AccountId: 011433970860
ContactId: 6c3263b2-b49c-4c95-bc65-ecdb9ccd0826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1791160 ms
Total Talk Time (AGENT): 703532 ms
Total Talk Time (CUSTOMER): 904627 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6c3263b2-b49c-4c95-bc65-ecdb9ccd0826_20250102T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Epo [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello, my friend [PII] was a cute little chihuahua.
[AGENT][NEGATIVE] That's a pain in the butt Chihuahua.
[CUSTOMER][POSITIVE] But he's so cute.
[AGENT][NEUTRAL] Yeah, he is cute, but
[CUSTOMER][NEUTRAL] Duly la.
[CUSTOMER][POSITIVE] OK, I was so happy to see that. Um, I have policy number 237.
[AGENT][NEUTRAL] Hold a moment which one I wanna open.
[AGENT][NEUTRAL] OK, 2317.
[CUSTOMER][NEUTRAL] No, just 237. Hm.
[AGENT][NEUTRAL] 0, 237.
[CUSTOMER][NEUTRAL] 3837
[CUSTOMER][NEUTRAL] [PII]. She's calling regarding her claim denial. We've gone over everything, but she has a a lot more questions. I did tell her that it was preexisting so that year before the effective date, it would not have been.
[CUSTOMER][NEUTRAL] Paid
[AGENT][NEUTRAL] So she speak any cause you call from like the Spanish cue that's why I was asking.
[CUSTOMER][NEUTRAL] Well, I'm gonna stay on the line. She does speak some English, but I'm gonna stay on the line in case she doesn't understand something.
[AGENT][NEUTRAL] OK. What's the callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] OK, you can come for the service.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. Have a good one. Happy New Year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Gracias, the name was [PII] this no [PII] OK.
[CUSTOMER][POSITIVE] OK, [PII]. OK, [PII] thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII], um, the rep said she had a question about a claim denial.
[CUSTOMER][NEUTRAL] Mhm mhm. OK, yes, I was talking uh to the lady, I forget her name, sorry, um, uh, she just explained me that my cancer policy it was delayed, um, because that preexisting condition. So, um, the period that I was insurance with you APN it was [PII].
[CUSTOMER][NEUTRAL] [PII]. So, I know that my diagnosis was on the [PII].
[CUSTOMER][NEUTRAL] And I start the treatment and
[CUSTOMER][NEUTRAL] I'm still, I just finished on August.
[CUSTOMER][NEUTRAL] Mm [PII] of this year with my last chemo.
[CUSTOMER][NEGATIVE] And I'm not going to continue because there is nothing to do with me, that's what the doctor say, so.
[CUSTOMER][NEGATIVE] But, well, I'm just trying, you know, I'm not working right now because my condition, side effects. I am disabilities right now. And I was just trying to, to see it's something I can get because I'm not working I don't know. So, uh.
[CUSTOMER][NEUTRAL] My question is, why you don't pay anything, uh, the other insurance that
[CUSTOMER][NEUTRAL] It's now with the school. They pay me some, just not too much because I start with [PII].
[CUSTOMER][NEGATIVE] And, and I just stopped working.
[CUSTOMER][NEGATIVE] And I finished with the treatment because there's nothing to do. But I was expecting that you APL paid something. So, I don't, I didn't know about this.
[CUSTOMER][NEUTRAL] Preexisting conditions, so.
[CUSTOMER][NEUTRAL] I really I would like you to explain to me, I have the opportunity to get something I pay. I know it's a lot of money that that my insurance has to pay and me too. I have, I have a debt.
[CUSTOMER][POSITIVE] That I don't know what is gonna happen, so that's why I'm just trying to see if I can recover something and please just let me know that I have the chance to get any.
[CUSTOMER][NEUTRAL] Or what can I do? Because
[CUSTOMER][NEUTRAL] I mean, nobody told me about this when I get this policy that
[CUSTOMER][NEGATIVE] It was, uh, not able to get any payment.
[CUSTOMER][NEUTRAL] Payment for all these treatments, so.
[CUSTOMER][NEUTRAL] Can you explain me?
[AGENT][NEUTRAL] OK. So let me just look at your claim that was submitted and then I'll look at your policy. But I can say as far as the pre-existing condition, um, if you're diagnosed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, before the policy starts, then we, um, then that's the way it goes. There's, there's a.
