AccountId: 011433970860
ContactId: 2511750d-0d07-4881-8df1-665354be756a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1924550 ms
Total Talk Time (AGENT): 657179 ms
Total Talk Time (CUSTOMER): 1152661 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2511750d-0d07-4881-8df1-665354be756a_20250509T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing, [PII], um, [PII], um, with, um.
[CUSTOMER][NEUTRAL] BG um SF um, staffing, um, I'm calling because I'm trying to get my, uh, digital benefits card.
[AGENT][NEUTRAL] OK. Uh, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh hold on, let me just see if I can find something here. um, I was speaking to an agent [PII] last week about this, and she said that uh I wouldn't be active until Thursday of this week, so I'm calling to try to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what's your last name?
[CUSTOMER][NEUTRAL] See if I can find it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state are you from?
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] OK. Um, and Mr. [PII], verify your date of birth, mail address, and email address for me, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that's my birthday, um, email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and is that your cell number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, I was about to say I don't think a lot of people have landlines anymore.
[CUSTOMER][NEUTRAL] No, they don't. I was just thinking that when you said that I was like, no, no one's got a landline anymore, like.
[CUSTOMER][NEUTRAL] Uh, you know, even the cordless ones are bulky, you know, I'd rather just keep my iPhone.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And plus everyone has their phone pretty much on them all at all times, so.
[CUSTOMER][POSITIVE] Mm, never missed this call, never miss a call.
[AGENT][NEUTRAL] You, you need the
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And even with the internet, not internet, like if you were to have internet service, you don't need a landline like we did back in the day.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, there was, I remember when he was trying to push that, like, oh, to have internet, you have to have a landline. No, I don't.
[AGENT][NEUTRAL] And I don't think people, I don't know. I liked it though. I don't know. It's like I didn't, I can leave the house without a phone and not have a panic attack.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm, exactly.
[AGENT][NEUTRAL] But we are all getting too attached to our phones though, but, um, and I
[CUSTOMER][NEUTRAL] Yeah, we had them too much it's social media.
[AGENT][NEUTRAL] Oh, absolutely. And I do show your cards are in the system. Uh, would you like me to email it to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and also we do have an online service center to where you can um set up an account to view your policy as well as print out any temporary cards if you like.
[CUSTOMER][POSITIVE] Oh, OK, um, that would be great, um, how do I do that?
[AGENT][NEUTRAL] Uh, if you go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just select new user and then individual.
[AGENT][NEUTRAL] And it'll ask for your name, social, zip code and email address, and from there you'll be able to set up a username and password.
[CUSTOMER][NEUTRAL] Alright, any chance I, because I'm nowhere near a 10, any chance I can get you to just send me that in the email with um the digital cards?
[AGENT][NEUTRAL] Oh absolutely and let me see what other policies you have because I show the medical.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Hey yeah, can you explain how, how it works like, you know, as far as the deductibles and what's considered what and what, because I don't know.
[AGENT][NEUTRAL] Well, um, the type of policy you have with us is a limited medical indemnity plan. So it just, there's no deduct for co-pay. It's just a set amount of how much is uh paid for covered services. Like if you were to go to the ER or urgent care office or confined in the hospital, um, you have benefits that pay for specific services. Like if you had surgery, whether in a facility or office, it pays so much for that surgery.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Depending on the place of service. Um, and then you have a daily hospital and a first uh hospital admission benefit, meaning if you're confined in the hospital, it pays an amount and then you have a daily hospital benefit that pays per day, you're confined.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Um, and it looks like.
[CUSTOMER][NEUTRAL] Um, what do they consider major medical?
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] What do they consider major medical like is it all surgeries or major medical or?
[AGENT][NEUTRAL] Oh, as far as our.
[CUSTOMER][NEUTRAL] Some surgeries aren't and some surgeries aren't.
[AGENT][NEUTRAL] Um, the policy is not very specific on.
[AGENT][NEUTRAL] Covered, well, it does get exclusions or what we will not cover. It has to be for an accident or a sickness, but it doesn't have any specific um benefit for any type of specific uh surgery you may have, just a place of service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like, um, like I'll give you a little insight like I have a dermatological issue, uh, where I, I get really bad cyst on my face, like, um, from ingrown hairs. Yeah, from from ingrown hairs, like I don't even shave, I'm just completely walked out all the time. I'm scared to shave, right? So there's a dermatology office that I pass on the way home and back and, and, and to work every day, and I'm like, yeah, I need to see if they can fix my face cause I'm tired of like being lumpy and bumpy.
[AGENT][POSITIVE] Bless your heart.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um, I wanted to see if that's something that's coverable.
[AGENT][NEUTRAL] Um, and I would, I can't give a guarantee, but I could say it could be cause you do have office visit coverage as well. Um, but if it's diagnosed as, well, at most,
[AGENT][NEUTRAL] Things, it would be considered a sickness. So it could be covered under the policy for, under the surgical benefit.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Alright, cool, so yeah, I'm gonna do that today you don't even know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And after that, probably get my feet fixed. I need to see a podiatrist, something awful. And if I could find out, if I could find out where [PII] is, I would ask him, how do you levitate because I need to know.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] I need to know.
[AGENT][NEUTRAL] And also once you.
[CUSTOMER][NEUTRAL] No so they scheduled me for a pretty autoomy set.
[AGENT][NEUTRAL] For you said a 40.
[CUSTOMER][NEUTRAL] Yeah, fully out of meat. They're gonna give me new food. I need some new ones.
[AGENT][POSITIVE] I mean I say could some of, you know, have some crusty peach like just go ahead and give me a new foot, please.
[AGENT][NEUTRAL] They're gonna come out with it one day. I'm telling you.
[CUSTOMER][POSITIVE] Yes, yes, I need you to.
[CUSTOMER][NEUTRAL] I know I need 2 new 2 new feet, 2 new feet for real. I, I have size 13 flat foot.
[AGENT][NEUTRAL] They're gonna be using the diver feet.
[CUSTOMER][POSITIVE] Yeah, I got 513 flat feet, no arch in them, and they're wide. I can't even wear those sneakers. I'm most comfortable in flip flops. If I could come to work in flip flops every day, I would.
[AGENT][POSITIVE] I know that'll be awesome.
[CUSTOMER][NEUTRAL] But they won't let you.
[AGENT][NEUTRAL] Yeah, I joined the military and I had flat feet and they had me wearing these special shoes and they look like Flaenste shoes. I was like, oh man.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh man, and it was heavier too, I bet.
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] Yeah they were it's like how am I supposed to run this?
[CUSTOMER][NEUTRAL] To basically.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] And I end up
[CUSTOMER][NEUTRAL] I used to work at West Point a long time ago.
[AGENT][NEUTRAL] 00, cool. Were you ever a cadet?
[CUSTOMER][NEUTRAL] Yeah, I the WG3.
[CUSTOMER][NEUTRAL] Oh no, no, no, I was just a government worker. I had to, my, my hair was too long. I had, I had locks. I never had a hair, never had a haircut.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So I was like, yeah, no, I'm good. I, I'll be a government employee.
[AGENT][NEUTRAL] And it was funny too. Uh, a lot of the females, I guess it came out, uh, joined right after [PII] came out and so they all start shaving their heads. I was like it's not a requirement for women, but they did it anyway. It's like, it's not gonna make you stronger.
[CUSTOMER][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] For real.
[CUSTOMER][POSITIVE] You just look funny. I just look funny. I've seen that.
[AGENT][NEUTRAL] Yeah, it was just a lot of, just a lot of bald women. Yeah, it was like, OK, I mean, it's, I mean, it's I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've seen that on our day they um.
[CUSTOMER][NEUTRAL] They uh they would uh shave, I saw a group of women shave their head together in unison.
[AGENT][NEUTRAL] We have had it, ladies.
