AccountId: 011433970860
ContactId: 17a2ea70-f878-4f2d-96e7-847b45a31f98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2005359 ms
Total Talk Time (AGENT): 969174 ms
Total Talk Time (CUSTOMER): 259547 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/17a2ea70-f878-4f2d-96e7-847b45a31f98_20250321T14:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] with [PII] Heartland. How are you?
[AGENT][POSITIVE] I'm doing well this morning. How about yourself?
[CUSTOMER][POSITIVE] I'm doing all right. It's Friday, yay.
[AGENT][POSITIVE] Yes, ma'am, it is. And I am so sorry for getting to you so late. I've literally been sitting here for 30 minutes on the phone with our company help desk trying to get everything straightened out. I got locked out this morning. Yes, my, I say sometimes Fridays or Mondays again, unfortunately.
[CUSTOMER][NEUTRAL] Oh Lord
[AGENT][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] Yes, they seem to act that way at times.
[AGENT][POSITIVE] Yes, ma'am, they do, but thank you for calling me back and taking time to take this call. Um, just wanna make sure that we are on the same page with everything. Um, we're gonna verify the group's address and then once we do a couple of other verifications, we'll be able to get you guys registered on the online service center so you will have immediate access online for the group, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, can I get you to verify your mailing address for the group?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Our street physical address is [PII].
[AGENT][NEUTRAL] So would you prefer the mail to go to the PO box or the physical?
[CUSTOMER][NEUTRAL] The PO box.
[AGENT][NEUTRAL] OK, can you give me the PO box again? Because it looks like we only got one address and that was the physical.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the zip code for that is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] And since there are two separate addresses when we register, we're gonna go by the PO box because that's the primary address listed now so all mailing will go to that address if needed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm also showing that you guys want the policy certificates online delivery for the insured, so that means they, they can, they'll get an email with the information, but they can also go on the online service center to review their policies. Is that correct?
[CUSTOMER][POSITIVE] Yep, that's good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I know you and me had discussed previously about the billing frequency. The billing frequency is gonna stay the same as 10a, correct?
[CUSTOMER][NEUTRAL] Yes, 10 months, mhm.
[AGENT][NEUTRAL] OK, thank you for that. And with that being said, you guys also marked that you wanted electronic billing?
[AGENT][NEUTRAL] So that means you'll get an email with the bills.
[CUSTOMER][NEUTRAL] That, yes, that's fine.
[AGENT][NEUTRAL] OK, um, and we also had discussed that we had to break the group down by divisions, but you did say you wanted 11 group bill, you didn't want two separate bills, so the divisions was OK as long as you knew who was employer paid and voluntary, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so, um, because the billing is gonna be electronic from my understanding, and I do apologize for the inconvenience of this, you won't be able to see the divisions if you view the bill electronically, but we can mail you a paper bill that has the breakdown of the divisions for some reason it doesn't compute the divisions when you view the information on the online service center.
[AGENT][NEUTRAL] So is it OK if we change it from electronic to paper that way you'll have a physical paper.
[CUSTOMER][NEUTRAL] Um, yes, if that's the only way to see the, uh, the, the differentiation, the, the breakdown, yes.
[AGENT][NEUTRAL] Or is that
[AGENT][POSITIVE] Yes, ma'am. It's gonna be the only one, and I do apologize, but we are working on getting that resolved. My supervisor explained to me that that is something they're working on and hopefully we'll have this done um within the next couple of months because we, we realized it was an issue for you guys as well as far as our groups. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And what would you prefer the best way to be contacted? Would it be by phone or email?
[CUSTOMER][NEUTRAL] Um, email.
[AGENT][NEUTRAL] OK, and that email that you verified with me the other day, the [PII]?
[CUSTOMER][POSITIVE] Yes, that's perfect.
[AGENT][NEUTRAL] OK, and should you be the direct contact or should we leave it as Crystal Cox?
[CUSTOMER][NEUTRAL] Leave that as crystal.
[AGENT][NEUTRAL] Or both.
[AGENT][NEUTRAL] OK, leave it as crystal. OK, got you.
[CUSTOMER][NEUTRAL] She's gonna be the one, the main one paying the bills.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am. All right. And if you have a moment, I'll just need you to get on to our online service center and I can assist you with getting access.
[CUSTOMER][NEUTRAL] OK, um, I have a web browser up where do I go?
[AGENT][NEUTRAL] All right, I need you to go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you go there, you're going to see um a sign in on the right-hand side.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you'll click on that for me and go to new user.
[AGENT][NEUTRAL] And you're gonna like your employer and then it's gonna ask you for some information. Let me know when you get there and I'll give you your group number.
[CUSTOMER][NEUTRAL] OK group number?
[AGENT][NEUTRAL] Your group number is 26999.
[CUSTOMER][NEUTRAL] 269-999
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] D is [PII].
[CUSTOMER][NEUTRAL] OK, verification code has been sent to the email.
[AGENT][NEUTRAL] And it should go to that AP email as far as the verification code.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It takes a minute for it to get through our spam filter.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEGATIVE] Do nothing.
[AGENT][NEUTRAL] And when you get ready to go to your password information,
[AGENT][NEUTRAL] Make sure it's something short and sweet. It does not accept emails. And if it's anything similar to what you're gonna do, your password to, um, as far as your username, it won't accept it if like if you, it'll accept your username information, but when you go to do your password, if you're trying to use any of the similar name or number sequence, it's not gonna accept it because it's reading it as a privacy, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's not gonna work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, as soon as I get the verification code, come on.
[AGENT][NEUTRAL] Is it still taking a minute for the code?
[CUSTOMER][NEUTRAL] Yeah, it hasn't come through yet.
[AGENT][NEUTRAL] If it's anything like our system, it's trying to see through it and make sure everything's legit.
[CUSTOMER][NEUTRAL] I know, yeah.
[AGENT][NEUTRAL] Sometimes it takes longer than usual.
[AGENT][POSITIVE] But we're in no hurry, so I'm fine as long as you, you have time, we're good to go.
[CUSTOMER][POSITIVE] I'm I'm good, yeah.
[CUSTOMER][NEUTRAL] So where are you located at?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well hopefully your weather's a little warmer than ours today.
[AGENT][NEUTRAL] No, ours has kind of shifted actually. We've had some pretty pleasant spring weather up until this week. Um, the earlier part of the week it was warm, but it's cold now. I think it got down to 30 something last night, and you can feel it this morning.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] It's crazy. I always say [PII] is bipolar because you never know one day it's sunny, the next day it's cold.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm in central [PII] we're in [PII], and it's.
[CUSTOMER][NEUTRAL] It was 27 when I got up this morning to come to work.
[AGENT][POSITIVE] Oh, wow.
[AGENT][POSITIVE] So I was telling my grandma, I don't think I could live up north. I wouldn't make it. I'm, I'm a warm person, kind of that cold. I love the snow and I love the cold, but the brief stin of it is once it comes and goes, I'm, I'm ready for it to leave and I'm ready for spring and summer.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's, I'm still not seeing it.
[AGENT][NEUTRAL] I may have to get one of our billing clerks if it's not coming through and she, what she can do is set the account up for you, um.
[AGENT][NEUTRAL] But that's ultimately if you, if you want that. I think you can, once she sets it up, you can reset your password, but I don't know if you wanna go through the lengths of that because it's another code.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna check our our text.
[CUSTOMER][NEUTRAL] Our IT guy.
[AGENT][NEGATIVE] And you've been getting my emails, so she should have been able to get it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But it's not coming from me, so I don't know, maybe it's the way it's being emailed.
[CUSTOMER][NEUTRAL] Uh, I checked. I sent my IT guys that text asking him to check for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he can push it through if it's sitting there.
[AGENT][NEUTRAL] And why he's
[AGENT][POSITIVE] Oh, that's, you're so fortunate you can get them to do that. We often have to have it res.
[AGENT][NEUTRAL] And that 2nd time they allow it to come through.
[CUSTOMER][NEUTRAL] Uh, sometimes, sometimes he can do it and.
[CUSTOMER][NEUTRAL] Because I know a lot of times when I'm doing these I've gotta ask.
[CUSTOMER][NEUTRAL] Um, have it sent.
[CUSTOMER][NEUTRAL] I said the 2nd or 3rd time it goes through and comes to me, but then I get all three of them and it's like.
[AGENT][POSITIVE] Oh, wow.
