AccountId: 011433970860
ContactId: 05579132-5685-464e-b03c-82ad3114b607
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2169969 ms
Total Talk Time (AGENT): 658087 ms
Total Talk Time (CUSTOMER): 1274808 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/05579132-5685-464e-b03c-82ad3114b607_20250102T19:23_UTC.wav
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[AGENT][NEUTRAL] [PII] gracias apeleia.
[CUSTOMER][NEUTRAL] See, when I started singer, uh, my numbers [PII] I mummedo [PII].
[AGENT][POSITIVE] Gracious and.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See I gottore and say Cinco.
[AGENT][NEUTRAL] Elare.
[CUSTOMER][NEUTRAL] This is a kioskin a pasco dry in [PII].
[AGENT][POSITIVE] Gracias it regards to email enumerated the telephony.
[CUSTOMER][NEUTRAL] Claromi telephonescase dosiochoogenincuenta in no sado mee travajo que emer Ramos aroba IL Texas.org.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see yes, but it's look at the name.
[CUSTOMER][NEUTRAL] Oo me personal.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, and what are your data there.
[CUSTOMER][NEUTRAL] [PII] is the your metini papeles claim Napolia the cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, he is the
[CUSTOMER][NEUTRAL] Maybe only the queso semanaian is the nopio the status demi claim.
[CUSTOMER][NEUTRAL] And to says este recivina oja er resvina oja in in micasa orta to in mi casa pero uh the seque beanetchos the unos commoreta tamiento so the algoia queno it um.
[CUSTOMER][NEUTRAL] Uh, um.
[CUSTOMER][NEUTRAL] Can pro so pero er
[CUSTOMER][NEUTRAL] Mm, [PII] osa porque de ques to the conuste de gente que for the eliodo del [PII] altrinta you know the aussto per [PII] altrinta you know a goto del venti cuatro cuatro.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To them muchomiento sentences noses no que tapasando.
[AGENT][NEUTRAL] OK. Your father that I can go so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, switch it on a moment though.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK. Los Cargos, um.
[AGENT][NEUTRAL] The name was La Fetcha de Diest Augusto dos Miridos.
[AGENT][NEUTRAL] El Baino de junio do milk baitres.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Baintiti defibrero dosmil Bainty trace.
[AGENT][NEUTRAL] Essos cargos u uon antecalapolia activa does no beneficials pagar OK.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Chi, mhm.
[AGENT][NEUTRAL] A premier there the September.
[AGENT][NEUTRAL] It's still check though.
[AGENT][NEUTRAL] See conniipolisa, see t cancer antecalapolia tava activa.
[AGENT][NEUTRAL] No podemos, no podemos pagar beneficial.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] For the annual solo de dosimesses ante escalapolia activa.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And those for
[AGENT][NEUTRAL] It it is this a um a preexisting condition of say an espanol peron it's still up in the end espanol, OK, and those forel uno they.
[CUSTOMER][NEUTRAL] Mhm, same, same, same.
[AGENT][NEUTRAL] Septembre
[AGENT][NEGATIVE] I del res no podemo paga beneficials.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Super and peel [PII] goes to del [PII] or [PII] that uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see your Joaia conesa conditions to salino mascosas in any.
[CUSTOMER][NEUTRAL] Pero er porque lobo cambia lacula uh otrapolis a chopraqueosel aos colara or ultimoquetagente yeah you see me paga on albunos de misotamientos and presso a pyles mande todo tobe tobe muchotatamientosapainas.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It got to that.
[CUSTOMER][NEUTRAL] Uh, so, uh, ya condition preistente.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] no stament.
[AGENT][NEUTRAL] Sepodeo.
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Uh, instead of English.
[CUSTOMER][NEUTRAL] Sing I'll go si stiendo pero megusa masal personas and espanol paranoque induda.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, see u sado momento yo pero ectar con un representante and recramosque is esplica mejor pero yovoya kirami and laenia iineitta traducialgo, OK.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK, Mr. Gracias.
