AccountId: 011433970860
ContactId: 05f815e3-7fcb-4f46-8d1a-c4960ba17709
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1212829 ms
Total Talk Time (AGENT): 651047 ms
Total Talk Time (CUSTOMER): 529783 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/05f815e3-7fcb-4f46-8d1a-c4960ba17709_20250516T20:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, we have a policy with y'all and I was needing my policy number. I have it here. I just can't locate it right this moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're just needing to get your policy number for your policy that you have with us. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can try and help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII]. It's for [PII] and [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And is the policy, are you the primary policy holder or Mr. [PII]?
[CUSTOMER][NEUTRAL] It may be him. I don't know. He's on other on mother's side.
[AGENT][NEUTRAL] What is his?
[AGENT][NEUTRAL] What's his full social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you did say the first three numbers were [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, it was
[CUSTOMER][NEUTRAL] Let's just a little about what you got.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and Miss [PII], I will have to verify several things with you first for security purposes. So if you could please verify, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mr. [PII]'s date of birth and your date of birth?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, his is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And mine, are you ready?
[AGENT][POSITIVE] Yes ma'am, I'm ready.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, thank you. Your home mailing address please?
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then the phone number that we would have on file, I'm assuming this is probably Mr. [PII]'s number, and I don't know if it's a mobile or a home number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well it
[CUSTOMER][NEUTRAL] Well, this may have been, uh, probably when we have, well we still have our landline. It's probably [PII].
[AGENT][NEUTRAL] No, ma'am. This one ends in a [PII].
[CUSTOMER][NEUTRAL] And that's not his mo, OK.
[AGENT][NEUTRAL] Yes, and that's
[CUSTOMER][NEUTRAL] Ends in a, 00, I bet you, OK, that's gonna be our we've had this policy for years. It's gonna be what was our old number is [PII] is that it?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, close, close.
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] What was that number? Gosh, we haven't had it in forever. I can't remember [PII].
[CUSTOMER][NEUTRAL] 39933. I don't.
[CUSTOMER][NEUTRAL] I don't know because we don't we haven't had that number I know which one you're talking about.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But I don't remember what we haven't had that no hold on just a sec, let me ask him if he remembers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and if.
[CUSTOMER][NEUTRAL] Bobo, do you remember what our phone number was at home, you know, our landline number of years ago.
[CUSTOMER][NEUTRAL] [PII], was it [PII]?
[AGENT][NEUTRAL] Yes ma'am, it is. Now, um, Miss [PII], that's all of the information I really need to verify, but in order to be able to update it, even though you're on the policy because it's in Mr. [PII]'s name, he's the only one that we could update information with.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Now, if he's able to get on the line, I'll be happy to update the phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is. He was on a, on Bobo, can you come over here?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you come over here and sit there? He can't hear now. You're probably gonna have to talk loud and repeat yourself. He's, uh, we're a lot older than we were back in the day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] Aren't we all, Ms. [PII], aren't we all?
[CUSTOMER][NEUTRAL] The only way she can uh give us any info it's gotta be through you, you gotta be on the line.
[CUSTOMER][NEUTRAL] OK, see you.
[AGENT][NEUTRAL] Hi, Mr. [PII]. Hi, Mr. [PII]. This is [PII]. How are you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh doing pretty fire doing pretty fire.
[AGENT][NEUTRAL] Good, good. Well, thank you for getting on the line with me. So the phone number that we have on file for you all is an old number, and I was explaining to Mrs. [PII] that because the policy is in your name as being the primary policy holder, we can only update or change information with you. So what phone number do we need to update this to?
[CUSTOMER][NEUTRAL] I'm saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, probably 6, my phone, OK, my cell. I'm, can you put more than one cell number?
[AGENT][NEUTRAL] Well, yes, I can actually put two phone numbers so I can put 1 is like your primary number where your home number had been, and then I can there we do have a space for a cell number so I can put 2 different phone numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This will be 2. Yeah, this will be 2 sale number[PII]
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So what's the first one?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Let's do my, I'm gonna do my wife's because she hears better than I can so like it's [PII] OK [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the other cell number?
