AccountId: 011433970860
ContactId: c4b9c329-0b25-48cd-9c11-04b218a903ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1471130 ms
Total Talk Time (AGENT): 386515 ms
Total Talk Time (CUSTOMER): 1123940 ms
Interruptions: 14
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c4b9c329-0b25-48cd-9c11-04b218a903ff_20250127T14:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, this is [PII]. I mailed you all uh a whole bunch of stuff for.
[CUSTOMER][NEUTRAL] Uh, I, I, uh, back up a little bit. I, uh, I talked to some of y'all, one of y'all's rep, uh.
[CUSTOMER][NEUTRAL] Supervisors and she said I should.
[CUSTOMER][NEUTRAL] Uh, [PII] and what Doctor [PII] had been doing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, what I do is go to the dermatologist and then she, she, uh, takes the sample and sends it off in a week or so later, it'll come back cancerous.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then she sends me to a moles doctor who is Doctor [PII] and I sent in.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Quite a few years back because the lady told me 11 of y'all people told me I should.
[CUSTOMER][NEUTRAL] Should, uh, fill out that and send a claim in and they gave me all the information for a bunch of years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I sent all that in it had on the paperwork what the insurance company paid.
[CUSTOMER][NEGATIVE] And now they're asking me, they need to know what my primary insurance company paid.
[CUSTOMER][NEUTRAL] And the policy called the public life insurance company states.
[CUSTOMER][NEUTRAL] Pay regardless.
[CUSTOMER][NEUTRAL] And that y'all using it, using this uh.
[CUSTOMER][NEGATIVE] My insurance company is paying for this stuff should never come in come in in any, any, any form of writing or anything but it had on the paperwork that I sent y'all and here it is. I, I got, I got all this information and it says that we need more.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Let's see how what it says.
[CUSTOMER][NEUTRAL] Please provide copies of your explanation of benefits from your primary insurance when it was on that paperwork.
[CUSTOMER][NEUTRAL] That I sent in what the insurance pay.
[CUSTOMER][NEUTRAL] Now that's all I can do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't make something um over the years it's had.
[CUSTOMER][NEUTRAL] Uh, they sent the the monthly stuff in and then after they pay it all, uh, I paid it all and all that whatever I had to do.
[CUSTOMER][NEUTRAL] It was uh
[CUSTOMER][NEGATIVE] All of that is information is I don't owe Doctor [PII] not one red cent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then, but
[CUSTOMER][NEGATIVE] What y'all saying is y'all wait to see what my insurance company pay.
[CUSTOMER][NEGATIVE] That has nothing to do with what y'all are supposed to be paying.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I don't know what you're doing trying to do, but anyway, it ain't gonna work what y'all trying to do.
[AGENT][NEUTRAL] I understand what you're saying, sir, and I'm sorry, you're frustrated. Mister, can you give me your policy number? Would that be OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, hold on just a minute. I I don't, I don't have my glasses. I have to get my glasses. Hold on a minute.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK policy number is uh.
[CUSTOMER][NEUTRAL] 004.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 77401.
[CUSTOMER][NEUTRAL] I've had that policy since [PII].
[CUSTOMER][NEUTRAL] 2002.
[AGENT][NEUTRAL] Uh, how about that? What is your date of birth? Do you mind verifying that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you you still on [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And your Outlook email is?
[AGENT][NEUTRAL] What is that
[CUSTOMER][NEGATIVE] I don't take anything. I'm I'm [PII] old. I don't do much on the computer. That's I don't know. I'm, I'm not dealing with the computer.
[AGENT][NEGATIVE] I'm not much of a computer person either. I hear you. I'm the same way. I don't like all these computers.
[CUSTOMER][NEUTRAL] All this paperwork or phone.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Let's see. Now, did you receive that payment that we sent on the [PII]?
[CUSTOMER][NEGATIVE] I didn't receive no payments.
[AGENT][NEUTRAL] OK, so they did process.
[CUSTOMER][NEUTRAL] All I've seen, all, all I've seen, all out, but the, but we had a freeze over here for Tuesday and Wednesday, so it was no Tuesday, Wednesday and Thursday, we didn't get mail. This is what I got Saturday morning, what I'm talking about now.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah. So this was on.
[CUSTOMER][NEUTRAL] And there's a whole page of stuff that I, I realized they don't they wasted some of the ink on these things because I knew they don't on on.
