AccountId: 011433970860
ContactId: 8071facd-c9f7-4fe2-a67c-f2a9ad6842bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2152159 ms
Total Talk Time (AGENT): 628975 ms
Total Talk Time (CUSTOMER): 789428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8071facd-c9f7-4fe2-a67c-f2a9ad6842bc_20250129T16:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII].
[CUSTOMER][NEUTRAL] And I've changed checking accounts and I had you guys on that withdrawal, and you haven't got the new account information. I'm in a rehab facility right now.
[CUSTOMER][NEUTRAL] I've had insurance with you guys over 40 years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] This is the first time I've needed some claims cause you pay for hospital stays and ambulance trips.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I called this in, uh wrote in, talked to them, and they're not filling the claim, they're giving me a run around.
[CUSTOMER][NEUTRAL] Uh, and then I've got to go.
[CUSTOMER][NEGATIVE] Get all the bills, which I'm not physically able to do that.
[CUSTOMER][NEUTRAL] I've been in and out of the hospital over here at this rehab.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My sodium crashed and it's getting back to normal, and they're trying to get my strength back.
[CUSTOMER][NEGATIVE] Uh, but if you guys aren't gonna honor these claims, I'm not gonna keep paying you, uh, even though I've had it for 40 years, I sure thought you honor the claims.
[AGENT][NEUTRAL] Mm, OK, um, I can check and see if we're asking for additional information or what's happening, um, because, yeah, without a complete claim, it's hard to process a claim, but I can go ahead and check and see what's going on. Um, what is the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I don't have it here with me. I just, my daughter-in-law brought me, oh I got, let me, hold on, let me get my glasses on.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] I'm still here, yes.
[CUSTOMER][NEUTRAL] Alright, I've got a letter from you guys.
[CUSTOMER][NEUTRAL] Uh, staying it wanting the information.
[CUSTOMER][NEUTRAL] Uh, let's see here the number if I can make it out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 120.
[CUSTOMER][NEGATIVE] I'm not sure what that's the number 2 that's printed on this.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, do you see anything where it says confirmation number?
[CUSTOMER][NEUTRAL] It says policy number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Nothing on here.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's uh, all you gotta do is check with Medicare.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh oh surety, because they're the two insurance policies that's paid on all this.
[CUSTOMER][NEUTRAL] But I've got 2 trips to Saint Anthony's, 2 trips to uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mercy Hospital.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Now I'm back here in this rehab unit and that's over, that's been over the last 3 or 4 months, all that.
[AGENT][NEUTRAL] OK. Let me see if I can find your policy first because that number you're giving me is not uh a policy.
[CUSTOMER][NEUTRAL] But the first one.
[CUSTOMER][NEUTRAL] I'm sorry, I'm not like.
[CUSTOMER][NEUTRAL] I can't understand what you're saying I'm sorry.
[AGENT][NEUTRAL] OK, I need to find, it's OK. I need to find your policy first in order to make any determinations or to see what's going on, uh, but the number you provided to me is not pulling anything in our system.
[CUSTOMER][NEUTRAL] I've got that here.
[AGENT][NEUTRAL] Um, let me see if, yeah, that number is not pulling anything. Mhm.
[CUSTOMER][NEUTRAL] That number
[CUSTOMER][NEUTRAL] It's, it says.
[CUSTOMER][NEUTRAL] It says policy number.
[CUSTOMER][NEUTRAL] 98
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I think that's a 9.
[CUSTOMER][NEGATIVE] These glasses aren't the best in the world.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's 9800.
[CUSTOMER][NEUTRAL] 59,120
[AGENT][NEGATIVE] Yeah, that's too many numbers.
[CUSTOMER][NEUTRAL] It says, it says that's my policy number.
[AGENT][NEUTRAL] OK, on that paper, what's the name of the company?
[CUSTOMER][NEUTRAL] Did it come from your company?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it says APL up on that and this 800 number to call.
[AGENT][NEUTRAL] OK, APL, OK. Um, do you see any other numbers besides that number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the only phone number on there.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, uh,
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] I said, I don't have any of the paperwork in front of me. I'm in a rehab facility. I'm calling on my cell phone, which I can't hear real well, and the cell phone don't help.