[AGENT][NEUTRAL] It's only for treatments that are done during the time frame that is active. So, um, that's how that portion works, but as far as, let me see what else is on here. Give me one second.
[CUSTOMER][NEUTRAL] Yeah, because when I get these policies, I mean, nobody told me that.
[CUSTOMER][NEUTRAL] You know what, you have a condition, existing condition, and
[CUSTOMER][NEGATIVE] There's no reason that you have been paying, you know, this deduction from my check and
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Now that I think my situation is.
[CUSTOMER][NEGATIVE] Really bad and I know I can work.
[CUSTOMER][NEUTRAL] I am trying to see if I can get something and it's really weird because the other insurance, the current insurance for this new school there, they pay me some.
[AGENT][NEUTRAL] Yeah, I mean, that's more likely because you already have the policy, but like I said, um, what you submitted to us, these dates of services were before your policy became active. So anytime anything is submitted to us and the policy was not active, we can't pay anything.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, but I wonder why this policy pay me some. It's, it's new and it start in September.
[CUSTOMER][NEUTRAL] Uh, 1st 20004.
[CUSTOMER][NEUTRAL] Is the, the current policy.
[AGENT][NEUTRAL] Yeah, so that's what I'm saying. I mean, and that's what any policy get whether it be cancer or for medical policy. If you have services before the effective date, like we can't pay for previous services. If you have like services during the time from the the policy is active, then we can pay, but anything before that, it's not payable.
[CUSTOMER][NEUTRAL] No, because they pay me just right now, this, this month, and, and the treatment was in August.
[AGENT][NEUTRAL] Yeah, so I mean it's probably that company, but like I said, as far as our policies, we can't pay for anything that was done prior to a policy being active or even if the policy was term and you had services after it's the same thing. So any dates of services would have to be during the time frame that the policy is active.
[CUSTOMER][NEUTRAL] Uh, I mean, on September, on September.
[CUSTOMER][NEUTRAL] Well, you know what, I, I didn't know that I have even, even the policy.
[CUSTOMER][NEUTRAL] When I called benefits uh for my school and to explain exactly what I, what I have and say you have cancer, poly, critical illnesses.
[CUSTOMER][NEUTRAL] And I said, you can do planes. I didn't know nothing about it. So, and, and I'm just trying to do that because
[AGENT][NEUTRAL] Yes, so you would have signed up for this policy through your employer, um, like I say it was active since of [PII]. So, um.
[AGENT][NEUTRAL] So that's when you signed up um through them because they do, that's how they were able to sign up for the um the withdrawal from your, for your premium.
[CUSTOMER][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] Can you explain the preexisting [PII] that might help because I do see a data service of 9123.
[AGENT][NEUTRAL] So her, on her policy is not really preexisting because I'm thinking on this because normally when preexisting, we request for medical records.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And so in this case, they don't, I don't see that they did, but that's because her dates of services are prior to her effective date. So her date of service effective was [PII] and the dates of services of before that date. The only date that's after that, it's the [PII], but on that one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The policy had lapsed. Wait, yes, hold on one second, let me go back to the phone.
[CUSTOMER][NEUTRAL] Yeah, [PII] and 124, but I was looking at the 9123 data service.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see what that one is, hold on one second.
[AGENT][NEUTRAL] So that denial is for preexisting. So, so it's, it's both. So basically, the policy was not active, but they said the policy was active um on the date she was diagnosed, which was the [PII]. The preexisting, it's 12 months prior to the fact that, so it would have been.
[AGENT][NEUTRAL] Um, hold on a second.
[AGENT][NEUTRAL] 912. So yeah, it would have been 12 months prior, so it still would have fall up under that, that pre-existing time frame which is on the policy at the beginning, um, 12 months prior.
[AGENT][NEUTRAL] So since she was, so since she was diagnosed [PII], that means she would have been having treatment during that 12 month time frame prior to the policy being active, so it falls upon the preexisting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is the, the day that I start with you guys, the policy?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Yeah, and because, you know, during that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Let me see, I have something right here. Yes, I have been writing, I start a new chemo treatment on the [PII].
[CUSTOMER][NEUTRAL] That will be covered for you, you know, it was a 6 treatments.
[CUSTOMER][NEUTRAL] But it was, I've uh started on [PII].
