AccountId: 011433970860
ContactId: b20a8954-373f-423f-b34d-5cdf764a942b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1589530 ms
Total Talk Time (AGENT): 742156 ms
Total Talk Time (CUSTOMER): 789543 ms
Interruptions: 14
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b20a8954-373f-423f-b34d-5cdf764a942b_20250218T22:12_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I entered in a claim and my uh my doctor faxed the papers over and I just want to confirm that you guys received them.
[AGENT][POSITIVE] Oh, it would be my pleasure. Did he fax them today or when did he fax those?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] OK, may not be able to see him on your policy, but we can take a look. What is that policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't have the policy number and I have my social, and if you can, after we, after you verify me if you can provide me the policy number, I appreciate it.
[AGENT][NEUTRAL] That'll
[AGENT][POSITIVE] It would be my pleasure. And what is that social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you. This is on your cancer policy, Miss [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And can you tell me what all I have with that cancel policy too?
[AGENT][NEUTRAL] Sure, it'll be my pleasure. Now, first of all, if you don't mind, I do need to go through a verification process for you. What is your date of birth?
[CUSTOMER][POSITIVE] Not a problem. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your current mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And if you don't mind verifying your email, it looks like we have your ISD email on file and your phone number please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, my ISD number is uh [PII] and my telephone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you. I appreciate that verification. Now, I can give you your policy number.
[CUSTOMER][NEUTRAL] OK, yes ma'am. Let me get, um, go to my notes page in my phone so I can type it in. OK.
[AGENT][POSITIVE] Take your time.
[AGENT][NEUTRAL] Your policy number is 239.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 0292.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. 239-029-2.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, I got it, thank you.
[AGENT][NEUTRAL] And I don't see a claim on file yet.
[AGENT][NEUTRAL] So if it was faxed, it could, it sometimes it does take up to 24 hours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To be able to view now also we have a website and you can create a portal and click on that policy number to view your policy certificate, all the benefits that are covered, um, and you can submit claim documents online.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all that is available on our portal and that is that secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, can you email that link to me?
[AGENT][NEUTRAL] Yes, ma'am. I can actually email your policy certificate to you as well if you'd like, but I can.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] I can do that and I'm gonna email it to you right now. Do you want that to come to your personal email or to your.
[AGENT][NEUTRAL] Email we have on file.
[CUSTOMER][NEUTRAL] You can do the email you have on file. That'll be fine my ISD I have access to that still.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] On the link that I'm going to send you and I'll send you the um.
[AGENT][POSITIVE] I'm just gonna send you lots of stuff.
[CUSTOMER][NEUTRAL] OK, OK. I'll take it.
[AGENT][NEUTRAL] I'm gonna also send you the navigation help guide for the portal that way you can see how to submit claims you can um view your policy benefits there's claim forms available all that's available on that portal portal. You can check claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um if you're looking.
[CUSTOMER][NEUTRAL] Oh, I was just about to ask you that.
[AGENT][NEUTRAL] If you're looking online once you create that portal, if there are no documents, then under my claims there's not gonna be anything listed. Once we receive documents, you'll see that we've received documents, but it doesn't have a claim number yet. That means it's not been processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once it's processed, it'll have a claim number that you can click on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can also sign up for text messaging. You'll get a text message if we've received claim documents or if it's processed.
[AGENT][NEUTRAL] Now if you receive a text message once it's processed, it could take up to 24 hours to be able to view online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put your policy number in the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's also direct deposit option for claims payments that's available online.
[CUSTOMER][POSITIVE] Thank you. I was about to ask.
[AGENT][NEUTRAL] Let me think, what else are you fixing to ask? Let's see if I can guess.
[CUSTOMER][NEUTRAL] I was about to ask.
[CUSTOMER][POSITIVE] Look, you are a mind reader because I everything that I was going to ask you, you are being very thorough. You pretty much answered probably about 5 of the questions I was gonna ask you.
[AGENT][NEUTRAL] Well, you know, I think about that.
