AccountId: 011433970860
ContactId: 141dd53f-21df-46a7-97ce-298b706a8df1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1466140 ms
Total Talk Time (AGENT): 610151 ms
Total Talk Time (CUSTOMER): 642125 ms
Interruptions: 18
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/141dd53f-21df-46a7-97ce-298b706a8df1_20250602T14:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Unfortunately, the lady that called me back, we were disconnected.
[AGENT][NEUTRAL] Oh no, Ms. [PII], I'm sorry. So someone you were, someone returned a call to you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] But you know,
[CUSTOMER][NEUTRAL] Yeah, that's OK. Um, let me, um, get you to help me because when we got disconnected we had gotten a little ways and so I tried to complete it and I, uh, didn't have any luck.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I went back and I did it again. I understood that I had to do something to set up, um, reset up some stuff. So I put in my name, my social security number, my zip code, all the little things that needed in my birthday, and then I hit continue and then it brought me to a login.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when I hear that it sent me to APL sign in sign in with your email address so I put my email address in and when I put my password in it doesn't recognize it, but both of the little things have a key lock.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], so uh.
[CUSTOMER][NEUTRAL] Like, like the.
[AGENT][POSITIVE] OK. So, yes, ma'am. I will be more than happy to try and help you with this. There were changes made, which I'm sure that whomever you were speaking to explained all of that to you as far as updates, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, we didn't get that far but but um I did know there were changes with the website coming up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, there were. So we are um we are
[AGENT][NEUTRAL] Getting through this morning, um, with the changes and trying to help our callers so what I'll need to do first off, Ms. [PII] is to um pull up your policy information since I'm not who you were speaking with and re verify several things with you that I have to for security purposes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I can actually, yeah, that's OK. I'm so used to that, uh, um, what would you like me to.
[AGENT][NEUTRAL] OK, so first off, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then your policy number, please.
[CUSTOMER][NEUTRAL] It is 996-576.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you, one moment please and let me get your information pulled up.
[AGENT][NEUTRAL] Alright, bear with me just one second, Ms. [PII], and this is loading. OK. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] Certainly, certainly, certainly.
[CUSTOMER][NEUTRAL] Yes I will. [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And my address?
[AGENT][NEUTRAL] No, not yet. I'm still waiting on my screen. Just one moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, so now your home mailing address, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number we have for you is the same as the one that you gave me, so that is the best number, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, it is.
[AGENT][POSITIVE] Thank you. And lastly, your email address.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, [PII], correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] All right, Ms. [PII]. So this is gonna be a learning experience for both of us as we try to navigate through this, OK? So,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. So let's see here.
[AGENT][NEUTRAL] OK, so when you are setting it up, um.
[AGENT][NEUTRAL] OK, so are we gonna start from the beginning or have you already gotten to a certain place and we're gonna.
[CUSTOMER][NEUTRAL] Well, I've already, I've
[CUSTOMER][NEUTRAL] Yeah, I already filled out the stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I filled it out twice.
[CUSTOMER][NEUTRAL] So then it went to a screen and let me get off this one and we'll back up to the screen it went after I filled this stuff out it went to this screen Welcome to the APL resource center and then it's a log in.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] It just hit, hit, you're supposed to hit a login button.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I should rephrase that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it says welcome to the online service center. Is there a lady like with a white top and a black sweater standing there?
[CUSTOMER][NEUTRAL] Yeah, holding and uh a phone.
[AGENT][NEUTRAL] Uh, OK. So you've already done the steps to create your OSC account, correct? Again? OK. So now this, so, OK, so if you've done that, let's try to just, again, we're gonna walk through this together and learn as we go or try to learn as we go. So, let's click log in.
[CUSTOMER][POSITIVE] Yes, yes, ma'am, I believe so.
[CUSTOMER][POSITIVE] Yeah sure, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna enter your email address and your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] And then I'm going to put in my password that I use.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Now you, I don't, I'm not sure though, that's what I'm trying to see, but what, when you create when it said create your OSC account a while ago, did you create a new password when you went through those steps? OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] It never asked me, and never asked me to do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So keep putting it in.
