AccountId: 011433970860
ContactId: b9a4f76b-c0e3-4582-b789-42104e1be0ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1881619 ms
Total Talk Time (AGENT): 689021 ms
Total Talk Time (CUSTOMER): 689870 ms
Interruptions: 9
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b9a4f76b-c0e3-4582-b789-42104e1be0ce_20250310T20:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, I'm calling in reference to a letter that we received. Uh, I can give you the policy number or I can give you the.
[CUSTOMER][NEUTRAL] Yeah, policy reference number is 0.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, it's 00064567. Come see [PII].
[CUSTOMER][NEUTRAL] It should come back to [PII].
[AGENT][NEUTRAL] OK, let's see, and you said 614?
[CUSTOMER][NEUTRAL] It's uh 64567.
[CUSTOMER][NEUTRAL] We've had that thing for so long. I, I've forgotten about it, to be honest with you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, can you verify her birthday for me?
[CUSTOMER][NEUTRAL] [PII], I need you.
[CUSTOMER][NEUTRAL] Hold on, I, I'm already here and my wife is coming and it's under her name and I'll let her talk to you.
[AGENT][NEUTRAL] And are you Mr. [PII]?
[CUSTOMER][NEUTRAL] And I will give you the information.
[CUSTOMER][NEUTRAL] OK, now what, what do you need, ma'am?
[AGENT][NEUTRAL] Are you Mr. [PII]?
[CUSTOMER][NEUTRAL] Mr. [PII], that's him, that's me.
[AGENT][NEUTRAL] Oh, OK, the policy is actually OK, yes, it sure is, yes, sir. So, um, I need, will you verify your birthday for me?
[CUSTOMER][NEUTRAL] The policy is under my name.
[CUSTOMER][NEUTRAL] My birthday is [PII].
[CUSTOMER][NEUTRAL] [PII]'s is 1027 [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you, yes sir, that's what we show, um, and can you verify your address for me?
[CUSTOMER][NEUTRAL] That's yours.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that. Let's see.
[AGENT][NEUTRAL] Now this policy shows that it turned in [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] It did what in [PII]?
[AGENT][NEUTRAL] It showed that it turns, but I'm seeing if you possibly have a a newer policy.
[AGENT][NEUTRAL] Ah, I see.
[AGENT][NEUTRAL] OK. OK. Yes, yes.
[CUSTOMER][NEUTRAL] You talk to her?
[AGENT][NEUTRAL] Did you receive a letter from us?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just we just got it today.
[CUSTOMER][NEUTRAL] Yes, we got the letter today and we're not too sure what it's for or why.
[AGENT][NEUTRAL] OK. Now, this is an intensive care policy.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I didn't even know we had. We didn't know we had that policy. What do we have insured with them? What else is insured with y'all?
[AGENT][NEUTRAL] Now, that is the only one, the intensive care.
[CUSTOMER][NEUTRAL] Yeah, would you know?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And we've been having that for a while?
[AGENT][NEUTRAL] Uh, since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, OK, so now what, what are we gonna do, what do we have to do with the letter y'all didn't tell me the amount we owe.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Now it's $42 quarterly.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] $42 quarterly.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] That be.
[CUSTOMER][NEUTRAL] It says monthly premium is 350.
[AGENT][POSITIVE] Oh gosh, I am so sorry. I am so sorry, that is yearly, that is your yearly premium, the $42.
[CUSTOMER][NEUTRAL] That's a yearly, that's a yearly, OK, and that's usually what I pay the yearly.
[AGENT][POSITIVE] Yes, that's right, yearly premium.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so it's 42 what?
[AGENT][NEUTRAL] 42 even.
[CUSTOMER][NEUTRAL] 42 even. OK. And that's the only policy we have with y'all?
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] It is. Yes, sir, it is. Now, you did have others, but they have already uh turned and I can check on those.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yeah, I took that out when I was with state police 996. That's what she's telling you before that.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] And it does look like you had a dental policy and it, it turned in [PII].
[CUSTOMER][NEUTRAL] I upgraded.
[CUSTOMER][NEUTRAL] That was a dental policy, yes.
[CUSTOMER][NEUTRAL] And that so that we would, we don't have that anymore. the sheriff's office that is that the dental policy went through the sheriff's office?
[AGENT][NEUTRAL] It did, it sure did. Is it Vermilion Parish Sheriff?