[CUSTOMER][NEUTRAL] So I was just looking at this paper and I said, wow, that's what I was covered for you, APL and
[CUSTOMER][NEUTRAL] And then the, the school chain to Cho, another company, but they pay me.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And like I said, every, every company operates differently and like I said as far as us, we don't, we wouldn't pay because like I say, it's pre-existing. So, um, so like I said, you would have to contact them to find out what their, what their policy is, but like I said, ours is that we don't pay for anything that's prior to an effective date or even after an effective date.
[CUSTOMER][NEUTRAL] I mean, let me understand this because I have everything a pre preexisting condition.
[CUSTOMER][NEUTRAL] Because it was actually before I start.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] There is no any chance, any possibility I have been paying all year for this policy for nothing.
[AGENT][NEUTRAL] Yeah, so normally when people get the policy it's because they determined that they, I mean, they're just getting it for they're saying that, I mean, they might get canceled during the time frame that they have the policy. Um, so that's normally, but um like I said, as far as in your case, there's nothing that, I mean, we can do. I mean, the policy is already termed um because it was termed back in September of last year, so it was only after for a year.
[AGENT][NEUTRAL] So, um, like I said, I mean, there's nothing that we can pay out, um, since the policy wasn't active and it's no longer active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, um, can I talk to the lady in Spanish? She's right there. I'm here. Yeah, oh, see, it's the toes nouna I go queuea said una elacion que pueda said OK travajoami that told mejono orinomas.
[CUSTOMER][NEUTRAL] Esperando queloqueosquierranean and she's asking if she can appeal the claim decision or is there anything that she can do, I mean.
[CUSTOMER][NEUTRAL] Uh, city is, um,
[CUSTOMER][NEUTRAL] I said what I said on, on a pill.
[AGENT][NEUTRAL] I mean, she, she can have pill. I mean, whatever she wants, but it's just, I mean, it's, it's gonna be the same outcome, but I mean, if she feels more comfortable doing that, I mean, she can, um.
[CUSTOMER][NEGATIVE] She just hasn't been working and she's got a lot of bills and she just needs assistance if there's anything.
[AGENT][NEUTRAL] She can just
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But a queue um proceadoreo it was processed correctly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, cause what I'm saying that everything was processed correct and like I said, her policy turned back in September, so even if she's trying to get something as far as right now for not being at work, it wouldn't matter because the policy is no longer active. It's been termed since, you know, for about was that 5 months, 4 months?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, but I mean, if she feels more comfortable going ahead and sending a pill, I mean, that, that's fine. Um, we can't tell anybody that they can't appeal the decision.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So basically, basically it's because the preexisting condition. It's not because I'm not with you guys anymore because we have another company in the school, but it's not that the reason is because that preexisting condition, right? Mhm.
[CUSTOMER][NEUTRAL] Understand [PII], the benefits weren't paid because of the preexisting clause on the policy. It's not because she's not with us. It's just because of the guidelines of the policy with the preexisting condition that states that there's a 12 month um waiting period for benefits payable through the pre-existing clause, is that correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and, um, at the, I mean, on the policy, it gives like a uh a definition as well, um, of what that preexisting is.
[AGENT][NEUTRAL] Um, OK, hold on one second.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm gonna send it to you. Um, I don't know if you wanna give it to her. Maybe she can explain a lot better. Give me one second.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Let me see this other one as well. There's one more that might help as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] This is called a preexisting condition exclusion period.
[CUSTOMER][NEUTRAL] There's a waiting period. If you are diagnosed with cancer before the effective date on the policy, there is a 12 month waiting period for any treatment, um, or any medical services for that cancer diagnosis.
[CUSTOMER][NEUTRAL] You have to wait 12 months from the date that you were diagnosed.
[CUSTOMER][NEUTRAL] For there to be any benefits payable, is that correct, [PII]?
[AGENT][NEUTRAL] Yeah, so just say like her policy was active as of [PII], so just say if she was diagnosed.
[AGENT][NEUTRAL] [PII] then would be covered because that's not prior to.
[AGENT][NEUTRAL] So, like I said her case is two things. I mean, even if the policy didn't have a preexisting um condition exclusion period, she still wouldn't have been covered because she was diagnosed before the effective date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And is redespicada.
[CUSTOMER][NEUTRAL] Like on this young exist there.
[CUSTOMER][NEUTRAL] Yeah, so everything is, it's not paid because of the date of her diagnosis. See, no pesosino, no queue.
[CUSTOMER][NEUTRAL] on a on a claus complaining mhm gracias thank you [PII] and [PII] gracias supposed to pursue ajuda is the one with the thing.