[AGENT][NEGATIVE] But there are some women that look really pretty with no hair. I have a coworker. She, when she started, she just completely bald and it looks so good on her. I just like, I just can't do it. I hate.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Some people have the head for it. Yeah, some people have the head for it. Some people just don't, like if you have a 9 head or an 8 head and not a forehead, I wouldn't recommend it.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] You know, it looks it look like a Doctor Doom or something, I don't know.
[AGENT][MIXED] Yeah, I just won't do it for me. It's not a good look for me. I've, I had a short, short hair, and I was like, no, I'm gonna let it grow out naturally, but it's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I mean, I can respect a good Bob, you know, but the, the bowl cut, nah, you did too much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, bowl cut
[AGENT][NEUTRAL] Well, and I'm seeing your dental and medical cause um the other policies you have with us don't have a card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So wait, the the dental and the medical doesn't have a code?
[AGENT][NEUTRAL] The dental and medical are the only policies you have that have cards. The other policies like you have a, a groupac, um, short-term disability, critical illness, and a group term life, those don't have cards. They're not issued cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you guys offer a long term disability by any chance? Do you offer that?
[AGENT][NEUTRAL] No, we only do just short term.
[CUSTOMER][NEUTRAL] Oh, OK, alright. I always, always, always looking to pick up some long term disability in case anything happened. I remember, um, I'm, I'm coming out of [PII]. I've just, I just got here to [PII]. I mean, I was born and raised here. I left and went to the [PII] for about 20 years, and, um, I stayed out in [PII] Head, I stayed out in [PII], I stayed out in um [PII], [PII], um, [PII], all that, and um.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I came back to [PII] because I inherited the house from my grandfather, but he's still alive. He just doesn't want anything to do with it. My mom takes care of him, so, but the house has been in the family since [PII] and uh it's a lot of work.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh wow, that's awesome.
[AGENT][NEUTRAL] Yeah, I imagine so.
[CUSTOMER][NEUTRAL] Yeah, it's a lot of work. It's right here in Queens.
[CUSTOMER][POSITIVE] And um I finally got to the point where I rented out my first floor. I'm almost done with my 2nd floor bathroom remodel, which I'm remodeling myself.
[CUSTOMER][POSITIVE] And um then I'll rent out my second floor and then with this job that uh I just uh got here I'm like with the temp agency but I've been doing supervisor stuff here in [PII] and they want to offer me a free apartment, even though I don't know how I feel about that because I know what that's about like.
[CUSTOMER][NEUTRAL] I'll be like [PII]. They'll be running out. [PII], [PII], there's a, there's a monster in the lobby. It'll be like Saturday or something like, you know, like come on man, I'm just sleeping, you know, and, uh, but I, you know.
[AGENT][NEUTRAL] And I can imagine it could be really expensive too in [PII]. Uh, I've never been there, but I would imagine that it's really expensive.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh, it's
[CUSTOMER][POSITIVE] It's not that bad, and, you know, like, um, like this building, they have apartments here and I think like a 2 bedroom. Lady has a 2 bedroom that's like $600 a month. That's not bad considering.
[AGENT][POSITIVE] Oh, wow, that's not bad at all.
[CUSTOMER][POSITIVE] Yeah, I mean, there's programs and there's you know there's help and stuff.
[AGENT][NEUTRAL] Because I was thinking it's gonna be like several hundreds.
[CUSTOMER][POSITIVE] Oh, me, like, um, say my first floor, I rented it out to, um, two college girls, and it's 3 bedrooms, uh, 1 bathroom and a kitchen down there, very spacious. I rented out for $3500 a month.
[CUSTOMER][NEUTRAL] But the utilities are included.
[AGENT][NEUTRAL] That's still a lot
[AGENT][NEUTRAL] For college kids?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, well, they, they work too they they work too one's um.
[CUSTOMER][NEUTRAL] A paralegal and uh um what do you call it uh the uh the the uh not the the deportation, uh, lawyers, you know what I mean so she's an intern for deportation lawyer, which they're in big business right now. They're they're they're really busy these days because people are getting deported left and right, um, and then the other one I think is, um, you know, work from home, HR, you know, on a computer type deal.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Apparently.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, nice.
[CUSTOMER][POSITIVE] And then, you know, they go to school and then go back and forth, but they've got wild kingdom downstairs in my house. It's like almost 6 cats and 2 dogs. I'm like, really?
[AGENT][NEUTRAL] 6 cats.
[CUSTOMER][NEGATIVE] We'll see, we'll see an hour ago. Yeah, it smells like litter box on the first floor. I, I told him about it like, hey, listen, can you do anything about that smell? Maybe like, I don't know, get the little robot litter box or something, you know, that dumps itself or something. I don't know. But yeah, please fix it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And um you know, little nuances like they went to go paint one of the rooms and didn't say anything to anybody and their idea of painting, it was like a blue blue a blue room, blue walls, right, like a royal blue. They put stripper on the walls to get the paint off the walls and scraped the skin off the sheetrock.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh uh. I was like, no, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I was like it's coming out your security deposit. You have no security deposit anymore.
[AGENT][POSITIVE] Right, goodness.
[CUSTOMER][NEGATIVE] You just can't get right here with this. Talk to me before you do things in my house, please.
[AGENT][NEUTRAL] Alright, get out.
[CUSTOMER][NEUTRAL] You know, but it's, it's me being a landlord. I had to, yeah, right, I'm, I, I'm, I've almost been there about once, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And then, uh, I, I'm renting out the, the house in [PII]. It's over there on [PII] and uh I got the house I want some sale I'm renting that out and I'm getting this one rented out and I figure the way things are going, uh, maybe next year buy another house, rent that one out too.
[AGENT][NEUTRAL] Hey, real estate they it's big.
[CUSTOMER][NEUTRAL] Yeah, you can't lose. I mean, as long as you, um, don't sell anything, keep it all, rent it out, that's all. You'll never, you'll never suffer for anything like, you know, I watch the news for entertainment, like none of that is gonna really affect me because I could really just stay home and just collect to rent, play video games and watch movies.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That sounds like a dream though.
[CUSTOMER][NEGATIVE] But I, I, I can't.
[CUSTOMER][NEGATIVE] Yeah, but I can't, I can't. Daytime TV kills me and I, I get antsy. I, I need to do something, you know. Like if I don't do anything, I, I, I imagine like what I, what happens is I, uh, I don't have, I haven't burned enough energy in a day. So when it's like time to go to sleep, I can't go to sleep because I, I've got too much energy, and this is without coffee, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's
[AGENT][POSITIVE] Yeah, it's working out, going to the gym, that helps out for sure.
[CUSTOMER][NEUTRAL] Oh true, true, and I, you know, I can always just stay home and just keep fixing in my house, but I like to, I, I like to do something, you know, and something to break up my day. Otherwise every day feels like the same.
[AGENT][NEUTRAL] That is true. It'd be like, um.
[CUSTOMER][NEUTRAL] You know, you'd be like, is it Tuesday or is it Saturday? I don't know.
[AGENT][NEUTRAL] Yeah. I feel that way sometimes, like if I take some time off from work, I'm just so confused. Only thing that helps is like my kid has to go to school. It's like, oh, OK. So, he has to go to school this day.
[CUSTOMER][NEUTRAL] Yeah, that day, that'll keep you regular. I don't keep you regular. You sending the kids to the bus stop on Sunday.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And give me 1 2nd.
[CUSTOMER][NEUTRAL] So wait, let me see, did you send that email yet?
[AGENT][NEUTRAL] I'm getting them prepped because sometimes when they send out the card, they're not in PDF form. And then when you click on it, it gets uh an error so I'm just making sure that I get it, uh, prepped for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And the card should have been mailed, uh, since it was effective on the [PII], so it should have been mailed out.
[AGENT][POSITIVE] The next day, so hopefully you should receive it soon.
[AGENT][POSITIVE] But it never hurts to have a digital copy to show the providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, you know, not for nothing. The crazy thing is, I think, I don't, I don't know what it is. I can't say that because every time I look it's a different mail carrier, but you know, like I, I've had neighbors down the street like, hey, is this your mail? Yes, that's my mail. Thank you for giving my bills, you know, and I'll get other neighbors' mail and I'll try to like take it down the block and put in their mailbox. It's a community effort, but our mail carriers are like.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] Illiterate, I don't know. I can't read numbers and stuff, I.
[CUSTOMER][NEUTRAL] It's a numbered address.
[AGENT][NEUTRAL] Well,
[AGENT][NEGATIVE] we get that like with Amazon, they keep giving their people's packages to others. It's like, please, I hope they bring it back. But some people it's like, they don't care. It's like, well, that I'm free today. It's like, no, not really. That's.
[CUSTOMER][NEGATIVE] You can't make it up.
[CUSTOMER][NEUTRAL] Yeah right.
[AGENT][NEGATIVE] That's illegal.
[CUSTOMER][NEUTRAL] That's, that's um.
[CUSTOMER][NEUTRAL] You know, that's what you call some bag is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That's that scumbag is and and the commerce should be whenever they order something it ends up somewhere else and they never get it to get your cycle.
[CUSTOMER][NEUTRAL] I check my packages and like uh I wanna be like yeah uh you know when they take a picture of your package on your doorstep a couple of times I was like yeah that's not my doorstep buddy um did you confuse and you know what it is they they they always confuse place with street.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm on place and streets right around the corner, so sometimes I walk around the corner and I find myself and I'm like, yeah, that's my name. Um, first time I did it, uh, the guy came out and thought I was like porch piloting and I was like, no, here's my ID. This package has my name on it. The mail carriers are retarded out here. He's like, Oh, tell me about it, and we became friends.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, that's, that's a good way to meet new friends though.
[CUSTOMER][POSITIVE] I think this weekend uh he's got a barbecue going.
[CUSTOMER][POSITIVE] Yeah, this weekend I think he's got a barbecue going. I'm gonna peek in and see what they're cooking.
[AGENT][POSITIVE] I just happened to just walk on over. It's like, yay, what's up, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] That food smell is delicious.
[CUSTOMER][NEUTRAL] Yeah, I brought my plate. I brought my plate and my fork.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, I'll bring a bottle at least, uh, you know, I don't, I don't, I cook, but I, I don't like to, uh, I don't, I don't, I've been cooking too much these days the fast food, you know, and teriyaki or S is my favorite.
[AGENT][NEUTRAL] Rain
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And uh the neighborhood is on allow it's like a real thing trying to get like real bacon.
[AGENT][NEUTRAL] Real, you say you can't find real bacon?
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Yeah, and all they, all they will serve you, all they will sell is beefsteak and they're Muslims.
[CUSTOMER][NEUTRAL] The whole almost the entire neighborhood and the shops out there are Muslim. They're all, everything's halal. I've seen halal Chinese food and everything. I can't do the halal Chinese food. I'm like, yeah, no, I, I need, when I order barbecue scare rib chips, I don't expect it to be beef. I expect it to be pork.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, in the South, you know, being from the South, that's what they cook, and it's delicious.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, I know. I, why do you think I was in this house for 20 years?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I'm ready to go back. I miss my backyard sitting on like an acre of land. I got a boat out there and everything, and I keep thinking that maybe I'll bring my boat down to [PII]. Hey, no, I, now that's, that's too much of a trip.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, pulling a boat with my Dodge.
[AGENT][NEUTRAL] I can imagine so, yeah.
[CUSTOMER][NEGATIVE] And the traffic, I, I can see it now. My nightmare is clicking somebody with half my boat, you know.
[AGENT][NEUTRAL] Or someone hide out in your boat and get a free ride.
