AccountId: 011433970860
ContactId: cb306223-b822-47a0-8fff-82892ceac7f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1567989 ms
Total Talk Time (AGENT): 821672 ms
Total Talk Time (CUSTOMER): 748022 ms
Interruptions: 10
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/cb306223-b822-47a0-8fff-82892ceac7f9_20250212T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you, [PII]?
[CUSTOMER][NEUTRAL] Um, oh girl.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] It's been a day. I'm OK. I'm OK. So I have an insured on the line. Can I go ahead and give you the policy number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 229-4124
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so her policy is showing as lapsed, but it's a 31 term date, OK? They changed carriers, right, so she's been out on disability and the last claim that we processed for her paid her to her return to work date of [PII], OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The doctor that had her out was her surgeon.
[CUSTOMER][NEUTRAL] But she is now under the care of the oncologist and she has not been she's not returned to work.
[AGENT][NEUTRAL] OK, so they kept her out longer than the [PII]. She didn't actually return to work?
[CUSTOMER][POSITIVE] Mm, that is correct. Now,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The questions are OK first off obviously the new carrier is not.
[CUSTOMER][NEUTRAL] Taking will not let her file a claim, so I've told just explained to her she'll have to get to with our HR department about questions regarding you know how to handle beyond.
[CUSTOMER][NEUTRAL] The window of time with APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But her policy, according to what I see, [PII], shows that she has a max.
[CUSTOMER][NEUTRAL] Disability period of up to 3 months, it's 90 days.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She went out on disability according to what I see in November, towards the end of November.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Does her disability, my my question for me, does the disability period begin with the seven day elimination date or the
[CUSTOMER][NEUTRAL] Which would have been like I think [PII] is when she went out.
[CUSTOMER][NEUTRAL] From the [PII] is her elimination period and then we paid her.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, is that included in the 90 days?
[AGENT][NEUTRAL] Yes, that is included because that is when your disability began.
[CUSTOMER][NEUTRAL] OK, so then if she went out on the [PII], that would be to December to January until roughly say would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, roughly, mhm.
[CUSTOMER][NEUTRAL] Maybe give her a day so potentially she could have 10 more days of benefits payable to her 1010 to 12, is that correct?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So she's got.
[CUSTOMER][NEUTRAL] She has the claim form. The question is, does the doctor, her oncologist need to be the one to complete the claim?
[AGENT][NEUTRAL] Yes, so they will need to fill it out and essentially say that like why she is remaining out of work um filling out all those questions and everything and her employer will need to fill out their question confirming that she has not returned to work.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so in saying that, I was just going to, I have already basically, that's what I've told her. I just wanted you to confirm that the oncologist would be the one to complete the claim and to verify, right, and to verify that her, whether her employer would or would not need to complete.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, since that's who she's under the care of now, yeah.
[AGENT][NEUTRAL] Yes, so since we we paid to the return to work day we would need that filled out to confirm she actually did not return.
[CUSTOMER][NEUTRAL] Their section.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, so can I just join her in on the line with us because that's what I kinda of the well that is what I told her I was gonna do and I'm just gonna remain on the line so that I can hear you kind of validate what I've already told her. She's real nice she's real sweet too and she's fully verified everything is correct in the system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] This is just kind of an odd one since you know for me it was it was odd since the policy is ending.
[CUSTOMER][NEGATIVE] And I just didn't want to give her as usual. I don't ever want to give these people when they're going through all this stuff, anybody, but especially when they're dealing with stuff like this.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEGATIVE] Incorrect information. That's my biggest fear.
[AGENT][NEUTRAL] Yeah, well, at the very least we would pay through to the pay to date.
[CUSTOMER][NEUTRAL] Right. And so that would roughly be about 10 more days if it's a 3 month period, right?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so, well, even if she had more than that, um, we would pay through to her pay to so her pay to date on the policy is 31, so we would at least pay through to 3/1 if she had more than 90 days still available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, but she's been out since November. Well, that's what I mean, so, but for her, since she's now on November.
[AGENT][NEUTRAL] Yeah, that's what I'm saying though like if she had if it with her having 90 days if she had 6 months we would at least you know we're not going to, yeah, we're we're not gonna short them especially if we get information verifying she never actually went back to work.
[CUSTOMER][NEUTRAL] Right. Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Pay the 31.
[CUSTOMER][POSITIVE] OK, alright, so let me join her and then um thank you so much for helping with this one. I appreciate it. OK, alright, so just a moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, no problem at all.
[CUSTOMER][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm here. Hi, this is [PII], and I also have one of our examiners [PII] on the line. [PII], can you hear us?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] OK, so Miss [PII], I gave [PII] an overview of our conversation, and she's going to just verify some of the things that I've already explained to you, so she knows that you have already had your information verified. So [PII], if you want to go ahead, um, that'll be fine.