[AGENT][NEUTRAL] OK. And what is your first, the spelling of your first name, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] to what you got printed on this.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] My current address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Over City, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] That's my home address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hopefully, I'm gonna get out of here in another week or two and go back home.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. OK. And let me have my callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Well, hold on. I don't have a pen right here, but hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, give it to me slow.
[AGENT][NEUTRAL] Oh, no, I'm asking for your phone number if we get disconnected.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, on my home phone is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] with an area code of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me give you my daughter-in-law's phone number because she handles all this stuff for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you can leave a message on this, if you don't reach her, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII]?
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] issue. OK.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said her, she's your daughter-in-law?
[CUSTOMER][NEUTRAL] Yes, she, she's also one of the executives here at the rehab facility.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And she takes care of all my stuff for me.
[AGENT][NEUTRAL] OK. Thank you. Uh, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] So, I'll gladly give you my new checking account number and you can continue going up the premiums, but that's only if you're gonna honor these claims. The first one, I fell and broke 3 ribs, punctured my lung, then they had me in the hospital, I had to drain my lung and all kinds of garbage.
[CUSTOMER][POSITIVE] And uh from there, they sent me to rehab. I got better and went home.
[CUSTOMER][NEGATIVE] And I was going down the hallway with my walker, and the wheel hit something, and we slammed me into the wall, gave me a concussion, and I was back in the hospital for that. And then these last two had been sodium issues.
[CUSTOMER][NEUTRAL] And uh right now, they took blood, uh,
[CUSTOMER][NEUTRAL] Sunday.
[CUSTOMER][POSITIVE] And got the results yesterday, and my sodium's up to normal. They're gonna check it again Thursday, and I'm gonna have to check it once a month, even when I go home, cause I don't want it to slide back again. They don't know what caused me to lose it. Uh, I was pretty well salt-free diet, and they've got me on salt pills and everything else, and it's all climbing. So they may keep me on salt pills or something to
[CUSTOMER][POSITIVE] Keep my sodium level up.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But other than that, they don't know what the world caused it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and Mr. [PII], um, I'm looking at the information, and is there any way you can call the, the hospital where you went to and have them to send in the information directly to us?
[CUSTOMER][NEGATIVE] No, I'm not in a position to do any of that.
[AGENT][NEGATIVE] They will not give that information to us um.
[CUSTOMER][NEUTRAL] I can try to.
[AGENT][NEUTRAL] Due to security, um, that's not something that they will provide to us, so they will only either send it to you or send it directly as a claim to us, um, but it has to come from you like the authorization needs to come from you.
[CUSTOMER][NEUTRAL] Well, what number if I can if [PII] can get him to call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What number do I need to call?
[AGENT][NEUTRAL] OK, let me get that information. One moment.
[AGENT][NEUTRAL] Mr. [PII], I'm gonna put you on a brief hold so I can look for that number, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, Mr. [PII].
[AGENT][NEUTRAL] Yes, Mr. [PII].
[AGENT][NEUTRAL] OK, I have the number for you to call and ask um the provider to send in the claim directly, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's that last [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I want to read this all back to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] All right. uh, cause
[CUSTOMER][NEUTRAL] I would think you guys could make these calls easier than I can.
[CUSTOMER][NEUTRAL] Uh, one thing you could just call oh Surety Insurance, their claims department, they can give you the information, cause they, they're a partial pay group with uh Medicare, and they pay on all this stuff, so they've got records of it, cause uh they don't send me, I mean, I don't get any kind of bills.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, Mr. [PII], due to security, um, they don't, they don't give out information.
[AGENT][NEUTRAL] Not to a third party unless you authorize. They don't give information to third parties unless you authorize and that's just a security feature, medical.
[CUSTOMER][NEUTRAL] Well, I can, I can authorize it.
[CUSTOMER][NEUTRAL] I can authorize it. I.
[AGENT][NEUTRAL] You will have
[AGENT][NEUTRAL] OK, you will have to authorize that with them, with your insurance for us to get information.
