AccountId: 011433970860
ContactId: 8fcc4956-7521-4738-9d9f-9450c656ec72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1257010 ms
Total Talk Time (AGENT): 465229 ms
Total Talk Time (CUSTOMER): 806149 ms
Interruptions: 19
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/8fcc4956-7521-4738-9d9f-9450c656ec72_20250529T22:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII]. I've got um an insured on the phone. He's called. I've talked to him twice today already. Um, his name is [PII].
[AGENT][NEUTRAL] What's his policy number?
[CUSTOMER][NEUTRAL] His policy number.
[CUSTOMER][NEUTRAL] 2607315
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] He's having troubles with benefits and a card and they told him that he's gonna have to go on COR so he's just wondering how the claims work if he goes on COR, will his claim go through, um, will it still continue to go through? How is he gonna pay for it? He's just got several different questions about.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] His claim.
[AGENT][NEUTRAL] Send them all over.
[CUSTOMER][POSITIVE] OK, thank you, Ms. [PII] bye bye now.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, good afternoon, [PII]. Um, yeah, I hope you can help me [PII]. Now [PII] mentioned your associate that she was gonna kinda explain to you some of the details of, of my um my claim. Did she do that?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, she stated that you were gonna be going on cover and you wanted to know how your claim would be processed.
[AGENT][NEUTRAL] If you were to go on, is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right, right, correct, yeah, if I was gonna go on Cobra or not, this is new to me. I, I made a payment with um benefits and a wallet today, and they mentioned that to me. Now let me, let me give you a little background on this, um, I'm sorry, your name was, your name was.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Your name? I'm sorry, [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK, OK, [PII], are you hearing a little background noise or something? I hear something going on there.
[AGENT][NEUTRAL] I'm not hearing anything. OK.
[CUSTOMER][NEUTRAL] Maybe it's maybe OK, maybe it's maybe it's my phone. OK, uh, so I'm having a little difficulty here, uh, hearing you, but I hear you OK, um, so essentially, [PII], yeah, to, to, to make this short.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] That noise, I'm sorry, um, so to make this short, um, I've been making payments with, um, the benefits in the wallet, and I, I, I had to go out on short term disability. I had a procedure back in April, and they, so all that information was sent to you guys [PII] from my position for myself, and the only form that we were waiting on, um, was a form from my employer and they've been dragging their feet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] Um, because I sent it to them about 2 or 3 weeks ago, so I got on the phone with your associate today, and they talked to my employer and said, please get this information over to us, whether that be through the mail or whether that be through the fax, and they said something about they don't have a fax machine. I don't know, but so, so this has been very frustrating because I paid into this when I was working, you know, and, and it's a benefit that should have been allotted to me and it hasn't been so far, OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, so, so, so now, um.
[CUSTOMER][NEUTRAL] They threw this curveball at me saying, well, you know, eventually you're, you're gonna have to go to Cobra. So my question to you, you may have to get back with me because you may not have the answer, but is.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have to make that decision, you know, whether I had the resources or not to go to COA, which I wasn't anticipating.
[CUSTOMER][NEUTRAL] But since, since my um disability happened during my current, you know, time with benefits in the wallet back in April, um, should I still be covered? I, I talked to one of your associates and they said, well, yeah, you still should be covered, and they told my employer that too, so they were kind of asking that. Could you confirm that um with me, um, please.
[CUSTOMER][NEUTRAL] I don't know if you have my claim in front of you or not.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see, give me one second. I'm trying to pull your policy up, but as long as you were, as long as the accident happened while you were covered under the policy, and so, uh, the disability started in April, you're stating?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, well, yeah, well, I had a procedure in April, and so, so it wasn't really an accident, but it was a, you know, and I let my employer know I was gonna, my, my physician said I'm gonna need some time off to, to, you know, so, so they filled out the paperwork my physician did, my position did and got it over to you guys as well as I did. So right, kind of where we're at and and my employer's been dragging their, my employer's been dragging, slowing down the process by dragging their feet and not giving the form over to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's not my fault. It's out of my hands. It's out of my hands. I can't just go over there and sign this and and hold their hands and.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] So it's not fair.
[AGENT][NEUTRAL] Gotcha. Gotcha. OK. So, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] As long as the disability uh started, you know, when your policy was effective, you should, you should be covered, uh, but there.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, let me see if I can see anything about Cobra.
[CUSTOMER][NEUTRAL] Right, well I, sure, sure.
[CUSTOMER][NEUTRAL] What I paid into.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] I guess what you would consider if I turn out, you know.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, usually what they will do, what they will do is they will take the premium out of your benefit payment.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Until you return to work.