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, I'm sorry, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now I'm gonna just call these back to make sure I heard correctly. So, Mrs. [PII]'s is [PII] and yours is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. And then lastly, um, we do not have an email address on file for you, Mr. [PII]. Do you use the internet very much?
[CUSTOMER][NEUTRAL] None, none at all, hardly.
[AGENT][NEUTRAL] OK, none. So I'm just gonna, that's fine. I'll just put no email. OK. Well, thank you very much for, um, getting on the line and us getting this information updated for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do I, what I need to do now then?
[AGENT][NEUTRAL] You can, I can get Ms. [PII] said she was calling to get a policy number, so I can provide her that. I just had to have you to update your information.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right, here she is.
[CUSTOMER][POSITIVE] OK, alright, well, here she is thank you.
[AGENT][POSITIVE] OK, well, and thank you.
[CUSTOMER][NEUTRAL] OK, when I call in, is there any way that I can call in and talk, or does it always have to be him?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, well, you can call, we can provide you information on the policy or, you know, um, the policy number. No, ma'am. Now, if you were wanting to get information on, say, something related to him, then yes. Or like just now how we updated the phone number, that would have to be him.
[CUSTOMER][NEUTRAL] I didn't know if you needed him to uh.
[AGENT][NEUTRAL] Because he is
[CUSTOMER][NEUTRAL] Well, can he not
[CUSTOMER][NEUTRAL] He can he not change that or put me on there?
[AGENT][NEUTRAL] No, not for changing information. No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, what would happen if he was if he was deceased and I needed to use this insurance?
[AGENT][NEUTRAL] At that, yes, ma'am. At that point, we would have to receive a copy of the death certificate, determine if it was a policy that you, you know, you could continue and there would be certain
[AGENT][NEUTRAL] Steps to go through for that.
[CUSTOMER][NEUTRAL] OK. Well, I, I would hope it would be a.
[AGENT][NEUTRAL] And then at that point it would be changed over into your name.
[CUSTOMER][NEGATIVE] I hope it's a policy. I hope that we had been paying on this for 40 years and it's not, it's not a good insurance.
[AGENT][NEUTRAL] No, it's not that. It's just that, but there would be proper steps that would have to be taken if Mr. [PII] were to pass away, the policy would then
[CUSTOMER][NEUTRAL] Well, he's, he, he had, so I mean he's alive right now.
[AGENT][NEUTRAL] Right. Right. Well, I hope so cause I just talked to him, so I certainly hope that was him.
[CUSTOMER][NEUTRAL] You did.
[CUSTOMER][NEUTRAL] It was.
[AGENT][NEUTRAL] So, um, the policy number though for this policy that you all have, are you ready? And I can give it to you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] It is 515.
[AGENT][NEUTRAL] 607.
[CUSTOMER][NEUTRAL] 515607
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, where is, do y'all have any agents in our in locally in our area or?
[AGENT][NEUTRAL] No ma'am because we no longer we no longer sell individual policies, everything that's offered by APL now is on a group employer level.
[CUSTOMER][NEUTRAL] Like we're at
[CUSTOMER][NEUTRAL] OK, what does that mean for us? Nothing, I mean.
[AGENT][NEUTRAL] No, ma'am. I mean, you have your policy this you've got this policy at a time that we did do individual policies and it's been active this policy.
[CUSTOMER][NEUTRAL] What's the date? Did you?
[AGENT][NEUTRAL] Mhm. This shows this policy, uh-huh, it became effective [PII].
[CUSTOMER][NEUTRAL] Can you see the date on the?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I thought we've had it longer than that, to be honest with you. It seems like it's been coming out a lot longer. Um, is it, uh, uh, well, how do I go about?
[CUSTOMER][NEUTRAL] Like if you, if you need to put a claim in, how do you go about doing that?
