AccountId: 011433970860
ContactId: 8d15af1d-f118-4d95-aada-93386a3ec853
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2020859 ms
Total Talk Time (AGENT): 619731 ms
Total Talk Time (CUSTOMER): 830170 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/8d15af1d-f118-4d95-aada-93386a3ec853_20250417T18:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, [PII], my name is [PII] and the policy number is 980132813.
[AGENT][NEUTRAL] 980-132-813.
[CUSTOMER][NEUTRAL] Uh say it again, I wasn't paying attention.
[AGENT][NEUTRAL] It's OK. Um 980-132-813.
[CUSTOMER][NEUTRAL] Oh, that is not an A. It's an A as in Albert.
[AGENT][NEUTRAL] 098.
[CUSTOMER][NEUTRAL] Nan Albert.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, now Albert, right.
[AGENT][NEUTRAL] And then the rest was correct though?
[CUSTOMER][NEGATIVE] Uh, no, the address, the address is not correct.
[AGENT][NEUTRAL] No, no, no, was the rest of the policy number that I gave correct?
[CUSTOMER][NEUTRAL] Oh yes, uh-huh, right, mhm.
[AGENT][NEUTRAL] OK, hold on one second, I'm just pulling it up.
[AGENT][NEUTRAL] All right, now I have you here. I just need you to verify your date of birth and your mailing address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII] and the address on file which we need to change it is [PII].
[AGENT][NEUTRAL] OK, we need to change that. And then what about your email address?
[CUSTOMER][NEUTRAL] Uh, email, what, what, what do you have for email address?
[AGENT][NEUTRAL] Looks like [PII].
[CUSTOMER][NEUTRAL] No, no, that was my wife and she is deceased.
[AGENT][NEUTRAL] OK, so we need to change your mailing address and your email address. OK, what's your current mailing address?
[CUSTOMER][NEUTRAL] OK. Let me get, I'm getting my email address to make sure I've got it right. Uh my current mailing, my, my, my current mailing address is [PII]
[AGENT][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] And can you spell the airline, it's, it's like A [PII] L [PII] E?
[AGENT][NEGATIVE] It's breaking up.
[CUSTOMER][NEUTRAL] Yeah, [PII] Airline [PII] airline like an airline.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Columbus
[CUSTOMER][NEUTRAL] Mississippi.
[CUSTOMER][NEUTRAL] 397-002
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] So just to confirm, [PII]?
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] I'm sorry, 02, I said it's a 2 there, I said that completely wrong. Yes, sir, um, airline, I'm just saving it. Hold on one moment. And then um what about your email address?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, I'll spell it and it's all in lower case.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct. That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I've updated your mailing address and the email address on file. And how else may I assist you today?
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] I am having, uh, I, I have prostate cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am fixing to start my treatments.
[CUSTOMER][NEUTRAL] And uh I need to know what all documents I need to file a claim and when do I file a claim?
[AGENT][NEUTRAL] OK, let me pull up your benefits. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment, and I'm pulling them up now. Hold on one moment.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold while I pull up the benefits?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 123923 83. OK.
[AGENT][NEUTRAL] So what's the benefits?
[AGENT][NEUTRAL] Wait, what
[AGENT][NEGATIVE] I don't feel comfortable doing this.
[AGENT][NEUTRAL] Uh what? it'll pay. Wait a minute.
[AGENT][NEUTRAL] So it's $7500 for chemotherapy, then he has an additional.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Is it saying the policy is going to pay $100?
[AGENT][NEUTRAL] A day
[AGENT][NEUTRAL] Up to what?
[AGENT][NEUTRAL] With 7500 annual chemo limit.
[AGENT][NEUTRAL] And then, so he has that and
[AGENT][NEUTRAL] So he has
[AGENT][NEUTRAL] 1500 I guess, I mean 15,000 essentially.
[AGENT][NEUTRAL] Because the 7500 for that.
[AGENT][NEUTRAL] And then the $100 a day plus or with $7500.
[AGENT][NEUTRAL] So it's like 15,000, is that right? Where is this the policy certificate? That ain't it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh man, this is not no certificate. That tells me nothing.
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] Yeah, that's the same thing I've been looking at that's nothing there.
[AGENT][NEUTRAL] Right, but that's not, we're not looking for the life benefits we want the cancer policy benefits.
[AGENT][NEUTRAL] Is there anything, oh [PII].
[AGENT][NEUTRAL] 8 pieces. That's a lot, or better than 25.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[CUSTOMER][NEUTRAL] Fine. How are you?
[AGENT][NEUTRAL] I'm doing good. I don't think I need to transfer. I just have a question, but if we can't find it, then I'm gonna have to transfer. Um, can you look at this with me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's um policy 93383.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On PIBFT, so I'm trying to call him benefits, but there's no, um, he's been with us since like '93. There is no policy, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is, what's labeled as policy, sir, on Onase is just like verbiage, like there's no breakdown or anything. So I'm trying to figure out this daily hospital benefit.
[AGENT][NEUTRAL] With the 7500, so he has 15,000 altogether towards chemo and radi radiation, or?
[CUSTOMER][NEUTRAL] He has 7500.
[CUSTOMER][NEUTRAL] For the chemo radiation.
[AGENT][NEUTRAL] So is that just one or is the daily hospital benefit and then the chemo benefit separate?
[CUSTOMER][NEUTRAL] The daily hospital benefit, looks like he has a $100 daily benefit.
[CUSTOMER][NEUTRAL] Um, I don't know why the policy certificate is not out here though.
[AGENT][NEUTRAL] But I'm confused. So is that saying because he has the $7500 annual chemo limit, he has the $100 or this is an additional $7500 with the chemo benefit?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm let me see here.
[CUSTOMER][NEUTRAL] So he has
[AGENT][NEUTRAL] I'm gonna check back with him right quick, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Looks like you might have the OK.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I'm still here with you. I just want to check on you. I had to do a little digging um because you've been with us since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I just want to make sure I have everything together, OK?
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] That was cute.
[AGENT][NEUTRAL] OK, I'm back.
[CUSTOMER][NEUTRAL] OK, so it looks like what he does have, he within the base of his policy, he does have a 7500 annual chemo limit and he has the additional chemo writer that pays $7500 in addition.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's 15.
[AGENT][NEUTRAL] For chemo.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] OK. I just want to make sure and then he has that intensive care rider and then, OK, and the hospital benefit, is it just $100 a day, there's no max because I, I looked through the document.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, there is a max. He has a daily, uh, see, that's the thing. This is, I'm not sure what the daily is. We really would need to see the policy to certificate to see what the max is daily, which it is not out here. I'm looking at the back files to make sure it's just not, it's not listed differently.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see which one I was in. I saw, I saw somewhat of a breakdown, but it did, it still didn't say the uh the max for the daily though, which, um, I think it was the eight-page one. Hold on, let me see.
[CUSTOMER][NEUTRAL] See, it doesn't
[AGENT][NEUTRAL] No, that's not it. It might have been the one with the 20 something.
[AGENT][NEUTRAL] Oh no, here it is. It's on the one with 8 pages.
[CUSTOMER][NEUTRAL] Yeah, if you want to know.
[CUSTOMER][NEUTRAL] With 8 pages? OK, let me see if I see that one.
[AGENT][NEUTRAL] On page 2.
[AGENT][NEUTRAL] It says back file [PII].
[CUSTOMER][NEUTRAL] OK, I hadn't looked at that one yet. OK, let's see.
[AGENT][NEUTRAL] I found that, but I still didn't see a Max though.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There's 2 of them out here. Maybe I'm looking at.
[CUSTOMER][NEUTRAL] OK, let's see, hold on, that has claim stuff in that one.
[CUSTOMER][NEUTRAL] And click on this other one that says that same [PII] date.
[CUSTOMER][NEUTRAL] No, they still don't tell us the number of days. We definitely need to request to have the policy, um.
[CUSTOMER][NEUTRAL] Upload it into the system.
[AGENT][POSITIVE] OK. I'll make a hub for it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that still doesn't tell us the next day.
[AGENT][NEUTRAL] Well, I'm gonna just tell him 100, yeah, if he, I hope he don't ask me how many, but I'm gonna just read it how I see it.
[AGENT][NEUTRAL] And um I'll put the hub in so we can get the policy sir.
[CUSTOMER][NEUTRAL] Yeah, if she needs to know the day, then yeah, yeah, cause it definitely needs to be in here.
[AGENT][POSITIVE] OK. Well, thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, you're welcome.
[AGENT][POSITIVE] Alright, have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, so I got the answer for you. So, for chemo and chemotherapy and radiation therapy, you have a total of $15,000 that you can use. Um, you also have on the policy the intensive care rider, and then there's a um daily hospital benefit that pays $100 up to $100 per day. Um, the intensive care is up to $300.
[AGENT][NEUTRAL] That one doesn't have a per day.
[CUSTOMER][NEUTRAL] OK, well, uh.
[CUSTOMER][NEUTRAL] OK, I haven't been writing this down. I've just been listening. Let me tell you my particular situation. Let me tell you my particular situation as I know it today, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Uh, I have uh.
[CUSTOMER][NEUTRAL] I've been diagnosed with adenocarcinoma and that is prostate cancer.
[CUSTOMER][NEUTRAL] And uh I have uh through, we did that through biopsies. OK. Now, uh that has been read and, and the doctor has the, uh, I'm going to uh uh a urologist and he has suggested that we go two routes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] One of the routes, one of the routes is to take a drug which I don't think is chemo. I'm not real sure, but I don't think that it's chemo and it's called Lupron.
[CUSTOMER][NEUTRAL] Now, Lupron is, is an injection that you take once every 120 days. Now, I've already started on the Lupron.
[CUSTOMER][NEUTRAL] Uh, as the day before yesterday, and I will not get another injection of that for 120 days from yesterday. OK. Now, uh, along with this, I'm gonna have, I'm gonna go to a radiologist oncologist, and they are going to, uh, after we put the seeds in, not the seeds, excuse me, the markers in the prostate.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where the oncologist, where your oncologist can know where to shoot, where to shoot for, you gotta have a marker. So that's gonna be done in about, uh, let's see, I think that's gonna be done on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But in the meantime, um, he wants me to go to the oncology radio radio oncologist and just discuss the whole thing with him and
[CUSTOMER][NEUTRAL] In the, uh, here's what it will be. I will take loopon injections.
[CUSTOMER][NEUTRAL] Every 120 days.
[CUSTOMER][NEUTRAL] For 2 years.
[CUSTOMER][POSITIVE] And then along with that starting within a month, I'm gonna start the radiation that will last approximately 6 weeks, 5 days a week. At that point, he is pretty sure we don't know, we just don't know, but he's pretty sure that it will be, uh, I'll be free of cancer. Now that's where I am on that. Now the other thing is I want to tell you is that I don't know how this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy is calculated, uh,
[CUSTOMER][NEUTRAL] I, I don't know yet and won't know until the end, but I am on Medicare.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and I also have a supplement.
[CUSTOMER][NEUTRAL] And between the Medicare and the supplement, all cost should be paid by those two entities, and I should have no expense. Now we'll just have to see how that goes. Now, I had a I, I made a claim with you all back on [PII]. I had a melanoma.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And as well as I remember, and that's a long time ago, uh, I got just a lump sum amount from uh from American Family Life, and, and I didn't know what and, and now my question I now I boil it down to my question, is this a payment of lump sum or is this a payment of what is left over after all insurance is paid that are not paid?
[AGENT][NEUTRAL] What's left over after the insurance pay that are not paid, right. So as your secondary, it would, it would be more towards the 2nd.
[AGENT][NEUTRAL] Uh, option you gave me, because your, so your major insurance, Medicare is going to apply and then the hospital is gonna send or the facility is gonna send everything to us after Medicare if there's something left over and we'll apply. Now, depending on what the treatment is.
[AGENT][NEUTRAL] This policy only covers chemo or radiation for that 15,000. So if it's not one of those, it wouldn't be covered by this policy, this this cancer policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well, I am gonna have as it stands right now it it appears that I am going to have 6 weeks of radiation.
