AccountId: 011433970860
ContactId: dde2b384-bdab-4d68-8aca-bfd876cd5111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1862280 ms
Total Talk Time (AGENT): 797403 ms
Total Talk Time (CUSTOMER): 754828 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/dde2b384-bdab-4d68-8aca-bfd876cd5111_20250114T13:41_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you this morning? Well, I got a uh.
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] I got an old cancer policy, uh, I think, uh, I started in [PII], it might have been before that. The policy number is 100521.
[CUSTOMER][NEUTRAL] And um my, my wife called yesterday and talked to a representative about it. And um she wouldn't let my wife.
[CUSTOMER][NEUTRAL] You know, proceed.
[CUSTOMER][NEUTRAL] Uh, because it wouldn't me.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The name is in [PII]
[CUSTOMER][NEUTRAL] And um over the years I think the policy numbers changed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] But I, I what I was after is I was trying to, to let y'all talk to her. She handles all my business.
[AGENT][NEUTRAL] I understand now what we'll need is.
[AGENT][NEUTRAL] There is an authorization form and I can definitely get that to you for us to have written permission for her to call at any time. Now if it, if you want to just give her a call uh permission per call, we would have to have your verbal permission, but it would only last through that call.
[CUSTOMER][NEUTRAL] Yeah, well, that's fine. She, uh, I, I can, her number is uh [PII], and I can call her and have her call, but will I get you?
[AGENT][NEUTRAL] And whomever you get, um, Mr. [PII], as long as you can give that verbal permission while she is on the line, then we can speak to her, yeah.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Oh, we have to have, yeah, we have to have both of us on the line, OK.
[AGENT][NEUTRAL] It has to be the same call and I do need, can I just verify your information real quick while I've got you on the line? Um, do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] It's uh my date of birth is [PII] and my uh current uh address is [PII].
[AGENT][NEUTRAL] OK, bear with me just one moment.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And what was the date of birth?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] We seem to have a different date of birth, so I just want to verify that in the documents that we have, if you don't mind holding just one moment. And to your address is um different as well. Did you used to live in.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The [PII], yes ma'am mhm.
[AGENT][NEUTRAL] yeah, yeah.
[AGENT][NEUTRAL] Did you, OK, yeah, so I need to update that.
[CUSTOMER][NEUTRAL] And the the policy, uh, the policy number went then was 100521100521 that's at [PII].
[AGENT][NEUTRAL] It still is.
[CUSTOMER][NEUTRAL] Yeah, the day [PII].
[AGENT][NEUTRAL] OK, so if you don't mind holding, let me update that date of birth. I do see it.
[AGENT][NEUTRAL] Looks like when it got digitalized.
[AGENT][NEUTRAL] Might have um
[CUSTOMER][NEUTRAL] Yeah, that's what, yeah, she was telling me about that, that the things had changed the policy number had changed and.
[CUSTOMER][NEUTRAL] Obviously the address has changed.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] This is what
[CUSTOMER][NEUTRAL] It's just a uh growth of life I guess.
[AGENT][NEUTRAL] I suppose so in technology.
[CUSTOMER][POSITIVE] Yes ma'am, that's right.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm. [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm [PII] girl.
[CUSTOMER][NEUTRAL] Oh, there you go.
[AGENT][POSITIVE] So we're right there together.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And I can go ahead and update that address for you if you wanna give me that address again.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I have updated that. We do not have an email on file for you. Do you, would you like for us to add an email?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, ma'am. uh [PII].
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And then finally, what is your callback number in case we get disconnected or need to contact you?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Now, how do you live in [PII] and have a [PII] area code?
[CUSTOMER][NEUTRAL] Well it's just, uh, actually the original policy has my first address which was.
[CUSTOMER][NEUTRAL] Which was uh [PII].
[CUSTOMER][NEUTRAL] And then we moved, we built the house and moved on [PII], and then we bought a lake lot in [PII] and moved up here. So we've just
[AGENT][NEUTRAL] Oh, got you. My, I have relatives that used to live in, um, [PII].
[CUSTOMER][NEUTRAL] Ha
[CUSTOMER][POSITIVE] Yeah, my whole family, yeah, my grandparents are from [PII], and we always like coming up here on the lake and uh we had an opportunity to buy a piece of property up here and moved up here.
[AGENT][POSITIVE] That's wonderful. It's beautiful up there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's beautiful lake, yeah, yeah.
[AGENT][NEUTRAL] It really is.
[CUSTOMER][NEUTRAL] No, no stress.