[AGENT][NEUTRAL] And then we can go ahead and call and get the information but um you had to send an authorization. I'm not sure exactly what they asked for. You have to call them and see what is the process.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] So the best, the easiest way to get this handle is to call the provider and have the provider sending the claim directly to us. That's the easiest way you don't have to do anything. They can take care of that for you.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] All right. Now, this letter is dated [PII]. I just got it yesterday. It says I got a 30 day grace period on my policy because it hadn't been paid because I changed checking accounts and you guys haven't got the information, so I don't want you guys canceling this thing until I know if you're gonna honor the claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if you are, I'll give you the information, you continue to bill me. Like I said, I've been with you for, uh, I know 40 years.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's an accident policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I can, I cannot guarantee uh any payments over the phone. We cannot process claims over the phone. Once we receive the information, we'll be able to process the claim and make a determination, but other than that, I cannot tell you that we are going to pay or not gonna pay the claim until we process the claim.
[AGENT][NEUTRAL] Now, the payment for the premium um is something that um again we sent in the notification indicating that we need the premium to be paid, but it's up to your discretion. um, so you, you can just decide on that, OK?
[CUSTOMER][NEUTRAL] Well, if I got past this thirty-day grace period?
[AGENT][NEUTRAL] If you pass the grace period, then the policy will be terminated.
[CUSTOMER][NEUTRAL] Because really,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Uh bull crap. Can I give you my new policy number?
[CUSTOMER][NEUTRAL] And you guys build them.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it's the same bank?
[CUSTOMER][POSITIVE] Yeah, it's the same bank. It's our best bank.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the routing number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the new policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, hold on, read that routing number back to you. I may have misread it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, you cut it out in the middle bit. 29, is it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now my account number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], is this still with Arvis Bank?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It
[CUSTOMER][POSITIVE] Both accounts with our best bank.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I had to change accounts because somebody stole my identity and to be safe we're changed we changed all that over.
[AGENT][NEUTRAL] Mm. Got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the account [PII].
[CUSTOMER][NEUTRAL] And it was a monthly automatic withdrawal.
[AGENT][NEUTRAL] You say OK, let me repeat this number back to you because in the beginning you gave me one and then in the second time that you're repeating it is a different one so it's 00.
[CUSTOMER][NEGATIVE] I didn't understand that.
[AGENT][NEUTRAL] OK, the policy number, the new policy number for the bank, [PII].
[CUSTOMER][NEUTRAL] You know that's my checking account number.
[AGENT][NEUTRAL] That is your checking account number, so that's correct. OK.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] You know, and that's what you'd be withdrawing from each month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] I've been with Arves I know 20 years or so, and you guys have been making withdrawals from my old account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm gonna repeat the number one more time so I can go ahead and send it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, that's my new account number.
[AGENT][NEUTRAL] OK, OK, so I went ahead and send it over to be changed. Um, let me check and see if they can do the draft, OK? One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right, uh,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, um, I'm sorry. OK. Um, I have a member on the line that he's calling to change his, um, account, you know, checking account number for the draft. Now, the draft is supposed to take place on the [PII] of each month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I'm not sure if when I change it, is it still gonna draft or they need to make a payment over the phone?
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] OK, yes. 70982.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. A policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did it come back?
[CUSTOMER][NEUTRAL] Yeah, it came back um.
[CUSTOMER][NEUTRAL] If we change the bank account number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's already set up to draft for January and February on [PII].
[AGENT][NEUTRAL] OK, so it's just gonna drop for 2 months on the next. OK. OK, that's what I was, um, yeah, that's what I was needing to know because I wasn't sure if that was gonna be the case. OK, and I'm just trying to, I never changed this thing before, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, uh, yeah, I think he's too old to be on this policy though.
[AGENT][NEUTRAL] I'm like, OK
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Right, that's, yeah, I don't know.
[AGENT][NEUTRAL] But yeah, he's trying to get this payment and and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, he's like, well, I don't wanna pay if it it's not gonna pay, but like I said to him, we cannot process over the phone.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, um, so yeah, I'll go ahead and change it. I need to practice on this. If not, I'm never gonna get it. So I'll go ahead and change it and I just need to let him know that we're gonna draft next month for the 2 months, OK? All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I'll check, I'll check on and if it's supposed to be canceled, I'm gonna, I'm gonna lap it and send him a a letter.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. OK. Yeah. All right. OK, thank you. All right. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] But I'll check on it.
[CUSTOMER][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you for holding, Mr. [PII]. OK, so it is set up to draft on the [PII] of next month, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, could I have your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] So, the letter S, [PII].
[CUSTOMER][NEUTRAL] Spell it, please.
[CUSTOMER][NEUTRAL] [PII], is that's your first name?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK. And see, did you give me your last name?