[CUSTOMER][NEUTRAL] Yeah, OK, well, they
[CUSTOMER][POSITIVE] Yeah, yes ma'am it is.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK, they, they have a new policy now for us.
[CUSTOMER][NEUTRAL] I don't know if it's with y'all or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't believe it is with us, um, no, ma'am, because that's the only policies we show um for him and you.
[CUSTOMER][NEUTRAL] You don't need to take the car.
[CUSTOMER][NEUTRAL] Right. OK. So, and, but we've always had this intensive care policy, you believe, since [PII]?
[AGENT][NEUTRAL] Um, yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're with the sheriff's office.
[CUSTOMER][NEUTRAL] Uh, I don't know, we don't understand that because my husband's been insured with through the sheriff's office, uh, and he's been retired now for 2020 20 years.
[CUSTOMER][NEUTRAL] And they're still carrying his insurance. I mean they still, you know, cover his insurance.
[CUSTOMER][NEGATIVE] They don't cover you. No, they don't cover me.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] But I guess
[CUSTOMER][NEUTRAL] I, I just don't remember for intensive care.
[CUSTOMER][NEUTRAL] You were praying that, but it wasn't intensive care to me we thought it was a teeth. We thought it was dental.
[CUSTOMER][NEGATIVE] Oh, it wouldn't have been, uh, the dental would have come out out of my check for you. No, that's not.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Now, I do see it shows in [PII].
[AGENT][NEUTRAL] [PII], we did drop Mr. [PII] because of his age, and we changed it to just you, Ms. [PII], um.
[CUSTOMER][NEUTRAL] So when I reach [PII], y'all gonna drop me too?
[AGENT][NEUTRAL] I'm sorry, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] At [PII] or [PII]?
[AGENT][NEUTRAL] Let me look that up.
[AGENT][NEUTRAL] On that age.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEGATIVE] spending money for nothing. I don't know why that's right.
[CUSTOMER][NEUTRAL] I've been paying all that time.
[CUSTOMER][NEUTRAL] And I'll have to go to intensive care.
[CUSTOMER][NEUTRAL] I intensive care, and that I've never been in intensive care.
[CUSTOMER][NEUTRAL] Let me see what does it cover though in intensive care.
[CUSTOMER][NEUTRAL] Alright, I if you send us a notice in in 24, the end of the year.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now, by looking at this, uh,
[AGENT][NEUTRAL] An invoice like a billing invoice would have been mailed out?
[CUSTOMER][NEUTRAL] You'll send out like a letter and then you'll send me out something to fill out like a payment.
[CUSTOMER][NEUTRAL] If I want to pay by check or if I wanna pay direct.
[CUSTOMER][NEUTRAL] Oh, taken out from the bank.
[AGENT][NEUTRAL] And it looks like I can look back and see, you know, like how we have received payment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think we, I used to pay something.
[AGENT][NEUTRAL] And it just
[CUSTOMER][NEUTRAL] Go ahead now.
[AGENT][NEUTRAL] It does look like it's by check every year.
[CUSTOMER][NEUTRAL] Yes, and it was $38 and something, right?
[AGENT][NEUTRAL] Now it is 42 um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] But, um, it very well could have been.
[CUSTOMER][NEUTRAL] So what did, what?
[CUSTOMER][NEUTRAL] Yeah, what does that include? What does it pay for if I would keep it?
[AGENT][NEUTRAL] Um, not only intensive care, and now I can kinda give you like a, a general overview, but for, you know, good benefits, I can transfer you to someone in our benefits department. Um, but it does have like a cancer screening writer, um, surgical care, you know, intensive care port and of course you've got the portability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But, um, you know, it just says surgical care, those kinds of things. But I can definitely let you speak to someone to see exactly what is covered.
[CUSTOMER][NEUTRAL] So when I had my mastectomy uh 3 years ago, it would have paid some of that?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] It very well could have, and it's not too late to file that claim, either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how would I go about doing that?
[AGENT][NEUTRAL] OK, let me get you someone to speak with and that way they can let you know for sure if it was covered or not, um.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] So we are past due, right?
[AGENT][NEUTRAL] And whoever I get on the phone, I'm gonna let them know I'm still looking to see what that termination age is for this policy, and I will let them know so they can let you know before you get off the phone.
[CUSTOMER][NEUTRAL] OK, right, right.