[AGENT][POSITIVE] Right. You can't find that everywhere where there's no stress, that's for sure.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Yeah. Yeah, no neighborhoods, nobody under your feet all the time, you know, uh, but it, you know, we're just blessed and fortunate.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, for sure.
[AGENT][NEUTRAL] OK, so I have updated that address to [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, see, that's why I repeat that.
[CUSTOMER][NEUTRAL] Yes ma'am, yes, yeah, [PII], yeah.
[AGENT][NEUTRAL] I say and [PII]'s all one word, isn't it?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] And then [PII] is [PII]
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we've got your email, your phone number, I think I have everything that I need for you to make sure that you were up to date, and your email was [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That [PII], that's [PII] A lot of people spell it S [PII], but it's [PII]
[AGENT][NEUTRAL] I've got that right. Look at there.
[CUSTOMER][NEGATIVE] Yeah, I mean, people started with an [PII] all the time and I said, no, ma'am, that's not.
[CUSTOMER][NEUTRAL] It's a lot so.
[AGENT][NEUTRAL] I get it right.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] I've got that updated. So as far as your, your wife calling.
[CUSTOMER][NEUTRAL] There's no way for us to call her right now, is it? and get her in this conversation.
[AGENT][POSITIVE] If you want to do it, if you wanna do a three-way call and with her on the line, I can definitely um give her and you give her permission and we can discuss the plan. Yes, sir. We can do that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So how do I do I
[AGENT][NEUTRAL] Now it would just be for this call.
[CUSTOMER][NEUTRAL] Yeah, her number is [PII]. That's her phone right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you want me to call her so you can give me permission?
[CUSTOMER][NEUTRAL] Yeah, would that be fine? Would that be OK?
[AGENT][NEUTRAL] I, I can do that for you. Yes, sir. Do you mind, do you know what her date of birth is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Look at there, you passed the test.
[CUSTOMER][NEUTRAL] Yeah, and, and I better remember it.
[AGENT][POSITIVE] Yeah, you better it's coming up.
[CUSTOMER][POSITIVE] It's coming up that's right.
[AGENT][POSITIVE] It's just a gentle reminder.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Alright, if you don't mind holding just one second, let me get her on the line, OK? And what is her name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm gonna ask her to verify her date of birth just because we have to do that for HIPAA to protect your information.
[CUSTOMER][POSITIVE] I understand totally. yes, ma'am.
[AGENT][NEUTRAL] Alright, if you don't mind holding just one moment, let me get Miss [PII] on the line, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Leave me a message and I'll call you back. Thanks.
[AGENT][NEUTRAL] Well, would you believe she didn't answer? It went straight to her voicemail.
[CUSTOMER][NEUTRAL] OK, can I, uh, let me text her, see if I can text her without hanging up without hanging up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, and it may have been, yeah, it may have been that um
[AGENT][NEUTRAL] You know she didn't recognize the call. I don't.
[AGENT][NEUTRAL] We get so many calls these days.
[CUSTOMER][NEUTRAL] She, she.
[CUSTOMER][NEUTRAL] Well, she's told me she's been on me this morning about uh taking care of this.
[CUSTOMER][NEUTRAL] I text it and yes.
[CUSTOMER][NEUTRAL] Answer phone.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I just sent her a message on I text her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I bet you she, she has, she, she has to check on her brother every morning before she goes and she works at Concordia Bank and Trust in [PII] and uh she goes by there and checks on him every morning.
[AGENT][NEUTRAL] And she
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To make sure he takes his medicine and then she goes to work.
[AGENT][POSITIVE] She must be a special kind of.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][POSITIVE] I said she must be a special kind of angel.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah, she, she looks at her after her brother. Her brothers, um, he, he, he just, he just needs help taking care of his business.
[AGENT][POSITIVE] It's nice to have someone to help.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Can you try her one more time? Try her again. Here we go, here we go, here we go.
[AGENT][NEUTRAL] I sure can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, I'm back.
[AGENT][NEUTRAL] All right, I'm here.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Alright, call, call her on her phone again and she's she's waiting on you right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, bear with me just one moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is Miss [PII].
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Hi, this is [PII]. Um, do you mind verifying your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. Let me get Mr. [PII] on the line so he can give me permission to speak with you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, Mr. [PII], do you give me permission to speak to your wife, [PII] regarding your policy benefits or information?
[CUSTOMER][POSITIVE] Yes ma'am I do. I give you my permission.
[AGENT][POSITIVE] All right, she will have verbal permission for this call only and I'll be happy to talk to her.