[AGENT][NEUTRAL] Uh, we don't do last names. You can do my last initial. It's [PII].
[CUSTOMER][NEUTRAL] Or just
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So sell in, I can say that I talked to you if there's any questions that come up.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] All right, well, I'll call or I'll have [PII]. I have to get like I say, I'm not in position to do all this right now, but I'll get uh oh surety if they won't uh send you the bills that they got, uh, because they've been built on all of this.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And there's
[CUSTOMER][NEUTRAL] The first hospital, were actually the 1st 2 were accidents. I got an accident policy. These last two weren't, weren't accidents. It was sodium crashes, but
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The way the guy explained to me when I talked to him months ago, that you still pay so much for each hospital visit and so much for each ambulance ride, and they will pay that, he said, but then they started giving me a runaround uh about billing and all.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] As long as it's due to the accident, it is an accident policy. So it will only cover accidents. So, um, like you said before, the first one is, is an accident because you did fail and hurt yourself. So that one will be considered. The other two, if it's just medical, then those are not part of your accident policy. Uh, and this one only pays accident.
[CUSTOMER][NEUTRAL] Well, the way he explained, uh, you guys pay on hospital visits uh entrances, if it's accidental or not, uh, for it's just a, a flat payment of so much money.
[CUSTOMER][NEUTRAL] Uh, for hospital and for ambulance trips.
[CUSTOMER][NEUTRAL] Well, he explained it to me.
[AGENT][NEUTRAL] Mm, let me go through your benefits, but this is an accident policy. Bear with me just a second because, yeah, it's
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Doesn't sound like.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, here's your policy.
[AGENT][NEUTRAL] And this is
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I've had it for over 40 years with you guys.
[AGENT][NEUTRAL] Mhm. Yeah. Let me see exactly what this cover.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] I'm here I'm here I'm checking on it OK? I'm waiting on the document.
[CUSTOMER][NEUTRAL] Uh, well, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I first got the policy, it was a family policy, it covered my whole family, but my boys have got old that they're not covered by it. And now my wife's deceased, she's been dead for a year, this last December. So there's just me on the policy. I'm I'm the one alive.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I see.
[AGENT][NEUTRAL] Alright, let's see, yeah, and it's, it's no policy, so yeah, the documents are a little bit like manual. They're scanning, so it takes a little bit for me to find the information. I'm just looking for the information, OK.
[CUSTOMER][NEUTRAL] What about information?
[AGENT][NEUTRAL] I'm, I'm looking for the information of the policy.
[AGENT][NEUTRAL] Because it's an old policy, they scan the documents to the system, so it's a little bit different to look for the information, OK? It's a little bit more manual.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well, do I need to hold for all this?
[AGENT][POSITIVE] Oh, no, no, no, no, I'm looking, I'm looking into the benefits right now.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, that's all accident.
[AGENT][NEUTRAL] The accident.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The benefits of the policy indicate that it will only cover accidents, so it will not cover any sickness, so it will only be considered for accidents.
[CUSTOMER][NEUTRAL] What about hospital?
[AGENT][NEUTRAL] Only if it was due to the accident.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I'll, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See what I can get all sure to do cause I, I'm really limited here. I don't have numbers or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You've got my checking account number so it's not gonna be a lapse for lack of pay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'll try to get this straightened out uh to uh oh sure he's sending you information, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's kind of where I'm at on this. It might take a while, but if you keep a record that I've called them.
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And everything. I will get back with you one way or another when I get out of here, but uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I appreciate your time, [PII], and, uh,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You can call [PII] and leave a message on that system if she doesn't answer, she'll call you back. Uh, she can answer more questions than I can and uh
[CUSTOMER][NEUTRAL] Anyway, that's where we're at right now until I get out of here.
[AGENT][NEUTRAL] OK, yes, and I'm notating the account right now with this call. So if you call again, they know exactly why you're calling, OK?
[CUSTOMER][NEUTRAL] I didn't understand a word of it.
[AGENT][NEUTRAL] OK. I'm, I'm making a note right now. I'm making a note right now about this call, OK?
[CUSTOMER][NEUTRAL] You're, you're doing what?
[CUSTOMER][POSITIVE] Oh, OK, good. Yeah. That sounds good.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's everything, sir. You have a good day.
[AGENT][POSITIVE] You too, Mr. [PII]. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Goodbye.