[CUSTOMER][NEUTRAL] Which one is it?
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] I gotta figure out which one was sent last.
[AGENT][NEUTRAL] While we're waiting, I'm gonna go ahead and send you a, basically just a flyer that gives you the details on what you can do on the online service center and also includes the details on what the employees can do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because again, they can go out there individually and register their information and it basically uses their demographics to register so as long as all that's correct and as long as we have the correct email on file, they'll have access to view their policy certificates and download cards if needed, temporary cards, and also submitting claims directly electronically.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once we get in there to um just gonna go over what you can how you can navigate and what you can do, but Ms. [PII] can set up a separate account.
[AGENT][NEUTRAL] Um, you'll have to go in there and set it up for her as far as her having a separate account or you guys can share the same username and password. It's however you would like to do it.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] I'll probably let her have her own that way she can.
[CUSTOMER][NEUTRAL] [PII], wait a minute. Oh, that's just what you said. OK, that's the flyer you said. I'm like, oh, I think it came, but no.
[AGENT][NEUTRAL] Oh, it was my email. Sorry.
[CUSTOMER][POSITIVE] I get excited, yeah.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] You would think that since it's coming from the same company, they would let it pass.
[CUSTOMER][NEUTRAL] Well yeah because it's.
[CUSTOMER][NEUTRAL] All from a that at [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We all have that back logo on us even when we um things are automated through our systems.
[CUSTOMER][NEGATIVE] There's no way to try and have it.
[AGENT][POSITIVE] We can get it set up. Yeah, let me.
[CUSTOMER][NEUTRAL] For me to
[AGENT][NEUTRAL] Let me get Miss [PII] on here to help me.
[CUSTOMER][NEGATIVE] I don't wanna take all morning up for you.
[AGENT][NEUTRAL] Oh no, you're fine.
[AGENT][NEUTRAL] OK, she's typing. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She may give me the code cause now I'm thinking I might can get the code from her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, isn't that funky code? Um,
[AGENT][NEUTRAL] She gave me the code. Do you want to try using the code and do it individually, or do you want her to set it up?
[CUSTOMER][POSITIVE] Oh well we yeah I can.
[AGENT][NEUTRAL] OK, so the code is [PII].
[AGENT][NEUTRAL] And it's capitalized, I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. And then [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The number [PII].
[AGENT][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] In [PII]
[AGENT][NEUTRAL] And there may be an issue going on because she said somebody else didn't get their verification code this morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, it says it's invalid.
[AGENT][NEUTRAL] And you did it all, uh-huh, and it was all caps, right?
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] 00 wait a minute I left I left something off.
[AGENT][NEUTRAL] It's all caps up until you get to the [PII] last letter is a [PII]
[CUSTOMER][NEUTRAL] OK in that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it accepting it?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me get her to set you up.
[AGENT][NEUTRAL] What would you like your username to be?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's go.
[CUSTOMER][NEUTRAL] Let's go with [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you wanna put some numbers in it or no?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], what was the last two?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] 1. OK.
[AGENT][NEUTRAL] OK, I sent it to her. So that's [PII].
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, she's gonna set it up. She told me to give you, give her just a second.
[AGENT][NEUTRAL] OK, it's loading. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So your password is [PII].
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Screen
[AGENT][NEUTRAL] [PII], yes, ma'am. [PII] and you have a [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now
[AGENT][NEUTRAL] So now go back to um the user log in but you're gonna be logging in this time instead of going in as a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is [PII] [PII]?
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][POSITIVE] I'm glad I asked.
[AGENT][POSITIVE] Yes, ma'am. I apologize when Southern trial gets in there sometimes.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, I am in.
[AGENT][POSITIVE] Good. I'm so glad you got in. All right. So right now, you can't see anything. Um, we're still waiting on the enrollments, but the group is set up. I think the agent's still working on getting the rest of the enrollments together for the voluntary. So, but we should have everything definitely before [PII]. Um, so as I was explaining earlier, when you go out there to the online service center.
[AGENT][NEUTRAL] Once the group is processed, you'll be able to visibly see each employee individually as far as what they have elected, the premium amount, and any dependent coverage that they may have. So you can also verify what dependents are covered, you know, on that end. You're also able to download their cards if they need them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but again, they do have that option and what you'll do is once their names are available, you'll just click on the right hand side, it'll have their policy number and that's where you'll be able to populate their information from.
[AGENT][NEUTRAL] You um did request a paper bill but they will still be available out here on the online service center as well so when you go out there you can click on the bill and open the invoice. Now you can pay the invoice through the online service center through an automated bank draft. It could be a checking or savings.
[AGENT][NEUTRAL] Um, but when you do that, it's not gonna be automated as it pulls out every month. You'll have to still go out there and manually do it every month to do the bank draft. If you guys don't wanna do that, you guys can definitely mail in the payment by check or money order or if something happens, um, you could also call us to do a credit card payment over the phone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so, and of course, that information.
[CUSTOMER][NEGATIVE] Probably go ahead and pay it online every month, but that's that's the problem, OK.
[AGENT][NEUTRAL] Yeah, and as long as you have your banking information, and once you plug it in there, it's gonna archive it. So once you put that information in for the first time, it's gonna archive it, but you still have to go out there and do it again. Um, it's not automated, unfortunately. We are working on it being automated once a month, but we haven't quite got there yet.
[AGENT][NEUTRAL] Um, and then this too actually lets us know, you know, that you're viewing the bills too, and that's, you're going out there and paying accordingly. Now, if something, um, if someone leaves, or if someone gets divorced or separated, you can go out there and manually fix that individual, um, information as far as if you're wanting to cancel them, you can remove them from the bill.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] And you can also remove dependents from the bill and anything that you do out there is an automated response to our system so after it goes through the overnight process the next business day you should see the update in your system as well along with the correct premium.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, do you have any questions for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't uh uh I can't think of anything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And let me, I wanted to tell you where you could go to add Miss [PII]. Give me just a second. OK, so if you'll look at the top of the header on that screen, it has our APL logo, contact us, um, if you scroll over to the side it says employer group my account. Do you see that?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Does it say welcome employer? OK, if you click on the my account tab, it'll have a drop down box that has your group contact info payment account and then it has manage users. You'll elect manage users and to create a new user is what you're gonna like after that and it's gonna allow you to add the information for that user.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and she can use her personal email because again you're manually doing this but um we don't do it simply because we need to make sure that the primary person that set this up is aware of another user having access to the information so due to privacy is why we basically gave you guys the the leeway to do that at your discretion instead of us um doing it and because you know anybody can call um and it's easy to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify certain things, um, but it assures us that you're giving access and we're not just giving access to people that you're not aware of basically. So, and you guys can have.
[CUSTOMER][POSITIVE] Yep, that sounds good.
[AGENT][NEUTRAL] Yes ma'am, you guys can have as many users as needed so if there's a transition or something um you can definitely add another user now if we need to deactivate a user you need to email us and let us know um that way we can go out there and manually remove any documentation or any existing information so they won't have access to you guys anymore.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right. Well, that was all I needed, Ms. [PII], and thank you for your time so much for your patience this morning on everything. We had a few hiccups that you hung in there with me, so I really do appreciate it. Um, I hope you guys have a good day. Yes, ma'am. Um, again, everything's gonna be set up before [PII]. If you'd like, once we get your group enrolled, I can send you a courtesy email just to let you know that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] It's it's no problem.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You guys are enrolled and um after that it's usually 22 weeks maybe we do the billing on the [PII], so I'm pretty sure we'll have you guys set up then, but we should have everything done and billing ordered and I can email you and confirm that with you if you'd like. Would you like for me to do that?
[CUSTOMER][NEUTRAL] Um, yeah, you can if you, yeah, that's fine.
[AGENT][NEUTRAL] That way you're not just going out there constantly checking in, you know, OK, it's ready and we're good. Um, but again, it should be before [PII], um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] The group's been set up. We're just waiting on the enrollments and once we get everything and also after everything is conducted, I will be sending you guys another email with your master certificates of the products that you guys got, which was the group accident and hospital indemnity, so I will be sending you a group master certificate of that as well.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right. Well, thank you again for your time and it was a good pleasure speaking to you and thank you for choosing APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] That sounds great.
[CUSTOMER][POSITIVE] You too have a good weekend.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You too. Thank you again. Mm bye-bye.
[CUSTOMER][NEUTRAL] bye bye.