AccountId: 011433970860
ContactId: 8dae60b0-8f56-4afd-bcb9-75c87d748a58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1355369 ms
Total Talk Time (AGENT): 482682 ms
Total Talk Time (CUSTOMER): 544329 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8dae60b0-8f56-4afd-bcb9-75c87d748a58_20250520T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. Um,
[CUSTOMER][NEGATIVE] I got a little stupid question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you need my policy number first?
[AGENT][NEUTRAL] Uh, if I could get a good call back number and your policy number, yes sir.
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1600
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] Yes 171.
[CUSTOMER][NEUTRAL] 5334
[AGENT][NEUTRAL] Right, let me look that up for you.
[AGENT][NEUTRAL] Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and phone number?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] My physical is [PII].
[AGENT][NEUTRAL] OK, looks like I'm showing a different address.
[CUSTOMER][NEUTRAL] Not unless you're seeing the [PII].
[AGENT][NEUTRAL] Yes sir, that's the one that I'm seeing.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right and uh what question did you have?
[CUSTOMER][NEUTRAL] OK. Um, my, my next
[CUSTOMER][NEGATIVE] Deal of paperwork that I had to fill out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I had to get another one from the doctor and.
[CUSTOMER][NEGATIVE] I was told I had to fill my portion back out again.
[CUSTOMER][NEUTRAL] And I'm just trying to figure out what would be different other than the dates.
[AGENT][NEUTRAL] Should be mainly from your doctor and employer. Give me a moment.
[CUSTOMER][NEUTRAL] But I are the employer.
[AGENT][NEUTRAL] I don't think you need to fill out your part again. I think it's just the doctor.
[AGENT][NEUTRAL] Well, let me double check on that.
[CUSTOMER][NEUTRAL] OK, that's where I was confused because I, I talked to uh.
[CUSTOMER][NEUTRAL] A woman, not, well, in a couple of weeks because that takes forever for doctors to do their part. Um, but she said that I had to fill out my portion.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the doctor had to fill out his portion again every month.
[CUSTOMER][NEUTRAL] So I just wanna know what changes I mean.
[CUSTOMER][NEUTRAL] On my portion.
[AGENT][NEUTRAL] I believe it's the physician and the employer part. Let me verify that real quick.
[CUSTOMER][NEUTRAL] You know, other than the date.
[CUSTOMER][NEUTRAL] But I don't have an employer.
[AGENT][NEUTRAL] OK, then it should just be the the physician's part, so give me one moment, let me, let me verify that real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They've got a bunch of people confused, don't know what they're doing.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I mean, it also could be I'm confused because.
[AGENT][NEUTRAL] Now, if you don't have an employer, it should just be them, but I am verifying with that before you go through all of that. Um, I know it's the physician part just to verify. Mhm.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Well, well, I'm right, I'm, I'm contracted.
[CUSTOMER][NEUTRAL] Right, I'm excuse me.
[CUSTOMER][NEUTRAL] I'm a contract worker.
[CUSTOMER][NEUTRAL] And I'm contracted through Rexton. I own my own truck.
[CUSTOMER][NEUTRAL] And it's my own business.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are, are you see what I'm saying?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I physically worked for somebody moving their stuff.
[CUSTOMER][NEUTRAL] But I'm contracted so I really don't have an employer.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like your portion will need to be filled out each month. Now, if the doctor changes anything or your physicians have anything new to add, they would fill out their part. You just need to fill out your portion each month, um, just to verify everything is still the same, right? But you don't need your physician's portion unless there's a change.
[CUSTOMER][NEUTRAL] Well, that's why
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, he, he don't give me his proportion or portion, however you say that, um, so I just want to verify.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] That nothing on mine is gonna change other than the dates.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And if your physician ever has any other changes or updates that needs to be made, then we would need his portion, their portion as well. But no, just to continue the month to month, it's, it's your portion.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, well, I
[AGENT][NEUTRAL] Since you don't have an employer.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] A physical employer, yeah.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] So dates is the only thing that changed on my portion.
[CUSTOMER][POSITIVE] Because like I said, I've already got his filled out ready to go.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just was unsure about mine.
[AGENT][NEUTRAL] Right, it's, it's just yours. Yeah.
[CUSTOMER][NEUTRAL] Other than the dates, I don't know if anything changed.
[AGENT][POSITIVE] Yeah, and that's just something that we need to have each time.
[CUSTOMER][NEUTRAL] What dates would be changed?
[CUSTOMER][NEUTRAL] On his portion, what do we? We don't change nothing on his. Yes, do we? What dates do we change?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me pull up your disability portion.
[CUSTOMER][NEUTRAL] I've never dealt with disability. This, this is like my 2nd or 3rd time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it it's so confusing.
