AccountId: 011433970860
ContactId: da81c996-dfe2-4d99-a2b7-ba78f7c93ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1776569 ms
Total Talk Time (AGENT): 626957 ms
Total Talk Time (CUSTOMER): 633209 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/da81c996-dfe2-4d99-a2b7-ba78f7c93ef7_20250106T18:01_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]. How are you? This is [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hey
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have, um, OK, I have a member on the line that, um, it looks like she has a policy, but the policy has been terminated. And um she's not really aware of it. And I was looking into the notes and I see where
[CUSTOMER][NEUTRAL] We put some information in, I guess, to have a draft, but it looks like it never happened. So I'm a little confused about it. I checked the notes and I'm just confused about the notes and everything. So I don't know if you can help me.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] I can help you
[CUSTOMER][NEUTRAL] OK. Yeah, because it's, it's over rubbed, that's how it lasts. So usually when that happens sometimes it's so I just wanna make sure. Um, and it's for 239-4013.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Uh, uh, [PII], is it [PII]?
[CUSTOMER][POSITIVE] Yes, mhm, yeah, you can.
[AGENT][NEUTRAL] I can see, well, OK. No. Yeah, OK.
[CUSTOMER][POSITIVE] That's exactly how I like, uh, wait.
[AGENT][NEUTRAL] Like yeah
[AGENT][NEUTRAL] Yeah, you, you know, but wait a minute, no.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh man, um, da da da da da. OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So yes, no, maybe
[AGENT][NEUTRAL] It's right, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Shoot, OK, OK, I can talk with her, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I need to be thinking of what to say.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] 00 good, it just lapsed so good cause I was thinking, um, you know, they have 30 days to keep it if they want it, but it just lapsed this [PII], so good, good. If she wants it, she can keep it. OK, that's a relief. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, you ready for?
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] You're welcome. Here she comes. Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line. She is from the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so much. So you're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi, are you [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Yes. Um.
[CUSTOMER][POSITIVE] Hey, I love how y'all do single syllable names. It's great.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] Don't you
[CUSTOMER][NEUTRAL] Yeah, I, I, I gotta, I gotta know, is this your assigned name or is this your given name? It doesn't matter to me if it is either one. I just think it's interesting how they make y'all do like single syllables.
[AGENT][NEUTRAL] Now that is just a nickname that I grew up with, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, there you go.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, uh, my question, I'm gonna fix to go into this hospital and pay a hospital bill, um, and I know I have or had in the past, uh, an APL account and the APL account had some benefits that paid um.
[CUSTOMER][NEUTRAL] Like for test and such as that, can you give me any information on that and um help me understand why they said my account was closed in October.
[AGENT][NEUTRAL] OK, um, let me ask you this, are you still employed at, um, let's get back to that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] At [PII].
[AGENT][POSITIVE] [PII], yes, [PII].
[CUSTOMER][NEUTRAL] Yeah, with, yes, yes, yes.
[AGENT][NEUTRAL] You, you
[AGENT][NEUTRAL] OK, let me see what might be going on.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So you are still employed there and they are still um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like payroll deducting for your policy.
[CUSTOMER][NEUTRAL] As far as I know, what would it come over through or through us and how much is my deductible or my, my premium so I can tell you for sure if they're deductible.
[AGENT][NEUTRAL] Uh, it's $20.64 monthly.
[CUSTOMER][NEUTRAL] $20.64 does not show up on this year so.
[AGENT][NEUTRAL] OK, I'm just.
[CUSTOMER][NEUTRAL] I honest to God I have no idea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm wondering if something might have happened with your policy. It may be open enrollment, um.
[AGENT][NEUTRAL] I mean, I don't know that, but.
[CUSTOMER][NEUTRAL] Can you tell me if my husband has one?
[AGENT][NEUTRAL] Um, it's, and his last name is [PII] also.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] I am not seeing anything for him.
[CUSTOMER][NEGATIVE] I've had this for the last 10 years. It does not make any sense why it would be dropped.
[AGENT][NEUTRAL] Right, let me.
[AGENT][NEUTRAL] See if I see anything that tells me why.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] To.
[AGENT][NEUTRAL] The only thing it says is that we've lapsed it due to nonpayment, but it does show that payment comes from the group.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, you know, but I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm thinking something.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I'm, I have received 3 or 4.
[CUSTOMER][NEUTRAL] Texts in the mail from you guys.
