AccountId: 011433970860
ContactId: 4bb22f68-536c-4a01-860b-3271dcecbcaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1775810 ms
Total Talk Time (AGENT): 834614 ms
Total Talk Time (CUSTOMER): 705061 ms
Interruptions: 9
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4bb22f68-536c-4a01-860b-3271dcecbcaf_20250324T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm here with my husband [PII].
[CUSTOMER][NEUTRAL] Um, and Casa Junior, and we're calling about an indemnity plan that he has through his employer and we're
[CUSTOMER][NEUTRAL] Wanting to know because we've been reading over the policy um so when you go to the emergency room that's covered under the indemnity plan.
[AGENT][NEUTRAL] OK, so are you
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] You covered and under the policy or is this your husband?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah, we're both covered under it. It's through his.
[AGENT][NEUTRAL] Uh, were you able to hear me?
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] It's through his employer.
[AGENT][NEUTRAL] OK. And then please give me your last name again. I'm sorry, I did not catch that.
[CUSTOMER][NEUTRAL] No problem. OK, it's [PII]
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And so you do, I just wanna make sure you have some questions on your coverage. Is that correct, specifically for an emergency room visit?
[CUSTOMER][NEUTRAL] Well, yes, but um there, we have a variety of questions. So it does have to do with the ER but it also has to do with hospital stays, length of hospital stays, um, and so forth, you know, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So anyway,
[AGENT][POSITIVE] All right, yes, ma'am. I can help you with this.
[CUSTOMER][NEUTRAL] Yeah, I think I'm gonna
[AGENT][NEUTRAL] OK, I can help you. And what is the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me give that to you. Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], which one of these is the policy number?
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] It's on the card or it's on the piece of paper?
[AGENT][NEUTRAL] It should be on your card, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait, that's ATL, not health [PII], right? um, no, it's on, on me.
[CUSTOMER][NEUTRAL] Yeah, just put her in her stroller. Sorry, we're babysitting our granddaughter. We're we're trying, we're, we're trying to balance that and blank balance this. OK, let's see.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You said the policy number.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And if it's easier, I should be able to look it up with Mr. [PII]'s full social, if that's easier for you all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it says, um, but this is the oh this is the indemnity, so, um, it says 249-865-4 is that what you're looking for?
[AGENT][NEUTRAL] OK, yes, ma'am, so let me get that pulled up. Just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will need to verify several things with you first for security, and then also any information that I do provide will be a verification of benefits and not a guarantee of payment. So if you could
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First, please verify Mr. [PII]'s date of birth and date of birth.
[CUSTOMER][NEUTRAL] Are you?
[CUSTOMER][NEUTRAL] All right. So it's [PII]. And you said the date of birth?
[AGENT][NEUTRAL] Uh, date, date, just date of birth for both of you.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Alright, and mine is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bear with me just a moment, please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK fine fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then also the home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Uh the phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And that'll be, um, well, if you know.
[AGENT][NEUTRAL] know his email address if you could go ahead and verify that this does appear.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] I'm sorry
[AGENT][NEUTRAL] I'm not sure if this is work or not. It appears to be.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] A work number?
[AGENT][NEUTRAL] his work.
[CUSTOMER][NEUTRAL] Your work number [PII], do you know it offhand?
[AGENT][NEUTRAL] Email? His work, no, his, his, his work email.
[CUSTOMER][NEUTRAL] Oh, the email.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] OK, so bear with me a moment while I'm getting some policy information pulled up. I'm just having to go about it a little differently at the moment, so I'm
[CUSTOMER][POSITIVE] Alright, no problem.
[AGENT][NEUTRAL] So sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. So, um, you may go ahead uh with your questions. I'm getting the information's being fully pulled up now.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] It's for ER visits. Are they covered or not covered?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] This policy um does have an
[AGENT][NEUTRAL] Urgency room benefit and I can tell Ms. [PII], I can tell that this policy information is not viewable in our portal. Now I'm going to email Mr. [PII] a user guide for how he can set up his online service center account to where you all can have access to the information online which will give all the benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, information that I.
[AGENT][NEUTRAL] I can tell that this policy for some reason which I would see why it wasn't, it's not viewable at the moment, but I'm gonna put that request in when we get off the phone. So if you can just give us a couple of days, all of this information will be out there for you all, OK, once he sets up his account, um, but for an emergency room.
[CUSTOMER][NEUTRAL] OK, alright, and.
[AGENT][NEUTRAL] Visit for related to outpatient, you know.
[AGENT][NEUTRAL] Accident or sickness treatment. The emergency room benefit on this indemnity plan is $100 per day and a maximum of 1 day per calendar year per covered person.
