AccountId: 011433970860
ContactId: 9b5d46f9-98b1-4207-996b-c2ed85839ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1560359 ms
Total Talk Time (AGENT): 647956 ms
Total Talk Time (CUSTOMER): 764167 ms
Interruptions: 10
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/9b5d46f9-98b1-4207-996b-c2ed85839ff9_20250110T19:20_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I, I may have punched in the wrong number. Um, I'm just trying to get some information. I have dental insurance and I was wondering how often.
[CUSTOMER][NEUTRAL] Can I get my teeth cleaned and get X-rays?
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I sure do 614-626.
[AGENT][NEUTRAL] All right, thank you. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] All right, thank you, Ms. [PII], and what is your current mailing address?
[CUSTOMER][NEUTRAL] Um, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I love [PII]. That's such a nice area.
[CUSTOMER][NEUTRAL] Isn't it? I've been here about a year.
[AGENT][NEUTRAL] Really? I keep.
[CUSTOMER][NEUTRAL] Yeah, I, I had to move over here with my daughter.
[AGENT][NEUTRAL] Well, my son lives over that way, and we came to visit and I'm thinking, hmm, maybe one day.
[CUSTOMER][NEUTRAL] It's pretty over here.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I used to come and visit her all the time, so I knew what I was looking at before I got, before I was moved over here. So, anyway.
[AGENT][NEUTRAL] Oh and I bet she could help you kind of figure out what area and
[CUSTOMER][POSITIVE] She helps me with everything.
[AGENT][POSITIVE] That's good.
[AGENT][POSITIVE] Isn't that wonderful? I'll tell you.
[CUSTOMER][NEGATIVE] She's trying, she's trying to help me find a dentist. Now, I went to one yesterday, but I didn't like it.
[AGENT][NEGATIVE] Uh, that's the worst when you get this you don't like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it is. So, so she sent me a, a text a while ago from her, she's at work. She said, call your insurance and see how often you can get a cleaning and X-rays. And she gave me a dentist's name and see if he's here, if they cover him. So she, she's trying, but
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I think kids are precious. I've got one like that too, and it's, I just, I, I don't know what I'd do without her.
[CUSTOMER][POSITIVE] I don't either. She's the sweetest thing that that ever was. I, I told her the other day, listen to me and you're just gain.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I told her the other day, I said, Misty, I had
[CUSTOMER][POSITIVE] Two people when I was working, I, I came from [PII]. And so when I was working, I had two different people say, [PII], you have got the daughter that everybody in the world wants. She is so sweet and so good. And but, and I said that makes you feel so good knowing you, you did do something good.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] That's right
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] I raised her good.
[AGENT][POSITIVE] I know cause sometimes you really wonder, but it sounds like you did good. I've, I've got one just like that. I just, I'm just so blessed.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I tell you what, I don't know what I'd do without her and her husband because they, they have to take me around to all the doctor appointments and this that and the other, so.
[AGENT][POSITIVE] Oh, that is a blessing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well I'll tell you what, it can, can I get a callback number just in case our call gets disconnected I can get right back to you.
[CUSTOMER][NEUTRAL] Yeah, mine is [PII].
[CUSTOMER][NEUTRAL] Oh let me think yeah I never call it uh [PII].
[AGENT][NEUTRAL] Is it, is it the [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that what you just said? Yeah, that's it, that's my number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I'm just gonna add that just in case the call get, you know, with technology, you never know, and I'll call you right back.
[AGENT][NEUTRAL] Before
[CUSTOMER][NEUTRAL] Now do you have the correct, um, I think I called when I first moved over here to get my address changed. You've had it [PII].
[AGENT][POSITIVE] Yes, ma'am, we do.
[CUSTOMER][POSITIVE] OK, good. OK then.
[AGENT][NEUTRAL] So that is current and you know what we don't have an email on file. Would you like for me to add an email for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, but I'm trying to figure out what it is. I, I never do that either. I'm too old for all this stuff.
[AGENT][NEUTRAL] I don't like all that stuff either. I'm right there with you.
[CUSTOMER][NEUTRAL] Well, here's one right here and I think it is uh in my email. OK, you ready?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have got that added for you now with this email on file.
[AGENT][POSITIVE] If your daughter wants to, y'all can create an account on our portal at [PII], and she can actually view the benefits, she can help you set that up and y'all can view the benefits on your policy. It'll tell you how often.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, the policy will pay for certain procedures, but I can tell you too. But that's just an option. She may, you know, those, our younger kids like to do that, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it the thing and that's, that's the kind of thing she likes to do. Me, I like to talk to somebody.
[AGENT][NEUTRAL] Me too. Me too. I'm the same way, and I wanna see it on paper. I don't wanna have to keep looking around.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] I'm right there with you. That's me.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, now, for your cleanings, the cleanings are paid once every 6 months.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] So there has to be a 6 month.
[AGENT][NEUTRAL] Separation between your cleanings and oral examinations, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's every 6 months.
[CUSTOMER][NEUTRAL] For the cleaning, OK.
[AGENT][NEUTRAL] For the cleaning and the examination.
[CUSTOMER][NEUTRAL] I have tremors real bad and it's taking me a heck of a time to write this down, 6 months in exam.
[AGENT][POSITIVE] You too. Take your time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] And then you know, give her that um tell her if she wants to she can help you create that.
[AGENT][NEUTRAL] Account online and all you have to do is click on your policy number to view all the benefits, the procedures that are covered and um the it's called a frequency how often those procedures are paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, I'm fixing to ask a real stupid question, but I was always told it's stupid if you don't ask it. So.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] I don't believe in a stupid question, so I'm ready.
[CUSTOMER][NEUTRAL] When you said oral exam, that means X-rays.
[AGENT][NEUTRAL] So the oral exams when they come in and, and look at your mouth, it's, it's for the visit, the examination.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Now, X-rays um also are once every 6 months for the simple X-rays.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So see that's not a, that's not a stupid question. I, I, like I said, no question, but I know how you feel. I do the same thing. I'm like, maybe you should know this, but I'm just gonna ask.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, uh, I just
[CUSTOMER][NEUTRAL] But do you have any grandchildren? I have a [PII].
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Grandson and he'll look at me and he said, he calls me Mammy. I don't know what. He said, Mammy, that is a dumb question.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It was supposed to be [PII], and he never could say the GR and it ended up being Mammy. So I said, OK, that's fine with me.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] But that's special from him.
[AGENT][NEUTRAL] That's right. That's fine with.
[CUSTOMER][NEUTRAL] There's nobody else called mammy.
[AGENT][NEUTRAL] That's true, not these days.
[AGENT][NEUTRAL] And tell him when he says it to say it quietly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, he did that one time when he was playing um tee ball.
[CUSTOMER][NEGATIVE] He, he said something really stupid misty didn't want him to say, like, I don't know what it was, but anyway, he said it 2 or 3 times and he finally walked up. She kept saying, shh. He walked up to the fence and he said, Mama, you know where I learned that word? From my mammy.
[CUSTOMER][NEUTRAL] I tell, I tell Misty, she said, mama, they're gonna know it, that his grandmother, I said, no, honey. They probably think you're talking about your maid, Mammy. So.
[AGENT][POSITIVE] Right. That's right.
[AGENT][POSITIVE] It's funny.
[CUSTOMER][NEUTRAL] Anyway, OK, now, can now this next question.
[AGENT][NEUTRAL] But yeah, I've got.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to find out if a doctor, let me find that. Oh, you did. Doctor [PII] in [PII]. Is, is he on the list that I could go to?
[AGENT][NEUTRAL] Let me get that pulled up. Hang on just a second.
[CUSTOMER][NEUTRAL] It's not sure, I have to find another one.
[AGENT][NEUTRAL] Did she look for a Carrington PPO provider?
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] No, but I tried to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I couldn't get it done. I'll tell you what.
[CUSTOMER][NEUTRAL] Some of these things that if I can't figure out how to do it when she comes over here, I'll get her to show me.
[AGENT][NEUTRAL] And now, if you're like me, they can show me, but I probably won't remember.
[CUSTOMER][NEGATIVE] Oh God, that's sad.
[CUSTOMER][NEGATIVE] I probably won't either.
[AGENT][NEUTRAL] But we try, don't we?
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] I do try, but they get aggravated with me. I know they do.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, I know mine do too, but they're just gonna have to deal with it.
[AGENT][POSITIVE] After, after all we've done with all of them, for all of them, they can, they can help a little bit.
[CUSTOMER][NEUTRAL] That's what I say, deal with it.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Search for dental providers. What's the zip code in [PII]?
[CUSTOMER][NEUTRAL] I can give you mine.
[AGENT][NEUTRAL] Oh, that's right. [PII].
[CUSTOMER][NEUTRAL] I, yeah, that's the only one I got if they have another one here, I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the dentist's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII]. I'm just reading what she sent to me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I am showing.
[AGENT][NEUTRAL] It looks like 5 dental providers.
[AGENT][NEUTRAL] And [PII]. Let me check something else. Let's see if we can go a little bit further.
[AGENT][NEUTRAL] Oh, there we go. Now there's more. OK, let me check for [PII].
[AGENT][NEUTRAL] I don't see his name listed.
[AGENT][NEUTRAL] There are a lot of people, um.
[AGENT][NEUTRAL] With Aspen Dental, they have some dentists there that are in the network.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm right. OK.
[AGENT][NEUTRAL] And then there is a.
[AGENT][NEUTRAL] Fairhope Dental Associates. There's several of their dental dentists are in the network as well.
[CUSTOMER][NEUTRAL] I think that's the one I went to yesterday.
[AGENT][NEGATIVE] Well, don't go there again.
[CUSTOMER][NEUTRAL] I'm not, I'm not. He was.
[CUSTOMER][NEUTRAL] I was told that these new dentists would do this, and sure enough, guess what, this one did. He, I think he's fairly new, and he said, well, you got so and so, and I see you have some old crowns that need to be replaced. Well, no, if they're not broken and they're working, why am I gonna replace them?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I love it. I'm the same way. If it ain't broke, I'm not gonna pay you to, that's right. Cause you know, then they're gonna pop it off, then they're gonna say something else is wrong under there and
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Leave it alone.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He said, well, you had a, uh, I see you had a new crown here and a new one on the bottom.
[CUSTOMER][NEUTRAL] That was 6 months ago, he said,
[CUSTOMER][NEGATIVE] But you need this done and that done and I said, well, why didn't she fix it when she was in there?
[AGENT][NEUTRAL] Mhm. It's.
[CUSTOMER][NEUTRAL] He said, I don't know. I, I don't know y'all making up stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't know, it's so hard to know what.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] What's real and what's not anymore.
[CUSTOMER][NEUTRAL] I know it.
[CUSTOMER][NEUTRAL] And don't get up here like he did yesterday and show me um a picture of the X-rays. I don't know what I'm looking at.
[AGENT][NEUTRAL] Right. Exactly.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEGATIVE] But I, I knew he was scamming me when he said that about the um crowns needed to be replaced because they were old.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I want you to tell them when they made some good stuff back then if they're still good cause I'm not having any problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's right.
[AGENT][NEGATIVE] And, and now they all want you to do these implants and oh my gosh, that is expensive. Me either.
[CUSTOMER][NEGATIVE] Oh no, I'm not doing all that.
[AGENT][NEUTRAL] Me either.
[CUSTOMER][NEUTRAL] I've already had, had them say something to me about it. And I said, no, it was on 2 teeth.
[CUSTOMER][NEGATIVE] The top and the bottom, way in the back. You can't see it when I smile. It doesn't bother me when I chew. So why do I want to pay all that money and put those implants in there?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly. That's the way I am too.
[CUSTOMER][NEUTRAL] That's just
[CUSTOMER][NEUTRAL] That's just me.
[AGENT][NEUTRAL] I mean, I don't
[CUSTOMER][NEUTRAL] OK, we got, oops, I dropped my pen. OK.
[CUSTOMER][NEUTRAL] You don't want? I'm sorry I interrupted you.
[AGENT][NEGATIVE] No, you're fine. If, if, if something's not bothering me, I'm not paying to fix it.
[CUSTOMER][NEUTRAL] Uh oh, no, not either.
[AGENT][NEUTRAL] I'll come see you when it's bothering me and then we'll discuss what we're gonna do.
[CUSTOMER][NEUTRAL] But see, my daughter and her husband are the same way.
[CUSTOMER][NEUTRAL] You know, it's, it's, it's, it's not broken, leave it alone.
[AGENT][NEUTRAL] Mhm. Me too.
[CUSTOMER][NEGATIVE] We're not, we're not gonna do it.
[CUSTOMER][NEGATIVE] But I knew when I left there yesterday, I, I told her husband, he's the one that took me. I told him and then I called her and I said, I am not going back over there. They want to take my crowns out just for the heck of it. So.
[CUSTOMER][NEUTRAL] Oh, no, we're not going there. I'll find you.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] That's precious. That is so sweet.
[CUSTOMER][NEUTRAL] So evidently, somebody gave her this [PII] today, so.
[AGENT][NEUTRAL] Now she can call him to see that it just may be that we don't have his information on file, but if um do you, do you have your card available because it should be Carrington C A R E I N G T O N is the network that the policy participates in.
[CUSTOMER][NEUTRAL] OK, I
[AGENT][NEUTRAL] If it should be on the card, I believe.
[CUSTOMER][NEUTRAL] I got a Carrington and then it says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Gosh, I can't even read that. It's so tiny. Carrington PPO.
[AGENT][NEUTRAL] PPO mhm it's a Carrington PPO network.
[AGENT][NEUTRAL] So she could call the that [PII]'s office and just see if they would accept a policy, a Carrington PPO policy.
[CUSTOMER][NEUTRAL] OK, I'll look at it.
[CUSTOMER][NEUTRAL] My guess is that somebody just gave her this name, somebody at work that probably goes to them and likes them and
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it's probably not matter to her.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll tell her though.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] But that
[CUSTOMER][NEUTRAL] I'll tell her to go in there and um.
[CUSTOMER][NEUTRAL] Set up an account.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Look around and see where she wants me to go.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I got Aspen and Fairhope.
[CUSTOMER][NEUTRAL] And what else did you tell me or you didn't?
[AGENT][POSITIVE] I didn't give you any more. I'm so sorry. And I can go back and get some more.
[CUSTOMER][NEUTRAL] No, I
[AGENT][NEUTRAL] Or she may want to, let's see.
[AGENT][NEUTRAL] Let me go back to that.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Did you tell me your son lives here in [PII]?
[AGENT][NEUTRAL] He does.
[CUSTOMER][NEUTRAL] What, what is his name? I'll ask me if she knows him.
[AGENT][NEUTRAL] And he's only been over there for about an uh start say an hour, a little, about 6 months.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And they love it over there.
[CUSTOMER][NEUTRAL] Where do they want or he or she or what?
[AGENT][NEUTRAL] He works in Mobile.
[AGENT][NEUTRAL] He works in Mobile.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Let me see what these other ones are.
[AGENT][NEUTRAL] He lives right off the, well, I don't know where it is. I'm sorry. It's right off that road.
[CUSTOMER][POSITIVE] Somebody asked me something the other day and I just busted out laughing. I said, I don't even know where I am, but because we ask it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can get you to the shopping center.
[AGENT][NEUTRAL] That's right. That's right. There's a point, let's see, did you say Point Clear Dental Associates was where you went?
[AGENT][NEUTRAL] I don't think I said that that was.
[CUSTOMER][NEUTRAL] I did go to a point where I remember, I think I went maybe there the first time. I don't know.
[CUSTOMER][NEUTRAL] Both the Fairhope and the Point Clear both familiar.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So me still know which one I went to.
[AGENT][NEUTRAL] And then of course there's several in with the Aspen Dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there's a Spanish Fort Dental Associates. I don't know how far you are from Spanish Fort.
[CUSTOMER][NEUTRAL] I'm not far. I go to, I go to.
[CUSTOMER][NEUTRAL] I've got something in Spanish for it and it's not, it didn't take that long to get. I'm kind of like
[CUSTOMER][NEUTRAL] Right on the edge of it or something or other. I don't know.
[AGENT][NEUTRAL] Yeah, but there's, there's like.
[AGENT][NEUTRAL] Many listed within different distances, you know, you can go from right there in [PII], you could go to 7457, 15 miles away and, and it goes on.
[CUSTOMER][NEUTRAL] OK, I'll have to, I'm gonna tell her she needs to get on there and look it up and see what she wants.
[AGENT][NEUTRAL] Now she doesn't, you do not have to create an account to locate a provider if she goes to the AM public website.
[AGENT][NEUTRAL] Don't even have to have an account. There's if she scrolls all the way down, there's a portion called find a provider and she can click on that.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I'll tell her that then.
[AGENT][NEUTRAL] And it'll list all the ones that we have on file in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'd be better for her, she can.
[CUSTOMER][NEUTRAL] Ask around. I'm anxious to see if she knows this [PII] or she just grabbing an air for it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I don't know what kind of weather y'all got. Where are you located?
[AGENT][NEUTRAL] So I'm in [PII].
[CUSTOMER][NEGATIVE] Oh, OK. It is freezing over here.
[AGENT][NEUTRAL] In [PII], right outside of [PII]. It is cold here too. We didn't get any of the snow or anything, which is found me. I don't like ice. I don't mind a little snow, but I.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Is it?
[CUSTOMER][MIXED] You see, I would love it if it was snowing. I would just love that, but it didn't snow and I've already stuck my head out.
[AGENT][MIXED] Yeah. If it was just snow, I would love it. But ice, I just don't do ice. hm, um.
[CUSTOMER][NEUTRAL] It's just raining.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, it's just been rainy here and cold, so cold.
[CUSTOMER][MIXED] I know it. I love the cold weather though I don't like the heat anymore.
[AGENT][NEUTRAL] Really? See, I'm opposite.
[CUSTOMER][NEUTRAL] Since I got old I can't.
[AGENT][NEUTRAL] I'm opposite the older I get, the less I like cold.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, and the older I get, the less I like heat. I, I, I, I was telling somebody the other day I said I can't believe I used to go to the beach and lay out the sun. I can't stand it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Really?
[AGENT][POSITIVE] Oh, I could, I, that sun feels good to my old bones and joints.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] It does, uh.
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, let's see with, is there anything else that you can think of that I might can help you with today?
[CUSTOMER][POSITIVE] Oh gracious.
[CUSTOMER][NEUTRAL] I don't think so. Did they have um.
[CUSTOMER][NEUTRAL] I don't know what you would want to call it like a booklet.
[CUSTOMER][NEUTRAL] With all the stuff in it like what it covers and what it doesn't cover and how much.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] How often you can go and this that and the other.
[AGENT][NEUTRAL] Sure, now that if she creates that account for you online all you have to do is click on the policy and it will download now I, because I understand I can request that they send you a paper copy if you'd like.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I would love to have a paper copy.
[CUSTOMER][NEUTRAL] My daughter thinks she's not supposed to even have paper, but [PII] wants paper.
[AGENT][POSITIVE] I'm, I'm right there. If I, I wanna feel it, touch it, not necessarily smell it, but I wanna be able to turn to the page I want when I want to.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And I have to scroll and do all that?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Now I'm going to have to put in a request to customer service and they will create that policy and mail it to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, good. Thank you so much.
[AGENT][POSITIVE] Oh, my pleasure.
[CUSTOMER][NEUTRAL] Or helping an old lady do all this.
[AGENT][NEUTRAL] Hey, we gotta help each other these days, anybody and everybody, we just need to stop all this mess and just help each other.
[CUSTOMER][NEUTRAL] I know it, you know, um, before I left [PII], I had like 4 best friends and they were, we all said, all we have is each other. None of us had any family left in [PII] is where we came from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] None of us. I mean, we were depending on each other for everything, but we were driving each other crazy. I know we were.
[AGENT][POSITIVE] I love it.
[AGENT][NEUTRAL] But you had each other, didn't you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] We had each other. That's right.
[AGENT][POSITIVE] That's so important.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is, it is. Now they only down to, there's only 3 of them.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm well.
[AGENT][NEUTRAL] Well, I am putting in that request that they mail you a copy of your.
[CUSTOMER][POSITIVE] Oh, you're so sweet. Thank you.
[AGENT][POSITIVE] OK. It's been a pleasure. Is there anything else?
[CUSTOMER][NEUTRAL] No, I can't think of anything.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Not a thing.
[AGENT][POSITIVE] I'm so glad you called and I answered the phone. It's been such a pleasure to assist you and listen, if y'all have any further questions, you just don't hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Have a wonderful day and well, I start to say stay warm, but I could, I reckon you, for you would be stay cool.
[CUSTOMER][NEUTRAL] Yeah, it's like a, if I get too hot and he, I can't use the central heat a whole lot cause you hear my head get stopped up.
[AGENT][NEUTRAL] That uh, mhm.
[CUSTOMER][NEUTRAL] And I forgot and left it on last night because it was supposed to be in the twenties and um.
[CUSTOMER][NEUTRAL] I didn't get hot, but my head got stopped up. So.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Every now and then I'll stick my head outside.
[AGENT][NEUTRAL] Mine does that too.
[AGENT][NEUTRAL] Just to breathe?
[CUSTOMER][NEUTRAL] To breathe, yeah.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I have put that request in. You should be receiving it, I would say within 2 weeks.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK, thanks again, and thanks for talking to me.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure, it's been a pleasure and you take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.