AccountId: 011433970860
ContactId: 3a305eeb-c41e-4b73-a3c8-b753d0c07802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1561609 ms
Total Talk Time (AGENT): 885831 ms
Total Talk Time (CUSTOMER): 483577 ms
Interruptions: 11
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3a305eeb-c41e-4b73-a3c8-b753d0c07802_20250121T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to, um, get the information for our policy, please.
[AGENT][NEUTRAL] OK, well we need to check uh benefits?
[CUSTOMER][NEUTRAL] Um, it's an insurance policy that is being taken out of my account and so I'm trying to find out, get the information about it.
[CUSTOMER][NEUTRAL] A life insurance policy.
[AGENT][NEUTRAL] Um, you like what kind of policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, we could take a look at that. What was your name?
[CUSTOMER][NEUTRAL] It's, it's under [PII]. He's right here.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, alright. [PII], and what was your name? I'm sorry, just so I know who I'm talking to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't have it. He can't find the paperwork. He I just saw where it's coming out of the account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. Um,
[AGENT][NEUTRAL] Oh, sure. OK. um, I can start choosing a social.
[CUSTOMER][NEUTRAL] OK, it's, wait just a minute, daddy, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And [PII], can you hear me?
[CUSTOMER][POSITIVE] Yes, he's right.
[AGENT][NEUTRAL] OK, alrighty, just gonna verify some information really quick. [PII]. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you repeat that [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] And what was the year please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Zip code is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information. All right, and we do have permission to speak with [PII]?
[CUSTOMER][POSITIVE] Yes you do.
[AGENT][NEGATIVE] All right, thank you so much. OK, so this is a cancer.
[AGENT][NEUTRAL] Let's see, let me make sure this is the only one you have. Let's see.
[AGENT][NEUTRAL] Yes, so it's just a cancer policy, um, [PII] and.
[AGENT][NEUTRAL] Let's see, Fanny Bell. Yes, those are both um the covered insured under this policy.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and, and exactly what, what does this policy cover?
[AGENT][NEUTRAL] I can get that pulled up. Looks like it has been active since [PII]. So give me just a moment. Let me get the, see if I can get the policy pulled up actually. I'm not sure that I will be able to.
[AGENT][NEUTRAL] If it's a bit older, yup.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Bear with me. I appreciate your patience.
[CUSTOMER][POSITIVE] Oh, no problem. Thank you for helping me.
[AGENT][POSITIVE] Thank you, of course.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So, I don't see the actual policy, um,
[AGENT][NEUTRAL] Well I think this is actually as it's a bit older it doesn't look like it's been fully put into our system. I can see however um.
[AGENT][NEUTRAL] Let's see, regarding.
[AGENT][NEUTRAL] Uh, specified disease and cancer, of course. Um, there's also intensive care benefits. So daily hospital benefit, uh, specified disease daily hospital benefit.
[AGENT][NEUTRAL] Radiation and chemotherapy and care benefits.
[CUSTOMER][NEUTRAL] OK. So how does this policy work if they go into the hospital with cancer or some, something or another specified disease?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Does it, does it pay for their care or is it a life insurance? What is it?
[AGENT][NEUTRAL] Sure, OK, so this is gonna be more um considered supplemental insurance, so it's designed to help pay like these especially, um, it's a set dollar amount benefit, uh, so for example, the daily hospital benefit, um, it says for the 1st 60 days $250 specified disease, um $250 sorry, yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] How much?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, specified disease daily daily hospital benefit, $300 and then intensive care, uh, $600.
[CUSTOMER][NEUTRAL] And that's a hospital stay.
[AGENT][POSITIVE] Now let's see. Oh, here we go, this is a little bit better.
[AGENT][NEUTRAL] So there's a first occurrence benefit as well. So just simply being diagnosed, um, pays a lump sum benefit of $5000.
[AGENT][NEUTRAL] The chemo and radiation benefit is $10,000.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEGATIVE] It's all kind of broken apart. I'm sorry, as it's just a bit.
[AGENT][NEUTRAL] Older, OK, that's all.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There we are, OK, found the.
[AGENT][POSITIVE] Awesome, policy schedule. That's what I wanted. OK, so first occurrence and diagnostic benefit, $5000 daily hospital expense benefit is $100.
[AGENT][NEUTRAL] Chemotherapy radiation, $10,000. Intensive care benefit is $600 per day.
[CUSTOMER][NEUTRAL] OK, so is that hospital stay $250 per day or just total $250?
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] That was regarding, I believe that uh specified disease, but I can go back and double check that.
[CUSTOMER][NEUTRAL] Cause I see what I, I notated where you said intensive care is $600 a day.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm. For intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so if they're hospitalized for, it doesn't need to be a specific reason or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It would be regarding um cancer-specified disease.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So I'm trying to look to see if I can find something a little bit easier um what I might end up doing if y'all like I will request to have the actual updated policy um I can.
[AGENT][NEUTRAL] have that sent to you.
[AGENT][NEUTRAL] Because from what I'm seeing is back from uh its first issue date so [PII] um.
[AGENT][NEGATIVE] And it's not the easiest to read. So if I can get the updated policy, um,
[AGENT][NEUTRAL] I can have that sent to y'all.
[CUSTOMER][NEUTRAL] Well, let me ask you this. If you, if you do that, if, would they have been grandfathered in under the old policy or the new policy?
[AGENT][NEUTRAL] And it'll be, of course.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh yes, it's still this, oh yes, no, no, no, that's I'm sorry about the confusion. It's the same policy um the policy itself though like actually being able to read it would just be updated to be able to a bit clearer and easier to read. That's, that's all I mean because this here what I'm looking at um.
[AGENT][NEUTRAL] It looks like you know of course this was.
[AGENT][NEUTRAL] Before computers were so widely used, um, so it's just kinda uh scanned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so it's, it's uh spread out quite a bit as well, but that does seem so I did look through all of this and that does seem to be the extent of the benefits.
[CUSTOMER][NEUTRAL] OK. And would it be retroactive in regards to um my mother had cancer and I don't think that they claimed any of this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh I see um yes so any there's no timely filing limit so anything that happened from the effective date to now um you're more than welcome to get those filed absolutely.
[CUSTOMER][NEUTRAL] OK, so she had breast cancer, so that would be one of the specified diseases, correct?
[AGENT][NEUTRAL] Well, that's actual cancer, yes. Um, so first thing we would need, the first thing we would need would be the pathology report. So the initial, when she was first, uh, diagnosed with that, we need the pathology report. And then anything else, any other kind of treatment that she received, if she did receive um chemo or radiation, um, any hospital stays, you can file those after, but we do need that pathology report first.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and so I just wanna make sure on the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the fees, OK, so the first occurrence, um, a lump sum of 5000 and then that's for, that's pertaining to the pathology report, right?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] And then if she had chemo or radiation, then there's $10,000 for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And if she went into the hospital and she had surgery.
[CUSTOMER][NEUTRAL] The day that she was in the hospital, is there a just a hospital stay or a daily amount?
[AGENT][NEUTRAL] It looks like it's a daily amount, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So I have the, it's and I did find the clarification again I'm sorry about the confusion, um, so the daily hospital benefit for the 1st 60 days is $250. Um, so if there was an extended stay if she was hospitalized for longer than 60 days at a time, um, then it would go towards that, it would be that $100 after the 1st 60 days. Does that make sense?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so it's the $250 per day, so if she stayed 10 days, that would be $2500 correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I do believe so, um, I can.
[AGENT][NEUTRAL] Actually get clarification on that though because it does not specify per day. It simply says for the 1st 60 days I would think yes, but I don't wanna say that exactly um if that's not the case, as that's it again does not say per day.
[AGENT][NEUTRAL] Um, if
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'd like I can put you on a brief hold really quick, reach out to our claims specialist and get clarification on that for you.
[CUSTOMER][NEUTRAL] OK, and I do, before you do that, specify disease, what would be included in that?
[AGENT][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] Um, let me see if I can find a list of those specified diseases. Give me just a moment.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] she was what?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, um, so I am still trying to locate the list of specified diseases [PII] I'm sorry, um, while I am looking for this, I'm going to go ahead and if you don't mind, of course I'm gonna put you on that hold and reach out to our claims specialist, um, while I'm looking so you know we're not having to wait on me before that so let me go ahead and find out for sure about that daily hospital benefit. I'll get right back with you OK?
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good and you?
[AGENT][POSITIVE] Doing all right thank you. I've got a bit of a fun question for you um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I got an insured on the line, a very old cancer policy, uh, from about [PII], um, and they're calling uh with several questions. Uh, the policy, of course, is not in Onase, but I do see, um, the policy in the back fall, uh, so I do see some of the descriptions about the coverage dollar amounts and such, um, but I did want some clarification on a couple if you wouldn't mind helping me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number? Sure, what's the policy number?