[AGENT][NEUTRAL] OK, um, Ms. [PII]ey, I did want to confirm that we have, um, your disability beginning [PII], um, which is where your elimination period began, which is just a one week elimination period, um, which I'm sure you understand is just a period of time where you are disabled, you just don't get paid for that time frame.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, your disability is, um, has a limit of 90 days for injury or sickness, and with this being a sickness, um, of course it qualified, um, so we will pay up to 90 days from the incurred date of disability. So what we would do is to, um, [PII] that you have not returned to work, um, so what we would need is we would need your portion.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Of the claim form.
[AGENT][NEUTRAL] Your provider that is now that you're now under the care of because I understand that you've been released from one provider but now you're under the care of a new provider so we would just need them to fill that out um verifying that essentially your disability is continuing because of this sickness and your employer would need to fill out their portion to confirm with us that you did not return to work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And then we would pay any remaining days of that 90 that are that are still available.
[CUSTOMER][NEUTRAL] So can you guys send that electronically to my, to [PII] through my HR department like you did before and then she sent it to me so they filled out their portion then I filled out my portion and then I took it to the doctor. Can we do it that way?
[AGENT][NEUTRAL] Um, I'm sure if it was done before I will reach out to whomever handled um getting that information over before and just kind of confirm that um all of that was handled, you know, without needing anything specifically and if so absolutely we'll get that sent over and then yeah.
[CUSTOMER][NEUTRAL] Yeah, like her, my HR person, [PII] is her name. And I guess she filled, it was like this whole top portion was filled out, pre-filled, and then I filled out my portion, I printed it out and then I took it to the, to the doctor. So if we can, that seems to be the easiest way to do it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I will, um,
[CUSTOMER][NEUTRAL] It's, you know, if that's, if that's possible.
[AGENT][NEUTRAL] Sure, like I said, let me um let me verify with whomever sent it previously that I don't need anything else specifically and as long as all I need to do is send the form.
[AGENT][NEUTRAL] I will make sure that um that I get that sent over. I will verify the email and everything that it was previously sent to since that was successful and I will get that sent over if for whatever reason I do need something that we don't have um then I will make sure to give you a call back but if you didn't have to provide anything before I don't see that being an issue. I just need to make sure on my end that I don't need to do anything extra.
[CUSTOMER][NEUTRAL] OK, so, um, just a question, so if I, once I'm paid out my full amount, the last portion, does that make me like unemployed?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Considered unemployed?
[AGENT][NEUTRAL] So under the disability for us, it would not mean that you're unemployed as far as we're concerned. Um, it just means that you have exhausted your benefits for this particular disability. Um, so, as far as, as I understand it, [PII] states that you're now up under a different um carrier for your disability insurance.
[CUSTOMER][NEGATIVE] Now, the thing is, is they won't let me do anything until I go back to work with them.
[CUSTOMER][NEUTRAL] So until I am released to go back to work.
[CUSTOMER][NEGATIVE] Um, uh, basically, until I'm back to work, I can't even file a claim with them, they said. Is that because, like, I haven't paid into the policy through my check?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Possibly, but what I would review with either HR because I don't know how your policy reads or anything like that um I can't speak to their policy language I would review with your HR benefits coordinator um if they have a takeover like information because if it's a takeover specifically for APL and this is just how we work so again I can't speak to them.
[AGENT][NEUTRAL] If it's a takeover policy where essentially there is no lapse in policy, it's just that it's moved to a different carrier, then a lot of things like preexisting or something like that are waived because you did not have a lapse in coverage and begin new coverage with us we just took over the coverage from a different company so um.
[AGENT][NEUTRAL] I would discuss that with them because if they do have takeover verbiage in their policy where some of that information and stuff is waived then I would assume that any preexisting or anything like that would not apply but again I don't know how their language is so I would discuss that with my benefits coordinator on um how that policy is set up is it set up as a takeover or is it set up as if you.
[AGENT][NEGATIVE] Lost coverage even temporarily, even if it was just for a day.
[CUSTOMER][NEUTRAL] All right. I'm
[CUSTOMER][NEUTRAL] I'm writing it down, what you're saying, cause I'm
[AGENT][NEUTRAL] Yeah, I definitely would discuss that.
[CUSTOMER][NEUTRAL] Alright, is new.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Set up as a takeover.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I take over.
[CUSTOMER][POSITIVE] Which means no lapse in coverage.
[AGENT][NEUTRAL] Correct, it it there is essentially no lapse in coverage because all they did was bring you now your effective date will be with them obviously will not reflect the same thing as it does with us. However, because it is noted as a takeover, then again per APL policy language, a lot of information such as is this a pre-existing condition? have you been treated for it before all of that.