[AGENT][NEUTRAL] OK. So, for the diagnosis of cancer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So there is a claim form that's specific for cancer.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now, do you use the internet very much because we, it's on our website.
[CUSTOMER][NEUTRAL] I don't, but I can. I, we're older. I don't, but, you know, I, I'm sure I can get it done, uh, you know, online, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the easiest way, yes, ma'am, the easiest way would be to go online to print that form out. That would be the quickest way to get it. And page one of the claim form, Ms. [PII] has all of the instructions. There's a lot of bullet points on that first page of the claim form.
[CUSTOMER][NEUTRAL] I just have to
[AGENT][NEUTRAL] So you would just use that as a checklist.
[AGENT][NEUTRAL] For what all you have to get together to submit. Once you have all of your documents, then they can be either faxed to the fax number that's on the bottom of that page one of the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or they could be mailed to the PO box, but we cannot accept claims via email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right, um.
[CUSTOMER][NEUTRAL] OK. Does this policy, does it pay to the individual?
[AGENT][NEUTRAL] Uh-huh, it does, yes, ma'am.
[CUSTOMER][NEUTRAL] I thought it did most cancer pol polishes too. OK. All right, where did I go, what's the, uh, I mean, where I go to to get to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the website that you're gonna go to first is gonna be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK. Then when, when that page pulls up at the top, you're gonna see where it says claims and forms.
[CUSTOMER][NEUTRAL] And then what I did say I.
[AGENT][NEUTRAL] And you will just click and just click on that, those words.
[CUSTOMER][NEUTRAL] Claims and forms, OK.
[AGENT][NEUTRAL] And then you're just gonna scroll down the page.
[AGENT][NEUTRAL] You'll come quite a ways down and you're it's gonna start listing out different claim forms and they're in alphabetical order.
[AGENT][NEUTRAL] And the 3rd 1 listed says cancer claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And out to the right, Miss [PII], it says download form. It's a big blue button.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Says download form.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you would just click, uh huh you would just click on the word download form.
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that's what, OK, it's a blue button that says just click on it and it says what is it, what does it say?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The blue button says download form.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you, once you click that button, the cancer claim form is gonna open up. It's a total of 4 pages and again, the first page is all of the instructions.
[CUSTOMER][NEUTRAL] 4 pages and the first page is the instruct.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. And it does say instructions for the insured patient.
[AGENT][NEUTRAL] And at the bottom of that page is the phone is our phone number, a PO box, and our fax number.
[CUSTOMER][NEUTRAL] OK, uh what it is.
[CUSTOMER][NEUTRAL] OK, OK, now where is, where are y'all located out of?
[AGENT][NEUTRAL] Uh, the claims will be mailed to our corporate office in [PII].
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I just, you know, my husband was just, he was actually just diagnosed with cancers. That's why I'm asking. That's why we're needing all the uh. And I've got a policy. I just have to go and dig through my stuff, my stuff and find it. Um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sure, yes, ma'am.
[CUSTOMER][NEUTRAL] Because I I knew we'd had it a long time. Oh, OK. All right. So, so now I've just got to go on and, and print that out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Which I'll have to get one of my dogs.
[AGENT][POSITIVE] Yes, ma'am. That's gonna be the quickest way for you to get it. I mean, I can request that it be mailed, but that will take.
[AGENT][NEUTRAL] At least 10 business days for it to be received.
[CUSTOMER][NEUTRAL] Well, if I can't, if, if, if I can't get it, my daughter to do it then uh well she'll do it, but uh if I have any problems I'll call, I guess I'll call you back. Uh, what number is a good number?
[AGENT][NEUTRAL] Well, I can go ahead.
[AGENT][NEUTRAL] Yeah, I'll go ahead and just request a form to be mailed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that way, you know, you'll have that also. Again, it's, it's gonna take about probably 10 business days to receive it, but I will be more than happy to have that sent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, good deal.
