AccountId: 011433970860
ContactId: 44695a11-4dfc-4d09-b984-7d34700138b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2515709 ms
Total Talk Time (AGENT): 750498 ms
Total Talk Time (CUSTOMER): 567680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/44695a11-4dfc-4d09-b984-7d34700138b3_20250103T20:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am in the process of possibly changing my policy.
[CUSTOMER][NEUTRAL] And I was wondering if you could help me understand the changes that are.
[CUSTOMER][NEUTRAL] Uh, that could happen if I change policies.
[AGENT][NEUTRAL] All right, let's look at, do you have your current policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me grab that. I didn't think they have it at my desk.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][NEUTRAL] And just the policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] 69
[AGENT][NEUTRAL] Alright, let me pull this up here, see what you currently have.
[AGENT][NEUTRAL] And then if I could get your name, date of birth, and then address, please.
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] Thank you. And then the email address on file is [PII]. Is that still a good email for you?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, great. All right. So I've got you pulled up here. Um, this plan looks like is
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] A dental plan.
[AGENT][NEUTRAL] Is that what you're looking at changing or is it your medical?
[CUSTOMER][NEUTRAL] Yep, I
[CUSTOMER][NEUTRAL] Um, I'm looking at changing my medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see you have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what is the other plan option? Do you have what they're offering or?
[CUSTOMER][NEUTRAL] Um, it's called the Mac Enhanced.
[CUSTOMER][POSITIVE] MEC enhance.
[CUSTOMER][NEUTRAL] It's the other one I was looking at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm trying to see what your group, I'm sorry, offers us like kind of a hole here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause it looks like everybody right now has the same basic plan that you do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm sure nobody wanted to pay the higher price for the other one.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, it doesn't really give me, did they give you um any sort of plan details on it when they issued the enrollment or?
[CUSTOMER][NEUTRAL] Um, yeah, I have just a brief description.
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] We initiate through benefits in a card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I tried talking to them and, and they are like, you need to call APL.
[CUSTOMER][NEUTRAL] Um, and have them explain.
[CUSTOMER][NEUTRAL] The different policies, the differences and stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] I mean, I can tell you I'm not showing the other policy being offered um.
[AGENT][NEUTRAL] I mean I can definitely pull the plan that you generally speaking the employer will issue any sort of you know benefits are being offered and then they should have.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Paperwork to issue to their employees from like the broker as far as you know what the plan would cover um I can go over what your current plan has and maybe that would help you determine maybe what some of the differences are that you have in front of you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because benefits in a cart said that the, the Mac enhanced would be covered through you guys as well, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's why
[CUSTOMER][NEUTRAL] I'm confused. I, I, I just wanna know really what the major differences between the two plans besides the price.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think I pay 16 something for the one I have, but then this Mac enhanced I would pay 42.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Something for it
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And then something with my pharmacy benefits would change too that would go to elixir and.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm, I'm just trying to make sure I have the right coverage, um, because I, I do have health issues and.
[CUSTOMER][NEUTRAL] I don't make a lot of money and
[CUSTOMER][NEUTRAL] If I, if I'm gonna be paying more for insurance, I wanna make sure it has the right coverage.
[CUSTOMER][NEUTRAL] For what I need.
[AGENT][NEUTRAL] Hm, yeah. And OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Let see.
[CUSTOMER][NEGATIVE] Yeah, because unfortunately, I, I don't understand why.
[CUSTOMER][NEUTRAL] But I even with benefits in a card, APL or even the other part of my insurance, I can't look at anything online. I have to call somebody and that's.
[CUSTOMER][NEGATIVE] That's very frustrating too. I mean, that's kind of a flaw in the company because
[CUSTOMER][NEGATIVE] I hate having to constantly call you guys.
[AGENT][NEUTRAL] Yeah, no, I mean, have you ever, so.
[CUSTOMER][NEUTRAL] It just been out.
[AGENT][NEUTRAL] We do have an online portal. Have you ever tried logging into that and creating or has anybody ever advised you on it or?
