AccountId: 011433970860
ContactId: dcdb5467-d395-4667-9d97-e74a11514000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1691819 ms
Total Talk Time (AGENT): 547300 ms
Total Talk Time (CUSTOMER): 726660 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/dcdb5467-d395-4667-9d97-e74a11514000_20250409T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was wondering if you might be able to answer my question. So I'm just trying to see if, um, if a provider that I have is in network with you guys, um.
[CUSTOMER][NEUTRAL] So I, I'm not, I didn't enroll in like the plan yet. Um, however, APL with you guys is a supplemental insurance through like a temp agency that I'm that I'm trying to enroll in so I'm just trying to see basically if um if you guys are in network with Renew family services and I was wondering if you'd be able to tell me that. They said they gave me something called an NPI number.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Uh, I'm not sure if you know what that means or if you can look that up with that.
[AGENT][NEUTRAL] Um, I, I'm sorry, I don't know what that means, but I can look up and see if, if your doctor is in the network. Um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What is the agency that you would be working for?
[CUSTOMER][NEUTRAL] It's ATC Healthcare.
[AGENT][NEUTRAL] See, I think that name is familiar to me. I'm gonna pull them up.
[CUSTOMER][NEUTRAL] Yeah, they use your supplemental insurance APL and something else called 90 Degrees, I think it's another insurance supplemental plan that they use.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes ma'am, it sure is. So you are looking for like the medical um portion.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to see if they cover it so this is like behavior, yeah, so it's more like behavioral health, um, so I'm trying to see if they if it's in network with APL or not for the supplemental insurance.
[AGENT][NEUTRAL] Not the dental, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, um, now can you give me the zip code that you're, you would be interested in?
[CUSTOMER][NEUTRAL] Um, yeah, there's one.
[AGENT][NEUTRAL] Or was that doctor.
[CUSTOMER][NEUTRAL] Yeah, well, it's uh it's more like a behavioral health, um, but let me see if I can try to see if I can pull it up. Hold on, sorry.
[AGENT][NEUTRAL] OK, now you're fine.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Alright, so their their area code is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you and what is your name ma'am?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do you, do you need their name like the name of the company?
[AGENT][NEUTRAL] Um, well, it should pull up everybody in the area, um, that is in network.
[CUSTOMER][NEUTRAL] Oh, OK, got you, OK.
[CUSTOMER][NEUTRAL] OK, it's um renew Family Services if you, if you see it.
[AGENT][NEUTRAL] You go back, it looks like they have made changes. Let me go back.
[AGENT][NEUTRAL] Um, I see. And you said 19027.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, 19027.
[CUSTOMER][NEUTRAL] That's the, the area code.
[AGENT][NEUTRAL] OK, I am, um, waiting for this to download. Um, they've definitely made changes because used to you could go to the website and it would pull up a directory and then you could email it to yourself if you needed it, um, but they have made changes. It's not pulling up the directory. It's wanting me to email it to see it. That's what I'm doing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] And I can definitely tell you how to use this because you don't have to have any um number or anything like that to check it to see who's in.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Gosh, I'm sorry. I'm just still waiting.
[AGENT][NEGATIVE] See, I hate this thing used to work so good. I don't know why they changed it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, I'm gonna try this again. It has not come through yet, so.
[AGENT][NEUTRAL] Ah, it only came through. OK.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEGATIVE] Well, it did not give me any results. Um,
[AGENT][NEUTRAL] Let me try to run that again.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, because it is just blank.
[CUSTOMER][NEUTRAL] Oh, that's it.
[AGENT][NEUTRAL] And on this uh website, I, I will tell you, you, you would go to multiplan. It's [PII], just [PII] and um um it comes up and you, it says create a provider directory and um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You would just there's a green button that says select network and you would choose um multi plan.
[AGENT][NEUTRAL] And then you would choose limited benefit plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it allows you to put in your zip code or your city and state, um, whichever you prefer, and you can search within so many miles of that zip code up to 250, and then it gives providers that you can click on if like if there's something specific like what you were talking about behavioral help that is um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A category by itself. um, but when I did that, I did not get any results for that of anybody in network. Um, so I did do it again and just chose everything possible just to see.
[AGENT][NEUTRAL] If it's me or if something's up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I would think there should be something there.
[AGENT][NEUTRAL] Especially it's [PII].
[CUSTOMER][NEUTRAL] No, it's not in, I mean, it's in [PII] but it's not in [PII]. It's like [PII], I think, [PII].
[AGENT][NEUTRAL] Oh, OK. I did search 100 miles from that zip code.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know, that should.
[AGENT][NEGATIVE] But somehow it's just taking so long to come through, so I'm still waiting for that second.
