AccountId: 011433970860
ContactId: 9c8e79c9-68c5-429b-974d-7b91612ad674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1432900 ms
Total Talk Time (AGENT): 543396 ms
Total Talk Time (CUSTOMER): 956880 ms
Interruptions: 14
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9c8e79c9-68c5-429b-974d-7b91612ad674_20250108T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. You sent me a, I was the person that asked about portability forms and you sent me an email and that kind of information. Uh, what it is, I was with one school district for 5 years and, you know, left, left in December and started the new school district, you know, uh, the next day, you know, consecutive days. Anyway, um, I see that I could.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And see, before I even knew what their benefits were, I was thinking about just continuing my Lyndale one because I, I have a, I have some claims from last year that I have not filed and so I'm concerned that if I.
[CUSTOMER][NEUTRAL] Uh, if I start a new plan with this new school district, will I be able to, uh, process my claims while that was, while that one was enforced?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, ma'am. Um, can I get your policy number? And I can look up the policy and everything.
[CUSTOMER][NEUTRAL] Policy number. Let's see how much. 000, I'm sorry. Uh, yeah, I got that on the notes. Uh, my, my personal policy number is 2529596.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you mind uh verifying your date of birth and your address for me?
[CUSTOMER][NEUTRAL] Yes, uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address here is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and your phone number please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying and you were calling on um.
[AGENT][NEUTRAL] Continue in this policy with uh [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, I'm trying to make a decision about do I continue that privately. I was in the middle of filling it out and it looked like it said that uh if, if for some reason uh yeah there was a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It didn't say payment rejected. Uh, you had a different term there. I think what it was saying was if you're unable to charge my account, it lapses. And I thought, you know, maybe I should just do this for the school, you know, because different things sometimes happen, um, you know, like fraud on my account and all that stuff. But uh, yeah, so what my real question is, is, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my, I see on my new school district, it said I would be eligible [PII]. Uh, even though I started working there.
[CUSTOMER][NEUTRAL] [PII], you know what I mean? But, so, well, I mean, I'm not concerned that I have cancer now, but what I'm concerned about is what my question and or concerned about is I have, I have a uh I have a claim from last January, February that I have not processed and uh I don't want that to just go away because
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've gone to a new school and I'm gonna be on their policy. What I'm wanting to know is, may I still file last year's claim on the Lyndale policy because it was in full force at that point? Or am I forfeiting that by um going to a different school district and they have a different uh group number and all that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you understand my question?
[AGENT][NEUTRAL] I kind of do, um, your, you, you can file claims on any of your policies and uh as long as the claim was in that time that the policies were in effect, they will be paid. Um, we're changing this, we're sending this to you, um.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because the product that you're you're taking, if the, the group was to cancel the master policy, your, your policy would cancel as well um but if you switch to this one that we sent to you the benefits and everything are the same, um.
[AGENT][NEUTRAL] But it, it won't be tied to a group.
[AGENT][NEUTRAL] So that if, if a master policy was canceled, it won't cancel. Your, your policy will be continued. You'll be able to continue it for as long as you want to. So it, it's probably up to you whether or not you want to be payroll deducted or bank drafted.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So that
[AGENT][NEUTRAL] Pretty much.
[CUSTOMER][NEGATIVE] Yeah, see, I, I, I was thinking bank drafted, but boy, you know, if, if there's some goofiness going on in my bank and that hits when I don't think it's gonna hit and, uh, you know, it would, uh, cancel the policy. Um, uh.
[AGENT][NEUTRAL] And you have 30 days after that, you know, if something goofy like that was to happen, you would have, you know, uh, we would send you a letter saying, you know, like, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And then you would have time to rely.
[CUSTOMER][NEUTRAL] Or maybe an email or an email or something saying payment was not, the payment was rejected or whatever. Uh, you, you guys didn't use the word rejected. I forgot. It's an interesting term. um, and of course.
[AGENT][NEUTRAL] Right or
[AGENT][NEUTRAL] Yeah, I, I'm not, I'm not saying.
[CUSTOMER][NEUTRAL] And see what it is. I had that almost all filled out and I, I was changing screens and it went through so I'm like, oh great, you know, so uh I have not uh just trying to find.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was down there where you're actually putting in uh like routing number and all that and a private pay. And there was some sentence in there that made me concerned that, oh my goodness, what if um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What if I had something goofy going on and on a particular day or two days in a row, uh, it couldn't be paid, but, um,
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] See that my original question when I left [PII] I was let's let's finish this because it's a good policy, but then later, you know, like this past week I found out, oh the new school has this policy so.
[CUSTOMER][NEUTRAL] I, I guess I'm trying to weigh between
[CUSTOMER][NEUTRAL] Is there any benefit to me keeping the Linda policy because it's the same price, the same.