[CUSTOMER][NEUTRAL] Um, I do have my, uh, it's, uh, AMP public login.
[CUSTOMER][NEUTRAL] Is what I have.
[AGENT][NEUTRAL] OK, yeah, where you can file claims and and look at different things, yeah, OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Um, but, but that's about all you can do on it is look at your claims. You can't look at things, um.
[CUSTOMER][NEUTRAL] What, what will be covered and what won't.
[CUSTOMER][NEUTRAL] Um, there's no policy explanation on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At least not that I have found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and [PII], have you attempted to speak to anybody through the staffing agency like in their HR department to see if they had any additional information or just benefits on a card?
[CUSTOMER][NEUTRAL] Um, I have asked my adviser at work. We have one that's on staff at the company I work with, and she said that they don't deal with anything insurance related.
[CUSTOMER][NEUTRAL] That we have to talk with benefits in a card or.
[CUSTOMER][NEUTRAL] You know, the other parts of the insurance that we have.
[AGENT][NEUTRAL] OK. All right. Well, let's see what we can get figured out, um, as far as finding out what the other plan is being offered, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] All right, thanks so much one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I'm still here. I just wanted to check in with you. I am working on this. I apologize for the hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no worries. I'm on your time, so.
[AGENT][POSITIVE] Alright, I appreciate you. I'm trying to figure it out for you and let me see what else I can do here.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][POSITIVE] Yeah, you're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] All right [PII], thanks so much for waiting so it looks like I should be able to pull the brochure up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, and maybe do a comparison for you. I'm just trying to get it to pull up here. It's taken forever. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no worries.
[CUSTOMER][NEGATIVE] No, they gave us a 24 page.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't know if you wanna call it a brochure or what it is um but it just is a very, very brief.
[CUSTOMER][NEUTRAL] Description.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And my brain's just not comprehending it. It's like, I need more information than that, um.
[CUSTOMER][NEUTRAL] So I, I'm curious if what you're pulling up is the same as what I have.
[AGENT][NEUTRAL] Yeah, it might be. They said that um.
[AGENT][NEUTRAL] They did say that it looks like, let's see, um,
[AGENT][NEUTRAL] Yeah, they did say that a lot of the, you know, like any changes and stuff like that that you ever need to, all that stuff goes through like benefits and a card, but I explained to them that you'd already spoken to benefits and a card and that they were not um super helpful, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see. OK.
[CUSTOMER][NEUTRAL] Yeah, so which is making it more confusing because then it's like, well, if you're not finding it, and then I'm like, well, who, who do I talk to?
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] I mean that's why I like to do things online because then I can.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Look it up myself. I don't have to pester anybody and
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Let me see. Yeah, it looks like it's the same thing that you have. It's 24 pages, you said?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, let me try and pull one of the, let me pull the current plan and just see if I can make any sense of.
[AGENT][NEUTRAL] Well that's here for you.
[CUSTOMER][POSITIVE] That would be awesome because my squirrels are spinning.
[AGENT][NEUTRAL] Just.
[AGENT][POSITIVE] Yeah, insurance can definitely be.
[AGENT][NEUTRAL] Can be a tricky one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I think it would be easier if I wasn't dealing with so many, you know, because we have benefits in the card and then, you know, as the base provider.
[CUSTOMER][NEUTRAL] For the plan, but then we have APL and MetLife and.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, the benefits in the card was talking about something about 90 degrees or 90 something and I'm like what?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] think about that either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Yeah, because when I look at the brochure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So a lot of it looks like it's pretty similar, like when you go down to like page 4.
[AGENT][NEUTRAL] And um hospital admission benefit $500 a day, one day max um it's the same on the plan that you have now when I can compare like confinement, that's the same.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Critical illness writer, you have the critical illness right now. Let's see what that is.
[AGENT][POSITIVE] OK, so it looks like with the enhanced.
[AGENT][NEUTRAL] The difference is, is when you go down to page 5, for like preventative care, you have this $10 co-pay and then a limit of 4 visits per year and then $10 per family. So your preventative care is all covered at 100%, whereas on this plan, without this enhanced portion of it,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You could go to the doctor and you were, it looks like limited to the 4 visits a year, but the plan was just paying $50 per visit, uh, regardless of what the fee was. So this is now, um, with the enhanced, it looks like it's giving you the uh co-pay, so you know exactly what you're paying.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does also look like that that's applicable when you scroll down on page 5 to like your pharmacy drugs, um, whereas this plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This was just paying $10 per day and a maximum of 15 days for the year when it came to prescription drugs.
[AGENT][NEUTRAL] Um, this enhanced portion of it is giving you for in-network providers only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like a 30 day supply of generic drugs and it says $5 co-payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's.
[CUSTOMER][POSITIVE] That's not bad at all.
[AGENT][NEUTRAL] That's definitely different and that's definitely better. Um, it definitely, as far as like hospital admit, excuse me, hospital admission benefit, um, it ups on that too, so it's giving you, it looks like extra coverage there where like you were admitted to the hospital, so that's being in the hospital 18 hours or longer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The plan was gonna pay $500 for a maximum of 1 day, but with the enhanced portion, you're gonna get $1000 a day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for a max of 1 day, and then after that it would pay $100 a day, whereas before you were just getting $50 a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And I'm hoping to not use that part.
[AGENT][NEUTRAL] Right, right, um.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] So, and like medical imaging, um, it looks like it's $100 per day. But this with the enhanced gives you a maximum now of 2 days instead of just one day. So that's a higher benefit pay or more days that you get. And then if you had to have any like advanced follow-up test,
[AGENT][NEUTRAL] Um, this is paying $25 a day, whereas, oh, it looks like this one was $25 too, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, with the limited benefit plans just because they only pay a set amount, it looks like if you decided to do the enhanced, it definitely would cover you more if you have.
[AGENT][NEUTRAL] Um, like things you take, you know, prescription medication for every day and things of that nature.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, and I, uh, well, most of my stuff right now that I'm medicated for allergies and asthma. Um, I don't take anything for my diabetes or my thyroid yet. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I'm sure that day will come, um.
[CUSTOMER][NEUTRAL] But I just wanna make sure I'm prepared right now that so if that day does come.
[AGENT][NEUTRAL] No, yeah.
[CUSTOMER][NEUTRAL] Because a lot of that stuff is so expensive and
[CUSTOMER][NEUTRAL] My wage barely covers my living, so I just wanna.
[CUSTOMER][NEGATIVE] I have to stretch my dollars as far as I can and, and be thrifty about it, so, um.
[AGENT][NEUTRAL] I hear you. You're not alone on that, so.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's, it's been tough since COVID, so.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I'm telling you, girl.
[CUSTOMER][NEUTRAL] I want my life back, dang it.
[AGENT][NEUTRAL] I am telling you, I'm rethinking all my life choices since COVID.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] You and me both.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] You know, it, it
[CUSTOMER][MIXED] It wasn't so bad, but it was when uh my life flashed in front of me for a few days, um, when I thought it was gonna be over and it's like, oh my [PII], things have to be different if I survive this, so.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Now I'm working to heal myself because I also have long COVID, so I'm dealing with those side effects and so it's like, OK, we have to get our ducks in a row [PII] is our year.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] We're, we're gonna heal and we're gonna be better.
[AGENT][NEUTRAL] Uh, I know, I hear you. So, yeah, I mean.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It definitely would be more, um, I guess for lack of better words, [PII], you know what I mean? It seems like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I mean, it's got, like, on page 10, it's got all this stuff about like,
[AGENT][NEUTRAL] Um, dialysis, home health, you know, that's covered like after deductible and um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it looks like really the major differences like if you're looking on your, what you got from them like page 4.
[AGENT][NEUTRAL] Is really the same as what you have now and comparing it like nothing is really different. It looks like it's on page 5 that's where this enhanced MEC that you were talking about, this is all stuff that's like on top of the plan that you already have, so it, yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] I hope that made more sense to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, and I, I think it, it helps hearing somebody else.
[CUSTOMER][NEUTRAL] Tell me what I read.
[AGENT][NEUTRAL] No, I get it I get it. It's like did I read that right? Did I interpret that right? Yeah.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah, I mean I started looking at it the other day when the text came through and I'm like yeah I can't do this today and.
[CUSTOMER][NEUTRAL] You know, today I was like, we need to look at this stuff and then I'm like, oh my God, I'm going in circles, I don't understand. You know, I, I think because they, instead of putting it side by side and with everything because there's the other plans, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] It's making it more confusing for me than than it should be so.
[AGENT][NEUTRAL] Yeah, and I don't, yeah, I don't blame you on that for sure. It'd be much easier if they could just do them on each page and say if you pick this, this is what you get, or if you pick this, this is what you get.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Right, well, and that's what my uh one of my other jobs, that's what they, their insurance did. You, you have these three choices and it had it all lined up either, um, I think they gave us paper and and digital to look at, um, but it made it so much easier it's like, oh, I get that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm, yeah.
[CUSTOMER][NEUTRAL] OK, I want that plan, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] You know, the companies I'm dealing with now, it's like.
[CUSTOMER][NEUTRAL] They could do so many things so much better and
[CUSTOMER][NEGATIVE] You know, we wouldn't have to call every 5 minutes, hey, I don't understand this, I don't understand this, um.
[CUSTOMER][NEUTRAL] I wish there was somebody I could talk to about that. It's like, hey, I'm looking for a new job.
[CUSTOMER][POSITIVE] Let me do this for you so that other people like me can look at this and be like, oh I get it. OK, this is, this is the plan I want so.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right, right. No, I, I totally get it, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Well, I think I'm definitely gonna sign up for.
[CUSTOMER][NEUTRAL] The mech enhanced, um, and so once I sign up for it, I should, will I get an email notification or will they send me something in the mail?
[CUSTOMER][NEUTRAL] Because you should send me a new card correct?
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][POSITIVE] Right, yeah, you should get new cards, and if at any point, you should get um in the mail too. I was gonna say you should get a copy of your policy and if at any point, like you don't, you can always call us and request that, um, you know, if that's helpful to you. Sometimes people, you know, uh, like to have it as just a point of reference to go off of, but yeah, you should definitely get um confirmation of all that cause you'll probably, you'll get a new policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, number as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. So I'll need new cards and all that good stuff. So, OK. And, and does it take a little bit for it to process once I, um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Click save and submit.
[CUSTOMER][NEUTRAL] Will it be like next month that I'll get that stuff?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would think it should be pretty quick honestly I would check um yeah it should be within this next month when is the, is there an end date for the enrollment [PII] or anything like that?
[CUSTOMER][NEUTRAL] Um, that I don't know.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, cause I don't know.
[CUSTOMER][NEUTRAL] I didn't do that.
[AGENT][NEUTRAL] Let me see if there's anything on this brochure that they gave you guys.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Because I was thinking we once it's received the turnaround should be pretty.
[AGENT][NEUTRAL] Pretty quick. Let's see.
[AGENT][NEUTRAL] It doesn't say.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, I don't have anything either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I would venture to say that it's probably a pretty quick turnaround, um, as far as getting that out to you, but if you ever need, um.
[AGENT][NEUTRAL] Like the card and haven't gotten it, please feel free to call because we can email you a card so you have it right away. um you can also print cards out online. I know you said the the online service center um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] For claims and stuff, it does, it does allow you to print a card there also, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then, but yes, we, we will definitely mail out one as well so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that sounds good well.
[AGENT][NEUTRAL] Anything
[AGENT][POSITIVE] Anything else you can think of today I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it. I just needed to really understand it a little more and.
[CUSTOMER][NEUTRAL] I have made up my mind, so.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][POSITIVE] Not a problem. I'm glad we figured it out, [PII]. If you think of anything else, like I said, feel free to give us a call, OK?
[CUSTOMER][POSITIVE] All right, sounds good thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.