AccountId: 011433970860
ContactId: a768787d-4f90-492a-b6a3-ea352e7aa775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1321900 ms
Total Talk Time (AGENT): 602127 ms
Total Talk Time (CUSTOMER): 601544 ms
Interruptions: 13
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/a768787d-4f90-492a-b6a3-ea352e7aa775_20250321T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII], it's [PII]. How are you doing? Happy Friday.
[AGENT][POSITIVE] I'm good. Yes, ma'am. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm doing good, thank you. I need, um, I have an insured on the line and we were looking at a claim that was denied and not sure why it was denied, if you can assist us. Policy number 121.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] 1009.
[CUSTOMER][NEUTRAL] I have Ms. [PII] on the line. I don't know, she's been with us forever and.
[CUSTOMER][NEUTRAL] I don't know if you recognize the name.
[AGENT][NEUTRAL] I don't, but I might recognize once I get over there.
[AGENT][NEUTRAL] Oh yeah, OK.
[CUSTOMER][NEUTRAL] Yeah. Now, it's a cancer claim, but this is a home health and it is covered under her policy. And I looked at that diagnosis code, it looks, I mean, to me, it appears to be a cancer diagnosis.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, which claim are we looking at?
[CUSTOMER][NEUTRAL] So I'm not sure on this and if you can look at her. Well, wouldn't that help? I'm sorry.
[AGENT][NEUTRAL] No it's OK.
[CUSTOMER][NEUTRAL] It's 337.
[CUSTOMER][NEUTRAL] 0727.
[AGENT][NEUTRAL] T
[CUSTOMER][NEUTRAL] From [PII]. Jefferson Home County Home Health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And if you can help her, she's very disappointed because she just learned the school district is no longer with us.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Condition other than cancer.
[CUSTOMER][NEUTRAL] And if you can just kinda help her with that.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] I'm a little confused by that as well.
[AGENT][NEUTRAL] I mean, they even put a cancer diagnosis.
[AGENT][NEUTRAL] Let me look it up just to confirm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He hepatoblastoma, hepatoblastoma, I'm not really sure.
[AGENT][NEUTRAL] Uh, how to say that
[CUSTOMER][NEUTRAL] And it's due to her, she had liver cancer.
[CUSTOMER][NEUTRAL] And it's like a tumor on the liver.
[AGENT][NEUTRAL] Yeah, it's a rare malignant liver tumor.
[AGENT][NEUTRAL] Most common in children, so it's definitely rare for her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Jefferson County Home Health.
[AGENT][NEUTRAL] Physical therapy and skilled nursing admission.
[AGENT][NEUTRAL] Post-concussional syndrome.
[AGENT][NEUTRAL] Anemia.
[AGENT][NEUTRAL] So on her.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Chronic kidney disease on her statement, her billing statement.
[AGENT][NEUTRAL] For.
[AGENT][NEUTRAL] The healthcare, the skilled nursing.
[AGENT][NEUTRAL] The cancer diagnosis is not listed.
[AGENT][NEUTRAL] It's state
[CUSTOMER][NEUTRAL] So why would it be on the plane? I'm sorry.
[AGENT][NEUTRAL] No, yeah, no, that's a valid question. Um, so the very first diagnosis and the admission diagnosis state post-concussional syndrome, like she's
[AGENT][NEUTRAL] Fallen maybe and gotten a concussion. Um.
[CUSTOMER][NEUTRAL] Fallen
[AGENT][NEGATIVE] That's also listed like her cancer diagnosis is not why they listed it on there. I don't know. They shouldn't have. They should have listed the actual diagnosis codes provided.
[AGENT][NEUTRAL] Um, because that is why.
[AGENT][NEUTRAL] So if she has medical records that indicate that she was there for cancer-related services, we're going to need those because that is not indicated in her diagnosis codes. It says that she has a history of liver cancer, but it is not indicating treatment for her cancer or care because she's in, you know, the ending stages where her life.
[AGENT][NEGATIVE] You know, unfortunately is being affected to the point she can't take care of herself because of it. That is not indicated anywhere. It just says she has a history, but she's there for post-concussional treatment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which is more accident related.
[CUSTOMER][NEUTRAL] OK. Can you
[CUSTOMER][NEUTRAL] Yeah, can you discuss that with Ms. [PII]? She'll, um,
[CUSTOMER][NEUTRAL] That way, cause I don't know if this was post transplant or pre-transplant.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how that affects anything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, uh, does that, do you know if that does affect anything? I mean,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so if they go into a skilled nursing or something like that after they've been admitted, um,
[AGENT][NEUTRAL] And it's because they're recovering, yes, however, the diagnosis codes would indicate that a concussion is not going to have anything to do, to my knowledge again, unless her medical records from her admission into the skilled nursing facility state.
[AGENT][NEUTRAL] That this is kind of all the result of whatever. Um, but as, as indicated, it's strictly for a concussion.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That she's just needing the additional care.
[CUSTOMER][NEUTRAL] OK. Well, if you.
[CUSTOMER][NEUTRAL] OK, if you don't mind discussing that with her that way if she has any further questions.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Would that be OK? I appreciate it, [PII]. Let, let me get her on the line and I verified all of her information.
[AGENT][POSITIVE] Yeah, that's fine. No problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], thank you. I was, uh, we have [PII] on the line with you and she's going to assist you further. I was letting her know, um, regarding that claim that we were wond[PII] why that was denied and you needed further information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK she's gonna talk to me.
[CUSTOMER][NEUTRAL] She is gonna talk she's gonna talk to yes yes ma'am. I just need to stay on the line.
[CUSTOMER][POSITIVE] Yes ma'am she's on the line with us now. I was just explaining what you were needing.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] Oh, OK, listen, I thank you so so much. Such a pleasure to talk to you again, [PII], and you have a lovely afternoon. It's a pleasure talking to you too and thank you so much for everything and you have a good day the rest of the day. You too. Thank you, [PII]. OK, alrighty bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII], how are you?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK. How about you?
[AGENT][NEUTRAL] I'm doing well. My name is [PII]. I'm with the claims department, um, and so I was taking a look at your claim and I see that they denied it as, um, they put your cancer diagnosis, but they denied it as the service is not being cancer related. So I went to the documents that we received because that was a little confusing.
[CUSTOMER][NEUTRAL] I'm OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it looks like the treatment, all the bills that we received indicate that it was treatment for a concussion that you were admitted due to post-concussional care.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh no, that's the
[CUSTOMER][NEUTRAL] That was when I failed. When was that?
[AGENT][NEUTRAL] Um, this looks like it was July through August, early August, mid July through early [PII].
[CUSTOMER][NEUTRAL] Yes, yes, OK, OK. I know about that. No, they couldn't pay on that. I sent that in for the accidental.
[AGENT][NEUTRAL] Oh, OK, let me go over and make sure it was put over on your accident.
[CUSTOMER][NEUTRAL] For hospital
[CUSTOMER][NEUTRAL] OK, for the hospital indemnity.
[AGENT][NEUTRAL] Yes, ma'am. OK, so let me check both of those and make sure that we put those up there.
[CUSTOMER][NEUTRAL] OK. But I do have some paperwork.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. But when you finish with that, I do have some paperwork.
[CUSTOMER][NEUTRAL] That was related to my cancer, the um treatments and everything I got from the nurse.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That what you got is what year?
[AGENT][NEUTRAL] Um, it is also for [PII], but that's for your admission into the rehab. That's not.
[AGENT][NEUTRAL] For um.
[AGENT][NEUTRAL] For it doesn't look like it's anything else, but I can check and see if there's anything in the history for that date.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking your hospital indemnity now because your accident lapsed prior to these dates of service.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, I know my job has had changed some stuff. That's why I was calling to to see was I still covered in for what?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Got you OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I'm gonna have to look into your HR because it looks like we got it but it was also denied so I need to.
[AGENT][NEUTRAL] Look into
[AGENT][NEUTRAL] Everything here and so I'll look into that one to make sure that that was denied appropriately because if not then we'll go back and reprocess but I'm I don't have that policy pulled up so I'm not 100% on what your coverage is there um and if you would have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, any services that we could pay.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like you had
[AGENT][NEUTRAL] Confinement. You do have rehab. I may need to see if it's covered under the rehab.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You do have, you do have physical therapy.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I need to look into this one because I'm not 100%.
[AGENT][NEUTRAL] On what was considered or not here, so let me look into that one,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a little asterisk and the policy number so that I can look into it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. And I have all this paperwork in front of me.