[CUSTOMER][NEUTRAL] Uh, the same, uh,
[CUSTOMER][NEUTRAL] Mhm. Product, I guess.
[AGENT][NEUTRAL] It's the same, uh, it is the same, um, plan it, the only difference is one is connected to a master policy and the other one, gives you the opportunity to continue it as long as you would like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that the private one would be not with a master plan, but if I decided for the if I if if I continued it through the new school, it just be on a new master plan, uh, and I realized they're probably they're probably.
[AGENT][NEUTRAL] Right. You can continue it, however.
[AGENT][NEUTRAL] Right. And if I was to cancel.
[CUSTOMER][NEUTRAL] Yeah, and, and they, I imagine there would be a slight gap because I left, well, I don't know when their payroll thing happens, you know, like the very last paycheck or whatever, but um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, uh, I'm not concerned about having cancer between now and [PII]. I'm concerned about, I have not filed paperwork and I wanted to be sure that could, that, that it could get paid, but I think you said.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] That if my plan was enforced with Lyndale at the time of the date of service, it would get paid, is that what I understand I'm talking about last year's thing, OK, and so.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[AGENT][NEUTRAL] Mhm. And I do see that sentence that you were talking about, um, it says I further agree that if any such check or electronic transfer of funds be dishonored, whether with or without cause and whether intentionally or inadvertently you shall be under no liability whatsoever even though such dishonor results in.
[AGENT][NEUTRAL] Forfeiture of insurance if if something like that was to happen like if we put the wrong account number we reversed the number or something in the account number, so it was refused, we would send you a a a new form and a letter stating that it was.
[AGENT][NEGATIVE] It was refused and it would give you time to get it corrected.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, when it said dishonor, I thought it meant like, let's, let's say I decided to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, um, private pay, you know, because I don't know if I'm gonna be at this place more than 6 months. I may be moving out of state. So, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] When I saw this honor, I thought they had to do with let's say an auto draft that I signed up for um doesn't get paid in the April, you know, because of some goofiness you guys would notify me and say we were unable to collect the payment and I would have an opportunity to make that good is is that OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. That's right, that's what it said.
[CUSTOMER][NEUTRAL] OK. Well, anyway, dishonored. That was like, what? How do you dishonor something? I'm thinking about dishonoring a person, you know, so it, I guess the language was confusing. And so, uh, yes, and there was another question I had for you and I'm like,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh, that, well, that train of thought just left the station. I tell you what, um, and you wrote me such a nice letter like, if you have any questions, let me know. Um, let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I think I understand that I don't have to be concerned about last January, February being paid through that Lyndale policy because it was in full force. I mean the policy with you, it was in full force with Lyndale.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I guess it gets, I guess it gives me the liberty of uh.
[CUSTOMER][NEUTRAL] Just going on to my new school district, but if I, but if I am concerned about only being here 6 months, I'm wondering maybe I should just go ahead and do the private pay and if for some reason you guys would notify me, you know what I mean? Um, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Yes, uh-huh. And you could, could take that to, to wherever you move, you know, if you wish to do it that way.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Right. So if I say if I moved to [PII], and I, I could still do that. I just need to change my, change my uh banking information. Oh, I know what my question is, do you guys have a secure server that I like, I'm sitting here uh trying to fill out the paperwork and I see that I think the deadline was coming up pretty soon, I thought, um, but you know, I've put my.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess what I don't want to mail it. I want you to get sooner than that, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know I put my full uh social security number on there and I've got my full banking account number there like so I guess I'm asking is there a secure way that I would send it to your website, you know, instead of just email to you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Do you understand what I'm getting at? Because there's sensitive information there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] Yeah, I know, uh when we email something with somebody's social security number in it, um.
[AGENT][NEUTRAL] We put encrypt in the subject line and it will encrypt it and then when the person who receives it gets it um they would have to put in a password um to open it.
[CUSTOMER][NEUTRAL] But how, but how do I do that from my end?
[CUSTOMER][NEUTRAL] To make sure that
[AGENT][NEUTRAL] I, I
[AGENT][NEUTRAL] Yeah, I'm pretty sure that's would work the same way, um, or you can fax that in or mail it in either way.
[CUSTOMER][NEUTRAL] And and then at the bottom of your letter it says, did you know APL secure online service center provides portal provides 24/7 access. So it made me wonder if I can go on that portal and send it through the portal and would that be more secure than me just using my Google Mail and sending it to you, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah, and once we receive the portability form.
[AGENT][NEUTRAL] I believe you can go on the portal and put the bank draft information in there um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on that portability election form you can just put the policy number that 252-9596 and leave the social security number blank if that's a concern.