[AGENT][NEUTRAL] Seenoti is not I'll go uh pregonta, OK.
[CUSTOMER][POSITIVE] Hello gracias.
[AGENT][NEUTRAL] OK, OK, Moditourav.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Epo [PII]. How can I help you?
[AGENT][POSITIVE] Hello, my friend [PII] was a cute little chihuahua.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's a pain in the butt [PII].
[AGENT][POSITIVE] But he's so cute.
[CUSTOMER][NEUTRAL] Yeah, he is cute, but
[AGENT][NEUTRAL] Doodly la.
[AGENT][POSITIVE] I was so happy to see that. Um, I have policy number 237.
[CUSTOMER][NEUTRAL] Hold on what which one I wanna open.
[CUSTOMER][NEUTRAL] OK, 231 7.
[AGENT][NEUTRAL] No, just 237. Hm.
[CUSTOMER][NEUTRAL] 0, 237.
[AGENT][NEUTRAL] 3837
[AGENT][NEUTRAL] [PII]. She's calling regarding her claim denial. We've gone over everything, but she has a a lot more questions. I did tell her that it was preexisting so that year before the effective date, it would not have been.
[AGENT][NEUTRAL] Pa.
[CUSTOMER][NEUTRAL] So you speak any cause you call from like the Spanish cue that's why I was asking.
[AGENT][NEUTRAL] Well, I'm gonna stay on the line. She does speak some English, but I'm gonna stay on the line in case she doesn't understand something.
[CUSTOMER][NEUTRAL] OK, what's the callback number?
[AGENT][NEUTRAL] Callback number is [PII].
[CUSTOMER][POSITIVE] OK, you can come for the summer.
[AGENT][POSITIVE] OK, thank you, ma'am. Have a good one. Happy New Year. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Gracias tenemos [PII] and [PII] a [PII] de salvos no loy in the pore ok.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK, gracious.
[AGENT][NEUTRAL] In [PII]. Well, OK, [PII], thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII], um, the rep said she had a question about a claim denial.
[CUSTOMER][NEUTRAL] Mhm, mhm. OK, yes, I was talking uh to the lady, I forget her name, sorry, um, uh, she just explained me that my cancer policy it was delayed, um, because that preexisting condition. So, um, the period that I was insurance with you APN it was [PII] to.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. So, I know that my diagnosis was on the [PII].
[CUSTOMER][NEUTRAL] And I start the treatment and
[CUSTOMER][NEUTRAL] I'm still, I just finished on [PII].
[CUSTOMER][NEUTRAL] Mm 2 of this year with my last chemo.
[CUSTOMER][NEGATIVE] And I'm not going to continue because there is nothing to do with me, that's what the doctor say, so.
[CUSTOMER][NEUTRAL] That, well, I'm just trying, you know, I'm not working right now because my condition, side effects. I am disabilities right now. And I was just trying to, to see it's something I can get because I'm not working I don't know. So, uh.
[CUSTOMER][NEUTRAL] My question is, why you don't pay anything, uh, the other insurance that
[CUSTOMER][NEUTRAL] It's now with the school top. They pay me some, just not too much because I start with [PII].
[CUSTOMER][NEGATIVE] And, and I just stopped working.
[CUSTOMER][NEGATIVE] And I finished with the treatment because there's nothing to do. But I was expecting that you APL paid something. So, I don't, I didn't know about this.
[CUSTOMER][NEUTRAL] Preexisting conditions. So,
[CUSTOMER][NEUTRAL] I really I would like you to explain to me, I have the opportunity to get something I pay. I know it's a lot of money that that my insurance has to pay and me too. I have, I have a debt of.
[CUSTOMER][POSITIVE] That I don't know what is gonna happen, so that's why I'm just trying to see if I can recover something and please just let me know that I have the chance to get any.