[CUSTOMER][POSITIVE] OK, I appreciate it, thank you.
[AGENT][POSITIVE] Yes ma'am, you are welcome. um, you too, but is there anything else you need before I transfer you over?
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Not really. I just don't, and I don't want, we don't know. I mean we didn't get a notice before. I usually get a payment of just you owe amount, you know, and it was like $38.
[CUSTOMER][NEUTRAL] And I don't know when's the last time, when can you tell me when's the last time we paid something in $40 to $42?
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] My last when you see, I see last payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It was last, you paid it last year, but you paid for the whole year, so it's paid to [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hey through [PII], so I'm overdue and I'm I'm like behind 32 months they yeah, they're extending it they tell me, OK, that's what I usually pay. Uh, just what's that now? Go ahead.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, but
[AGENT][NEUTRAL] But if even though it's like it's technically lapsed right now, even though we can reactivate it, um, that will not affect, like you said, that happened 2 or 3 years ago, we would still pay that as long as, you know, it's covered. So that does not affect that part. OK, you see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, OK, my husband would like to tell you something, then we'd like to offer you an additional 30 days.
[CUSTOMER][NEUTRAL] From the date of this letter to submit and uh and uh that way the policy would go on. Yeah, well she that's what she said.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Yes, uh, yeah, yeah, yes, OK, I guess you, you wanna talk to someone that can explain you more about our policy? Yes, go ahead and transfer him if you don't mind. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, I sure will. You are welcome. OK, gonna be just a minute.
[CUSTOMER][POSITIVE] You're welcome thank you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] How do we try that for my, my breast. You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh no. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] I don't want you to hate me.
[CUSTOMER][NEUTRAL] [PII], when you leave like that, what do you expect from me?
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] You know me, [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh gosh. Oh.
[CUSTOMER][NEGATIVE] I just got off the phone with a mad one, so.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Um, oh no. OK, I'm gonna give you this policy number. It's an elderly couple that I'm speaking with.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, 64567.
[CUSTOMER][NEUTRAL] 64567.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I heard that.
[AGENT][NEUTRAL] And I want to speak with someone about benefits. That's, that's why I'm transferring. Um, oh my gosh, I hope I have not confused them.
[CUSTOMER][NEUTRAL] The policies.
[CUSTOMER][NEUTRAL] Well, the policy's termed.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It is lamp, but they did receive a letter, you know, offering them to catch up payments and to keep it active.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But um she, the man has been dropped off and he's the primary insured, but now she's the primary insured because he um
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Term due to age.
[AGENT][NEUTRAL] But it makes me wonder too if she should be termed due to age. I'm looking everywhere I can think of to find the termination age on this thing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But like he, they were, we just went around trying to figure out like he didn't, they don't remember having it and then they kinda do remember having it and oh gosh.
[AGENT][NEUTRAL] I'm just trying to look for that termination age.
[CUSTOMER][NEUTRAL] And there's no policy certificate. There's no policy search.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Nothing. There's nothing.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, I
[AGENT][NEUTRAL] But it's intensive care. I don't know. Um, she was saying she had a procedure done.
[AGENT][NEUTRAL] I am looking. I'm still looking.
[AGENT][NEUTRAL] But if she won't know if it be covered, she's in the hospital and stuff and I, you know, I don't know.
[CUSTOMER][NEUTRAL] I don't know either.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh waiter.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] looking for that.
[AGENT][NEGATIVE] Dang it, I hate these old policies, darn.
[AGENT][NEGATIVE] Intensive care, cause I'm just wondering if she should be termed anyway and the word that would make them mad, but I can't help it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm sorry. Do you mind holding just a minute?
[CUSTOMER][NEUTRAL] I don't think because I don't even know what to tell them I mean I don't have anything to look at.
[AGENT][NEGATIVE] You want me to hang up and call back because I'm sure.
[CUSTOMER][NEUTRAL] They're gonna
[CUSTOMER][NEUTRAL] Well, I mean, no, they're gonna have to go. I mean, they're gonna have to speak to somebody over in the claims area on this one. They may know about it.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] With not without me not having a policy?
[AGENT][NEUTRAL] Well, I did
[AGENT][NEUTRAL] Right, but I did do the claims queue. Did it? I don't.
[CUSTOMER][NEUTRAL] That claims support.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Claim support. What is that?
[AGENT][NEUTRAL] I just did the IC intensive care, like cancer disability intensive care cu.
[CUSTOMER][NEGATIVE] Oh yeah, all of that's rolling over to us now, but I mean if I don't so frustrating. So it's frustrating.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Just lock into.
[AGENT][NEGATIVE] I see, you can't even find any kind of documents on this thing.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] This is gonna be one where somebody's gonna, I mean like I have to call them back, I, I guess.
[AGENT][NEUTRAL] Just looking.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] OK. I can do that.
[CUSTOMER][NEUTRAL] OK, so I can't even, mm mm.
[CUSTOMER][NEUTRAL] Hold on, let me.
[CUSTOMER][NEGATIVE] I'm so flabbergasted after this last call, [PII], I can't, I can't even think straight right this second.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I get it though.
[CUSTOMER][NEUTRAL] That this they're just gonna have to hold him. I'm sorry, let me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so many people being out this week.
[AGENT][NEGATIVE] What I don't understand is.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Like he turned a few years ago because of age.
[AGENT][NEUTRAL] I would think she should have turned by now because of that age.
[AGENT][NEGATIVE] But they got a letter offering to let them keep it. So I just, I don't, I feel like that was not right to send that out.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEGATIVE] I think we need to check on this [PII], not only because of that because there's no point in going through all of that if it's not, if they're not even eligible.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, let me here and think.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Made a policy built for one and uploaded.
[CUSTOMER][NEUTRAL] But I
[AGENT][NEGATIVE] And like the letter they got, I don't even see that.
[CUSTOMER][NEUTRAL] Of course, you don't.
[CUSTOMER][NEUTRAL] Do you know how I feel about that, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Our call is being recorded, but I'm not, I don't good because I'm so tired of not having notes.
[AGENT][NEUTRAL] Right? I mean,
[CUSTOMER][NEGATIVE] That's, that's as tiring as it's always been for me.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] But I can definitely let them know that somebody needs to call them back. I mean, you know.
[CUSTOMER][NEUTRAL] I mean, because I don't even know.
[CUSTOMER][NEGATIVE] So when you have your drop down on your phone, it does not have claims support.
[AGENT][NEUTRAL] Let me say that.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I support. I know I've never seen that, but I will sure try it.
[CUSTOMER][NEGATIVE] I mean I can't even find uh just like some old policy to even look at.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK excellent.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And see, like, this shows that the um
[AGENT][NEUTRAL] The insured was canceled on his [PII] birthday.
[AGENT][NEGATIVE] So that tells me she should also have been canceled on her [PII] birthday.
[CUSTOMER][NEUTRAL] Well yeah, because she wouldn't be able to keep that.
[AGENT][NEUTRAL] Right. And that will fall into the time period of um
[AGENT][NEGATIVE] What she's talking about, you know, it wouldn't be covered because we're gonna refund the premium.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Although this letter, I'm sorry, [PII], this just really
[AGENT][NEGATIVE] It's frustrating too because the letter that they sent shows him as being the spouse. He's the primary insured. I mean, and I don't know, I don't like the the way the letter was sent out.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And see that and send this letter out saying it's your one time offer and I'm gonna have to turn around and say um.
[CUSTOMER][NEUTRAL] Well, you need to find out who sent the letter.
[CUSTOMER][NEUTRAL] Step one and ask them.
[AGENT][NEUTRAL] Right. I think that's an automatic thing. I really do. Um, but I will, yeah, I will tell them somebody need to call them back and, and I'll just, uh, you know, whatever. Yeah.
[CUSTOMER][NEUTRAL] Well, let me know if there's something that I need to do, but I'm gonna have to have.
[CUSTOMER][NEGATIVE] I'm gonna have to have a policy before I could even have if they're supposed to have it, but it doesn't sound to me like they should even have this policy. So I guess that one is verifying that, that that was not.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, that's what I'm wondering.
[CUSTOMER][NEUTRAL] A miss type.
[CUSTOMER][NEUTRAL] I mean, you know, that that was.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cause how old is she?
[AGENT][NEUTRAL] She is [PII] now, so that's [PII], you know.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And they've been paying premium?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So the spouse, so he could age out, but she can't. I don't think that's right, [PII].
[AGENT][NEUTRAL] See, exactly, like, are you crazy here?
[CUSTOMER][NEGATIVE] I don't, I don't think that's correct.
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] And if somebody don't start putting more detailed notes, and I know I'm guilty of it sometimes, but dead, gone.
[AGENT][NEUTRAL] When you are really doing something, I really need to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, my crystal ball has been broken a while. It itself.
[AGENT][NEGATIVE] You need to get it back.
[CUSTOMER][POSITIVE] And um I wish to [PII] I had that. Oh, I wish I did.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of this that when [PII] was here, you know.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEGATIVE] Well, that's not helpful.
[CUSTOMER][NEUTRAL] Answer for.
[CUSTOMER][NEUTRAL] Scan policies folder.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, [PII] is gonna be the term age on here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Oh that's so garbage right there. I can't find, I uh uh mm mm I don't know where to look for even look for the folder, but. So you're gonna, are you just gonna tell them then you're gonna check to that or you, what are you doing? I want us to do the right thing, [PII]. You know me. I want us to do the right thing here.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes. I'm just gonna.
[AGENT][NEUTRAL] I'm just gonna tell him that I'm gonna need to call them back, um.
[AGENT][NEUTRAL] Uh, and, and just let them know it possibly could have, should have been turned when she turned [PII].
[AGENT][NEUTRAL] Today's been a day of explaining why we keep messing stuff up. I tell you, that's the only kind of phone calls I've had.
[CUSTOMER][NEUTRAL] Today is the day that, well, today's been a day for me, [PII], where these BWA people, that is, that is a group, that's a joke group.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Because that agent.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][MIXED] This lady, I felt so bad for her. I mean, she was frustrated, but she's very, you know, she's nice to me and thanked me for helping her and everything, but she, she told me that all they do is lie and make damn excuses.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] She's probably right.
[CUSTOMER][NEGATIVE] That's what they all say, so I can't believe they're all lying, you know what I mean?
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And sell them something that's not what they, you know, what they have is not what they told them that they were getting.
[AGENT][NEUTRAL] Oh right, um.
[CUSTOMER][NEUTRAL] So, and that those are hard calls because we're totally caught in the middle.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] I don't know. OK, well, will you, will you let me know about that one then if you're gonna check on that to see if they should have even gotten that letter?
[AGENT][NEUTRAL] Yes, yes. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Sorry, I wasn't of more help.
[AGENT][POSITIVE] Oh no, thank you.
[CUSTOMER][POSITIVE] Oh, well, you're welcome. I didn't do anything, but yeah, you're welcome.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] All right, I'll talk to you. OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEGATIVE] I have not been able to get through to them yet um in our benefits department but I wonder if I can have someone call you back. I just hate for you to keep holding um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I don't know how long it might be.
[CUSTOMER][NEUTRAL] Ask her what policies we actually have. Can you, can you tell me exactly what policy that is and what policy we have with y'all?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or what policy I have left?
[AGENT][NEUTRAL] Um, now, uh, you mean like ever?
[CUSTOMER][NEUTRAL] Like what it, what do I have with y'all now?
[AGENT][NEUTRAL] Uh, right now, it's that intensive care policy.
[CUSTOMER][NEUTRAL] And that's all we have with you, you think?
[AGENT][POSITIVE] That's, that's right. Yes, ma'am. That's all.
[CUSTOMER][NEUTRAL] OK, when was that taken out or who we don't, we don't understand where it's coming from or who.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, now it shows that it was effective [PII].
[CUSTOMER][NEUTRAL] Took it out. I don't know. I.
[AGENT][NEUTRAL] And it was through that Vermilion Parish sheriff's office.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] And that's the only one that intensive care that, uh, uh, the cancer policy and, and nothing else would have been taken out then?
[AGENT][POSITIVE] That is the only one. That's right.
[CUSTOMER][NEUTRAL] OK, you want someone to call you back? No, I know you don't if it's only, oh, I'm sorry if it's only intensive care, you don't have to have anyone call us back, ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. Um.
[AGENT][NEUTRAL] And that is all it is, just that intensive care.
[CUSTOMER][NEUTRAL] Alright, so we've been paying so we've been paying on intensive care and that's, that would be it you think for the past how many years since, since since [PII]?
[AGENT][POSITIVE] Uh, yes, ma'am. That's right.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Oh, OK, well.
[CUSTOMER][POSITIVE] All right. That's OK, thank you. You've answered all questions. Sorry for your trouble.
[AGENT][POSITIVE] OK. Yes, ma'am. No, I'm so sorry. Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.