[CUSTOMER][NEUTRAL] OK, so an ER visit, it's $100.
[CUSTOMER][POSITIVE] And that's basically it, correct.
[AGENT][NEUTRAL] Correct, on this indemnity plan.
[CUSTOMER][NEUTRAL] That's what we're seeing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, then hospital stays, you know, obviously,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't wanna say this, uh.
[CUSTOMER][NEUTRAL] The medical providers, the hospitals, whomever they have contracts with.
[CUSTOMER][NEUTRAL] Um, whether it be the insurance company or whomever it is, and they discount their rates or give them a discounted rate or whatever. But also like with hospital.
[AGENT][NEUTRAL] Well, this particular plan, yes, the
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, no, go ahead, tell me what you're gonna tell me because it probably makes more sense than what I.
[AGENT][NEGATIVE] No, I was just gonna say because this is not major medical, major medical insurance, this is not a network plan.
[AGENT][NEUTRAL] So there's not contracted rates.
[CUSTOMER][NEUTRAL] Right, right, right, but I'm
[CUSTOMER][NEUTRAL] Yeah, so what I'm trying to figure out, so you know you pay the premium for the medical insurance, the dental insurance, whatever, then you buy an additional plan like this one, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hospital indemnity plan, but then when you are hospitalized, they keep you in the hospital for 23 hours. That's not even a day. So how does, how do you get your money from that? you know what I'm saying? That doesn't, they do that because of whatever contract they have, you know what I'm, and, and so they discharge it 23 hours and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, 30 minutes or whatever it is. I don't know, so I'm just trying to figure out how, how the policy actually pays out when you're in a situation like that.
[AGENT][NEUTRAL] OK, so under this, well, if it's, OK, so once you're able to see this information, there's, there are definitions in the policy as far as what a hospital admission or confinement is. OK. So, on this particular plan,
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, I'll just read it to you. We will pay the hospital admission benefit, which when a covered person is admitted to a hospital and combined as an inpatient due to an injury or covered sickness, we will not pay this benefit for outpatient treatment, emergency room treatment, or a stay less than 18 hours in an observation unit.
[AGENT][NEUTRAL] And this benefit is payable once. Mhm.
[CUSTOMER][NEUTRAL] Less than
[CUSTOMER][NEUTRAL] Less than 18 hours, OK.
[AGENT][NEUTRAL] Correct, if it's considered outpatient.
[AGENT][NEUTRAL] Or emergency room treatment or a stay of less than 18 hours in an observation unit.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And that's for the hospital admission benefit.
[CUSTOMER][NEUTRAL] Alright, OK, and what, what is it that you get for a hospital admission? Is that $100 also? Or is there something more than that?
[AGENT][POSITIVE] There is an admission benefit.
[CUSTOMER][NEUTRAL] I know that
[AGENT][NEUTRAL] They're on this plan, there is an admission, a hospital admission benefit, which is $1500.
[AGENT][NEUTRAL] That benefit is for, it's per day, but a maximum of one day.
[CUSTOMER][NEUTRAL] Right. And, and the day is 18.
[AGENT][NEUTRAL] Per calendar year per covered person and if you were to, if he were to have, right, if he were to have this here either one of you, you know, if you were admitted and you were there multiple days, there's also a confinement benefit of $100 per day with a maximum of 30 days per calendar year per covered person.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, but um.
[CUSTOMER][NEUTRAL] It has to be 18 hours or more, so, OK, got that.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And I'm trying to think if there's anything else. [PII], was there anything else we needed to ask her? She's gonna send something to your email.
[CUSTOMER][NEUTRAL] Yeah, other than she.
[CUSTOMER][NEUTRAL] Can you answer questions about the critical illness plan cause he has a critical illness plan through you all also. And he had a diagnosis of prostate cancer um in December and had surgery in January.
[CUSTOMER][NEUTRAL] So like, you know, some of the diagnostic tests for the, you know, cancer or critical illness were done in December, and then the surgery, and then some were done in January and the surgery was done.
[CUSTOMER][NEUTRAL] I was.
[CUSTOMER][NEUTRAL] [PII] so.
[AGENT][NEUTRAL] OK, let me pull that policy information up.
[CUSTOMER][NEUTRAL] It's a different policy number. I can get that for you if you need it.
[AGENT][NEUTRAL] That's OK. I, I can cross. Yes, ma'am. That's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now again, you know, any information that I do provide is a verification of benefits, not a guarantee of payments so.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] On if it's an invasive answer.
[AGENT][NEUTRAL] Miss [PII] for Mr. [PII], that's a $10,000 benefit.
[AGENT][NEUTRAL] For you, it would be a $5000 benefit.
[CUSTOMER][NEUTRAL] OK, so when we say invasive, it has to have spread throughout the body.
[AGENT][NEUTRAL] Give me
[AGENT][NEUTRAL] Yes, let me, I was gonna go on down and tell you that there's non-invasive cancer. That benefit is 2500 for him and it would be 1250 for you.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] So it's essentially a half.
[CUSTOMER][NEUTRAL] I guess I'm just trying to figure out what, you know, invasive, you know, if, if it were, you know, in the lymph nodes, I guess that's invasive if it's not in the lymph nodes, it's noninvasive.
[CUSTOMER][NEUTRAL] You know, I don't know how, I don't know where you get the thing. I don't know where I get the definition of invasive, non-invasive kind of thing, so.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, and I, no, ma'am, I totally understand that. Now, uh, again, on this particular policy though, once he sets up his profile, this policy is in the
[AGENT][NEUTRAL] Portal already so you all can look at this, but it does give the definition of invasive cancer, which is a malignant tumor characterized by the uncontrolled growth and spread of malignant cells as well as invasion of neighboring tissue including leukemia, lymphoma, sarcoma, multiple myeloma unless otherwise excluded below, the disease must be supported by histological evidence of malignancy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A clinical diagnosis of invasive cancer will be accepted with a pathological diagnosis cannot be made when a pathological diagnosis cannot be made, provided medical evidence substantially in it documents the diagnosis of invasive cancer. Invasive cancer does not include pre pre-malignant tumors or polyps, any non-melanoma skin.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancers and any noninvasive cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. All right. OK. So, um.
[AGENT][NEUTRAL] And it will also break down and gives you a pair, there's, you come on down because they're essentially in alphabetical order, the definitions in the policy, and then it will have non-invasive cancer, just a little farther down.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] A couple of paragraphs again.
[CUSTOMER][NEUTRAL] OK, and when you say alphabetically, are they like by um area of the body, so could we find it? No, OK.
[AGENT][NEUTRAL] No. This, this essentially just a, yeah, just a standard alphabetical, you know.
[CUSTOMER][NEUTRAL] Oh, all right. OK. All right. Anything else, honey?
[CUSTOMER][NEUTRAL] OK, what, what, um, so the documentation that you need to make the claim because unfortunately the way things are, the, the hospital.
[CUSTOMER][NEUTRAL] Slow, I mean, I know it's only March and it was done mid, well, OK, say mid January, it's um mid March now or whatever so we're 2 months to like 8 to 10 weeks out, but we're not getting paperwork that has, you know, stuff like that. We might get a few things from his portal at work with EOBs but nothing that.
[CUSTOMER][NEUTRAL] Like I don't have, I mean, in his, his portal at the hospital, you know how they do that electronic medical charting we can see things and we might be able to, I don't know, I don't know if you print that out and send that to you. I don't know how we show you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] OK, so first off, unlike most insurance companies, Ms. [PII], we do not have a timely filing limit. OK? So you don't have to worry about if, if it's been 10 number of days and the claim, you know, no, we don't, we don't have that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there are specific claim forms for the different types of policies that you all have. So there's like one for hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Would you
[AGENT][NEUTRAL] And one for there's a critical.
[CUSTOMER][NEUTRAL] Yes, we do have that.
[AGENT][NEUTRAL] OK, so the both, all of our claim forms on page one.
[AGENT][NEUTRAL] Have all of the instructions for completing the form and what additional documentation you need to provide.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] They're listed in bullet points so you can always just recommend to use that as a checklist if you all are gonna be filing these claims um yourself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once Mr. [PII] has set up that profile with, you know, and I'm gonna send that user guide that will also give instructions on how to upload information directly into the portal for our review because that is the quickest way to get information to us for review, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the claim, all of that can be uploaded there. He can also add in direct deposit information so that if there are benefits that we are able to pay on the claims, they can be electronically deposited uh versus us having to mail a paper check, but that is strictly, you know, y'all's preference.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, so that
[CUSTOMER][NEUTRAL] You understand all of that.
[CUSTOMER][NEUTRAL] Yeah, we just, um, but when you said if he's gonna be filing it himself.
[CUSTOMER][NEUTRAL] You have like people in um companies's HR departments that file leads for them employees I'm like yeah, wouldn't that be nice if there was somebody else that that could file this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Right. I mean, you know, most of the, most providers will file, but, you know, they, with the critical illness policies, they may not. That would just be a question that you would have to, you know, speak with the providers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, got it.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] So that's why on these, you know, really detailed instructions on our claim forms.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, what about you, um, any other questions? Well, she said you have to read the bullet points on the front page of the thing, so I don't know if an estimate of benefit is sufficient.
[CUSTOMER][NEUTRAL] Because I mean the only thing I've gotten so far is the anesthesia bill.
[CUSTOMER][NEUTRAL] That I know of. I I haven't gotten anything else.
[CUSTOMER][NEUTRAL] it's fine. And she said you don't have like a time limit, not that you wanna put it off forever, but and it's $22,500 if it's noninvasive $10,000 if it's invasive, which um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Anyway, so, and then, um, if you're in the hospital over 18 hours, then it's 1500 I think it is so that's the question if they classify as outpatient surgery, um, she said as long as it's an observation over 18 hours, yeah, it was that's that's 15 that's the.
[AGENT][NEUTRAL] Now, there is
[AGENT][NEUTRAL] There is a separate benefit under, well, under the hospital indemnity plan for a surgery benefit, whether that's done in the hospital.
[CUSTOMER][NEUTRAL] Like 23 hours and 9.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, on an outpatient, you know, or an outpatient hospital facility, freestanding surgery center. There is a $1000 per day benefit for that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] At a maximum of one day per calendar year per covered person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would be the outpatient benefit.
[CUSTOMER][NEUTRAL] Yeah, no, see what it, it was.
[CUSTOMER][NEUTRAL] It was done at a legitimate hospital, you know, what we would consider a main hospital setting through LCMC, but the problem is that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, I don't know whether it's bed. They don't have the proper number of beds to accommodate all the people during certain seasons of the year that are sick or this or that, and they keep you in a room that would basically be like an observation room, outpatient room, whatever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they keep you there, not for 24 hours, but 23 hours and a half or something like that. And you go, OK, well, so what does that do to my hospital indemnity plan, you know.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] But I think you answered that question.
[AGENT][NEUTRAL] Sure. And that again, that's gonna come in today, yes, ma'am, depending once we receive the medical records to see how that was classified. But even, you know, if for some reason,
[AGENT][NEUTRAL] The hospital admission benefit or the confinement benefit did not apply, you know, for the surgery portion of it, that, that would be considered, you know, outpatient.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Whether, again, if it's done at the hospital center or an outpatient hospital facility, then that benefit for that would be 1000 per day and a maximum of 1 day per calendar year per covered person.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, well, we will try to.
[CUSTOMER][NEUTRAL] Somehow, uh, get everything that we need to you all, so you said it's best to do it through the portal, right?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, I mean, if you all have a computer, you can't upload currently from a phone. Um, but the user guide that I'm going to email, Mr. [PII], it
[CUSTOMER][NEUTRAL] Right, [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It tells you know like what size files, you know, what format, that type of thing. It gives all that information if or.
[CUSTOMER][POSITIVE] OK, alright, sounds good well thank you so.
[AGENT][NEUTRAL] Any reason you cannot upload it, mail it as the fax number and the mailing address are on the bottom of each page one also of the claim forms.
[CUSTOMER][POSITIVE] OK, alright, well thank you very much. Oh, I'm sorry, go ahead.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] Well, you are certainly very welcome. No, I was gonna say I'm fixing to send this email in just a moment to him. The email that he will receive is going to come from [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And I will put APL online service center portal in the subject line. It shouldn't go to his spam, you know, but if he hasn't seen it, I would say in less than 10 minutes, he may want to check one of those folders.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Is it possible to send it to our home email as well?
[AGENT][NEUTRAL] Now, if you would like, Mr. [PII], I can update your email that we have on file. If you would rather have your, now, let me look to see. Depending
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we receive the enrollment information for your group electronically so I can change it to your personal and that way you can set up your profile with your personal email just so that you know there is a possibility if we receive a file from your employer that has your work email address on there, it can override my change, but I can do it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, if it can override the change that's fine.
[AGENT][NEUTRAL] Now, and you can
[AGENT][NEUTRAL] But, you know, if I change it to the personal and the file comes in with his work email, it will, it will change it back to his work email. So I just don't want you to think I didn't change it. So what.
[CUSTOMER][NEUTRAL] That's all I.
[CUSTOMER][NEUTRAL] It's just saying right now it'll be ours, but if EIS sends something then it'll be the work one and that's fine that's fine.
[AGENT][NEUTRAL] It could possibly, yes. OK. So, what is your, um, Mr. Casa will have to tell me for security purposes what email to add.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, so [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so that is the email that I will send that information for and I'll do that in just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I can help you all with today?
[CUSTOMER][POSITIVE] Nope, I think that's all. Thank you very much. Thank you.
[AGENT][POSITIVE] OK. Well, you're both very welcome and thank you for calling APL. I hope you both have a very nice day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you, bye-bye.