[CUSTOMER][NEUTRAL] As an overpayment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I have no idea what that is.
[CUSTOMER][NEUTRAL] But it's uh it comes in as overpayment.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. I, I'm thinking about that. Um,
[AGENT][NEUTRAL] Do you mind if I put you on hold and check on that to see why we would send that?
[AGENT][NEUTRAL] To you instead of the group.
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, feeling.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. Um,
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Help. Hey.
[CUSTOMER][NEGATIVE] Oh no, it's not.
[AGENT][NEUTRAL] Will you look at a policy, please? Uh, and I do have the insured on the line, but I don't need to transfer, but I just need to ask a couple of questions. Um, 239-401-3.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Yes, and I know she is with the group, you know, um we get payment from the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now we have termed her due to um
[AGENT][NEGATIVE] No payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, but then she was, of course, she's saying that's not right and I'm gonna have to tell her to get with her HR to see what happens, but she has also received like premium overpayment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Refund checks, and she's asking why that came to her and I'm like, I really do not know that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, well, let's see.
[CUSTOMER][NEUTRAL] It looks like because it's um
[CUSTOMER][NEUTRAL] The cafeteria plan. I would assume that's why it was issued to her and it's um employee pay that that's why they would have issued it back to her but I'm just trying to figure out why it would not have just been applied.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] August.
[CUSTOMER][NEUTRAL] That's so strange.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I'm, I'm like I'm trying to figure out these notes. I apologize. I'm still learning the lingo and whatnot.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] I get it, yes.
[CUSTOMER][NEUTRAL] Overdue
[CUSTOMER][NEUTRAL] I, I see that it shows overdue and.
[CUSTOMER][NEUTRAL] It says I'm lapsed to apply in July.
[CUSTOMER][NEUTRAL] And laps to apply suspense.
[CUSTOMER][NEUTRAL] Then there's an overpayment.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Bank info added for policy. Is she now direct pay?
[AGENT][NEUTRAL] Well, that's what I was trying to like, uh, I don't.
[AGENT][NEUTRAL] I don't know. I mean, she says she's still employed there, um.
[AGENT][NEUTRAL] I'm wondering
[CUSTOMER][NEUTRAL] Let's see, yeah, it looks like we have an account set up for like direct pay.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I swear all this stuff, you know.
[CUSTOMER][NEUTRAL] And the employee employer she's with right now is the same employer she had when she opened the policy?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I'm wondering
[CUSTOMER][NEUTRAL] Yeah, we have ACH and routing number, all that we have an account number and routing number to set up and it says it's active.
[CUSTOMER][NEUTRAL] I'm not sure why we would have direct pay. That's, that's more than likely the reason why she's receiving because we're it's a direct pay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But what I don't understand is.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEGATIVE] It's not getting applied.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Overdue.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so it says here that we were given the lapse date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In August of lab date of, I guess it's [PII].
[CUSTOMER][NEUTRAL] That state deleted. O.
[CUSTOMER][POSITIVE] I am so sorry, honey. I am trying to figure this out.
[AGENT][NEUTRAL] No, I mean.
[CUSTOMER][NEUTRAL] [PII] looks like she's the one that did the um refunds that other people have had there.
[CUSTOMER][NEUTRAL] Hands in it, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Looks like the same day a laps date was put on there it was removed.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Looks like in September it was lapsed due to
[CUSTOMER][NEGATIVE] Overdue.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEGATIVE] Sometimes these notes don't make any sense to me.
[AGENT][POSITIVE] Right, I get that too. Yes.
[AGENT][NEUTRAL] And I at first I wondered if they, if we wanted her to uh or this group was moving to that GCP 24 and they had to fill out the portability, but I'm not seeing that anywhere.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, that we see anything like that.
[CUSTOMER][POSITIVE] We're definitely doing her direct well we're we're drafting her directly it's not coming from the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, cause I see her ACH was put in as a deposit, you know, for direct deposit.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I, I don't see it's not being group paid. We've got a couple of invoices out there from November, December, and then now in January, but.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, before that,
[CUSTOMER][NEUTRAL] It's like [PII], so.
[CUSTOMER][NEGATIVE] And during the time that this all happened, it was not being group paid.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEGATIVE] I'm, I'm just not sure why she's being refunded and then it was uh lapsed due to being overdue that that doesn't make any sense to me.
[AGENT][NEUTRAL] Right, right. OK.