[AGENT][NEUTRAL] Yeah, I, I get it's confusing. It's typically done every month just to verify everything is correct and that you are still on disability, um, and then that's always what we need to have just to show, um.
[AGENT][NEUTRAL] So that we can make the payments, yeah.
[CUSTOMER][NEUTRAL] Yeah, well, see, I wish they were.
[CUSTOMER][NEGATIVE] I just wish they would have punted that ball to me the first month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, because I had no clue until a woman called, called me up from your office.
[CUSTOMER][NEUTRAL] And no, I called her up and she said I had to fill it out every month and I was like.
[CUSTOMER][NEUTRAL] I didn't know that.
[CUSTOMER][NEUTRAL] Well, it was a couple of days before she could resend me the stuff.
[CUSTOMER][NEUTRAL] And then there was a, that's why the address got changed because nothing was getting sent to me period.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, I, I definitely understand that that's very confusing, um.
[CUSTOMER][NEUTRAL] When you see that
[CUSTOMER][NEUTRAL] Yeah, see the, the first one I got.
[CUSTOMER][NEUTRAL] Was dated [PII].
[CUSTOMER][NEUTRAL] And I'd had that one a week.
[CUSTOMER][NEUTRAL] And another one showed up dated [PII].
[CUSTOMER][NEUTRAL] A week you know later than the maximum.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. hm.
[AGENT][POSITIVE] Yeah, and I am showing the one that you just mentioned was paid. So you did it, so you did it right, you did everything right. It's just showing to continue through it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, I just
[CUSTOMER][NEUTRAL] But that's why what dates do I need to change on mine?
[AGENT][POSITIVE] That's why I'm looking at it for you.
[CUSTOMER][NEUTRAL] From the
[CUSTOMER][NEGATIVE] Cause I mean, I am so confused.
[CUSTOMER][NEUTRAL] Did you still have to go back.
[CUSTOMER][NEUTRAL] I need my old one.
[AGENT][NEUTRAL] Yeah, I'm sure it's even more confusing since there's a whole portion meant for an employer and you're your own employer, so give me just a moment, let me see.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm not trying.
[CUSTOMER][NEGATIVE] Uh, it's been a head. I wish I could go back to work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean, I, I'm just being honest, I wish it'd just let me go back to work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if your doctor isn't letting you, it's not gonna be easy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Between me, you and a fence post.
[CUSTOMER][NEGATIVE] He's playing a BS game of badminton.
[CUSTOMER][NEUTRAL] And it's with my life.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because the surgeon.
[CUSTOMER][NEUTRAL] Tells me there's nothing wrong.
[CUSTOMER][NEUTRAL] Well, I go to him, which is supposed to read what the surgeon has on the computer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he's running up that blockage.
[AGENT][NEGATIVE] Yeah, that's not fun.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] Well, you
[CUSTOMER][NEUTRAL] I'm not saying, you know, get into my.
[CUSTOMER][NEUTRAL] Physical being, but you think of somebody who's got 20, 25% of heart.
[CUSTOMER][NEGATIVE] They'd be exhausted to get off the couch.
[CUSTOMER][NEUTRAL] You know, I carry out my day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, hm.
[AGENT][POSITIVE] It can also show that you are a hard worker too.
[CUSTOMER][NEUTRAL] You know, 20 25% of my heart.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It could show that you're a hard worker too.
[CUSTOMER][NEUTRAL] Well, I mean, if I only had 20-25% of my heart.
[CUSTOMER][NEUTRAL] It don't matter how hard I work.
[CUSTOMER][NEGATIVE] I couldn't do it because I'd be collapsing.
[CUSTOMER][NEUTRAL] And you know I'm, I'm
[CUSTOMER][NEGATIVE] I'm kind of bad on my temper.
[CUSTOMER][NEUTRAL] My temper goes from 0 to 9 million and.
[CUSTOMER][NEUTRAL] Less than half a second.
[CUSTOMER][NEGATIVE] So 20, 25% of my heart, I should have done drop down with a heart attack.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I, I'll be the first one to admit that. I, I lose it. I can't.
[CUSTOMER][POSITIVE] I can't stop from those.
[CUSTOMER][NEGATIVE] Especially when I know it's BS.
[AGENT][NEUTRAL] OK, it looks like for you will only need to send in the insured's portion.
[AGENT][NEUTRAL] Your initial claim you had to fill out. It looked like everything. This one is showing just sections A through E, which I'll go look at in just a moment and then section sections G through H. So it looks like the only portion you are no longer filling out on your claim is section F, which is the initial disability details. You will still have to fill out um.
[AGENT][NEUTRAL] Anything else, so yeah, so it looks like section A is just the basic your name, phone number and all that just in case anything has changed.
[CUSTOMER][NEUTRAL] Oh dear [PII].
[AGENT][NEUTRAL] Uh, your workers' comp is section B. It's just um a box to check.
[CUSTOMER][NEUTRAL] I'm, I'm
[CUSTOMER][NEUTRAL] OK, I'm looking for letters. I'm not seeing letters.
[AGENT][NEUTRAL] Are you on the um
[AGENT][NEUTRAL] Short term disability claim form?
[CUSTOMER][NEUTRAL] Uh, it says.
[CUSTOMER][NEUTRAL] Hold on a minute. I don't.
[CUSTOMER][NEUTRAL] Trying to figure out what I'm looking at now.
[AGENT][NEUTRAL] And if and if needed, I can email this to you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see section one.
[AGENT][NEUTRAL] Section one.
[CUSTOMER][NEUTRAL] Authorization.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] There's one UTI and then you fill out your initial form and then the doctor's form.
[AGENT][NEUTRAL] Would you, would you prefer me to
[CUSTOMER][NEUTRAL] You personally only go out.
[AGENT][NEUTRAL] I'll wait until she's done.
[AGENT][NEUTRAL] Would you prefer me to email you the claim?
[CUSTOMER][NEUTRAL] No ma'am, I, I'm sitting here looking at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Because it should be section letters, not section numbers, um.
[CUSTOMER][NEUTRAL] Not really sure.
[AGENT][NEUTRAL] So when you go to our claims section.
[AGENT][NEUTRAL] And you go scroll through and find short term disability claim form.
[CUSTOMER][NEUTRAL] Well, so I'm not on the computer. I'm on I got physical paperwork in my hand.
[AGENT][NEUTRAL] Oh, OK, OK. It might look different then.
[CUSTOMER][NEUTRAL] That's why I was like.
[AGENT][NEUTRAL] Yeah, it might look, you might, that might be a difference too. Where did you get the papers? Did you print it off online or did someone give it to you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] A young lady at your office.
[CUSTOMER][NEUTRAL] Uh, faxed it to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she, she accidentally sent it twice, but I got both of them.
[CUSTOMER][NEUTRAL] Because I don't own a computer and.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEGATIVE] The phone don't look the same as the computer.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Yes, sir. Here, let me pull it up. All right, here we go. I think I know which one she sent you.
[CUSTOMER][NEUTRAL] The 2nd, the 2nd time it was, it was.
[AGENT][NEUTRAL] It's still showing the same thing. Um, I'm still showing, I, I pulled up the one that she sent you which is slightly different, um, so it's, but it still shows section A through E and G to H.
[AGENT][NEUTRAL] So if it has page numbers, what, what does the bottom number say?
[CUSTOMER][NEUTRAL] OK, section CD.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, here we, here we go, here we go, here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see the A B C D.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] OK, I wasn't looking for enough in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you, you said I need to.
[CUSTOMER][NEUTRAL] Refill out what part of it again?
[AGENT][NEUTRAL] The insured's part, the statement of insured, which is you, you will fill out section A, B,
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] D
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] G
[AGENT][NEGATIVE] And H is just for is just claim fraud.
[CUSTOMER][NEUTRAL] See, see.
[AGENT][NEUTRAL] Claim form fraud, it's not anything to actually fill out. So when it says section 8, it's just the claim form fraud statements um for you to read.
[AGENT][NEUTRAL] So really the only part of, of your, the statement of insured that you will not fill out is section S because that only pertains to the initial disability. And since you've already filled that out and turned it in, that's the only part you don't fill out. We don't need the physician's statement unless anything changes. Um.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because in section C.
[CUSTOMER][NEUTRAL] You know, it says 226 25.
[CUSTOMER][NEUTRAL] That's the last day I worked. Does that stay the same?
[AGENT][NEUTRAL] Yes, if that's the last day you work and it's typically just to verify that that is the last day that you worked, you're not working while you're on disability, um, it's just that we need that in that statement in there that you're not working while you're on disability. um, so that is one of the reasons why you fill it out. Mhm. And let me double check.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, so honestly the date, the date of signature is the only date's gonna change.
[AGENT][NEUTRAL] Right. So unless you have any other income coming in and any of those change, um, I am showing though section I, it did not tell you to fill it out, but I would go ahead and fill it out because on the very bottom, um, is where you'll sign it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Wait a minute, wait a minute, wait a minute, I'm catching catching up.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, section I.
[AGENT][NEGATIVE] Oh, no, I apologize. My computer freaked out. That was not, please disregard what I sent you. That was my computer freaking out. It scrolled down.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, and they're supposed to take over the world.
[AGENT][NEUTRAL] Section G is where you will end up signing it and the date that you sign it. I apologize, it's, it did a little mega scroll on me.
