AccountId: 011433970860
ContactId: 20b759ea-20ee-46ef-b94d-5166c624b9ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1827609 ms
Total Talk Time (AGENT): 628070 ms
Total Talk Time (CUSTOMER): 425116 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/20b759ea-20ee-46ef-b94d-5166c624b9ec_20250422T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I filed some claims and I was just checking on them.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] [PII], last name [PII].
[AGENT][NEUTRAL] Oh, [PII], do you have your.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] I don't, oh my goodness.
[CUSTOMER][NEUTRAL] Look it up on my Social Security.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I give you that [PII].
[AGENT][NEUTRAL] OK, what's a good phone number for alien in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And which policy is it that you're checking on for claim status?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it your medical?
[CUSTOMER][NEUTRAL] The cancer
[AGENT][NEUTRAL] Or cancer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Both of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I send stuff in on both of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Perle, verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] mailing address [PII].
[AGENT][NEUTRAL] City, state, and zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your work email? It looks like we may have your work email address.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I S [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I'm now looking under your cancer policy. This claim was processed on the [PII], so yesterday.
[AGENT][NEUTRAL] And it says that it was.
[AGENT][NEUTRAL] Look under policy 237-533-3.
[AGENT][NEUTRAL] See what policy that is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For these, this for your, is it for your mammograms?
[CUSTOMER][NEUTRAL] Yeah. And I think I had something else too. I don't even remember what all I sent in.
[AGENT][NEUTRAL] OK, so I see a date of service of [PII]. There was a mammogram we paid $50 for that one.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's another one for [PII].
[AGENT][NEUTRAL] And we had already paid out that benefit, so nothing was paid on that one.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And I'm gonna move to your HI policy. They processed another charge, but it was a medical charge, so I'm gonna look at the.
[AGENT][NEUTRAL] Hospital indemnity plan for that one. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the one under your hospital indemnity, the most recent one was processed on the [PII]. Have you sent one in since that time?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I sent some other stuff in, but I don't know if it was hospital.
[CUSTOMER][NEUTRAL] What did they pay [PII]?
[AGENT][NEUTRAL] Um, let's see, I don't believe that anything was paid. Let me look at it.
[AGENT][NEUTRAL] It says
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You did submit several dates for year [PII].
[AGENT][NEUTRAL] And on the explanation of benefits that was mailed out to you, it says the policy does not provide a benefit for hospice services, so was it for hospice services?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] I wasn't ever in hospice.
[AGENT][NEUTRAL] OK, give me one second, let me look at that again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there's several codes.
[AGENT][NEUTRAL] Let me go back and look at the one that I just gave you.
[AGENT][NEGATIVE] Till that was my error I entered. I was missing a digit.
[AGENT][NEUTRAL] It says uh surgery due to a sickness is not covered by the policy. If you have additional information that indicates the surgery is due to an accident, please submit that information for further review.
[AGENT][NEUTRAL] And under your plan.
[CUSTOMER][NEUTRAL] OK. What surgery they come at? Can you?
[AGENT][NEUTRAL] Mhm I can give you the data service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, so that this, this is as a result of an accident under this policy.
[AGENT][NEUTRAL] And that is for.
[CUSTOMER][NEUTRAL] April
[AGENT][NEUTRAL] Date of service.
[AGENT][NEUTRAL] It's actually [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Uh, Beaumont surgical affiliates.
[CUSTOMER][NEUTRAL] OK. Yeah. OK.
[AGENT][NEUTRAL] OK, and then, uh, right, and then the other remark code that I see here is.
[CUSTOMER][NEGATIVE] Yeah, so they don't pay for that.
[AGENT][NEUTRAL] It's gonna be for charges for or from.
[AGENT][NEUTRAL] Uh, these are 124 [PII].
[AGENT][NEUTRAL] There's one in, did you have physical therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is for physical therapy, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Like additional information is being requested it says.
[AGENT][NEUTRAL] Uh, receipt of your claim is acknowledged. However, in order to provide further consideration of this claim, the policy we will need supporting documentation, so we'll need an itemized bill with the diagnosis codes for each of those service dates.
[CUSTOMER][NEUTRAL] For what dates now?
[AGENT][NEUTRAL] So I'm showing.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm showing
[AGENT][NEUTRAL] I'm gonna start with [PII]. There's a [PII].
[AGENT][NEUTRAL] Uh, [PII], [PII], and [PII].
[AGENT][NEUTRAL] So we'll need an itemized.
[CUSTOMER][NEUTRAL] Uh, all these physical therapist.
[AGENT][NEUTRAL] No, it's physical therapy. Uh-huh.
[CUSTOMER][NEUTRAL] OK, physical therapy [PII].
[AGENT][NEUTRAL] Did you have physical therapy on those days?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there's a 2
[CUSTOMER][NEUTRAL] In what year?
[AGENT][NEUTRAL] That's your [PII].
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] [PII] and then [PII], the date of that one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you have any other questions?
[CUSTOMER][NEUTRAL] Is physical therapy too?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Is it physical therapy too? OK, and you gave me.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Did you give me something [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, nothing [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK. I thought you said [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So they need an itemized bill for these therapy.
[AGENT][NEUTRAL] Mhm, so you call the location where you had your PT or your physical therapy and request an itemized bill. Um, I can give you the form name to request if you wanna write it down.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, I am.
[AGENT][NEUTRAL] Um, it's an acronym, C as in Charlie, M as in Mary, S as in Sam.
[CUSTOMER][NEUTRAL] C as in Charlie. L.
[AGENT][NEUTRAL] And number one
[AGENT][NEUTRAL] CMS Charlie, Mary, Sam.
[CUSTOMER][NEUTRAL] OK, say that again.
[AGENT][NEUTRAL] And then the number 1500 1500, so it's CMS 15004.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's an itemized bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] C M S
[CUSTOMER][NEUTRAL] 1500 and this is a farm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's called an that's your that's the itemized bill so we'll need an itemized bill for each of the dates of service that you wrote down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's, it's the CMS 15. It's easier for you to tell them that. Mhm.
[CUSTOMER][NEUTRAL] OK. [PII], [PII].
[CUSTOMER][NEUTRAL] Oh, OK. [PII], [PII].
[AGENT][NEUTRAL] Mm, mm.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Um, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's what I got.
[AGENT][NEUTRAL] Oh, OK. All [PII]. I thought I heard a December date in there.
[CUSTOMER][NEUTRAL] And our physical therapy, OK, so they need an itemized bill.
[AGENT][NEUTRAL] It's all for physical therapy.
[CUSTOMER][NEUTRAL] OK, they need.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Farm CMS.
[AGENT][NEUTRAL] So request an itemized bill for each of those dates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Each day.
[AGENT][NEUTRAL] So when you call the physical therapy facility, let them know that you need an itemized bill, the CMS 1500 form for dates of service, and then give them the dates of service.
[CUSTOMER][NEUTRAL] And far
[CUSTOMER][NEUTRAL] OK, got you. OK, now, is that all?
[CUSTOMER][NEUTRAL] That they have for me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, now the $50 where did the 50, is that coming in a check or did it go in my account?
[AGENT][NEUTRAL] Uh, are you set up on direct deposit?
[AGENT][NEUTRAL] Looks like you're set up on direct deposit. Yeah, let me, let me go back and look at the other policy.
[CUSTOMER][NEUTRAL] Yeah, I have a direct deposit.
[AGENT][NEUTRAL] I showed that the $50 did direct deposit so it was released this morning and so depending on your banking institution, it usually takes about 3 to 4 business days could be before that time, but that's the standard depend but if it's, you know, some people get it the next day depending on their bank.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, thank you. OK, now is there anything else that um.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Anything else that I was paid for?
[AGENT][NEUTRAL] Mm mm. No, ma'am.
[CUSTOMER][NEUTRAL] OK, so the only thing I need is the itemized bills for these.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Physical therapy days.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. OK. Now, do y'all pay for colonoscopy?
[AGENT][NEUTRAL] So under your policy that would be, is it like your screen like a screening?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEGATIVE] Not covered under your policy.
[CUSTOMER][NEUTRAL] Not covered. What about MRI? OK.
[AGENT][NEUTRAL] Now let me look at the.
[AGENT][NEUTRAL] Yeah, let me look at the cancer policy too regarding the colonoscopy, see if that's a covered test.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, and then you said what was the other service or treatment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said a colonoscopy and MRI OK.
[CUSTOMER][NEUTRAL] MRI.
[CUSTOMER][NEUTRAL] An MRI.
[AGENT][NEUTRAL] So I do not see a benefit for the MRI under your hospital indemnity policy.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Still looking.
[AGENT][NEUTRAL] All right, here is the list. So, a colonoscopy can be considered under the cancer policy.
[AGENT][NEUTRAL] For a $50 benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I sent in, I sent in my copy of the cancer. I send it in my uh colonoscopy.
[AGENT][NEUTRAL] You said you did?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Where did you have it done?
[CUSTOMER][NEUTRAL] Uh, Houston Methodist, and I think it was in October.
[AGENT][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Or was it July?
[AGENT][NEUTRAL] OK, so we paid one, was it, what year was it?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Oh is it [PII] or [PII]?
[AGENT][NEUTRAL] OK, I'm not showing one for [PII].
[AGENT][NEUTRAL] Um, we paid a mammogram in year [PII].
[AGENT][NEUTRAL] And in [PII].
[AGENT][NEGATIVE] Uh, we did receive a claim with your last submission, but we denied it because we had already paid.
[AGENT][NEUTRAL] Uh, a test in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See what it is.
[AGENT][NEUTRAL] Bear with me here.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not seeing another test for [PII].
[AGENT][NEUTRAL] Were you looking
[CUSTOMER][POSITIVE] OK. I sure appreciate you and thank you.
[AGENT][POSITIVE] Oh, you're welcome, ma'am and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You still, you still looking?
[AGENT][NEUTRAL] Were you talking to me or someone else?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm here. Were you talking to me or someone else?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm talking to you, but are you still looking?
[AGENT][POSITIVE] Well, I was still looking, but then you said, OK, have a nice day.
[AGENT][NEUTRAL] So I wasn't sure. I don't, I don't see.
[CUSTOMER][NEUTRAL] No, no, uh no, I was talking to someone else.
[AGENT][NEUTRAL] OK. All right. I don't see a benefit, a wellness benefit, um, or a screening benefit paid from [PII]. So I was just double checking myself is why it took a minute. Thanks for holding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the colonoscopy was for 24 or 23?
[CUSTOMER][NEUTRAL] I think it was 24.
[AGENT][NEUTRAL] Because we've already paid a benefit for 24.
[CUSTOMER][NEUTRAL] What about for 25?
[AGENT][NEUTRAL] I don't show anything for 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I think I send that in. I'm gonna double check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Any other questions?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had called in about 3 months ago.
[CUSTOMER][NEUTRAL] And I talked to, I think she said her name was [PII] or [PII].
[CUSTOMER][NEUTRAL] But they were checking for me on benefits.
[CUSTOMER][NEGATIVE] That I hadn't received.
[AGENT][NEUTRAL] For what?
[CUSTOMER][NEUTRAL] And she told me she was gonna get back with me. And I sent in a whole lot of paperwork.
[AGENT][NEUTRAL] When was that?
[CUSTOMER][NEUTRAL] But I have not heard anything.
[AGENT][NEUTRAL] When was that?
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And under which policy?
[CUSTOMER][NEUTRAL] I think it was back in
[CUSTOMER][NEUTRAL] It was on the it was, it was January, I believe.
[CUSTOMER][NEUTRAL] And it was under the cancer policy and the hospitalization. That's the only two I have with you all right?
[AGENT][NEUTRAL] Yeah, I don't see anything under your HI policy. um, I don't see any notes in the name that you provided that person doesn't work here. That's not an employee here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was her name? And she told me she would get back with me. She's gonna check through everything. So, by me telling you, you could still check too, right?
[AGENT][NEUTRAL] What am I checking?
[CUSTOMER][NEGATIVE] To see was it any any benefits that was due to me that I didn't get paid for.
[AGENT][MIXED] OK, but you would have had to have submitted something and not received a payment.
[CUSTOMER][NEUTRAL] And she had me to
[AGENT][NEUTRAL] So did you
[CUSTOMER][NEUTRAL] I that's what I did. I submitted a whole lot of.
[CUSTOMER][NEUTRAL] So she told me to submit them and I did and she told me she had gotten them and she would be checking on them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It might have been February.
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's when I send them in.
[AGENT][NEUTRAL] No, don't show anything received February under your HI policy.
[AGENT][NEUTRAL] Check your cancer policy.
[AGENT][NEUTRAL] And I don't show anything received in February under the cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] I think that's it. So, uh,
[CUSTOMER][NEUTRAL] I got to check on the car.
[CUSTOMER][NEUTRAL] Collonoscopy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Get itemized bills for the physical therapy.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, you don't see anything else.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEGATIVE] And ma'am, let me ask you this, I have canceled with you all and hospitality, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is mid gap? Mid gap.
[AGENT][NEUTRAL] Uh, Metlink is a gap policy, a supplemental gap. Do you have a major medical coverage?
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] Like Blue Cross or Aetna?
[CUSTOMER][NEUTRAL] I think so, but I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I do. Uh-huh.
[AGENT][NEUTRAL] And it's and it has to be offered through your employer.
[CUSTOMER][NEUTRAL] So what does that mean?
[CUSTOMER][NEUTRAL] Right. Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you would have to have major medical coverage through your employer, uh, in order to qualify to get the Metin gap policy and they have to offer it to their employees.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Because it's a group plan.
[CUSTOMER][NEUTRAL] OK, so what, what is the net length?
[CUSTOMER][NEUTRAL] Policy.
[AGENT][NEUTRAL] It's a, it's a supplemental gap policy so it uh can assist with helping you pay your deductibles, co-insurance, or co-pay amounts of coverage charges, and there's several different types of Metin policies. So that would be a question for your employer.
[CUSTOMER][NEUTRAL] OK, are funds paid to you?
[AGENT][NEUTRAL] Yeah, because
[AGENT][NEUTRAL] What do you mean? You mean the benefit payment?
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, I mean, if you submit the claim to us yourself, the reimbursement can go to you, uh, if you've discussed that with your provider.
[AGENT][NEUTRAL] Otherwise, if they send the claims to us, then the reimbursement will go to your healthcare providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, can you see if I have, oh, you can't see that. I have to have medical coverage.
[AGENT][NEGATIVE] You do not have that policy. Yeah, you don't have that policy. You just have the two that you just stated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, how do I get that policy?
[AGENT][NEUTRAL] It's through it you you're employed, right? Is it through a group or you're no longer employed?
[CUSTOMER][NEUTRAL] Yeah, I'm employed.
[AGENT][NEUTRAL] With whom?
[AGENT][NEUTRAL] Because these policies that you have with us are no longer active.
[CUSTOMER][NEUTRAL] With Blue Cross Blue Shield.
[AGENT][NEUTRAL] So your employer would have to, or who do you work for?
[CUSTOMER][NEUTRAL] BISD. What do you mean no longer? Oh, I know, no longer, no, no longer active because we switched over, but our last year which I was too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did, did you switch?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, it switched over 25, didn't it?
[AGENT][NEUTRAL] Yeah, I'm showing that your.
[CUSTOMER][NEUTRAL] I mean [PII].
[AGENT][NEUTRAL] Yeah, your cancer policy ended [PII].
[AGENT][NEUTRAL] As well as your hospital indemnity policy.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So if your group.
[CUSTOMER][NEUTRAL] Like, cause they went to a new company.
[AGENT][NEUTRAL] OK, then you would have to verify with your employer if the new company offers a gap policy because we never had we no longer have this group.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much ma'am I appreciate it, and I'm gonna get, get this other stuff to you all.
[AGENT][NEUTRAL] Oh, you're welcome, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, to what I put attention to because I probably faxed it.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][POSITIVE] Oh yeah, that's how I always do it. OK, alrighty.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, let me tell [PII] back.
[AGENT][NEUTRAL] [PII] I show that you're you're still connected.
[CUSTOMER][NEUTRAL] OK, I'm trying to hang it up. Sorry.
[AGENT][NEUTRAL] OK. That's OK.