AccountId: 011433970860
ContactId: 618a576f-1eb8-4ac1-b90a-f8bb06ea56fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2257860 ms
Total Talk Time (AGENT): 730656 ms
Total Talk Time (CUSTOMER): 601762 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/618a576f-1eb8-4ac1-b90a-f8bb06ea56fb_20250421T18:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, [PII]. I wanna check the status of my case.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your claim status. And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, my number is [PII]. Um, I do not know my policy number but I can give you my social.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[AGENT][NEUTRAL] And it's kind of taking its time. I apologize. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[AGENT][NEUTRAL] And now which um policy is it for?
[CUSTOMER][NEUTRAL] Short term disability.
[AGENT][NEUTRAL] Oh here we go. OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. and Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. My email address is [PII], and my address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing as of [PII], the claim is in medical review with Doctor [PII] Um, so, once Doctor [PII] checks everything and reaches out to the doctors and does his review,
[AGENT][NEUTRAL] Then, um, we can go ahead and continue with the claim for the final for the decision. The only thing is there's no turnaround for that, so I can't say like in such and such days he'll be done, but um.
[AGENT][NEUTRAL] As soon as he's done with the review, it does come back to us to continue processing. I just don't know.
[AGENT][NEUTRAL] How long he needs to review.
[CUSTOMER][NEUTRAL] OK. And how long does short-term disability last?
[AGENT][NEUTRAL] Each policy is different. Let me see what yours is. Hold on one second.
[AGENT][POSITIVE] Oh and I did just see that we sent it out, uh, we sent the request for the medical records out on the [PII]. 0, and they got it back quick.
[AGENT][NEUTRAL] If they got it back from the [PII] and he, oh, now that's good. Um, they got it back in 2 days. Hold on one second. I did, I wasn't expecting to see that, looking for this. Um, the maximum.
[AGENT][NEUTRAL] Disability, illness, and sickness is 90 days for this policy.
[CUSTOMER][NEUTRAL] OK, so, oh, I should be back to work by then.
[CUSTOMER][NEUTRAL] Before then, right? Cause it's only
[AGENT][NEUTRAL] How
[AGENT][NEUTRAL] How long have you, oh wait, this is, this is the first time?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, this is like the first one. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, from March, April, May.
[AGENT][NEUTRAL] 30, 60, 90, like June is 90 days.
[CUSTOMER][NEUTRAL] OK, cause I go back to work on [PII].
[AGENT][NEUTRAL] Oh, well, yeah, you'll be back to work. Um, so they'll just depending on that might be one of the things they're reviewing, depending on the, um, days that your doctor has you out, um.
[AGENT][NEUTRAL] You said you go back on the [PII], so it won't be a full month, but you'll still get something for May.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What about April?
[AGENT][NEUTRAL] I mean, April for sure, because that's what's in processing. I was just thinking about the next month.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] And so how do they, do they do the claims as you like how, like what, how do they do the claims? Like, do they do the, do they pay the claims once a month? Do they pay them every week or every two weeks?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so when you get your, so to answer the question, it's paid monthly around the [PII] of each month. Um, so like when this claim that's in processing finishes processing, you'll receive, well you have direct deposit. So you'll also receive in the mail like your explanation of benefits.
[AGENT][NEUTRAL] In that explanation of benefits is also going to have the continuation or if you wanted to go online and just print out the disability, I mean, not print it out, but if you want to go online and get the disability form, the continuation part is just your part, I think it's pages 2 and 3.
[AGENT][NEUTRAL] You're, you're going to have to fill that out and send it back to us, so the next month begins process and to be honest, you really could send it in now so that if it does make a hole like this one, it shouldn't, but if it does, you still have time, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just, I tell my patients usually when you get your first check or, you know, your first explanation of benefits, go ahead and send that continuation and so we can start processing for the next month. Even if you get it in early, they'll let you know it's processed, the claim has been processed, but we can't release anything until the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK, I just wondered because at this point, I'm almost homeless.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Because I haven't received, yes, I haven't received anything. I have nothing for the month of April. No, nothing to pay on my rent, nothing to buy my groceries or anything.
[AGENT][NEUTRAL] OK. Um, the only thing that I can say to do because like I don't, we don't even have like a number or anything to try to reach Doctor [PII] Let me see if I can see who's who the examiner is to see.