[AGENT][NEUTRAL] OK, so let's, so yeah, so if it didn't ask you to do that, so yes ma'am, see if it will take your password that you already had.
[CUSTOMER][NEUTRAL] Well, it, it's not taking it it because I've tried it a couple of times before we got on the phone, but I noticed when I backed my thing out, my password back out to see what we were gonna do next. It's got two things passwords or suggest new password. Well, I can tell you if I hit the passwords.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, then it goes to passwords it's locked.
[CUSTOMER][NEUTRAL] So suggest a new password here.
[AGENT][NEUTRAL] OK, so you're gonna, yes. So let's see about doing a new password.
[CUSTOMER][NEUTRAL] OK, and it's this long one that I don't know what it said.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's a long one.
[AGENT][NEUTRAL] Is it a verification code?
[CUSTOMER][NEUTRAL] No, but I'm wondering if I hit sign in if it'll ask me if I wanna update it with a new password, do you think it'll do that?
[AGENT][POSITIVE] Honestly, Ms. [PII], I don't know, but we're, like I said, we're just trying to learn together here to see exactly.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, so let's get, let's hit sign in and see what happens.
[AGENT][NEUTRAL] Because it's my understanding that you should be receiving, it should.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] After you
[CUSTOMER][NEUTRAL] No, it did work.
[AGENT][NEUTRAL] All right, I'll tell you what, let's, OK, let's go back to the very, very, the very first screen and just see what happens when we try to walk through every single step.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So when you get to the screen, just, yeah, let me know when you get to that screen that says welcome to the online.
[CUSTOMER][NEUTRAL] Alrighty, let's the.
[CUSTOMER][NEUTRAL] Now I and now I'm on the first, yeah, now I'm on the first screen that says uh got the girl with the orange jacket on blazer.
[AGENT][NEUTRAL] Oh, orange jacket? Um, hold on just a second because I'm not quite.
[CUSTOMER][POSITIVE] Yeah, workforce benefits that work for you.
[AGENT][NEUTRAL] OK, so you're on our main, uh, wait, just let me see which word. OK. All right, I'll tell you what.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] Some.
[AGENT][NEUTRAL] All right. I want you to type this into your browser, OK?
[CUSTOMER][NEUTRAL] OK, uh, let me just get.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Cause the lady I'm looking at does not have an orange blazer. I'm not sure exactly where that is.
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][POSITIVE] OK, OK, well, when I hit it, I had it saved under my favorite so when I hit it, it came up to that, so I'm ready.
[AGENT][NEUTRAL] Alright, OK, so just type in exactly what I'm gonna tell you [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Am public.
[AGENT][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what did he uh oh but when I went to hit.
[CUSTOMER][NEUTRAL] OK, wait a minute.
[CUSTOMER][NEUTRAL] A M
[AGENT][NEUTRAL] Yeah, don't
[AGENT][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] I wait a wait a minute, did you say start with [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. The first word is secured, uh-huh. [PII].
[CUSTOMER][NEUTRAL] I think I've been here because the rest of it popped up so the online service.
[AGENT][NEUTRAL] Well, it should say, OK. So you should see to the left of the screen, it's white with writing.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I should see the light.
[AGENT][NEUTRAL] And a lady that has a black sweater and a white top on holding an iPhone. OK. So, so right there, click create your OSC account.
[CUSTOMER][NEUTRAL] Should I
[CUSTOMER][POSITIVE] Yes, yes, when I did that, it, it went up this way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you're going to select insured.
[AGENT][NEUTRAL] Just click on that box that says insured.
[CUSTOMER][NEUTRAL] OK, and then go there next.
[AGENT][NEUTRAL] And then click next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, then I'm gonna put.
[AGENT][NEUTRAL] OK. And then there, mhm, your last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, I did and then tab over and put my social my social security number there or member ID. What would my number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] You, well, it's, it's saying it's yours doesn't have a member ID so you will use your social.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] Do I put dashes?
[AGENT][NEUTRAL] No, ma'am. Just, no. Mm mm.