[CUSTOMER][NEUTRAL] Uncovered services for skin for office visit that ain't that had nothing to do and what I don't need all that uh remove can so is it remove uh skin cancer.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] To start with, I didn't go in. They, they set me up. The dermatologist sent me up an appointment for surgery, not office visit. I didn't go in and sit in and wait 5 minutes after I got there, he was taking me in the back in his operating room, and they had 4 or 5 operating rooms, and they have a lab set up where they can they can take a sample off of my skin and if I've had.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Numerous cancers on my nose. In fact, I've had.
[CUSTOMER][NEUTRAL] I think it was 1011 operations on my nose, but
[CUSTOMER][NEGATIVE] They can tell if they got it all the first go around. I've had the first time I went in there about my nose, it was 6 times they had to go to. I, I was lucky to have a nose when I came out becoming, but that, that wasn't uh.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] I'm just trying to explain to you what the mole doctor does and he's he's a fabulous guy. I've been seeing him for a number of years.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] When I go in there, he takes me in there and he, he got up, he, he, uh, well, the dermatologist just have to get pictures of it to make sure that he's gonna operate in the right, right spot so.
[CUSTOMER][NEUTRAL] And he asked me what is that the right? That's it. That's it right there. So he got me deadens it and cut, cuts on me and cuts on me whatever time and it takes about 30, 30 minutes for him to figure out if he got it all.
[CUSTOMER][NEUTRAL] And with the lab work they have it's set up right in right in this is is uh office and stuff it was a surgeon surgeon and all that it's a separate separate area.
[CUSTOMER][NEUTRAL] And the certain person does all of this and she'll she'll come back and say yeah we got all that so he'll sew it up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But now if it's a if it it didn't get it all and said no you got some more left up on so right hand corner or whatever.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And then he'll, he'll take us a little bit more often and then be another 30 minutes before he said, well, oh well, we're lucky enough we got it that time.
[CUSTOMER][NEUTRAL] So, and then they also it up that's the that's the history of, of Doctor [PII], and I've been seeing him for over 15 years.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, that's, it sounds amazing that what he's got set up for you. Isn't that amazing how they can do that?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh yeah, he, he's, he's, he's set up behind the Maryir Cancer Hospital at in at the Lady of the Lake Hospital in Baton Rouge. He, he's in the back part of that place. It's in, in the same building.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Now, how far is [PII] from?
[CUSTOMER][NEUTRAL] So it's not just an office visit so it's.
[AGENT][NEUTRAL] Yeah, how far is [PII] from [PII]? Is, [PII] just out of [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII] is about 22 miles, 20 to 22 miles to the hospital.
[AGENT][POSITIVE] OK. I was just curious. I, I've, I've been to [PII] several times. We went over there to a festival and, and we do some, you know, run some of their runs over there. And it's, it's, we enjoy that area. It's a lot of fun. People are so much fun. People are happy.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Right, right, well.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] But I was checking on your claims. Now this is for data service [PII] that they're requesting that information. Now we did process two claims. Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah, for [PII], let me get that exact date. Yeah, that's [PII].
[CUSTOMER][NEUTRAL] Well, if that's the dermatologist, I sent in, I sent in the last paperwork that the insurance company sent me. I sent it in a in a separate form. It I had such money. It cost me over $20 to send that stuff to y'all what I got from from Anbus, but my dermatologist said, right, it was a book, it's a book.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] But now the dermatologist had, had done another place on my face. And this is not, this is not covering that because I mean this is not what I'm talking about.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I'm not, what, what, what, I hadn't received anything. It, it wasn't with two places on my face, uh, so anyway, uh, the, the dermatologist and, and it's, it's a separate sheet that I sent, and, and it's, it's a small, I may have both, both things the same day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEGATIVE] But now it, it's, I, I had the insurance that they, they pay you and I don't understand all that what's going on here with all this checking with the insurance company because that's not what it's supposed to been done but start with, but anyway, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so what I'm gonna do for that date of service of [PII], I'm going to, if it's OK with you, transfer you to the cancer department and let them look at that for you. Now, just to let you know, Mr. [PII], we sent two checks to you on the [PII], would have been the [PII].
[AGENT][NEUTRAL] So you have a check for $3,516 coming to you and a check for $342.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And those are for multiple dates of service like from [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Well, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, so
[CUSTOMER][NEGATIVE] See what I was explaining to you about the about the mail they didn't for 3 days there they didn't even do anything. So, uh, the president, president give everybody with federal government, they gave him, uh, give them off. So anyway it we had uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Well, we've got, um, down in the south when it snows or thinks it's gonna snow, we shut down, don't we?
[CUSTOMER][NEGATIVE] Oh, I tell you what, it shut it down.
[CUSTOMER][NEUTRAL] That we had, we had, uh, Chalmet down in [PII]. That's right out of [PII]. They had 1.5 inches of snow.
[AGENT][POSITIVE] Uh, isn't that amazing? I know I used to live in [PII], so I just can't believe it.
[CUSTOMER][NEUTRAL] And that's unheard of
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, you knew where she met then you she mess right out. So, so, uh, but anyway, the, uh.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] We, we, and [PII] here, it, it snowed, uh, it started about [PII] and it snowed all day, all day, uh, Tuesday till about, uh, [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Well, I know it's pretty for a minute.
[CUSTOMER][NEUTRAL] And it was a lot of snow here in about about 7 inches of snow in right in my front yard.
[AGENT][NEGATIVE] See, I'm in [PII], and we kept thinking we were gonna get it and it went all around us. And I, all I, all I wanted was if it's gonna be this cold and this miserable, can we have a little something pretty to look at? But we didn't get anything pretty, just cold.
[CUSTOMER][NEUTRAL] So, uh, it
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I tell you what, I don't, I don't know, I was, I was in the service in this, I was in the service at Fort Knox and and had, they had, uh, 3 or 4 ft of snow, so I was in the snow, so, um, for a while, so, uh, it was, uh, I, I got enough of that when I was, uh, when I was in the service, so I don't know. I, I watched these, I watched all these kids out in front of the house a lot of, a lot of them around here.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] I bet you were.
[CUSTOMER][MIXED] And they all were having fun and my wife and I enjoyed watching them have fun, you know, but I, I didn't get out. I didn't get out until late, uh Wednes.
[AGENT][POSITIVE] I know they work.
[AGENT][NEUTRAL] I was gonna say that would be me.
[CUSTOMER][NEUTRAL] Let them out uh uh I see it was, uh, late in the afternoon, Wednesday afternoon when I got out, I, I had to go get something to eat, so, but, uh, by that time it was, it was up in the 50s here one day and, and it, but it was a lot of snow still but all the roads were clear, so but uh anyway.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Clearing out.
[AGENT][NEGATIVE] And those roads scare me when it gets like that. I don't know how to drive and I'm not even going to pretend to know how to drive.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Well, most, most people does it, does it different. They can learn out there and try to, try to figure out how to drive and that's where they had some bad wrecks. They had a bad wreck over that, uh.
[AGENT][NEUTRAL] Uh, I don't want to
[CUSTOMER][NEUTRAL] Uh, [PII], I think it was, it's flashed that on the on TV. They had a bad written out, yeah, yeah, right.
[AGENT][NEUTRAL] I saw that all the cars. Oh.
[AGENT][NEUTRAL] Yeah, I don't, I don't want to hurt myself, my car, nor anyone else, so I just stay inside.
[CUSTOMER][NEUTRAL] No, yeah, you're right, but I didn't know anything about the checks though because like I say, the mail been, but I, I got this one Saturday morning. I don't know when they they must have mailed this, uh, well, let's let's see here, uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Check date. Oh, I see it that they did on the [PII]. Well, it's a separate sheet that's in me.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I just got 11 sheet that they said that wasn't wasn't covered, wasn't covered, wasn't covered whatever and uh it was started in uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Started in [PII].
[CUSTOMER][NEUTRAL] [PII] was the first one. No, I'm sorry, it went all the way and, and it was a night in [PII] and it went all the way back there. So apparently they got some other stuff coming, so maybe I maybe I just jumped the gun calling y'all calling you today so.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Right, thank you.
[AGENT][NEUTRAL] Well, no, it's, it's good that you did. Now for that data service of [PII], I do see that they're requesting additional information, but it looks like the other ones have been paid, but I can transfer you to our, um, and they're just needing the primary explanation of benefits and I can transfer you to our claims department so they can explain that if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, why don't we just wait and see what I got coming? I, I, I didn't know they had some stuff coming, so, uh, but anyway.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, understood. Well, I'm glad you called.
[CUSTOMER][NEUTRAL] Alrighty, well, how, how, how many, how many years you've been been going from [PII]?
[AGENT][NEUTRAL] Oh my goodness, about 20. My, my yeah, my husband was in the New Orleans Theological Baptist Seminary.
[CUSTOMER][NEUTRAL] 20 years.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh yeah, OK, good.
[AGENT][POSITIVE] So we were down there for a couple of years, loved it.
[CUSTOMER][NEUTRAL] Yeah, yeah, well.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] We, we're Catholics and we're, we're uh dedicated Catholics, and in fact, I'm a, I was a Baptist, and my wife was a Catholic.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And she was sick for 9 months one time and I spent a lot of time on my knees.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So anyway, I made a commitment to convert and we had 2, we had 2 kids at the time and we uh we we're already raised those as Catholics so but then uh.
[CUSTOMER][NEUTRAL] She got, I just made a pact with the Lord if uh if it uh.
[CUSTOMER][NEUTRAL] If she got better, well, I could get get her home.
[CUSTOMER][POSITIVE] And she got better and well.
[CUSTOMER][NEUTRAL] So I went ahead and, and I work shift work. I worked at a paper mill.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] When uh
[CUSTOMER][NEUTRAL] After after she got well and stuff I, I told my wife, and my wife was RCIA director at at the Catholic Church that people that want to come in and be Catholics.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But uh she uh that's, this was, this happened right before she started doing that. So the priest himself, Father [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He, uh, he, he understood my problem about going to the RCIA program.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I couldn't, I, I work shift work he said well I'll tell you what he said. I'll, I'll just, I'll just, uh, be a RCIA director for you.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So he and I met one on one.
[CUSTOMER][NEUTRAL] But what, but, but that time my wife was already active in the church and I became active in the church eharistic ministers that's to give out your holes in your blood and stuff. So anyway, we, uh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] We've been Catholics before and in fact, my wife's getting ready to uh
[CUSTOMER][NEUTRAL] I got a good friend of ours died the day before yesterday, and they're having his funeral today and we're having a little get together afterwards and she's, I had to go hunt strawberries and that ain't strawberry season, but anyway, I finally went to Sam's and got strawberries yesterday, so I'm, I was up at [PII] this morning cleaning strawberries and stuff for the, for the little party. So, uh, but anyway, that, that's the background my wife and I, so, uh, but, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] That's a beautiful story though. Yeah, that's a beautiful story.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] And I thank you so much. You're so nice today and uh I tried to be nice too, so we uh
[AGENT][POSITIVE] I like that
[AGENT][POSITIVE] Yeah, well, you know, we just gotta kinda listen and, and see how we can help each other, you know.
[CUSTOMER][NEUTRAL] Yeah, right, right.
[AGENT][POSITIVE] And it's such a pleasure to assist you and those checks should be getting there, you know, depending on the mail, should be getting there soon.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, you know. OK. Thank you. Well, I'll tell you what, the males, the mail is not very dependable anymore anyway.
[AGENT][NEUTRAL] So keep an eye out for it.
[AGENT][NEUTRAL] No, not much.
[CUSTOMER][POSITIVE] I buy insured, yeah, I insured that I insured that stuff I sent to y'all, so I don't know that, yeah, so, uh, but anyway, alright, well thank you so much, dear, and you have a good day.
[AGENT][POSITIVE] You were smart
[AGENT][POSITIVE] Well, thank you. You too, Mr. [PII]. It was such a pleasure to assist you and if you, if you need any further assistance, don't hesitate to give us a call. We're here for you.
[CUSTOMER][NEUTRAL] OK, well you.
[CUSTOMER][NEUTRAL] And what's your name again, baby?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], that's a pretty name.
[AGENT][POSITIVE] Yes. Well, thank you.
[CUSTOMER][POSITIVE] So, uh, anyway, well, you have a good day, baby.
[AGENT][POSITIVE] You too and thank you for calling APL.
[CUSTOMER][NEUTRAL] And I, I, I thought, and, and how, uh, I don't like to ask ladies how old they are because a lot of them don't know, know people to know, but how old are you?
[AGENT][POSITIVE] I don't mind, you know, every day is a blessing and a gift to me. I am [PII] old.
[CUSTOMER][NEUTRAL] [PII]. Well, my wife is [PII], so.
[AGENT][POSITIVE] I'm, I'm proud of that. I don't, I don't mind giving my age. I'm proud of every day I survive.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I, my, my wife tells everybody, and I joke with her all the time, but we've been married [PII], so.
[AGENT][NEUTRAL] You've been married my, my whole life.
[CUSTOMER][NEUTRAL] Oh yeah, she did, she's
[CUSTOMER][NEUTRAL] So anyway, she, uh, we went to the, went to the funeral home last night and uh she was telling everybody said, [PII] was, uh, [PII] was 88 2 weeks ago on the [PII].
[CUSTOMER][NEUTRAL] And I said, well baby, I said you ain't no baby. I said, all my girlfriends ain't you telling all them girlfriends about.
[AGENT][POSITIVE] Now see, y'all like to have fun, don't you? I love that.
[CUSTOMER][NEUTRAL] 00 yeah, we, we joke, we joke around a long time, but anyway.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] That makes life so much happier.
[CUSTOMER][POSITIVE] I, I, I couldn't do without her and she couldn't do without me, so that's, that's, we have, we have 3 kids, uh.
[CUSTOMER][NEUTRAL] My, my, my daughter, she's in between the two boys, she's [PII] old and she has dementia.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Hey, and it's getting worse. My oldest son, [PII] old, we were married [PII] when when he was born.
[AGENT][POSITIVE] Oh, bless your heart.
[AGENT][NEUTRAL] How about that?
[CUSTOMER][NEUTRAL] And the old people were looking at the calendars and, well, it's it's kind of close there, you know, [PII] crazy old people, but uh anyway, uh, my old, my oldest son.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, he's [PII] and my youngest son [PII].
[CUSTOMER][POSITIVE] So he had, we had a late child, but he's a, he's a blessing and he's, he's well, well off. He's a good, good fellow. We, we spent 2.5 years in [PII] before we came back to [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] 8 months ago this month, so, uh, so, yeah, but, uh, and.
[AGENT][NEUTRAL] 8 months ago.
[AGENT][POSITIVE] That sounds great.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] That's, but there's a big story behind that. He was in a wheelchair 5.5 years. He had a, he like diagnosed him when he was [PII] old and he, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Stayed in a wheelchair 5.5 years and lost all his muscle tone and moved to [PII] with his wife because she worked for Delta Airlines and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Got down there and this uh amino acid is what the uh ALS depletes the system of all your muscle tones and so this good man down in [PII] had, he's a, he's a chemist and he developed this stuff that they wanted my daughter my son to try.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it was in powdered form. He just took it morning and night, and he went through therapy and a year's time he was out that wheelchair.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Took his tra out his feed tube out, and for 5.5 years now he's been, he's had a motor home and run all over the world.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] And he's not, he's not, uh, good Lord looking after him. He's a miracle child.
[AGENT][NEUTRAL] That is such a.
[CUSTOMER][NEUTRAL] And um we're waiting on a miracle for my daughter who has been.
[AGENT][POSITIVE] Yeah. Well, I believe in miracles. I believe in miracles. I, I.
[CUSTOMER][POSITIVE] But we pray hard every day.
[CUSTOMER][POSITIVE] Oh Lord, you're right, you're right.
[AGENT][NEUTRAL] I do. And I.
[CUSTOMER][NEUTRAL] I'm I'm a miracle myself. I should've been, I should've been dead twice.
[AGENT][NEUTRAL] Twice.
[CUSTOMER][NEUTRAL] So, but I.
[CUSTOMER][NEUTRAL] He finished with me, I guess.
[AGENT][POSITIVE] There you go. Still got more to do, more people to bless.
[CUSTOMER][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what my, my, my oldest son said, uh, I don't know why he's keeping me alive, dad.
[CUSTOMER][NEUTRAL] Because the 3 to 5 years is the average length of ALS patient. That's the way he ain't finished with you, and he's not because he's, he's on Facebook, and he's uh he gets donations, and he takes, takes the money that he gets as a nonprofit, so he takes it and buys that some 22 quart jugs of that stuff that helped him.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if you need somebody with ALS, he his him and his wife sends that send that stuff to him, and if it helps them, they put their card, put the man's card in there so they can go ahead because they don't get a whole lot of stuff whole lot of funds, but he, they use all that money just like that.
[AGENT][NEUTRAL] Just a pet, what they call it, uh, pay it forward, pay it forward, that's what they say. That's the.
[CUSTOMER][NEUTRAL] So he's uh, yeah.
[CUSTOMER][POSITIVE] That's right, right.
[CUSTOMER][NEUTRAL] Hey, well, look, I'll let you go. I know you're busy, so, uh, I can talk all day long about all this stuff, but, uh, I'm.
[AGENT][POSITIVE] Well, I could, I could, I could listen and talk to you too all day long. We could, we could have a good old chat, couldn't we?
[CUSTOMER][POSITIVE] 00 yeah, you're right, you're right. Well, you, you have a wonderful day, babe, and I'll talk to you later. Thank you so much. All right, bye, bye-bye.
[AGENT][POSITIVE] You too. All right. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Oh.