[CUSTOMER][POSITIVE] Oh, forget about it. Oh no, no, no, I got, I got it on the trailer. I like if I'm not out in it, it's in the yard. Good luck.
[AGENT][POSITIVE] Oh, it'll be a free instead of taking the train, I'll be taking someone's boat and it's like, free ride, take me wherever you're going.
[CUSTOMER][NEUTRAL] It's in the yard.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I, I've seen that. I've seen that. I thought, and I thought about maybe just flying down, taking the boat out, and then, you know, putting in a slip, but then I check out the slip fee, it takes 70 a day.
[AGENT][NEUTRAL] Cheese.
[AGENT][NEUTRAL] No, they can have that. They can have that. Never mind that.
[CUSTOMER][NEUTRAL] A day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I keep it in the trailer. I keep it in a trailer. I, um, one time I pulled it from, um, [PII]. I went to [PII]. I left from [PII] and I, I took the boat out to the [PII] for the weekend. I had a ball.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Oh, that sounds fun.
[CUSTOMER][NEUTRAL] Uh a ball, yeah, and the slips out there are what, $67 for the day.
[CUSTOMER][POSITIVE] It's like less than 100, you know, so I was good. I, uh, didn't even have to get a hotel. I got a bathroom and a kitchen and everything on the boat.
[AGENT][POSITIVE] Hey, that sounds like a plan to me.
[AGENT][NEUTRAL] Just got on an open water.
[CUSTOMER][POSITIVE] Thank you. I was fishing
[CUSTOMER][POSITIVE] Yeah, fishing, I caught some. I, I caught some good fish. I caught some grouper. I caught some med snappers, uh, I thought I pull them up and I, I gut them, you know, skin them, lay them and throw them in the grill right there. We're cooking, good eat.
[AGENT][POSITIVE] Hey, that sounds delicious, yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Well, I have sent out your cards, so hopefully you should receive them soon.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it also has the, the link to where you can go to the online service center as well.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][NEUTRAL] Let me see, um,
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you uh think.
[CUSTOMER][NEUTRAL] I gotta be careful with my, my, my email, it's like crazy because like I, if I read you how many unopened emails I have in this email account because 99% of it is usually spam.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEGATIVE] I have an um [PII]. I don't even use it anymore because I have [PII], but still that's filled up too. It's like it's just, I'd rather not get any spam mail.
[CUSTOMER][NEGATIVE] And I, I don't have the time to sit there.
[CUSTOMER][NEUTRAL] Right, you can't escape it either. They just know they find you, they find you, and they just, you know, if I get one more male erection ad, I swear to God.
[AGENT][POSITIVE] And do you know, um, they do it on the phones too. And I'm so happy like my phone, it was like if it's a scam, it'll say scam alert. And I was like, OK, I won't answer that call.
[CUSTOMER][NEUTRAL] It's just crazy.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] I had a call the other day. It didn't even say scam likely it was like scam definitely.
[CUSTOMER][NEGATIVE] It's like this is definitely a scam. And then you know it's a scam when you get the call and you answer and goes who.
[CUSTOMER][NEGATIVE] Before you hear anything, you know it's a scam. They're like, yeah, they're sitting in a in a in a in a in a a place like a call center somewhere in like [PII], [PII], the [PII], you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEGATIVE] Oh, you owe this bill. No, I don't. I don't. I'm not gonna verify anything with you either.
[CUSTOMER][NEUTRAL] And about
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] They called me one time and tried to say um.
[CUSTOMER][NEUTRAL] My handphone does.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, OK. Your phone got quiet. Yes, sir.
[CUSTOMER][NEUTRAL] Oh, there you go.
[CUSTOMER][NEGATIVE] Yeah, my headphone died. It was like boop boop.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I, I use headphones. I cannot stand putting the phone by my ear. I'd rather just use headphones for.
[CUSTOMER][NEUTRAL] Me neither.
[CUSTOMER][NEGATIVE] Yeah, it's like because I, I, you know, I'm, I'm maintenance, so my hands are in a lot of messy stuff and I'm touching my phone, calling contractors, touching, taking measurements, dealing with trash and garbage, and the other day, not to mess up your day, but someone actually threw a whole damn golden retriever down a garbage chute that was dead.
[AGENT][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] They threw a golden
[CUSTOMER][NEGATIVE] A large dog down a garbage down a garbage.
[AGENT][NEGATIVE] Oh no, that is horrible.
[CUSTOMER][NEUTRAL] Wrapped in a blanket.
[CUSTOMER][NEUTRAL] I'm like, what kind of sick individual?
[CUSTOMER][NEUTRAL] Does that.
[AGENT][NEGATIVE] Either bury your animal or have them cremated. You just don't throw them like garbage. That's a, that's sure.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEGATIVE] Shows you how much they cared about that, their dog. That's horrible.
[CUSTOMER][NEUTRAL] So, I, I don't know.
[CUSTOMER][NEUTRAL] For real, I couldn't even imagine doing anything like that to my mom. I got a husky, she's bad, but I love her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I buried all my animals.
[CUSTOMER][NEUTRAL] She jumps through windows. My
[AGENT][NEUTRAL] She jumped through windows.
[CUSTOMER][NEUTRAL] My dog jumps through windows.
[CUSTOMER][NEUTRAL] She jumped through the window in [PII]. I'm at work. My, my neighbors call me like my moon's out again. I'm like, Where? She's out here knocking over garbage cans doing an inspection.
[CUSTOMER][NEUTRAL] When you catch a dog, can you please say my garbage can back up, [PII]? I'm like, yeah, I got you, I got you. And then I, I leave work, I go find my dog. Of course she thinks she's in trouble, so it's a game and it's like chase me, chase, no, I don't have time to chase you come here now.
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] Uh-huh. We used to have a Rottweiler a long time ago when I was a kid, and he used to, uh, didn't care what type you, um,
[CUSTOMER][NEUTRAL] So I
[AGENT][NEGATIVE] What you put him on, he still found a way to uh get out and he would just start roaming the streets and uh being with kids at bus stops and everything. It's like, no, we can't do that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, you'll be in the town and they charge to get you out there and not even that, but yeah, [PII] is uh my husky's name, but her nickname is [PII].
[AGENT][NEUTRAL] Is what?
[CUSTOMER][NEUTRAL] I put this dog in a cage, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You hear me?
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] No, no, no, no, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 00, [PII], oh, like.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] Memo.
[AGENT][NEUTRAL] Well that's an interesting name.
[CUSTOMER][NEUTRAL] She's [PII], you know.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I put her in um I put her in a cage in a cage, um, cause she had eaten, um, she had when she was a puppy, she uh ate the key fob for uh an 08, um, BMW 750 LI with the massage sheets.
[CUSTOMER][NEUTRAL] With the heated and cooled seats and everything, that was like my batmobile, right? She ate the key fob into little bits, little pieces like didn't swallow it whole so I could get it back later. No. Shoot it up like it was a whole snack. So I was like, OK, can't be left alone.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] She had to destroy it.
[CUSTOMER][NEUTRAL] Let's put you in a cage. She got out the cage. So I got another cage that was slightly bigger than that cage, and I put that cage over that cage and I had her in the cage in a cage. I came home, she was chewing on my PlayStation, like, you know, that's what she's supposed to do. I'm like, how did you get out of the cage? And there was no signs of forced entry or that she broke out or anything. Teleported out of this cage.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And I was like, yeah, it's a fish you're a magician. You're a magic dog, magic dog.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She's like I'm out, yeah.
[CUSTOMER][NEUTRAL] How you doing there?
[AGENT][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Go to [PII], had her tied up in the garage. She got out of the garage and she was tied up good.
[CUSTOMER][NEUTRAL] and left everything. Somehow on the clipped the leash from around the, the, the vest, right? Cause I learned a long time ago leashes don't work with her. She does this thing where she runs, gets a running start and then kicks her tail end out where she's looking at her leash and just slides out of it.
[AGENT][POSITIVE] She's a smart baby.
[CUSTOMER][NEUTRAL] All in one motion.
[CUSTOMER][NEUTRAL] Yeah, all in one motion. So this time she uh managed to unclip the leash from the back of the harness, lift up the garage door.
[CUSTOMER][POSITIVE] And then slide out. I was just out on the street like Facebook helped me get my dog back.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Someone took a a a a a photo of her, you know, it was like, yeah, I found this dog. I was like, that's my dog, where do you live?
[AGENT][POSITIVE] Wow.
[CUSTOMER][POSITIVE] And then I get there it's like, you show that is your dog? It's like, yeah, I'll show you all the pictures you want.
[AGENT][NEGATIVE] Wow. She, like she's like no cage, no leash, no anything can hold me.
[AGENT][NEUTRAL] I'm, she gotta be free.
[CUSTOMER][NEUTRAL] Yeah, she's like, yup.
[CUSTOMER][NEUTRAL] And then when she gets out there, she's just checking everybody's trash and oddly enough, marking territory. I'm like you're a girl. Girls don't mark territory or do they? I
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] Well, I'm like, I'm sorry.
[CUSTOMER][NEUTRAL] She was, and this is something new, this is something relatively new since we got the uh tenants have dogs downstairs.
[CUSTOMER][NEUTRAL] And I take her around the block, she's just, she'll sniff, and I guess she smells another dog, and then, oh no, you pee there? No, I'm gonna pee there, and she'll pee on top of it or whatever, and then scratch the grass like it's toilet paper or whatever, I don't know. And then, you know, off we go and then we get about another 5 ft and she's doing it again. I was like, wouldn't it be smarter just to get empty your bladder the first time?
[AGENT][NEGATIVE] No. They gotta spread it around everywhere.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Mm, she's just a trip. OK, so I, I do got the PDF. OK, I got the PDFs. I got it all there. Thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][POSITIVE] Thank you so much. And I could just slash this when I go to the doctor like, look, this is.
[AGENT][NEUTRAL] Yeah, just
[CUSTOMER][NEUTRAL] Give me some medical attention.
[AGENT][NEUTRAL] Yeah, and just have them call us and we can verify benefits and eligibility.
[CUSTOMER][POSITIVE] Oh OK, cool, cool.
[AGENT][NEUTRAL] It, it should have your dental as well.
[CUSTOMER][POSITIVE] Yep, I think I got it all um.
[CUSTOMER][NEUTRAL] This is um.
[CUSTOMER][NEUTRAL] The medical, medical, medical, and this is.
[CUSTOMER][NEUTRAL] I don't know um
[CUSTOMER][NEUTRAL] Is this potential?
[CUSTOMER][NEUTRAL] The first one says uh American Public Life Insurance Company or you guys address and then um.
[CUSTOMER][NEUTRAL] It says at the bottom I got the PDF um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Medical benefits verification, medical benefits, they said it twice.
[CUSTOMER][NEUTRAL] But um,
[AGENT][NEUTRAL] What girl?
[CUSTOMER][NEUTRAL] Yeah, no, I don't, I don't think I have the dental though.
[AGENT][NEUTRAL] And do you see the email is, uh, does it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It should have dental, but I'll resend it cause I don't know why it's not. That's weird.
[AGENT][NEUTRAL] But I will resend that to you.
[CUSTOMER][NEUTRAL] The thing you asked cause I would have been like do do do.
[AGENT][NEGATIVE] Uh, what in the world? Oh yeah, I'll resend it.
[CUSTOMER][POSITIVE] Alright, cool.
[AGENT][NEUTRAL] All right, [PII]. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Oh no, just have a good rest of your day. That's how you helped me, you've been great, thank you.
[AGENT][POSITIVE] All right, you're welcome. Thank you and you have a great weekend.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] OK, thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Bye.