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] And I, I can tell you this too, but um even if a doctor or a clinic is not in network, if they will accept our insurance, you know, they can file a claim with us and we would pay it um just like we would if they were in network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, they can.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm sorry. So, you know, it's up to the doctor whether they will accept it or not. Um, but usually, if a doctor's office calls us to verify benefits, they're pleased with it, you know, um.
[AGENT][NEUTRAL] But it is still up to them and if you had to pay out of pocket, you could file a claim and, you know, be reimbursed, of course, according to the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you, so you said, so let me get this straight first. So you said if they are out of network, if they do decide to still work with me with it, they, I just tell them that that they need to file a claim with you guys.
[AGENT][POSITIVE] That's right. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as far as how we pay, we pay at the same in network or out of network. It just makes it easier when they're in network, you know, um, for the doctor to take it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, so I'll just ask them if they can do that, cause yeah, cause she, I think she was trying to work with me because she was trying to get me to call the company to see and give me the, I don't know what an MPI number is either, but I like you did, but uh she said she's gonna call I guess for that. So I'll just, I'll just message her cause it sounds like she knows like who to talk to um about like if it's in network or not.
[AGENT][NEUTRAL] Now somebody in our
[AGENT][POSITIVE] That's good.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, and like that number you're talking about somebody in our claims department more familiar with that, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, got you.
[AGENT][NEUTRAL] I'm, I'm, I'm not, but I can let you, um.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] OK. And it's
[CUSTOMER][NEUTRAL] No, that's fine. That's understandable.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And I can email you this website with those little instructions on how to do the search, um, but that second search is not coming through yet, but the first one took a minute too, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] No, I mean, I trust you. I mean, I mean, I'm just glad that they, if they do work with me that they could um still file a claim hopefully cause I didn't wanna get rid of them because I, I see my therapist from like the behavioral health like every week and it's like a um it's a partial hospitalization program.
[AGENT][POSITIVE] Definitely.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Then I'm in, so I, I kind of need that.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, with all that I've been through with like my depression and trauma, so I'm trying to see if I can still hold on to them if I can, at least until I can can get brought on with the company that I'm with. So I'm in a weird situation because I left like my permanent position to go to like a temp position, like attempt to hire position. However, the person that I'm coming on board with just happens to be my company again.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Cause I'm with Temple Health. I just happened to, yeah, cause I'm, I'm actually with Temple Health actually at Fox Chase Cancer Center. I just happened to uh apply to jobs and just happened to get a job that was attempt to hire with again Temple. So technically, I'm just gonna be brought back onto like my same company again, basically, just at a different location at [PII].
[AGENT][NEUTRAL] Oh, uh-huh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] So I'm just trying to use the supplemental insurance like for like the few months that I can before I get brought back on to my company.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So hopefully I won't have to deal with that too much longer and I could just, you know what I mean, like, I'd only have to deal with it hopefully for like 2 or 3 months and then I'll just be brought on back on to my, with my company and I'll have my primary insurance again. So I won't have to worry with that as far as like the long term, but as far as short term, I still need like some coverage, you know what I mean? so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, but that's kind of like the situation, yeah.
[AGENT][NEUTRAL] Oh, yes, you are in a sticky spot. Yes.
[CUSTOMER][NEUTRAL] I know, I know.
[CUSTOMER][NEGATIVE] It is a rough situation. It is. It really is.
[CUSTOMER][NEUTRAL] The director was even saying that too when she interviewed with me. She's like, this should be fair to pay. Maybe she should reply directly.
[AGENT][NEUTRAL] Right? Like, just go ahead.
[CUSTOMER][NEUTRAL] Cause I've I've been in a permanent position for like 3 years.
[CUSTOMER][NEGATIVE] But they would have taken several months, I think, to like get on again.
[CUSTOMER][NEUTRAL] So, and I didn't really wanna wait, me being I guess impatient, I guess I didn't really wanna wait that long, so I just wanted to be like brought on, so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I don't blame you.
[CUSTOMER][NEUTRAL] If they like you, they bring you on.
[CUSTOMER][NEUTRAL] Yeah, I mean, well, I use the same um the same uh electronic data capture anyway, like with the red cap and the Epic system, like the same systems anyway, so.
[AGENT][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] I think that's why they probably are trying to bring me on because I'm already familiar with the system.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Right, and that helps you too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, but I would be the exact same way if I wanted to do something, I want to do it today because something might happen, so I wanna go ahead and be there.
[CUSTOMER][NEUTRAL] Yeah, I didn't wanna, I didn't wanna skip out on like the opportunity because it's working with clinical trials and um I just don't feel like you get too many, you know what I mean like chances like working with that and I've interviewed so many places and I haven't had too much of like a breakthrough with stuff with applying so I was like in one of my fucking moods and was just like I'm gonna take it.
[AGENT][NEUTRAL] Right. Yes.
[CUSTOMER][POSITIVE] And uh hopefully it go our heads out and it works in my favor, but
[CUSTOMER][POSITIVE] But yeah, I just need something with like more money and more opportunities so and.
[CUSTOMER][NEUTRAL] Yeah, and I opened that door, so I just feel like
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just didn't wanna, you know, turn it away cause I got the job, so.
[AGENT][NEUTRAL] And certainly if you feel like that, like it just was kind of.
[AGENT][NEUTRAL] Handed to you it's like there's gotta be a reason for that, you know.
[CUSTOMER][NEUTRAL] Yeah, and I went through 3 different interviews just to get to this position.
[CUSTOMER][NEUTRAL] I did a I did a phone screening and in-person and a second in-person interview.
[AGENT][NEUTRAL] Oh, they did like you.
[AGENT][NEGATIVE] Oh, that is tough. That is so hard. Oh.
[CUSTOMER][POSITIVE] Yeah, so I went through all of that and I still got the job, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I know you're excited.
[AGENT][POSITIVE] Oh, I would be so excited.
[CUSTOMER][NEGATIVE] Yeah, well, I'm excited but nervous and I'm also frustrated because I'm jumping through hoops now trying to get these modules done that they sent me like 65 different modules that I have to get done before my start date, so I'm not too happy about that.
[AGENT][NEUTRAL] Oh, right.
[CUSTOMER][NEUTRAL] Um, along with along with like pre and post hire stuff they should have gave me that. I feel like, like last week, not wait until this week.
[AGENT][POSITIVE] Yes, I'm with you.
[CUSTOMER][NEGATIVE] But that, that part was annoying.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] But um but I appreciate your help. I'm sorry, I'm talking your ear off.
[AGENT][POSITIVE] You're welcome. No, I, I was just looking at this list. It finally came through.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh, it did. OK, awesome.
[AGENT][NEUTRAL] And I wanna send it to you, um.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What I was here, but, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you mind if I get your email to send it to you?
[CUSTOMER][POSITIVE] Yeah, no, that's fine. I appreciate it. It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then my last name [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I just need to find it again where it saved to my computer, um.
[AGENT][NEUTRAL] And get this over to you.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEGATIVE] Oh my, um, this is this is 765 pages. That's why it took so long. Um, I didn't realize it was that big, um.
[CUSTOMER][NEGATIVE] Oh jeez.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Um, I'm gonna go ahead.
[CUSTOMER][NEGATIVE] There's no way that you can like
[AGENT][NEUTRAL] OK, yes ma'am. Let me search it, yes.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I was gonna say there's no way that you can just refine the search and put in like the name of the company versus the area code.
[AGENT][NEUTRAL] Let me see if I can do that. Let me try that.
[AGENT][NEUTRAL] Huh, and you said renew, renew.
[CUSTOMER][NEUTRAL] Yeah, it's called Renew Family Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I sure didn't realize it was that big.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, that one is not listed.
[CUSTOMER][NEGATIVE] It's not um.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But like I say, if they really.
[CUSTOMER][NEUTRAL] That figures.
[AGENT][NEUTRAL] If they will accept it and they will file the claim for you, um, you know, on our end that is not an issue at all.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] OK, I'll let them know, um.
[CUSTOMER][POSITIVE] And tell them that thank you so much I appreciate it.
[AGENT][POSITIVE] Oh, yes, ma'am. You are welcome.
[AGENT][POSITIVE] And congratulations on your job.
[CUSTOMER][POSITIVE] Thank you. Oh, congratulate me when I get actually in.
[CUSTOMER][NEUTRAL] The place I feel like I feel like the tip part is like uh.
[AGENT][NEUTRAL] It's a matter of time.
[CUSTOMER][POSITIVE] I hope so.
[AGENT][NEUTRAL] I have been there and it can, it's worth it. But yeah, I it's like with.
[CUSTOMER][NEGATIVE] It is. That's what I'm hoping. I'm hoping it is cause everybody's giving me anxiety cause like they're like, you know, that's your permanent position position. I'm like, oh, and I'm like, y'all are not helping me right now like.
[AGENT][NEGATIVE] Yes, don't listen to them.
[CUSTOMER][POSITIVE] Like, but the guy that I'm, that I'm dating, he was being positive and he was like, no, he's like, I feel like you're gonna do well. He was like, he was just like, um, he's just like, I feel like he was like, it's good. He was like, I feel like you would, if it wasn't meant for you, you wouldn't have got it and I don't know.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Exactly. I feel that way too, absolutely, yes. Especially everything you went through 3 interviews, that's crazy.
[CUSTOMER][NEUTRAL] Yeah, I went through 3 interviews. I went through the phone screening, a first interview with the director, and then a second interview with the director and like the two teams.
[AGENT][NEUTRAL] Oh no. OK.
[CUSTOMER][NEUTRAL] Like with the manager and then the regulatory, yeah, with them on the call too.
[AGENT][NEGATIVE] I know, I can't do that.
[CUSTOMER][NEUTRAL] Grilling me, so.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, yeah.
[AGENT][NEGATIVE] That is so beyond, I can't I really can't imagine. I couldn't do it. I don't believe I could do it.
[CUSTOMER][POSITIVE] I mean, I'm surprised I didn't cause usually apparently I've been like messing up on my interviews and I haven't been able to like get in, like, I don't know, but my brother actually, he revamped my resume for me.
[CUSTOMER][NEUTRAL] And that's how I ended up getting all the um I've been getting like the feedback that I've been getting um like the interviews and stuff. cause apparently it was, apparently it was my formatting and my resume, that's what my brother.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And he was right because he revamped it and then all of a sudden I just started, you know, I mean, he, I guess he would know cause he owns his own business, so he said AI is, is, is different and, and stuff like that and they probably pull different stuff. So he was like, let me see your resume.
[AGENT][POSITIVE] Thank goodness for you.
[CUSTOMER][NEUTRAL] And he just revamped it and like, there you go. So I mean, I mean, I guess he would know about people because he owns his own business and he interviews people and stuff and whatnot, so.
[AGENT][NEUTRAL] All right. Well, tell him he's not.
[CUSTOMER][NEUTRAL] I guess he, you know,
[AGENT][NEUTRAL] He's not getting paid a fee or anything like that. Just thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's like if it was my brother, he'd want to put up something.
[CUSTOMER][NEGATIVE] Oh yeah, no, you didn't pay me. Yeah, no, I didn't have to pay anything.
[CUSTOMER][NEGATIVE] Yeah, luckily, on top of that, I didn't have to pay him. I was like, cause I was hoping I wasn't gonna have to go through one of these people that you know that you do have to pay to revamp your resume, cause my friend said he paid like $300 to get that shit done. I said, oh hell no.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh no, no, good night.
[CUSTOMER][MIXED] Yeah, that's what he said, but he said that she was a dick, but she did a really good job and that's when he, and that's when he said he started getting feedback. Well I was like, well, I'm glad all I had to do was send it to my brother, and he helped me. I have to send it to nobody and that shit was free.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Definitely. Oh, and it's crazy that people have to pay that for that kind of stuff.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Right, and like coaching and like and all of that stuff, it's crazy and I thought I was gonna have to, I was so nervous and worried that I was gonna have to end up doing that and I was like, shit, I was like I really don't wanna do this, but like if I have to in order to like advance my career, I guess that's what I'd have to do. But if I if it if it didn't work, if I didn't give it like a couple of months like with my brother like helping me with the resume that he did, I guess that was the venue I was gonna have to, you know, go out I was gonna have to go towards, I guess, but.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] But everything worked out in the end, so I'm happy.
[AGENT][POSITIVE] Yes, yes, I would be too.
[AGENT][POSITIVE] And that's something how it got the attention you needed too, gosh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Just making changes.
[CUSTOMER][POSITIVE] Yeah, but hopefully, hopefully they work with me like you said with this and they'll um because I've been with them for like a year or so actually this company so I'm hoping they um they'll just work with me and hopefully just file the claim or whatever like you said is there is there any information that they need to do for file like when calling or do they just need to call and just tell them that they need to file a claim or is that it? and then they can just direct them to where they need to go?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, yes, just they can just call in and then like say after that um they will let them know how to upload it online or fax or mail it in email it in just whatever they need to do.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome. Cool. Thank you. It gave me hope because I was a little worried about this.
[AGENT][POSITIVE] Right, yes. And it's totally, yes, and it is up to the clinic, but we will work with them no matter what.
[CUSTOMER][NEUTRAL] Oh, about like the coverage, yeah.
[CUSTOMER][NEUTRAL] Oh OK awesome, OK, yeah, I'm hoping whoever, um, I guess the director, she seems to be reasonable, so I'm hoping that she will. I hope I'll just message um [PII] she's like the assistant. I have her number because that's who I had checked it before and I'll just, I'll just tell her that because I'm trying to get enrolled in this plan as soon as I can to get it activated um because I know my insurance for my other.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, for my primary insurance that I have now I know that's gonna end. I think at the end of this month is the thing.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, so I'm trying, and I think it takes about 30 days, I think if I remember right, for this one to get activated or something like that or it doesn't start until like the Monday after my first pay period or something like that they said with the with the supplemental insurance. So I'm just like, oh, so I'm just trying to be like ASAP like.
[AGENT][NEUTRAL] Oh right, right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But um, but thank you for your help though. I truly appreciate it.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Oh yes, ma'am. You are welcome. You're welcome.
[AGENT][POSITIVE] You have a good day, Ms. [PII], and thank you for calling ATL.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEGATIVE] Bad