AccountId: 011433970860
ContactId: 160965a0-f162-4838-b4d7-91db99b892ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1788310 ms
Total Talk Time (AGENT): 530427 ms
Total Talk Time (CUSTOMER): 1084461 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/160965a0-f162-4838-b4d7-91db99b892ea_20250219T15:27_UTC.wav
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[AGENT][POSITIVE] Moi one of these gracias [PII] apelemiamo [PII] thank you for that.
[CUSTOMER][POSITIVE] On this I wanna start this this call Paloquepa schedule is in time um.
[CUSTOMER][NEGATIVE] Bueno primero is a queen uno consignarronja sciento um scientosave perono mego niche quela casaocadonos dosemanos creoi lottro um tentendido quemi chemi total deloquispoar CEU agencias era quinientoollaresel total mesalio casisciento dolares.
[CUSTOMER][NEUTRAL] I may be so laysis and here que no reso porquefaltanos documentosquevieraser don't climb no que con que conla sienteoja melo melorechos dono queloya so.
[AGENT][NEUTRAL] OK, yeah, we will check you look what is that colio de la Palia.
[CUSTOMER][NEUTRAL] That is 11 minute.
[CUSTOMER][NEUTRAL] 121 no put it forward.
[CUSTOMER][NEUTRAL] 1000.
[CUSTOMER][NEUTRAL] Umao put forward.
[AGENT][NEUTRAL] [PII] is the info.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Those tengo tjetatolaroques city.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] Apa Natal and outpatient hospital beneficial certificate.
[CUSTOMER][NEUTRAL] Effectively in in.
[AGENT][NEUTRAL] Oh, in hospital or outpatient hospital?
[AGENT][NEUTRAL] Beneficial er number?
[CUSTOMER][NEUTRAL] They say in hospital, uh, OK, OK, see.
[CUSTOMER][NEUTRAL] The ercero dos cincoueve docinco dostres M A L A Ocho.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Esta and gracias nombre i echo de [PII].
[CUSTOMER][NEUTRAL] [PII] immi fechasimerroste dedos mil.
[AGENT][NEUTRAL] Uh naimiato demio is el [PII].
[CUSTOMER][NEUTRAL] I er erquitamoserquita.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, just be my momito you so checking on the law if we need the direction for favor.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] [PII] is oh no not do [PII] es [PII] steer.
[AGENT][NEUTRAL] OK gracias, in what is the name of some email Pai is [PII].
[CUSTOMER][NEUTRAL] Uh, buenotoya those perquenose conta is [PII].
[AGENT][NEUTRAL] The Rosario.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][POSITIVE] Perfect. Oh yeah no that's [PII] or [PII].
[CUSTOMER][NEUTRAL] Does the [PII].
[AGENT][NEUTRAL] OK, yes.
[AGENT][MIXED] OK, but it's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See and it's [PII] pasa and there is a la [PII] pasa no la de ta.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, see, uh.
[AGENT][NEUTRAL] Check it for reclamofo processaro el [PII] salo de Aqui de [PII] El [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, Iando em metalando de losinentosincuente where its correct.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] It peroes no maona la casa toasta and process que.
[AGENT][NEUTRAL] OK, this is sitamoscommotrenta Diaz, but um
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But a day see.
[AGENT][NEUTRAL] Mandar Otracheque yeah see porque del Correo aveus necesita mastampo.
[CUSTOMER][NEUTRAL] OK, OK, at the end, nosta procuasi sinoajal perentoses espia unos dias mas.
[AGENT][NEUTRAL] See, I said [PII] at Marcel Pedo.
[CUSTOMER][NEUTRAL] OK, uh, no, no tranquila. OK, OK.
[AGENT][NEUTRAL] OK, it's Toyando Pareseke Imas Documentos.
[CUSTOMER][NEUTRAL] See loquepaqueenesaciento sincuenta Jovier pueblos documentos correspondentesqueralos do anterior desque and negal and a me head on quecommojo solamentaria suo que visuo la pajin.
[CUSTOMER][NEUTRAL] Mergen and monosos via era la la resolosos and no porque.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Still checking on the loan [PII].
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] Mhm. Good yourself.