[CUSTOMER][NEUTRAL] OK, so that's 22 dates that will be changed.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But you're saying everything was filled out correctly.
[AGENT][NEUTRAL] Yes, on your first one, everything was filled out and it looks like we did pay you.
[AGENT][POSITIVE] So you filled it out just right.
[CUSTOMER][NEUTRAL] Yes ma'am, you that no, right, that's not the, the question. I'll just, I wanna be able to send this in.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And be be correct in what I'm sending in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Istead of sending it in and then I pick up.
[CUSTOMER][NEGATIVE] Because I screwed something up.
[CUSTOMER][NEGATIVE] And it just be a total mess.
[AGENT][NEUTRAL] Yeah and if you're faxing it in that is a very quick way to send it in um and so if there's anything different yeah fax it in and then uh the next day maybe the next morning call us to make sure that we've got it um.
[CUSTOMER][POSITIVE] Yeah, that's what I'm gonna be doing.
[AGENT][NEUTRAL] And just keep track of it so if we do need anything from you we can hurry up and get that fixed before uh payment.
[CUSTOMER][NEUTRAL] Alright, fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I know you told me, but who am I speaking with?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh dear [PII], can you spell?
[AGENT][NEUTRAL] It is A [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Yeah, spelling is not my strong suit.
[AGENT][NEUTRAL] It's OK. try having that name. It's not an easy one to spell.
[AGENT][NEUTRAL] I go with whatever they call me.
[CUSTOMER][NEUTRAL] Well, you know,
[CUSTOMER][NEUTRAL] Names are beyond me because my whole life and I'm [PII] old.
[CUSTOMER][NEUTRAL] How do you get
[CUSTOMER][NEUTRAL] Out of [PII] you get [PII].
[AGENT][NEUTRAL] I have no idea. Probably someone wasn't too nice and his name was [PII].
[CUSTOMER][NEUTRAL] Have you ever
[CUSTOMER][NEUTRAL] Yeah, but have you ever stopped and thought about that?
[AGENT][POSITIVE] I don't know anyone with that name, so I've never had to worry.
[CUSTOMER][NEUTRAL] I mean, you know, my name.
[CUSTOMER][NEUTRAL] Yeah, my name's [PII].
[CUSTOMER][NEUTRAL] And short, you know, [PII].
[CUSTOMER][NEUTRAL] But I always wondered that, you know, people named [PII].
[CUSTOMER][NEUTRAL] Have named [PII].
[CUSTOMER][NEUTRAL] My my sister's husband that way.
[AGENT][POSITIVE] Hopefully you like him and you just call him [PII].
[CUSTOMER][NEUTRAL] Well, he's passed away, so.
[AGENT][POSITIVE] Oh, I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] I just figured that's what his parents called him because he's growing up and he, you know.
[CUSTOMER][NEUTRAL] So, uh, yeah, well, you know.
[AGENT][NEUTRAL] We can't speak for all of them.
[CUSTOMER][NEGATIVE] Back then, they, they pretty much laid it out and there was no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Dancing around the bush, so to speak.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Just so I'm correct, date, the dates should be changed will be the dates I sign it.
[AGENT][NEUTRAL] Right, unless anything in your sources of income have changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Lord, no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My outgoing, my outgoings changed.
[AGENT][POSITIVE] Yeah. Well, hopefully you'll be back soon, ready to work. Keep checking with your doctor, see what he thinks.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Well, I just
[CUSTOMER][NEUTRAL] Oh yeah, I'm, I'm going, I got another appointment on the [PII].
[CUSTOMER][NEUTRAL] With somebody else I've never heard of and somehow I made the appointment and I don't know how but anyway.
[CUSTOMER][NEGATIVE] I got a feeling I'm gonna have to go to somebody else because.
[CUSTOMER][NEGATIVE] Just sitting on my keer ain't working.
[AGENT][NEUTRAL] Right, and like I said, when you fax this just wait about a day the next day call us and make sure that we got it.
[CUSTOMER][NEUTRAL] OK, do I need to put attention anybody or?
[AGENT][NEUTRAL] Just attention claims.
[CUSTOMER][NEUTRAL] Just send it.
[CUSTOMER][NEUTRAL] Claims
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Alrighty well I'll probably fax it in this this afternoon and y'all have first thing in the morning.
[AGENT][NEUTRAL] Alright, well go ahead and give us a call in the morning if you if you'd like to make sure we got it.
[CUSTOMER][POSITIVE] Alrighty, I sure will.
[AGENT][POSITIVE] OK. Alright. You have a great day, OK?
[CUSTOMER][POSITIVE] Alright you have a great day. You too.
[AGENT][NEUTRAL] Alright bye.