[AGENT][NEUTRAL] We will waive a lot of that in a lot of those I guess you could say exclusions um that would eliminate you from being able to receive payment because we took over for a different company so you've been paid here and you're continuing your disability but we've taken over your policy.
[AGENT][NEUTRAL] So it's gonna depend on how that is within your policy with the new company. I don't know how they're set up. I don't know if they've done it as a takeover or as a brand new brand new policy with no takeover um and that may be why they're stating um that.
[AGENT][NEUTRAL] You would have to return to work because it may not be listed as a takeover which means they may be considering this an existing or a preexisting disability for which they are not going to be liable to pay per your policy language so that's why you gotta figure out which one like how was it set up, how did that occur? and your benefits coordinator should know that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah. I'm, I'm hoping it's a takeover because that, that obviously would be more beneficial for you with, with your, um, oncologist not releasing you to return just yet. Um, but,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I was like, what does a person do? He said, he already said, I'm not going to be released back to work. He's like, I'm telling you right now, you're not healthy enough to go back to work. He's like, so what, you're gonna go back to work for two weeks to have a payment made, and then we put a new diagnosis and all that technicality, you get sicker cause you get exposed to something. That's exactly what my doctor said. I'm like,
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Great question
[AGENT][NEGATIVE] Mm, yeah, it's like it's not worth the risk, basically.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, that's why I said if, if.
[AGENT][POSITIVE] But also on your, to your point, you know, like it, it would be beneficial for you to continue to receive at least something.
[CUSTOMER][NEUTRAL] Right, and that's why I said like, I was reading online, if you run out of benefit money through short term disability.
[CUSTOMER][NEUTRAL] You know, it's technically that you're unemployed, so that like, do you apply for unemployment until you go back to work, cause I have like an end date when all of my treatment stops. So,
[AGENT][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] You know, but in the meantime, that's not for like 8 weeks.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, yeah, so you've still got, I mean at least 2 months there where you're not going to have any source of income. Um, I would, that's something else just from truthfully from personal experience, um, different situation, but.
[AGENT][NEUTRAL] Um, as far as why I was out, however, similar issue I would discuss that with, um, with my HR rep that is something else that I would discuss because they.
[AGENT][NEUTRAL] In your state it's going to depend on what unemployment looks like obviously you're not being paid, you're not receiving um compensation through time off or.
[AGENT][NEUTRAL] You know, possibly disability or anything of that nature. However, are they still paying your premiums through for your health insurance? Are they still doing that? Because if they are, you may not be deemed unemployed, which would not qualify you possibly depending on your state for unemployment.
[AGENT][POSITIVE] That is something that your HR rep will know as well um they should be able, in my opinion just with my limited knowledge of HR um they should be able to assist you in figuring out next steps. Um, obviously no one wants to lose their job, um, I don't know how that would look for them if they're willing to keep you on for 8 weeks until you finish then you know, absolutely do that.
[AGENT][POSITIVE] Um, but then the income situation and they, they should be able, I, I just firmly believe that they should be able to assist you with that. They should let you know what is going to deem you unemployed, um, but if they're still paying your premiums and everything, a lot, a lot of places to my understanding, um.
[CUSTOMER][NEUTRAL] So this probably needs to be discussed with my direct my direct regional manager.
[AGENT][NEUTRAL] Possibly, yes.
[CUSTOMER][NEUTRAL] Because he doesn't want me in any way, shape, or form, you know, like, to become unemployed, like, he wants me back at 100% when I can come back, um.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Oh, that's so sweet.
[CUSTOMER][NEUTRAL] Yeah, I, I just talked to him an hour ago. Um, so he, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I feel like somehow you guys have to talk to.
[CUSTOMER][NEUTRAL] I, I don't feel like
[CUSTOMER][NEUTRAL] [PII], the representative that I've been dealing with, with my HR she doesn't
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] seem to know all the verbiage. So I don't know if it has to go above her or I'm not asking the right questions or telling her the right things. Cause when I ask her, she says, I'm not familiar completely with
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy with APL blah blah. So maybe if you, I don't know, it's like she doesn't know enough. Is there someone above her that needs to be spoken to in this situa I feel like I'm like in this gray area.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah, no, I completely understand. OK, so as far as APL is concerned, once your policy got transferred to the new company that will end your benefits with us. However, for the time being from the date that we paid to until that termination date or lapse date whatever you wanna call it, um, we will still consider benefits so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] I would ask either [PII] or your regional manager if they know if your new policy is considered a takeover from APL to them or not. If you need to, I'm willing to speak with them directly either one or both.
[AGENT][NEUTRAL] And help them to understand what it is that they're looking for in that policy um that should have been discussed before moving your.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That's before movie.
[AGENT][NEUTRAL] Your account, um, my, I would assume that it was I just don't know which one of those individuals have that information for you.
