AccountId: 011433970860
ContactId: 964b67b2-08b7-43fc-bf18-c556122ca9a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1735079 ms
Total Talk Time (AGENT): 670893 ms
Total Talk Time (CUSTOMER): 656363 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/964b67b2-08b7-43fc-bf18-c556122ca9a6_20250331T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I had a question about a uh claim.
[AGENT][POSITIVE] OK, I'm happy to help with the claim. Do we have a policy number or a claim number?
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Can you just look me up by birthday and uh whatnot because I've got a bunch of stuff here.
[AGENT][NEUTRAL] Yeah, I can.
[AGENT][NEUTRAL] I can look you up by name or
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII] is the last name.
[CUSTOMER][POSITIVE] Yes, I'd like the color.
[AGENT][NEUTRAL] And I apologize, Mr. [PII]. What was the first name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me give
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, sir. And then what state do you reside in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] May I please have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then the last piece of information I need to verify for security is your address on file.
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Or it's gonna be in a [PII].
[AGENT][NEUTRAL] Yeah, it looks like we have that PO box on here. Um, OK, and.
[CUSTOMER][NEUTRAL] Yeah, that's, I don't have a physical. I don't have a mailbox here at the residence, so I'm using a PO box.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right, let's see here. Um.
[CUSTOMER][NEUTRAL] If you don't mind, I was gonna have my wife, uh, ask a few questions or correspond with you because uh she's more familiar with this with some billing.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Yeah, absolutely, sir, you can go ahead and pass the phone.
[CUSTOMER][NEUTRAL] Uh, then more, more so, OK, her name's [PII]. Here you go.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII] with American Public Life. How are you doing today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, doing good, yeah, we're just trying to figure out this this billing.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, um, so do you have a date of service by chance that we need that we're looking at specifically or a claim number specifically?
[CUSTOMER][NEUTRAL] OK, let's see, it looks like it was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then [PII] is what the explanation of benefits.
[CUSTOMER][NEUTRAL] It's showing the dates of service.
[AGENT][NEUTRAL] OK, so let me look at, I see this [PII] 1. It looks like it was one of the most recent ones. Let me see what this says.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEGATIVE] First thing, the first thing it says it looks stating that it was a duplicate.
[AGENT][NEUTRAL] So, I think it was probably
[CUSTOMER][NEUTRAL] Yeah, I'm looking at some of them were. I don't know if they tried to submit them a second time to get it paid. I don't know because I saw that too when we pulled up all the claims. I'm like, yeah, some of these are the same but yet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We're getting 2 bills from the doctor's office.
[AGENT][NEUTRAL] Right. So,
[CUSTOMER][NEUTRAL] One, yeah, one was for the 85992 that was under this stuff I guess.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He's like
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Theology or something.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me see, so another
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Denial on this date is stating that the calendar year maximum.
[AGENT][POSITIVE] For the accident sickness surgery benefit has already been met.
[AGENT][NEUTRAL] So, I don't know what the maximum benefit is. I was pulling that up here.
[CUSTOMER][NEUTRAL] Yeah, because we're just kind of curious how did, how they build this, you know, everything's coded and all that and we don't, we don't know all that and their stuff isn't quite matching with what we're pulling up on the computer.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it's just, you know, and.
[CUSTOMER][NEGATIVE] It's very confusing.
[AGENT][NEUTRAL] Yeah, so, um,
[AGENT][POSITIVE] [PII], full transparency, you know, I'm happy to go over like the denial reasons and things of that nature with you if you're wanting to get into like the procedure codes and all of that, I'm not a claims examiner, so I am happy to have an examiner contact you and go over this as far as like what the billing was for.
[AGENT][NEUTRAL] I'm just not super familiar with all procedure codes, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I'm just wondering if, you know, like if they build it as uh diagnostic and it was preventive or, you know, because this had to do with uh like skin cancer.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] You know, so they initially, the doctor's office and said, oh yeah, because, you know, we'd be looking at, uh, you know, marks on your body for skin cancer to see if they're cancers or not, which, you know, two of them were, um, then it, you know, it would be covered and then it turns out it looks like kind of nothing was covered.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So we just want we didn't know how they were, you know, submitting it is like like what kind of procedure, like, you know, uh if it was submitted a different way, would it be getting paid.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see what else we have for that day 18 of 20.
[CUSTOMER][NEUTRAL] Yeah, because everything on here, you know, I mean, I can see the denial reasons, and a lot of it is just a duplicate saying, you know, out of network that well first of all, that was one thing where it is out of network benefits are not covered. Well, this person was in network, this doctor, so we didn't understand that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On, on the things for the [PII], you know, we pull her up in your providers and she's clearly there and of course this is all the same dermatologist's office anyway so it's like, why would just that portion be coded as out of network and then another thing it's just the services um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One thing that it wasn't performed in a.
[CUSTOMER][NEUTRAL] Let's see when she they took out the cut out the cancer stuff it is um.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] This outpatient writer only allows payment for.
[CUSTOMER][NEUTRAL] Uh, something about it wasn't.
[AGENT][NEUTRAL] Um, in a hospital or for payment for outpatient surgery in an outpatient hospital or physician's office.
[CUSTOMER][NEUTRAL] Yeah, and it was, it was done.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, because those were the original, it looks like if I go back to the original, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, yeah, cause a lot of these other denials have to do with like the maximum, and so I'm wondering if [PII], honestly, like,
[AGENT][NEUTRAL] So, dermatology associates was paid.
[AGENT][NEUTRAL] Um, partially for, it looks like surgery. Um, the, the plan covers $125 per day for surgery in a physician's office, and it shows the maximum of one day. So that benefit's already been paid to them for the surgery. It doesn't have any other additional benefits on it except for hospital confinement.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I know there's no hospital confinement.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] What about some of the even just the diagnostic stuff then, OK, so if that, that covered.
[CUSTOMER][NEUTRAL] That part of the um.
[CUSTOMER][NEUTRAL] I mean, 125 is like nothing. So that's all it covered for the actual procedure, what about
[CUSTOMER][NEUTRAL] Um, kind of like the diagnostic part of it, the, you know, the testing of the skin and all that stuff, the samples.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, the biopsies that they took, I mean, that would be what's payable under that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Diagnostic testing shows $100 per day, maximum of 2 days.
[AGENT][NEUTRAL] So let me see what they list as diagnostic as far as what's covered here. Cause I don't want you to be resubmitting all this stuff if it's not.
[AGENT][NEGATIVE] Even gonna pay anything. It wouldn't be worth your time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it says diagnostic testing. We will pay the diagnostic testing benefit when a covered person receives one of the following tests. So the tests listed are MRI, CAT scan, CT scan, PET scan.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then there are some follow-up tests listed, but those are the medical imaging tests listed under diagnostic testing benefit.
[CUSTOMER][NEUTRAL] Well, yeah, I mean, it wasn't like a piece of equipment like that. I mean, this would be like, you know, like when you send in lab work for something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, just like if you were to have blood work done or you had, you know, the prostate test done, things like that. I mean, those have been covered, yeah.
[AGENT][NEUTRAL] Labs, right.
[CUSTOMER][NEUTRAL] So that's what it was more of like a lab thing.
[AGENT][NEUTRAL] So, yeah, I mean, the only other benefit that I'm seeing on here is for the diagnostic testing, but that doesn't break down any sort of like lab work, um.
[AGENT][NEUTRAL] Let me see was there.
[CUSTOMER][NEUTRAL] Would that be like, what about where it was billed like for, you know, biopsy skin or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For the things on here I mean some of this is like.
[CUSTOMER][NEUTRAL] Abbreviated I don't even know what it stands for.
[AGENT][NEUTRAL] Yeah, let me see
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I mean, I don't.
[AGENT][NEUTRAL] Show any sort of like.
[AGENT][NEGATIVE] Unfortunately, like lab um coverage on here. This plan's really more for hospital, um, admission, confinement, and it's a limited benefit, so it just has, you know, those things that it pays out, nothing additional.
[AGENT][NEUTRAL] So I don't even see labs on here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And he's gone to a regular doctor and those visits get paid and.
[CUSTOMER][NEUTRAL] And any kind of lab work they do.
[CUSTOMER][NEUTRAL] So I don't see that it's just for.
[CUSTOMER][NEUTRAL] Hospitalization.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I mean, on, I don't know cause the scheduled benefits page will break down anything as far as, you know, what's covered and the dollar amounts and then if there's any restrictions.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I mean, like, even you know these three charges that show for this carry Chi on the the 284, the 209, and the 366, those three numbers total up to $859.92. Now in the explanation of the benefits that's they're saying an allowed amount would be $477.45.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But then they didn't pay it, you know, insurance didn't pay that, so I mean.
[CUSTOMER][NEUTRAL] If the doctors, if they're sending us a bill for the 859-92 just for that, it would seem to me that if they were to get paid by the insurance, they'd only be getting the 47745 and the rest is discounted.
[CUSTOMER][NEUTRAL] So I should be able to use that.
[AGENT][NEUTRAL] On the on the explanation of you're right on the explanation of benefits, what's the claim number that you see?
[CUSTOMER][NEUTRAL] Like, you know, to not have to pay the full bill.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, 202-501.
[CUSTOMER][NEUTRAL] 211.
[CUSTOMER][NEUTRAL] 256.
[AGENT][NEUTRAL] OK, who is that explanation of benefits from?
[CUSTOMER][NEUTRAL] 90 degree benefits.
[AGENT][NEUTRAL] OK, that's not us.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And what are they showing on there is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Cause I think when we called before, I think um.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] They get the bill first and then it goes over.
[CUSTOMER][NEGATIVE] To American public life to pay or something. It was, it's very confusing.
[AGENT][NEUTRAL] Yeah, cause that's not even one of our claim numbers. I thought maybe if I could pull the explanation of benefits you're looking at, then that would help me kind of make sense of.
[CUSTOMER][NEUTRAL] OK, well, yeah, let's see then I have, OK, um.
[CUSTOMER][NEUTRAL] Let's see, OK, check.
[CUSTOMER][NEUTRAL] Let's see, I have 3 of them here from 3 explanation of benefits from American Public Life.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, uh, claim number 3570044.
[CUSTOMER][NEUTRAL] And then there was a 2nd claim number, but yeah, let's see, not a covered procedure and then these are saying.
[CUSTOMER][NEUTRAL] The outpatient rider only allows payments for patients outpatient surgery in an outpatient hospital or physician's office. Therefore, no benefits are payable.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, it was performed there, so I don't, that's why I'm wondering like how, what, what are you seeing on the bill saying that it was the surgery was done somewhere else?
[CUSTOMER][NEUTRAL] Yeah, because that's this one, and then, oh yeah, and then this one also has the same statement and then in addition is the calendar year maximum for the accident or sickness surgery, yeah.
[CUSTOMER][NEUTRAL] Performed in physician's offices and met. So one statement says it wasn't performed in a physician's office and then the next statement said.
[CUSTOMER][NEUTRAL] It was and it was met.
[CUSTOMER][NEUTRAL] Oh, and then I see then you have a different claim number this is one that says the above reference claim appears to be a duplicate.
[AGENT][NEUTRAL] Right, I wonder if they
[CUSTOMER][NEUTRAL] Which, yeah, I know when we go on to the.
[AGENT][NEUTRAL] I'm wondering if they sent like a corrected claim or something like that, um.
[CUSTOMER][NEUTRAL] When we go online.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Because I do show for that date of [PII] that there was a claim. Let me see.
[AGENT][NEUTRAL] And that the amount.
[AGENT][NEUTRAL] Under the policy was sent to them.
[AGENT][NEUTRAL] That was claim 356.
[AGENT][NEUTRAL] 4654. I don't know if you have that one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 357-441-8
[CUSTOMER][NEUTRAL] And then the other one I gave you, hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, here's right, here's another sheet.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] So, that's where I'm showing that um
[CUSTOMER][NEUTRAL] 56
[AGENT][NEUTRAL] Yeah, 356-465-4.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Right, that shows the 125.
[AGENT][NEUTRAL] Right, so that's where I'm showing that the max benefit payment was made, and then there was nothing else additional payable for um that because of the policy.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Because on the scheduled benefits page, um, it does show surgery in a physician's office, the benefit amount 125 per day, maximum of 1 day per year per covered person.
[CUSTOMER][NEUTRAL] Yeah, and I wonder what.
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Do you, do you see anything with any pathology or any like, see this is what I'm wondering then too because, you know, we got these explanation of benefits 90 degrees showing stuff was pending where we went online and then they're like, and then we called American Public Life and they're like, oh we don't have that yet.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And we're like, well, we're showing it online and then this is after a lot of confusion and, and talk, then we found out that basically 90 degrees gets it and ports it on to American.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Public life, because then when we went online, we thought, oh, OK, now, now the 90 degrees is showing that it that it's now being reviewed. Whereas before it wasn't, you know, and that's, I guess once you do it, then it, I don't know how it hooks up with the system. So I'm just wondering if you've gotten all, all the bills.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, for the whole procedure and not just the surgery thing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I mean have you guys, have you ever signed into our portal online to try and look at claims? You can do that we do have an online portal. I don't know if that's ever been given to you, um.
[AGENT][NEUTRAL] But if you, if you're thinking that you wanna go over, like I said, the procedure codes and what was submitted and all of that, I think the better thing to do would to be have an actual claims examiner contact you because they're gonna be they're the ones that are actually processing these and dealing with these on a daily basis they.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] may be better suited to give you the details that you're needing. From what I can see, I don't know that the policy unfortunately is gonna pay anything else cause I don't see a lab benefits on here. And I just see the hospital, the surgery, and the diagnostic testing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But they don't
[CUSTOMER][NEUTRAL] Do you see like any diagnostic testing for, for that date for the [PII] date or?
[AGENT][NEGATIVE] Well, the diagnostic testing that I listed, I don't think was applicable to his situation.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] He didn't have any of those tests done, the ones that are paid for. Like the tests that are covered under the policy that are listed are MRI, CT scan, PET scan, and CAT scan. So if he didn't have any of those, then, you know, I don't show that there are any other imaging tests that are covered.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't think it was an imaging thing. Well, I mean, his other stuff gets covered, um, I guess maybe it's more of a preventive.
[CUSTOMER][NEUTRAL] So, uh, so there's nothing for cancer under the preventive then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm mm. I mean, yeah, not, not on this particular policy, no.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEGATIVE] It just doesn't make sense from other other claims that have been paid, so.
[AGENT][NEUTRAL] Does he have any, like, does he have dual insurance through his employer?
[CUSTOMER][NEUTRAL] No, this is strictly.
[AGENT][NEUTRAL] Does he have just
[AGENT][NEUTRAL] This is his only medical plan?
[CUSTOMER][NEUTRAL] Through, you know, it's it.
[CUSTOMER][NEUTRAL] Right, mhm.
[CUSTOMER][NEUTRAL] Yeah, because when he stopped working there, um, he went on for the Cobra plan, which that's what this is, that's what he's been on for, for the year.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Another blood work and stuff like that was covered, so that's why.
[CUSTOMER][NEUTRAL] We're kind of confused as to why.
[AGENT][NEUTRAL] Yeah, cause, right, I mean, cause it's a limited benefit plan. It's not a major medical plan.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So that's where I guess some of my confusion was coming in too because, you know, it um it does have coverage for certain things, but it's not like a, it's not a major medical plan like a PPO or anything like that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But yeah, they have a in-network doctors.
[CUSTOMER][NEUTRAL] So that's kind of weird. And then, you know, yeah, he, when, before he had this done, they supposedly checked with insurance and said it was covered.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So it's just
[CUSTOMER][NEGATIVE] Getting all these bills now for it.
[AGENT][NEUTRAL] That's why I was
[AGENT][NEUTRAL] Right, and that's why I was asking if maybe he had uh another plan with somebody else cause we wouldn't know that if, you know, if the insured does. And there are times where, where we're just somebody's like secondary insurance, we're not their major.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, yes, it was never presented to us that way. And then on the other hand, too, like I said, he's been going to the doctor even when he was working with the company for a year under the exact same plan and yet things were covered and now it's like,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This wasn't and we like to believe it would be so.
[CUSTOMER][NEUTRAL] I don't know. I guess we'll just, yeah, I have to figure it out. Maybe we'll get with this. I don't know if this 90 degrees is different, make sure they send over all the bills for it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, what, what would you like to do at this point, [PII]? Would you like me to have somebody call you back from claims? What, what do you, what is gonna be best for you?
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Yeah I mean at least we can just double check and see what see what they have to say.
[AGENT][POSITIVE] OK. OK. Yeah, not a problem. What's a good callback number for you?
[CUSTOMER][NEUTRAL] OK, can it be to me or should it go to my husband?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No, it can be to you. That's totally fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 741.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna repeat that back just to confirm. I have [PII].
[CUSTOMER][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, perfect. So give us about 24 hours to um get you a call back. I'm gonna put in the request now and uh just let them know kind of what's going on. Um, is there anything else that you can think of before I let you go?
[CUSTOMER][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that should be it then appreciate it.
[AGENT][POSITIVE] OK. You're very welcome. I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] OK you too thank you all right bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.