[AGENT][NEUTRAL] OK, may I spare a momenttito will check you out on the departmental Larrylamos, OK.
[CUSTOMER][NEUTRAL] Tranquila.
[CUSTOMER][POSITIVE] OK perfect so that's you.
[AGENT][POSITIVE] Gracias Madito.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you for asking. I have an insured on the line that's calling about a denied claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's, I mean, yeah, that's right. Policy number 245-0273.
[AGENT][NEUTRAL] [PII], uh
[AGENT][NEUTRAL] I can't talk today. It's a Spanish call, so it's hard for me to go back to English. [PII], [PII], I, anyway, I to, yeah.
[CUSTOMER][NEUTRAL] Got you, got you, the part one.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's on she sent additional information. Claim number 3561716 is the additional information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] She said that um for the ER visit that was paid on the prior.
[AGENT][NEUTRAL] Uh, the ER visit that was denied on the previous claim, she sent that additional document.
[AGENT][NEUTRAL] For the hospital charges?
[CUSTOMER][NEUTRAL] I think I remember her.
[CUSTOMER][NEUTRAL] She didn't, uh, we need the primary EOD. What she sent in was actually the billing from uh.
[CUSTOMER][NEUTRAL] The hospital?
[AGENT][NEUTRAL] Uh, from Blue Cross.
[CUSTOMER][NEUTRAL] And you know, now if it wasn't from Blue Cross, you know how, well, I don't know you probably remember, but anyway, it's the billing from the hospital and on and so on the billing it does list what her deductible was and we accidentally paid the first one.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then we should not have and so uh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We caught it on the 2nd 1, so if she can contact Blue Cross and get the explanation of benefits, then we can uh send that in, then we can pay her.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I got you. And she's Spanish so I.
[CUSTOMER][NEUTRAL] Well we can review it for payment, yes.
[AGENT][POSITIVE] Yeah, I, I got you.
[AGENT][NEUTRAL] I understand what you're saying.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Gotta be careful with those words, girl.
[CUSTOMER][NEUTRAL] Yes, ma'am, ma'am.
[AGENT][NEUTRAL] I know
[AGENT][POSITIVE] But yeah, I, I'm just gonna go back to her and tell her that I see that now and I apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEGATIVE] I, I'm just having one of those mornings where nothing's going right for anybody.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, it happens.
[AGENT][NEUTRAL] All these calls, it happens, but we gonna make it through it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, we are by the grace of God.
[AGENT][POSITIVE] And I, I thank you, [PII]. Thanks for His grace.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I couldn't do without it.
[CUSTOMER][POSITIVE] Yes, all right.
[AGENT][POSITIVE] Good to talk to you and I appreciate it and I hope you have a great day.
[CUSTOMER][POSITIVE] No problem you too if you sure you uh don't need me just in case you got.
[AGENT][POSITIVE] I got you, I got it. I got this.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I mean, if you wanna stay on the line, that way if she has any more, I can wait, you wanna do that? Let's do that.
[CUSTOMER][POSITIVE] Yeah, we can do that.
[AGENT][NEUTRAL] And then that way she has any other questions I can just translate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, gracias porciacciency it's the name of [PII] and [PII]. A is the departmento delamos. A T C K and is the loscommentos kilomando.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's the Blue Cross.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of Documento So deospital.
[AGENT][NEUTRAL] A paraquepo demos pre salo necessitamma elexplicacion del beneficio deluro recommended de Blue Cross.
[CUSTOMER][NEUTRAL] No, Nintendo.
[AGENT][NEUTRAL] OK. Uh, so, Segus Pre Mario, Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Stamos unexplicacion del beneficios de Blue Cross.
[AGENT][NEUTRAL] Ens explicacion del beneficiosignareotros cuantos aus applicarum pursu de deli Copago oroseurens.
[CUSTOMER][NEUTRAL] Pero ISA and INL document to sign and payment document OK OK is a billing account. This insurance covers.
[CUSTOMER][NEUTRAL] Yeah, is the cuanto pago Seguro.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Mhm. Yes, the documento is the hospital, uh, spilomanda.
[CUSTOMER][NEUTRAL] See Peru to seguro Pago.
[AGENT][NEUTRAL] That.
[AGENT][NEUTRAL] Sierto Peru.
[CUSTOMER][NEUTRAL] And I'll bring my document, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is a my you help queporeo forquemenvionantes los scientoses sentenuea porque fuel missmocomo. Yeah, it is a quantocoradon bill insurance cover quanto seguroe loquejoage.
[AGENT][NEUTRAL] OK, she's saying that it was.
[CUSTOMER][NEGATIVE] Eesa lama esa fumima oja quejovia preunta and sconach chica immediloquepaesquea daoja no la mandaste esitamos berto el pee peros biasestamentelomimoteloa pagarpocatalo insurance cover.
[AGENT][NEUTRAL] OK, via this is uh [PII] moment, OK.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[AGENT][NEUTRAL] She's saying that the, in the first claim?
[AGENT][NEUTRAL] But the English.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] C and G.
[CUSTOMER][NEUTRAL] Uh, unpocoentarlo pero potenarlo arcosa postao is ok no no no posi perolo intenta OK.
[AGENT][NEUTRAL] OK, your voice at me in the Neita. Mom did, OK.
[CUSTOMER][NEUTRAL] OK. Hello?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes dear.
[AGENT][POSITIVE] She's going to try it in English and I'm gonna be here if anybody needs me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, hello [PII] how are you? I'm doing well, thanks for asking. How are you?
[CUSTOMER][NEUTRAL] Good, good, thank you, [PII]. The thing is that I'm going to do my best to explain that in English, OK? The thing is that in the last uh pay that I submit you pay me 160 50 something, but they told me that was not the full um coverage because I didn't submit the last the the last um paper.
[CUSTOMER][NEUTRAL] But that, that the paper that I submit was correct, so for that reason they um they give me the money back, the money that I paid that was 159. The lady that I spoke before, she told me submit the same paper because you are in that in the first um in the first uh document that you attached was the bill that say the insurance cover and how.
[CUSTOMER][NEUTRAL] How much I pay, so she told me that that paper is good just submit the full paper and that's what I did that is in my you health chart.
[CUSTOMER][NEUTRAL] OK, and she told me when you submit that paper, you are going to be fined because you are going, they are going to see the bill, the insurance coverage, and how much I pay.
[CUSTOMER][NEUTRAL] OK. Well, I do apologize that you were giving the wrong information, um, because even though your the information from your your Health chart does show the amount that Blue Cross and Blue Shield applied to your deductible for us to cover us, we have to have the information from Blue Cross and Blue Shield showing that this information was applied to your deductible, um, because.
[CUSTOMER][NEUTRAL] Even though this information from you Health does show that information just to have all of our papers in line just in case we get audited, we have to have Blue Cross and Blue Shield um explanation in uh explanation of benefits because that's what your policy says that we pay, so we have to have that paperwork uh.
[CUSTOMER][NEUTRAL] I'm not sure who you spoke with, uh, who told you that, but that information was incorrect. Any time that you submit a claim to us we would have to have the itemized billing like you saying it's fine, but we also have to have the information from Blue Cross and Blue Shield showing the amount they applied to your deductible copay or co-insurance for that data service for that treatment.
[CUSTOMER][NEUTRAL] OK, then what I don't understand is why the other um the other pay they they.
[CUSTOMER][NEGATIVE] It was paid in error, so we're not gonna ask for that money back.
[CUSTOMER][NEUTRAL] But to pay you the additional, uh, to review the additional payments to see if we can send that out to you, we would need the explanation of benefits from Blue Cross and Blue Shield.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I mean this is like the 5th time that I have been doing that. I don't know. I, I really don't understand why somebody told me the wrong information and they approved that and now they told me, OK, just submit the the same paper with that and you're going to be OK. I did what they told me they agree and they paid me.
[CUSTOMER][NEGATIVE] And now you're telling me that was incorrect, that it was paid by Ever, and I have been doing that like for months, so I'm frustrated because I have been trying to do this. I received the wrong information and also I get paid, so it works before.
[CUSTOMER][NEUTRAL] So I really don't understand. OK. Yeah, as I stated, you know, that information was paid in error. uh I do apologize that you were giving the incorrect information but to process claims according to your policy and according to our policies.
[CUSTOMER][NEUTRAL] We have to, that's, that's the information that we have to have the itemized bill with the diagnosis code and the explanation of benefits from your major medical.
[CUSTOMER][NEUTRAL] Uh, so I'm not sure who looked at this information with you, uh, if you have a name, I could probably go back with that person, um.
[CUSTOMER][NEUTRAL] But in order for us, yes ma'am, uh, but that's what we're needing and so I mean if you can get it, the information, uh, you may be able to log on to Blue Cross and Blue Shield's website.
[CUSTOMER][NEUTRAL] And just locate that data service, the explanation of benefits for that data service, uh, and if you can send it in to me, I'll go ahead and make it a priority, try to get it done as soon as I can get it.
[CUSTOMER][NEUTRAL] And how I contact you once I do that?
[CUSTOMER][NEUTRAL] Uh, you can call the same number, uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my name is [PII] [PII] and the number is [PII].
[CUSTOMER][NEUTRAL] [PII] yes ma'am. [PII], right? Yes ma'am. Yes, [PII] OK we keep, I don't know uh and how I.
[CUSTOMER][NEUTRAL] Get log into that. I, I really don't, don't know.
[CUSTOMER][NEUTRAL] Uh, from Blue Cross and Blue Shield.
[CUSTOMER][NEUTRAL] Uh, you should be able to, you know, go, go to their website.
[CUSTOMER][NEUTRAL] Uh, you may, I don't know if you have an account with them already. You may have to create an account and then you should be able to see all of your explanation of benefits for any services, any medical treatment that you had, and you just locate the one for this data service.
[CUSTOMER][NEUTRAL] And you should just be able to print that information out and uh you can just upload it to us.
[CUSTOMER][NEGATIVE] Yes, as I explained to you before, I'm, I'm frustrated with this. I know that it is not your fault, of course, but
[CUSTOMER][NEGATIVE] I mean, I don't know how they like pay if the information is wrong, they told me OK do this again. I find, I, I try to find the documents again.
[CUSTOMER][NEGATIVE] Like it's a lot and now I did everything and and it's wrong so.
[CUSTOMER][NEUTRAL] I don't know. I'm, I'm frustrated, but thank you for giving me your extension. I'm trying to now look for another document on to you. Thank you so much for explaining the information to me, OK.
[CUSTOMER][NEUTRAL] Alrighty, is there anything else you need from me, [PII]?
[AGENT][NEUTRAL] And I don't. [PII] Ialcomaincopadema say that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, muchas gracias por porttutipoorajuarme porciajuda.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Emiraambian puei Yamada Blue Cross Blue Shield. A series puede manda explicacion del beneficioalsteadinou intra in the website.
[CUSTOMER][NEUTRAL] Oh, OK. OK. E Una.
[AGENT][NEUTRAL] So it'll be there for.
[AGENT][NEUTRAL] Um, electricca del beneficials the hospital.
[AGENT][NEUTRAL] Buddhist nature.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Ok perfect mucha gracias Porto Juda mucha graci.
[AGENT][NEUTRAL] in grapele quepabu ok.
[CUSTOMER][NEUTRAL] That's yes, I, I mean that's yes.
[AGENT][POSITIVE] Gracious. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] No problem thank you [PII].
[AGENT][NEUTRAL] I told her that if she couldn't get into the website she could call Blue Cross and request that EOB.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] That might be easier for us sometimes, you know.
[CUSTOMER][NEUTRAL] It's that's fine. Look, because I've now I'll be out of the office Friday and then all of next week. So if she does send that information in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna let [PII] know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if you see it or she calls you about it and you see that it's been sent in.
[AGENT][NEUTRAL] To get the money.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Give with [PII], but I'll probably give this policy number to [PII] for her to watch for it if, if it, you know, if it doesn't come in before I leave uh tomorrow so we can try to get it, uh, taken care of for her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, girl, I hope you're going somewhere for fun.
[CUSTOMER][POSITIVE] I am. I'm going on another, I'm going on another cruise, my sister's birthday cruise.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Oh my God
[AGENT][POSITIVE] Awesome where you go, I gotta ask.
[CUSTOMER][NEUTRAL] Oh, we're going back to the [PII]. She's never been. Yup.
[AGENT][NEUTRAL] Oh, I wanna go so bad to the Bahamas. I, I went when I was like 17.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I've always wanted to go back. I'm gonna have to, we probably won't, won't do a cruise but I'm I'm gonna, I'm gonna get your, if I ever get to go, I'm gonna say, [PII], what do I need to do?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Look, she, uh, what does she want? She wants to go to the island, you know, I guess where the pigs are, and, um, just swim with the pigs. I'm like.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] I really wasn't that thrilled with the pigs. I was like I grew up around pigs. [PII], [PII] and I went and it was, uh, and those things were huge, the one that we went, they were huge. I'm like they're big.
[AGENT][NEUTRAL] Were they a little aggressive if you had food? I've seen.
[CUSTOMER][NEUTRAL] Yes, they were, and so you, if you were eating, no, they don't. If you, if you were eating, you had to stand up. You couldn't sit your drinks down, couldn't sit your food down. Um, so you basically had to stand up because if not, if you had food, they were coming.
[AGENT][NEUTRAL] Did they like, don't leave you alone.
[CUSTOMER][NEUTRAL] They were coming
[AGENT][NEGATIVE] They ain't gonna leave you. They go get your food, weren't they?
[CUSTOMER][NEUTRAL] Mhm. And so, you know, let's see, and like these people, they were like laying on the ground, letting the pigs eat off their stomachs and or off their backs, yes.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Honey.
[AGENT][NEUTRAL] They don't know about pigs, do they?
[CUSTOMER][NEGATIVE] They do not. I'm like no.
[AGENT][NEGATIVE] Because I wouldn't do
[CUSTOMER][NEUTRAL] And it's like they were out there just having a good time in that water. I'm like, oh no, because do you know what's in this water? These pigs are in this water and they're eating. So do you know what else is in this water?
[AGENT][NEUTRAL] Right.
[AGENT][MIXED] Exactly. It may look clear, but trust me, it ain't clear.
[CUSTOMER][NEGATIVE] It is not clear.
[AGENT][NEUTRAL] It's full of big.
[CUSTOMER][POSITIVE] Yeah, yeah, but we did, we had so much fun and uh the water is just beautiful, of course. I just, I just love water and you could just see a lot of little fish swimming around. Mhm.
[AGENT][NEUTRAL] Yeah, which
[AGENT][NEUTRAL] You and me, me too.
[AGENT][POSITIVE] Me too. That's where my, my deepest depths of my soul is at peace when I'm around water.
[CUSTOMER][NEUTRAL] Yes, yes, yeah.
[AGENT][NEUTRAL] What, um, what's your favorite island real quick?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I would have to say.
[CUSTOMER][NEUTRAL] Cause we've been to, we've been to [PII] and [PII].
[CUSTOMER][NEGATIVE] And I like mess up.
[AGENT][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Yes, because it's.
[CUSTOMER][POSITIVE] To me it was just so beautiful and then you get to see um I think it was Atlantis, the Hotel Atlantis in uh over there and it is beautiful.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it? I wanna.
[CUSTOMER][NEUTRAL] Mhm. We went, we went there the first time we went to the [PII] with another, another some more of our friends.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it is beautiful.
[AGENT][NEGATIVE] Mm, girl, you got, oh, I'm itching now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I got to go itch.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So that's what I know, but uh I guess once she, I, I wanna go to like some of the other ones like Tur Turks and Caicos.
[AGENT][NEUTRAL] Uh, I'm gonna get there one day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Uh, I really wanna go to the like [PII] or somewhere like that.
[AGENT][NEUTRAL] Heck yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Go there, stay in a bungalow over the water. Mhm. That's, that's my dream too, girl, but I see you in our dreams.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, look, when we, when, let, let, let me know when you and your daughter get ready to go. I'm like, hey, can we take along?
[AGENT][NEUTRAL] Uh, you probably get there.
[AGENT][POSITIVE] That's right. Absolutely, you know.