[AGENT][NEUTRAL] OK. And then what I'm sorry, what did you ask me, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't know. I don't know what I have.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We, as you get older, you can't remember nothing. Uh, I don't know. Uh.
[AGENT][POSITIVE] I know that's right.
[CUSTOMER][NEUTRAL] Uh, let me see, I, I don't know what it was.
[CUSTOMER][NEUTRAL] Oh, I know.
[AGENT][NEUTRAL] Well, you said if your daughter wasn't able to get it, you would just call back. So I didn't, if I threw you off by saying I would go and mail it.
[CUSTOMER][NEUTRAL] Yeah, but she, she.
[CUSTOMER][NEUTRAL] She ought to be able, she's, she's pretty smart, and she can't. My son-in-law is actually a cancer uh surgeon, so he ought to be able to do, he can't. Um, but now his field is totally different than what my husband has, so he can't help us out there at all. Um.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh, I know what I was gonna ask you what what a good phone number would be to get back in touch with y'all if I needed.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So the phone number you would call is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes, ma'am. And I'm just gonna request that a couple of copies be sent to you.
[CUSTOMER][NEUTRAL] OK, alright, um, are you familiar with the insurance?
[CUSTOMER][NEUTRAL] Does it help you pay, does it help pay on the treatments?
[CUSTOMER][NEUTRAL] The like radiation and
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] I can pull your policy information up. Give me just a moment.
[CUSTOMER][NEUTRAL] OK, could you send me a copy of the policy?
[AGENT][NEUTRAL] Uh, I can request a copy of that mailed as well now it will come.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] Yes, ma'am, and it will come separately from your claim forms. They will not be in the same.
[CUSTOMER][NEUTRAL] I have got one, but I just, I would just have to go and dig through all my stuff and locate it but uh it this would be easier probably if I I could get one sent out but now I've got one if it's still.
[AGENT][NEUTRAL] Yes, ma'am, and actually,
[AGENT][NEUTRAL] Mm, yes, ma'am, cause it's gonna, I'm gonna have to request, I can't view your entire policy information because of the length of time that you have had it, but I will send a request to have a policy document built and mailed to you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That will have all of your information in it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But there is
[CUSTOMER][NEUTRAL] OK, like I said, I've got mine. I just would have to just go and, and dig through and find it, which I could, and I'm going to, but I thought maybe it might be good, but mine is the policy that we were given when we took it out.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so on this.
[CUSTOMER][NEUTRAL] I've not had a new one.
[AGENT][NEUTRAL] Oh, OK, on this policy that you all have with us, Ms. [PII], on this particular policy, and again, any information that's provided would be a verification of benefits and not a guarantee of payment. But for the primary policy holder, a first occurrence benefit is $1250 on this policy. Then there is a benefit for
[AGENT][NEUTRAL] Radiation and chemotherapy per calendar year.
[AGENT][NEUTRAL] And that is
[AGENT][NEUTRAL] Up to actual $10,000.
[CUSTOMER][NEUTRAL] OK, that's how it will pay up to.
[AGENT][NEUTRAL] Mhm. Per calendar year. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, my, I didn't have, I've not had no dealings with this. My sister, of course, she has cancer and she was telling me a little bit about what her policy does. Hs is better than mine, I think hers is without flat without flag, and which we should have changed a long time ago when we didn't have a, um, you know, like a sales representative in this area, but we just didn't, you know, these things you just don't think about you ever will need.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, yes, ma'am. I totally, I do know what you mean by that. I do. You don't, a lot of people even forget they have policies until they need them, you know, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right, well, uh, then I will, uh, I'm gonna go dig through and get try to find my other one, but you're gonna have one sent anyway, OK?
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna send a request to have them build a policy and, um, mail a copy to you. Yes, ma'am.
[CUSTOMER][POSITIVE] All right well thank you.
[AGENT][POSITIVE] Well, you're certainly very welcome. And is there anything else, Miss [PII], that I can help you with?
[CUSTOMER][NEUTRAL] Oh, that's all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a nice weekend and I hope everything goes well for Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.