related, but maybe not.
[AGENT][NEUTRAL] Covered under this particular plan, so you would just have to.
[AGENT][NEUTRAL] But again, once we receive all the information, we will review it for any possible benefits payable.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] See if I can actually grab her. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no look.
[CUSTOMER][NEUTRAL] Uh is this the link the secure that public?
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, uh, I guess I'll try to get this started.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, you know, if it's, if she's not available, uh, Mr. [PII], you know, we are here until [PII] central time Monday through Friday.
[CUSTOMER][NEUTRAL] Oh hold on, hold on, there she is. Hold on one second.
[CUSTOMER][NEUTRAL] Hello? Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey baby, I got you on the phone with Miss [PII] at the insurance place. Mhm.
[CUSTOMER][NEUTRAL] Alright, now, uh, I guess you go ahead and tell him, Miss [PII].
[AGENT][NEUTRAL] OK. So, hi, Ms. [PII]. How are you today?
[CUSTOMER][POSITIVE] Pretty good.
[AGENT][NEUTRAL] Good, so Mr. [PII], it was giving me a little bit of um background information on some health issues that he's he's had recently and he does um he has a couple of different policies with APL that claims can be filed on based on what he's told me. I have emailed him a user guide for our portal which will once that profile is set up, it gives you all access to his policy information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] With all the benefits in there. I have also included.
[AGENT][NEUTRAL] Each of the two different claim forms for him.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first page of both of those claim forms, Ms. [PII] has the instructions for completing the form as well as the additional documentation that they will be required on each of the policies for us to review, um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] So was, you know, so he said that you work at a hospital, so you'd be way more familiar with that process. So that's why I told him that's a blessing that you, he has someone who can help him with all of this. But my recommendation is the easiest thing to do is to just follow those instructions.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On each of those claim forms and then once you all have all of the information together that will be needed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It can all be uploaded from a computer into the portal for our review and we will review for any potential benefits.
[AGENT][NEUTRAL] Payable on the policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] So, do you all have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Uh, no, I, I don't, um.
[CUSTOMER][POSITIVE] We're just gonna get in and uh get that set up so I'm pretty sure if we have any questions it'll probably be after he actually gets everything set up so.
[AGENT][NEUTRAL] OK. Well, I, I explained to him we are here until [PII] Monday through Friday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Central time we're on Central time so if you all have any additional questions then um.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, please give us a call back and we'll be more than happy to assist you with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] OK. Well, is there anything else that I can help you out with today? Yes, ma'am, you're certainly welcome.
[CUSTOMER][POSITIVE] OK dokey thank you so much.
[CUSTOMER][NEUTRAL] Mm, not that I can think of.
[AGENT][NEUTRAL] OK, Mr. [PII], is there anything else?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That I can answer.
[CUSTOMER][NEUTRAL] Uh, not that I know of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, as I explained to you, you know, you do have that disability policy, so if this situation does arise where you're gonna have to be off of work for an extended period of time, you know, you could call us back at that point and then we could send you that information as well.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Well, if that's all I can help you both with at the moment, thank you again for calling APL and I hope that you have a nice day and I hope you continue to recover, Mr. [PII].
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] Yes, sir. You're certainly welcome.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Alright, bye bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh