AccountId: 011433970860
ContactId: 23193f7e-fe0b-439d-ae29-2e49de871f99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1538969 ms
Total Talk Time (AGENT): 336768 ms
Total Talk Time (CUSTOMER): 1051674 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/23193f7e-fe0b-439d-ae29-2e49de871f99_20241231T14:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hello, how are you doing today?
[AGENT][POSITIVE] Good morning. How are you? I'm good.
[CUSTOMER][NEUTRAL] Well, uh, well, I'm not bad. It's [PII]. It's a little, uh, cooler for us, but I'm enjoying it. I'm sure you might be in some freezing place, so it's, I should, uh, pro probably keep my mouth shut.
[AGENT][POSITIVE] Oh boy. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Old place [PII]. Um, well, you know, I'm, my name is [PII] and I'm calling because obviously today is the last day, uh, and I was going to, uh, I had one outstanding charge from like September, uh, with uh Reyes tech radiology. They do, uh, they're a big firm down here and anyway, uh, I was just calling them.
[CUSTOMER][NEUTRAL] And to see if the chart because once again we have APL for our gap insurance and most of you guys are absolutely incredible when I talk to you, but sometimes it, it's a struggle to get things through. So as I was talking to the representative from Reyes because I'm like, look, if APL hasn't paid it, I've got the money on my, uh, I've got a few dollars left on my flexible spending account. I'll, I'll do that and then I'm just trying to, you know, I usually just pay my bills and my, my, my CFOs like [PII].
[CUSTOMER][NEUTRAL] That's why we have APO. You gotta let it do it. Well, I find a lot of my, uh, vendors down here, they, they kind of forget about it. So long story short, I'm calling because, um, of Reyes [PII]. I was talking to them and they're like, I, they just followed up with you guys like two weeks ago, uh, but then the young like, well, we have an outstanding charge that we sent to them back in May. So I'm like, you know, let me call AP&L because once again, like the young lady from Reyes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Customer service are great people.
[CUSTOMER][POSITIVE] They're hard workers and you know maybe it's just something else is is holding it up so uh I just thought I'd call you and see if we can figure out what's going on and what you can do and maybe even if you just break my heart that's fine I'm used to that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I could break apart for years, so you know, tiny, you won't be the first, probably won't be the last.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, well, let's start out by first getting your policy number.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Ma'am, so what is that, my group number?
[AGENT][NEUTRAL] It's gonna be the policy certificate number on your card, starts with a 0.
[CUSTOMER][NEUTRAL] Well, that's just it. I'm looking at my card. I've got my name, individual, group number, and then I have in hospital uh benefit certification number and outpatient, but they all start with the 1480.
[AGENT][NEUTRAL] OK, so give me the numbers before the letter and the numbers should be the same for each.
[CUSTOMER][NEUTRAL] Oh yeah, 0006, does that help?
[AGENT][NEUTRAL] What it, so it should be about 7 digits.
[CUSTOMER][NEUTRAL] Oh, OK, I'm sorry, 1480006.
[AGENT][POSITIVE] OK, thank you and what's a good phone number, Irving in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] big sexy. No, I'm just kidding. That's just for humor. It's.
[AGENT][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] You got
[CUSTOMER][POSITIVE] Great uh too by the way, uh, my, it's my number. My mobile number is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] See, I'd laugh. Isn't that better than everybody being all angry? I thought it was fun.
[AGENT][POSITIVE] Absolutely. Absolutely. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I need, and I need a date tonight, so wherever you're at, let me send the jet you can come.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Well, it depends on where you're going.
[CUSTOMER][NEUTRAL] I, I'm in [PII], so I just need you down here. I just, I told my bud I was seeing somebody new. I'm not seeing somebody new. I didn't wanna go to his party tonight, and then he kind of brow just bring her and I'm like, great, now I gotta find someone to bring and.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know, why, so tiny, I mean, do you wanna get out of the, uh, house this evening, or you probably already have plans anyway.
[AGENT][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, so [PII], what is your date of birth and your complete mailing address, please?
[CUSTOMER][NEUTRAL] Uh, [PII], so yeah, I sound pretty old for you. Uh, mailing address is [PII].
[AGENT][NEUTRAL] And then your email address on file.
[CUSTOMER][NEUTRAL] Uh, well, it's either gonna be [PII] or [PII].
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] The first one, the [PII] account is what we have.
[CUSTOMER][NEUTRAL] OK, like white wine and walks along the beach. No, I'm just kidding.
[AGENT][NEUTRAL] Oh boy, OK, so what data service are we talking about?
[CUSTOMER][NEUTRAL] Well, the one I was calling initially about was for [PII].
[CUSTOMER][NEUTRAL] I had an MRI joint upper extremity without a dye, um, and I paid X amount and then you know a little bit later they're like oh you owe us another 16548, so they just submitted to you 16548 and and I'm not always clear about what you guys should pay according to my CFO who runs this is a sharp woman love lover to death this this gap card cover up to $5000 of incidental but yeah so and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] So talking to [PII], she mentioned another one from May and I apologize. See, I was too busy being funny. I did not, not get the amount of that. There's another one that they sent to you guys in [PII] [PII] from the same company radiology.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] And they still have yet to get an answer back. The only thing [PII] from that, uh, organization told me is they had last followed up with you guys in October. So I figured, well, let me call AP&L. Once again, everybody I've ever talked to your organization, they're always sweet. They laugh, they're funny, they're not, they don't take the world too serious and obviously you've got to be somewhere in the Midwest, uh, [PII] was up in [PII], so I don't know if we just have a better sense of attitude than.
[CUSTOMER][NEUTRAL] On the eastern seaboard or other places but um.
[CUSTOMER][POSITIVE] Yeah, I've always had great people at APL that I've had to talk to, so I just told her I, I'd reach out so that that's the basis of my call [PII]. I figured I just reach out to you guys and you know.
[CUSTOMER][NEUTRAL] Sort of whiskey tango foxtrot if you know what that means.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I think I have some information for you, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hard to believe down here that it's the [PII] already just.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] Doesn't feel
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so we'll start with the [PII] date of service.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said it's from Reyes radiology?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, yeah, and it was for uh part of the MRI joint upper extremity.
[CUSTOMER][NEUTRAL] Yeah, I, uh,
[CUSTOMER][NEUTRAL] I tore
[CUSTOMER][NEUTRAL] A uh bicep muscle.
[CUSTOMER][NEUTRAL] And tendon
[CUSTOMER][NEGATIVE] In my arm, boy, it was painful and I'm a soldier, so you stupid, you know, we, I usually work through it, you know, the old rub a little dirt on it.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] A boy telling me and uh.
[CUSTOMER][NEUTRAL] So you know, after.
[CUSTOMER][NEGATIVE] You know, 6 weeks of pain.
[AGENT][NEUTRAL] And is this your left arm?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so I'm showing that a payment of $256.39.
[AGENT][NEUTRAL] Uh, was issued to [PII].
[AGENT][NEUTRAL] Um, this was processed on [PII], so just [PII].
[AGENT][NEUTRAL] And I'm
[CUSTOMER][POSITIVE] OK, wow.
[AGENT][NEUTRAL] Going to see if that check has cleared.
[CUSTOMER][NEUTRAL] You know what they
[CUSTOMER][NEUTRAL] Yeah, they, yeah they, uh, they just, they didn't follow up since [PII], so the funny thing is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think you show what that 256 39 was because I believe.
[CUSTOMER][NEUTRAL] So this was 16 I think that was the uh number that included the [PII].
[CUSTOMER][NEUTRAL] Um, because I, I didn't write it down, but she said the total was.
[CUSTOMER][NEUTRAL] Roughly that amount I thought she said roughly around 250. I didn't write it down, but um.
[AGENT][NEUTRAL] Yeah, so this is the amount for the um that was applied towards your major medical deductible and it's just specifically for September 5 data service.
[AGENT][POSITIVE] So they should should be receiving that check shortly. It was processed on the [PII] and it would have been mailed out the next business day.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then so I'll move to [PII].
[AGENT][NEUTRAL] It looks like this claim has been paid as well. Let's see.
[CUSTOMER][NEGATIVE] Oh, so you guys, I wonder if that check cleared, huh? I tell you, the postal service and my sister-in-law out in [PII] is a postal employee, but they um so freaking bad.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, you know, I'm, I'm with a large nonprofit and I, I, I spend most of our money because I handle facilities and purchasing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I got they, I, I pay more. I have to argue more late fees because the damn postal service because I pay every Thursday and I actually have a third vendor and they mail out checks Friday and would you know like some of my biggest accounts, they don't get paid in a timely manner and it's because the damn postal service and you know it's funny my sister-in-law, I'm not gonna lie, she is not the nicest person.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Um, she's an actual bitch, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The one that does that all she does her job.