[AGENT][NEUTRAL] Yes, it is 83939.
[CUSTOMER][NEUTRAL] OK, and what's the member's name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK. Let's see here, take a look at it.
[AGENT][NEUTRAL] And I can tell you the specific pages if that helps. um I think I know, but just because it's not very clear cut and dry.
[CUSTOMER][NEUTRAL] Let me see what type of policy. OK, so it's a C44 policy and what is it that Mr. uh [PII] is needing to know or need clarification on?
[AGENT][NEUTRAL] OK, yes, so it is in regard to his wife [PII]. She did have breast cancer, um, and he just never filed claims for her. Um, so on page 9 of the back file, it shows family coverage, so it says daily hospital benefit for 1st 60 days, $250 and then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The first day thereafter see extended benefits. On page 12, it says daily hospital benefit is $100. So the question he has is if it was within that 60 days that she was hospitalized, would it be $250 per day or would it be that $100?
[CUSTOMER][NEUTRAL] What I'm seeing on his uh on PIBFT with his benefits that are loaded I see for DHB and DHB means inpatient hospital stay I see $100 that's what I see $100 a day, mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so, OK, so what would the $250 be? If, do you think is that for, if they're hospitalized for 60?
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] I don't usually, I don't usually make guesses when it comes to uh a back file because we, um, number one, we need the policy loaded in. I can only go off what I see on the uh PIBFT which is telling me what the benefits are. I don't see a benefit. Let me, let me check, check one other thing. Hold on one second. I know. Hopefully, no, he hasn't had a claim process. I was gonna say if he claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, apparently they were I I'm actually speaking with.
[CUSTOMER][NEUTRAL] Oh well she has give me one moment, give me one moment. I can kind of, I can go inside of the claim and I can see the benefits, so.
[AGENT][NEUTRAL] Sure. Uh-huh.
[CUSTOMER][NEUTRAL] And then I'm just gonna suggest to you that you know um of course you probably already done it we need to send a request to have that uploaded OK OK so let's see.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And sometimes those back files it lists benefits for other policies and that's why I don't, you know, you can't really go according to that um you have to go to the scheduled page. Now if he had a scheduled page and that scheduled page is telling you that amount, then that's gonna match.
[AGENT][NEUTRAL] OK, and that's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] What's on the policy, but again, I went into one of her claims where I could see all her benefits and it is $100 a day. There is no, there is no benefit for $200. So there, her benefit for being inpatient is $100 a day and that has to be related to the cancer diagnosis.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, and then my other question, I don't see anywhere because they're asking about it says specified diseases as well, and this might have to be after we get the actual policy, but I'm not seeing a list of specified diseases.
[CUSTOMER][NEUTRAL] Yeah, I would just let them know unfortunately they, yeah they have a older policy and unfortunately we don't know that off the top of our head um we need to get that loaded and just let them know, you know, they, they can submit the claim submit a claim for review that's the best thing to do, you know, and um then we'll go from there, mhm, but yeah, their, their house for the benefit is $100 a day and their chemo, their chemo, you're welcome. The chemo and radiation and immunotherapy is $10,000.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK, gotcha.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you. Alright.
[AGENT][POSITIVE] All right, I sure appreciate your help with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and is that, do you know if that resets per calendar year or is that just that essentially a lump sum like once they use it it's done?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's usually, let me pull, let me pull up that policy and see if I can see a policy, uh, schedule, not the certificate since I know that's not out there.
[AGENT][NEUTRAL] I was trying to see that too, but it's just so it seems vague like it just says the dollar amount, but.
[CUSTOMER][NEUTRAL] Yeah, it's, it's those are kinda, yeah, they're, they're confusing. Uh, let's take a look. And
[AGENT][POSITIVE] Well, I'm so used to just kind of, especially with cancer policies, I'll just go straight to the policy instead of the PIBFT, um, but I guess with these it's actually better so I appreciate you educating me on that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh huh, you're welcome. Oh, that's fine. I'm just trying to see why it won't come up for me. 123 83939 or maybe I got 20s 83939.
[CUSTOMER][NEGATIVE] I can't get, I can't get it to come up for me.
[AGENT][NEUTRAL] I just did the double click on uh [PII], um, and just again, there's no policy, but I am looking at the back file where it does show some.