[AGENT][NEUTRAL] If maybe they can look and see. Hold on one second.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] Oh, no, Ms. [PII] is processing this, so, um, that's a good thing.
[AGENT][NEUTRAL] As soon as she um received it, received the um
[AGENT][NEUTRAL] The review back from Doctor [PII], she processes it.
[AGENT][NEUTRAL] I don't want to say immediately, but she's very quick about it and she puts a lot of notes in here. So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if I can, I'm just gonna, if you don't mind, I'm just gonna place you on a brief hold, see if I can reach out to Ms. [PII] and see if maybe she has more of an update um to try to provide to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh no, it's.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[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] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So yes, I did reach out to Ms. [PII], um, she said that, so basically, um,
[AGENT][NEUTRAL] I don't want to say it's taking so long, but because this is a new policy, another he's looking for, he's trying to make sure that this is not pre-existing. So that's why he has to check so thoroughly because if it is, then that's, and we pay out, that's a whole another can of worms. But he's trying to make sure that there is no pre-existing condition because the policy is less than 12 months old.
[AGENT][NEUTRAL] Um, so, Ms. [PII] says she has an eye on it. As soon as she receives it, she's gonna go ahead and process it whether it's pre-existing or not, so that we can get the decision out to you. Um, but she said it just went over to him on the [PII], which was Friday, so he's probably just not seeing it today, um.
[AGENT][NEUTRAL] If not tomorrow because we don't work on the weekends.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I told her what's going on and
[CUSTOMER][NEUTRAL] Today is Monday.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Today is Monday.
[AGENT][NEUTRAL] Right, so I'm saying he
[CUSTOMER][NEUTRAL] You said you don't work on the weekends.
[AGENT][NEUTRAL] Right, so we received it on the [PII], which was Friday.
[AGENT][NEUTRAL] We don't work on the weekends, so he probably just seeing it today or tomorrow.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but she said that she um has it and as soon as she gets it back, um, she'll go ahead and process it for you, whether it does come back that is pre-existing or not, if it, if it is pre-existing, um.
[AGENT][NEUTRAL] The policy would not pay. If it's not, then we'll go ahead and pay it out, but that's what we have to determine because of the
[AGENT][NEUTRAL] The policy was opened in February.
[CUSTOMER][NEUTRAL] Oh, I had it once before.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] I had a short-term disability once before when I first started working for the company. And then um I'm, when, when I decided that I wasn't, I dropped a whole lot of stuff and then when it was open enrollment, I put everything back on.
[CUSTOMER][NEUTRAL] Because I didn't realize I didn't have the vision, I didn't have the dental. I just didn't know what I was doing.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I had the short term, yeah, I had the short-term disability before for over almost a year.
[AGENT][NEUTRAL] OK, now that's different. So hold on one second.
[AGENT][NEUTRAL] Because I do see like all the other policies show April, April, I'm sorry, [PII].
[AGENT][NEUTRAL] And then this one is the only one that has [PII]. Let me look at this, um.
[AGENT][NEUTRAL] Cause that could.
[AGENT][NEUTRAL] That could change things.
[CUSTOMER][NEUTRAL] Yeah, I've had it before.
[AGENT][NEUTRAL] Was the other disability policy with us as well?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's effective [PII].
[AGENT][NEUTRAL] Surgery was on [PII].
[AGENT][NEUTRAL] Let me, let me reach out to customer service. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, ma'am, I don't mind.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, memory, it's [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good and how are you?
[AGENT][POSITIVE] I'm doing good. Um, I have, well, can you look at this with me?
[AGENT][NEUTRAL] I'm not sure that I need to transfer. She, she just popped the question on me and I'm like, wait a minute. Um, it, it's policy number 259.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 6501.
[AGENT][NEUTRAL] I don't think
[CUSTOMER][NEUTRAL] OK. Do I'm off it.
[AGENT][NEUTRAL] Yes, OK, so she has a claim that's in processing that the Bart is reviewing it because
[AGENT][NEUTRAL] The way it looks to us is that the policy just was established in February and it's, you know, less than 12 months. So,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When I'm going through all this with her, she said, well, I've had, but I've had the disability policy as long as I've had my other policies. She was like, I've had it for almost a year. Now her other policies do say [PII]. I do you see anything on your end that shows she maybe could have, because I don't see.
[AGENT][NEUTRAL] I don't see any notes in here. It's looking like this was open February.
[CUSTOMER][NEUTRAL] Uh yeah, so it looks like to me, hold on just a second, let me check the big website and see if I can look at it from their point of view. Oh gosh, I can't remember my password. OK, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah, got it on the first trial. Look at that. OK, let's see.
[CUSTOMER][NEUTRAL] Last four of the social is [PII]. Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] dental term like vision critical illness group accident. Nope, according to the big website, um, her current enrollment is the only one that she's had that has that short term disability.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] So she did not have it on any previous enrollments with Vic, so yep.
[AGENT][POSITIVE] All right. Well, thank you.
[CUSTOMER][NEUTRAL] We're not showing that she's had it.
[AGENT][NEUTRAL] I just need a little cushion because I knew that wasn't gonna be the answer she wanted to hear.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she'll need to, if she was supposed to have it before now she needs to check with her employer or Vic.
[AGENT][NEUTRAL] Contact me.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][POSITIVE] OK. I will let her know. Thank you so much.
[CUSTOMER][POSITIVE] All right. You're welcome, ma'am. Have a good day.
[AGENT][NEUTRAL] All right. You too. Bye-bye.
[AGENT][NEUTRAL] OK. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, so I just uh was on the line with customer service. Customer service is the department that puts um the policies together, works with the premium, terminate all that. So, she looked on Bes in a cards website, which is who sends us your enrollment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is the only enrollment uh for the direct for direct deposit for the disability um policy was February of this year.
[AGENT][NEUTRAL] But she said if you were supposed to be enrolled in disability like like back in [PII], like the other ones, then you'll have to contact benefits in the card because all of our stuff comes from the employer. They send it to us once the elections are made and then we generate the policy. So, if the election is incorrect and it was supposed to be back in March, um, you'll have to contact benefits in the card so they can send that to us in writing and we can change this um.
[AGENT][NEUTRAL] Eligibility date and then hopefully that could cancel out all of this pre-existing condition because if the policy is a year old that we wouldn't have to worry about that. It's because the policy opened in February and then a claim was filed in March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I have the number for benefits in the card. I can transfer you over as well if you'd like to to however you want me to handle it, but if you feel like you were supposed to be enrolled back in [PII] with the other ones, then we can definitely go through the steps to get that corrected.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, that'd be great. What's the number?
[AGENT][NEUTRAL] You want to do that? OK. Um, hold on one moment, let me get their number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you want the number as well, or you just want me to transfer you over to them?
[CUSTOMER][NEUTRAL] Yeah, give me the number.
[AGENT][NEUTRAL] OK. It's 800.
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] 4858.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and Ms. [PII], before I transfer you over, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and hold on one moment while I get a representative for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from APL. I have an insured on the other line, um, who wants to talk about her, her enrollment. She's under the impression that her disability, um,
[AGENT][NEUTRAL] Policy, I was gonna say claim. I'm sorry. Policy should have been active in [PII] like her other policies, but the customer service rep here checked the big site and it's not showing that, so she's wanting to see what she was truly supposed to be enrolled in and if it was March to see if something can be, you know, sent to us so we can change this effective date.
[CUSTOMER][NEUTRAL] Wait, so she's not supposed to have short-term disability whatsoever, or she is supposed to have it?
[AGENT][NEUTRAL] She has it. She's saying that she's supposed to have been enrolled [PII] like her other policies. Her disability is the only one that's been effective since February of this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I open her file? What's your first and last name?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Her name is [PII]
[AGENT][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And then what um staffing agency is she with?
[AGENT][NEUTRAL] She's with MA well, management analysis and utilization.
[CUSTOMER][NEUTRAL] OK, I met you in [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEGATIVE] Oh, I lied. I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, yeah, so I'm looking into her file and it looks like, um, I'm looking right now and it looks like when it first started, when she first enrolled back in [PII], she had dental term life and critical illness group accident, um, the preventative play behavior, health, and I identity protection. She didn't have short term disability then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Oh, that's when she
[CUSTOMER][NEUTRAL] Then it looks
[CUSTOMER][NEUTRAL] Uh, yeah, she called in on [PII], so she called in in July.
