AccountId: 011433970860
ContactId: 710c95e1-5206-4257-95ce-d87cb696260e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1650219 ms
Total Talk Time (AGENT): 647834 ms
Total Talk Time (CUSTOMER): 438196 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/710c95e1-5206-4257-95ce-d87cb696260e_20250109T13:48_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and um I'm employed at ATC of [PII], and I was trying to see if I'm, my, um, if I, I'm still currently enrolled in short-term disability cause I've been out of work like since November the
[CUSTOMER][NEUTRAL] [PII] and I was just trying to figure out um if I can go ahead and file a claim or.
[CUSTOMER][NEUTRAL] What is the due process?
[AGENT][POSITIVE] It would be my pleasure to assist you, Ms. [PII]. Do you have your APL policy number available?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] I can look it up by your social, if that is OK with you. Would that be OK?
[CUSTOMER][NEUTRAL] Mhm it's 254-213-759.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Let me take a quick look. And can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my current mailing address is [PII].
[CUSTOMER][NEUTRAL] They may or may not change it.
[AGENT][NEUTRAL] Yeah, is that still in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I can do is I can update that address to [PII] and then um once we have, once I have assisted you, I can.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Transfer the call to benefits in a card to have that address updated there as well because they'll need to update it on their end as well.
[AGENT][NEUTRAL] And you do have an active
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Disability policy. And can you verify a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your email address please, ma'am?
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you. I appreciate that.
[AGENT][NEUTRAL] So, um, do you have internet access?
[CUSTOMER][NEUTRAL] On my phone, yeah, I do.
[AGENT][NEUTRAL] OK, so what I can do, Miss [PII], is I can send you a disability claim form.
[AGENT][NEUTRAL] By email
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there will be a portion for you to complete.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As well as there'll be a section for your physician to complete. Now he'll need to put in your return to work date and the date that you were out on disability.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] And then there'll be a portion for your employer to complete as well.
[CUSTOMER][NEUTRAL] OK, so you don't fax to the employee and fax to the physician in my part. I just have to do everything cause I'm really not able to walk.
[AGENT][NEUTRAL] Yes, ma'am. Can they um.
[AGENT][NEUTRAL] Can you, um, if I send you the form, can you email it to your employer as well as your physician to complete? They can fax it back to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do that.
[AGENT][NEUTRAL] And I'm working on getting this together for you. Now, there are instructions on the form on the first page that would say you which portions to complete, which portions to have completed one by your physician and one by your employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm this is nothing that I can do electronically right? because it still sounds like I would have to fill out my portion.
[CUSTOMER][NEUTRAL] Manually and then uh I'm not sure.
[AGENT][NEUTRAL] Mhm, I tell you what, if, if you've got time I can help you create an account now sometimes it it works better on a laptop or a desktop versus a phone. Do you happen to have a laptop or?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] A computer at home?
[CUSTOMER][NEUTRAL] And, and, and
[CUSTOMER][NEUTRAL] I do, but it's not where I can get to it right now.
[AGENT][NEUTRAL] OK, so if you would like I can help you try to create that account online.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm trying to see what would be easier for me.
[AGENT][POSITIVE] Yeah, that's what I would like to. Whatever is easiest for you, cause I know when you're out of work and trying to get better, it's hard to have to deal with everything. I know personally.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Now I can send you the information for our portal.
[AGENT][NEUTRAL] If you want to um create that later.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh gosh, this is confusing to me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'll tell you what, email me the forms and let me try to work from there.
[AGENT][POSITIVE] OK. I'm gonna do that now. If you need any assistance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It all, you just give us a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on this email that I'm sending you with the claim form, I've got your policy number in the subject of the.
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] I mean in the uh not the yeah in the subject line of the email.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It also has our website where you can do it all electronically and you can set up that account online.
[CUSTOMER][POSITIVE] OK, thank you, mhm.
[AGENT][POSITIVE] And like I said, you just give us a call back if, if you know if you're working through it and you need assistance, we'll be happy to assist you anytime. Now on that claim form, if you can email that to your.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Employer for them to complete and then they can get it back to us and then you know you might wanna call the doctor's office and see if you can email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Email the form to them as well. They should give you an email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So then when it comes back you got 3 separate emails.
[AGENT][NEUTRAL] And that's right, so
[CUSTOMER][NEUTRAL] Am I correct?
