AccountId: 011433970860
ContactId: 204af982-373d-4620-ae08-1b6e693c46e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1902270 ms
Total Talk Time (AGENT): 464041 ms
Total Talk Time (CUSTOMER): 1392594 ms
Interruptions: 10
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/204af982-373d-4620-ae08-1b6e693c46e6_20250110T20:00_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, [PII]. Back in June on [PII], I had hip surgery, um, and I sent in forms.
[CUSTOMER][NEGATIVE] Uh, because I was supposed to get money back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, with along with the list I sent two different lists.
[CUSTOMER][NEUTRAL] Of, um, you know, with what was itemized what I thought was itemized list I didn't know what was and what wasn't, so I sent both copies in.
[CUSTOMER][NEGATIVE] And I've never received any money back.
[AGENT][POSITIVE] Well, let's take a look at that and I would be happy to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] I think this might be it. 02447931.
[AGENT][NEUTRAL] And what is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. Ms. [PII], do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] A mailing address is [PII]. Um, my email is [PII] and my phone number is [PII]. You're asking a lot from an old lady.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Hey, it's a lot. I, I know that is a, but you know, we want to protect your personal health information, so gotta make sure it's you. And then we also need to make sure that we have the correct mailing address and all that information. And you said this was back in June?
[CUSTOMER][POSITIVE] It's like, wow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII], um.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I had the surgery.
[AGENT][NEUTRAL] Do you know where you mailed that to? Because I don't have any information on file for you.
[CUSTOMER][NEUTRAL] Um, I don't remember where I mailed it to. Let me see if I have it on any of this paperwork, um.
[AGENT][NEUTRAL] Cause I see you have your hospital indemnity policy and a cancer policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wanna check the cancer policy just to make sure that claim didn't get on that, no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't have anything on file.
[CUSTOMER][NEUTRAL] Yeah, well, thank [PII] I didn't have cancer again.
[CUSTOMER][NEUTRAL] Uh, I had that back in [PII]. I was supposed to die from it, and here I am still driving everybody crazy. Yeah, right?
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Look at you.
[AGENT][POSITIVE] And that, I love that.
[AGENT][POSITIVE] I think that's awesome.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I don't see an address here anywhere where I sent it to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do have things with.
[CUSTOMER][NEUTRAL] Yeah, I, I, I have a, uh, yeah, just different uh things with the itemized bill.
[CUSTOMER][NEUTRAL] I, I, you know, I don't know if it's the right ones even. So I sent both of them in.
[CUSTOMER][NEUTRAL] You know, because it was saying like um.
[CUSTOMER][NEUTRAL] Ms uh uh pharmacy.
[CUSTOMER][NEUTRAL] 837-870 but that looks like money.
[CUSTOMER][NEUTRAL] You know, because the next one is IB solutions 9592. I don't, I don't think those were the.
[CUSTOMER][NEUTRAL] But then I have another one with itemized that has uh.
[CUSTOMER][NEUTRAL] Numbers in it like um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Pro propofol or something like that. J00J2704. So that sounds like it was the itemized num you know, the item numbers that I needed.
[AGENT][NEUTRAL] Well, let me ask you, were you hospitalized?
[CUSTOMER][NEUTRAL] So I sent them both in because I didn't know.
[AGENT][NEUTRAL] Overnight?
[CUSTOMER][NEUTRAL] Yes, for 3 days.
[CUSTOMER][NEUTRAL] Uh, 3 days I was in the hospital. I had my hip replaced. And then I went over to Clear Sky, which is a rehabilitation hospital for 2 weeks.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's just checking.
[AGENT][NEUTRAL] So what we need because we don't have it on file and you can either mail it, fax it, or if you have an online account on our portal and I can check for you, see if you do, you can just submit it online or upload it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I wouldn't be able to do unless I, until I go back to work cause I just had another surgery, but I wasn't in the hospital for one day.
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I had, I've lost 160 pounds and um.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Yeah, they had to fix my chest because it kept making me fall. It was, I was with a triple D, now I'm a C.
[AGENT][NEUTRAL] Well, let me ask you, did you, did you lose that 160 pounds on your own?
[CUSTOMER][NEUTRAL] Well, I, 100 pounds I did on my own.
[CUSTOMER][NEUTRAL] And the other 60, um, I had a hiatal hernia that if I ate something or and drank a little water, and if I happen to fall asleep because I work on the school buses, um, so I'm home. I, I eat breakfast at 2:30 in the morning and then at 9:30, would be my lunch in the, in the morning. And sometimes I'd lean back, I'd set my
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEGATIVE] Uh, phone, of course, alarm to wake me up in case um if I fell asleep, it aspirated and closed my lungs altogether where I couldn't breathe at all. Oh, it was, it was the scariest thing. And, and, yeah, and it took, it felt like forever to try and get it open and it would start, you'd hear all of a sudden and then I knew it was opening but it was still hard.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEGATIVE] Sounds misery. Oh, it does sound scary.
[CUSTOMER][NEUTRAL] But my husband was alive still at that point and um
[CUSTOMER][NEUTRAL] So somebody was there just in case.
[CUSTOMER][NEUTRAL] But when he passed, I said to my friend [PII] on the bus, I said,
[CUSTOMER][NEUTRAL] Yeah, I gotta get this hiatal hernia fixed cause if I can't get it open and start breathing, I'll throw myself over a chair to do the Heimlich maneuver on myself. I'll probably break a rib, shove it, the ribs will shove through my heart and then I won't have to suffocate. I'll just drop dead, you know.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I figur[PII] it would be safer to go in, so, um, yeah, my doctor sent me to a doctor that would do the hiatal hernia, and he said, well, while we're in there, you said you're stuck at, at um
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Uh, 2, 2:31, um, for quite a while. Would you like me to do the sleeve? And I said, well, what is that? I had no idea what that was. And then he explained they take part of the stomach away and
[CUSTOMER][NEUTRAL] I said, OK, and then I lost the rest of it that way.
[AGENT][POSITIVE] Well, just losing any weight is a job. So congratulations on that.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you, yeah, but yeah, the 1st 100 I lost on my own. Well, I, what I did is, the first thing was I had read this um nutritionist who said, um,
[CUSTOMER][NEUTRAL] By using the artificial sweeteners and diet sodas, it causes you to crave more sugars and starches. So I thought, oh, OK, I use a lot of sweet and low and drink diet soda. So I stopped the soda cause I don't like regular soda anyway, so I went to like a flavored water and um
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I stopped the sweet and low and I went to Truvia, but uh it wasn't very sweet compared to the um nutri uh the I mean the sweet and low, so it took me a little while to get used to it, but, you know, now that's all I use, but um
[CUSTOMER][NEUTRAL] My husband said, are you on a diet? I said, not yet, babe. I was still in a wheelchair too at the same time. And because I was in a wheelchair for quite a long time and um
[CUSTOMER][POSITIVE] They, uh, he got, helped me get up on the scale and I had lost 30 pounds. So then I went to Nutrisystem for a while. I lost, um, another 40 pounds. And then the rest time, you know, down to 231, I, I, um, got to 100 pounds off on my own.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Again, and uh yeah, and then the, the sleeves did the rest. Yeah, so it, it wasn't that easy, but it got there.
[AGENT][POSITIVE] That's awesome.
[AGENT][NEUTRAL] Well, you are just a fighter, aren't you?
[CUSTOMER][POSITIVE] Oh, yeah, I really am.
[CUSTOMER][NEGATIVE] And this, and this chest was making me fall.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because, um,
[CUSTOMER][NEUTRAL] Um, now they say I have to have my stomach done, so will I get paid for that this year?
[CUSTOMER][NEUTRAL] Because I won't get that done until June.
[AGENT][NEUTRAL] Yeah, so,
[CUSTOMER][NEGATIVE] But I don't know if I'll be in the hospital. I have to be in the hospital, don't I? I don't know if they'll send me home cause, cause the chest, they sent me home the same day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It has to be over 24 hours for the hospitalization benefits to be paid. But now that one for from June, we need to get that document and what we need is an itemized bill from the hospital showing your room charges and all the charges listed for the services, and you can call the hospital and just request an itemized bill. They will also need the diagnosis code.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Diagnosis co diet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, this code.
[CUSTOMER][NEUTRAL] Maybe I don't, I don't remember sending that in.
[CUSTOMER][NEUTRAL] I remember sending, well, well, that was, that was the list I had, I guess that was a.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] We need to make sure that you've got the correct address to send it in as well.
[CUSTOMER][NEUTRAL] Yeah, let me take that down.
[AGENT][NEUTRAL] You just tell me when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Our address is, of course, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And yeah, now that can be faxed into our claims department also and I can provide a fax number if you have access to a fax.
[CUSTOMER][NEUTRAL] Well, I'm going back to work uh on Monday.
[CUSTOMER][NEUTRAL] Um, I could fax it from there, I think.