[CUSTOMER][NEUTRAL] Oh, but that should come up at 1. OK, I was missing a 0. I had it right the first time. I don't know why. Like something should be coming up at 1 day. OK, so let's take a look at the back file. I wanna take a look at that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, no, I found it. I'm sorry, um, $10,000 per calendar year, yep, I see it. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] First calendar year, so it will be on the scheduled benefit page. OK, well, all right, [PII]. You have a great one. You're welcome. You're welcome. Bye-bye. Uh-huh.
[AGENT][POSITIVE] Got you. I really appreciate your help. Thank you so much. You too. All right, bye bye.
[AGENT][POSITIVE] All right, Miss [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] I am, I'm still here.
[AGENT][POSITIVE] OK I appreciate your patience so we were kind of having a fun time looking through this and interpreting, but we were able to get definitive answers. So first thing I want you to be aware of is we did receive uh claims from [PII] regarding her breast cancer, um, and we did pay that $5000 lump sum benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and again that's that lump sum is really the only one that's going to be first occurrence that's it. So if there was anything, and I can kind of tell you the dates if you or if you'd rather wait um to see if you can kind of come up with everything, we'll see if there's some that she might have missed, but I do see several um from [PII] um looks like, oh, several were filed from [PII] to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if there were anything like after or before that, um, more than welcome to give the like just go ahead and file them, um, I mean, you know, the worst we're gonna say is we already paid this or it's not covered or something like that, uh, as far as the daily hospital expense, it is $100 per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then as far as the list of specified diseases that is not in these bat files, so for that I will have to um again request that uh full policy before we can actually get that information so I will do that um let's see.
[AGENT][NEUTRAL] It's kind of hard to get an actual.
[AGENT][NEUTRAL] ETA on that typically they say by the end of the month but you know it's I I would think it depends on what time of the month it is um but I will request that they reach out um we can email it to you when it's ready if that's easier um than having a paper copy mailed OK um so what is a good email? We don't have one on file for Woodrow.
[CUSTOMER][POSITIVE] Yeah, that is easier.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] 11:05.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] T S
[AGENT][NEUTRAL] 11:05.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK. Well parents. OK. All right. I will get that email added to our system for Woodrow and then like I said, I will submit that request to have the policy, uh, emailed to y'all as soon as it's available.
[CUSTOMER][NEUTRAL] OK, so did they file um her chemo as well?
[AGENT][NEUTRAL] I believe so. Let me take a look. Yes, there are several um.
[AGENT][NEUTRAL] There are several chemo benefits and that does refresh per calendar year, so it's up to $10,000 per calendar year of course since the time it was active. So again, if there were any after [PII] that does look like the last that we received um.
[AGENT][POSITIVE] Then you are more than welcome to follow those as well.
[CUSTOMER][NEUTRAL] No, I think they filed everything. I just wanted to confirm.
[AGENT][NEUTRAL] OK, OK. Of course, yeah, several.
[CUSTOMER][NEUTRAL] And so with this policy because it's two of them, um, if something happened to one of them with the price reduced or it's always $107 monthly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I would have to check that. Um, let's see.
[AGENT][NEUTRAL] You mean getting one or the other removed?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Typically that would uh reduce the cost. I couldn't tell you exactly how much until I actually go through process it with customer service, um, especially as this is a bit of an older policy, um, but it typically, yes, as this is considered a family plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, alright, well if you'll email me that I can look through it and then if I have any questions I can call back.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Absolutely, um, again I'm not, I don't have an exact ETA on when you would be able to receive that as they do have to go in the system upload it and you know then go ahead and send it to you but I will put that request in immediately so hopefully you get that soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if they want, how do they go about making sure that I'm on it to speak to anybody so that we don't have it, have to have this conversation.
[AGENT][NEUTRAL] Right, that's a good question as well. So I will, of course I, um, like what we did today, um, if in the meantime you need to um just have Woodrow or Fanny present, we'll verify their information, make sure we have permission to speak to you from them um we can also get a third party, um, authorized party essentially a form sent.
[AGENT][NEUTRAL] Um, so that you would um be added or you have other choices as well if they wanted to add you as a beneficiary or power of attorney, anything like that you would be added to the policy that way, not as a covered person but as somebody that we have permission to speak to regarding the policy.
[CUSTOMER][NEUTRAL] OK, can you also email that to them at the Bellar email address?
[AGENT][POSITIVE] Yes, yes, absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will get that form sent.
[AGENT][NEUTRAL] Alright and then um I know that was quite a bit of information um was there did you have any other questions for me at the moment [PII]?
[CUSTOMER][NEUTRAL] No, there aren't any.
[AGENT][POSITIVE] OK all right well I appreciate you giving us a call um and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.