AccountId: 011433970860
ContactId: ce54646d-eed8-4cc7-9422-2c0e791de266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1537619 ms
Total Talk Time (AGENT): 671828 ms
Total Talk Time (CUSTOMER): 784893 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ce54646d-eed8-4cc7-9422-2c0e791de266_20250203T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, so, I'm good, honey. How are you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm good. I'm here.
[AGENT][POSITIVE] Yeah. Amen. Amen.
[CUSTOMER][POSITIVE] Yay. Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What you got there?
[CUSTOMER][NEUTRAL] Um, I have a member on the line that she's been calling for the past week trying to see if we received a check that she sent in for her premium. I don't think we have, but I'm going by the note.
[CUSTOMER][NEUTRAL] Uh, and it looks like she spoke to [PII] on the [PII], which it was like last week, and we have not received the check just yet, um, but, um, she's coming back.
[AGENT][NEUTRAL] Bless her. OK. What's that number, dear?
[CUSTOMER][NEUTRAL] It's 643-734.
[AGENT][NEGATIVE] It takes any time anything is mailed, it seems like it just takes forever.
[CUSTOMER][NEUTRAL] Forever, yup.
[AGENT][NEUTRAL] I mean, I'm serious. I almost, you know, sometimes I tell people I could take 2 or 3 weeks for see stuff, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and it's, and I got, yeah, [PII] uh good win now it says here that that we added a bank information, but I don't see a draft information unless I'm looking at it wrong. I see a direct deposit.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh no, so she asking if her check's been received or if
[CUSTOMER][NEUTRAL] Unless I'm looking at it wrong.
[AGENT][NEUTRAL] I don't know I'll, I'll find that a second, um.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I'm not sure, but that's kind of confusing to me because I don't know if they just took the check and just put the information. I have no idea what happened, but.
[CUSTOMER][NEUTRAL] The thing is that they added, yeah, they added the banking information on the first, um, which it looks like it was added as a direct deposit, not, um, not a draft but a direct deposit. So I'm not sure if that's gonna be the same check or not.
[AGENT][NEUTRAL] I, I know you don't, honey.
[AGENT][NEUTRAL] I don't know why she, she's not even on, she's on like bank frequency like she's still with the, the group.
[CUSTOMER][NEUTRAL] Number one, with the group, yeah, it doesn't look like she has for the policy just yet. Um, she's supposed to get the porting information. She said she has not received that either. So I guess she's in the middle of everything and she's making sure that the policy has not lapsed, so yeah.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Accessing us to from our ordered MOP letter. So [PII] ordered the letter back.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Mhm. And she said she has not received them.
[AGENT][NEUTRAL] Um, it costs.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] But she went ahead and send the payment anyways, so yeah, I'm not sure how is that gonna be handled.
[AGENT][POSITIVE] OK, I, I, I'll just be, uh, I would just be it at me at that time to put her through, I'm sorry to keep you on those. Go ahead and put her through there.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And that's fine.
[CUSTOMER][NEUTRAL] I understand. I just wait for you to have all the information.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I, I don't know what I have and I don't have. I'll be honest with you, but, oh my Lord, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good. Uh, I did verify and the callback number is the same on the system, OK? So let me go ahead. OK, thank you. You're welcome. Have a good week. One moment, let me go ahead. Thank you.
[AGENT][POSITIVE] All right, wonderful. Thank you, dear.
[AGENT][NEUTRAL] Well, you too.
[CUSTOMER][POSITIVE] Thank you for holding and being. Good one. I got Ms. [PII] in the customer service department, and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] You said what?
[CUSTOMER][POSITIVE] I got Miss [PII] in the customer service department. She's in the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good day, Mr. [PII]. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Good morning, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] I'm good. I'm just trying to keep my dental insurance. Did y'all ever get that check?
[AGENT][NEUTRAL] No ma'am, we're not uh showing that we've received a check from you just yet. When was it mailed out to [PII] Miss [PII]?
[CUSTOMER][NEUTRAL] It was on [PII], I'm sorry, [PII]. Now we had a snow here in [PII], so we would go from my district even to [PII] or to [PII] and on the [PII], the interstates were snowed in for almost a week.
[CUSTOMER][NEUTRAL] But it should have been to y'all by now.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is there some way I can pay this over the phone, um, through the computer I'm at your APL site. I've got the, the check's gonna get to you regardless, but I signed a paper with all my bank information I put that on the APL side now.
[AGENT][NEUTRAL] OK, so, uh, alright, so you added your bank information. It looks like it was added for uh for like for like claims payments.
[CUSTOMER][NEUTRAL] OK, how do I do it?
[AGENT][NEUTRAL] Instead of like draft.
[CUSTOMER][NEUTRAL] How do I do that for the bank draft because I mailed that paper back to y'all with the check and since y'all haven't got it, I don't want to lose my dental insurance.
[AGENT][NEUTRAL] OK, see we've not even rec you're not, we've not even received any information from the company yet from your employer that you're no longer with them because you're still showing like your, your money's coming from the group, your payments are coming from the group if if they.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And when was the last payment?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] When, when did they pay y'all last because it's.
[CUSTOMER][NEGATIVE] I, I don't understand that because they told me to contact y'all when I retired. That was [PII] and I have been talking to y'all ever since then.
[CUSTOMER][NEUTRAL] And then on January is when they tell me uh well when I mailed the letter off because I got the paper in from y'all to do the bank things so y'all could get the um money through the bank.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And y'all tell me I owe 106 and so I wrote a check for 106 and sent it with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see that December's premium was received from the group on [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's what it appears to look like in the billing screen to me that it was received from the group on [PII], so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It, it does, I will tell you when something smell to us, it takes a while. And when you're adding snow and everything else on top of that that we in the South are not used to, it really complicates things as well. Um, I'm not sure exactly where you live there in, um, [PII], but yes, my son had to work in it down there in [PII] area and my, you know, so I do know how bad it was.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In the middle of it.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm saying.
[AGENT][NEGATIVE] Um, so that's probably slowed things down as well.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I will tell you since it was just and I say it just, just mailed on the [PII].
[AGENT][NEUTRAL] I would probably even go as far to say as it could be another week before we see it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] OK sweetie, but I don't want my policy to lapse. That's what I'm concerned about the most of anything. I won't, you know, if I have to pay it right now over the phone again, I will. I mean, whatever I've got to do.
[AGENT][NEUTRAL] Right, it
[AGENT][NEUTRAL] And our billing department would take payment by phone had we been notified by the group that you are no longer with them, but that has not happened yet. Have you received the portability information?
[CUSTOMER][NEUTRAL] Um, what I've got, no, you're talking about from the school board?
[AGENT][NEUTRAL] No, from, uh, from APL any information from APL to continue with your policy.
[CUSTOMER][NEGATIVE] I've received the uh bank transfer paper yes, to where you put your where you put your thing on there that you want uh the payment to come out of your thing and it asked and it said if they they do it uh 3 months, 6 months and a year and that don't offer a monthly premium no more. That's what I mailed back in to y'all.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, so that's what we've not received and if you had a way to fax that or email that to us, that would, that, that, that would speed things up a lot, um.
[CUSTOMER][NEUTRAL] With the chest.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] E
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] Uh, do you, do you still have a copy of the paper that you received from APL that you completed?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, I do not
[CUSTOMER][NEUTRAL] No, I sent that one in there, but hold on, they may have sent me another one out because I told them they sent me a duplicate.
[CUSTOMER][NEUTRAL] Yeah, and I'll go down it.
[CUSTOMER][POSITIVE] Wait, no, that's this one. This is, this is good one policy and we received your request to continue the above polish your coverage may be continued direct bill or any bill or by convenient bank draft.
[CUSTOMER][NEUTRAL] And this paper that was on back of it is what I mailed them, but they sent me another one. Let me see if I can find that other one if I held on here.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] I can hold on.
[CUSTOMER][NEGATIVE] Mhm mhm. I'm losing my mind today.
[AGENT][NEUTRAL] No, ma'am, it is just Monday. That's all it is. It is just Monday.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] It sounds.
[AGENT][NEUTRAL] Or as Monday number [PII] is I call the workday. Monday number [PII].
[CUSTOMER][NEUTRAL] Yeah, I just I just actually came from that school board and I made them give me a copy of my um.
[CUSTOMER][NEUTRAL] Check stuff so I wouldn't have no problems with that because I'm part of my social security and I have to have that thing to where it shows that too.
[CUSTOMER][NEUTRAL] OK, security.
[CUSTOMER][NEUTRAL] I know they have another paper somewhere. What can I do with it.
[CUSTOMER][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] I had it they were talking that.