[AGENT][NEUTRAL] Radiation, OK.
[AGENT][NEUTRAL] So then, yes, so what you'll do is whenever they, you know, when they ask you for your um insurance information, go ahead and put all your Medicare, then um you'll put your policy number with us down and our phone number so that they can bill, you know, bill us as soon as the bills come out after Medicare does what they need to do and then um.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, uh, right, as, as I understand, uh, as I know for sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medicare will pay 80% of all procedures.
[CUSTOMER][NEUTRAL] Uh, my supplement insurance, which is with Woodman and stuff, I can't remember right now, but it does pay 20% or it pays the amount that Medicare does not pay to bring the uh
[CUSTOMER][NEUTRAL] The uh medical industry that is charging for all of these procedures, it pays them the two together pays 100%.
[AGENT][NEUTRAL] 100%. Mhm.
[CUSTOMER][NEGATIVE] Yeah, without, without having anything to do with American uh family life.
[AGENT][NEUTRAL] Oh, well then
[CUSTOMER][NEUTRAL] So in the end it should be.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] No, no, go ahead.
[CUSTOMER][NEUTRAL] Well I was just gonna say.
[CUSTOMER][NEUTRAL] I don't remember when I made a claim I had a melanoma back on [PII], and I don't remember my wife was alive at that time and she more or less handled it all and I don't remember whether uh uh American family paid any amount on it because I had Medicare.
[CUSTOMER][NEUTRAL] As well as I had uh the supplement. So I don't know whether uh whether uh American family pays a lump sum or do they pay what's not paid when, when Medicare and when uh uh the supplement is paid and if there's anything left over, that's what I don't know.
[AGENT][NEUTRAL] Well, hold on one second.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] So this policy doesn't have a lump like a first occurrence, which is the lump sum. This policy doesn't have it, but you do have the coverage for the treatment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which would be, it'll
[CUSTOMER][NEUTRAL] But what if, but what if it's paid by all the sources 100%?
[CUSTOMER][NEUTRAL] Does uh does American uh family pay anything?
[AGENT][NEGATIVE] No, if it's paid at 100%, they probably are not going to bill us.
[AGENT][NEUTRAL] Because it would have been satisfied.
[CUSTOMER][NEUTRAL] OK, alright, so.
[CUSTOMER][NEUTRAL] Oh yeah, it would be satisfied, you know, we don't know that until this is over with, yeah, right, but we don't we, we don't know that.
[AGENT][NEUTRAL] Between the two.
[AGENT][NEUTRAL] No, it's something that
[AGENT][NEUTRAL] Right, that's what I was gonna say, if some
[CUSTOMER][NEUTRAL] All right, now do I.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, I kind of broke up there.
[AGENT][NEUTRAL] Oh, it's OK. I was just saying, um,
[AGENT][NEUTRAL] That's how it is now from what what we're getting now, but if something changes and after both insurances, Medicare and your secondary apply, if there is something left over, you do still have that um radiation treatment max to use as well. So I guess it could kind of be like a, a backup, but if the other insurances have paid and there's no um
[AGENT][NEGATIVE] There's no balance to pay towards that, then they probably won't even bill us.
[CUSTOMER][NEUTRAL] Alright, OK, now my next question is, do I need to start with to give them.
[CUSTOMER][NEUTRAL] Give them the American public life information where they'll have it on file or should I wait?
[AGENT][NEUTRAL] Um, I would give it to them so that they have it on file. So just in case it's already there and if they don't need to use it, they just don't need to use it. But if they need it, it's there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right. I think I have that and let me verify to you what this little uh wallet a little pocketbook card is, is the insured is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Coverage, I've got family, but it's gonna be single now because I took my wife off 3 years ago when she passed away.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And you should have you should have a copy of that in your file.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yes, it switched to individual coverage.
[CUSTOMER][NEUTRAL] Alright, but I got family on my card and the policy certificate number is 93383.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The group number, the group number is 8540.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, yes, sir.
[CUSTOMER][NEUTRAL] And the plan is cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see what's on the backside of it if there's anything on the back side, I don't see anything. All right, can you send me another card with the correction showing single, not family?