[CUSTOMER][NEUTRAL] Or what can I do? Because
[CUSTOMER][NEUTRAL] I mean, nobody told me about this when I get this policy that
[CUSTOMER][NEGATIVE] It was, uh, not able to get any payment.
[CUSTOMER][NEUTRAL] Payment for all these treatments, so.
[CUSTOMER][NEUTRAL] OK, so let me just look at your claim that was submitted and then I'll look at your policy, but I can say as far as the pre-existing condition, um, if you're diagnosed, uh, before the policy starts, then we, um,
[CUSTOMER][NEUTRAL] Then that's the way it goes. So there's, there's a
[CUSTOMER][NEUTRAL] It's only for treatments that are done during the time frame that is active. So, um, that's how that portion works, but as far as, let me see what else is on here. Give me one second.
[CUSTOMER][NEUTRAL] Yeah, because when I get these policies, I mean, nobody told me that.
[CUSTOMER][NEUTRAL] You know what, you have a condition, existing condition and
[CUSTOMER][NEUTRAL] There is no reason that you have been paying, you know, this deduction from my check and
[CUSTOMER][NEUTRAL] So, now that I think my situation is.
[CUSTOMER][NEGATIVE] Really bad and I know I can work.
[CUSTOMER][NEUTRAL] I am trying to see if I can get something and it's really weird because the other insurance, the current insurance for this new school there, they pay me some.
[CUSTOMER][NEUTRAL] Yeah, I mean that's um more likely because you already had the policy, but like I said, um, what you submitted to us, these data services were before your policy became active. So any time anything is submitted to us and the policy was not active, we can't pay anything.
[CUSTOMER][NEUTRAL] So, but I wonder why this policy pay me some. It's, it's new and it start in September.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Let's see. Yeah, so that's what I'm saying. I mean, and that's what any policy get whether it be cancer or for medical policy. If you have services before the effective date, like we can't pay for previous services. If you have like services during the time from the the policy is active, then we can pay, but anything before that, it's not payable.
[CUSTOMER][NEUTRAL] No, because they pay me just right now, this, this month, and, and the treatment was in August.
[CUSTOMER][NEUTRAL] Yeah, so I mean it's probably that coming like as far as our policies we can't pay for anything that was done prior to a policy being active or even if the policy was term and you had services after it's the same thing, so any dates of services would have to be doing the time frame that the policy is active.
[CUSTOMER][NEUTRAL] Well, you know what, I, I didn't know that I have even, even the policy.
[CUSTOMER][NEUTRAL] When I called benefits uh for my school and to explain exactly what I, what I have and say you have cancer, poly, critical illnesses.
[CUSTOMER][NEUTRAL] And I said you can do claims. I didn't know nothing about it, so I'm, and I just try so you would have signed up for this policy through your employer, um, because like I say it was active since of [PII], so um.
[CUSTOMER][NEUTRAL] So that's when you signed up um through them because they do that's how they were able to sign up for the um the withdrawal from your for your premium.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can you explain the preexisting, [PII]? That might help because I do see a data service of 9123.
[CUSTOMER][NEUTRAL] Mhm, and I just
[CUSTOMER][NEUTRAL] So her, on her policy is not really pre-existing because I'm thinking on this because normally when preexisting, we request for medical records.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And so in this case, they don't, I don't see that they did, but that's because her dates of services are prior to her effective date. So her date of service effective was [PII] and the dates of services of before that date. The only date that's after that, it's the [PII], but on that one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy had lapsed. Wait, yes, hold on a second, let me go back to the phone.
[AGENT][NEUTRAL] Yeah, 19 and 124, but I was looking at the 9123 data service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see what that one is. Hold on one second.
[CUSTOMER][NEUTRAL] So that denial is for preexisting. So, so it's, it's both. So basically, the policy was not active, but they said that the policy was active um on the date she was diagnosed, which was the [PII]. The pre-existing, it's 12 months prior to the fact that, so it would have been, um, hold on a second.
[CUSTOMER][NEUTRAL] 913 so yeah it would have been 12 months prior so it still would have fallen up under that that preexisting time frame which is on the policy at the beginning, um 12 months prior.
[CUSTOMER][NEUTRAL] So since she was, so since she was diagnosed [PII], that means she would have been having treatment during that 12 month time frame prior to the policy being active, so it falls upon the preexisting.
[CUSTOMER][NEUTRAL] What is the, the date that I start with you guys, the policy? [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Yeah, and because, you know, during that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Let me see, I have something right here. Yes, I have been writing, I start a new chemo treatment on the [PII].
[CUSTOMER][NEUTRAL] That will be covered for you, you know, it was a 6 treatments.
[CUSTOMER][NEUTRAL] But it was, I've uh started on [PII].
[CUSTOMER][NEUTRAL] So I was just looking at this paper and said, wow, that's what I was covered for you, APL and
[CUSTOMER][NEUTRAL] And then the, the school chain to Cho, another company, but they pay me.
[CUSTOMER][NEUTRAL] Um, and like I said, every, every company operates differently and like I said, as far as us, we don't, we wouldn't pay because like I said, it's pre-existing. So, um, so like I said, you would have to contact them to find out what their, what their policy is, but like I said, ours is that we don't pay for anything that's prior to an effective date or even after an effective date.
[CUSTOMER][NEUTRAL] I mean, let me understand this because I have everything a pre preexisting condition.
[CUSTOMER][NEGATIVE] Because it was the nasty before I start.
[CUSTOMER][NEGATIVE] There is no any chance, any possibility I have been paying all year for this policy for nothing.
[CUSTOMER][NEUTRAL] Yeah, so normally when people get the policy is because they determined that they, I mean they're just getting it for they're saying that I mean they might get canceled during the time frame that they have the policy, um, so that's normally but um like I said as far as in your case there's nothing that I mean we can do. I mean the policy is already term.
[CUSTOMER][NEUTRAL] Um, because it was termed back in September of last year, so it was only after for a year. So, um, like I said, I mean, there's nothing that we can pay out, um, since the policy wasn't active and it's no longer active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, um, can I talk to the lady in Spanish? She's right there.
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Yeah, oh, see, it's the toes [PII] I go queuea said unpeacion que pueda said, OK, yano travajoo in inyami that told [PII] said or that i cannoma.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Esperando queloqueos quierra peroqueronecito alte cueranal era peacional cargo.
[AGENT][NEUTRAL] Mhm. And she's asking if she can appeal the claim decision or is there anything that she can do? I mean, uh, see at the end is, um.
[AGENT][NEUTRAL] It said on, on appeal.
[CUSTOMER][NEUTRAL] I mean, she, she cane. I mean, whatever she wants, but it's just, I mean, it's, it's gonna be the same outcome, but I mean, if she feels more comfortable doing that, I mean she can, um.
[AGENT][NEGATIVE] She just hasn't been working and she's got a lot of bills and she just needs assistance if there's anything.
[CUSTOMER][NEUTRAL] She can just
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] But a queue um procesadoreo.
[AGENT][NEUTRAL] It was processed correctly?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because what I'm saying that everything was processed correct and like I said her policy turned back in September, so even if she's trying to get something as far as right now for not being at work, it wouldn't matter because the policy is no longer active. It's been termed since, you know, for about was that 5 months, 4 months.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, but I mean, she feels more comfortable going and send and telling me that, that's fine, and we can't tell anybody that they can't until the decision. But basically, basically it's because the preexisting condition, it's not because I'm not with you guys anymore, because we have another company in the school, but it's not that the reason it's because that preexisting condition, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Do you understand, [PII], the benefits weren't paid because of the preexisting clause on the policy. It's not because she's not with us. It's just because of the guidelines of the policy with the preexisting condition that states that there's a 12 month um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Waiting period for benefits payable through the preexisting clause, is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, and um at the I mean on the policy it gives like a uh a definition as well, um of what that preexisting is.