[CUSTOMER][NEGATIVE] I don't see it. I thought they sent me another one to do. I'm not showing it.
[AGENT][NEUTRAL] OK, um, if you can go into the online service center and this is not going to change anything, but it will have your information in there and ready to go if I could tell you where to enter the correct information because you have it as though we would be making payments to you.
[CUSTOMER][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] You know, from your dental claims instead of you making payments.
[CUSTOMER][NEUTRAL] I'm at the ATL.
[CUSTOMER][NEUTRAL] I'm at the APL site now and it says uh contact us claim forms and help. Welcome Glyn my account and log out is at the top.
[CUSTOMER][NEUTRAL] Notification says policy contact info notification preference payment preferences.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What am I looking for on that site?
[AGENT][NEUTRAL] You're looking for where it says transit number and account number.
[CUSTOMER][NEUTRAL] OK, hold on, I see what.
[CUSTOMER][NEUTRAL] OK, I see. Select dental policy number, effective state cover expenses, relationship status claims process in the last 24 months with a 0. I don't see that.
[AGENT][NEUTRAL] OK, it mean, it, it, I do believe that's something fairly new they've added recently, so I'm not exactly sure where it is in there. Um, do you see where you added your information for the claim ACH account?
[CUSTOMER][NEUTRAL] OK, and that's gonna be on the payment preferences, OK, and it says policy. OK, I set up payment preferences. That's what I said. Don't wait for a check, get your benefit payment. That's with direct deposit is what it says routing.
[AGENT][NEUTRAL] It could be, yes ma'am.
[AGENT][NEUTRAL] Right, you set up that one for the direct deposit, so, um, is there another place to set up for payments as far as far as you making payments to APL, not APL to you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They're not
[CUSTOMER][NEUTRAL] Uh, hold on, I'm policy contact info.
[CUSTOMER][NEUTRAL] I'm not seeing that policy contact notification preferences.
[CUSTOMER][NEUTRAL] Payment preferences. I don't wanna log out help. Let me see, put it under help, don't know if that's gonna help.
[CUSTOMER][NEUTRAL] Using your dashboards, my coverage policy documents effective date coverage dependent status of coverage.
[CUSTOMER][NEUTRAL] Filing a claim online, um, uploading claim documents, track claim status, file wellness claims. I'm, I'm in the help looking to see if it'll tell me and it's not.
[AGENT][POSITIVE] Oh goodness. Oh.
[CUSTOMER][NEUTRAL] Let me see, um, my phone.
[AGENT][NEUTRAL] Let's see if I can ask a co-worker she.
[CUSTOMER][NEUTRAL] Yeah, because it's gotta be if you're the APA outside of I know that I'm at the right site.
[CUSTOMER][NEUTRAL] Other, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Customer service claims, employee l, medical, dental providers, and others that'll help.
[CUSTOMER][NEUTRAL] That'd be a way. They had sent, maybe they don't do it online. You would think they would.
[AGENT][NEUTRAL] They may not at the moment, it may be just set up for claims so that you can.
[CUSTOMER][NEUTRAL] Yeah, I think that may be why they sent me that paper.
[AGENT][NEUTRAL] Uh, so that paper, once we receive it and we're notified by the group, then it can be set up for bank draft, um, I, I'm not, I'm sorry, not bank draft but for billing because I think you said you were gonna be mailing in checks and paying quarterly or semiannually or annually, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I, I want it to be set up for every 3 months.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Once we receive that, that information will get set up for you.
[AGENT][NEUTRAL] Um, it's just that, um.
[AGENT][NEUTRAL] OK, so once we receive that information, Miss. [PII], then we can get it set up into your account like I said, it could possibly be another week before we even receive it.
[CUSTOMER][NEUTRAL] Uh-huh, but that my policy for that.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] No, ma'am, uh, because there is a grace period and they do allow a little time for everything to come through. You should be fine, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because we're not, you're finding is that we have not even notified by the group and once the group notifies the then the clock kind of starts ticking, I guess you could say, unless it lapses.
[CUSTOMER][NEUTRAL] Yeah, I told them today. I told them today while I was down there that y'all hadn't been notified yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, right, and it's since you're on, uh, you know, the group's bill, it's we can't just take it upon ourselves to just make the changes. Now once you're set up everything, you know, we've been notified and and all the changes been made and, and you're just the owner of the policy and I guess you could say at that point you can call and make changes and do things like with your payment stuff.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Right, but my worry is is if they don't notify you and they don't make the appointment, what's gonna happen to my policy?