[AGENT][NEUTRAL] Yes so you would be able to receive your payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, I don't think that's a factor. I, I appreciate that, but I don't think that's a factor. I think what the factor is what you said earlier, if I was making payments and if I was covered during this, this disability when it happened in April, then I should be covered whether I keep the insurance or not. No, no, I'm, I'm kind of asking you a question whether I keep the insurance or not. I'd rather keep the insurance, you know, the, um, benefits out of a wallet, but I guess they're trying to tell me, well, pretty soon we're gonna get rid of you, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK. Yeah, as long as, as long as you uh.
[AGENT][NEUTRAL] Your policy was active during the time that you went out on your disability, then you would be covered for that disability.
[CUSTOMER][NEUTRAL] Affect
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Whether I stay with them or not, is that what, is that what you're saying or?
[AGENT][POSITIVE] That's correct. Yes.
[CUSTOMER][NEUTRAL] OK, OK, in [PII]'s terms, OK, whether I stay with him or not, 00, OK, are you pretty sure of that, or you need to talk to your supervisor, or is that something you, you pretty much know, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I mean, right now, your policy is still active. So you will continue to get benefits until the policy is, you know, no longer active. Uh.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] But if you do go on cover, as I stated, usually what I've seen them do is whatever your benefit is for that month, in order for them to, if they, if we don't have the premium to pay it, they will take the premium out of your benefits.
[AGENT][NEUTRAL] So your benefit would be less whatever premium amount would be due in order for them to pay you your benefit for that month.
[CUSTOMER][NEUTRAL] OK, I don't quite understand that. It makes sense, hm.
[AGENT][NEUTRAL] So whenever, so if you are, let's say for instance, they're gonna pay you um
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] Um, I don't know how long you're gonna be out, but let's say your policy is only paid, your policy is only paid through May of this year.
[CUSTOMER][NEUTRAL] Right, right, right.
[CUSTOMER][NEUTRAL] I think they said 33 months 3 months of payments I I believe they said, but yeah, yeah, go ahead, yeah.
[AGENT][NEUTRAL] OK, I was just gonna use a scenario just to kinda, and so let's say for instance we, your policy is only paid through May and and we haven't received any premium from your employer uh for to pay on your premium. So in order for us and you're still out in June, and we in order for us to pay you your June payment, you have to be current with your premium. So when we get ready to pay you your benefit, whatever your benefit amount is.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We would take, we would take whatever premium is due out of your benefit amount and send you the rest of your benefit amount.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Minus the premium, just, just so we're able to pay you. Does that make sense a little bit better?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, right, um.
[CUSTOMER][NEUTRAL] Because as you can tell, this has been no fault of mine. In other words, I should have already been receiving the payments and my bill collectors are knocking, you know, but my employer dragged their feet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Maybe they're not, don't want to help me or something. I don't know what's going on, you know, maybe I need to file a grievance or a uh a pill or something, but, but this is not fair to me. They're milking it out where I won't get paid at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I don't know, but once we get that information, go ahead.
[CUSTOMER][NEUTRAL] But, but I, but I, but, but, but, but, but I, but I understand what you're saying. You're giving me comfort by saying no, we'll be able to take that out of your, you know, and send you, in other words, are, are you, just, just come out and say it, you know, or, or, or, you know, this, this may be, um, it's [PII], right? This may be a scenario that you've never, or, or maybe you have ran into the scenario before, um.
[CUSTOMER][NEUTRAL] You know, so can you assure me that I'm gonna get my payment? It's all I care. What, once, once everything is, you know, I know you have to go through the steps of the claim, but, you know, if the claim gets approved, will I get my payments? That's all I wanna know at the end of the day.
[AGENT][NEUTRAL] Oh, I mean, you know, once we, it does have to be reviewed once everything comes in, so I really without having all the information we really can't I really can't say whether you're gonna get a payment. I can't give any information over the phone about your payment other than what your benefits are and how we process the claims but right now we're just waiting on the information from your employer. Once we get that, your claim will be reviewed again for payment.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] Right, right, but, but I guess the caveat to that is.
[CUSTOMER][NEUTRAL] I think you just already mentioned that you said you guys will take it out of my premium or whatever that is and and send me the payment if if it's approved so I so I so I so in my opinion.
[CUSTOMER][NEUTRAL] All I'm trying to understand is, is can we extend my insurance where I can continue to pay the payments for a month or or not um.
[CUSTOMER][NEUTRAL] You, you're saying if I go default, then, then, then that may, I may not get my disability, even though it wasn't my fault.
[CUSTOMER][NEUTRAL] I did all my paperwork got it into you guys, and you know.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] No, I guess maybe, maybe I'm not understanding what you're saying, um, because like I say right now uh we're, we're waiting on the information from your employer, so it looks like to us your paperwork came in on the around the 16th and so it does take time for everybody, everybody's trying to get their stuff in. So once it comes in we do review it, you know, we review it for payment, um.
[CUSTOMER][NEUTRAL] Right, mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And my favorite, right.
[CUSTOMER][NEUTRAL] What what
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So you know, right, I don't, so I, I guess I don't know what you're meaning when you say with your what's going on with your employer. I have, I have no idea what's going on on that end, but all I know, yeah.
[CUSTOMER][NEGATIVE] Unfortunately, yeah, they're being, uh, right, they're not doing their, their, their due diligence, right? So if this is affecting me when I have no control over it, it, it's not fair. I did my part. I drove over to to FedEx Kinko's and, you know, and fax it, you know.
[CUSTOMER][NEGATIVE] So, so they shouldn't be able to hold me up from getting a payment. And then you guys should be able to maybe talk to your supervisor and say, well, this is not fair to Mr. [PII], that he, he was paying and, and, and, and yeah, I don't know if you could extend it a month or not, but.
[CUSTOMER][NEGATIVE] You know, I think you told me you'd better take it out of my premium if, if, if, if, if, if benefits in the wallet kicks me out their door, you know, because I saw this before they kicked me out the door. I'm not kicked out yet, but they said I'm gonna get kicked out is what I'm trying to, you know.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, so, let, let me ask you this. So are you going to, I mean, are you being terminated or they're just due to the disability?
[CUSTOMER][NEUTRAL] Explain to you.
[CUSTOMER][NEUTRAL] No, um, right, no, we left on good terms, you know, my position, you know, I had to get that procedure and end up being some, some complications. So, so, no, I'm not terminated, um, so I've just been making the payments out of my, out of my pocket, you know, until I plan to go back.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] You know, but, you know, I guess [PII] they're saying that well pretty soon Cobra will be taking over.
[CUSTOMER][NEGATIVE] So that's, that's what I'm concerned about, you know.
[CUSTOMER][NEUTRAL] I've been trying to get my disability for over a month and I may not get it ever now. Is that what you see my concern? Yeah, right.
[AGENT][NEUTRAL] OK, cause I mean the information that uh that we received, it was received on the [PII] of this month, which was maybe a couple of weeks ago, yeah, and so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, mhm.
[AGENT][NEUTRAL] I mean we can only go off what we have in our office and the timeline that we have.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right, which should be good, you know, like I said, I'm explaining it's not my fault that my employer is dragging their feet, but I'm signing the paper in one little simple sheet, all they have to do is put the last day I worked there and all that. I don't know what the problem is, but.
[CUSTOMER][NEGATIVE] I, I shouldn't be penalized for that is what I'm saying.
[CUSTOMER][POSITIVE] So as soon as that comes in your door, hopefully they do.
[CUSTOMER][POSITIVE] You know, I'm praying on it. Then I should start getting my payments if you guys, of course, you know, uh, go through the claim and determine that I'm eligible, you know, that that's what I'm trying to get from you. I'm trying to get, I'm trying to get a warm and fuzzy from you that, yeah, Mr. [PII], once, once your employer sends that and we, you'll, you'll get paid your claim. I mean, your, if, if it goes through.
[AGENT][NEUTRAL] I mean, I can't, if it goes through, I can't, I don't, yeah, I don't guarantee.
[CUSTOMER][NEUTRAL] I, I, I know you can't, but he, he, I, I'm not, I'm not, I'm not, uh, now, now, now, now, [PII], is it [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Your name? Oh, I'm not saying, [PII], that you, you can be a, a, a, a, [PII], uh, uh, you know, uh, crystal ball. I'm not saying that, but I'm saying procedural wise, what is the norm? OK, Mr. [PII] put his claim in back, back in April, May, you know, so, so once this comes in.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What monthly?
[CUSTOMER][NEGATIVE] You know, you can't just kick me out the door. I've been paying, you know, paying it to you guys, you know, for 3 or 4 months, you know.
[AGENT][NEUTRAL] No, I'm not, no, I didn't say that we were gonna kick you out. Once it comes in, we will review it to to a payment. That's what we will do.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But as I stated, you're saying that I guess this probably started in April, but we only got started getting paperwork in May.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know what we once we get it, yeah, yeah, so we just started getting paperwork in May. So at this point we're just still waiting to get the final piece of paper so that we can figure out what we, you know, your benefits, how we're gonna pay and if we're gonna pay.
[CUSTOMER][NEUTRAL] Right, my procedure is in [PII], [PII], right, right, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, but that's good, that's good, but they drag my feet. Hope you empathize with me on that. It's not my fault. My hands were tied. Um, so, hopefully, all I'm trying to get from you is, yes, Mr. [PII], this is standard procedure. Once we get that back from your employer, we will assess the claim and then make our final decision regardless if you're still with them or not, with their insurance or not cause I may not be able to afford.
[CUSTOMER][NEUTRAL] Now they're throwing this curveball. I mean, curveball. I mean, I may not be able to afford the Cobra or so, so that's what I'm telling you.
[AGENT][NEUTRAL] Yeah, and that's what I stated. That's what I stated, as long as the disability happen when your policy was active and right now your policy is still active, your benefits will be there, yes, as long as your policy was effective at that time, yes.
[CUSTOMER][NEGATIVE] This is ridiculous.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, OK, that's, that's what I'm trying to get, get from you, um, right, for lack of understanding, you know, it's not what I do for a living, so, right, OK, right, just trying to see how all that works. So now we can peel the onion a little bit more, so I know you can't advise me either way, but.
[CUSTOMER][NEUTRAL] Since you can't extend, is there any way we can extend, extend it with benefits in the wallet?
[CUSTOMER][NEUTRAL] Uh another month or not?
[CUSTOMER][NEUTRAL] My, my, my coverage.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That you would have to speak with somebody, you with your employer on that cause all we
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEGATIVE] Only thing that I can deal with is your policy here, not with extending any benefits with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or or or what what have you get getting termed out right um.
[CUSTOMER][NEUTRAL] OK, this is the curious thing here, you know, it's, it's not fair to me. I know that much. I did my due diligence, you know, so but I appreciate you telling me that yes, if it, if it was covered during that time and you're then yeah I'll, I'll still be eligible, you know, is that what you're saying?
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] I said if I was covered during that time.
[AGENT][NEUTRAL] Uh, I'm, I'm, I'm not, well, I'm not, I'm not sure. I mean, cause I've answered that like 2 or 3 times, so I'm not sure what you want me to say at this point, sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right, um, I'm, I'm needing you pretty much to spell it out like that in [PII]'s terms. Mr. [PII], if you're recovered during that time, whether you know, you, they turn you out or not, you're still will receive your, your disability, your short term disability. I need you to say it just like that.
[AGENT][NEUTRAL] That is, that is already, that has already been stated, sir.
[CUSTOMER][NEUTRAL] Maybe you're being recorded or something because you're definitely being um coy with your answers. uh, [PII], I appreciate your help, but you know, why, why, why can't you say it again then?
[AGENT][NEUTRAL] Is there anything else that I can help you with, Mr. uh [PII]?
[CUSTOMER][NEUTRAL] Um, um, yeah, yeah, before I let you go, um, now we didn't discuss COR, so are you saying that for the insurance, because I don't know how insurance works, are you saying that that's something I should consider or that's not necessarily, uh, uh, that's a new point? It it doesn't matter either way what whether I pick that up or not.
[AGENT][NEUTRAL] Uh, to us, it does not matter.
[CUSTOMER][NEUTRAL] Either way, OK.
[AGENT][NEGATIVE] No, it does not.
[CUSTOMER][NEUTRAL] Because I was already with benefits and a wall and with APO.
[AGENT][POSITIVE] Mhm. That's correct.
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][NEUTRAL] All right, could you um give me, can we document this conversation?
[CUSTOMER][NEUTRAL] Give me your last name or?
[AGENT][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] I'm, I'm the sneaky here in the office.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] OK, and could you put this in uh in my file that this is something we discussed?
[AGENT][NEUTRAL] Uh, yes, we have to notate every account.
[CUSTOMER][NEUTRAL] On this day
[CUSTOMER][NEUTRAL] OK, that we discussed on this day. OK. All right, very, very good. I mean, you can understand my frustration. I've done my due diligence.
[CUSTOMER][NEGATIVE] And I paid into this, this, you know, into this, so you can understand my frustration there. Now, now they wanna turn me out even though I did this on the [PII]. It is, why are you mentioning that you just got this on the [PII], [PII], [PII], [PII]? That's not a problem and when I just had my procedure in [PII].
[CUSTOMER][NEUTRAL] Is that a is that a problem?
[AGENT][NEUTRAL] No, I mean, I'm saying, uh, with us, I mean, we, uh, what's going on with your employer uh we just really, we don't know and so all we can do is deal with what we have. We received your information on [PII] we reviewed it and we saw that we didn't have everything we need to proceed and we requested that information. So once we get that information, then we are finished reviewing your claim, uh, so.
[CUSTOMER][NEUTRAL] Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-hu[PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Whatever is going, we, uh, we have no bearing with what's going on with your grandfather. We do sympathize with you, but until we get that information, we cannot move forward either.
[CUSTOMER][POSITIVE] OK, [PII]t's fine. I, I believe you know that you will be getting that information. I sure hope and pray, and I have bill collectors calling me, so I'm calling you guys. OK, [PII], I appreciate it. That sounds good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All [PII].
[AGENT][POSITIVE] Have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah, you too.
[CUSTOMER][NEUTRAL] Bye.