[AGENT][NEUTRAL] If you email it to them, to your employer and your physician, there is a fax number on the form, and they can fax it back to to APL. So we should get a form, it should be three separate forms, one from you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you create that account, you can just upload your portion online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] That way, you don't have to fax it or, or you can mail it. And then once your physician completes that,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Portion then he can fax it to us and also your employer once we have those 3 portions.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Of the disability claim form on file, they can process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, um,
[CUSTOMER][NEUTRAL] OK, you said the online thing is gonna be on my sheet.
[AGENT][NEUTRAL] Yes ma'am, I just emailed that to you if you would like to check and make sure you received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] Ms. [PII], while you're looking just to OK, and just to verify that updated address is [PII]?
[CUSTOMER][NEUTRAL] I do mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, I'm updating that address for you on our end as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you able to open the attachment?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Um, thank you for.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I would have to create a user password.
[CUSTOMER][NEUTRAL] The username and password.
[AGENT][NEUTRAL] That's right, and you're gonna use your um when it asks for the patient account number or the social, you're going to use your social to set up that account.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For, OK, the username would be my social?
[AGENT][NEUTRAL] So it
[AGENT][NEUTRAL] No ma'am, so what's gonna happen when you go to that website it's gonna ask you if you want to sign in as a new you choose new user and then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I see, I see it. Mhm.
[AGENT][NEUTRAL] And then you're gonna choose I am an individual with an APL policy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you are going to put in your information and you're gonna use your social where it says social or or medical or ID number, you're gonna use your social.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly I think part of those steps.
[AGENT][NEUTRAL] And then you'll create a username and password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And like I said, if you need any help along the way, you don't hesitate to give us a call.
[CUSTOMER][NEUTRAL] Oh, OK, I will do that. I'm gonna work through this and um.
[CUSTOMER][NEUTRAL] If I have any.
[CUSTOMER][POSITIVE] Questions, I will certainly give you a call back.
[AGENT][NEUTRAL] Yes ma'am, and I do need to get you to benefits in a card as well so that they can update your address on their end also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you, um, I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] And then shouldn't I shouldn't I have gotten something in the mail as far as benefits in the card already?
[AGENT][NEUTRAL] Probably from them, yes, ma'am. Now the policies that you have for APL, you have your disability in life with us, neither one of those policies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Have a card
[AGENT][NEUTRAL] Um, they don't
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Print cards for these policies, but benefits in a card, you should have gotten something from them um regarding.
[CUSTOMER][NEUTRAL] OK, benefits and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your policies.
[AGENT][NEUTRAL] Let's see. Let me check one other thing for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if I have that because I had insurance but I need to.
[AGENT][POSITIVE] But I can give you their phone number as well as transfer you to them.
[CUSTOMER][NEUTRAL] OK, and can you tell me how much I have for life? I didn't get a chance. I was in the hospital and I didn't get a chance to do open enrollment, but I wanted to see, and as far as.
[CUSTOMER][NEUTRAL] What can see my beneficiaries. Could you tell me that?
[AGENT][NEUTRAL] Yes, ma'am. Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now I don't have a beneficiary on file. They may have it benefits in the car. I don't have that.
[AGENT][NEUTRAL] Information here, um, you have a $20,000 life policy.
[CUSTOMER][NEUTRAL] OK, and so how do I get the beneficiaries on there?
[AGENT][NEUTRAL] Let me see, bear with
[AGENT][NEUTRAL] I'm checking, bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What I can do is I can send you a form as well to add a beneficiary.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Get that form for you.
[AGENT][NEUTRAL] Now, if you go online, if you create that account, all our forms are available online as well, including the disability claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the beneficiary claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those are all available online.
[CUSTOMER][NEUTRAL] OK, thank you. I was just
[CUSTOMER][NEUTRAL] Not.
[AGENT][NEUTRAL] Now, on your disability benefits.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Those are paid normally around the [PII] of the month. It's a monthly benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you have a continuing benefit, meaning that you're going to file for more than um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know, continuously we will need to have your portion submitted each month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have, I got that.
[CUSTOMER][NEUTRAL] I can do it so understand I need one for.
[CUSTOMER][NEUTRAL] Uh, December and January, I think.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I know it's a lot to deal with. I was out of work for a while and it just seems like.
[AGENT][NEGATIVE] There's just so much to do and you don't feel like doing it. Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So I understand.
[CUSTOMER][NEUTRAL] And, and with this phone.
[AGENT][NEGATIVE] And you're not getting money and the bills don't stop and
[CUSTOMER][NEGATIVE] They don't.
[AGENT][NEUTRAL] It just seemed to never end.
[CUSTOMER][NEUTRAL] They don't stop.
[AGENT][NEUTRAL] I'm trying to get that form pulled up so I can email that beneficiary form to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Just trying to get them pulled up. Bear with me just a minute.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It and I see you're trying to um.
[AGENT][NEUTRAL] Upload that
[AGENT][POSITIVE] I mean, create that account. It's a good job. It looks like you're.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Doing it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And you create that, you can uh when you once it's uh OK I'm so sorry, once it's created, you can actually view your policy benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 566364.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, your account has been created.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got in so I have an account.
[AGENT][POSITIVE] Good. Now that's where you can upload the claim information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can click on your policy number to view your policy benefits.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I need to get off that.
[CUSTOMER][NEUTRAL] Today
[AGENT][NEUTRAL] And I'm gonna put your life policy number in this subject line for you.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and due to um the circumstances, I won't be able to
[CUSTOMER][NEUTRAL] Um, it do not eat but.
[CUSTOMER][NEUTRAL] Enroll in, in new benefits.
[CUSTOMER][NEUTRAL] Since I was in the hospital and I, mhm.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] So when I transfer you to benefits in a card, they will be able to assist you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] And we'll ask them if, if you can continue your benefits, you can, they'll give you all that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I just emailed that beneficiary form for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so if on the portal when on that APL account.
[AGENT][NEUTRAL] If you upload a document you're going to see just an open document once it's processed, it will have a claim number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can check claim status or the claim decision by clicking on that claim number. Now if you signed up for the text messaging for claims, it could take up to 24 hours to be able to view that claim information online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's also a direct deposit option.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] You benefits can go directly to your bank account if you choose that option as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll be best for me.
[AGENT][NEUTRAL] Anything else you can think of, Ms. [PII]?
[CUSTOMER][NEUTRAL] I know what that'll be it. I have.
[CUSTOMER][NEUTRAL] About all I can handle for right now.
[AGENT][POSITIVE] Bless your heart. I'm so sorry you're having to go through this. And you had to go through [PII] like this as well. Oh.
[CUSTOMER][NEUTRAL] And I just
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I was in the hospital from [PII] to after [PII].
[AGENT][POSITIVE] Oh my goodness, Miss [PII].
[AGENT][NEUTRAL] That is horrible. I am so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I spent the entire holiday in the hospital.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Well, when you get better, you could just gonna have to make yourself a a holiday time.
[CUSTOMER][POSITIVE] Oh right, right, that's what I'm gonna do.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Celebrate everything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It'll be a big celebration when you feel better, won't it?
[CUSTOMER][NEUTRAL] You want it
[AGENT][POSITIVE] I hope that's soon for you.
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes, me too, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well it has been a pleasure to assist you. Now if you'll hold just one moment, let me get you to a representative at benefits and a card to update that address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And then you can ask them about since you missed your open enrollment, what you can do. And it has been such a pleasure to assist you. I certainly hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[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][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][POSITIVE] Good morning. My name is [PII] with Benefits in a car. How can I assist you today?
[AGENT][NEUTRAL] Hi, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Oh, I'm, I'm sorry, this is [PII]. Sorry, I didn't, I didn't tell you who I was. Listen, I, I've got him as [PII].
[CUSTOMER][POSITIVE] It was OK.
[AGENT][NEUTRAL] On the line and she is with.
[AGENT][NEUTRAL] Um, ATC Healthcare Services.
[AGENT][NEUTRAL] The last four of her social is [PII].
[AGENT][NEUTRAL] She needs to update her address. I've updated on our side, but she's also got some questions regarding her policies.
[CUSTOMER][NEUTRAL] Sure thing, you can go ahead and transfer her over.
[AGENT][POSITIVE] All right. Thank you, [PII]. Let me get her on the line and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][POSITIVE] Ms. [PII], I have [PII] on the line with benefits and a card, and she's going to assist you further. Hope you get to feeling better soon.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. Could you please verify your date of birth for the recorded line as well as the last four of your social?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And my social is [PII].
[CUSTOMER][NEUTRAL] Alright, and we should say you have some questions about your benefits?
[CUSTOMER][NEUTRAL] Yes, for one, I needed to change my address.
[CUSTOMER][NEUTRAL] Update my address.
[CUSTOMER][NEUTRAL] OK, what address would you like me to put on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is the zip code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You are all set. I have updated it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I wanted to check my benefits cause like I was telling her,