[CUSTOMER][NEUTRAL] Oh, I don't have to
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, or, or put the last four digits, something like that.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] I, I imagine you would you would have a way to cross reference it. Now, so basic, I thought I had to send everything all at once, but now how
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] The banking information, you said, well, I guess.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I, I think you said I could get on your portal with my.
[AGENT][NEUTRAL] What, what, what we could do is.
[AGENT][NEUTRAL] Right, we could set it up as quarterly billing uh to start with and then um you can go online and register.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you can put the bank draft information in there and we can change it to um.
[CUSTOMER][NEUTRAL] What, what keeps me from going online?
[AGENT][NEUTRAL] To a monthly bank draft.
[CUSTOMER][NEUTRAL] Yeah, what keeps me from going online to fill out this paperwork on inside your portal or whatever.
[CUSTOMER][NEUTRAL] You understand what I mean?
[CUSTOMER][NEUTRAL] Instead of
[AGENT][NEUTRAL] Yeah, but I'm, I'm not real tech savvy as far as how that works and everything, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know I can
[AGENT][NEUTRAL] Share
[AGENT][NEUTRAL] And it will send you a link.
[AGENT][NEUTRAL] And then I guess you could share it back and then it from here um.
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Now what about the care team at [PII]? Is that a secure, mm email, you know.
[AGENT][NEUTRAL] Yes, ma'am. Yes, I, it is.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] So then I could send financial information on that.
[AGENT][NEUTRAL] Yes, ma'am. They, they, we get it all the time, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Really? Oh, OK.
[AGENT][NEUTRAL] Through the emails and everything.
[AGENT][POSITIVE] Well, no problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] It's, let me tell you why I'm, I'm so edgy about this. In the last calendar year, I have had fraud on my bank account 6 different times. And also on my credit union account, like 5 different times. I've had to repeatedly get a new debit card and all this stuff. And I'm like, I wanna avoid anything like that.
[AGENT][NEUTRAL] Mhm I know.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEGATIVE] Because, oh it's awful, and you know, just, just this week, someone tried to, uh, I got these fraud, bless their hearts, that they jump on it right away and say, is this a valid, you know, um, uh transaction? And somebody
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] bought something from uh [PII], you know, and then somebody bought something that had to do with car, car stereos that was like 400 bucks. I'm like, and see, I didn't have that much in my account anyway, so I couldn't go through, but I'm like, uh, you know, that just knowing that people can
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Mm, electronically, uh, capture your information and then do all kinds of foolishness or goofiness, whatever you wanna call it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, now it does not have to be on a bank draft, um, like I said, we could set it up on a quarterly billing and send you a bill every 3 months and you would send in a check.
[AGENT][NEUTRAL] Um, and you know, last year, um, I had the Chick fil A app on my phone where you can order it, you know, during the pandemic I downloaded it because that's the only way you could get in to get any food.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And somebody hacked into that and from that app um they got into my email and they got everything, all my apps, everything, my email and everything, and they went to they were in [PII] and they went to this one Chick fil A every single day for two weeks till I figured it out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got your bank information.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good night.
[AGENT][NEUTRAL] And ordered 11 sandwich, 1 fry, and 4 milkshakes, and some days they went twice a day.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Weird. Oh my goodness.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] Yeah, I don't understand how they captured your Chick fil A account.
[CUSTOMER][NEUTRAL] You know, because if you're just
[AGENT][NEUTRAL] I was in
[AGENT][NEUTRAL] I, I was, yeah, I was sitting in line, the car, the, the drive-thru line one day and um this is how I think it happened.
[CUSTOMER][NEUTRAL] Doing it locally
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And the line was so long and it was just sitting there and I said well why don't I just do my app so I clicked on my app and it wouldn't let me in and I got a text and I stupidly replied to it and to to reopen the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Reset my password and all that kind of stuff.
[AGENT][NEUTRAL] So, yeah, that was, that was probably my fault, but yeah, I, I don't use any apps anymore.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, another words.
[CUSTOMER][NEUTRAL] In other words, they, they, uh, I don't wanna say fooled you, but they, uh, enticed, they enticed you to, well, it's time to change your passport, I mean not passport, but your login and password, and so you thought it was Chick fil A people when it was somebody trying to lift.
[AGENT][NEUTRAL] Mhm. I did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Somebody else, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I tell you what, you know.
[AGENT][NEGATIVE] And they, they sent me a very nasty email.
[AGENT][NEGATIVE] It took me forever to get it all, yeah, telling how they were gonna notify all my friends. I got in my Facebook and everything and they said they were gonna tell all my friends how I was addicted to porn and all this stuff and I just
[CUSTOMER][NEUTRAL] They did.
[CUSTOMER][NEUTRAL] But you mean.
[CUSTOMER][POSITIVE] Oh good night.
[AGENT][NEGATIVE] I had to stop that email and open a new email. I had to go to all my banks and.
