AccountId: 011433970860
ContactId: f6a212d7-b143-4e69-bcbc-5d2f711d3366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2238340 ms
Total Talk Time (AGENT): 506478 ms
Total Talk Time (CUSTOMER): 1051570 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f6a212d7-b143-4e69-bcbc-5d2f711d3366_20241230T19:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, how you doing, [PII]? I, hey, I was just on the phone with somebody, uh, I was just on the, on the line, I guess, uh, the things got.
[CUSTOMER][NEGATIVE] Uh, it hung up or something like that. I don't know what's going on, but anyways, um, I was just calling, um, my name is [PII]. I was calling in regards to my insurance, um, trying to just trying to figure out what's going on with my premium and why, uh, my doctor can't take my insurance, that's all.
[AGENT][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK. And what's your policy number?
[CUSTOMER][NEUTRAL] Alright, yes ma'am it is.
[CUSTOMER][NEUTRAL] Uh, real quick 10.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 21,030
[AGENT][POSITIVE] And a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] 243 9.
[AGENT][NEUTRAL] OK, did you get that policy number from your ID card because it looks like it's too many numbers.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright, so I'm looking at the insurance card, um, insurance employee name [PII] coverage individual policy by er number. Alright, so yeah, I gave you the wrong one. I'm sorry, so policy number is 025.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 210.
[CUSTOMER][NEUTRAL] 30.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Let me pull that up. No worries.
[CUSTOMER][POSITIVE] Yeah sorry about that.
[AGENT][NEUTRAL] [PII], verify your date of birth and your mailing address for me. I mean your, your um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, your address.
[CUSTOMER][NEUTRAL] Yeah, yeah, yes ma'am, [PII], no you're good [PII] and [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alright, no problem, no problem.
[AGENT][NEUTRAL] And did you say you were just speaking with someone?
[CUSTOMER][NEUTRAL] Yes, and it just hung up. I don't know. I, yeah.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] OK, so you had a twofold question you said regarding your premiums and um why the
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] And you said why the provider is not accepting the card?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's it. So I called my insurance because I still got a bill of the full amount and I'm just trying to figure out why because I'm, uh, you know.
[CUSTOMER][NEUTRAL] Uh, my insure, uh, my, they, they've been taking the money out of my check.
[CUSTOMER][NEUTRAL] So I figured my insurance is back up, so.
[CUSTOMER][NEGATIVE] They said that they denied, they denied it. Well, I called my doctors and then and I asked why and they said my insurance said that they denied it because the pre I haven't paid my premium.
[AGENT][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Still looking?
[CUSTOMER][POSITIVE] Right, you're OK.
[CUSTOMER][POSITIVE] that's good.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Still checking, give me a moment.
[CUSTOMER][NEUTRAL] Are you OK?
[CUSTOMER][NEUTRAL] the trade.
[CUSTOMER][NEUTRAL] to take it.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Just bringing the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold, OK? I'll be right back with you.
[CUSTOMER][NEUTRAL] Yes, ma'am. Sure, sure.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Question for you.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] The policy number is 2,521,030.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am just checking to see if we have received any premiums for this group that have not been posted yet.
[CUSTOMER][NEUTRAL] Mm, everything that it has been received for the insured has been posted.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Just crazy and puts us in an awkward position. OK, I'd like to double check just to make sure. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for holding [PII]. Did you say that you've spoken with your employer?
[CUSTOMER][NEGATIVE] Uh, not my important, no, just, uh, you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my, this is the insurance that I got through my employer.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Do you
[AGENT][NEUTRAL] Is uh is it OK if I go ahead.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Go ahead, go ahead, go, no, because the thing is we're on a factory shutdown for 2 weeks. I don't know if that has anything to do with it. If I actually have to be working for it to be actually active is my only thing that I could think of.
[AGENT][NEUTRAL] When, when did it shut down?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] It shut down on the [PII]. No, no, no, I'm sorry, the [PII].
[AGENT][NEUTRAL] Of [PII]
[CUSTOMER][NEUTRAL] [PII] or the [PII].
[CUSTOMER][POSITIVE] Yes, this month, yes ma'am.
[AGENT][NEUTRAL] To current
[CUSTOMER][NEUTRAL] And we go back on, yeah, and we go back on the [PII].
[AGENT][NEUTRAL] On [PII]?
[CUSTOMER][NEUTRAL] No, no, no, no, we go back on [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] But it's been taking, uh, obviously I've, I've been saying that the insurance has been taking the money out of my check, so that's why I was like what.
[CUSTOMER][NEUTRAL] What's going on like that's how.
[AGENT][NEUTRAL] Up until that point, or even though the factory is shut down, premiums are being deducted from your account.
[CUSTOMER][NEUTRAL] Yeah, so the pre, yeah, the premium was deducted, yeah, from my account. I could, I could screenshot it and send it and show you guys if I have to.
[AGENT][NEUTRAL] Up, up, up, up through the December month?
[CUSTOMER][NEUTRAL] Yeah, the last check, yeah.
[AGENT][NEUTRAL] Which was what date?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um, I believe, well, that was for like 2, I think we worked 2 days that week and it was like 150 bucks, but some of that so that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got my last check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last Wednesday.
[CUSTOMER][NEUTRAL] So that was.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I'm not good with that I'm sorry, so like the the [PII] or the [PII] or something like that.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I already got my last check.
[CUSTOMER][NEUTRAL] But yeah,
[CUSTOMER][NEUTRAL] That's the only thing that I can think of.
[AGENT][NEUTRAL] So do you show premiums deducted for the month of November?
[CUSTOMER][NEUTRAL] Uh, no, but they said, they said as soon I called these people, I call, I'm sorry, I called you guys and they said as soon as the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] As soon as you start seeing.
[CUSTOMER][NEUTRAL] The money getting taken out of your check from the premiums then you're active. Yeah they said you gotta wait a couple weeks. So I obviously saw, I saw it was running. They were taking the money out of my account, I mean my check. So I was like, OK, cool, um, but I, I see my doctor only like monthly, so I guess it didn't fall when my, when I was actually working so I guess when they ran my insurance, I don't, they said that it didn't cover it because they' they didn't receive a premium payment from me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, how long have you been on the policy at Oro? What did you?
[CUSTOMER][NEUTRAL] But my thing is I'm, I'm a.
[AGENT][NEUTRAL] Since what month?
[CUSTOMER][NEUTRAL] Um, um, probably a month.
[AGENT][NEUTRAL] And were you effective back in August or?
[AGENT][NEUTRAL] When was your policy?
[CUSTOMER][NEGATIVE] I was, but the thing is I got let go. I got, I got let go and I got put back on. So I had to reactivate my insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got it. I got it, so.
[AGENT][NEUTRAL] Making sure I'm just understand you clearly, so, um, you will.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, it's very confusing. I'm so sorry. Like I, I, I've never been in a situation like this. Yeah.
[AGENT][NEUTRAL] No, no, no, I think I get it now you said something that, that, you know, so you, you were there up to October, you left and you came back as a new hire in December?
[CUSTOMER][NEUTRAL] Yes, not, not December, uh, hold on, no then I, I got hired back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm trying, I'm trying to give you uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The exact, I'm so sorry.
[AGENT][POSITIVE] You don't have to apologize. I understand it.
[CUSTOMER][NEUTRAL] Yeah, in September I got.
[CUSTOMER][NEUTRAL] I came back
[CUSTOMER][NEGATIVE] November, no, no, no, I'm so sorry. October, it was, it was October when I got hired back on October, yeah, September I didn't have a job, uh, for the whole month, they were, uh, I was out of the, I, I, we got, we got let go.
[AGENT][NEUTRAL] In September?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then they hired me back on a month later.
[AGENT][NEUTRAL] In October or
[CUSTOMER][NEUTRAL] Now granted, this is a, this is a job temp agency, so you see how that works, you know what I mean?
[AGENT][NEUTRAL] Right. Right. OK.
[AGENT][NEUTRAL] Alright, so you were working there then you got let go and then they you you rehire effective October or November.
[CUSTOMER][NEGATIVE] It's super confusing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] October, uh, I gotta pull my, I could send you screenshots of my MAE portal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and, and my check if I need to like I don't know what you need, what kind of information you need from me, but.
[AGENT][NEUTRAL] Yeah, no, and I was just asking because I just kinda wanted to get a timeline and that's why I was asking if if it had been deducted if you see it on your pay stub.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, I'm about to pull it out right now as a matter of fact, hold on, give me one, give me one second.
[AGENT][POSITIVE] OK. And you don't have to rush.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright, I'm pulling it up now. Good afternoon, [PII]. You all pay up, so you want my most, the, the, the, the most recent one, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, take it, take it back to when you were rehired.
[CUSTOMER][NEUTRAL] OK, all the way back to where I was rehired. OK, so we're gonna go 1110.
[CUSTOMER][NEUTRAL] For my 9.
[CUSTOMER][NEUTRAL] Let's go back.
[CUSTOMER][NEUTRAL] So yeah, so my alright so this is my last check from my last, for the first time I was working there was 726-24. So after 7:26, after that we, we were let go, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so my next, when I got hired back on my first check was on [PII].
[CUSTOMER][NEUTRAL] 24.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9:20, 9:27, 10:04.
[CUSTOMER][NEUTRAL] 11:15.
[CUSTOMER][NEUTRAL] 1122, [PII]:29, 1213, [PII], 1227 it was my last check.
[AGENT][NEUTRAL] And the dates that you just gave or the days that the your premiums were reduct deducted?
[CUSTOMER][NEUTRAL] Alright, and let me look that up too, as a matter of fact. Alright, so let me see when I, when my premium actually kicked in. Alright, so I'm gonna go back to my 27th.
[CUSTOMER][NEUTRAL] Alright, so regular.
[CUSTOMER][NEUTRAL] Uh you check.
[CUSTOMER][NEUTRAL] chances.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yep, so deductions, I do get deduct alright, so medical 2786. Alright, so that was, so that was.
[CUSTOMER][NEUTRAL] So it was taken out of that one. So BIC dental EE BIC health EE. OK, so d for 927 when it kicked in. Alright, I'm gonna go back one more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and see if that was actually one actually.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you know, and that's a 9:20 on here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] This is the weirdest thing ever because they're saying that it's taken.
[CUSTOMER][NEUTRAL] It's taking medical out of my check.
[CUSTOMER][NEUTRAL] Even though I wasn't active then.
[CUSTOMER][NEUTRAL] So it's, oh, it's been taken out of my check the whole time.
[CUSTOMER][NEUTRAL] Hold on, [PII]. Give me a second baby, OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So yeah, uh, all my checks have
[CUSTOMER][NEUTRAL] Have the deduction on there?
[CUSTOMER][NEUTRAL] Oh actually no data, no, no. So 11 shows done. OK, I'm sorry.
[CUSTOMER][NEGATIVE] Um, this is very confusing.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Cause I got some, you see what I'm saying I.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] Deductions. Yeah, same, yeah, I wasn't active 11:10, 11 6. OK, see, I see where.
[CUSTOMER][NEUTRAL] I'm I'm not active 1116 1110. Alright, let's see when it acts.
[AGENT][NEGATIVE] You OK, you're cutting away when you're giving me the dates. It's saying that you were, you're not active on what dates?
[CUSTOMER][NEUTRAL] And the pay, the paycheck on [PII]:15, I wasn't active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm looking at the 11:22, yeah, 11:22. I'm not active.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We see 11:29.
[CUSTOMER][NEUTRAL] I'm not active. 11:29.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking at 12:13.
[CUSTOMER][NEUTRAL] Alright, 12:13. I'm back after.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So kick back on.
[CUSTOMER][NEUTRAL] [PII]:13.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Yeah, from
[AGENT][NEUTRAL] And so,
[CUSTOMER][NEUTRAL] On [PII]
[AGENT][NEUTRAL] What about the month of October? Were you active then or not active?
[CUSTOMER][NEUTRAL] Um, about to look right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] October.
[CUSTOMER][POSITIVE] October it's like free style.
[CUSTOMER][NEUTRAL] Yeah, I was in October I was.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEGATIVE] It was like, but that was a damn.
[CUSTOMER][NEUTRAL] You know what it is?
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] So from [PII] 24.
[CUSTOMER][NEUTRAL] My next check wasn't until [PII] 24, so.
[CUSTOMER][NEUTRAL] Maybe that's when, that was my.
[CUSTOMER][NEUTRAL] That's when I came back.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] Jojo, stop, please.
[AGENT][NEUTRAL] OK, so you said that you were not active [PII], week of [PII], and then the week of [PII], is that correct?
[CUSTOMER][NEUTRAL] Does the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the pay period of [PII] to 28.
[CUSTOMER][NEUTRAL] Was my, yeah.
[CUSTOMER][NEUTRAL] With my last active.
[AGENT][NEUTRAL] And so what about the month of October? Were you not active in October?
[CUSTOMER][NEUTRAL] So we let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was.
[CUSTOMER][NEUTRAL] Yes ma'am, I was, uh, from [PII] my check.
[CUSTOMER][NEUTRAL] I was active.
[AGENT][NEUTRAL] Through [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Continue up through [PII] though let me make sure.
[CUSTOMER][NEUTRAL] A [PII] check.
[CUSTOMER][NEUTRAL] I was active.
[CUSTOMER][NEUTRAL] OK, [PII], one second baby.
[AGENT][NEUTRAL] Is that your is [PII] your son?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, it's my daughter, it's my daughter.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, she's cold, uh, she got glue, well, slime in her hair.
[CUSTOMER][NEUTRAL] So I had to get all that out.
[CUSTOMER][NEUTRAL] We had to take a shower. We had to take a shower. Alright, uh, did you, alright, so the check.
[CUSTOMER][NEUTRAL] Uh, [PII], um, I was active.
[AGENT][NEUTRAL] OK, for some reason your, your voice is getting lighter.
[AGENT][NEUTRAL] It's like your mouth is away and I can't hear you. There you go.
[CUSTOMER][NEUTRAL] From [PII], I, I'm sorry. Yes, ma'am. Um, so, yeah, I'm sorry about that. From [PII], I was active.
[CUSTOMER][NEUTRAL] Go close that door baby.
[AGENT][NEUTRAL] And what about the month of October? Were you active or not active?
[CUSTOMER][POSITIVE] Yes, I was active, yup. Because every, every check that I saw from October I was active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So from what date to what date in October?
[AGENT][NEUTRAL] It was the [PII].
[CUSTOMER][POSITIVE] Yeah, from the [PII], yes ma'am.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], you have to be quiet, please.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] So you were active up until the [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] All the way to the
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Checking my September.
[CUSTOMER][NEUTRAL] I'm just trying to make sure I'm giving you the correct.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] I'm active.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm active.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So active all the way.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I would like to always to 10.
[CUSTOMER][NEUTRAL] 424.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh, from
[AGENT][NEUTRAL] He was active through 1024 24?
[CUSTOMER][NEUTRAL] Yes, I was like all went to 1024 24, 104 24, and then when I get when I came back.
[AGENT][NEUTRAL] OK, wait a minute. Wait a minute, [PII]. Is it 104 or 10:24?
[CUSTOMER][NEUTRAL] It's 104
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] 104, 24. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] And 4, that's funny.
[AGENT][NEUTRAL] And then, so from 10 5.
[AGENT][NEUTRAL] Through
[CUSTOMER][NEUTRAL] 11
[AGENT][NEUTRAL] What happened?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, yeah, from 104 to 11:15, that's when it ended.
[AGENT][NEUTRAL] OK, you went away.
[CUSTOMER][NEUTRAL] Yeah, I went away, yeah, so when I started getting paid again.
[AGENT][NEUTRAL] From 10, from
[AGENT][NEUTRAL] So from 104 through.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, yes, are you asking me, uh, are, are you asking me where when it started and when it ended? Are you asking me when it.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so you said it ended, it ended or it was active up until 104 of 24. Did I hear that right?
[CUSTOMER][NEUTRAL] 104 is what.
[CUSTOMER][NEUTRAL] Yeah, so it ended, yeah, so that was it. So obviously after that I didn't have a job all the way until [PII], uh, when I, when I actually came back to work.
[AGENT][NEUTRAL] OK, I can't hear you again.
[AGENT][NEUTRAL] So what happened after 104?
[CUSTOMER][NEUTRAL] I was, uh, that was my last check.
[AGENT][NEUTRAL] OK, because you weren't working?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Yes, cause I wasn't working. I was let go.
[AGENT][NEUTRAL] OK, so then that would have been 105 through what day?
[CUSTOMER][NEUTRAL] Through 11, let me make sure I give you the right number on this. When I started working again my pay period was 113. That's when I started working again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go from
[CUSTOMER][NEUTRAL] But on those checks the.
[CUSTOMER][NEUTRAL] Uh, the, the 113 through.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1213 is when it cut back on.
[CUSTOMER][NEUTRAL] So, uh, the whole month of
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] November
[CUSTOMER][NEUTRAL] I didn't have any insurance. December is when it cut back off.
[AGENT][NEUTRAL] You did or did not?
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] OK, the month of November.
[CUSTOMER][NEUTRAL] In November I had no insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so
[AGENT][NEUTRAL] The claims that we have for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I see. No 2 November dates of service.
[AGENT][NEUTRAL] And that matches up to what you just said that that you didn't have any active coverage during that month.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then no coverage. You said you had active coverage up to [PII].
[AGENT][NEUTRAL] And so does that mean that after [PII], so beginning [PII] for 5 to current up through.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Yeah, so, so basically it's just been a month and no insurance, yeah, that's it, but all the way through then every, every other check that I had.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] I was, I was, I, I had money taken out of my check from the insurance from you guys.
[AGENT][NEUTRAL] OK, so you have money taken out of your check on [PII], for the month of October?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's see, I'll pull it up right now.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, so my [PII], yes, I had, yeah.
[CUSTOMER][NEUTRAL] I have money taken out.
[AGENT][NEUTRAL] What which period?
[CUSTOMER][NEUTRAL] I believe that was my last, that was the last check that I had for that.
[CUSTOMER][NEUTRAL] For for [PII]?
[CUSTOMER][NEUTRAL] That was the last check that I got and that was some.
[AGENT][NEUTRAL] That was the last check you received from for no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Specifically the month of October.
[CUSTOMER][NEGATIVE] No, nothing in October, no, ma'am, no.
[AGENT][NEUTRAL] You didn't have active coverage in October?
[CUSTOMER][NEUTRAL] Is is it
[CUSTOMER][NEUTRAL] Yeah, so there's
[CUSTOMER][NEUTRAL] Now, the check that I got was received in October.
[CUSTOMER][NEUTRAL] And then everything was taken out in October, but that was my last check and that was the last one I got, and that was the [PII], but after that, that was it.
[AGENT][NEUTRAL] OK, so from [PII], you did not have, you were not active?
[CUSTOMER][NEUTRAL] No, ma'am, I guess not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that's, that's how it goes as soon as.
[CUSTOMER][NEGATIVE] Um, we're let go, we lose all insurance.
[CUSTOMER][NEUTRAL] That that's how it works or?
[AGENT][NEUTRAL] You went away again. I can barely hear you.
[CUSTOMER][NEUTRAL] There's no grace period or anything?
[CUSTOMER][NEUTRAL] I said there's no grace period. I'm just trying to figure out.
[CUSTOMER][NEUTRAL] When you get let go of a job like this, as soon as you get let go, your insurance gets uh gets.
[CUSTOMER][NEUTRAL] Knocked out or?
[AGENT][NEUTRAL] So I'll explain it this way, if you got let go and you weren't working like for the October month and the November month if we receive claims for dates of service.
[AGENT][NEUTRAL] You know, during those times if no no premiums were deducted they're not gonna be covered but the claims are not gonna be covered and that that appears what's happened.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because the only claims that I'm showing for you is October and November.
[CUSTOMER][NEUTRAL] But those, but then, alright, so then I have to show proof that I got seen before that?
[CUSTOMER][NEUTRAL] They actually because then I would have to pull up my actual doctor dates of when I've actually seen the doctor and when I was billed, correct?
[AGENT][NEUTRAL] No, no, no, it's not a matter if you were treated, no, it's not a matter if you were treated, it's a matter of whether or not you were active or not active with your employer during that time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That make sense?
[CUSTOMER][POSITIVE] Right, no, no, that makes complete sense.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this the so this doctor's appointment that I'm gonna have on Friday is gonna be covered by you guys, right? Because I'm.
[AGENT][NEUTRAL] Cause you're active now.
[CUSTOMER][NEUTRAL] I'm active
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, if I pay.
[CUSTOMER][POSITIVE] If I pay what I have to pay off then they'll be able to bill you guys and I'd be active.
[AGENT][NEUTRAL] Correct, cause your policy will be active, yes, and premiums received. If you're active then they're, they're deducting premiums from your December checks.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK, alright, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the next step is to pay what I have to pay for November and October by myself because obviously I wasn't active then, right?
[AGENT][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] OK, and then, so yeah, no, that's OK then I'm just trying to figure it out because I get, you know.
[AGENT][NEGATIVE] Unfortunately.
[CUSTOMER][POSITIVE] You know, get that knocked out so we could.
[CUSTOMER][NEUTRAL] Get this up and going alright, so, so what do we do now? So I pay what I have to pay and they call you guys to actually.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, get everything going with the insurance for this Friday, correct?
[AGENT][NEUTRAL] Say that again, [PII].
[CUSTOMER][NEUTRAL] No, um, so the, so the next steps is after I pay it.
[CUSTOMER][NEUTRAL] They're going to call you guys to confirm my insurance obviously we um I'm active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This month, so.
[CUSTOMER][POSITIVE] It'll be taken out, right? So I should be good, correct?
[AGENT][NEUTRAL] OK, so we, so, so when a provider call our position is to provide benefits and we will, we'll provide the benefits, but as far as the premium is, I'm sorry?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Yeah I was gonna say and so as long as you're active there should not be any any concerns.
[CUSTOMER][NEUTRAL] Right, so am I, I mean, I'm active, right?
[AGENT][NEUTRAL] Yes, you are.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] And so when your provider call we'll just verify your benefits they'll tell us what type of service and we can verify benefits.
[CUSTOMER][NEUTRAL] Making sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, alright, that's all I needed to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you for your time. I really appreciate, I appreciate your patience.
[AGENT][POSITIVE] Oh, you're welcome. You're welcome. It's always good to kind of talk through some things sometimes.
[CUSTOMER][NEUTRAL] Alright, well you haven't.
[CUSTOMER][NEUTRAL] Yeah, no, no, you ain't lying about that. Oh Lord. All right, well, you take care, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Did you have any other questions?
[CUSTOMER][POSITIVE] No, that, that's it. So moving forward I just need to call you, um, call my doctor back, see what I do to go ahead and get that nailed down so we can make the next steps with, you know, getting, get, getting them in touch with you guys so I could.
[AGENT][NEUTRAL] You mean your Decem your December doctor's appointment?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][POSITIVE] Right, the one, yeah, this one is coming.
[AGENT][NEUTRAL] Yeah, they can call us to verify when is your appointment?
[CUSTOMER][NEUTRAL] It's all Friday.
[AGENT][NEUTRAL] OK, we're already at the end of the that's gonna be in January.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] We're already at [PII], [PII].
[AGENT][NEUTRAL] Friday is going to be.
[CUSTOMER][NEGATIVE] I mean, I, and she didn't have any open, but the thing is that, that wasn't my fault because she didn't have any openings, obviously it's [PII] time, so I couldn't go see her. I was having problems with this month and oh my God.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] What do I do?
[CUSTOMER][NEUTRAL] So there's no way, no.
[AGENT][NEUTRAL] No, no, no, no. I'm not saying you can't have the appointment. No, that's not what I'm saying. I was just, um, I was just just saying you, you said that you're gonna go, your appointment is this month. Then you said it was Friday and I'm like, Friday.
[CUSTOMER][NEUTRAL] Well, and I keep, yeah, yeah, you're right, that, that's right. But you're absolutely right, but I just did.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's all I was saying. I didn't, I wasn't insinuating anything else.
[CUSTOMER][NEGATIVE] OK, but I'm scared because they're not gonna accept my then they're not gonna accept my uh my insurance, are they?
[AGENT][NEUTRAL] Well, your your policy is active, so when they call, we'll verify your benefits because it's active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, my, my heart dropped. That's so, oh.
[AGENT][NEUTRAL] I didn't mean to confuse you.
[CUSTOMER][NEUTRAL] Girl, don't do that.
[AGENT][POSITIVE] You know, it was just actually when you said you're going this month and then Friday and I'm like, wait a minute, Friday is the new is January. Yeah, so I didn't mean anything by that. That was just kind of a funny cause the year has gone by like literally fast. We're already in almost [PII]. 24 went by extremely fast.
[CUSTOMER][POSITIVE] Uh-huh. [PII], you're right.
[CUSTOMER][POSITIVE] You're absolutely right about that.
[CUSTOMER][NEUTRAL] I know, yeah, you can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It sure did. You ain't lying about that.
[AGENT][NEUTRAL] I think the older I get, the faster it goes, you know, from January to December when I was a kid, it looked like, it seemed like it was forever to get through the year. Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lifetime, right?
[AGENT][NEUTRAL] So that's all, that's all I was, that's all I meant.
[CUSTOMER][POSITIVE] OK, OK, OK, OK, alright, thank you the [PII]. Alright, so let me go ahead and get this handled and, um, and I definitely would definitely be in uh contact, but I appreciate it. What's your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] First initial of my last name is [PII]
[CUSTOMER][POSITIVE] Miss [PII], it was a pleasure. You were very, you were very helpful. Uh, I ain't gonna lie to you the last couple of times I've, I've called the people that I've talked to, they're not there, I don't know, they didn't really have a lot of patience. I'm not saying they're bad people, but you, you're really good at your job is what I'm saying. So I thank you so much. I appreciate it. No problem. No, thank you for real. And um yeah, thank you so much. You have a good day, OK?
[AGENT][POSITIVE] Oh, well, thank you for that, [PII]. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, you too, and thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, you too, bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.