[CUSTOMER][NEUTRAL] All of us send me.
[CUSTOMER][NEUTRAL] Diosis bueno is oh, she is just if he's here.
[CUSTOMER][NEUTRAL] Uh-huh, perolo is the muchos gracilicia.
[CUSTOMER][POSITIVE] Bless us [PII]. Thank you, gracias. bye.
[CUSTOMER][NEUTRAL] Right OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Now I got confused trying to explain it and I know this.
[CUSTOMER][NEUTRAL] So she was diagnosed on [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Her policy is active on [PII], which is a year later.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] The first whole year of her policy, she is not going to have any cancer benefits.
[AGENT][NEUTRAL] Correct, but after I mean, after that year, she was in terms, which was 9124, so.
[CUSTOMER][NEUTRAL] Because she was diagnosed prior to.
[CUSTOMER][NEUTRAL] Right. I was thinking it's cause it went after I got to explain it, I'm thinking, well, from [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] would have been the 12 month waiting period, but her policy wasn't active. It's after the policy is active.
[AGENT][NEUTRAL] Yes, so the, the 12 months would be um.
[CUSTOMER][NEUTRAL] 9124 we left.
[AGENT][NEUTRAL] [PII] through 83123. That's the.
[AGENT][NEUTRAL] 12 months.
[CUSTOMER][NEUTRAL] But then when she had that, that's why I was asking about that data service on 9123.
[AGENT][NEUTRAL] So that's why that later date they put um 9123 to 8 because it's preexisting because.
[CUSTOMER][NEUTRAL] The 9:17.
[CUSTOMER][NEGATIVE] That kind of stinks. I mean, for her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, especially you know she didn't know that she had it, but I mean, you have to know that you have a policy. I mean, take money out of your check. I mean, that's, I mean me, but I know some people.
[AGENT][NEUTRAL] Um, some members they don't, um.
[CUSTOMER][NEGATIVE] They don't.
[CUSTOMER][NEUTRAL] They, they aren't aware.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And sometimes I do the same thing. I just kinda go through life and just, you know, oh, I know I've got a dental policy. Do I go to the dentist? What does it cover? I don't know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So yeah, I know, and sometimes there's so many policies that people get, they don't know what they have.
[CUSTOMER][NEUTRAL] And especially that's not sending a card or a policy certificate, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's like some of ours. I wish we had a, we could get a copy of our life policy, you know.
[CUSTOMER][NEUTRAL] And I wish that
[AGENT][NEUTRAL] I, you know what, I don't know. Hold on, I'm trying to.
[AGENT][NEUTRAL] Cause I know there's some benefits y'all get and some benefits that we don't, we don't get. I mean, I guess cause y'all in [PII], uh.
[CUSTOMER][NEUTRAL] Oh, got you. Well, you know, you can choose to get the life policy and all that kind of thing.
[AGENT][NEUTRAL] I mean, I have one, but
[AGENT][NEUTRAL] I'm guessing the same, but I don't, I just take out the minimum, um, whatever they give me. OK.
[CUSTOMER][NEUTRAL] Me too. Whatever's free. Whatever they don't. I'm like, I need.
[AGENT][POSITIVE] Yeah, that's the one I do. I mean the free one.
[CUSTOMER][NEUTRAL] Yeah, me too, but do you even know where it is?
[AGENT][NEUTRAL] Because the, the medical, I mean, it's already too expensive, so I'll try to get the, the be.
[CUSTOMER][POSITIVE] Me too, girl. I do too. It, it seems they have free, I'm like, I'll take that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But do you even know who the life policies is through?
[AGENT][NEUTRAL] So do you use the um what do you call it? Do you use that um oh my God, that, uh, what do you call it?
[AGENT][NEUTRAL] The doctor that we have the, what do you call that thing? uh.
[CUSTOMER][NEUTRAL] See, we're, no, that's only in [PII]. The care clinic, the thingy, all that.
[AGENT][NEUTRAL] Yeah, so, but I was wondering if they had like, I mean, since we're, if like when [PII], I mean.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But we don't have that here.
[AGENT][NEUTRAL] Cause I, I mean, I've know I've called like to maybe get a prescription.
[AGENT][NEUTRAL] I mean, that I know I needed because of some symptoms before, but I wonder if we can like call them like, like for the wellness, they can just send us to a lab to get tests and then they get the results.
[CUSTOMER][NEUTRAL] I think they're supposed to.
[AGENT][NEUTRAL] OK, well I
[CUSTOMER][NEUTRAL] But I don't know, but you're not in [PII]. What am I thinking? You're not there either.
[AGENT][NEUTRAL] No, I'm nowhere close to that. I mean, well, I'm probably close to the [PII] it might be the same distance. I don't know.
[CUSTOMER][NEUTRAL] I know that.
[CUSTOMER][NEUTRAL] Might be, I don't know.
[AGENT][NEUTRAL] I've never been to either one, so.
[CUSTOMER][NEGATIVE] But do you even know who our life policy is through? I don't.
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] I mean, you know, that's kind of important stuff to have on hand. I wish they would send us the policy and give us the information or something.
[AGENT][NEUTRAL] I guess, ma'am, I have to ask it because I mean, this is one of those we did do our benefits and.
[AGENT][NEUTRAL] Just go with it.
[CUSTOMER][NEGATIVE] And we have what we have. We don't, well, this is like this poor lady, she didn't know she had a cancer policy, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I mean, I'm the same way, but I, I'm when they say that I'm like I get it. I mean, I know what I have. I just don't know what it is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But they should, I mean, you know, think about it though. If something happened, like, my daughter lives here in this house with me because she's paying off her school student loans forever. But anyway,
[AGENT][NEUTRAL] Yeah, that's me too.
[CUSTOMER][NEUTRAL] But um if something happened to me where I I don't have anything in a folder other than to call American Fidelity.
[AGENT][NEUTRAL] Yeah, yeah, um.
[CUSTOMER][NEGATIVE] You know, that's bad.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] I mean, we should be able to do that.
[AGENT][NEUTRAL] That, that would be a good question to ask. I mean, even though I just have one child, so I mean.
[CUSTOMER][NEUTRAL] Me, well, I have to, but I have the one that lives with me.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEGATIVE] And then my son, he's, that's a boy, he ain't gonna do nothing.
[AGENT][NEUTRAL] And I think I have a boy.
[CUSTOMER][NEUTRAL] Oh, do you?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] But does he live with you?
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Uh, yeah, bless you.
[AGENT][NEUTRAL] He's not a bad kid, but I mean, he just, I mean, he's on his own, um.
[CUSTOMER][NEUTRAL] Boys are just boys. They just take care of their own business.
[AGENT][NEUTRAL] Yeah, I mean, he gets whatever he most part from from me, but, but yeah, I mean one thing I want is that that other thing that we get um what do you call it, uh, that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's not severance, but it's something else that we get when we could we started before a certain time frame on top of something, I don't know.
[CUSTOMER][POSITIVE] The bonus thingy?
[AGENT][NEUTRAL] Not the bone, it's some I can't think what you call it, um.
[AGENT][NEUTRAL] I, I know it's a bonus thing, but it's called something else.
[CUSTOMER][NEUTRAL] On this thingy.
[AGENT][NEUTRAL] Cause I know when I, when you, when we get the 401K, 401k, it says something else on top of that, but I can't think what the name of that thing is.
[CUSTOMER][NEUTRAL] Oh, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Not retirement.
[AGENT][NEUTRAL] Uh, let me see if I can.
[CUSTOMER][NEUTRAL] Oh my gosh, we're fixing to lose.
[CUSTOMER][NEUTRAL] Multi-pro, aren't we?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's got all my stuff. That's the only place I know where to find stuff.
[AGENT][NEUTRAL] Yeah, me too. Oh.
[AGENT][NEUTRAL] But I saw this looking around work that you can, it's in there, but I'm just.
[AGENT][NEUTRAL] I ain't used to work day yet only because it's not.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEGATIVE] Every time I go on I have to log in, that's only prior.
[CUSTOMER][NEUTRAL] Me too. The health savings account now.
[AGENT][NEUTRAL] Let me go and see if I can find it on retirement.
[CUSTOMER][NEUTRAL] Deferred deferred compensation?
[AGENT][NEUTRAL] Pension, that's what you call it.
[CUSTOMER][NEUTRAL] Pension, pension. Yeah.
[AGENT][NEUTRAL] Cause some of, some, cause I remember saying something if you started before something, you get something and well I know I'm following the category if you started before this date and you get something, but anybody that started after they don't get this extra something.
[CUSTOMER][POSITIVE] Oh yeah, because if I, if it's before that date, because I started before you, so I must be eligible to. Yay.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yay, whatever it is.
[AGENT][NEUTRAL] Because I think that before date my, hold on. Yeah, so it says the pension plans off the colleagues who start date was prior to [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] And so
[AGENT][NEUTRAL] Yeah, so it's like we don't even see like, I mean, how do you even see what's in there? I mean, like, how do you know what?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] How much you get or how do you know if when you can get that? I mean, is it so I mean.
[CUSTOMER][NEUTRAL] I'm with you. I have no clue about anything.
[AGENT][NEUTRAL] I mean, I know it's tight of your 401k, but I'm, I would think that's like something other than.
[CUSTOMER][NEGATIVE] I wish they had, they have all these meetings and stuff about brokers and things like that. I wish they have something about.
[AGENT][NEUTRAL] Your
[CUSTOMER][NEUTRAL] All the benefits and where they're located and what company you know because disabilities with a different company.
[CUSTOMER][NEUTRAL] Another reason I know that is because, well, I have the cheap ones, so I'll never apply for disability.
[AGENT][NEUTRAL] You know, I had the cheap one at first so I wouldn't paying nothing, but like every every I do I was like uh.
[AGENT][NEGATIVE] Let me switch it to this 14 day one and pay because it's one of those if I'm out for 3 months, I'll be stuck like Chuck cause I ain't get no check.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, I thought about that too and then I said, well.
[CUSTOMER][NEGATIVE] Lord, you're just gonna have to provide cause I can't have all this taken out of my check. I won't be able to pay nothing.
[AGENT][NEUTRAL] Yeah, I mean, that's how I've been feeling, but I was like when I did it for this year, I was like, oh my God, let me just go ahead cause I mean, I mean I ain't no sickly person but still I mean, um, yes.
[CUSTOMER][NEUTRAL] You never know. And the older you get, you just never know. I mean, I'm not saying you're getting old, that's me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'm gonna be half of uh what you call it this year, was it half a century, what do you call it?
[CUSTOMER][NEUTRAL] You, you just
[AGENT][NEUTRAL] Because this is my number [PII].
[CUSTOMER][NEUTRAL] You're just gonna be fit. You're young and.
[CUSTOMER][NEUTRAL] Girl, I'll be [PII] this July.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh my gosh. I didn't know your birth in July too. I'm July at the end of July.
[CUSTOMER][NEUTRAL] I'm the [PII].
[AGENT][NEUTRAL] 0, um, uh, [PII].
[CUSTOMER][POSITIVE] I'm at the beginning that's, that's all right. We got, we got July covered from the start to the end, don't we?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm looking here it says.
[AGENT][NEUTRAL] Early retirement age but I didn't say that.
[AGENT][NEUTRAL] So you, you about ready to retire then.
[CUSTOMER][POSITIVE] I would love to.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] How does a person retire and pay bills?
[AGENT][NEUTRAL] It's, I know. Mine would be my house no cause I'm just starting over, so, so yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I just hope the Lord allows me to.
[AGENT][POSITIVE] Continue working.
[CUSTOMER][NEGATIVE] I don't really wanna.
[CUSTOMER][NEUTRAL] I just gonna be honest, like, can we
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would be hard for me to just sit at home and do nothing. Just like now, I mean, I do a little side stuff when I get off of work.
[CUSTOMER][NEGATIVE] Well, I wasn't doing nothing.
[CUSTOMER][POSITIVE] I would just, I would like to have time to go volunteer for things I really want to volunteer for.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I'm one day.
[CUSTOMER][POSITIVE] Well, after I found that millionaire, I'm gonna marry you.
[CUSTOMER][NEGATIVE] I don't need, I don't wanna marry. I just want a sugar daddy that would just.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I already done that with that marrying thing, you know.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Anyway, I'm sorry. OK, I reckon we better get back to work.
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Cause I'm feeling the same way.
[CUSTOMER][NEGATIVE] You know, it just kind of gets to that point where you're like, mm mm I don't wanna deal with that no more.
[AGENT][POSITIVE] Yeah, they be trying to say that's mine when it, when ain't had to do with it and you work hard for us to be.
[CUSTOMER][NEUTRAL] Exactly. [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] All [PII]. I guess we get back to work.
[CUSTOMER][POSITIVE] All [PII], girl. It's good. Yup. It's good to talk to you.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You take care.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Right.