AccountId: 011433970860
ContactId: 23e8fa4a-bab0-4cf5-b347-01a120b1a774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1278410 ms
Total Talk Time (AGENT): 716804 ms
Total Talk Time (CUSTOMER): 550812 ms
Interruptions: 13
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/23e8fa4a-bab0-4cf5-b347-01a120b1a774_20250228T21:03_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I faxed you guys two different claims yesterday and I was just making sure that you received it because I didn't get anything on the email or anything.
[AGENT][NEUTRAL] OK, Ms. [PII], so you said that you faxed two separate claims yesterday.
[CUSTOMER][POSITIVE] Yes, yes, and I wanna make sure y'all uh-huh.
[AGENT][NEUTRAL] And you're trying to verify if they were have
[AGENT][NEUTRAL] We received
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Is that correct? Yes, ma'am. I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number is 0251.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5176.
[AGENT][NEUTRAL] OK, thank you. So, if you will give me just a moment, please, to get your policy information pulled up.
[AGENT][NEUTRAL] And then I will need to verify several things with you, Mr. [PII], for security purposes first and also any information that I provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the primary subscriber's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, I think it's his number. It is [PII].
[AGENT][NEUTRAL] This one ends in a [PII].
[CUSTOMER][POSITIVE] Wait, I'm sorry. I'm sorry?
[AGENT][NEUTRAL] The phone number that we have on file ends in a [PII].
[CUSTOMER][NEUTRAL] Oh my God. Oh gee.
[CUSTOMER][NEUTRAL] OK, wait, let me look at my phone, make sure I'm giving you the right right number.
[AGENT][NEUTRAL] Yes, ma'am. You're fine.
[CUSTOMER][NEUTRAL] OK, the hot just a set.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You the speaker.
[CUSTOMER][NEUTRAL] Because I know
[CUSTOMER][NEUTRAL] Wait, let me, let me look up his number because I don't call. I just press my button.
[AGENT][NEUTRAL] I understand. Most of us do that to stay in time.
[CUSTOMER][NEUTRAL] Of course. OK.
[CUSTOMER][NEUTRAL] OK, his, his first three numbers is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] that's his number.
[AGENT][NEUTRAL] OK, so I miss [PII], um, that again that's not, I don't know what this number is but that's not the phone number that we have on file for him now he I don't know if maybe it's the work number. I don't, yes ma'am, I'm not sure, but he needs to contact us so that we can get that updated. We can only update or change information with him since the policy is in his name.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Could that be a mistake?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, wait just a minute. I think I'm looking for his card because I usually keep a card on file to see if it's the office number or something.
[AGENT][NEUTRAL] So if you'll just, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Unbelievable. I can't believe that because I spoke to you guys the other day when I filled out the um the form.
[AGENT][NEUTRAL] Uh-huh, and they didn't verify that with you when you called?
[CUSTOMER][NEUTRAL] Uh, no, they verified my address and um date of birth and stuff like that.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] But nothing with the phone number.
[AGENT][NEUTRAL] Yes, ma'am. OK. Well.
[CUSTOMER][NEUTRAL] Actually I think I gave him my phone number.
[CUSTOMER][NEUTRAL] OK, just a minute, let me, let me, let me go here.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She just got a second.
[AGENT][NEUTRAL] And it's still
[CUSTOMER][POSITIVE] It's got, I'm sorry.
[AGENT][NEUTRAL] After you look that information up after you look that information up that you're looking for, you can give me that number again and I'll just make a note of it, but again I can't change it as to what you said his number is.
[CUSTOMER][NEUTRAL] OK, his number is [PII]. OK, wait, I gotta go back to it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's his, that's his cell number.
[AGENT][NEUTRAL] OK. So, yes, ma'am.
[CUSTOMER][POSITIVE] Because maybe maybe that's why I didn't get wait I'm sorry.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Maybe that's why we didn't get verification that y'all received.
[CUSTOMER][NEUTRAL] The um the uh the facts.
[AGENT][NEUTRAL] Well, no, that wouldn't, that wouldn't have anything to do with that. No, ma'am. That would be from wherever you faxed it from. It should have given a confirmation at that point.
[CUSTOMER][NEUTRAL] That wouldn't do it?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I do, I do have a confirmation, yeah.
[AGENT][NEUTRAL] Yeah, but the, but the phone number that we have, that wouldn't have anything to do with that part of it.
[CUSTOMER][NEUTRAL] OK. I do have, I do have.