[CUSTOMER][POSITIVE] OK, good deal.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] All right. Now he's got the policy at the house, so I'm kind of, I don't have anything to, to go over with you, so.
[AGENT][NEUTRAL] OK. So, how can I assist you, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, well, we need to file, um, a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for cancer. And, um, I have two different policy numbers. He's got them, but buddy, you still on the phone?
[CUSTOMER][NEUTRAL] Yeah, I got the the original policy number.
[CUSTOMER][NEUTRAL] The when I was speaking with somebody yesterday and they probably have notes in there, there's two different policy numbers um and Buddy can give you those, but um it, it's, she acted like the family coverage was not there anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, let me check that for you.
[CUSTOMER][NEUTRAL] OK, let me give you the original policy number it's uh.
[AGENT][NEUTRAL] I've got it pulled up, so.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, that was the old policy number. I've got it listed now, the, when you submit claims or anything?
[CUSTOMER][POSITIVE] Yeah. He's got it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it and it has same. hang on a minute buddy. OK. Yeah, it's a family on it, go ahead.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and it is family coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So and you would just always use the policy number, the 100521.
[CUSTOMER][NEUTRAL] Yeah, that's, yes.
[CUSTOMER][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] And so what we'll need is gonna be an
[AGENT][NEUTRAL] First of all, in order to release benefits, we will need the pathology report.
[CUSTOMER][NEUTRAL] And and I do have that.
[AGENT][NEUTRAL] Good. And then there is a cancer claim form on our AM public website or you can create an account on our portal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And everything can be obtained and submitted from that portal.
[CUSTOMER][NEUTRAL] OK, I might try to do that.
[AGENT][NEUTRAL] And that is at [PII]. Now you'll have to use Mr. Author's information. It is his policy and his name to create an account.
[CUSTOMER][NEUTRAL] OK, what was, what was the um the uh website, the um address?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Mhm. It's [PII], for to, to create an account, it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I believe.com. OK, good deal. I wrote that down. Alrighty.
[AGENT][NEUTRAL] And then so we'll need that claim form and the biopsy report indicating a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if there's any treatments such as chemo or if, if you've got the policy, read through that and see, you know, what's covered.
[AGENT][NEUTRAL] And we'll need to itemize bills with all the charges listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And from the providers, from the doctors or hospital, whomever it may be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the the itemized bill, you don't need uh EOBs from anybody, do you?
[AGENT][NEUTRAL] Um, let's see, you're in [PII].
[AGENT][NEUTRAL] If you have those COBs for treatment.
[CUSTOMER][NEUTRAL] All it would be would be for the procedure.
[AGENT][NEUTRAL] For the procedure? No, ma'am. We don't need that EOB.
[CUSTOMER][NEUTRAL] OK, just the just the bill.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty I will get that out for you.
[AGENT][NEUTRAL] And I have updated the address on the account.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] To the [PII] address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we have updated the Mr. [PII]'s email and the phone number.
[CUSTOMER][NEUTRAL] Yeah, OK, show meal.
[AGENT][NEUTRAL] So all that should be current. Mhm.
[CUSTOMER][NEUTRAL] Yeah. And, and I am, I am on the policy also correct?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It is family coverage. We don't have your information, they will add that once we receive a claim, but it is family coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought. Now, family, now my children are grown. Is it still include them or not?
[AGENT][NEUTRAL] Well, the coverage is for family and but because they're, they're probably um
[AGENT][NEUTRAL] Over the age limit to have coverage.
[CUSTOMER][NEUTRAL] Probably what what's that age limit?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. Oh yeah, they're all over [PII]. 0 yeah.
[AGENT][NEUTRAL] I'm right there with y'all, so I'm like, yeah, they, they probably would.
[CUSTOMER][NEUTRAL] Belie believe me, they're, they're, yeah, believe me.
[CUSTOMER][POSITIVE] Thank goodness.
[AGENT][NEUTRAL] I know what you mean.
[AGENT][NEUTRAL] Except I still have one living with me paying back student loans.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Oh goodness, oh goodness.
[AGENT][POSITIVE] But that's OK, you know, we gotta help each other. We help each other anyway.
[CUSTOMER][POSITIVE] That's right. That's right. That's right, yeah, that's exactly right, yeah.
[AGENT][NEUTRAL] She's got her master's and she's still, she'll be paying on that thing for a while.
[CUSTOMER][POSITIVE] Oh, I bet. Wow, yeah, but she got a good, she got a good education though that's the main thing.
[AGENT][POSITIVE] She does have a good education and they can't take that away from her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's right that's exactly, yeah.
[AGENT][POSITIVE] She's got a good soul. It's, it's prepared and ready for whatever comes and a good education. She's good to go.
[CUSTOMER][NEUTRAL] There you go. All right, all right, [PII], is there anything else you need, [PII]?
[CUSTOMER][NEUTRAL] I don't think so that that tells me what I needed to know. We just, they had told me that you, they needed to talk to you, buddy so they, so that's um.
[AGENT][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] And once you're listed on the policy, once your name is actually in, you know, we have a claim for you and your name is listed in the policy, then um we would not have to have permission per call.
[CUSTOMER][NEUTRAL] So that's the only.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So once I submit the claim you don't have to have any more um.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] OK, OK, good deal. OK.
[AGENT][NEUTRAL] And then you can check everything online. You can submit the claim online. The, the claim form is there. You'll also have a an option for direct deposit for benefits to go directly to Mr. [PII]'s.
[AGENT][NEUTRAL] Uh, bank account if you prefer that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah OK, yeah, definitely.
[AGENT][NEUTRAL] So all that is available online, but if you need anything along the way, give us a call if you have another question, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know what, let's see.
[AGENT][NEUTRAL] I'm gonna put in the notes because it's family coverage. I'm gonna go ahead and put your date of birth in the notes and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we don't have your name, you know, in the system that would be the only reason we would need.
[AGENT][NEUTRAL] Verbal permission.
[CUSTOMER][NEUTRAL] How and how do I, how do I get my name in the system?
[AGENT][NEUTRAL] So that will be once we receive that claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me, let me check with somebody real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't see anything on that claim form that referred to me.
[AGENT][NEUTRAL] So on the claim form, it's gonna have the um insured's information that's gonna be your husband, and then it'll have the claimant's name.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So you're gonna be the claimant.
[CUSTOMER][NEUTRAL] I'll be to claim it, OK, OK, I would have put him down for that too, so.
[AGENT][NEUTRAL] The claim.
[AGENT][NEUTRAL] Yeah, so you're if, if the, if whomever the benefits are being filed for.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just check one thing real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hey [PII]. Yeah, they, they, they had my, uh, I think my date of birth was wrong. It was she said it was probably like a like a mistake.
[AGENT][NEUTRAL] I've already, I've corrected that too.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] OK, good deal we got yeah that's right, we got.
[AGENT][NEUTRAL] I'm just checking if we can get that added.
[AGENT][NEUTRAL] So I'm trying to see if we can just kind of bypass a couple of things for you, make it easier.
[CUSTOMER][POSITIVE] OK, OK. Yeah, that would be great.
[CUSTOMER][POSITIVE] That would, that would be great.
[CUSTOMER][POSITIVE] But I just wanna make sure everybody that that [PII] can handle our our business or my business too she she's.
[CUSTOMER][NEUTRAL] Is more
[CUSTOMER][POSITIVE] You know she she handles everything with this stuff, yeah, more than him.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Now any policy changes would have to come from.
[AGENT][NEUTRAL] Your husband.
[AGENT][NEUTRAL] Because he's the policy holder, so any changes would need to come directly from him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Change of meaning.
[AGENT][NEUTRAL] Like, um,
[AGENT][NEUTRAL] Coverage type, um, let me check, see how this has been.
[AGENT][NEUTRAL] Banking information, all that would have to come from him.
[CUSTOMER][NEUTRAL] Banking info, OK.
[AGENT][NEUTRAL] Yeah, like the electronic funds information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Mhm. Yeah.
[AGENT][NEUTRAL] Let me check one other thing. I'm just trying to get this answer for you real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There we go, found someone that is available.
[AGENT][NEUTRAL] I'm seeing if we can go ahead and add you for the phone call.
[CUSTOMER][POSITIVE] OK. Yeah, yeah, that would be great, yeah.
[AGENT][NEUTRAL] Let's see what she says.
[AGENT][POSITIVE] If not, there may be another way that I can get them to add that so you don't have to worry about it. I'm, I'm gonna try every angle I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Well, the 3 way call sure did help, I'll tell you.
[AGENT][POSITIVE] Yeah, that does help. I was telling your husband, I used to have family that used to live in [PII].
[CUSTOMER][NEUTRAL] Really? Who, who was that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm trying to remember their last name, uh, [PII] maybe.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] He was a pastor. In fact, all of his boys are pastors [PII], that's what it was, was [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII], I'm not familiar. It doesn't ring a bell to me.
[AGENT][NEUTRAL] They've been gone for quite a while. There's [PII] and [PII], the, the ch[PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The wife's name was [PII], and the dad's name was [PII], and he was a pastor down there.
[CUSTOMER][NEUTRAL] Yeah, I don't didn't ring a bell to me a long time ago, yeah.
[AGENT][NEUTRAL] But it was a long time ago.
[AGENT][NEUTRAL] And I think wouldn't [PII] like [PII] from around there too? He's part family too, some somewhere down the line.
[AGENT][POSITIVE] But I remember going to visit him and it was a beautiful lake.
[CUSTOMER][POSITIVE] Yeah. Oh yes, gorgeous lake yeah it's peaceful and quiet.
[AGENT][NEUTRAL] I'm sure it's changed since I've been.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's a little more activity on there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] We're checking, hang on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's checking too, so we're trying to get it taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I apologize, I appreciate your patience.
[CUSTOMER][POSITIVE] No, that's fine I appreciate you checking for me. I, I, I, I was, I was happy and shocked that I got you right off the bat when I called.
[AGENT][POSITIVE] Oh, absolutely.
[AGENT][NEUTRAL] Were you?
[CUSTOMER][NEUTRAL] Yeah, usually, well, you know, usually you call a company and you, they put you in line. You got 2 or 3 calls ahead of, you know, ahead of you, you have to wait and wait and wait.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But it, it went right right to you, which is very convenient.
[AGENT][NEUTRAL] Yeah, we have our care team here and which is, you know, we.
[AGENT][NEUTRAL] Are the ones that answer the call and try to get first call resolution and all that for you and and then you know if we can't then we'll pass it along but we usually answer fairly quickly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, you, you, you did this morning, yeah.
[AGENT][POSITIVE] I think we're getting you added. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][POSITIVE] We're gonna get you added.
[CUSTOMER][POSITIVE] Good good.
[AGENT][NEUTRAL] So you will be on the policy.
[CUSTOMER][POSITIVE] OK, that make it easier for you, buddy. Yeah.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Yeah well I mean you could you could you can call and talk without me, right? Right, right.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And and give information without my consent or without my yeah without me being being there that's good yeah it should be, you know, and it's truly a family policy now for sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] So you should have that coverage and she'll get you added um the information was on the application so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] We've got it.
[AGENT][NEUTRAL] Um, Ms. [PII] and our customer service is going to get you added, Miss [PII]. We've got.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] All that information taken care of. We got the date of birth, the address updated, got a phone number, email, you should be able to create an account online.
[CUSTOMER][NEUTRAL] Can uh can you take her email too?
[CUSTOMER][NEUTRAL] [PII], can you give them your email too? Yeah, I can if they if they can put it on there. I'm not sure if they have a spot for that.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Yeah, it's just going to be his email because he's the policyholder I can put it in the notes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And I'll be happy to do that. What's that email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, I will add that in the notes. I don't have a place to put it in our.
[CUSTOMER][NEUTRAL] Yeah. OK. It any correspondence would still come to my email.
[AGENT][NEUTRAL] System
[AGENT][NEUTRAL] Right, it will.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK.
[CUSTOMER][NEUTRAL] I'll let her read them anyway.
[AGENT][POSITIVE] So I was telling Mr. [PII], he said, you were taking care of your brother. I said, you must be a special kind of angel.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah, I don't know about that, but she's, she's there for him all the time though, and, and for all of us for that matter.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] I was just fixing to say, I bet she is for everyone.
[CUSTOMER][POSITIVE] Yeah she is. Part of it, we take care of each other.
[AGENT][POSITIVE] That's right. That, and that's, that's exactly what we need to do. Everybody just needs to stop all this mess in the world and just start taking care of each other and helping.
[CUSTOMER][POSITIVE] Yeah, that's right, help your neighbor, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Forget all this other stuff. It's, it's doesn't matter anyway, does it? In the long run.
[CUSTOMER][NEUTRAL] Mm mm it does in the long run it does not. You're correct, so right.
[AGENT][NEUTRAL] All right. Well, is there anything else y'all can think of that I can help you with?
[CUSTOMER][NEUTRAL] No, I'll get started on this and um if I have any questions I know who to call.
[AGENT][POSITIVE] That's right, you just give us a call we're here to help you any way we can, OK?
[CUSTOMER][POSITIVE] OK great thank you so much for your help appreciate it.
[AGENT][POSITIVE] It's been my pleasure to assist you all this morning and I hope y'all have a lovely day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.