[AGENT][NEUTRAL] OK. Well, let me give you that.
[CUSTOMER][NEUTRAL] If I have all.
[AGENT][NEUTRAL] Yeah, let me give you that fax number and then that way at least you have it if you prefer to fax it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Now when I mail this in, do I put to anybody's attention?
[AGENT][NEUTRAL] It comes straight to our claims department.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] And then there's something else I want you to be aware of. Your cancer policy has a pre preventive um or wellness benefit.
[AGENT][NEUTRAL] And it is payable one time per calendar year.
[AGENT][NEUTRAL] And I don't see any wellness claims on file. We pay $50 to get a cancer screening test.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't know about that. So I had to have gotten a cancer screening test.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, like a, um, Pap smear or
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Well, that I wouldn't have to get because I don't have any.
[AGENT][NEUTRAL] Yeah, my mom
[AGENT][NEUTRAL] Right there with you, or a mammogram or.
[CUSTOMER][NEUTRAL] course
[CUSTOMER][NEUTRAL] I did have a mammogram.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] If you have internet access, there is a wellness claim form.
[AGENT][NEUTRAL] Or if you would like I can email you a copy of that form as well.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And that's all we need. It's just that.
[CUSTOMER][NEUTRAL] Uh, yeah, maybe you better do with that, yeah.
[AGENT][NEUTRAL] Yeah, let me do that.
[CUSTOMER][NEUTRAL] Wellness claim
[AGENT][NEUTRAL] And that's all we need.
[CUSTOMER][NEUTRAL] And then I just have to get a copy of the mammogram.
[AGENT][NEUTRAL] You don't even have to do that. We just need that wellness cancer claim form completed. It will ask you for where the, the screening was performed.
[CUSTOMER][NEUTRAL] Thing
[AGENT][NEUTRAL] And but all you have to do is send in that completed form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. Yeah, I, I think I had it at such as Memorial Hospital. Pretty sure that's usually where I go.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Yeah, we'll just need the date and that information. Now, your policy was active on [PII], so you can file for [PII] and [PII], and of course in [PII] when you have that done.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] So that's a little bit of money.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, well, fine boy could I use it.
[AGENT][NEUTRAL] I could get your nails done or something.
[CUSTOMER][NEUTRAL] Oh, I don't have nails to get done. I wouldn't need to spend it on that. I, um, my husband passed away and um when we got married, he had been divorced a number of years before I met him and he never thought he'd get married again. So he was, he took his full monthly allotments for both his retirement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and, um, it, and we married 3 years after he was retired. So if you take full monthly allotments for a year, you can't add anybody on.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So when he passed,
[CUSTOMER][NEGATIVE] All his money stopped.
[CUSTOMER][NEGATIVE] And I lost over $6000 a month.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] So, yeah, and my house payments are too high. I'm trying to get everything in order so I can sell the house and I had to go back to work. That's why I started working on school buses, which my friend thinks I did it to commit suicide because
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] I bet those kids love you.
[CUSTOMER][NEUTRAL] So I, I just.
[CUSTOMER][POSITIVE] Uh, I love them. They know it and even if I yell at them, they know I still love them, you know.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEGATIVE] But they are bad. Oh my goodness, are they bad, huh? But uh.
[AGENT][NEUTRAL] Yeah, not like they used to be, are they?
[CUSTOMER][NEUTRAL] Oh no, when I first got back on buses, and I heard the mounts on these kids, even the littlest ones.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought, I didn't even know those things till I was a teenager. It was, I was, I just sat there with my mouth open. I was in shock.
[AGENT][NEGATIVE] Heartbreaking. Yeah.
[CUSTOMER][NEGATIVE] Oh, it really is. It really is. You don't know how many times I come home and cry, seeing what some of the kids go through, what problems they're having, how they live, you know, things like that. I just cry. Sometimes it's, it's sad.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It really is.
[CUSTOMER][MIXED] You know, they're, they're bad, but you, you realize the way they're being brought up nowadays and the things they're learning and online and things like that that they shouldn't know.
[AGENT][NEUTRAL] Exactly, they should just be kids.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, unfortunately, they're not. And even the little kids, um, my girlfriend broke up with me, you know, and she, she's a 3rd grader and they were lesbians, she said.
[AGENT][NEUTRAL] I mean at 3rd grade?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, they, I thought, how did they even know what that is? And, and she said, and she, so she was crying and I'm talking to her and talking to her. The next day she comes in and she's all smiles, and I said, oh, how's everything going? Are you doing better? She said, well, the girl, my girlfriend left me for broke up with her. I said, oh, she did, huh? But I don't want her back either. She said.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] But I was like, yeah, yeah. I said, oh, so why did they break up? Just because the girl she went to didn't know whether she wanted to be a boy or a girl.
[CUSTOMER][NEUTRAL] And I'm like, oh my God.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And some that I don't know about the school here, but some of the schools, I know for a fact, are allowing children before puberty to start getting shots to change them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's so frightening. They don't know what they want until they're in their. They have no idea this. I heard this one girl on the radio say that she got changed to a boy because she always wanted to be a boy. She always hung out with the boys and played boys sports.
[AGENT][NEGATIVE] They don't.
[CUSTOMER][NEUTRAL] And then when she got into her teens, she realized, no, I want to be a girl, but she was already changed.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] She said it ruined my life, so now she has some kind of counseling ministry of some kind, her and her husband, but I don't know if he's changed or whatever, you know, I don't know what they are. You know, they never spoke about him, but um they have a ministry, so they can talk to the children and the parents.
[CUSTOMER][NEUTRAL] Don't let your children change so early.
[AGENT][NEUTRAL] I'll tell you what, it's crazy.
[CUSTOMER][NEUTRAL] They don't know what they really want yet.
[CUSTOMER][NEGATIVE] Yeah, it's frightening.
[AGENT][NEGATIVE] I can't, I can't believe the power that kids have now. That's what's frightening.
[CUSTOMER][NEGATIVE] Oh my goodness. Yeah, yeah. And I know one little girl said she was gonna blame her mother for something, you know, and her mother would get in trouble because she was angry at her mother, and I said, you can't do that. If that's not true, you can't do that.
[CUSTOMER][NEGATIVE] You hurt me and she could go to jail for something like that. She could, I said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You know, they don't understand some of this stuff. I'm gonna tell on her and she'll get in trouble, you know, when, even though she didn't do it. uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Crazy.
[CUSTOMER][NEUTRAL] So it's frightening what they have, you're right.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Aye.
[AGENT][NEUTRAL] Well, I, I sent you that claim form to your email so you'll have that so if you can just complete that and whenever you submit the other information and I also put your cancer policy number on that email for your claim form because it'll ask you for that policy number.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, great. OK, that's good, yeah.
[CUSTOMER][NEUTRAL] So, yeah, I had it in '83. I was supposed to die from it, but I had a healing. Well, I did have a 9.5 hour surgery on my stomach, but it had already traveled. It hit my pituitary gland. And they, uh, I'm pretty sure he said it was almost to the brain, and, but I had been a badly abused child. I'm laughing, it's not funny, but
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] If I think I can't swallow, I go into a panic and at that time, they broke your jaw and went through the roof of your mouth to get to the, the tumor, which probably would not have let me live anyway because it had already started traveling and um
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] They sewed your mouth shut, you know, they wired it shut, and I just turned to the Lord. I took out my Bible. I'm standing here, underlining it with my finger, looking up to heaven, saying, Lord, your word says right here you all that I can handle like he doesn't know what it says. So you and I know, I took that 9.5 hour surgery, but this one I cannot handle, so I'm giving it to you and then hand laid on you, you know, go to healing services.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I, I must have gone to at least probably more 25 pastors, priests, ministers that had a healing service. My mother and sister would always sit in the pews and wait, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they try to push me down and I'm thinking this isn't from God. I'm not going down, and they get annoyed and go on to the next person. And then all of a sudden we went to this little church, a little old man, his hands were like 2 ft away from me, and a warm breeze hit me and down, let me tell you, I did not ever want to get up. It was so peaceful.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And I got up.
[AGENT][POSITIVE] That's beautiful.
[CUSTOMER][NEUTRAL] Yeah, and I, I was having a little bit of trouble seeing, so I went back to the, to the seat that was all red and shaking and
[CUSTOMER][NEUTRAL] Um, my mother and sister said if it wasn't you, we would have never believed it, you know, because they know I wouldn't go down. And um
[CUSTOMER][NEGATIVE] I said, oh my gosh, I can see. Um, what am I doing? You're holding up two fingers. What am I doing? You're sticking out your tongue. I went to the doctor. Can you imagine what he said to me? I said, I am not. It was, uh, I don't know if you know of Sloan Kettering.
[AGENT][NEUTRAL] What can you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's the big cancer hospital in [PII]. And it's, yeah, it's a really big one. And they're the ones that did my stomach and he was a loan Kettering doctor that was going to do the pituitary gland. I said, doctor, I've been healed. I'm not having the surgery.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, that's nice to have faith, and he makes this face that, you know, like, yeah, how stupid are you, you know. I said, but I can see, he says, well, sometimes this tumor moves and you get, you know, things change.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I said, I'm telling you I'm healed. He said, let me take some tests. No, I'm sorry, it's still there, it's still in the blood, blah, blah, blah. Um, I said, I'm not having the surgery. He said, let me make a deal with you. I said, what is that? He said,
[CUSTOMER][NEUTRAL] Come back in 2.5 weeks, and I'll do testing and if it's still there, you'll have the surgery. And I said, OK, cause I figured it'll be, I'll take it away by then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I go back in, he takes tests, he sends me out for more tests. And he says, come back this afternoon. And I came back and it was just him and his nurse there. It was after hours. And I hear him on the phone to Sloan King saying, yup, those are the same X-rays I have here. You're never gonna believe this one. I'm mailing them out to you now. And he came out and he said, who's this God you pray to?
[AGENT][POSITIVE] Oh, well, that's awesome to be able to have a chance to tell him.
[CUSTOMER][NEUTRAL] Yeah, it was gone.
[CUSTOMER][NEGATIVE] Yeah, it was, yeah, it was gone. And I've had other um things that people can't understand that have happened to me. I should have died or, you know, I was supposed to die a couple of times and um they think, you know, they start saying, oh boy, you are special. I'm not special. I just talk to him all the time. Like I had to get out of the wheelchair. My husband was very sick and I kept saying,
[CUSTOMER][NEGATIVE] Lord, I have to get out of this wheelchair. I can't take care of him from a wheelchair.
[CUSTOMER][NEGATIVE] And um it was like, uh, I kept saying, Lord, get me out of the wheelchair. And I think he just got sick and tired of hearing me and saying, would you shut her up and get her out of the.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know.
[AGENT][POSITIVE] Oh my gosh, that's funny.
[CUSTOMER][POSITIVE] Because I started, yeah, I started walking and I had the crutches that went around your, um, your, you know, uh, just above your wrists and things like that cause it was so much easier to walk with them. And I felt quite a lot. And the doctor said to me after he did, well, I have a very high threshold of pain, so after
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I went to him, I said, I need both knees done at once because my husband's going to have to come into rehab with me. I said he cannot stay home alone and I can't go back and forth, you know. So he did it. I said, I have that high threshold and um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] He comes in the next day after he did the surgeries on my knee and both knees and he says,
[CUSTOMER][NEGATIVE] You told me you have a high threshold to pay, boy, can I believe it now? I said, why?
[CUSTOMER][NEUTRAL] He said when we went in there, we knew you had bone spurs on the back of your knees, very big, very sharp and strong.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He said, but what we didn't know is it cut the ligaments behind your knees in half.
[CUSTOMER][NEUTRAL] You had hardly anything holding your knees together. He said, how could you stand the pain? I said, well, I started feeling the pain. That's why I came in to have my knees done.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He says, I don't know how you even got up and walked. I said it had to be God. He said it did. I said, yeah, I guess that's why I felt, I guess that's why I fell a lot, he said, do you think?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But yeah, but it's just, I talk to him like I'm talking to you all the time.
[AGENT][NEUTRAL] Well, he's, he's here.
[CUSTOMER][NEGATIVE] No, it's not, I'm not, I'm not special. He's there for everybody.
[AGENT][NEUTRAL] He's just our, our best friend, isn't he? He's a, he's our, well, he's my everything.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] He sure is.
[CUSTOMER][NEUTRAL] Yeah, amen. Mine too. And I'll tell you, I even.
[CUSTOMER][NEGATIVE] Do you have a minute though? I don't want to take up your time and get you in trouble. Uh, OK. I, I said to my husband when he was very sick, we went through all our money. I said, you know, I'm gonna ask God for money. He said, you are? I said, yeah, I mean, we're broke right now. I, and he says, um,
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] He, he says, OK. So I, I prayed and I said, Lord, I, I, I'm looking for $550,000. I said, my husband's eyes are crossed and like, you gotta be kidding. I said, I'll pay off the house, it'll pay off the car, it'll pay off all the bills that we have built up right now.
[CUSTOMER][POSITIVE] I said I'll be able to put money in the bank to save, and then I'll be able to help people that need help with the rest of it. But of course, 10% goes to you right off the bat. So I kept praying about it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Then right, you know, before he went into the hospital for the last time, um.
[CUSTOMER][NEGATIVE] I, uh, I said, Lord, I really, really need that $550,000. And immediately the thought went through my head, which I knew wasn't from me. It said, you really, really don't.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] I said, oh rats. I said, how about 250? He never answered that one.
[AGENT][POSITIVE] Oh my gosh, I love that. That is hilarious.
[CUSTOMER][NEGATIVE] Yeah, but you know, I, I don't make ends meet a lot of times and then all of a sudden out of nowhere uh some kind of check comes in from somewhere or somebody, you know, somebody helping me that.
[AGENT][POSITIVE] Mhm. God always, yeah, he, God always provides what we need when we need it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] He sure does, and he puts up with me, boy.
[AGENT][NEUTRAL] And me too
[CUSTOMER][POSITIVE] Yeah, cause my whole life I took care of everybody, uh, you know, my mother, my father, my mother and father again, and my, my husband, everybody was always sick, so I was always taking care of everybody. So when my husband passed, I said, [PII].
[CUSTOMER][NEGATIVE] I was supposed to die a few times and you saved me, I think just to make sure I took care of these people. But now I don't have anybody to take care of. Is it my time to come home? And apparently not. He's probably tired of listening to me down here. He doesn't need me up there.
[AGENT][POSITIVE] No, he says now it's time to take care of you.
[CUSTOMER][NEUTRAL] 2.5 years. Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's 2.5 years later and, and I'm still here, so apparently.
[CUSTOMER][POSITIVE] Uh, but we have a mighty good [PII], don't we?
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] An awesome guy. Yes, ma'am, we do.
[CUSTOMER][POSITIVE] Uh, yeah, praise him, huh. So, oh, I better let you go. Somebody's gonna come and say, what are you doing on the phone so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, but it has been such a pleasure to assist you, Ms. [PII], and if you need anything, uh, give us a call back and please get that hospital claim to us so we can provide those benefits for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I will. Thank you so, so much. I really appreciate it.
[AGENT][POSITIVE] My pleasure. I hope you have a.
[CUSTOMER][POSITIVE] Have a wonderful blessed New Year. Yeah.
[AGENT][NEUTRAL] Oh, thank you. I hope you do too. You know, everybody's so scared of the year and I'm just like, you know, I, I'm fine, whatever happens, I'm good, you know, so what?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You know, it's, it's gonna be, I'm, I'm blessed every day and
[CUSTOMER][POSITIVE] Praise God.
[CUSTOMER][POSITIVE] Yeah, uh, thank God.
[AGENT][NEUTRAL] Whatever happens.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I'm waiting for the rapture. I don't know if you believe in the rapture.
[AGENT][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] Some people don't
[AGENT][NEUTRAL] You know, everybody keeps saying it's soon and soon and soon and I said, well, you know, I don't know when it's gonna be and neither do you, but when, but when it's time, you know, I'm good to go.
[CUSTOMER][NEUTRAL] Uh, I'm waiting for it.
[CUSTOMER][NEUTRAL] I don't either. I'm ready.
[CUSTOMER][POSITIVE] Yeah, me too. I am ready and waiting, you know, and I, and, but it's funny too because um
[CUSTOMER][NEUTRAL] Um, well, uh, my, my email is [PII] and it's 2220, even so come Lord [PII], you know, but that is, that, uh, is, but, um.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] It's so many things that the Book of Revelation does say about when he will return, what things will be coming to pass.
[CUSTOMER][NEUTRAL] are happening now, all at the same time for the first time, you know how it says the river Euphrates will dry up. Do you know in [PII], it's starting to dry up already.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Yeah, so he's, he's said he let us know ahead of time, so we just keep watching. I may live long enough to see it. I hope I do, but either way, I'll be with him.
[AGENT][NEUTRAL] You and me too, and I'll see you there.
[CUSTOMER][POSITIVE] Yeah, and that praise God, I can't wait to meet you.
[AGENT][POSITIVE] I know. We'll have a, well, I'll, I may not have that mansion, you know, but I might have a little gold shack. So you can come sit on my porch and we can rock.
[CUSTOMER][NEUTRAL] I'll probably have to buy the way home.
[CUSTOMER][POSITIVE] I'm gonna have to buy the way home because I always took care of animals.
[AGENT][POSITIVE] I love that, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We'll see you there, if not before.
[CUSTOMER][POSITIVE] OK. Yeah, amen. Thank you so much for everything and it was such a pleasure talking to you.
[AGENT][POSITIVE] Good
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you for calling APO. You have a wonderful afternoon. Stay blessed.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.