AccountId: 011433970860
ContactId: 78ee89d3-015b-45f0-9e19-920642fbad33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1352339 ms
Total Talk Time (AGENT): 462231 ms
Total Talk Time (CUSTOMER): 742064 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/78ee89d3-015b-45f0-9e19-920642fbad33_20250317T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] I'm doing good, sir. How are you doing today?
[CUSTOMER][NEUTRAL] Uh, I'll be doing better if I could.
[CUSTOMER][NEUTRAL] Figure out how to do all this stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I'm hoping you can help me, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I'll explain the situation real quick. Um, so my name is [PII].
[CUSTOMER][NEUTRAL] I'm the son of one of your policy holders, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he is my father. Um.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] So my mom had this policy through the like I guess her employer which was the school board.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she passed away in [PII].
[CUSTOMER][NEUTRAL] And I went back and forth back then uh with someone.
[CUSTOMER][NEUTRAL] From APL to keep the policy in his name and I do have the paperwork.
[CUSTOMER][NEUTRAL] That was sent to him with a new policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I do have the power of attorney. I'm just trying to remember if I sent it to you guys. I feel like I did.
[CUSTOMER][NEUTRAL] Um, anyways, regardless of that.
[CUSTOMER][NEUTRAL] And and and I can do that if I need to, um.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Currently has cancer, so.
[CUSTOMER][NEUTRAL] I'm trying to utilize the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he, he's [PII] old and doesn't even know how to turn on a computer, so.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] We'll start with that, but
[AGENT][POSITIVE] Bless his heart.
[AGENT][NEUTRAL] Yeah, it's hard to, hard to work it if you, if you're not used to it, right?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Correct, correct, so I'm trying to do all this stuff I guess for him, um.
[CUSTOMER][NEUTRAL] To try to take advantage of the policy that we chose to keep and have been paying for monthly, so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, alright, what is, um, can I get the.
[CUSTOMER][NEUTRAL] Uh, I guess, I guess.
[CUSTOMER][NEUTRAL] Go ahead, you broke up. I'm sorry.
[AGENT][NEUTRAL] Ahead.
[AGENT][NEUTRAL] I was just gonna ask you for the policy number.
[CUSTOMER][NEUTRAL] Say that again. I'm sorry I broke up.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] It's a very good question. I'm looking at the paperwork, um, let me see here.
[CUSTOMER][NEUTRAL] Would it be at the bottom? That's a question. I didn't see like the policy.
[AGENT][NEUTRAL] Uh, top
[AGENT][NEUTRAL] Left hand corner.
[AGENT][NEUTRAL] My say certificate number.
[CUSTOMER][NEUTRAL] Alright, hang on one second.
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[AGENT][NEUTRAL] I can look it up with the social too.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, sir, I can hear you.
[CUSTOMER][NEUTRAL] Yes sir, I can hear you.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh oh, I think we went away.
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[AGENT][NEUTRAL] Can you hear me? I can hear you now. Oh, I thought I lost you for a minute. Let me get your phone number real quick in case the phone disconnects.
[CUSTOMER][NEUTRAL] Yeah, OK, I'm, oh, I was.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] OK. OK, so on the.
[AGENT][NEUTRAL] OK, that way if it if it hangs up on us I'll call you back.
[CUSTOMER][NEUTRAL] OK, so on the, on the cover sheet here it's really just like what would it start with? Z maybe?
[CUSTOMER][NEUTRAL] Good Lord. Hang on.
[AGENT][NEUTRAL] No, um, can you give me his social security number?
[CUSTOMER][NEUTRAL] Yes, hang on, I'm wondering if it's because I'm outside. I, I don't know, it's weird. I'm having a.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it sounds weird to me too.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Social security number, are you ready for that one?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Because it I tried to set up an online account and it wouldn't let me go past the log in with his social.
[CUSTOMER][NEUTRAL] Um, but when I use my mother's social, it seemed to allow me to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Move forward, you know what I mean? Like I couldn't, it said that they couldn't find him anyways, his social is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] What was your mama's name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, had it up with his social what's what's mama's social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Might be we still have mama's, yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Yup, that's what it is.
[CUSTOMER][NEUTRAL] Uh, I'm thinking it must be the case because it, yeah, because it would allow me to move forward to set up an online account with her social, but I, I don't know if that was the correct course of action, so that's why I stopped.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so I've got
[CUSTOMER][NEUTRAL] Um, but the policy is, is now in his name. Yeah, I'm sorry.