[CUSTOMER][NEUTRAL] Cause I was gonna ask you what I view it on there, the status and you answered that and I was gonna ask you if you had direct deposit, you answered that, so it's like pretty much anything I was about to ask you, you don't answered it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, I just try to think about what I would want to know, you know, if I didn't have anything, what would I want to know? So that's, that's kind of what I'm and and valuable information for you to know as well, make it easier for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's, that's why I'm thinking like that.
[AGENT][NEUTRAL] It just
[CUSTOMER][NEUTRAL] Look, I appreciate it cause I, I, at this point in time, I need you to think for me, like whatever.
[AGENT][NEUTRAL] Well, we're gonna think for you.
[AGENT][POSITIVE] We, we, we got you.
[CUSTOMER][NEUTRAL] Look, thank you, baby, because it's like, look, it's, it's a lot going running through my little head, my little brain.
[AGENT][NEUTRAL] Well, you know, people that have these policies, they're, you hope to never use them when you have them, they're good to use, but a lot of times trying to wade through all of that while you're going through something is overwhelming and that's why we're here for you, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. I really appreciate it. Yes, ma'am. I really appreciate it.
[AGENT][NEUTRAL] You don't forget that.
[AGENT][NEUTRAL] And I'm just gonna put all this in the.
[AGENT][NEUTRAL] On that um portal guide, it has your.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] The, uh, let me check.
[AGENT][NEUTRAL] Now that I've said that, I wanna check and make sure it has the website address for you.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Once you click that attachment so that website is there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What else am I not thinking of?
[AGENT][NEUTRAL] Anything else we can think of that we might need?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I got this child calling me.
[AGENT][NEUTRAL] Oh, you need to answer that? I can hold if you need me to.
[CUSTOMER][NEUTRAL] No, so she's trying to FaceTime me. I'm gonna text her. I'm right here to pick her up and she, she just wants to know if I'm in line.
[AGENT][NEUTRAL] Oh, got you.
[CUSTOMER][NEGATIVE] That's it, and you won't, and she won't give me to.
[CUSTOMER][NEUTRAL] 2 seconds to just.
[CUSTOMER][NEGATIVE] Text her. Like I'm trying to text and she's calling, so I'm having to keep declining her phone.
[AGENT][NEUTRAL] You go ahead and answer her and let me think if there's anything else.
[CUSTOMER][NEUTRAL] Uh, no, I just sent her a text. She did, she read it. She can just wait patiently.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait a minute, how old is she?
[CUSTOMER][NEUTRAL] She's [PII]. She can wait patiently.
[AGENT][NEUTRAL] Well she hasn't learned to be too impatient yet, right?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, she gonna have to learn to have some gra, give me some grace.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Look, cause there's been times where I'm here and I'm like the 3rd person in line and she's standing on the back of the wall, you know, just talking to her friend. Yeah, so she can wait for me.
[AGENT][NEUTRAL] And you having to wait for her. Mhm.
[AGENT][NEUTRAL] I hear you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And I'm like, I'm right here outside of school, she sees me, she don't walk up to the line.
[CUSTOMER][NEUTRAL] He hanging on the wall today.
[AGENT][NEUTRAL] Alright, I've emailed your policy.
[CUSTOMER][NEUTRAL] So she can just wait gracefully.
[AGENT][NEUTRAL] I've emailed your policy certificate as well as the navigation help guide for our portal.
[CUSTOMER][NEUTRAL] so just uh.
[AGENT][NEUTRAL] That should walk you through, you know, how to create an account, how to submit claim information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And one other thing, do you happen to know maybe what time the doctor?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Faxed the information.
[CUSTOMER][NEUTRAL] She called me around, let me see. She called me around [PII].
[AGENT][NEUTRAL] Saying that it was faxed.
[CUSTOMER][NEUTRAL] So let me know she back hold on let me make sure that that was her.
[CUSTOMER][NEUTRAL] OK, cause she, she called me and I was making copies. I wanna say that was this morning though.
[CUSTOMER][NEUTRAL] But it could have very well been a girl when I was making copies and she called me.
[CUSTOMER][NEUTRAL] It was, it was [PII] when she called me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have access to the incoming faxes and I was just wondering if somehow I could.
[AGENT][NEUTRAL] Uh, we, we get a lot of faxes every day, but let me go back to about that um.
[CUSTOMER][NEUTRAL] Yes, ma'am. I can imagine.
[AGENT][NEUTRAL] Let me check this one.
[CUSTOMER][NEUTRAL] It was [PII], it would have been coming from Texas Oncology, and unfortunately I don't have their fax number, but it would have been coming from a [PII] number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If that helps
[CUSTOMER][NEUTRAL] Well, no, because most fax numbers are [PII], huh?
[AGENT][NEUTRAL] Let me take a look at, I'm just taking a quick look to see if I can find something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And it just takes a minute or.
[AGENT][NEUTRAL] Oh, I thought maybe I had it.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's not it.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] But like I said, it should, if we've received it.
[AGENT][NEUTRAL] It should show up on your policy tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I can check it tomorrow. That'll be fine.
[AGENT][POSITIVE] But now, if you need anything, you don't hesitate to call us. We can help you wade through all this, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, uh, just out of curiosity, do I have a disability policy with y'all too?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Is that on that certificate because I know I have a short term long term disability policy, but I don't know if that's with you guys or if it's with um another company. I don't know how they do it.
[AGENT][NEUTRAL] Did she send it from uh medical records?
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] It possibly could have been from medical records. Uh, [PII], the doctor's name is Doctor uh [PII].
[AGENT][NEUTRAL] OK, that wasn't it.
[CUSTOMER][NEUTRAL] And her nurse is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still just kind of.
[AGENT][NEUTRAL] Going through some cause I'm thinking if it's 133, she might have had something to do before she faxed it.
[AGENT][NEUTRAL] Yes, it might not be quite.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Well, 133 is when she called me and she had told me that she had already faxed it.
[AGENT][NEUTRAL] Yeah, that's what I'm saying.
[AGENT][NEUTRAL] It may not have been.
[AGENT][NEUTRAL] Right at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just not able to just.
[AGENT][NEUTRAL] Go in there right off.
[AGENT][NEGATIVE] I'm still trying so hard, but it's just not, I don't see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's fine. I understand it's OK. I can, I can wait 24 hours before that. Look, ain't like it's gonna make it move any faster.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, but I'm sure you're kinda anxious and
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You know, just want things to get rolling, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, especially with claims cause you need that. I don't see the disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Benefit on your policy.
[AGENT][NEUTRAL] I'm gonna look at it one more time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But definitely check with your HR department to see what policies you have through which companies.
[CUSTOMER][NEUTRAL] Yes ma'am, I think it may be another time for me to be honest with you, and I mean I heard you mention uh disability and I just want to check and see if that was with you or if that was.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Like how would y'all handle that or pay that out?
[AGENT][NEUTRAL] If we had a disability policy, then you'll be paid a monthly amount covered by your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But yeah, this policy does not have a disability rider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think that's strictly just my cancer, OK.
[AGENT][NEUTRAL] Yeah, this is your critical illness policy, which covers
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thanks. Now, I will tell you that there is a critical illness claim form that you'll need to submit.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Yeah, I don't see, did, did you mail it or?
[CUSTOMER][NEUTRAL] No, it was a packet that I had to print out. It was a, uh, it said a claim form and I printed that out.
[CUSTOMER][NEUTRAL] And it was part that the first part I had to fill out and it was saying H1 through 6 needs to be filled out by the doctor.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Gotcha. So, did you give the whole claim to your doctor?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I did the whole packet include the part that I filled out, yeah.
[AGENT][POSITIVE] And they were OK.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] Just wanna make sure we get your part too.
[CUSTOMER][NEUTRAL] Yeah, I, I read the little cheat sheet too, and I was like, OK, well.
[AGENT][POSITIVE] Good.
[CUSTOMER][POSITIVE] And I asked the lady earlier when I called. Yes, he loved the cheat codes. I love the cheat codes.
[AGENT][POSITIVE] Cheat sheets are wonderful.
[AGENT][POSITIVE] Yep, exactly.
[CUSTOMER][POSITIVE] Especially when it comes to paperwork because I hate the delay when, um, and, and I like it when people be thorough, so I, I love it that she was just so thorough with just answering questions of why I got a chance to answer them. I love it.
[CUSTOMER][NEGATIVE] Because it's like you, you, you're not concealing anything from me. You're going ahead and telling me everything that I need to know, possibly would want to know, you know.
[AGENT][NEUTRAL] If you're like me, if I, I wanna know it all up front, let me try to get it all done upfront so there's not the back and forth going, you know, and, well, we need this and we need this and.
[CUSTOMER][POSITIVE] And I would appreciate that.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, while my brain is functioning.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] 100% focused on it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's kind of like with disability claims sometimes you know you file the and I.
[AGENT][NEGATIVE] Um, just, just medical leave. I had to take Epstrom from a horse and hurt my back for about a month. I was just out, you know.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Did I find it?
[CUSTOMER][NEUTRAL] Yeah, oh my [PII].
[AGENT][NEUTRAL] Did I, I found it.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] We actually received it at [PII].
[CUSTOMER][NEUTRAL] OK, that would have been fine.
[AGENT][NEUTRAL] So they're gonna put it on your policy.
[CUSTOMER][NEUTRAL] Cause I didn't think about what, what state are you in?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I don't think about the time zone either. We're on Central time.
[AGENT][NEUTRAL] Yeah, I didn't
[AGENT][NEUTRAL] We are too.
[CUSTOMER][NEUTRAL] OK, so that, that didn't matter. OK, but you found it.
[AGENT][NEUTRAL] But you know sometimes even though yeah, even though they send it you know sometimes we get large faxes in and it just, you know, it's just sitting there waiting to come in and waiting so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we have a 20 page fax.
[CUSTOMER][NEGATIVE] OK, she must have added some more in there cause I don't think, well, it was spreading bad paper, so possibly it was 9 pages front and back.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Then I added 4 more pages, or 2 more pages that was front and back.
[CUSTOMER][NEUTRAL] So then whatever she.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He had.
[AGENT][NEUTRAL] And then, then with the instructions and yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] So, good deal.
[CUSTOMER][NEUTRAL] So that has been.
[AGENT][NEGATIVE] I'm sorry, I just stopped right in the middle of my conversation. I got thrown from a horse. I was doing disability, um, a medical leave and I didn't feel like doing all that, you know. So you gotta go to the doctor and get this. I'm like, I can't even walk. You want me to go to the doctor.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right. Mhm.
[CUSTOMER][NEGATIVE] Why? You want me to go to the doctor? What? I mean, what else? It's like drawing blood. You pulling teeth.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Exactly. But I do know that on.
[CUSTOMER][NEGATIVE] And I am the world's worst. I hate the one more thing. I hate the world the one more thing. Just tell me everything you need.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] At me
[AGENT][NEUTRAL] You're like, why didn't I know in the beginning? Yeah, exactly.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] See, I hear, I feel you.
[CUSTOMER][NEUTRAL] Um, I can deal with it when it's the one more thing that you're just asking for me, but when I have to go get the one more thing from other people, and it's like sometimes you just might have to have an appointment to go sit down and just have them to do paperwork. It's, it's kinda crazy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. And then you have to pay for them to, to do it again and.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] It doesn't make sense, but anyway.
[CUSTOMER][NEUTRAL] I'm like
[CUSTOMER][NEUTRAL] I'm like, just don't.
[CUSTOMER][POSITIVE] Yeah, I'm with you. Don't want more thing me. Just, just tell me everything you need.
[AGENT][NEUTRAL] Just let me know.
[AGENT][NEUTRAL] Now, I'm, I will, I'm just gonna give you a little warning with the cancer claims and things like that. Sometimes they do request additional information just to make sure, you know, that they've got the correct diagnosis and everything like that. So that's a possibility.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, in error of that, I tried to caution on the, on the end of that and I actually sent them the papers where I was diagnosed.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] As long as we have that pathology report. Mhm. Good deal.
[CUSTOMER][POSITIVE] Yes, that's what I said. That's exactly what I said.
[AGENT][POSITIVE] Look at you, you're good.
[CUSTOMER][NEUTRAL] Exactly, I'm like it can't, it can't get no plainer than that but.
[AGENT][POSITIVE] That's right. Well, hopefully, you know, if they do need anything else, it's only because they wanna make sure you get every benefit possible on your policy.
[CUSTOMER][POSITIVE] Yes, ma'am. And, and I'm for it. I'm for it. I don't mind. I'm for it. I, I got a little time ahead of me, but uh, you know, I just wanna what my brain is why it's fresh on my brain, and what I need to do. I'm asking questions, all this stuff, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm working, I'm, I'm trying to be ahead of it, so the, the little bit I can't be ahead of it is what it is, but the things that I do know and I know that I can be in front of, let me go on and get in front of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, it sounds like you've got it going good. I mean, you positivity and faith goes a long way.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am, you know, I, I, I have to, I have to, uh, be decent in order for these kids to make sure.
[AGENT][NEUTRAL] Oh, yeah. You I just.
[CUSTOMER][NEUTRAL] I cross every dot every I.
[AGENT][POSITIVE] I just have a feeling you're gonna be OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. You and me both, but until then, I'm gonna err on the side of caution. Yes, ma'am.
[AGENT][POSITIVE] That's right. I just, I mean, I've got chill bump feelings.
[AGENT][NEGATIVE] I was telling someone earlier and I don't know why I feel compelled to share this with you. But, um, you know, I've received a diagnosis of something a couple of years ago and I just thought I was gonna die. And then finally, I just sat down and breathed. And I just said, OK, God, you know, what do I need to do?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And, you know, he gives you the strength, you know, you pick yourself up, put your high heel, your kicking heels on and make the changes that you need to make to deal with it and come through it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] And you do.
[CUSTOMER][POSITIVE] And you know, and sometimes he just got to put things in our lives to make us go somewhere and sit down. And anybody that knows me, I'm always going 100.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] You don't sit, do you?
[CUSTOMER][POSITIVE] I'm always doing something. Well it's for me or somebody else, I'm always like, like the little kids say, I'm always doing the most. So sometimes you just gotta get somewhere to sit down.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's right. And this just for a season and.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And he and.
[AGENT][POSITIVE] And all the people that you've already blessed me.
[CUSTOMER][NEUTRAL] And I feel like he didn't know.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And um,
[AGENT][NEUTRAL] Yeah, he knows.
[CUSTOMER][NEUTRAL] So it just might just be my time to just go, just go take a seat, just sit down. So.
[AGENT][POSITIVE] That's right, and get you a comfy seat and and learn to enjoy it.
[CUSTOMER][NEUTRAL] Right. Look, I'm already picking out TV shows.
[AGENT][NEUTRAL] There you go, binge, baby, binge. That's what I do.
[CUSTOMER][NEUTRAL] Yes, and some books to read cause I refuse to be lord.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] There you go. But you know, I, I'm here for you. All of our representatives are here to help you.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate you, appreciate you. You have been a joy to speak with and I am, you know what, it's wonderful when you can actually call customer service and get good customer service, good quality customer service, and you know that's not, that's not that common anymore.
[AGENT][NEUTRAL] You
[AGENT][NEGATIVE] Unfortunately, it's not, but.
[CUSTOMER][NEUTRAL] It's not, and I really, yeah, it's like it's a
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] It's like a quiet taste now or something. I don't know, but I really appreciate you.
[AGENT][NEUTRAL] Mhm. Well, I will tell you one.
[AGENT][POSITIVE] The one thing about APL is, you know, if we need to take an hour on the phone with a customer to assist, we can do that and I just, I just, I love that.
[AGENT][NEUTRAL] You know, like we care, I mean the company cares about you.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] And that's what I like.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] That's why I'm here.
[CUSTOMER][POSITIVE] And that's a good thing. I
[CUSTOMER][POSITIVE] I worked for um AP for a couple of months and I'm like you, let me look into every little thing. Let me see, cause I understand if you call me that lets me know that you're struggling. There's something not right and you need my help, so let me help you as best as I could. But look, I was getting deed because I was on the phone too long trying to find, you know, make sure that I covered everything, every basics.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Right, me too.
[CUSTOMER][NEGATIVE] So when I tell you no, it's a firm no that I told you because, and I don't want to tell you a no and it's something that I missed. Does that make sense?
[AGENT][POSITIVE] Absolute, uh, it does to me.
[CUSTOMER][NEUTRAL] And I'm like,
[CUSTOMER][NEUTRAL] And if I don't know, I'm not that big of a person to where I can't admit that I don't know.
[AGENT][NEUTRAL] And we'll go find out.
[CUSTOMER][NEUTRAL] Exactly, let me, and you know what? that was sure me, let me find out. I don't, I'll be honest with y'all saying. I said I don't know, but we got to find out.
[CUSTOMER][NEUTRAL] That's what we gonna do. We're gonna find out. We're gonna investigate it and find out.
[CUSTOMER][NEUTRAL] And if I hang up before uh before this call ends, I'm gonna call you back.
[AGENT][NEUTRAL] I'm gonna call you back.
[AGENT][POSITIVE] I'm right there with you.
[CUSTOMER][NEUTRAL] And if it means I gotta call you back tomorrow, I'll call you when my shift end, I'm calling you back because I managed the bank for 9 years before I went into teaching, and we had a sundown rule. And the sundown rule is that whenever, make sure that whoever you encountered that you had a problem, even if you didn't resolve that problem that day, call them back and let them know, hey, I didn't find out, but I'm still looking into it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] I mean that makes the world of difference and a lot of people, they don't even do that, they don't even consider that. But I'm not gonna hold you hostage on the phone.
[AGENT][NEGATIVE] They don't.
[AGENT][POSITIVE] Well, I just feel like we could sit and talk for a long time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And and we can look, look, pull up some, some chairs and open up a glass of lemonade. Yes, ma'am, we could.
[AGENT][POSITIVE] That's right. That's right, get us some rocking chairs and just sit there and rock and talk.
[CUSTOMER][NEUTRAL] Yes, exactly. Look, I'm from the south, so some summer sausage and crackers and cheese, one of them little uh cracker and cheese spreads.
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][POSITIVE] Oh yeah, yup, yep. I'm right there with you.
[CUSTOMER][NEUTRAL] Which is
[AGENT][POSITIVE] And some lemonade, with the sunshine, yep.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Talk about all our blessings. Mhm.
[CUSTOMER][POSITIVE] It's a rocking chairs.
[CUSTOMER][POSITIVE] Exactly, but I appreciate you and I thank you so much for helping me out. It's been a joy talking to you. And I hope you stay blessed. Thank you, and I hope you stay blessed and I hope you have a good day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well it's been a pleasure.
[AGENT][POSITIVE] It's been my pleasure.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] I hope you do too. Now, you call us if you need anything. My name's [PII]. If you need anything, you need some additional help, don't get anywhere with anybody. You tell them to call me. Let me talk to you and see what we can do. But everybody would be happy to help you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am, I'm gonna say uh uh where's [PII]? Put A [PII] on the file.
[AGENT][POSITIVE] And I, I will be happy to assist you.
[CUSTOMER][POSITIVE] Yes, yes, ma'am. You have a nice day.
[AGENT][POSITIVE] You have a good evening. Take care of those youngins.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And put your feet up for just a little bit.
[CUSTOMER][POSITIVE] Yes, ma'am. I will. Thank you.
[CUSTOMER][NEUTRAL] I know, I'm gonna lock him up as high as I can.
[AGENT][NEUTRAL] There you go. I said, look, now, I gotta start resting.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Y'all go wash the dishes
[CUSTOMER][NEUTRAL] Right, look, I'm already doing that one now, but.
[AGENT][POSITIVE] There you go, there you go. Take care of yourself, call us.
[CUSTOMER][POSITIVE] Looking to teach them how to cook. You too. Yes, ma'am. You have a nice day. Um, bye.
[AGENT][NEUTRAL] All right, you too, Miss [PII], bye bye.