AccountId: 011433970860
ContactId: 7426bf60-e7b4-4b07-9061-4e5354d7062c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1447579 ms
Total Talk Time (AGENT): 824181 ms
Total Talk Time (CUSTOMER): 664461 ms
Interruptions: 11
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7426bf60-e7b4-4b07-9061-4e5354d7062c_20250121T22:53_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], Male [PII]. Uh, I'm still so new to all of this. Um, so I'm with a recruiting, I work for a recruiting company, you know, and, and they set up insurance for me, but it might not have started yet, but you guys already took the amount is already started to be taken out of my paycheck on the [PII]. So I just wanted to see if I'm already in your system or not.
[CUSTOMER][NEUTRAL] Because they said I would have American public life insurance with you guys. What else did they say? Uh, insurance plus plan, Premier. So.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, I can definitely take a look at that and do you mind if I get your first name and a good callback number real quick?
[CUSTOMER][NEUTRAL] Yeah. [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], what's your last name?
[CUSTOMER][NEUTRAL] [PII] You only asked me for my first one, otherwise I would have given you that one as well.
[AGENT][NEUTRAL] No, that's OK. I, I just, I, a pharmacist just called about you, so I actually had your profile already pulled up. Um, [PII], yeah.
[CUSTOMER][NEUTRAL] Oh, really? Yeah, he did say that he would do that for me, but then I wasn't sure. I figured I better get on it myself.
[AGENT][NEUTRAL] No, well, [PII], can you, I can help get you some information if you can just verify with me some information real quick, um.
[CUSTOMER][POSITIVE] Yeah, go for it.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then I do just.
[CUSTOMER][POSITIVE] It's funny that he reached you too.
[AGENT][POSITIVE] Yeah, I, it's fun when that happens, um, and what is
[CUSTOMER][NEUTRAL] Yeah, because I'm sure there are more people working there than just you.
[AGENT][NEUTRAL] Yeah, who will get the calls? Yeah, I don't usually get the same, but it's happened one other time before we're like back to back I had someone call and then I had the insured call right after, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, I do just need to verify your mailing address and your email, ma'am.
[CUSTOMER][NEUTRAL] Yeah, no worries. [PII]. My email, um they probably gave you is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. So, [PII], I do see you're all set here, you're current and active. It looks like um with this policy and
[CUSTOMER][NEUTRAL] When did my insurance start?
[AGENT][NEUTRAL] It started the [PII] is how I have it.
[CUSTOMER][NEGATIVE] Oh, come that I haven't, did you guys not send anything in the mail? I've got nothing, nothing.
[AGENT][NEUTRAL] So sometimes it can take up to 30 days for all those documents to get together and get out in the mail. Um, but what I can do is I'm going to email you a copy of your um card with us for that hospital indemnity policy, and I can also, I think,
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Oh, I see. Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, OK, so I'm gonna put this in an email for you and then I'm going to attach for you a document for our online service center and on that online service center if you sign up you should be able to view all the policies that you sign up with us to have, um, and then it looks like you have like a dental policy.
[AGENT][NEUTRAL] Um, and you should be able to get ID cards for any of your policies, um, through that online portal. So I'll make sure you have the information on how to set up that portal so you have access to all of your policy documents.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] So I can get that for you and then.
[AGENT][NEUTRAL] Yeah, how else can I help you, my friend?
[CUSTOMER][NEGATIVE] I just don't, I just don't know enough about the insurance. I just heard it's very minimal. It's probably pretty crappy and it's probably not gonna cover me for anything anyway. And I just got a call on the other line, that's probably the uh pharmacist, and uh you probably have the same information that you gave him, right?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] The pharmacist?
[AGENT][NEUTRAL] Yes, I do, um.
[CUSTOMER][NEUTRAL] Because he wanted to, because I had, I had a um
[CUSTOMER][NEGATIVE] I had need that and that I was supposed to take, and I started it at the end of November, but I only had insurance until the end of December. And since that last insurance, I was supposed to pick it up in December, and I didn't. Uh, of course, now I can't get the rest of those pills. So that's the reason why he called you and I'm not sure what you were able to tell him.
[AGENT][NEUTRAL] Darn it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that's OK. So your pharmacy benefits actually through Pharmavale, so I just gave him their contact information for you, um, and I gave him like what, what I have listed as like your bin number, but I gave him the contact number for Pharmavale, and they coordinate your pharmacy benefits. So hopefully he was able to get in touch with them and find out what those are.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, so because he as a pharmacist can ask them, so it's not me who needs to do that?
[AGENT][NEUTRAL] I think yeah he can reach out and find out what your benefits are um once he had the information like knowing what your VIN number was and your PCN number and those were the info those were on your card, your ID card, and I gave him that information and I'm gonna make sure you have a copy of that ID card too.
[CUSTOMER][NEUTRAL] Yeah, but no, no, no. My question is, my question is, would I be able to get the, the, the pills through Walmart or would it be the other ones? Because why would he help me with that?
[AGENT][NEUTRAL] Oh, I'm, we don't, we don't.
[AGENT][NEUTRAL] We don't we don't do your pharmacy so like I can see that the pharmavale is on your ID card, so I gave him that information but we don't do uh at APL.
[CUSTOMER][NEGATIVE] No, no, no. You, you, you're not understanding. You're not understanding. Why would he reach out to them if you say I'm not with Walmart, I'm with Farmerville. Does that make any sense?
[AGENT][NEUTRAL] Farmma Vale Farmaale works with Walmart.
[CUSTOMER][NEUTRAL] Oh, I see. OK. Pharma, how do you, how do you, how do you spell that? I've never heard of it. Pharma, what?
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's P H A R M and then A V A I L.
[CUSTOMER][NEUTRAL] Pharma Ava.
[AGENT][NEUTRAL] Yeah, it's like farm Ave.
[CUSTOMER][NEUTRAL] A Z I F
[CUSTOMER][NEUTRAL] OK, when you said it, it sounded like Parmavale.
[AGENT][POSITIVE] Oh, I kinda, I'm sorry, you definitely said it all.
[CUSTOMER][NEUTRAL] But it's pharma pharma avail, pharma avail. Yeah, my English is not that great. I mean, it's not freaking first language, OK? So, yeah, I need a little bit more.
[AGENT][NEUTRAL] P
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] No, you're doing great.
[AGENT][NEUTRAL] Um, it is.
[AGENT][NEUTRAL] PHARM like pharmacy and then avail like available and it's all pushed together as one word so farm avail.
[CUSTOMER][NEUTRAL] Oh, it's farmail, yeah, I'm googling it right now. I know I freaking get it. OK, so if I need, so my doctor in the future would need to go through that.
[AGENT][NEUTRAL] Yeah, so they coordinate your pharmacy benefits. So I just don't know what your benefits are at a pharmacy, but they coordinate them. And so, but it is printed, their contact information is printed on your card that gets sent out through us. So I just gave him uh the Vincent, the gentleman who called your pharmacy contact number.
[CUSTOMER][NEUTRAL] Yeah, but I guess since now I have a new insurance, I'm pretty sure I need to go to my doctor again and get him, get a new refill on that one or whatever and
[CUSTOMER][NEUTRAL] I'm just trying to understand how this insurance that I got.
[CUSTOMER][NEUTRAL] Works and
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So would a doctor in the future when I see a doctor, would a doctor then call Pharma Vale and they would
[CUSTOMER][NEUTRAL] then organize it to get it to the pharmacy that I like Walmart or something.
[AGENT][NEGATIVE] You know, because I'm not with Farmervale, I'm not really sure how it works with them. I'm so sorry. I wish I knew more about how they work.
[CUSTOMER][NEUTRAL] Oh, I see, I see. Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] Do you know anything about, do you know anything about my insurance? Because, you know, the, the recruiting company and they work with big, they don't really tell you very much. They just kept saying, yeah, you call American Life and you tell, you ask them what kind of insurance you really have.
[AGENT][NEUTRAL] Absolutely. So,
[AGENT][NEUTRAL] Yeah, so I see that you have a hospital indemnity policy with us, an accident policy and a dental policy, and I can tell you about those policies and those benefits, but BI coordinates so many different benefits with so many different companies. So some benefits like your pharmacy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Or through your IMA, which typically has wellness and through multiplan like through those other companies I can't see, but with APL you have your hospital indemnity, your accident, you also have your group term life insurance with us as well and then your dental so you have all four of those policies.
[CUSTOMER][NEUTRAL] OK. Let me, let me ask you this. Let me ask you this because uh this information, what you just gave me, that's the minimal information that I already had. But let me ask you this. This is not an insurance where I can go to a doctor, like dermatologist or whatever, and get a prescription, right? Or see somebody for psoriasis or what, right? It's not a doctor, like, it's only like for hospitals and shit like that, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's
[AGENT][NEUTRAL] Yeah, so it's definitely supplemental. It's a limited supplemental. So, um your benefits under this one, you do have a couple like um wellness and diagnostic benefits. So if you're in a situation where you go see a doctor and you need a wellness or a diagnostic um test,
[AGENT][NEUTRAL] Um, whether it's a blood test or a CAT scan, um, you do have a benefit there that you can get up to 4 times a year. If you need to go see a doctor or an urgent care for outpatient sickness, you have a benefit there. Um, but then your big benefits come from if you get confined in a hospital, you have um a benefit you can use up to 4 times a year. If you are in a ICU or coronary care unit, you have a benefit up to 4 times a year. And then if you
[CUSTOMER][NEUTRAL] OK, OK. I'm not, I'm not interested, OK, OK, OK. I'm not interested in that. I already know that stuff. I'm just looking like for regular doctors how I approach this with my insurance that I have right now with all the limited, limited things. So, for example, this um
[CUSTOMER][NEUTRAL] The pill that I'm supposed to take for another 2 months or whatever. I got this from uh prescribed by a naturopath. So with the, with the naturopath, would I give him my Pharma Vale card and he would call it in, or
[AGENT][NEUTRAL] Uh, so unfortunately, I'm not with Farmmaale, so I can't answer that question. I'm so sorry. Um, I do have a customer service number for Farmale if you'd like that, because I bet they could help you answer those questions.
[CUSTOMER][NEUTRAL] Because it seems like I have some pharmacy benefits, but, OK, I see.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. So they signed me up for Farmer Vale, but it's not through you guys, but it's from you guys.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's printed on our card the same way your multi-plan information is printed on the card, but we aren't farmail we don't coordinate that benefit, so I'm not sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] It's so weird. I wish I would understand this insurance better that I've got that I got. I mean, I'm paying $200 a month, so it's obviously not that much. But still, it's like, OK, so when you will send me the information, maybe I'll look online and see if I can smarten up in that regard. But what would I do when I go, when I
[CUSTOMER][NEGATIVE] Go to a dermatologist or in, in the, because I had asked like, would I even be able to go to a dermatologist or whatever in the Scripps Coastal Southern California hospitals or whatever, and they couldn't answer me anything. They
[CUSTOMER][NEGATIVE] It's, I don't want to end up paying for something that I can't even use. I don't even know how to use if that makes any sense.
[AGENT][NEUTRAL] Yeah, absolutely. I'd say if you end up going to a doctor's office, like just looking at your benefits, like are they going to give me a wellness test or a diagnostic test? Well, I might be able to submit that for a benefit. I'm going to give them my APL card. Um, if you're going for just a checkup, like a routine thing, you don't have any benefits here, so maybe you don't need to give your card because you don't have the routine benefits. If you find yourself getting surgery somewhere, give them your card because you have surgery benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah. OK, OK. OK. You, you went too fast, so go back, go back, go back a little bit. So, for example, when I go to a dermatologist or whatever,
[AGENT][NEUTRAL] 00, OK. Yeah, no, absolutely.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wouldn't I have to like make sure that they are in my network or something or?
[AGENT][NEUTRAL] Because this is supplemental, there's no network. It's just a supplemental policy.
[CUSTOMER][NEUTRAL] Supplemental. I need to figure out what supplemental means.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so what it means is that you have a, um, you have like a benefit amount. So if you go to the hospital and you're, you're confined to the hospital, um, you get paid $200. It's like a supplemental policy just to put extra money in your pocket, but it like.
[CUSTOMER][NEUTRAL] What does that mean, supplemental? So, uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, supplemental. Uh-huh.
[AGENT][NEUTRAL] I, it's like that's your benefit amount. So you don't have a copay, it's not a percent of anything. It is just, this is a $200 benefit. If you are in the ICU, you're going to get a $1000 payout, um, you know, and so it, it's kind of like a lump sum.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Yeah, yeah, yeah. I, I don't care. I, right now, I don't care. I'm not interested in, I'm not interested in finding out about hospital stuff.
[AGENT][NEUTRAL] More than I know I'm just trying to explain how supplemental works like it's more like I know I'm sorry, but that's what this policy is geared towards because it's a hospital indemnity policy. So I'm using it as an example because it's what I have listed, um, so as that example it's like a lump sum payout as a supplemental policy more.