[AGENT][NEGATIVE] Well, to be honest with you, uh, Mr. [PII], we don't even provide cards anymore for the cancer policies.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well then, how, how do I, how do I give them the information?
[CUSTOMER][NEUTRAL] If I don't have, where they can make a copy of, of a card.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Well, um,
[AGENT][NEUTRAL] Either they'll ask for the card or you can just provide them with your policy number and our phone number if they need to verify benefits.
[CUSTOMER][NEUTRAL] OK, are y'all in [PII]?
[AGENT][NEUTRAL] Well, I'm actually in [PII], but we do have a location in [PII] and [PII], [PII] City.
[CUSTOMER][NEUTRAL] OK, all right. Well, I've got some documents here to say uh [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah, y'all in [PII].
[AGENT][NEUTRAL] No, sir, that's, I don't even, well, I know we have business out there, but I, I live closer to [PII].
[CUSTOMER][NEUTRAL] Well, you're opposite in [PII] then, right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] [PII] is like south.
[CUSTOMER][NEUTRAL] OK, and let's see.
[CUSTOMER][NEUTRAL] Yeah, I know what is. I've been through that many times when I was traveling.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] What what would be your address if they needed to make claim what would be the address that they would send the claim to?
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the zip there?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Which is it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] [PII]. I got a daughter that lives in [PII], and I go out to see her about twice a year and I go right through [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What? I've never been. I want to go see it.
[AGENT][POSITIVE] I want to go to Colorado too.
[CUSTOMER][POSITIVE] Well you ought to go.
[CUSTOMER][POSITIVE] Well, everybody wants to go to [PII] because, uh, that's where all the action goes on. But uh, but, um, but, uh, [PII] is very interesting for the size of that town. It's amazing how many air bases and army bases, uh, the Olympic capital of the world is in it, it's a lot of things and, uh, yeah, in, uh, [PII], and if you had, if you're in Oklahoma City.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] You're not talking about maybe a 6 hour drive.
[AGENT][POSITIVE] Oh, I didn't even know it was that close. See, I love nature. I want to go see like, you know, the mountains and the cabins out there when it's snowing.
[AGENT][NEUTRAL] I want to see all that.
[CUSTOMER][POSITIVE] Well, my daughter, my daughter is, is an outdoorist. She really loves outdoors and that is the place for to see all of the stuff and she uh
[CUSTOMER][NEUTRAL] She has a deep Rubicon, and she makes all those trails up into the mountain.
[AGENT][POSITIVE] Man, I would probably fall in love and move out there.
[CUSTOMER][POSITIVE] She loves it. She says she's not coming back to [PII]. That's for sure.
[AGENT][NEUTRAL] Well, if I left to go to [PII], I know I wouldn't be going back to [PII]. I have family in [PII] and [PII].
[CUSTOMER][NEUTRAL] Oh, you do have, yeah, so we, we are only 90 miles north of Meridian.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII] 90 miles north of Meridian, right, and you say you have, uh, in [PII] and, and, OK, all right, OK.
[AGENT][NEUTRAL] No, not [PII], [PII] is [PII].
[CUSTOMER][NEUTRAL] Oh, in [PII] [PII], right, OK. All right. OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, well, you know a little something about [PII] then, don't you?
[AGENT][NEUTRAL] Just a little bit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Well, good. Well, great, it's nice talking with you.
[AGENT][NEUTRAL] All right, Mr. [PII].
[AGENT][POSITIVE] And you also, was there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No, I just wanted to get this straight since I'm gonna have to be going through some cancer treatments. We're, we're not gonna do any, we're not starting off going to do any, uh, uh, surgical in uh in uh surgical procedures we're not do that. We're not gonna do that.
[AGENT][NEUTRAL] Invasion. Mhm.
[AGENT][POSITIVE] Good.
[CUSTOMER][POSITIVE] We're gonna, we're gonna go the other route. So anyway, you helped me a uh very immensely, and I appreciate it very much and you have a great day.
[AGENT][POSITIVE] Thank you, Mr. [PII], you also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you, thank you. Goodbye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.