[CUSTOMER][NEUTRAL] Um, I, I feel like [PII] would be best to answer this question, but I don't know how to get you to her directly.
[AGENT][NEGATIVE] OK, I'll send her an email or something, you know, because I don't know how to do that either. There's no way to get directly to somebody. I mean, there's gotta be a way, but I don't know it.
[CUSTOMER][NEUTRAL] Oh that one.
[CUSTOMER][NEUTRAL] I'm sorry. Yeah, [PII] would probably be the, she's the one that issued the refunds, so she might be able to better help and I sincerely apologize that I wasn't better help, um.
[AGENT][POSITIVE] Uh, no, I appreciate it.
[AGENT][NEGATIVE] Oh, no, no.
[CUSTOMER][NEUTRAL] I just, I'm at a loss because it's showing these refunds that would have totally covered the premium.
[CUSTOMER][NEGATIVE] Um, overpayment, overpayment, overpayment, and then she's lapsed due to overdue. I don't, I don't understand that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. I don't either.
[CUSTOMER][POSITIVE] But it's definitely direct pay, so this is definitely being paid by the policy holder.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. OK. Thank you. Thank you.
[CUSTOMER][NEUTRAL] I'm sorry, it was a better help.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Is there anything else I can look at for you, love?
[AGENT][POSITIVE] That is it. I appreciate it.
[CUSTOMER][NEUTRAL] All right. Yes, ma'am.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I did speak to someone in our billing department to see about that refund, you know, why it was being refunded back to you, and she was saying that the group was on the cafeteria plan and this being a voluntary um product that is why the refunds were sent back to you, but um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I need to research this to try to figure out why we would have refunded overpayment to you and then the policies laps due to nonpayment. I cannot see.
[AGENT][NEUTRAL] The reason for that, um.
[AGENT][NEUTRAL] But at the same time, it does show that you're still on the group billing.
[AGENT][NEUTRAL] But you must not be because you're not seeing it being withheld. So I need to really research this and just see what happened and what is going on.
[AGENT][NEUTRAL] If we intended to move this, do you like to be bank drafted or?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And do, has it been bank drafted at all, do you know? I mean.
[CUSTOMER][NEGATIVE] It's, it's been um out of my account, like my, my paycheck before, so I mean I'm not, I've not even noticed it not being debited out of my account.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] And right now I'm going to the ESC or the Region 8 service center uh employment employee benefits portal to see if I can figure out what's going on.
[CUSTOMER][NEGATIVE] What I do know is that I needed coverage and I even filed a claim back in November thinking I had coverage and it was declined.
[AGENT][NEUTRAL] Right, because and this was termed [PII].
[AGENT][NEUTRAL] And I would think if you're not seeing it being deducted from your paycheck, something must have happened.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know, with the group because we did receive notification from them to lapse the policy.
[CUSTOMER][NEUTRAL] You received notification from who to lapse the policy from [PII] 8 or from [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if I can see that. Probably [PII], I would think, but I'm looking, I am looking for that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because how this is in our system is [PII] and then your division is [PII], so let me see.
[CUSTOMER][NEUTRAL] OK, so I have the cancer plan and then I have a grandfathered cancer plan.
[AGENT][NEUTRAL] OK. And that still shows that you're active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Effective on 9124 1704 is what's being withheld, uh, let's see.
[CUSTOMER][NEUTRAL] So the grandfather cancer plan is 3590 low base. I don't know which one it's provided by American Public Life. So, uh, effective on 9124.
[CUSTOMER][NEUTRAL] With low low option based with ICU is what this says for myself and my husband.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it's 3590.
[CUSTOMER][NEUTRAL] I have housemate. That's the only one I have for American Public Life, is that one.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, now, is your husband on your policy or he has his own policy?
[CUSTOMER][NEUTRAL] Um, he's on the grandfather of American public life. He's on this policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I tell you, let me email um the contact that we have for the group and go from there and see what um you know to get this corrected.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I can reach back out to you to let you know what I found out, um, but I think that's a good place to start, just go from there and.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just see what happens.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I don't even know what to say. I'm supposed, I was supposed to have a, uh, a diagnostic mammogram and uh ultrasound.
[CUSTOMER][NEUTRAL] And because my insurance didn't pay, they wanted $225 to said we'll file it on this, and they were like, well, we don't file it on that, but you can and here I'm trying and it's saying I can't because so I guess my, my whole thing is I've got to figure out how to get.