[CUSTOMER][NEUTRAL] Um, OK, hold on one second.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I'm gonna send it to you. Um, I don't know if you wanna give it to her and maybe she can explain it a lot better. Give me one second.
[CUSTOMER][POSITIVE] Let me see this other one as well. There's one more that might help as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] This is called a preexisting condition exclusion period.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's a waiting period if you are diagnosed with cancer before the effective date on the policy.
[AGENT][NEUTRAL] There is a 12 month waiting period for any treatment, um, or any medical services for that cancer diagnosis.
[AGENT][NEUTRAL] You have to wait 12 months from the date that you were diagnosed.
[AGENT][NEUTRAL] For there to be any benefits payable. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah, so just say like her policy was active as of [PII], so to say if she was diagnosed.
[CUSTOMER][NEUTRAL] [PII] then would be covered because that's not prior to.
[CUSTOMER][NEUTRAL] So like I said in her case is two things I mean even if the policy didn't have a preexisting.
[CUSTOMER][NEUTRAL] Um, condition exclusion period. She still wouldn't have been covered because she was diagnosed before the effective date.
[CUSTOMER][NEUTRAL] And is respicada.
[CUSTOMER][NEUTRAL] Like on this [PII] exist there.
[AGENT][NEUTRAL] Yeah, so everything is, it's not paid because of the date of her diagnosis.
[CUSTOMER][NEUTRAL] Uh-huh. See, no peso perino, no crocoda cernadatara.
[CUSTOMER][NEUTRAL] Could be a apela on a polia yeah on a cloud so I can.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No complaining. mhm bueno mucha gracias thank you [PII] and
[AGENT][NEUTRAL] Not sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, that it's good [PII] which is [PII] supposed to or to a you that is the one with nimo the process.
[AGENT][NEUTRAL] Hm, I'll send the mojo, but.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] See which is about.
[AGENT][NEUTRAL] Those of us send me
[CUSTOMER][NEUTRAL] To the I
[AGENT][NEUTRAL] Both of us certainly.
[CUSTOMER][NEUTRAL] With
[AGENT][POSITIVE] Theo is bueno is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see is the just saying think much of fado to me and I said to like with.
[AGENT][NEUTRAL] It is, it is.
[AGENT][NEUTRAL] There's if he feels.
[CUSTOMER][NEUTRAL] Uh hi, the patio.
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] But that is the mucho gracias [PII] gracias thank you [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And some less it.
[CUSTOMER][NEUTRAL] less gracias.
[AGENT][POSITIVE] Thank you, gracias. bye.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so, uh,
[AGENT][NEUTRAL] Now I got confused trying to explain it, and I know this.
[AGENT][NEUTRAL] So she was diagnosed on [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Her policy is active on [PII], which is a year later.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] The first whole year of her policy, she is not going to have any cancer benefits.
[CUSTOMER][NEUTRAL] Correct. But after, I mean, after that year, she was in terms, which was 9124, so.
[AGENT][NEUTRAL] Because she was diagnosed prior to.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I was thinking it's cause it went after I got to explain it, I'm thinking, well, from [PII].
[AGENT][NEUTRAL] 22 [PII] 9.
[AGENT][NEUTRAL] 1023 would have been the 12 month waiting period, but her policy wasn't active, it's after the policy is active.
[CUSTOMER][NEUTRAL] Yes, so the, the 12 months would be um.
[AGENT][NEUTRAL] 9124 left.
[CUSTOMER][NEUTRAL] 9122 through 83123. That's the.
[CUSTOMER][NEUTRAL] 12 months.
[AGENT][NEUTRAL] But then when she had that, that's why I was asking about that data service on 9123.
[CUSTOMER][NEUTRAL] So that's why that later date they put um 9123 to 8 because it's pre-existing because
[AGENT][NEUTRAL] The [PII].
[AGENT][NEGATIVE] That kind of stinks. I mean, for her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, especially you know she didn't know that she had it, but I mean you have to know that you have a policy. I mean take money out of your check. I mean, that's, I mean me, but I know some people.
[CUSTOMER][NEUTRAL] Um, how members they don't, um.
[AGENT][NEGATIVE] They don't.
[AGENT][NEUTRAL] They, they aren't aware.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And sometimes I do the same thing. I just kinda go through life and just, you know, oh, I know I've got a dental policy. Do I go to the dentist? What does it cover? I don't know.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So yeah, I know, and sometimes there's so many policies that people get, they don't know what they have.
[AGENT][NEUTRAL] And especially if that's not sending a card or a policy certificate, you know.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's like some of ours. I wish we had a, we could get a copy of our life policy, you know.
[AGENT][NEUTRAL] And I wish that.
[CUSTOMER][NEUTRAL] I, you know what, I don't know. Hold on, I'm trying to.
[CUSTOMER][NEUTRAL] Cause I know there's some benefits y'all get and some benefits that we don't, we don't get. I mean, I guess cause y'all in [PII], uh.
[AGENT][NEUTRAL] Oh, got you. Well, you know, you can choose to get the life policy and all that kind of thing.
[CUSTOMER][NEUTRAL] I mean, I have one, but
[CUSTOMER][NEUTRAL] I'm guessing the same, but I don't, I just take out the minimum, um, whatever they give you. OK.
[AGENT][NEUTRAL] Me too. Whatever's free. Whatever they don't. I'm like, I need.
[CUSTOMER][POSITIVE] Yeah, that's the one I do. I mean the free one.
[AGENT][NEUTRAL] Yeah, me too, but do you even know where it is?
[CUSTOMER][NEUTRAL] Because the, the medical, I mean, it's already too expensive, so I'll try to get the the be.
[AGENT][POSITIVE] Me too, girl. I do too. I think they have it's free. I like, I'll take that one.
[AGENT][NEUTRAL] But do you even know who the life policy is through?
[CUSTOMER][NEUTRAL] So do you use the um what do you call it? Do you use that um oh my God, that, uh, what do you call it?
[CUSTOMER][NEUTRAL] The doctor that we have the, what do you call that thing? um.
[AGENT][NEUTRAL] See, we're, no, that's only in [PII]. The care clinic, the thingy that you have.
[CUSTOMER][NEUTRAL] Yeah, so, but I was wondering if they had like, I mean, since we're, if like when [PII], I mean.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] But we don't have that here.
[CUSTOMER][NEUTRAL] Cause I, I mean, I know I've called like to maybe get a prescription.
[CUSTOMER][NEUTRAL] I mean, that I know I needed because of some symptoms before, but I wonder if we can like call them like, like for the wellness, they can just send us to a lab to get tests and then they get the results.
[AGENT][NEUTRAL] I think they're supposed to.
[CUSTOMER][NEUTRAL] OK, well I'm
[AGENT][NEUTRAL] But I don't know, but you're not in [PII]. What am I thinking? You're not there either.
[CUSTOMER][NEUTRAL] No, I'm nowhere close to that. I mean, well, I'm probably close to the [PII] might be the same distance. I don't know.
[AGENT][NEUTRAL] I know that.
[AGENT][NEUTRAL] Might be, I don't know.
[CUSTOMER][NEUTRAL] I've never been to neither one, so.
[AGENT][NEGATIVE] But do you even know who our life policy is through? I don't.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] I mean, you know, that's kind of important stuff to have on hand. I wish they would send us the policy and give us the information or something.
[CUSTOMER][NEUTRAL] I guess I mean I have to ask it because I mean this is one of those we could do our benefits and
[CUSTOMER][NEUTRAL] Just going with it.
[AGENT][NEGATIVE] And we have what we have. We don't, well, this is like this poor lady, she didn't know she had a cancer policy, you know.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I mean, I'm the same way, but I, I, when they say that, I'm like, I get it. I mean, I know what I have. I just don't know what it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But they should, I mean, you know, think about it though, if something happened like my daughter lives here in this house with me cause she's paying off her school student loans forever. But anyway.
[CUSTOMER][NEUTRAL] Yeah, that's me too.
[AGENT][NEUTRAL] But um if something happened to me where I I don't have anything in a folder other than to call American Fidelity.
[CUSTOMER][NEUTRAL] Yeah, yeah, um.
[AGENT][NEGATIVE] You know, that's bad.
[CUSTOMER][NEUTRAL] Yes, it is. That, that would be a good question to ask. I mean, even though I just have one child, so I mean.
[AGENT][NEUTRAL] I mean, we should be able to get that.
[AGENT][NEUTRAL] Me, well, I have 2, but I have the one that lives with me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, um,
[AGENT][NEGATIVE] And then my son, he's, that's a boy, he ain't gonna do.
[CUSTOMER][NEUTRAL] And I think I have a boy.
[AGENT][NEUTRAL] Oh, do you?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] But does she live with you?
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][POSITIVE] Uh, yeah, bless you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's not a bad kid, but I mean, he just, I mean, he's on his own, um.
[AGENT][NEUTRAL] Boys are just boys. They just take care of their own business.
[CUSTOMER][NEUTRAL] Yeah, I mean he gets whatever he most part from from me, but, but yeah, I mean one thing I want is that that other thing that we get um what do you call it? uh that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's not severance, but it's something else that we get when we cause we started it before a certain time frame on top of something, I don't know.
[AGENT][POSITIVE] The bonus thingy?
[CUSTOMER][NEUTRAL] Not the bone, it's some I can't think what you call it, um.
[CUSTOMER][NEUTRAL] I, I know it's a bonus thing, but it's called something else.
[AGENT][NEUTRAL] On this thingy.
[CUSTOMER][NEUTRAL] Cause I know when I, when you, when we get the 401K, 401K, it says something else on top of that, but I can't think what the name of that thing is.
[AGENT][NEUTRAL] Oh, yeah, yeah, yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Not retirement.
[CUSTOMER][NEUTRAL] Uh, let me see if I can.
[AGENT][NEUTRAL] Oh my gosh, we're fixing to lose.
[AGENT][NEUTRAL] Multi-pro, aren't we?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] It's got all my stuff. That's the only place I know where to find stuff.
[CUSTOMER][NEUTRAL] Yeah, me too. Oh.
[CUSTOMER][NEUTRAL] But I, I saw just looking around work that you can, it's in there, but I'm just
[CUSTOMER][NEUTRAL] I ain't used to work day yet only because it's not.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] Every time I go on I have to log in, that's only prior.
[AGENT][NEUTRAL] Me too. A health savings account, no.
[CUSTOMER][NEUTRAL] Let me go and see if I can find it on retirement.
[AGENT][NEUTRAL] Deferred deferred compensation?
[CUSTOMER][NEUTRAL] Pension, that's what you call it.
[AGENT][NEUTRAL] Pension, pension, yeah.
[CUSTOMER][NEUTRAL] Cause some of, some, cause I remember saying something if you started before something, you get something and who well I know I'm following the category if you started before this date and you get something, but anybody that started after they don't get this extra something.
[AGENT][POSITIVE] Oh, yeah. Because if I, if it's before that date, because I started before you, so I must be eligible to. Yay.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yay, whatever it is.
[CUSTOMER][NEUTRAL] Cause I think that before date my, hold on. Yeah, so it says the pension plans of the college who start date was prior to [PII].
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] And so,
[CUSTOMER][NEUTRAL] Yeah, so it's like we don't even see like, I mean, how do you even see what's in there? I mean, like how do you know what?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How much you get or how do you know if when you can get that? I mean so I mean.
[AGENT][NEUTRAL] I'm with you. I have no clue about anything.
[CUSTOMER][NEUTRAL] I mean I know it's your 401k, but I'm, I would think that's like something other than.
[AGENT][NEGATIVE] I wish they had, they have all these meetings and stuff about brokers and things like that. I wish they'd have something about.
[CUSTOMER][NEUTRAL] Your
[AGENT][NEUTRAL] All the benefits and where they're located and what company you know because disabilities with a different company.
[AGENT][NEGATIVE] Another reason I know that is because, well, I have the cheap one, so I'll never.
[AGENT][NEUTRAL] Fly for disability.
[CUSTOMER][POSITIVE] You know, I had the cheap one at first so I wasn't paying nothing, but like every, every I do, I was like uh.
[CUSTOMER][NEGATIVE] Let me switch it to this 14 day one and pay because it's one of those if I'm out for 3 months, I'll be stuck like Chuck cause I ain't getting no check.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah, I thought about that too and then I said, well.
[AGENT][NEGATIVE] [PII], you just gonna have to provide cause I can't have all this taken out of my check. I won't be able to pay nothing.
[CUSTOMER][NEUTRAL] Yeah, I mean that's how I've been feeling, but I was like when I did it for this year, I was like, oh my God, let me just go ahead cause I mean, I mean I ain't no sickly person but still I mean, um, yeah.
[AGENT][NEUTRAL] You never know. And the older you get, you just never know. I mean, I'm not saying you're getting old. That's me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I'm gonna be half of uh what you call it this year, was it half a century, what do you call it? Cause this is my number [PII].
[AGENT][NEUTRAL] You, you just
[AGENT][NEUTRAL] You're just gonna be fit. You're young and.
[AGENT][NEUTRAL] Girl, I'll be [PII] this July.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh my gosh. I didn't know your birth July too. I'm July at the end of July.
[AGENT][NEUTRAL] Um, the [PII]
[CUSTOMER][NEUTRAL] Oh, on the [PII].
[AGENT][POSITIVE] I'm at the beginning, that's, that's all right. We got, we got July covered from the start to the end, don't we?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm looking here it says.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Early retirement age, but I didn't even say nothing else.
[CUSTOMER][NEUTRAL] So you, you about ready to retire then.
[AGENT][POSITIVE] I would love to.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] How does a person retire and pay bills?
[CUSTOMER][NEUTRAL] It's, I know. Mine would be my house no cause I'm just starting over, so, so yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I just hope the Lord allows me to.
[CUSTOMER][POSITIVE] Continue working.
[AGENT][NEGATIVE] I don't really wanna.
[AGENT][NEUTRAL] I just gonna be honest like, can we
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It would be hard for me to just sit at home and do nothing. Just like now, I mean, I do a little side stuff when I get off of work.
[AGENT][NEGATIVE] Well, I wasn't doing nothing.
[AGENT][POSITIVE] I would just, I would like to have time to go volunteer for things I really want to volunteer for.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what I'm one day.
[AGENT][POSITIVE] Well, after I found that millionaire, I'm gonna marry you.
[AGENT][NEUTRAL] I don't need, I don't wanna marry him though. I just want a sugar daddy that would just for.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I already done that with that marrying thing, you know.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Anyway, I'm sorry. OK, I reckon we better get back to work.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Cause I'm feeling the same way.
[AGENT][NEGATIVE] You know, it just kinda gets to that point where you're like, mm mm I don't wanna deal with that no more.
[CUSTOMER][POSITIVE] Yeah, they be trying to say that's mine when it, when ain't had to do with it and you work hard for us to be.
[AGENT][NEUTRAL] Exactly. [PII].
[CUSTOMER][POSITIVE] All righty. I guess we can get back to work.
[AGENT][POSITIVE] Alrighty girl, it's good. Yeah, it was good to talk to you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] And you take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] But