[CUSTOMER][NEUTRAL] It says skilled nurse admission visit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I got therapy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got some therapy papers.
[CUSTOMER][NEGATIVE] I got a lot, a lot of stuff here that I didn't get, I don't think I got paid for.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now my husband used to do my claims for me now, but he's no longer with me. He's deceased now.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEGATIVE] And I sure hate that because he
[CUSTOMER][NEUTRAL] Yes, he used to do all this and he knows.
[AGENT][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] So, but I know, I know the district that I'm working for no longer use y'all after [PII].
[CUSTOMER][NEUTRAL] We no longer have y'all, but I have stuff.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII] and some stuff [PII] back in August.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so 23 and 24.
[CUSTOMER][NEUTRAL] So I wanted to know what to send.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me do this for you, Miss [PII] let me.
[AGENT][NEUTRAL] Look into everything we've paid for those years.
[AGENT][NEUTRAL] Let me kind of get a running list of what we have, what we don't have, and then if you're OK with it, let me give you a call back after I've really looked through everything so that I'm not telling you to submit duplicate information because I do see um your skilled nursing admission and stuff OK perfect so for 23 and 24.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh-huh.
[CUSTOMER][POSITIVE] Right, right. That's what I want. That's what I want.
[CUSTOMER][NEUTRAL] That's what I want because I don't want to be finished stuff.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I don't want to be sending stuff back.
[CUSTOMER][NEUTRAL] And you can look for 22 too, because that's when I had my liver transplant.
[AGENT][NEUTRAL] 22 as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had cancer on the liver.
[CUSTOMER][NEUTRAL] And I know
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] I've got the lump sum.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I know the next year, I was supposed to get something else, and they never did give it to me.
[AGENT][NEUTRAL] OK, do you happen to know what that is that you were waiting on?
[CUSTOMER][NEUTRAL] I send in the paperwork and everything, but the
[CUSTOMER][NEUTRAL] It was, I think it was another lump sum for the next year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] They had told me, and it's in my policy.
[CUSTOMER][NEGATIVE] I had to send in copies of the medication for the kidney cause I didn't go, I didn't go on the machine. I had pills and I had to send in a form where I got it from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And me and my husband went round and round with that, and the lady by the name of [PII] was taking care of it. But the next time we call, [PII], mom was sick and she was out, and then her mom passed and then she no longer works for y'all anymore. So I think my stuff just got caught up.
[AGENT][NEUTRAL] Got you, so it was like uh.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Instead of going in for like chemo through like uh IV or something, you were taking pills for it?
[CUSTOMER][NEUTRAL] Yes, I was taking the pills for it.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] You know, and the doctor saying that Houston medic. They, uh, you know with the cancer on my liver.
[AGENT][POSITIVE] OK, OK, so I'll definitely look for that.
[CUSTOMER][NEUTRAL] And then I still had it the next year.
[CUSTOMER][NEUTRAL] And I was supposed to get paid for it and
[CUSTOMER][NEUTRAL] They told me that she was no longer here and they, they couldn't look up anything, but we sent in all the paperwork and everything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was
[CUSTOMER][NEGATIVE] You can look into that for me too. Then I had another lady looking into it. She was a supervisor and then she no longer works for y'all neither.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Oh my goodness. OK. So,
[CUSTOMER][NEUTRAL] Yeah. And she had found some of the paperwork, yeah.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Then after that, my husband got sick and
[AGENT][NEUTRAL] Right, so it's just been one thing after the other.
[CUSTOMER][NEUTRAL] You know, in and out the hospital, you know, just.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we have medication for treatment for the liver cancer and your liver transplant in 22. Did you continue taking the pills in 23?
[CUSTOMER][NEUTRAL] I continued on taking the pills and when they, when I got the liver transplant.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And everything.
[CUSTOMER][NEUTRAL] And the cancer, the, the cancer was on the liver, and when they took the old liver,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The first ever rejected my body.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] So I had to go back in. I was in ICU and then they had to find another liver for me.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] So I was still on there. So that was the question between the two levels, but I was still insured and still on them. Now I don't take it anymore.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But at the time when you I was supposed to pay me, I was still taking it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we had liver rejection and new transplant. You were in the ICU, um, we had medication that needed to be considered. And then was there anything specific in [PII] that you're
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Aware of that we need to look for specifically so I can make sure I mean I'll look through everything but just so I know exactly what I'm looking for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 24. OK, I started getting
[CUSTOMER][NEUTRAL] Injections every month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The, the nursing, well, you know about the nursing skill that wasn't paid in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And lab work, they continue on checking me for cancer. So I've gotten screening and I've got mam mammograms and I got, I think y'all pay me for the mammogram, but the MRI don't y'all pay for MRI?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, we do. So I'll look for that specifically. Um, it does have to be after cancer diagnosis, but if you've been obviously diagnosed and they're checking just to make sure it hasn't spread or recurred, um, I'll, I'll double-check for that for sure.
[CUSTOMER][NEUTRAL] Yeah, right, right, right.
[CUSTOMER][NEUTRAL] OK, and that's what they're doing. They're, they say I'm always gonna be checked for that since I had that. And I, I get the I get the mammogram with the ultrasound. I get 3 mammograms every year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, alright, is there anything else that you can think of specifically that you need me to look for? Like I said, I'll look through everything and kind of see what we have, what we haven't, maybe what was denied that should have been considered like I'll do all the research on everything we've gotten for those 3 years, um, and I'll do it across multiple policies because just because it's not covered under one it may be covered under the other so I'll do it across all your policies just to make sure we're not missing payments somewhere.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, but is there anything else that you can think of you might need me to look for specifically?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Look for the H HC injections. I've been having that. I had that [PII], [PII], [PII], [PII]. Each month I have one.
[AGENT][NEUTRAL] HC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I've had colonoscopy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I'm looking through my stuff here for [PII]. Yeah, the colonoscopy I had and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had test checks, checks for contracts.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had several MRI's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh bone scan.
[CUSTOMER][NEUTRAL] And outle is checking for cancer.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] March, April, June.
[CUSTOMER][NEUTRAL] I got all that in front of me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I didn't want to send all this cause it's caused the facts and I'm not that computer. I have a friend that's helping me and she's gonna scan it, but she's gonna scan only what I say and I didn't know.
[CUSTOMER][NEUTRAL] What to send.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Especially when we didn't have y'all anymore, OK, but I have a lot.
[CUSTOMER][NEUTRAL] I have a lot of them I'm looking at right now.
[AGENT][NEUTRAL] OK alright so let me do some research um it may take me because you do have multiple policies it may take me the rest of the day I may not be able to get back with you until tomorrow that way I have a good running list of what we do have and per what you mentioned what we don't have um and then we'll be able to go from there and then. OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's what I want.
[AGENT][NEUTRAL] All right, well, I will do that research.
[CUSTOMER][NEGATIVE] That's what I want so I won't be sending stuff.
[AGENT][NEUTRAL] Right, yeah, of course.
[CUSTOMER][POSITIVE] You know, OK, OK, I sure appreciate it. What's your name?
[AGENT][NEUTRAL] Yeah. My name is [PII].
[CUSTOMER][NEUTRAL] [PII], oh, I remember you, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I think we've spoken once before at least.
[CUSTOMER][NEUTRAL] Yeah, we have spell your [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. What's your extension?
[AGENT][NEUTRAL] Um, we don't have extensions, um, direct extensions, yeah, so, but if you, if you don't hear from me and you want to just kind of check in, which I don't foresee that happening, but if you need to check in and you just haven't heard from me yet, um, you can ask for me in the claims department. I'm the only [PII], so they'll be able to know they'll know who you're talking about.
[CUSTOMER][NEUTRAL] Oh yeah, that's right y'all don't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] OK, OK. I, I know that I'll hear from you because when I've been with you all for some years I've been sick, you always have to call me back with stuff. I never had that problem, so I know you're gonna call me back. That's why I hate my job, don't have y'all no more.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I know, I know.
[AGENT][NEGATIVE] I know, I hate that as well.
[CUSTOMER][NEUTRAL] They should have asked me.
[AGENT][NEGATIVE] Like, absolutely not, we are not leaving.
[CUSTOMER][NEUTRAL] Mhm, yep.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right, right. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right well if you think of anything else or if you if you have any more questions just let me know um otherwise I will be researching this for you and I will get back to you just as soon as I can.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][POSITIVE] OK. I surely thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, you're very welcome.
[CUSTOMER][NEUTRAL] OK. OK. All righty, [PII]. All right, bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Have a great day bye bye.
[CUSTOMER][NEUTRAL] Ah