[AGENT][NEUTRAL] But again, just have him.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I do have the office number and see if that's the correct office number you have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is the office number.
[AGENT][NEUTRAL] No, ma'am, that's not it either. So, yes, ma'am, we definitely need to have him give us a call when he, when he can, um, so that we can get this information corrected in the system for you all, OK?
[CUSTOMER][NEUTRAL] Girl, he getting the phone call right now.
[AGENT][NEUTRAL] I hear you. I'd be doing the same thing. Yes, ma'am. I don't know what this number is, but I just know that that nothing you've given me is what we have and um we can only again for security.
[CUSTOMER][NEUTRAL] And we are you sure you have the right account?
[AGENT][POSITIVE] I'm positive.
[CUSTOMER][POSITIVE] And you have the right account.
[AGENT][POSITIVE] Positive.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know his email address?
[CUSTOMER][NEUTRAL] Bring and care.
[CUSTOMER][NEUTRAL] Uh, yes. Wait, I gotta get that off my computer. It's a [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, wait, wait, I'm gonna get it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's crazy because I gotta learn how to do it, uh.
[CUSTOMER][NEUTRAL] I know the computer but I don't know the computer.
[AGENT][NEUTRAL] You sound a lot like me. I would, I would be OK if we went back to the old way that we used to do things personally, but that's just me. It seemed like it was easier. Uh, a lot of times technology to me doesn't seem like it's easier.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][NEGATIVE] OK, come on, show me where now I gotta find out where the hell it is. Log into your account.
[AGENT][NEUTRAL] So I guess I'm telling my age a little bit. I guess I'm telling my age a little bit. Obviously, I'm not one of these young people who love all this technology.
[CUSTOMER][NEUTRAL] Well, I have to give up. My grandson just came in last night from college, and I told him, I said, I said, baby, I said, you gotta come over to my mom's. I said, I got a list for you to put on my computer because he puts it where I can just press the button.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] There you go. That's, that's perfect. That sounds perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh come on, where, where in the hell is it? Wait, I gotta look in my little book. I'm trying to figure out how in the hell [PII] brought his email is and then I'm looking all over and I got my little book right here.
[AGENT][NEUTRAL] And if you can't, that's not a, you don't really don't even have to verify that with me, Miss [PII]. That's OK. I was just gonna, if you knew it, don't go to a whole lot of trouble because when he calls us, we can verify that with him to make sure it's correct again cause I, if you'll just verify since we don't, can't do the phone number, do you know the last four of his social?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There we go, alright, yes ma'am, so we just needs to call us so we can verify this email and then get the phone number fixed. OK, so I show.
[CUSTOMER][POSITIVE] So that's correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now did you send one fax for like more than one data service or did you send separate faxes?
[CUSTOMER][NEUTRAL] I have 22 faxes that I sent in because they're 2 different claims.
[AGENT][NEUTRAL] OK, so we only received one.
[CUSTOMER][NEUTRAL] One was the one was the.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Which one did you receive?
[AGENT][NEUTRAL] We received a total, this one was 12 pages.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that hospital?
[AGENT][NEUTRAL] And that's the hospital indemnity.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Do you think they could have stuck them all together?
[AGENT][NEUTRAL] Now that I don't know. I wouldn't know that until it goes and it's actually reviewed by one of the examiners.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Do you know how many pages?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Each one of them consisted of?
[CUSTOMER][NEUTRAL] Alright, the first one had 11.
[CUSTOMER][NEUTRAL] Yeah, first, the first fact they had 12 pages.
[AGENT][NEUTRAL] That's the only one we've received.
[CUSTOMER][NEUTRAL] Then they sent in another.
[CUSTOMER][NEGATIVE] God damn, it cost me 10 bucks to do this.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] And I'm gonna go back over there tomorrow and say hey, they didn't receive it. Now the second one had had 9 pages and I have confirmation that y'all received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Now they can what time it can take up to 24 uh about approximately 24 hours for it to when it's faxed to get uploaded to your policy. This one, you know, I show was received and it was actually this one was actually uploaded on the policy yesterday, but there's not been anything that was the 12 pages.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So as of right now, it does not appear that we received the one that was 9 pages.
[CUSTOMER][NEUTRAL] OK, well, just to throw this at you, the one on the 12 pages.
[CUSTOMER][NEUTRAL] Was 2nd, the one with the, with the 10 pages was facts first.
[AGENT][NEUTRAL] OK, so something happened. Mhm.
[CUSTOMER][NEUTRAL] The time was
[CUSTOMER][NEUTRAL] OK, the time was at [PII]
[CUSTOMER][NEUTRAL] That was faxed and then the second one went through at [PII].
[AGENT][NEUTRAL] And that was the second one was the 12 page.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] The one that we have? OK. So I'm not, I can't say, I mean, honestly, this is one of those technology things I don't have an answer for. Um, but the one that we received.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEGATIVE] But it's still trying to load some of this information.
[CUSTOMER][NEUTRAL] OK. Because the 12 pages was a hospital.
[AGENT][NEUTRAL] This was for [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am. That's what we've received.
[CUSTOMER][NEUTRAL] Yes, that was, I was, I was in the hospital. You so you, uh, that, that's the big one. So I'm hoping that's the one you got. Now, the other one is the wellness.
[AGENT][NEUTRAL] Yes, and that's the one I'm not showing.
[CUSTOMER][NEUTRAL] Yeah, I mean
[CUSTOMER][NEUTRAL] OK, so I guess I'm gonna have to re-fax that.
[AGENT][NEGATIVE] I don't have a wellness.
[AGENT][NEUTRAL] Now, of course, when Mr. um [PII] calls in.
[AGENT][NEUTRAL] There is a way that we, you all can set up a profile online in our portal, Mr. [PII], and I know you don't really like to do online stuff. However, this portal is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's where you can like upload documents directly into that portal for us to review.
[AGENT][NEUTRAL] And you get a confirmation instantly saying that there was a successful upload and you can also check the claim status in this portal.
[CUSTOMER][NEUTRAL] I got
[AGENT][NEUTRAL] And have access to your explanation of benefits, but again that's one of those things that we can only provide the information for to Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since he's the policy holder, so when he calls in, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They should tell him about the portal.
[CUSTOMER][NEUTRAL] Can he give you authorization to let you guys to speak to me?
[AGENT][NEUTRAL] If he, yes, ma'am, there's a, once he calls us.
[AGENT][NEUTRAL] And we can verify and get over all of his information correct. There is a form that he can complete. It's a third party authorization form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That can be completed.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And put on file.
[CUSTOMER][NEUTRAL] OK, can I fax that to you guys too?
[AGENT][NEUTRAL] Yes ma'am, he can complete that you can print that from our website.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And he can complete that and sign it. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's what I thought.
[AGENT][NEUTRAL] It's an authorization to disclose information form, uh huh and then we would be able to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then there's another thing too I needed to ask. I, we did send in a form that [PII] signed for a direct deposit, and that was included into the uh the uh the packet of 12.
[AGENT][NEUTRAL] The 12 pages. Yes, ma'am. I did see a direct deposit authorization form.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so do we have to do anything different?
[AGENT][POSITIVE] And that I like.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK good.
[AGENT][NEUTRAL] No, once that, once this information that was received is processed, that direct deposit information will be entered into the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, good. um, and OK, what time do y'all stay open until?
[AGENT][NEUTRAL] [PII] Central time.
[CUSTOMER][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] Oh, OK, OK, well he might be home before y'all close and then I can get him a call.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, well, that would be perfect then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but I wanna, I'm kinda curious whose house phone numbers on there.
[AGENT][NEUTRAL] And uh you know, uh, yeah, I, I can, I can't answer that. We get this information via electronic enrollment, so, you know, there may have just been, I, I don't know. I hate to keep saying I don't know, but that's the truth. I, I just don't know where that, what this phone number is, so.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] I, I understand.
[CUSTOMER][NEUTRAL] OK, well, since, since you're answering all my questions now when, when I filled out the forms that goes with the hospitalization, I did call the girl and I asked her, I said, since [PII] is the insured and I'm the wife who signed it? Well, she said that I signed it, so is that true?
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] you. Correct, yes, because you are the patient. This claim is for you.
[CUSTOMER][NEUTRAL] Oh OK, that, that is correct. I wanted to double check.
[AGENT][NEUTRAL] Right, yeah, the claim is for you. The same, and I do see where you did sign it and dated it. Mhm.
[CUSTOMER][NEUTRAL] OK, that's what
[CUSTOMER][NEUTRAL] Yeah I did so that's why I wanted to double check on myself because this is the first time that I'm submitting in the claim and I have to get used to of the way y'all do it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Because we had another insurance before we transferred to this company to y'all's company, and they did it a little bit different, so that's why I'm just questioning it because I do all this and [PII] does it.
[AGENT][NEUTRAL] Uh-huh. Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I understand now in the future it may be easier for you if to have just to provide your APL information to the facility or to the provider because most of them will file this for you so it saves you from having to do so much and getting all the documents and everything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yes, the providers will file for you, most of them will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so, so what you're saying that I just have to call up?
[AGENT][NEUTRAL] Well, like when you go to the hospital, you would have to, no, you would have to get the hospital your APL like policy number and our phone number, and then they would, you know, call to verify and then
[CUSTOMER][NEUTRAL] I just have to call on the phone.
[AGENT][NEUTRAL] Typically they will file your claims. If you present them with your insurance information. Uh-huh. If you, if you give them your insurance information, most hospitals and doctors will file for you, but in the event that they don't, then obviously you could file just like you have this time.
[CUSTOMER][NEGATIVE] Oh, I had no clue.
[CUSTOMER][NEUTRAL] Oh, I had no idea about that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, now you don't think that they would think that that that's insurance where they get paid, right?
[AGENT][NEUTRAL] Well, that would be dependent upon the, you know, if they file the claim, typically, you know, then, yes ma'am, depending on how the claim is filed and the assignment of benefits is filled out, if the provider files the claim and there are benefits payable, then they would go to the provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then that would just decrease what you, the amount you owe.
[CUSTOMER][NEUTRAL] Oh, but I don't think we have that kind, no this, no, well this, this year is for, I mean we took it that this is for like this helps me pay the deductible and stuff.
[AGENT][NEUTRAL] This is a limited benefit plan.
[CUSTOMER][NEUTRAL] OK, so 9.
[AGENT][NEUTRAL] So again there, yes ma'am but providers will file this for you uh but that's entirely up to you as to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whether you wanna file it or you want to just provide them your APL information like I said our policy number um your policy number with us, our phone number and let them know that you have a limited benefit plan with APL and they can call to verify information.
[CUSTOMER][NEUTRAL] But I, you see, I'm lost on this because this is supposed to be just like we had that other company that the, well, his mom, his work company had dealt with another insurance that we had to file every time and the money gets paid back to us like if we go to a wellness, you get a certain amount back. You go in the hospital, you file a claim, you get that back because that helps me, you know, helps me pay with the deductibles.
[CUSTOMER][NEGATIVE] Because when I go in the hospital, I have to come out of pocket and pay my deductible.
[CUSTOMER][NEUTRAL] Do you understand what I'm saying? So this is not this kind of.
[AGENT][NEUTRAL] But I do, but this plan, no, ma'am, this is not uh like a gap insurance. This is a limited benefit plan that pays specific amounts for certain services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that is what we had before.
[CUSTOMER][NEUTRAL] But I knew what we were getting back because we've been with them for like 12 years.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it was supposed to be the same kind of insurance, that's all I know.
[CUSTOMER][NEUTRAL] According to [PII], because of course they do this at his job and then you have to resign.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I am totally lost on it now because well we're gonna see what happens with this because I don't understand exactly how it works anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, like I said again, we've received the one time. It is in line for review. Typical review time is approximately 7 to 10 business days.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And then whenever Mr. [PII] is available you'll call us back so that he can get we can make sure all this information is correct and then we can provide him the information for the portal so that if you all choose to you can set that up and be able to have access to your information online also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, um, we'll just wait and see what happens on this and so I can understand how this thing works, but I will gonna, I don't worry, my grandson's gonna add this to my computer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There you go. Give him something to do right out of the gate when he gets there.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, he already knows. I have a list for him.
[AGENT][POSITIVE] Blessed. Oh, that's sweet though. And he, I'm sure he's very happy and glad to do it for you, Mr. [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, he, he is. Every time he comes in, he, he, he says, my mom, what did you do to the complete compu computer? I said, I don't know. I said you just have to fix it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, I
[CUSTOMER][POSITIVE] And so he fixes it for me every time because I don't know what in the world I'm doing.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Well, is there anything else, Miss [PII], that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Well, OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that is it, and I will get [PII] to call, and what was your name again?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, should he call back and ask for you?
[AGENT][NEUTRAL] No, ma'am. I mean, not necessarily. I, I will not be here much longer today anyway. Anybody, anybody that answers would be able to help you all and I'm gonna make a note uh regarding the things that we talked about.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh OK good uh thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and again, it was my pleasure in speaking with you today, Mr. [PII], and I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] OK, OK, bye bye.
[AGENT][NEUTRAL] Bye bye.