[AGENT][NEUTRAL] Well, your payment should be received by that time and that we'll and you did send in the the paperwork back with it correct to continue with the policy? OK, so then at that time it will be set up, yes, it would be set up and you would be fine.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, I have.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I actually put 2 stamps on that envelope goes forever stamp.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] When in the post, uh, it was a Saturday. I went inside the post office. They were still open and I put it in the out of town box.
[CUSTOMER][NEUTRAL] So I know I did all that. So that's why I'm sitting here. I know they got things down there to um post office and slow down, but Jesus, they can get a little bit quicker.
[CUSTOMER][NEUTRAL] I'm looking through some papers right here.
[CUSTOMER][POSITIVE] Real quick with matching it.
[CUSTOMER][NEGATIVE] I could have been there but y'all had sent me another pen out my account the teller that I just sent that in to you.
[CUSTOMER][NEUTRAL] And they told me it had to go through Oklahoma.
[AGENT][NEUTRAL] Right, it will go through to Oklahoma and, and then they will submit the information, you know, through our system for it to be handled at that point.
[CUSTOMER][NEUTRAL] Right, so you can see how I've been trying to stay on top of it. I won't even take a break and go on.
[AGENT][NEUTRAL] Oh, I do see your notes. Yes, ma'am. I see notes where you've called and spoken with different customer service reps.
[CUSTOMER][NEUTRAL] OK, can you make a note that do not put in my account for my insurance. They need to contact me and just go ahead and send me another form out because if they don't get that and I can pay over the phone and fill that form out and get it back into y'all again whatever we have to do, I will do.
[AGENT][NEUTRAL] All right, I will ask them to do that and um.
[AGENT][NEUTRAL] Let's see, your email address is it still [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[AGENT][NEUTRAL] OK, would you like me to have it emailed to you that would be much faster?
[CUSTOMER][POSITIVE] Yes ma'am, that would work too.
[AGENT][NEUTRAL] And then you could just email us back a copy of that and we would have.
[CUSTOMER][NEUTRAL] Oh, I, I don't have to mail it. I can just email it.
[AGENT][NEGATIVE] Ma, I'm sorry, I'm losing you.
[CUSTOMER][NEUTRAL] I'm sorry, I'm because I'm digging through papers again as usual, um, I can just email it back to you. I don't have to put it in the mail.
[AGENT][NEUTRAL] No ma'am, you can email it back to us then you'll get a confirmation email that allows you know that that that way you'll know that you did it it was received rather.
[CUSTOMER][NEUTRAL] OK, and after that then if to make the payment I can make it over the phone to somebody?
[AGENT][NEUTRAL] Once we've been notified by the group, yes ma'am, and your payment, let's just say your payment mode has changed from being on the group's payroll to an individual, as in you making the payments, then you'll be able to call in and make payments by phone, uh, mail your payments in, you know.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I don't know what's going on up with that school board, but me and them and go and fight. I'm just with y'all, which is my thing is $53 and something a month from a policy account. I have a life insurance policy that I'm able to keep. It's only $13 a month through Boston Mutual. They haven't even notified them yet. I'm doing the same thing with them.
[AGENT][NEUTRAL] OK, well, what, uh, let me give you this email, Ms. [PII], because that same email can be used by the group to notify us that, that you that you will no longer be with them and uh effective, you know, they can give us the effective date as of such and such date.
[CUSTOMER][NEUTRAL] OK, let me, I'm gonna log out of this site.
[CUSTOMER][NEUTRAL] Uh, I know where it's here I log out it says it right there. Let me close all this out.
[CUSTOMER][NEUTRAL] This out
[CUSTOMER][NEUTRAL] This out and I'm gonna need to what is
[CUSTOMER][NEUTRAL] Yeah what is that email?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] The email?
[AGENT][NEUTRAL] Oh, you're ready? OK, so what we're gonna do is mail it to what's called our [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is uh [PII]
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], then put the [PII].
[CUSTOMER][NEUTRAL] There too.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Then [PII].
[CUSTOMER][POSITIVE] Fabulous.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, let me it.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am. Short for American AM, yes, ma'am.
[CUSTOMER][NEUTRAL] Right, there's no dot [PII] it's just straight through.
[AGENT][NEUTRAL] Correct. [PII].
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Any is anything capitalized or they all lower case letters?
[AGENT][NEUTRAL] All lowercase.
[CUSTOMER][NEUTRAL] OK, so like that lower case.
[CUSTOMER][NEUTRAL] OK, and I'm gonna let them know too.
[CUSTOMER][NEUTRAL] I'm gonna count them and let them know.
[CUSTOMER][NEGATIVE] So I can get my insurance straightened out. I, I just don't understand what that problem is with that school board.
[AGENT][NEUTRAL] Well they may have, you know they just may have a certain way they do things as well, uh, you know, I don't know so they just may have a certain time frame when they actually send stuff out maybe they had to wait until after they made your last payments on your policies or, you know, I, I don't, I don't know what their structure is on how they, how they handle things just.
[CUSTOMER][NEUTRAL] All right, sweetie.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] You, that's you and me, but if I had to go down this morning and when I went down there, I asked them for my thing so I could take the Social Security because we have that windfall law here that they just dropped it you still got to do it. And they've got all my paperwork to where I can take the Social Security, and she printed it out for me, but I hadn't even received my first check from them yet.
[CUSTOMER][NEGATIVE] I'm waiting on everything with this school board, but I know the snow did delay a lot of people. They couldn't get to work and stuff like that, so I'm trying to get Blueway at the same time I'm panicking because I do not want to lose my policy.
[AGENT][NEUTRAL] Right, yes, ma'am, and you should be fine. um, I, I, if I was you, I would give it a week, uh, maybe this time next week, check back hopefully we'll get it before then, but um I I'm just, I just do know that sometimes when people mail things in, it can take, you know, 2 weeks or better before we get information.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and you're mailing me that other form for me to fill out and email back.
[AGENT][NEUTRAL] OK, uh, we will, would you like for us to email it to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so we'll, we'll excuse me, I got hiccups all of a sudden we'll, uh, we will get that information emailed to you and, uh, that may go maybe maybe today or tomorrow before you receive it because they tend to work things and, you know, work their their jobs in the.
[AGENT][POSITIVE] Order that it's received. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, that's sound.
[CUSTOMER][NEGATIVE] That's fine as long as y'all keeping notes that I'm staying in contact trying to get this mess straight.
[AGENT][POSITIVE] Oh, there are notes. Yes, ma'am. Yes ma'am. We are keeping notes for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I'm sorry you're going through all this, but you should be fine.
[CUSTOMER][NEUTRAL] I had just.
[CUSTOMER][NEUTRAL] I, I told him
[CUSTOMER][NEUTRAL] Yeah, I've done some school board than anybody else. It's harder to retire than it was to hire in.
[AGENT][POSITIVE] Oh, goodness. Oh my goodness.
[CUSTOMER][NEGATIVE] I, I've, I've never seen a mess in my lifetime retired time I've been more stressed with doing that than I have anything.
[AGENT][POSITIVE] Oh bless you.
[CUSTOMER][NEUTRAL] Almost make you wanna go back to work.
[CUSTOMER][POSITIVE] Alright sweetie, and I'm gonna check my keep checking my email and I'll get that filled out and sit right back into y'all on that part and hopefully in this week I'll get my email, I mean not my email, my letter.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. Hopefully so.
[CUSTOMER][NEGATIVE] Yeah, I keep watching my check my bank account to see if that check goes, you know, if it's gone through the bank and I hadn't seen it and I said, whoa, it's not right.
[AGENT][NEUTRAL] Yes, it's because we've not received it yet.
[CUSTOMER][NEUTRAL] All right then, me and, me and Mr. [PII] is gonna get into it with him bringing snow that like he did.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright sweetie you have a good day.
[AGENT][POSITIVE] You as well, Ms. Good. And real quick, is there anything else we can help you with at the moment?
[CUSTOMER][NEUTRAL] name.
[CUSTOMER][NEGATIVE] Not in case y'all got a 5th of vodka, but outside of that, nothing.
[AGENT][NEUTRAL] No, ma'am, we haven't started doing that just yet.
[CUSTOMER][POSITIVE] Oh, that I'm good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] Miss [PII], you're certainly welcome to call back and check, and I would give it about a week.
[CUSTOMER][POSITIVE] OK, will do. Thank you so much. You have a great day.
[AGENT][POSITIVE] Well, thank you for calling APF. You as well. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.