[CUSTOMER][NEUTRAL] Right, right, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I don't think.
[CUSTOMER][NEUTRAL] that is symmetric, um, yeah, they're focusing their questions seems like solely with symetra who just keeps denying everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And she said, uh, claim, since your claim with APL ran out, I'm not privy to exact stipulations Semetra will be using to evaluate whether or not you'll be able to approve a new claim or not. Yeah, like, I, everything's like focusing on, and Symetra is just rude to me. They're just like,
[AGENT][NEGATIVE] Oh wow. I hate that.
[CUSTOMER][NEUTRAL] You just would have to go back to work and file a new claim and go out again. And I'm like,
[CUSTOMER][NEGATIVE] That doesn't make any sense in my situation.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] No, because either way, depending on their language, either way it could still be considered preexisting either way. So that's, that's why they've got to get down to the bottom of whether it's a takeover or not.
[CUSTOMER][NEUTRAL] Do you wonder, I'm like,
[CUSTOMER][NEUTRAL] And and I, I.
[CUSTOMER][POSITIVE] Essence [PII] is this is the per the only person that I deal with.
[CUSTOMER][NEUTRAL] At it with my HR.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I don't know.
[CUSTOMER][NEGATIVE] I don't even have a phone number for her. All I have is an email.
[CUSTOMER][NEUTRAL] So should I just
[CUSTOMER][NEUTRAL] Send her that question or.
[CUSTOMER][NEUTRAL] Should, can I give her your information?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So uh provide her with APL's phone number and tell her to ask for [PII] in the claims department and I will be happy to discuss anything I need to with her.
[AGENT][NEUTRAL] Um, and hopefully try and get if she needs to pull you on the line to get approval, um, or anything on her end to speak with me or to speak with you, you know, whatever we have to do to get to the bottom of kind of how to move forward for you.
[AGENT][POSITIVE] Um, I'll do what I can again I don't work for that company, so I don't know what their policy language says, but maybe in explaining how APL works will assist her in asking the right questions to the new company and I'm happy to do whatever I can.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][POSITIVE] OK, I appreciate it um I'm trying to type, um, you know, um.
[AGENT][POSITIVE] No problem at all.
[CUSTOMER][NEUTRAL] As we're, as we're talking, so I'm asking the right questions.
[AGENT][NEUTRAL] Right. Yeah, of course.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][POSITIVE] I know you should not have to deal with that. I'm so sorry.
[CUSTOMER][NEUTRAL] My whole life has been like,
[CUSTOMER][POSITIVE] I have worked for this company for 8 years and like never had to use any kind of.
[CUSTOMER][NEGATIVE] You know, anything. And like, I laparoscopically got my gallbladder out and found out that I had cancer in it. And
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] It just has turned my life upside down.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEGATIVE] It, it's just sucks. It's, you know,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I don't even, I, my, like even my manager, like I remember the day that I told him, and we were just like.
[CUSTOMER][NEGATIVE] You know, cause you just never, you never know what the hell, you know, I'm expecting to go back to work in like a week. And it was like, uh, that I had to have this massive operation, like a 5-hour operation, and resect my liver and all this crap. Yeah. So, it's not, it's just, when someone hung up on me from Semetra last week, I was just completely defeated.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] I was like, I'm trying to get some help. Like, just, I'm not trying to, like, make you pay me out millions of dollars. I'm not, that's not what I want. So, anyway, I appreciate your help. Um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh right
[AGENT][POSITIVE] Well, of course, and I again, I will do whatever I can to assist Essence and understanding um maybe the questions to ask that other company um.
[AGENT][NEUTRAL] And you know, not to toot our horn, but maybe this would be a good opportunity for us to understand customer service for one company even if it wasn't APL versus the customer service for another because you absolutely should be getting the assistance from them to handle this um and get that information without having to contact your previous company.
[CUSTOMER][NEUTRAL] Right, it doesn't seem like anybody knows.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It doesn't seem like anybody knows what to do. And the only person asking questions is me, and then uh daily I'm asking questions and
[CUSTOMER][NEGATIVE] It doesn't seem like anybody has the answers, and it's all about dealing with the new company, and the new company just keeps telling me to deal with you guys.
[CUSTOMER][NEGATIVE] And I'm just like, stuck in the middle, like, cause I don't know all the verbiage and the, I don't know what to look for and what questions to ask, and I'm just like, oh my God.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well I'll tell you what, let's let's start with sending Essence an email and what whatever it is that you know she can do from the questions and what we've discussed and I will work on getting her the claim forms to get you the remaining amount that we owe you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll go from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, tell me your name again.
[AGENT][NEUTRAL] You got this. My name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much. All right, [PII] Yes, I'm starting the email.
[AGENT][POSITIVE] Of course, anything I can do. Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. Have a great day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye.