AccountId: 011433970860
ContactId: 10415096-c346-478a-90f3-0d0fee18e910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1411959 ms
Total Talk Time (AGENT): 467496 ms
Total Talk Time (CUSTOMER): 793296 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/10415096-c346-478a-90f3-0d0fee18e910_20250130T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. I'm calling to try to figure out, um, my mother-in-law is, she has Alzheimer's. She's having a direct, um, a draft coming out of her account from y'all, and she's really confused. She doesn't know what it's for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I went to the bank and because when I tried to look at it online, it doesn't show anything, but American Public Insurance and your uh and a number out beside it. So I went to the bank and they said it's been coming out for years, but they gave me a number, but she, she has no idea what it is. So we're trying to figure out what this is that's going to be drafted out of her account.
[AGENT][NEUTRAL] OK. Well, I can definitely help you um figure out what the draft is, um, and can you repeat your name for me? I don't know if you said it. If you did, I missed it. I'm sorry.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] My name is, my name is [PII] and I can give you her name and date of birth or anything that you need. And if you need me to get her on the phone, I can do that too.
[AGENT][NEUTRAL] Oh, no, no, it's OK. Um, what's her first and last name and
[AGENT][NEUTRAL] Well, I can look it up with the social.
[CUSTOMER][NEUTRAL] OK, hold on a second, let me get that for you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Uh, I should have it right down right here.
[CUSTOMER][NEUTRAL] Uh, we're trying to figure out all of our stuff.
[CUSTOMER][NEGATIVE] She has, she's so confused that right now she don't know, she has no idea what's going on.
[CUSTOMER][NEUTRAL] Um, let me find it. I write down.
[CUSTOMER][NEUTRAL] OK, she did write it down on this piece of paper. Where did I stick it?
[CUSTOMER][NEUTRAL] OK, that's not it.
[CUSTOMER][NEUTRAL] I have a little bag of oh there it is. OK, ready?
[AGENT][POSITIVE] Ma'am, I'm ready. Mhm.
[CUSTOMER][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] It's 434.
[CUSTOMER][NEUTRAL] 825513
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And what is her first and last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just like me, I'm [PII] or she's [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Here we go. OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I did find the policy. Um, well, is she available? I just need to verify. Can she verify?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, uh, hold on a second. Let me get, I have to get her on the other line and uh she might be, oh, hold on.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Um, I gotta try to do this on my cell phone. I'm not used to this, but um, she might be a little bit confused, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, I'm, I'm
[CUSTOMER][NEUTRAL] So I'm just telling you one week, when we get her on the phone, she might not even know what the heck's going on because we, we, we've discussed this like 4 times already. So let me, I'm gonna
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] My grandma had Alzheimer's. It's all right. I got you, you are right.
[CUSTOMER][NEUTRAL] Well, she's in the beginning stages and she had said it was, well, this is what she told me. She's the first, she said it was life insurance. And I was like, well, [PII], you know, we, uh we have uh, uh, we already have your life insurance stuff, you know, copies of that. And then she said, well, I don't know what it is. I don't know what it is. And then
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yesterday, I told her I said, I'm going to go to the bank and ask them, and she said, OK, so I haven't talked to her yet today. So when I get her on the phone, I may have to explain it all over again.
[AGENT][NEUTRAL] She might not even. Mhm. OK, that's fine. You're fine. I, I'm, I'm, I'm down with it. Yeah, my grandma.
[CUSTOMER][NEUTRAL] OK. All right. Hold on just a.
[CUSTOMER][NEUTRAL] Alright, hold on just a second. I'm gonna have to put you on speaker.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, how do I do this contact.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes, ma'am, I'm here.
[CUSTOMER][NEUTRAL] OK, uh, is she's not answering. I can't, uh, she's not answering, um, let me try one more. I'm gonna try one more time, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, hold on, hold on, hold on, it's OK. I can go around it without giving specifics, um, but this is a cancer policy. If you want to go like specifics, we're gonna have to verify with her, um, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, was this, OK, let me ask you this. Was it Mutual of Omaha and then it switched to cancer policy?
[AGENT][NEUTRAL] Well, now that part, I'm not sure.
