AccountId: 011433970860
ContactId: 07d9ccb0-45ac-41c6-aff7-d1c1d54d09eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1319709 ms
Total Talk Time (AGENT): 632685 ms
Total Talk Time (CUSTOMER): 545645 ms
Interruptions: 25
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/07d9ccb0-45ac-41c6-aff7-d1c1d54d09eb_20250206T18:10_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], my name's [PII], and I'm calling from a broker's office and first I've got to say that you guys have the best weight music ever. Nobody ever gets to claim nobody ever gets to claim that.
[AGENT][POSITIVE] Oh well, thank you.
[AGENT][POSITIVE] Oh, that's for sure. Well, thank you.
[CUSTOMER][NEUTRAL] I didn't get to hear it very long too, so I wasn't on, I wasn't on hold yeah. Usually, it's, it's, it's the worst music ever. And it was, I was like, oh, that's good. Anyway, um,
[AGENT][MIXED] I've experienced things when I call places that yes, it was kind of awful and painful to um to endure. So thank you for the compliment.
[CUSTOMER][NEGATIVE] You're welcome. I, we had one that was so bad. I recorded it for my husband to hear. I'm like, no, you, you, he's like, you're exaggerating. I'm like, I'm gonna record it. I want you to hear it and he's like, he's like, that's not real. You're making that up. And I'm like, I'm not.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh, that's too funny. That's too funny. Well, how can I help you today? Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, circling back, OK.
[CUSTOMER][NEUTRAL] OK, calling about one of our groups and so let's see here I guess start off with our um group number is that the best way?
[AGENT][NEUTRAL] Well, you can, um, first off, give me the correct spelling of your name to make sure I get that correct.
[CUSTOMER][NEUTRAL] You tell me
[CUSTOMER][NEUTRAL] There we go. OK, it's [PII]. Last name is [PII], and we're American Bank, yeah, American Bank of Oklahoma.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] OK, and your
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] That's the that's our office.
[AGENT][NEUTRAL] OK, thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] and if you have a different number that is because we got a new phone number last week.
[AGENT][NEUTRAL] OK, um, all right, so have you all sent in to have that updated?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK. All right. And you pronounce your first name [PII]. Is that correct?
[CUSTOMER][POSITIVE] I do, yes.
[AGENT][NEUTRAL] OK, thank you. Just wanted to make sure I wasn't mispronouncing it either and then what is the group number that you're calling about?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so give me just a moment to get the group's information pulled up. Once I do, I will have to verify some things with you first for security, so just a moment please.
[AGENT][NEUTRAL] OK, and [PII], who's the agent for this group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your email address?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, so how can I help you today?
[CUSTOMER][NEUTRAL] OK, kind of got a little tricky situation because I reached out to APL by email um this group is needing to add another um admin for portal access and so we got the reply saying that we but we can't do it um I think they meant the group could like add another member via the portal well the problem is I think they've only got one person on there now.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And we can't see who's there um but the tricky situation is they don't want that person knowing that they're adding another person because I think they're gonna be letting that person go soon.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We just didn't know if there was another way to get them added.
[AGENT][NEUTRAL] Oh, that's, I've never been asked this before, [PII], to be honest with you. So hold on just I've never in all of my years, I've not been asked this question.
[CUSTOMER][NEUTRAL] Right, yeah, we don't like, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well hey if if you want the the weird ones you can count on us.
[AGENT][NEUTRAL] OK, so let's, um, hm.
[CUSTOMER][NEUTRAL] Yeah, [PII] is the current.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Contact
[CUSTOMER][NEUTRAL] And she needs to remain on there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, let me think about this one for just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who are they wanting to add? because there's.
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Her name's, yeah, I, yeah I do because I and it's her name is [PII].
[CUSTOMER][NEUTRAL] [PII] and I can spell all that out for you because it's [PII]
[AGENT][NEUTRAL] Is it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] [PII], just the way it sounds.
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] OK. And then [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, um.
[AGENT][NEUTRAL] Because there is a.
[AGENT][NEUTRAL] It shows that there's a person by the name of [PII] that's pending active.
[CUSTOMER][NEUTRAL] That's what I was wanting to.
[CUSTOMER][NEUTRAL] Uh huh, because she probably, yes, she's the county clerk and and yeah and she probably never set it up and I would that was the other thing I was wanting to find out is if there was somebody else listed and if she was can we send since she was.
[AGENT][NEUTRAL] But she's only showing pendent because yeah she's the only one I mean she's just listed as pending active but yes we do show [PII] as being the primary person for the group who would assign additional users to the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Now, I can try and connect you with someone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In our billing department.
[AGENT][NEUTRAL] To see if they could provide some additional information on what could possibly be done to my knowledge, you know, [PII] would be the one.
[AGENT][NEUTRAL] That would have to grant access in the portal.
[CUSTOMER][NEUTRAL] OK, let me, yeah, let me ask you this what do you do in a situation where let's just say.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They they terminated her tomorrow and they didn't like have access to her username passwords and all of that and so they couldn't go into the sys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We would have to have an email, we would have to receive an email stating that.
[AGENT][NEUTRAL] And that there would, mhm, and that's why billing does a lot on the admin side with the online service center, John, so they may can give you a little more information than I can about how that would actually work.
[CUSTOMER][NEUTRAL] From the group
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] Um, since it was set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Under, you know, [PII]'s information.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Because I don't wanna tell you wrong about this. Mhm. I just want to.
[CUSTOMER][NEUTRAL] Well, I tell you what, before we do billing, right, no, I totally understand. I told [PII] that I would call and just find out what I could, what I could, you know, see and just see if it could be done on your end, but I think I'm gonna go back to him and let him talk to [PII] about it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, Lord [PII].
[CUSTOMER][NEUTRAL] And see how they wanna
[AGENT][NEUTRAL] Are you talking about [PII], yeah.
[CUSTOMER][POSITIVE] Yes and see how they wanna.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh, [PII], OK. I'm sorry. The one that's pending active.
[CUSTOMER][NEUTRAL] She's the, she's the.
[CUSTOMER][NEUTRAL] Yes, she's the county clerk, their boss and um see how she wants to proceed um because she's the one that wants [PII] added.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because we encountered this with Blue Cross too because they want everything done through the portal [PII] is the only one who has access.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, so give me one sec let me just.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yeah, because I started to say if she was.
[AGENT][NEUTRAL] And you said that she's a county clerk. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I said, do you mind letting me just place you on.
[CUSTOMER][POSITIVE] No, I don't mind at all. If you're willing to help me out a second, sure.
[AGENT][NEUTRAL] A brief hold. I just.
[AGENT][POSITIVE] I will, I'm willing to try and see if I can help you out on this, um.
[CUSTOMER][NEUTRAL] Whatever, if you're willing to help, yeah, whatever you can do.
[AGENT][NEUTRAL] Yeah, so if you don't mind holding on, I'm gonna place you on hold.
[CUSTOMER][NEUTRAL] I don't mind, I do not mind at all. No.
[AGENT][POSITIVE] OK, perfect. OK, you can listen to some good music. Is that why you really wanna hold on, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'll listen to the.
[AGENT][POSITIVE] You just wanna listen to some good music.
[CUSTOMER][POSITIVE] It is, you know me. I, I love, I love some jazz, yes, I do.
[AGENT][NEUTRAL] Oh, OK. Well, I'm fixing to let you do that for just a minute or 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Yeah I'm not doing this.
[AGENT][NEUTRAL] I'm not, I'm not doing this.
[AGENT][NEGATIVE] Fuck that.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII]. How are you? I'm sorry to have to call and bother you, but I posted a question in my chat and I haven't gotten a response, and I don't want to keep this person on hold for forever. OK, so I've got a broker's office on the line.
[CUSTOMER][POSITIVE] Hey good how are you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEGATIVE] And there is an issue within the group.
[AGENT][NEUTRAL] OK. The admin that's listed as the primary point of contact.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know what the circumstance is, but
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Uh, it sounds like they may be letting her go, so they're wanting to add another authorized user.
[AGENT][NEGATIVE] And without for the group level, at the group level, not at the broker, mhm, without the current admin having to add them.
[CUSTOMER][NEUTRAL] For for the uh so it's at the at the group level.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh, I mean, hm, what's this group, what's the group? Hang on, I need to look at this.
[AGENT][NEUTRAL] 24542
[CUSTOMER][NEUTRAL] 24542 let me write that down. Hang on just a second.
[CUSTOMER][NEUTRAL] 24542.
[CUSTOMER][NEUTRAL] Wagner County. OK, hang on just one second. So we have the group contractors [PII].
[AGENT][NEUTRAL] Yeah, and I think, yeah, and they, there's somebody pending by the name of [PII]. He's actually the county clerk.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And and [PII] is warning someone else by the name of [PII] added.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But she doesn't want, well, not, she's still there for the moment. Mhm, she's still there for now. Anyway.
[CUSTOMER][NEUTRAL] So is she replaced
[CUSTOMER][NEUTRAL] Is [PII] still the group contact?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I probably wouldn't do anything over the phone. I would tell them that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I would probably ask them to email the information stating that you know they want us to remove.
[AGENT][NEUTRAL] And we can add, and billing, can I, OK.
[CUSTOMER][NEUTRAL] Yeah, asking them to that they're wanting to move for me or [PII], so is this lady from the employer?
[AGENT][NEGATIVE] They don't want to remove. They just want to.
[CUSTOMER][NEUTRAL] They want the other person to have access.
[CUSTOMER][NEUTRAL] I don't know, this is tricky because I get.
[AGENT][NEUTRAL] Yeah, yeah, it's tricky. Mhm, mhm. OK, so.
[CUSTOMER][NEUTRAL] So the lady that you're talking to, she's with the employer?
[AGENT][NEUTRAL] She's with the agent broker, [PII], mhm.
[CUSTOMER][NEUTRAL] Oh, she's the broker's office. OK, yeah, yeah, yeah, yeah, because they can't give access to the group level because that's from the group contact.
[CUSTOMER][NEUTRAL] Right, because we have then we have to get the group contact permission like the employer group's permission to even add anybody to it?
[AGENT][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so yeah, so I don't think we can go around that. So I think um.
[CUSTOMER][NEUTRAL] Hang on, gosh, I've not had this one before. OK, so, so I think they need to send us an email asking, so it's the agent's office asking for us to add a different person at the employer group to the OSC.
[AGENT][NEUTRAL] Me either.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What
[AGENT][NEGATIVE] I got 2. I hate, I hate, I hate, let me just vent for a second. I hate teams chat. I hate teams chat.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I know, yeah, I know.
[AGENT][NEGATIVE] Hay it, hate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause like if an admin, OK.
[AGENT][NEUTRAL] Well, somebody in our billing department says we can add them, but I think anyone else with an account will be able to view all you viewer, well, yeah, group billing can do that with getting the primary contact to do it to let me just see what they have to say since they work a lot.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The Wey [PII] so she's on there.
[AGENT][NEUTRAL] Yeah, but that's the one, so I think [PII] is the county clerk and so she's pending. It shows she's pending out there, but she wouldn't be able to add anyway, I don't think. I think I had to have been done by [PII].
[CUSTOMER][NEUTRAL] My [PII] that's on there. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, whoever, because it depends on their access level so if you go.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Let's see, hang on, hang on.
[AGENT][NEUTRAL] OK, and then one other thing, so like for example if [PII] hypothetically was the only person listed currently in the OSC there were no authorized users and she left all they would do would still be to send in an email to us to the care team requesting OK and then how would that new person get access because I didn't think they could a complete like once it had been set up it was set up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, just what they need. Mhm.
[CUSTOMER][NEUTRAL] Well, you can't
[CUSTOMER][NEUTRAL] Yeah, so I mean they can, so like the group contact can add anybody that they want to, right? OK, so, um, because let's see, I'm just looking at some of these accesses on here, um, this one's confusing because I'm not used to doing it from the the side. So, um, I think they need to email uh so what what did they say in the group chat?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] All she says is just we can add them billing, but I think anyone else with the account will be able to view all users. I've come back and said if they send an email to add another contact in the OSC group billing can do that without getting the primary contact to do it, question [PII]. I do understand that the primary contact will be able to see the other users, and she says yes. OK, well let me just tell.
[CUSTOMER][NEUTRAL] Do they even respond?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna make one heck of a note, girl, I guess.
[CUSTOMER][NEUTRAL] Yeah, I'd make a note. I mean if they're fine with that then, OK, that's what I would do.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, then. Well, thank you so very much. I appreciate you. Well, no, we talked through it anyway cause I wasn't getting a response. So, I appreciate it, [PII]. OK, thank you. Alright, you too. Bye.
[CUSTOMER][MIXED] Sorry, I don't think I helped, but OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got you, got you. OK. You're most welcome. Have a good day bye bye. Bye.
[AGENT][NEUTRAL] OK, [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm still here.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] You're jamming out.
[CUSTOMER][NEUTRAL] I'm I'm jamming and multitasking.
[AGENT][NEUTRAL] Well, that's good. OK. So, um,
[AGENT][NEUTRAL] A couple of things. Obviously.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK, I've been told that if we receive an email like I was originally talking about we can add our group billing department can add another user.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] However,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] will be able to see that.
[AGENT][NEUTRAL] If she logs in, she can see who all has access. There's no way around that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, there's no way around that. And is she, yeah.
[CUSTOMER][NEUTRAL] Well that's good to know too and we will just let and we'll just let.
[AGENT][NEUTRAL] So like for she can see that [PII]'s pending or whoever's been sus you know, like suspended, that their accounts no longer active because there was somebody, there's a couple of other people, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For example, there was a [PII].
[AGENT][NEUTRAL] That shows is suspended. She doesn't have access, but they can see all of that, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, hey, if we can just give them all the information so they they have the heads up and they can come up with their own story or whatever.
[AGENT][NEUTRAL] Yeah, I just need to unders right. And then the same thing, you know, if [PII] were to completely be gone, then obviously we would still have to receive an email, um, but I don't.
[AGENT][NEUTRAL] I think the username would have to stay the same and group billing could update like at that point the primary contacts email and all of that, but there wouldn't be able to be a totally new username created for it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that helpful at all?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything I'm giving you helpful? OK.
[CUSTOMER][NEUTRAL] It is, it is.
[CUSTOMER][NEUTRAL] Yeah, so as far as so it it's better that she just goes ahead and adds her because she's gonna see that it's there.
[AGENT][NEUTRAL] She's gonna see it. There's no way around that. Mm mm.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Billing could billing can do it, but.
[AGENT][NEUTRAL] [PII] will be able to see anybody current or past.
[CUSTOMER][NEUTRAL] And pending, oh, pending or past? OK.
[AGENT][NEUTRAL] Mhm. Pending or suspended, you know, when I say suspended, that means, you know, just that.
[CUSTOMER][POSITIVE] No, that does help.
[CUSTOMER][POSITIVE] Well this really this really does help because if somebody shows up right if somebody shows up here, then I think she'll know that.
[AGENT][NEUTRAL] No, no more access.
[CUSTOMER][NEUTRAL] You know that maybe she'll look for the other carriers and I think they should just then come up with like a you know.
[CUSTOMER][NEUTRAL] Uh, Plan B, you know, so.
[AGENT][NEUTRAL] Mhm. Correct, yeah, yeah, there's just, yeah, there's no way around that. Mhm, just, yes, we, we could add them without [PII] actually adding them, however, [PII] still will be able to see them in the portal if she logs in, but we have added, you know, uh, [PII] as a user.
[CUSTOMER][NEUTRAL] So just give them a heads up right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. No, that really does help so I appreciate you so much checking into that um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. Absolutely. Is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] Not, not today, but I might call back tomorrow just, you know, to put you, you know, you can put me on hold.
[AGENT][POSITIVE] Well, you just, you can just call me and I'll put you on hold and I'll eat lunch and whatever, and, and you can, yeah, I can catch up on some emails. I won't actually eat lunch. I'll just catch up on some emails. I really will be working, but I'll, you know, it do a deal.
[CUSTOMER][NEUTRAL] We we can just do that.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Yeah, that I started to say I've been, I've been snacking and snacking, multitasking and catch up, yes, same thing. So have a great rest of your day. I
[AGENT][NEUTRAL] Just, yeah, just to do a deal.
[AGENT][POSITIVE] I hope you do too, [PII], and it was a great talking to you. Yes, ma'am, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] OK, bye-bye.