[CUSTOMER][NEGATIVE] This handled so I can have this work, this uh procedure. I don't even wanna have the procedure. I don't know if you've got a mammogram yet. They're not fun, so.
[CUSTOMER][NEUTRAL] Hopefully you have it and you don't have to do it, but.
[CUSTOMER][NEUTRAL] You need the policy number?
[AGENT][NEUTRAL] Uh, no, I do have that.
[CUSTOMER][NEUTRAL] OK, because it's saying I have LI whatever that means.
[AGENT][NEUTRAL] L I
[CUSTOMER][NEUTRAL] When I'm looking at it says policy number and I this is based on the Region 8 policy number. They have like a policy number policy number uh policy policy LL whatever.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm just thinking about that. Um.
[AGENT][NEUTRAL] Now, we do have like a level one and I'm thinking maybe that's what that is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, maybe.
[CUSTOMER][NEUTRAL] What's the level one?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Get back to that.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Now that um just lets us know what the base plan is and it's level one which shows the.
[AGENT][NEUTRAL] I'm pulling that up. I'm sorry. I, I'm waiting for it to come up.
[CUSTOMER][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] To see what that benefit amount is.
[AGENT][NEUTRAL] OK. On that cancer screening, it's a level one and it's showing $50. Um, so I, I'm thinking that's probably like the wellness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. So the, it's the low uh with the ICU.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That must be what that, that eye is for, for you have ICU on your plan.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, let me, uh, reach out to the group.
[AGENT][NEUTRAL] And, and just see what's going on because for us to lapse it, it, it came from them.
[AGENT][NEUTRAL] Um, to, to do that. So let me try to see find out with them, you know, the reason and if we can get this reinstated. I, I, I just need to find out from them what, what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and if that's the case, can we, can we get it reinstated backdated to where they relapsed it or they, they lapsed it?
[AGENT][POSITIVE] Uh, yes, yes, ma'am, we sure can. Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This is unnecessarily frustrating.
[AGENT][NEUTRAL] I, I understand. Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] So, but then, and I'm not looking forward to uh, you know, mammogram and all. So you just take your time and I wanna get it straight away and my husband just had freaking knee replacement surgery, so I'm
[CUSTOMER][POSITIVE] Yeah, I'm already busy with that so anyway I appreciate you getting in and getting a handle on this, [PII], and hopefully we can figure it out together.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Yes, ma'am. Yes.
[CUSTOMER][NEGATIVE] And if I need to repay that whatever checks y'all were or not y'all I guess [PII] was sending it to me um because I was paying it and then they probably just are reimbursing it because the school district has lapsed me not you guys.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Or you guys, I don't know, no idea.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But I know I didn't lapse it.
[CUSTOMER][NEUTRAL] Uh, no, I didn't cancel it. I'll just put it that way.
[AGENT][NEUTRAL] OK. Yes, yes, ma'am.
[AGENT][NEUTRAL] We will get this straight.
[CUSTOMER][NEUTRAL] And do you have any idea? I mean, like time frame wise?
[AGENT][NEUTRAL] Hopefully I can I will hear back from somebody today and if not, if not by this afternoon I will try to give them a call and um get an answer, but as soon as they let us know what's happening I mean we can reinstate it immediately.
[CUSTOMER][NEUTRAL] OK, perfect, even if they say well but maybe they don't carry that insurance anymore.
[AGENT][NEUTRAL] Now, you can port port it over to an individual policy if, if that's the case.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, would it go backdated to the [PII] then?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] or whatever.
[AGENT][NEUTRAL] Yes, ma'am, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, yes, it would.
[CUSTOMER][NEUTRAL] You're like, I can't, I can't tell you yes or no, but yes.
[AGENT][NEUTRAL] Right. Yes, it would. I was just looking to see, um,
[AGENT][NEUTRAL] You know, if they did drop this product, you know, and if that is what happened.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] So sorry. My system is just so slow today and I'm trying to look at so many things.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh, I understand.
[AGENT][NEUTRAL] OK, it does not show that they la this product.
[AGENT][POSITIVE] But yes, just let me reach out to them um and, and I will be giving you a call back.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][NEUTRAL] OK. You are welcome. Now, do, what can I get a callback number from you just in case it's
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Yes, ma'am. Just give me a little bit and um I'll have you an answer.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Ma'am, thank you.
[CUSTOMER][POSITIVE] Yes, thank you, [PII].
[AGENT][POSITIVE] OK. You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye bye.