[CUSTOMER][NEUTRAL] Did they changed the name because she, she kept saying I have Mutual of Omaha and I, and the only thing I could find with her paperwork was Mutual of Omaha Part B, the Medicaid, Medicare, something or another, and she was really confused and then she said, well,
[CUSTOMER][NEUTRAL] Cause I, I remember years ago, this man came to her house and she had me come over and he sold her this insurance. And I remember she got something to do with her part her Medicare, and I think it was Mutual Omahall, so I was wondering if it had changed the names or something from Mutual Vomahall to American Public Insurance or if this guy, maybe this guy sold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Well, in that case, no, that's two different companies. I thought you meant, no, no, no, that's two different companies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's not, it wasn't mutual and change names. OK. All right. So this is a cancer policy. So she probably bought this through that same guy that was selling the insurance because I met him at her house, or either it might have been when she retired when she worked at RO, because she did retire from RO. So I'm not sure which uh where she would have gotten this policy through. Do y'all like have individuals that sell it?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um, yes, ma'am. We do have brokers um that do sell, that could be it because this was from like back in the [PII], so I don't even know how they were doing it back then.
[CUSTOMER][NEUTRAL] That might be what the deal is.
[CUSTOMER][NEUTRAL] 00 yeah, no, no, no, no, then it wasn't that guy. This had to be through our co then I wonder her job.
[AGENT][NEUTRAL] Now, I can say that all of our, oh, OK, all of our policies are through like the employer. Um, we have like group policies, so that could be it.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK, yeah. She
[CUSTOMER][NEUTRAL] Yeah, she retired from ACO, um, which is where they help handicapped children and stuff here in [PII]. So she retired from there, so it's probably through ACO. So it's strictly cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. Is that, OK. So this just covers her if she has some type of cancer. OK. All right. Well, maybe she'll remember. Um, let me try to get her on, I'm gonna try to get her on the phone one more time cause she can't hear the phone either. I've already bought um an amplifier for the phone, if you know what that is. Have you ever heard? She, she had a home phone and she can't hear it. So on Amazon, they sell these little boxes that you plug into your phone. It's like this little speaker.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh my goodness
[CUSTOMER][NEUTRAL] Cause she kept saying, I can't hear it, I can't hear it. Yeah, it's really loud now, so she gets real mad at it. She puts a cup over it. Hold on just a second. I'm gonna try to call her one more time.
[AGENT][NEUTRAL] So she can hear it. Mhm.
[AGENT][POSITIVE] Oh, sure, OK. Take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know. Hello, ma'am?
[AGENT][NEUTRAL] Yes, I'm here
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] OK, [PII]. Yeah, OK, uh remember the charge that was coming out of your account that I told you was American something? Yeah, and you didn't know what it was? No, what I said is what the one I was looking for started with American, uh, and the one I was looking for, I think it's American, but I don't remember what was behind the American.
[CUSTOMER][NEUTRAL] But that, you know, that's all I know, but it is something with it starts with American I think. Right, OK, I've got him on the phone, so we're trying to figure out what it is. She just wanted to be sure she could talk to me and tell me what it was. Yeah, that's fine. I handle all my stuff because I got a lot going on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] And cheaper.
[AGENT][NEUTRAL] How are you doing today, Ms. [PII]?
[CUSTOMER][NEGATIVE] Not very good because uh I have received about 12 calls from uh Medicare and things like that and they would
[AGENT][NEUTRAL] Well, I hope they don't call you no more. Is everything taken care of?
[CUSTOMER][NEGATIVE] Well, they did finally, I think they finally got worn out after about the 10th time, then I tried some trickery on them. They didn't work so finally a boy called and but he hung up quick, and I hadn't heard nothing since and I said, damn, I wish they'd put him on there months ago.
[AGENT][NEUTRAL] First.
[CUSTOMER][MIXED] But yeah, they had me for this morning. And worst of all, I watch TV a lot, but it ain't a whole lot of like. My favorite show of all time popped on. And the whole time, oh yeah, well, I've calmed down. I'm not picking up some leaves off the back porch and I've calmed down.
[AGENT][NEUTRAL] And what's that?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go I yes.
[AGENT][NEUTRAL] Well, Miss, well Ms. May, can you um tell me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I know that looks.
[AGENT][NEUTRAL] And um is it OK for me to speak with [PII] about your policy?
[CUSTOMER][POSITIVE] Oh yeah, she's helped me out a lot. I can't keep up with all this stuff. I've got a lot of, a lot of stuff going on. And apparently I she's, yeah.
[AGENT][NEUTRAL] OK, well, I'm
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][POSITIVE] And she, uh she's really good at this, so she's helped me a lot. And I, I think we'll get this.
[AGENT][POSITIVE] Well, I'm glad you got it to help you.
[CUSTOMER][POSITIVE] Yes, I'm glad too. I still tell them might be, I might be paying people that's moved out of the country years ago.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But I did have a policy where I work and I'm sure it was American something and I went to look for the papers. I knew I had in there and I do that. I don't throw nothing away, but I couldn't find it in there. So I moved some stuff out of there. So I had that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, it's OK. I found it for you. So it was American Public Life.
[CUSTOMER][POSITIVE] That sounds exactly right.
[AGENT][NEUTRAL] And it's a, um, this is a cancer policy that you had with us. You've had it since [PII]. I was like 2 years old.
[CUSTOMER][NEUTRAL] Yeah, I think
[CUSTOMER][NEUTRAL] You serious?
[AGENT][NEUTRAL] I'm very serious.
[CUSTOMER][NEUTRAL] Yeah, well, I, and does it say something about $17,000 on it? I'll get it after a certain amount of time and they they.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] They probably don't, but I remember 7.
[AGENT][NEUTRAL] I'll
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Uh, I do remember $17,000. And you know, it build up, they take out so much and it build up and have a certain amount of time and see that's all I remember about it. I thought it was kind of like a savings thing, you know. Uh, it's been so long that I even looked at it cause I quit working there.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, it's OK.
[CUSTOMER][NEUTRAL] In [PII] when I quit working there, so I, I just kind of forgot about it.
[AGENT][NEUTRAL] Well, that's OK. I'll go through everything with [PII] um since she gave me permission to speak with her and um I hope they don't ring your phone and bother you no more.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Uh, I will say it too. I pray it, and I kind of cussed and puffs below it. I have some ugly things to say to them, but you know what? After that boy, I think his name was [PII] or [PII]. I ain't heard a word, so keep your fingers crossed, and I appreciate you.
[AGENT][NEUTRAL] What?
[AGENT][POSITIVE] Well, you're very welcome and I'll go ahead and finish with [PII], OK?
[CUSTOMER][MIXED] That'd be great and uh I'm kind of shut up right now, but I, I'm, I'm digging right now this morning, that's what I was doing. And I think that's what infuriated me more than anything about Medicare. You know, I couldn't do nothing cause it's just, uh, one after the other, uh, I wrote them all down, don't do any good, but I did cause I was mad at them, but uh I appreciate you.
[AGENT][POSITIVE] Well, hopefully you can get a little rest now, OK?
[CUSTOMER][NEUTRAL] Oh no, I, I'm, I, I'm working.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] I'm gonna go get me a job, get out of here. I'm working this morning, but thank you anyway.
[AGENT][POSITIVE] OK, well, go ahead and work and I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] OK, well, I appreciate that because I need a good rest of my day. OK, [PII], I'll call you back. OK, bye-bye. Bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, hang on, let me figure out. I don't wanna lose you.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Mhm, I'm here.
[CUSTOMER][NEUTRAL] OK, let me give you my number in case I lose you, uh, it's 318.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 547.
[CUSTOMER][NEUTRAL] 9480
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] [PII]. OK, I'm gonna try to.
[CUSTOMER][NEUTRAL] OK, I think that's gone. I think, OK.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEGATIVE] OK, OK. All right. Yeah, I don't know why it's [PII] calls Medicare all day long and she is so confused and I don't know how to get rid of it. I was there yesterday and it is literally, she's not lying. It's all day. Call after call after call to get talk of these uh uh people from foreign countries trying to get her to buy stuff. And I don't know how to stop it, you know.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] What?
[AGENT][NEGATIVE] And this is the worst time. My grandma got taken advantage of like that because she was, this was like mid-stages of her Alzheimer's, but she used to think that she was still in [PII] and we were in [PII] at the time, and she, yeah, you might need to block that because they, they scammed her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] I don't know how. I don't know how. I mean, she's got a home phone, so, you know, she can't use a cell phone. So um it's a home phone and they will not, I mean, literally yesterday, it was all day. I was like, oh my God. I thought she was making this stuff up until I went over there and sat all day with her. And I was like, what the.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Because I don't want them to call and it'd be the wrong day for her and she gives something, you know.
[CUSTOMER][NEUTRAL] Right. Exactly. Yeah, yeah, um, well, I'm trying to watch the bank account and stuff just to make sure, but you know, you never know, uh, you never know. But, um, OK, so what is this exactly? What is she talking about $17,000? I have no idea.
[AGENT][NEUTRAL] Now, the 17,000, I didn't know. That's why I didn't even address it. I don't see that on here. But um so she had, uh, or has, um, there's a hospital, like a daily hospital benefit, um, if she's admitted to the hospital or needs anything, you know, in terms, this is all cancer-related.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm trying to pull up all of the, because this is like from the [PII], so it's like a big dump of documents. So I'm trying to go through them so I can get to like the benefits to tell you exactly what the coverage is because from right here, it just says the hospital benefit and it changed from 60 to 100 to 140.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] 100 to 140.
[AGENT][NEUTRAL] That it would pay daily for the hospital benefit.
[CUSTOMER][NEUTRAL] Oh, daily, OK.
[AGENT][NEUTRAL] Um, and then let me see if there's a way. Oh, OK, wait a minute.
[CUSTOMER][NEUTRAL] And this is if she gets cancer only.
[AGENT][NEUTRAL] Is this it? Hold on one second.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see if there's a way. I'm trying to see if there's a way for me to like narrow it down so I can get.
[CUSTOMER][NEUTRAL] Could you email it to me so I could look at it or something?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, that's the thing. So now we have what's called policy certificates and it has like, you know, all your, your coverage and what what dollar amount we'll pay to what benefits.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. Uh-huh.
[AGENT][NEUTRAL] Yeah, but since this is from 91, uh, let me see if there's a way we can, hold on one second, 12345678.
[AGENT][NEUTRAL] If if I can find a schedule page.
[AGENT][NEUTRAL] Um, this is what I'll do. Let me do this. I'm going to send a request to customer service and have them upload the policy certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, when they do that, it's, I'm gonna put your information in there and um have them give you, um have them send it to you. But now this may take like a week or two because it has to, they're basically going to go through all those old files, get her see her current benefits and then create the document because it's not here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, that's fine. As long as we know what it is and I have a copy of what it is, so I can put it because she has no idea.
[CUSTOMER][NEUTRAL] Uh, what this is. So, um,
[CUSTOMER][NEUTRAL] And I mean, you know, it comes out, it's been coming out of her bank account for years.
[AGENT][NEUTRAL] And it's been, yeah, it's been active since [PII]. Now, I can see here like for chemotherapy, um it would pay if she, if she ever needs, I hope she doesn't. It'll pay up to $10,000 a year towards those treatments. Maybe that's what she was getting the 10 and the 17.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I don't know. She has Medicare and Medicaid, so I don't.
[AGENT][NEGATIVE] Well, then she might not even need this anymore.
[CUSTOMER][NEGATIVE] That's what I'm thinking, but I don't know what it is. She keeps saying, no, it's worth $17,000. That's what she was trying to say. I don't know what she's talking about. She has a life insurance policy, um, that's through State Farm, but she does, it's not any, it's not nothing. I don't know where she's getting the $17,000 from.
[AGENT][NEUTRAL] She might be
[AGENT][NEUTRAL] Yeah, that's not for this. I wouldn't, um, but if she has Medicare and Medicaid, she probably most of the time they don't need the because those policies cover everything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They cover everything. Yeah, she pays for nothing.
[AGENT][NEUTRAL] And this is $46.43 that's um her premium amount.
[CUSTOMER][NEGATIVE] She don't pay for nothing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So it's up to you, um, but I will say this, let me go ahead and um how can I do that?
[CUSTOMER][NEUTRAL] Yeah, before I cancel it, but if, if there's a way for me to look at it and see, because I've got power of attorney, um, before anything we change anything, I want 100% exactly what it is and I'm gonna try to show it to her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this is 2 things that I would say to do.
[AGENT][POSITIVE] So that we can continue to, you know, just talk to you so that we don't have to go through the verifying anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Um, you can submit your power of attorney to us. Um, you can email it to like a copy of it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I would, I would start there first because technically since she didn't like legally since she didn't request the policy, sir, I can't really do anything because she just because she's the policyholder. But once we have the POA on file, I mean that's all we can talk to you, you know, just like you her.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. Yeah. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. OK. All right. Where do I send it?
[AGENT][NEUTRAL] So let me give you our email. It's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then in the subject, like just
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm. You got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, on the subject line, just put like her first and last name and then POA. You don't have to put, you know, and then if you want to add your contact information in the email too, that's, that's fine, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, I think it'll be on the POA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'll do that. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much, [PII]. I appreciate your time.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.