[CUSTOMER][POSITIVE] OK, good. OK, OK. Got it. Got it, got it.
[CUSTOMER][NEUTRAL] I understand that part. So when I go, so if I just, I understand the hospital part and all of that, it's a supplemental, so I pay myself and then I, um, call it in and potentially get some money towards this or this or that, right? But I was with doctors. I'm more interested in that to understanding that part where if it's not.
[CUSTOMER][NEUTRAL] There's no preventative. You already made that clear, so I pay all of that myself. But it seems like from what you've told me, I would just go to any kind of dermatologist, whatever, and just go in there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh pay for it myself and tell them I do have this card and then that I might get reimbursed, like supplemental reimbursed, right? Is that kind of what it is when it comes to just the regular doctor visits?
[AGENT][NEUTRAL] So with your doctor visits, your only benefits on this policy is your wellness and diagnostic and your outpatient sickness.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What is, let me ask you, what is wellness? What's wellness? I don't understand that. What is wellness?
[AGENT][NEUTRAL] So, wellness, um, you know, like some.
[AGENT][NEUTRAL] Sometimes you go to the doctor, levels are right and it's
[CUSTOMER][NEGATIVE] I think I lost you. I can't hear you.
[AGENT][NEUTRAL] Oh hello?
[CUSTOMER][NEUTRAL] Yeah, OK, you're back.
[AGENT][NEUTRAL] Oh, OK, perfect. So, you know, like when sometimes you go to your primary care physician and every couple of years they wanna just do a blood test and check your blood levels, um, that would be like a wellness exam or like your mammogram, right? Like it's just preventing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I see. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] and they're just checking things to make sure you're well. I opposed to you're sick and you go get a strep test to diagnose yourself with something. So, wellness is just a preventative exam, and then your diagnostic test would be something's wrong with you and they're running a test to try to diagnose you. And so you have benefits for wellness and diagnostic tests.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. For, so, wellness is preventative and diagnostic is, yeah, to figure out what kind of disease you have or whatever, right? OK. So basically, when I go to a dermatologist for psoriasis, I pretty much, I'm just like a self-paying, um, customer, right? And then I pretty much go wherever I wanna go.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Yes, and that's what it sounds like on this policy that there wouldn't be benefits for that.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Um, if you find yourself in a situation like you go see your doctor, um, like your primary care because you got sick, you do have benefits for outpatient sickness. So if you get like the flu or strep or just a tummy bug and you need to go see an outpatient doctor for sickness, you do have a sickness, um, uh, coverage on here, um, that you can use up to, it looks like 5 times a year per person.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, and so you do have that benefit on here as well. So those would be the two things that would really cover you in a doctor's office is your wellness and diagnostic testing and then your outpatient sickness.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. And then outpatient sickness, but I'm pretty sure it's probably limited to certain doctors, right? So I have to do like in, what's it called? Um
[CUSTOMER][NEUTRAL] I can't just go to anywhere, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Correct, or no?
[AGENT][NEUTRAL] So I think.
[AGENT][NEUTRAL] I mean, I think you can go to any doctor you want to see whether it's a primary care physician or an urgent care. Um,
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] So it's not limited to a particular group, you know, like scripts or try blah blah or so something like that, no.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] There's not, there's not a network on this policy. So if you have a doctor that you know and love, you can go see them, um, and we'll honor the benefits either way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No network. And then, OK, so no network, I wrote that down our patients because, because I think that's really good for me to know if I have um something acute that I need to get checked out or whatever. And then um when I go there, would I show my card and then pay myself and then send in uh maybe upload that receipt and then you, the insurance decides is how much of it you pay. Is that kind of how it goes?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so, um, if you want, you can, especially where some of these benefits might be less than the actual charge, you might be better off just paying it and getting your itemized receipt, um, and submitting all of that yourself. And what I'll do is I'll make sure you have on this email I sent out to you this information, a copy of our claims form that tells you exactly what documents are needed when you go to submit that claim.
[AGENT][NEUTRAL] Um, but if you submit the claim, then we'll reimburse that money to you, where if the facility were to submit the claim on your behalf, the money would go to them.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so you're basically saying I don't really have to that, that, see, that is my question. So I thought, OK, I probably have to submit this myself, but you were saying no, you can actually show them the card.
[AGENT][NEUTRAL] Yes, so the um what will happen is your provider, um, some providers will not, they will just say hey we don't file supplemental or secondary insurance and it stinks but it happens, but most of the time they'll file the claim and you'll know you'll say, oh, I have my outpatient sickness so I know I have the benefit of up to $75 in the bill.
[AGENT][POSITIVE] It was $150 so I'm going to need to pay $75 out of pocket and that other $75 could be covered by my by my supplemental policy, right? Um, but you can do that, but they can submit that claim to us and if they submit it, we'll pay the money to the provider. Um, if you end up paying for everything out of pocket and you want to submit that claim, then we pay that money, that reimbursement back to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, of course, I would prefer to go somewhere where they do it for me, but I assume that I probably, I'm better off calling them and asking them if they would try to find somebody who would deal with it, right? That's your, what you're pretty much saying that because a lot, a lot of people don't deal with your card.
[AGENT][POSITIVE] I agree.
[AGENT][NEUTRAL] I would
[AGENT][NEUTRAL] Well, so actually, most of our claims come in. I'd say 80% of our claims come in from providers. I don't see a lot of claims come in through the insureds themselves, so most providers will submit it, but every once in a while I'll have an insured call me and say, oh, my provider, my doctor's office doesn't want to submit the claim. What information do I need? and we help get them that information. But most of the time the the your provider office will submit the claim on your behalf. Um, and I think it helps when you
[CUSTOMER][NEUTRAL] And did you have that
[AGENT][POSITIVE] Oh, I'm sorry?
[CUSTOMER][NEUTRAL] Did you have that experience in [PII]? Because I think we're so different than other states.
[AGENT][NEUTRAL] Oh, you know, we, we actually insure everywhere but [PII], and I haven't really noticed a trend as far as um as far as location geographically for, for insureds who have providers say they won't do it. Um, so I'm not sure, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sometimes I wonder if when you go to a doctor and if you pay out of pocket, they probably give you a cheaper, cheaper rate than if they submit it to you.
[AGENT][NEUTRAL] Yeah, they might, and you also have a multi plan um so this card that I'm sending you your thing will have your multiplan network, um, but you get a discount um if you see a multi plan provider they should be offering you a discounted rate.
[CUSTOMER][NEUTRAL] Oh, so I do have a network. So now you're saying I there is actually a network that I could tap into or not for everything?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's, it might not be for everything it's just like multiplan they have a provider network so like for our benefits at APL we don't have a network, um, but you pick has set you up with a multi plan provider um ID number to help get you discounted rates if you see a multi-plan provider.
[CUSTOMER][NEUTRAL] Mhm. And uh is that also part of the information that you will send me so I can read through it?
[AGENT][NEUTRAL] Yeah, so when you.
[AGENT][NEUTRAL] Um, uh, it'll, your multi-plan information will be on that ID card I send out to you.
[CUSTOMER][NEGATIVE] What a nightmare.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That you emailed me, right?
[AGENT][NEUTRAL] Yes, and I um I haven't sent the email yet but I have it pulled up and I have everything attached to it. I just don't wanna send it if there's more information you might need that I can attach to it all at once.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh [PII], it's [PII], right? [PII]? um so once you get I, I get your email, if I have any questions, could I just respond to that email or call or?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, absolutely we have an email team that monitors the email. Um, they're here until [PII] every night and then we're back at it, you know, bright and early [PII] tomorrow morning. So if you do have questions, you're more than welcome to respond to that email, um, and somebody should be able to be in touch with you.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK. Thanks.
[AGENT][POSITIVE] My pleasure. Is there any other information I can, I can help get for you my friend?
[CUSTOMER][NEUTRAL] Oh yeah, uh Parma Vale phone number, customer service.
[AGENT][POSITIVE] Yes, you bet you. I will put that number in absolutely for you and once you once you create an online portal with us, um, you should be able to view all of your policy documents online so that way if you have questions or concerns about um your policies with APL all those documents are gonna be available for you online as well.
[CUSTOMER][NEUTRAL] Can you just give me that [PII] [PII] number so I can call them right now?
[AGENT][POSITIVE] Oh, absolutely. So I have the [PII] listed as [PII]. And that's going to be included in the email coming your way as well, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much and hopefully I will and wrap my head around this because right now I feel like pretty lost, but thanks for trying. Thank you. Bye.
[AGENT][NEUTRAL] Uh