[CUSTOMER][NEUTRAL] So this was a, a
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Everything, yeah.
[CUSTOMER][NEUTRAL] That you, that is quite a story. I can't get over that.
[AGENT][NEGATIVE] It was a nightmare. It took me months to get it all straightened out to where I.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] Yeah. But yeah, now all these food restaurant apps, I'm scared to use them. I'll wait in line, sorry.
[CUSTOMER][NEUTRAL] Oh my, and I
[CUSTOMER][NEUTRAL] I've got I've got several apps on my phone. Well, who knows.
[AGENT][NEUTRAL] I know, and Chick fil A you trust.
[AGENT][NEUTRAL] You trust Chick fil A.
[CUSTOMER][NEUTRAL] Of course, of course. Now, did you contact Chick fil A at all? I'm curious if you contacted them and what did they have to say about it, uh, or, or suggest for you?
[AGENT][NEUTRAL] idea
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Uh, before my, um, credit card would, um, reverse the charges and everything, they made me call the actual store and.
[CUSTOMER][NEUTRAL] Oh, in [PII]? The what?
[AGENT][NEUTRAL] They said
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEGATIVE] It it didn't do any good, um, and I told them at at Chick fil A the next time I went in Chick fil A, and every time they ask you, do you have our app? Uh, I did before they know now don't ask me.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEGATIVE] Cause I tell them, no.
[CUSTOMER][NEUTRAL] Yeah. Well, now.
[CUSTOMER][NEUTRAL] Did your bank have you fill out fraud papers and they retrieve that money for you? OK, OK, good.
[AGENT][NEUTRAL] They did.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] You can tell I've been through the routine.
[AGENT][POSITIVE] Yeah, everything was good, but.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] But yeah, I had to go to um I've got a bank, my husband does it uses a different bank, and my daughter, she's disabled, she's got a a bank account connected with me in a different bank, so I had to go to all three banks.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And everything and let them know what was going on and.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I put alerts and
[AGENT][NEUTRAL] Then
[CUSTOMER][NEGATIVE] What a nightmare.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Man, I thought I had it bad.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And mine is usually like someone, someone buys 2 or 3 things, you know, and it's like, where is this coming from? I don't know who this is, you know. And, and so then, you know, you, you stop the card, you get a new card, and then what happens is like, I get a note from my dental plan saying we could not process a payment. I'm like, oh no, I forgot to give them the new number, you know, that kind of stuff. Uh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, how
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, if you like.
[CUSTOMER][NEUTRAL] So, I guess it's just that, mhm.
[AGENT][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] Uh-huh. So, and like I no longer have a, uh, a check pad from uh from this credit union, I guess I would send a um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, money order with this first one and then have you guys pull, you know, uh, from my account, um, that would be the way to do it. I was just surprised about, well, I mean, I just wasn't sure how I could get you my banking information to be secure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You know what I mean? I mean, it's, I didn't, I didn't know if you'd be sending me something like DocuSign or I don't know, some kind of a, uh, if you have some sort of a service, uh, you know, but, uh, well, it's been nice talking with you, [PII]. I'm, I'm so sorry that happened to you, but I'm so glad you got that straightened out.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I'm sorry it happened to you too, so yes. It makes us more aware. That's all I can say.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] It does, it does, and I don't know, you know, maybe, maybe, yes, I'm sitting here thinking maybe it would be less since I know that this older claim will will be paid, it might be less complicated for me to simply let the school handle this for as long as I'm with this school because I don't know if I'll be here 6 months or 2 years, you know, that kind of thing. So, uh, thanks, thanks.
[AGENT][NEGATIVE] It's a shame that things are that way now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh. And then, you know, at 6 months, if you do change, move, you can do it then.
[CUSTOMER][NEUTRAL] Right. If I move, if I'm, yeah, that's my point. If I moved to [PII], then I can decide to port portability, I ask you for portability forms at that point. I think that maybe makes the most sense and the less stress about banking accounts.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] But anyway, uh, thank you so much, uh, uh, you guys, I want you to know you guys have awesome, um.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, customer care, I mean, the way you answer the phone and or on the phone. I, I guess I was on the phone yesterday and they said, is there anything else we can do for you, Mr. [PII]? I said, Well, you can come over and fold 3 laundry with me, and they just laughed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I just thought I gave him a funny.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You know, [PII]. Here's a chuckle. so OK well thank you so much. I, I think I've, after our lengthy discussion I think I've decided just to do it through school and then when I move at that point do the portability business. OK, well you take care. I appreciate the time you spent with me. OK, bye bye.
[AGENT][NEUTRAL] There you go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] All right, and thank you for calling APL. You have a great day, [PII].
[CUSTOMER][NEUTRAL] Uh-huh, OK, you too.