[CUSTOMER][NEUTRAL] And she works her butt off, but she has they have people in her in her post office that were dumping mail and now she's in [PII], so she has some country area.
[CUSTOMER][NEUTRAL] They had people that were dumping mail because they didn't want to deliver it. I mean, once again, I.
[AGENT][NEGATIVE] Dumping it, like, throwing it away, dumping it?
[CUSTOMER][NEUTRAL] Yeah, dumping it in a ditch. So, you know, once again they.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Uh, she was dumping, you know, because the once again this is the government for you, um, if you get the work done, you get home, you get to go home early, right, blah blah blah. Well, this woman was just lazy and she was dumping in a ditch out outside of town and the only way they caught her is because, uh, out there they come through and they weed whack those ditches to make ready for the crops and stuff to water.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they found all the mail there and they could track it to her so yeah but it's just I have more issues with office what's up bud?
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'll come up and check on you.
[CUSTOMER][NEGATIVE] Yeah, it's just it's so frustrating.
[CUSTOMER][NEUTRAL] So, and I tried to get, you know, we're, we're tough with the nonprofit we don't allow, hold on a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You mean I put pants on for nothing? Well, I was like, I'm gonna go to we got, we got a half a day today, so one of our, one of our guys just got busted wearing shorts.
[CUSTOMER][NEUTRAL] Yeah sounds like cash.
[CUSTOMER][NEUTRAL] Um, yeah, so, um, yeah, we only work half a day today, so, uh, that that down, but yeah, sometimes if I'm working in storage we wear shorts, but, uh, the chief operating officer is just getting out one of one of one of our senior VPs was getting out of his truck and he's wearing shorts.
[AGENT][POSITIVE] Oh, that's great.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she's just giving him the evil eye. So anyway, yes, uh, we have put in their bank information. So I don't know where you're from, but like Comcast is a big internet provider down here and, and I'm like bitch and moan, [PII], but I'm like, give me your, your account information because I can deposit within 2 days. But no, because the postal service is always late. So I'm wondering, so do you show that check from May? Did it ever clear?
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] You said from May so for the [PII] data service um I'm showing that there were 22 claims that we received for [PII] from Reyes so the first one, let's see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And you're a rock star, by the way, [PII], thank you so much.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that.
[CUSTOMER][NEUTRAL] I wish I, I've got one, I've got 20 people that handle the phones for my organization. We get at the busiest time of the year we get about 5000 calls a week at the slowest time, about, well, slowest time like that, but we average through a 12 month period we average 3500 calls a week.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] And I've got some like you, but man, I've got some POSs and if you know what that means and you know, because we, we, you know, and I don't like to politicize things, but I keep telling people there's no room for feelings in business.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] You can't be worried hurting people's feelings because I'm losing good you [PII] because you're probably working from home so you can't see that you've got a worthless coworker working from her home making the same amount of money. Meanwhile you're doing twice the workload here they got next to each other and we just lost another good one and she just told them, you know, she wanted more money.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I'm like we don't have more money but we're paying everybody kind of the same, which is stupid to me if you can't, if you don't have the skill sets, you know, I, I always like to hire people low, prove yourself, and I'll get you up to that top pay quickly within 1 year, 1 year and a half, 2 years tops.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But no, we just lost another good girl because she wants more money because the girl to her left and the two girls to her right, they do maybe a 4% of the business she does and they're getting paid the same.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And it's so gosh darn frustrating and I'm like, listen, you know, you, you know, I, you're, you're, you're making it about politics. I'm not, I'm just telling you, pay people what they're worth.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So you're paying these people to start, I mean we're in [PII] and the cost of living has gone up, but our base pay is 38,000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then we, they pay 90% of our insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like I said, we have $6500 deductible, but they give us this APL gap card for $50,000 so I'm only out $1500. They pay 90% of my insurance. We have like 1 freaking holidays. We get all this time off. We only work a 7.5 hour day.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And I can't keep good people because you know they just.
[CUSTOMER][NEUTRAL] They don't wanna hurt people's feelings. I'm like, listen, I'm sorry, we're sensitive. So anyway, I'm assuming probably work at home, but um it is, you know, it's crazy. It's just crazy how some of us are. So anyway, I digress, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, I just, you're, you're very good. I, I, I kill for people like you. If you were local, I'd probably try to steal you if I could afford you, which doesn't always happen.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] That is a very nice compliment.
[CUSTOMER][NEUTRAL] Oh no, you're very you're very good you know it's just, you know, once again you clearly have work ethic and all that but once again I know I'm off subject. It's just I don't see it a lot down here, so it, it just, you know, makes me feel good when you actually get people on the phone and, and they do what's expected of them. So anyway, I'll shut up and let you work now.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so good news for you. So I'm showing one charge for [PII] we paid $38.01 and this was for.
[CUSTOMER][NEUTRAL] A lower back I would be I think uh X-ray of my left lower back.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It was an X-ray of your L spine. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of your back.
[AGENT][NEUTRAL] And then they set. Uh-huh.
[CUSTOMER][NEUTRAL] OK, and you, there's another one.
[AGENT][POSITIVE] Yes there is let me get that one.
[CUSTOMER][NEUTRAL] So you're doing anything big tonight or you're like me, I just go to bed at [PII] and the [PII]'s not a big deal to me.
[AGENT][NEUTRAL] Concur, yes, it is a big deal, but I mean it's like when I wake up it's like is it past [PII]?
[CUSTOMER][POSITIVE] Oh yeah, when I was, we set the alarm for like [PII], uh, my ex work for airline and I worked, you know, I was working two jobs at that time, you know, working for the airline in the morning, and then we just wake up, uh, watch the ball drop, give each other a kiss and go back to sleep, you know, because it just is work.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Exactly
[CUSTOMER][POSITIVE] I like my buddy wants me to come over. He just likes me to come over because he likes to show off. He lives in a large country club in a very expensive home, and I mean, I love him to death, good friend, one of my best friends, but, uh, you know, I don't need to be out at midnight, too many drunks down here in [PII].
[AGENT][POSITIVE] Exactly, exactly.
[AGENT][NEUTRAL] Um, the next, uh, claim for date of service [PII] we paid $44.85.
[AGENT][NEUTRAL] Um, and this was for.
[AGENT][NEUTRAL] An X-ray of your hip.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So and it did now [PII], can you do those checks clear?
[AGENT][NEUTRAL] So let me verify that. So the first one that we checked for September was still outstanding, but it was uh processed on the [PII], so I would allow more time for that because of [PII] and all of that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][POSITIVE] And that wonderful postal service, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Now do you, do you have a half day today or they make you work all day?
[AGENT][NEUTRAL] All day.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] You get off tomorrow at least?
[AGENT][NEUTRAL] We are off tomorrow.
[CUSTOMER][POSITIVE] Oh that's good.
[AGENT][NEUTRAL] And we get um [PII] [PII] and [PII], of course, off.
[CUSTOMER][NEUTRAL] Oh that's good. Well, my pathetic butt will probably be in here cleaning my office.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] My son's up with his fiancee and so and I'm not dating anyone so usually uh that's why I work a lot. I work a lot of Saturdays. I just got so much on myself do I have to do, right? May as well work and get her done.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I do take 2, so I have lunch with my friends and.
[CUSTOMER][POSITIVE] So I enjoyed my, like today I came in about 6:45 this morning.
[CUSTOMER][NEUTRAL] I've got to run a couple of errands for the job and then I'll do lunch with the boys and then uh I'll probably go since it's cooler I'll probably go spend some time on my storage I know pathetic life but.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm not gonna sacrifice, you know, well, first of all I'm not, I'm not this, you know, good looking guy, but uh.
[CUSTOMER][NEUTRAL] It is funny. I, every, every woman I dated down here, but they just.
[CUSTOMER][NEGATIVE] Want, want, want, and I'm like I'm just, I'm over that. I don't do that crap anymore. I just, I'd rather work, but yeah, I'll be in here tomorrow. They'll the security will sit there and look at me and say what the heck were you doing in here? but.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, when nobody's around I get so much more work done.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So not neither of these checks have cleared um I would suggest having that the office call us um because the.
[AGENT][NEUTRAL] May dates of service were issued [PII].
[AGENT][NEUTRAL] And so um if they contact us we can verify the billing address that the check was mailed to which is what's on their claim so I believe it is correct, but what we can do for the May dates of service if they call us and confirm that they've not received it, we can void these two checks and get them reissued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You are the best [PII], great.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the December check since it was processed.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Um, [PII], we have to wait at least 30 days before we can reissue it to allow to yeah.
[CUSTOMER][NEUTRAL] Oh yeah, no, no, no, no, no on that, you know, once again down here where do do those checks get mailed to [PII]?
[AGENT][NEUTRAL] So now, their billing address is in [PII].
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] Yeah, oh Jesus, you're not in [PII], are you, [PII]?
[AGENT][NEGATIVE] No, no, no, no.
[CUSTOMER][NEGATIVE] Uh, I was just gonna slam them. I'm like, oh, I better be careful, uh, yeah, so they're worthless out there, so you know, I, and I, I, I mean that I've got family out there, um, and it's just that whole state has gone to hell in a hand basket. So [PII], I, oh my [PII], yeah, I mean we, I don't travel for for the business, uh, anymore, um, uh, but yeah, we're, we do big conventions out there and it's just, you know, they.
[AGENT][NEUTRAL] Oh, it has?
[CUSTOMER][NEUTRAL] Once again, it's that whole philosophy of not, not hurting people's feelings. We went out to [PII] we're out in [PII] this past year, [PII]. Homelessness was so bad and I, I have my executive team are, are uh uh women.
[CUSTOMER][MIXED] Um, my CEO is very young, very attractive, uh, you know, she's like 44, 45, and um very attractive. My CEO is older but very attractive young ladies, and came out of the hotel to see homeless people defecating within 10 ft of a, a, a very high-end hotel. Uh, they're just, yeah, they just, they don't, you know, and that's the frustrating part, you know, how do you teach someone to care about themselves? You have people that would rather
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Set on unemployment, be homeless, and, and I'm, I'm a disabled vet.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So when I see that there and I'm like, why are you here? There are some that are legitimate, but a lot of them are battling other demons PTSD, uh, drug and alcohol.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, I, I try to take care of, I was just at the VA hospital the other day taking some stuff over to them, but um.
[AGENT][POSITIVE] It's nice.
[CUSTOMER][NEGATIVE] I mean, I try my part, but yeah, there's some be my like my uncle lives in a beautiful part of [PII]. He's Uber Uber left and he can't hardly survive. I'm like, Oh, you, you know, you, you are the part of this problem. You, you gotta float these people out, but it's so bad, [PII]. It's so bad, and we take our and I've got a guy who, who's from [PII] and he, he's from Northern [PII], but he just goes down there, uh, [PII].
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, they, it's just, yeah, it's just, it's, it's so bad they don't.
[CUSTOMER][NEGATIVE] I don't know. Once again it's, that's I don't wanna get into politics but it's just, yeah, it's very frus.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I would thought it was going to [PII] so.
[CUSTOMER][NEUTRAL] That's probably half the battle, you know, getting, getting people out there, they want $50 an hour and, and they don't have high school diplomas, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And so at what point, and I know the cost of living is through the roof so alright my dear, well I'll let you go because you know I could chat with you all day because you're super sweet. I know my um I've been seeing stuff coming through you're paying for my um my physical therapy. Is there anything that APL doesn't pay for according to this? I mean, I, I, I try to get the companies out here to to send it to the secondary account, but most of them.
[CUSTOMER][NEUTRAL] If they, if my primary.
[CUSTOMER][NEUTRAL] Sales, a lot of them forget that I have you guys and I have to call them all the find them. So is there anything that this doesn't cover?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, you have a pretty rich policy, um, as it relates to what your X-rays, your, uh, physical therapy, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Pretty occupational therapy and things like that isn't covered, but pretty much under your outpatient benefit, um, there are a lot of things that are covered under this plan. It's pretty broad.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Cool well [PII], thank you so much. I really appreciate you. You are a rock star and uh I hope they know that and uh I'm just thankful I got you today. You have a great [PII] and hopefully it's a good and prosperous one for us all.
[AGENT][POSITIVE] Thank you, [PII]. I really enjoyed talking with you today. So have a safe, [PII].
[AGENT][NEUTRAL] And don't work too hard. Take a break.
[CUSTOMER][NEUTRAL] I will do that
[CUSTOMER][MIXED] No, well, I can't yeah, I'm stupid. What can I say, but I thank you so much.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, I, I appreciate you. You have a wonderful day.
[AGENT][POSITIVE] You do the same thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] My pleasure bye bye.
[AGENT][NEUTRAL] Bye bye.