[CUSTOMER][NEUTRAL] OK, I didn't earlier either.
[AGENT][NEUTRAL] No, ma'am. Mm mm.
[CUSTOMER][NEUTRAL] [PII]. OK. Is it so.
[AGENT][NEUTRAL] And then your zip and just fill in all that information.
[AGENT][NEUTRAL] And let me know when you're done with that screen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you've filled in everything, we're gonna click next and then just.
[CUSTOMER][NEUTRAL] You just.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Almost through.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and hit.
[AGENT][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And do you say what?
[CUSTOMER][NEUTRAL] OK, sign up your account.
[AGENT][NEUTRAL] OK. Does it say complete your account set up?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, do you want me to hit that?
[AGENT][NEUTRAL] All right, click continue. You should see right below that it should say continue.
[CUSTOMER][NEUTRAL] It does, it does. OK, now we're back to the, OK, and we're to the log in.
[AGENT][NEUTRAL] OK, so click that.
[AGENT][NEUTRAL] So now you're going to
[CUSTOMER][NEUTRAL] And with the lady
[AGENT][NEUTRAL] OK, so now you're back to the login page.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK, so according to the information that I see you when you clicked next on the complete your set up your account set up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It should ask you for a, it's to enter your email and click send verification code.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It didn't, but there was somewhere it told me that and I did it twice and I got nowhere with that.
[CUSTOMER][NEUTRAL] But what see what it was when I hit the log in here.
[CUSTOMER][NEUTRAL] And I put in.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] And then here.
[CUSTOMER][NEUTRAL] It might be, it might be because I needed to um.
[CUSTOMER][NEUTRAL] Um, recently generated passwords, other passwords are just a new password. We did all that.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Um, uh, this is when I got the verification code because it wasn't taking my, uh, password that I have.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Set up already, so I hit forgot my password.
[CUSTOMER][NEUTRAL] And that's when I was getting the verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it, it wasn't.
[AGENT][NEUTRAL] So did it give you a space, OK, so you did click the send verification code?
[CUSTOMER][NEUTRAL] Well I haven't yet but I'll do it again um but I have to hit forgot your password.
[CUSTOMER][NEUTRAL] Because it's not recognizing my my current password.
[AGENT][NEUTRAL] Right, OK, so let's, let's just try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then this is not.
[AGENT][NEUTRAL] Cause you're ver when mhm.
[CUSTOMER][NEUTRAL] Email is and then I'm hitting send verification code.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] And it'll come through in a second. It's sending it through my email.
[AGENT][NEUTRAL] Right. So when you do get your verification code, and it shouldn't go to your junk folder, but in the event that you haven't seen it pretty quickly in your inbox.
[CUSTOMER][NEUTRAL] No, it, it hasn't.
[AGENT][NEUTRAL] So you're gonna
[CUSTOMER][NEUTRAL] It is um [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, [PII] hit verify code.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Maybe I hit the wrong thing while I go. Let's see what's below this.
[AGENT][POSITIVE] No, let's try that. Yes, ma'am. Let's try that.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hit verify verify code.
[CUSTOMER][POSITIVE] I think so because the continues not let up.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] So you've, you, OK, so you entered your verification code and then does it say verify code or send new code? Is that what it says?
[CUSTOMER][POSITIVE] Yes, it does, yes it does.
[AGENT][NEUTRAL] All right, so just go ahead and click verify code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it says change email or continue um email address verified you can now continue so let me, this is a little different.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Or oh OK I hit continue and account could not be found for your provided user ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I didn't give them ever give them my user ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I'm gonna have to uh see, alright, so give me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Because what I'm gonna have to do is we're gonna have to look into this for you, Ms. [PII], and give you, um, and give you a call back. We're gonna have to do some research on it. So give me, uh give me just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because I think it was asking me for password. I don't think it ever asked me for user ID.
[CUSTOMER][NEUTRAL] I wonder, yeah.
[CUSTOMER][NEUTRAL] But I think all of this we've been doing is my email address. I didn't have his email at the top of this page, but.
[CUSTOMER][NEUTRAL] I haven't been using an email address to get online it's been.
[AGENT][NEUTRAL] Right, and that's one of the, mhm, that's, so tell me, so, OK, so, um, hm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So once you enter the verification.
[AGENT][NEUTRAL] Code
[CUSTOMER][NEUTRAL] It said my email address was email address verified. You can now continue so it it accepted my email address.
[CUSTOMER][NEUTRAL] Now it does have a place here to change email and put [PII]'s in if you wanted me to, but that might screw things up OK.
[AGENT][NEGATIVE] No, no, you need to use your email because, no, well, it's gonna definitely give you an error there for security. It has to be your.
[CUSTOMER][NEUTRAL] Well, since, yeah, since the cancer policy I took out for both of us years ago, I'm probably the prime, well, I know I'm the primary he's just the spouse.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm pretty sure all this is set up under mine.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Yeah, oh, it most definitely is because you're the primary. So what was that error message at the end that it gave you? What did it tell you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEGATIVE] It says an account could not be found for the provider user ID.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sting, OK. I'm having to type all of this in, so bear with me just a moment.
[CUSTOMER][NEUTRAL] Yeah, sure, you don't need me to repeat it?
[AGENT][NEUTRAL] Mm, I don't think so.
[AGENT][NEUTRAL] OK, I don't know, let's see.
[CUSTOMER][NEUTRAL] It's it's been a crazy morning for y'all, I guess.
[AGENT][POSITIVE] And did you, uh, yes, ma'am. It it honestly hasn't cried, but we're gonna get through it. It's all good. So, um,
[CUSTOMER][NEUTRAL] Oh yeah, oh yeah.
[AGENT][NEUTRAL] Yeah, so were you able to receive
[AGENT][NEUTRAL] Let's see. Hold on one second. We've got some questions that we're, you know, having to get some specific pieces of information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So you did receive your authentication number or your, um,
[CUSTOMER][NEUTRAL] Uh, verification code.
[AGENT][NEUTRAL] Uh, verification code.
[CUSTOMER][NEUTRAL] Yeah, yes, I got it on my phone. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was on my email.
[CUSTOMER][NEUTRAL] No, uh, it's not the computer's fault.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And which are you using? um Chrome, Ms. [PII]?
[CUSTOMER][NEGATIVE] Oh, heck, I don't.
[AGENT][NEUTRAL] Google Chrome, which web browser are you using?
[CUSTOMER][NEUTRAL] Let me, let, I think it's called Safari. I'm, I've got, I just recently bought a new Apple computer laptop and so I'm trying to learn it, but I think it's um Safari.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, but you're on an Apple computer, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so I have think I've gotten all of the information. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I need.
[AGENT][NEUTRAL] Um, to have this looked into for you, Ms. [PII], and then someone will be calling you back. I don't know exactly how long that will be before someone does, but we, I assure you we are working on it, and I apologize about the inconvenience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[AGENT][NEUTRAL] On this
[CUSTOMER][NEUTRAL] No, no, don't worry about it, uh, at all. We'll just, I'll just wait to hear from somebody and we'll go from there.
[AGENT][POSITIVE] OK. OK, Ms. [PII]. Well, thank you for understanding and yes, ma'am, is there anything else that I can help you with at the moment?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Um, well, I was actually going on to look at my account to see if it's still in processing. I think I have a couple of things in processing. Wasn't sure if they were gonna be requesting more information or if I sent them, uh, um, the technology is killing me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, OK. So I don't see on this, is it for you or for your husband?
[CUSTOMER][NEUTRAL] It's for my husband, yeah.
[AGENT][NEUTRAL] OK, so right now, Ms. [PII], the things that were uploaded, the most recent things on the [PII], both of those are still in line for reviews, so I don't know at this point if there's gonna be anything else needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that sounds good. We'll just wait and see. Thank you. I appreciate it. Uh-huh, bye-bye.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you're very welcome and thank you [PII]ain for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK bye bye thank you you too.
[AGENT][NEUTRAL] All right, bye-bye.