[CUSTOMER][NEUTRAL] To change her coverage, she wanted to cancel some plans that were under a restriction with the IRS, and it looks like it looks like she called in to cancel coverage but due to section 125, she was informed.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] member was allowed to cancel, so she was allowed to cancel term life critical illness group accident behavior health and ID experts and since she was under that restriction, they told her that uh for her to cancel her preventative plan, dental vision she would call that she would have to call within company open enrollment which was between December and January. Then she called in.
[CUSTOMER][NEUTRAL] On the [PII] to add a group accident dental short term disability, critical illness term. But she called in on [PII] and that didn't become effective until February, yeah, until [PII]. That's when the short term disability went into effect. So from [PII] of this year.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Until February.
[CUSTOMER][NEUTRAL] On the [PII], that's when she, her new plan started cause she only had dental, um, she, on the [PII], she only had
[CUSTOMER][NEUTRAL] Cause I was looking at, I was like, wow, she changed a few times, um, but like for preventative, she only had preventative dental and vision, um, in January. Then she called in to make those changes on the [PII].
[CUSTOMER][NEUTRAL] Um, and then they went into effect into, um, [PII], but I don't know if she remembers that she did all of this, but there's like notes in the system and everything. Then that when she finally conned like in January, the plans went into effect in February, but of course February of this year because she added.
[CUSTOMER][NEUTRAL] A, she added um short term disability. She added critical illness term life, vision, behavior, health, um, but she didn't, she didn't call in until January though, so they didn't go into that until the month of February.
[CUSTOMER][NEUTRAL] February and the date was the [PII]. They went into that on [PII] of this year and yeah, so we wouldn't be able to do anything because she didn't, she didn't.
[AGENT][NEUTRAL] She wasn't enrolled.
[CUSTOMER][NEUTRAL] Yeah, and, and, yeah, no, I wouldn't be able to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, she's
[AGENT][NEUTRAL] Can you, um, can you talk to her about it because she, I don't know if she's gonna, um, well, I mean, there's nothing we can do to change it because she was in her room.
[CUSTOMER][NEUTRAL] Yeah, I can tell her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's fine. Well, yeah, there's, yeah. Yeah, I mean, that's the thing. She, she kinda, she, I mean, she did call and make these changes herself.
[CUSTOMER][NEUTRAL] And she never called um.
[CUSTOMER][NEUTRAL] Like the thing is she called in January.
[CUSTOMER][NEUTRAL] She had like a long time without those plans and owns. Uh, yeah, yeah, you mean you can I mean I I'm gonna have to tell her cause like when she enrolled in [PII], she didn't even have short term disability. She didn't even have that until.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] Oh, when she called in January.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, when she called in January, that's when she um.
[CUSTOMER][NEGATIVE] Cause she didn't even, she didn't even select that in the month of in the month of March when she first enrolled, she didn't even have short term disability. She had other plans, yeah, but she had dental, term life, vision, critical illness, group accident, preventative behavior, health and identity protection. She was never even enrolled into that to begin with. Then she called to one cancel some of those.
[CUSTOMER][NEUTRAL] Plans which they did, but the ones that they that she was kept under was the preventative dental vision because it was under that IRS regulation that doesn't allow you to cancel it whenever you want to you either have to be within company open enrollment or within your personal open enrollment which of course that was so she was, yeah, so she was kind of forced into keeping those plans then she called in.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Like something going on.
[CUSTOMER][NEUTRAL] On January.
[CUSTOMER][NEUTRAL] To add those, but they didn't become effective until February. Actually, they didn't become effective until Wednesday.
[CUSTOMER][NEGATIVE] They didn't, yeah, they didn't become effective until.
[CUSTOMER][NEUTRAL] [PII] and that's when she finally had short term business because I did her enrollment when she finally added it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But she, it wasn't became effective like I said until February.
[AGENT][NEUTRAL] February.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah and she didn't even have it in March so yeah you can just um transfer her because I'm gonna have to tell her that unfortunately we can't do anything because like I said she she wasn't enrolled into it and there's like notations in the past and.
[AGENT][NEUTRAL] Go back, right.
[CUSTOMER][NEGATIVE] I mean, we're looking at it right now and unfortunately, she didn't even have it to begin with.
[AGENT][NEUTRAL] OK. Well, um, can you tell me your name again? I'm sorry, I didn't put it in my notes.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, and I'm [PII] and hold on one moment, I'm gonna get her, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I'm sorry for that wait. I have [PII] on the line and she's going to be assisting you further with your policies, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, good afternoon, um, she.