[CUSTOMER][NEUTRAL] Cause you guys be everywhere.
[AGENT][POSITIVE] You know, we go everywhere and I love going everywhere, but she, she likes going.
[CUSTOMER][NEUTRAL] I know it does.
[AGENT][NEGATIVE] To more of the, you know, Spanish, you know, and, but I just want to go back to the [PII] and I can't get her to want to go in that direction.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and see that's kind of like us we keep going south. I be trying to go north, but it's like we always end up going, you know, somewhere south.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Cause we, we were in [PII] in uh in November, like right before Thanksgiving.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I like that was so beautiful.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And we were supposed to go to, I guess it was [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But we, I don't think we got a, we, no, we didn't get a chance to go, uh, because it was just a short trip and so we, we did visit, you know, some more islands, rode the boat.
[AGENT][NEUTRAL] Did you, have you ever been to, um, the Isla Mujeres Island?
[AGENT][NEUTRAL] Uh, Isla Mujeres.
[AGENT][NEUTRAL] Mujares would be the English way to.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] If you ever go back toward there, go to [PII] and go to the North Beach. It is amazing.
[CUSTOMER][NEUTRAL] OK, OK, see, I don't know.
[AGENT][MIXED] The water's quiet and peaceful, but you have to ride a ferry to get there.
[CUSTOMER][NEUTRAL] Then we may have gone there.
[AGENT][NEUTRAL] And it's just a Long Island and you can go from the north end to the south end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cause we did ride the uh when we saw the ferry, but we were actually on a boat and we went there. I know it was like a nice little ride there and we uh got off and they had like all these shops where you could shop and all this kind of stuff, but we got kind of got the uh we got the golf carts and just kind of rolled all them.
[AGENT][NEUTRAL] I bet you did, because the only other island that I can think of down that way across from is um Playa del Carmen is Cozumel.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And so then we uh and then we left there and we got back on the boat and we went to another place and they had some, uh, we got off on the pier and we went to some place to eat and they did have a beach. It was a nice beach.
[CUSTOMER][NEUTRAL] Um, they had a little polar bear out there cause I guess they have like some little polar ice, um, club or something like that.
[CUSTOMER][POSITIVE] But it was every, everywhere we went there it was really, really nice when we were down there.
[AGENT][NEUTRAL] That sounds like Isla Mujeres.
[CUSTOMER][NEUTRAL] Yeah, that may have been it. I don't know. I don't know where I was going. I was just going.
[AGENT][POSITIVE] You, I hear you, girl. Just take me. Let me go. Let give me, just let me go. Let me have this fence. I'm ready to roll. Yeah.
[CUSTOMER][NEUTRAL] Yes, I don't know where I was going, but I didn't understand half the stuff they were saying but we was with some of our friends and they spoke, uh, Spanish, so.
[CUSTOMER][POSITIVE] They translated for us, but it was pretty good.
[AGENT][NEUTRAL] You just like
[AGENT][POSITIVE] Good deal. Oh, I'm so excited about your cruise. I hope y'all have a great time.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] I am, we usually do, I cause I, I just love water. I can just stand there and watch that boat ride go across that water and just be at peace and.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] And it's like when you're in a boat and that rocking starts and you get away. Oh my gosh, it's just like my body is a complete
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Relaxation.
[CUSTOMER][POSITIVE] It does. I do. I can't wait. I.
[AGENT][NEUTRAL] Oh, I need that. Let's, I got, OK. I'm thinking you can get on the phone tonight and find me someplace to go.
[AGENT][NEUTRAL] You don't do it, [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][POSITIVE] Oh, that's funny. Well, look, I appreciate your help with this [PII] and hopefully she'll get that in and I, and if I see it, I'll call [PII] and let her know.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK, but I, I got the policy number and I'm gonna watch for it today and tomorrow and I'll send it to [PII] and ask her to watch for it after I leave. No problem.
[AGENT][POSITIVE] I appreciate it.
[AGENT][POSITIVE] All right. I have fun in the sun.
[CUSTOMER][POSITIVE] I will thank you so much.
[AGENT][POSITIVE] Thanks, [PII], bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.