[AGENT][POSITIVE] I've got it pulled up now and I do show that um.
[AGENT][NEUTRAL] It is in his name, but it's under [PII]'s social because she's the one that originally set up the policy and then he took ownership of it after her. I do also see.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You are the power of attorney.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] So you did send that information in.
[CUSTOMER][NEUTRAL] I thought, I thought so, but that was, that was 2 years ago so uh it's, you know, I had to, I, I was doing that a lot with a whole lot of other stuff, so I, I was trying to look back at my email and I was, I don't know if I emailed it or send it. I don't remember, but anyways, I'm glad you have it.
[AGENT][POSITIVE] So that's awesome.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, we do.
[AGENT][NEUTRAL] OK, so what I'm going to do, I know you want to file a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, to help your daddy out, so I'm going to give you our website to me that's the best place to go, um, now you can, OK, good, you can do it online too in that online service center.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I'm on it now. I'm on it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But if you go to our website, the [PII], is that where you're at? OK.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. I'm actually, I'm actually on step 3 of setting up an account, but I got to step 3 by putting in her social. Do we wanna, can I continue, I can still continue with that.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so now I just need to set up like a username password and all that stuff, right?
[AGENT][NEUTRAL] Yes, yes, and you can file the claim through there. I'm also gonna give you another website just in case um you you need to go back to it for any reason. It's the AM.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me get a.
[CUSTOMER][POSITIVE] To get a 10
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Amm OK, got it.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So on that website, when you see the claim form when you get to the part where you uh choose claims and forms on the online service center where you're at that very first page you're gonna choose the can or claim form because the policy is for cancer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That very first page is a really good cheat sheet. It tells you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Everything that you need to send in with the claim.
[CUSTOMER][NEUTRAL] Yeah, and that's.
[CUSTOMER][NEUTRAL] That's what, who, that's.
[CUSTOMER][NEUTRAL] I have the policy like in my hand.
[CUSTOMER][NEUTRAL] Like where I guess I had sent it when it changed over to his name.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] I mean I know we're gonna be using this a good bit here so.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I've never done this before, so, uh, so, so that makes it uh a little bit, so, so I guess just for, uh, I guess my, while we're on the phone.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I need to get like the diagnosis, like some kind of form, is that like a form? What is that exactly? I don't even know what that looks like.
[AGENT][NEUTRAL] OK, so it's.
[AGENT][NEUTRAL] It's the initial.
[CUSTOMER][NEUTRAL] And, and, and I want to say something to you.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I, I'm not the one, I'm not going to a lot of these appointments with them because I live so far away from him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but I will be going to some of them, I guess when he has surgery, which is scheduled like.
[CUSTOMER][NEGATIVE] Next week, uh, so I, I need to figure out, I don't like I don't even know how to request that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Like what does that form look like? Is it 28 pages long? Is it 1 page long? Is it, is it, is it, you know, what is it?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So what you're going to need is the initial pathology report.
[CUSTOMER][NEUTRAL] OK, I have that. Well, I don't have it in my hand, but I, I can get it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So the initial pathology report will have his diagnosis on there, the initial diagnosis of cancer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if he's gone, he's gonna have, um,
[AGENT][NEUTRAL] For hospitalizations or surgery, you'll need an itemized bill.
[AGENT][NEUTRAL] With diagnosis codes and procedure codes from each medical provider.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] An itemized bill.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's also called an itemized statement.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] State, OK.
[AGENT][NEUTRAL] And then if you have any other medical career.
[AGENT][NEUTRAL] You'll need the explanation of benefits from any of his other medical, major medical insurance.
[CUSTOMER][NEUTRAL] OK, so explanation.
[CUSTOMER][POSITIVE] The benefits.
[AGENT][NEUTRAL] OK, so now we know he's going to have surgery.
[CUSTOMER][NEUTRAL] Oh, that's gonna be difficult for me to get from Medicare, from Medicare, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So we know that he's going to have surgery. So you're also going to need an operative report.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Opera to report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Surgery.
[AGENT][NEUTRAL] Has he had to do chemo or hormone therapy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not, not yet. Yeah, uh, so really, like, I, I mean, I guess the expenses thus far.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean that I'm assuming are claimable against this uh policy here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I really don't know man. Uh, I mean, we, he did a diagnosis. He did like the, the path report and with the diagnosis. So I need that regardless. I don't know uh.
[AGENT][NEUTRAL] Yes, always have to have that because that's, that's the only way we know that he's been truly diagnosed with cancer is from the pathology report.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Like I had brought him over to.
[CUSTOMER][NEUTRAL] Like like [PII], that's where like he's having the surgery.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and that like he had to go do like his initial, I guess, uh, consultation with the actual cancer doctor that was after his diagnosis.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and I don't know, is that, is that something I can claim on this too?
[AGENT][POSITIVE] I would definitely turn it in. I would turn in anything.
[AGENT][NEUTRAL] That you have done
[CUSTOMER][NEUTRAL] OK, and then I stay and and again I know some of this like reimburse lodging.
[AGENT][NEUTRAL] Yeah, if it's, if it's 50 miles or more away from his home.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it and it is, um, and that so.
[AGENT][NEUTRAL] Yes, save all those receipts.
[CUSTOMER][NEUTRAL] So I say, I say, I have the hotel room, which I paid for it, so I'm trying to, is that OK? I mean.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, I can, I can, I can actually do the expenses even though it was on my credit card, great.
[AGENT][NEUTRAL] Right, because it's for him, I mean.
[CUSTOMER][POSITIVE] Right, cool, cool, yeah, definitely. I mean, I, I have no other reason to be in [PII], I can promise you.
[AGENT][NEUTRAL] Yeah, I would turn in, it says travel and lodging expenses. So turn in all your travel and all your lodging expenses.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All travel and lodging.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Uh, I know, do I have to like show like.
[CUSTOMER][NEUTRAL] I would give the address of his house and the address of the
[CUSTOMER][NEUTRAL] Hospital for the like the like to prove the mileage or is that how that works or not?
[AGENT][NEUTRAL] Right, right, on the claim form.
[CUSTOMER][NEUTRAL] OK, and that's how y'all, y'all, do y'all do, did y'all reimburse mileage? Is that what's, how does that work?
[AGENT][NEUTRAL] Yeah, mileage, um, travel and lodging. And on the claim form it has family member lodging.
[CUSTOMER][NEGATIVE] OK, um, yeah, again, just treat me like an infant here because I have no idea what I'm doing.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] That's OK. Now, I was just letting you know that it was on there so when you saw it.
[CUSTOMER][NEUTRAL] OK, alright, so I guess to start the pathology report.
[CUSTOMER][POSITIVE] The travel and lodging so far, that, that is something that I could actually claim currently.
[AGENT][NEUTRAL] Right. But you have to have that pathology report for sure. And uh,
[CUSTOMER][NEUTRAL] Oh yeah, yeah, no, no, I know that. Yeah, no, no, I know that's like number one. I know, I get that.
[AGENT][NEUTRAL] Right. And the itemized statement with the uh diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK, so the itemized statement I need that for the pathology report OK.
[AGENT][NEUTRAL] Yeah, you need that. That's in, in separate of the pathology report. You also need the itemized statement with diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then separate from that, you'll also need the explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah, I got that. So, uh, pathology report.
[CUSTOMER][NEUTRAL] Itemized bill which with the itemized statement which that also includes for the path report right needed all the procedures done for that.
[AGENT][NEUTRAL] It should have the diagnosis and procedure codes on there, but still get that pathology report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll start with that. Um, and then estimate explanation of benefits from his insurances.
[CUSTOMER][NEUTRAL] OK and then.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Your travel.
[CUSTOMER][NEUTRAL] Operative operative reports for the surgeries, right?
[AGENT][POSITIVE] Yes, you'll need that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then all travel and lodging.
[CUSTOMER][NEUTRAL] Expenses meaning like hotels and then I'll put in like where his house is where everything OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that it? I I can do all that via the online.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Portal, correct? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And how, how long do I have to file this because.
[CUSTOMER][NEUTRAL] It might take me a little while to figure out.
[CUSTOMER][NEUTRAL] Not necessarily figure it out, but like actually receive some of this stuff, you know.
[AGENT][NEUTRAL] Oh well.
[AGENT][POSITIVE] Well, you're gonna be happy to hear this then.
[CUSTOMER][NEUTRAL] Because uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we do not have a timely filing limit on claims.
[AGENT][NEUTRAL] So what that means is as long as he was covered on the date of service where he went to the doctors,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, he has been.
[AGENT][NEUTRAL] You can file a claim at any time.
[CUSTOMER][POSITIVE] Oh, I'm, I'm definitely happy to hear that. cause, cause, cause in the middle of, you know, I mean, I'm trying to help as much as I can, but I live, I live 5 hours away from him, so.
[CUSTOMER][NEUTRAL] It makes it a little bit more difficult for me, so I'm trying to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know, you have to make all the phone calls and you know they don't wanna talk to you and then you gotta say, well, I got power of attorney and you gotta make, you know, all that, you gotta go through the whole rigmarole with the whole thing, so um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, I understand. Well, just real quick, can I get you just to verify your daddy's address because I didn't do that at the beginning of the call. I wanna make sure we've got everything correct.
[CUSTOMER][NEUTRAL] I'm sure
[CUSTOMER][POSITIVE] Yes, yes, ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you know the phone number? It looks like it's the same number you're calling from.
[CUSTOMER][NEUTRAL] Oh yeah, and I may have done that when I, when I kept the policy originally, but my, I mean it is gonna be this phone number if, if um anything needs to be discussed about this, but it's the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, and then the email address that's on the policy?
[CUSTOMER][NEUTRAL] Uh, I mean, I'm hoping it's mine, but uh it's, is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, all right, that is my, that's my email address. OK, good, good, good, good, good.
[AGENT][NEUTRAL] If I remember right, I might have been the person that helped you way back when.
[CUSTOMER][NEUTRAL] You may, you may have man.
[AGENT][NEUTRAL] Yeah, cause I'm looking, I'm looking, you're, you're sounding familiar to me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, good, that's even better.
[AGENT][POSITIVE] So, I'm looking in the notes and I think I did, I did help you.
[CUSTOMER][NEUTRAL] Well, well, you helped me a lot last time. So here I am again. I, I, I, I didn't want to come back. I didn't actually wanna, I mean, I don't wanna talk to you again because I, I, I know I'd be talking to you under this circumstance, but uh uh I guess I'm glad to be maybe talking to the same person I did last time.
[AGENT][POSITIVE] Well, I'm glad.
[AGENT][NEUTRAL] Uh, right.
[AGENT][NEUTRAL] Yes, me too.
[CUSTOMER][POSITIVE] Are y'all are y'all in [PII]? Is that where y'all are based? OK, good deal.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Good deal. Yeah, well, I guess this is a good policy that mom picked up all those years ago, so.
[AGENT][POSITIVE] It is, it is a good one.
[CUSTOMER][POSITIVE] I'm, I'm glad she had it, so I'm glad we kept it.
[AGENT][POSITIVE] And she's had it forever. Like, yeah, I'm glad.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You guys' original policy listen to this was from [PII].
[CUSTOMER][POSITIVE] Wow, so yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, I've been paying into it for a long time. I, I guess, I guess it was a good thing to have it. We, we have something similar to me and my wife, so that's, uh, it's a good thing. Um, hopefully, we don't ever have to use it. I guess rather have it and not need it, and, you know, need it and not have it, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and I'm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely. Absolutely.
[CUSTOMER][NEUTRAL] Well, I think that's it. I'll try to set up this account, uh, but using my mother's social security number, that was, that was one of the reasons I was calling and then just get some clarification on how to do this because she would have been the one.
[CUSTOMER][POSITIVE] That would have done any claims before and then now it's me so yay ya for me, right?
[AGENT][POSITIVE] Yes. Yeah, but you're gonna know by the time you get finished with this, you'll be able to work with us.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, oh yeah, no, I.
[AGENT][NEUTRAL] Because there's so much to it.
[CUSTOMER][NEUTRAL] Oh, I, I see that.
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][POSITIVE] But you know, hey, it is what it is, and uh like I said, I'm just glad at least she has this so.
[CUSTOMER][POSITIVE] Um, all right, good deal.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so very much for your help and uh.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I guess, I guess the good news is I don't have a time frame on when to file this, but, uh, uh, the bad news is that we're filing anything at all. So anyway, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Well, thank you so much for your help.
[AGENT][POSITIVE] Yeah, that'll take some pressure off your shoulders while you're doing it. You're gonna feel a whole lot easier and better knowing that you don't have that pressure of having to have it done by a certain day.
[CUSTOMER][POSITIVE] Definitely no that that helps a lot so.
[AGENT][NEGATIVE] Uh, oh, I think we lost each other again.
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, can you hear me now?
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] I think we lost each other.
[CUSTOMER][NEUTRAL] Hey, I can hear you now.
[CUSTOMER][NEUTRAL] Hey I can hear you now.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. That's weird. Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII].