AccountId: 011433970860
ContactId: 2d2b2384-7f7b-4765-9921-9b69fcd2a7a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2053500 ms
Total Talk Time (AGENT): 383995 ms
Total Talk Time (CUSTOMER): 1121440 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2d2b2384-7f7b-4765-9921-9b69fcd2a7a2_20250224T22:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm, uh, [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you telling me your name?
[CUSTOMER][NEUTRAL] [PII], my name.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, um, I received uh a pill.
[CUSTOMER][NEUTRAL] From Optum.
[AGENT][NEUTRAL] From Optum
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you're wanting to check on a claim status?
[CUSTOMER][NEUTRAL] Can you help me, give me translate to Arabic?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you help me or get uh translate to Arabic?
[AGENT][NEUTRAL] Arabic?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Language Line Solutions. Please enter your six digit client ID.
[CUSTOMER][NEUTRAL] For Spanish, press 1. For other press 2.
[CUSTOMER][NEUTRAL] Please speak the name of the desired language.
[AGENT][NEUTRAL] Arabic.
[CUSTOMER][NEUTRAL] I understood Arabic. If this is correct, say yes or press 1. If this is incorrect, say no or press 2.
[CUSTOMER][NEUTRAL] Please hold for an interpreter.
[CUSTOMER][NEUTRAL] Thank you for calling Language Line Solutions. This is, uh, [PII] at the number [PII]. I'll be or we can talk to people to save this call maybe one or two and quality assurance purposes.
[AGENT][NEUTRAL] OK, thank you. My name is [PII]. Um, this is APL and the member um speaks Arabic. Um, do you want me to go ahead and connect them in with us?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] He's on the line.
[CUSTOMER][POSITIVE] Thank you, ma'am. [PII] so I start.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know. Yes, ma'am.
[AGENT][NEUTRAL] OK, um, I would say, may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, I think it will come. I said no policy.
[CUSTOMER][NEUTRAL] Uh, [PII] telephone [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Yes, ma'am. So phone number is [PII].
[CUSTOMER][NEUTRAL] Policy number 0254.
[CUSTOMER][NEUTRAL] 468 4.
[AGENT][NEUTRAL] Thank you for that. And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, per mead.
[CUSTOMER][NEUTRAL] Uh, [PII]. Uh, address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Verified.
[AGENT][POSITIVE] Thank you. And all the information.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Provided as a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEGATIVE] Uh, one, mama [PII] here fuck up uh little hack minute benefits what is uh uh Romaniani uh I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for the claim on [PII] from American Health Network?
[CUSTOMER][NEUTRAL] Uh, the one, had it, uh, because uh leioba American Health Network.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, my more of the the the wars.
[CUSTOMER][NEUTRAL] [PII] and need a memo I mean [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] my valid name.
[CUSTOMER][NEUTRAL] Are is.
[CUSTOMER][NEGATIVE] Y'all what about shit in your ass.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] with the giga [PII].
[CUSTOMER][NEUTRAL] Give me 1 2nd, I will double check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, actually it's with regards to the, the claim that was submitted on the on [PII].
[AGENT][NEUTRAL] OK, yes, that's the, that's this claim here. So what was your questions that you had about it?
[CUSTOMER][POSITIVE] Uh, but so are more good than [PII].
[AGENT][NEUTRAL] Wait, I'm sorry.
[AGENT][NEUTRAL] Hold on one moment, I'm sorry. That this one was um the last claim that we processed was received on [PII]. There is no claim after that.
[CUSTOMER][NEUTRAL] piece of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My bad.
[CUSTOMER][NEUTRAL] Well, [PII] I was in a vial bit uh [PII] our statement dead.
[CUSTOMER][NEUTRAL] You about pass for bride.
[CUSTOMER][NEUTRAL] Uh, and so the Bartella Crisa.
[CUSTOMER][NEUTRAL] But [PII] has sabbata fora.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK, uh, even, even a kid so I know. OK, so, uh, actually, uh, uh, [PII] is the day, um, uh, the, the, the, the, the, the date on the letter that I received.
[AGENT][NEUTRAL] OK, on the letter, does it have a claim number?
[CUSTOMER][NEGATIVE] Disregard.
[CUSTOMER][NEUTRAL] Well, uh, aka the risala.
[CUSTOMER][NEUTRAL] Uh, spa.
[CUSTOMER][NEUTRAL] The account number.
[CUSTOMER][NEUTRAL] There is an account number.
[AGENT][NEUTRAL] Well, so we already have the account number. I'm trying to locate the claim. You have, what, what is the letter there? Does it say explanation of benefits?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, Fatura, Fatura.
[CUSTOMER][NEUTRAL] Fatura
[CUSTOMER][NEGATIVE] That's what I'm in pain.
[CUSTOMER][NEUTRAL] The dollar.
[CUSTOMER][NEUTRAL] Uh, actually it's a bill, it's a bill of an amount of uh 800 $12.
[AGENT][NEUTRAL] OK, so if you have the bill there and this in [PII] is the day that you had the services, it hasn't been, the claim has not been filed. You can still file the claim though.
[CUSTOMER][NEUTRAL] Well if I can have the I can.
[CUSTOMER][NEUTRAL] Manyani uh lan them that to them and [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Yeah and he he had to go like either kill them all [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Took to cut them aha umani took dirty uh they take to cut them and uh I had the little his mother put them like yam sabotage.
[CUSTOMER][NEUTRAL] [PII] [PII] name we name.
[CUSTOMER][NEUTRAL] OK, um, actually, no, the service was provided on the [PII].
[CUSTOMER][NEUTRAL] Uh, on [PII] and also [PII] and [PII].
[AGENT][NEUTRAL] OK, so you only have 3 claims on file. One is from [PII].
[AGENT][NEUTRAL] The other is for, oh, that's for [PII] also.
[AGENT][NEUTRAL] And then the last one is from [PII]. Those are the only three claims that we filed. So if you have bills there that that means that a claim needs to be filed for that bill. So you can either call the provider and tell them to bill us or you can submit the claim by yourself, but there is no claim on file here for any February date of service.
[AGENT][NEUTRAL] Are you asking
[CUSTOMER][NEUTRAL] Sure, I'm [PII]. Yes, ma'am I'm sorry, ma'am, go ahead.
[AGENT][NEUTRAL] Oh, it's OK. Are you asking about the denied claims from [PII]?
[CUSTOMER][NEUTRAL] uh uh uh uh uh uh uh uh uh uh uh um ar.
[CUSTOMER][NEUTRAL] But either he had had bata orb.
[CUSTOMER][NEUTRAL] In the [PII] in my home here or in uh claim thermal mo arena.
[CUSTOMER][NEUTRAL] So I've had diarbatasha Hadiana staholo.
[CUSTOMER][NEUTRAL] You travel a lot?
[CUSTOMER][NEUTRAL] No, uh, I'm, I'm sorry, ma'am, what was the last question you asked?
[AGENT][NEUTRAL] Um, I asked if he was referring to the, excuse me, the denied claims in January, on [PII], or the last claim we processed, which was for [PII], that was a, a paid claim.
[CUSTOMER][NEGATIVE] Uh uh uh age help clean the we cannot um batawa I will kill bearbashiriwat.
[CUSTOMER][NEGATIVE] Oh la haania telefala I know bemotura.
[CUSTOMER][NEUTRAL] La whoa statement Janohaamatymarbatawahi.
[CUSTOMER][NEUTRAL] We matabatawahi.
[CUSTOMER][NEUTRAL] Uh, who are you?
[CUSTOMER][NEUTRAL] You are about [PII] about why they want the dot.
[CUSTOMER][NEUTRAL] We sobapaha.
[CUSTOMER][NEUTRAL] Babe, here the [PII].
[CUSTOMER][POSITIVE] Yeah, I need, I need to call you know my fish my fisher barrow.
[CUSTOMER][NEUTRAL] about.
[CUSTOMER][NEUTRAL] OK. What's name, huh? OK. [PII].
[CUSTOMER][NEUTRAL] OK, uh, uh, OK, um, I'm sorry, ma'am, so, so actually the, the statement, uh, covers, uh, a bunch of, uh, uh, dates, uh, uh, [PII], another [PII], and another [PII], and then [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, but there isn't any in, uh, [PII].
[AGENT][NEUTRAL] So we only have [PII] and [PII], so any other date of service, you'll need to file a claim for that. There's no claim here on file, you just have the bill there, but we need to receive the claim so we can pay that bill or give a decision.
[CUSTOMER][NEUTRAL] Say that.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Uh, you said arbataha or bashir fuck up.
[CUSTOMER][NEUTRAL] I, I eat a rich. I eat a ribruri in my in the my home home my our in terminal claim with res [PII] a car.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I on the 3 I yeah, I need this.
[CUSTOMER][NEUTRAL] Yeah, here's the guy.
[CUSTOMER][NEUTRAL] OK, so, uh, I think, uh, you, you mentioned that uh one of them was uh rejected. Which one was rejected?
[AGENT][NEUTRAL] Um, there are two claims here for [PII]. Um, they were both non-covered charges. Both claims were denied.
[CUSTOMER][NEUTRAL] Be in uh the the uh batasher we are bataer uh yeah uh how they contain um uh yanwatrafado.
[CUSTOMER][NEUTRAL] So you know.
[CUSTOMER][NEUTRAL] Uh, what, what's the reason?
[AGENT][NEUTRAL] Um, the services are not covered unless it's defined by the policy. So these two services on, on these two claims are non-covered charges.
[CUSTOMER][NEUTRAL] policy policy policy.
[CUSTOMER][NEGATIVE] He got [PII] fuck [PII].
[CUSTOMER][NEUTRAL] Uh, actually, they were just, uh, doctor's visits.
[AGENT][NEUTRAL] So the first claim, claim 3555535 was denied.
[AGENT][NEUTRAL] Because, hold on one moment, it's coming up now.
[AGENT][NEUTRAL] Because Vinny puncture is not covered by the policy.
[AGENT][NEUTRAL] And then the next claim.
[CUSTOMER][NEUTRAL] I'm talking about.
[AGENT][NEUTRAL] 00, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I, I was just asking, you said uh benny puncture?
[AGENT][NEUTRAL] Yes, that was the um service that was provided and it's not covered by this policy, so that first claim was denied.
[AGENT][NEUTRAL] And then there's another
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, ma'am. I'm sorry, ma'am. Go ahead. I'm sorry for interrupting.
[AGENT][NEUTRAL] Oh, it's OK. Then there's another claim on 3555598, that was denied.
[AGENT][NEUTRAL] Because the policy only provides treatment for conditions defined by the policy, so that was, um, whatever was done was not done, I'm sorry, it was not a covered, um.
[AGENT][NEUTRAL] Service.
[CUSTOMER][NEUTRAL] Uh, I, sure, he has a uh claim he becomes a hamsa.
[CUSTOMER][NEUTRAL] I believe come in table hamsa hamsa.
[CUSTOMER][NEUTRAL] uh uh has a uh in in in el el el el policy.
[CUSTOMER][NEUTRAL] Lassa indiana ham ham.
[CUSTOMER][NEUTRAL] So I, I don't have, I don't have, there isn't a claim ending with 55.
[AGENT][NEUTRAL] No, there's no claim ending in 55. There's one ending in 3598 and 15.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am. The, the first one of, uh, [PII], it's 355 and then.
[AGENT][NEUTRAL] So it's 312345 and then 35.
[AGENT][NEUTRAL] And then the other one that's for [PII] is 3123.
[AGENT][NEUTRAL] 2345 and then 98. They both have data service [PII].
[CUSTOMER][NEUTRAL] You're in the money.
[CUSTOMER][NEUTRAL] in the in the hamsa bahasa but the hamsa.
[CUSTOMER][NEUTRAL] But then uh I said this has the money.
[CUSTOMER][NEUTRAL] about the uh yeah, and it isatiza the latter the money at the lad.
[CUSTOMER][NEUTRAL] These are, these are the lot of the money.
[CUSTOMER][NEUTRAL] Uh, Talaitaarbawa ithasa.
[CUSTOMER][NEUTRAL] give me give me give me.
[CUSTOMER][NEUTRAL] A lot of the money or the ladder?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What tala tamaniaita.
[CUSTOMER][NEUTRAL] You are?
[CUSTOMER][NEUTRAL] Oh, we see our head.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Wellhalata.
[CUSTOMER][NEGATIVE] But the last of the money I mean.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm like.
[CUSTOMER][NEUTRAL] Nearly still under.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Male had the Aramma will [PII] mkalaba.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Uh, OK, ma'am, so, uh, does, does the, the, the service, uh, code or the service number, uh, appear, let me show up to you because you know I have these, uh, uh, you know, service, um.
[CUSTOMER][NEUTRAL] Uh, numbers, um, uh, and, but I'm not sure which ones, uh, uh, the ones I, I have, uh, submitted the claims for and which ones I haven't because you know I have this, uh, service number ending with 383-386.
[CUSTOMER][NEUTRAL] 061.
[CUSTOMER][NEUTRAL] 02 5
[CUSTOMER][NEUTRAL] And 053 and 382.
[AGENT][NEUTRAL] Right, so what are these numbers that you're giving me? Are they from the bill that you have or are they from the letter from American Public Life?
[CUSTOMER][NEUTRAL] [PII] has he has he so what will mean mean uh American public life.
[CUSTOMER][NEUTRAL] In American public.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The uh from from the bills.
[AGENT][NEUTRAL] Right, so what I'm trying to explain to you is the bills that you have, we don't have that information. There's no claim here for the bills that you hav[PII] We only have 3 claims, the ones that we went over. So anything else that you have, you need to submit it so that we can process it. There's nothing here for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] In heavy head for mamaguda and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But in the [PII] is the income is mm mor back to cut them leba to cut them creams I came you know will be camel.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, got it.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] Are you what? Hello. Fatu I mean [PII] in autumn you mean [PII].
[CUSTOMER][NEUTRAL] So yeah, that is mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Yeah, I need to ask this hell hell is still mulfaturalela is a telemota had fibaaliba claims.
[CUSTOMER][NEGATIVE] Yeah, the fat slaver the patua.
[CUSTOMER][NEUTRAL] OK. Like you won't come in my about bus.
[CUSTOMER][NEUTRAL] I mean [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Its named the [PII].
[CUSTOMER][NEUTRAL] Malaga Alpha Romeo Abahain.
[CUSTOMER][POSITIVE] [PII] smile.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. OK. Oh, [PII] come on.
[CUSTOMER][NEUTRAL] [PII] mean mammal quest.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The [PII] so.
[CUSTOMER][NEUTRAL] The, the Ramalal bill number.
[CUSTOMER][NEUTRAL] Uh [PII] favorite name [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh, yes, ma'am. So, 111 more question. Uh, so there are two other, uh, bills. I wanna just check if you have received them. If not, I will submit a claim. Uh, the first one from Norton for, um,
[CUSTOMER][NEUTRAL] Uh, for an amount of uh 1,454.
[CUSTOMER][NEUTRAL] And it's in the name of uh Rem Ismail.
[CUSTOMER][NEUTRAL] Uh, the wife.
[CUSTOMER][NEUTRAL] And also the other one from uh Quest.
[CUSTOMER][NEUTRAL] Uh, for an amount of $500.95.
[CUSTOMER][NEUTRAL] Uh, and, uh, I have the, uh, the bill numbers if you, if you want.
[AGENT][NEUTRAL] OK, for your wife, what was the total of the claim?
[CUSTOMER][NEUTRAL] 1,454.
[AGENT][NEUTRAL] And who's the name of the provider?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[AGENT][NEUTRAL] What's the data service on the bill that you have there?
[CUSTOMER][NEUTRAL] Uh, is this.
[CUSTOMER][NEUTRAL] Yeah, I'm now I'm.
[CUSTOMER][NEUTRAL] OK. So, the date of service is [PII]. Uh date of the bill, uh, uh, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] No, I don't see it. There are claims from [PII], but I don't see one with your um charge or the name of the provider.
[AGENT][NEUTRAL] So you can submit that one too and we'll process that one as well.
[CUSTOMER][NEGATIVE] Hai [PII] for uh for cut them cut them fibaha come on uh killing.
[CUSTOMER][NEUTRAL] Have the lemon Norton.
[CUSTOMER][NEUTRAL] So I got quest.
[CUSTOMER][NEUTRAL] Uh, what about the, the one for Quest?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Uh, I mean I come 30.
[CUSTOMER][NEUTRAL] November.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Tea.
[CUSTOMER][NEUTRAL] That are Hama Al Fatura with the money I I name.
[CUSTOMER][NEUTRAL] OK. So the, the, the
[CUSTOMER][NEUTRAL] The bill date is [PII].
[CUSTOMER][NEUTRAL] But the date of service is [PII], [PII].
[AGENT][NEUTRAL] Right. Remember we only have [PII] and [PII], so everything else you you need to file a claim for.
[CUSTOMER][NEUTRAL] Sure, Ma Mareha na eldi uh hack 14.
[CUSTOMER][NEGATIVE] With, uh, with Sania 24 fuck up 0 you had a zero you got them feeble.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, got it.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, [PII] she honey.
[CUSTOMER][NEUTRAL] No you.
[CUSTOMER][NEUTRAL] That are is uh [PII] Male [PII] of the dale tin tin la tatu.
[CUSTOMER][NEUTRAL] OK, uh, just a question about, uh, Doctor [PII]. Uh, is he, uh, uh, under the, I mean, is he within the network, uh, I mean his visits will be covered or not?
[AGENT][NEUTRAL] Um, so your policy is a hospital indemnity policy, so there's no network on that part of it. You do have a PPO network that's added through multi-plan.
[AGENT][NEUTRAL] We don't have multiplan's list of providers, but I can give you their phone number if you wanted to call to see if your doctor is in network with the multi-plan part of your policy.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, ma'am, what's the first part about the policy? You said uh about the hospital?
[AGENT][NEUTRAL] Yes, it's a hospital indemnity policy, so it's a limited medical policy.
[AGENT][NEUTRAL] So there's no network for that part, but he has an additional PPO network through multi-plan, but he has to go through multi-plan to get their list of providers. We don't have that.
[CUSTOMER][NEGATIVE] Um, I sure have el el policy, uh, fuck up the uh the hospital my end.
[CUSTOMER][NEUTRAL] Um, for the uh hospital and uh multiply era.
[CUSTOMER][NEUTRAL] Sure, I know, uh, there you are, let me, um, yes, yes, I need his phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need the phone number of the PPO.
[AGENT][NEUTRAL] OK, so it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ah right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] At.
[CUSTOMER][POSITIVE] Thank you. Uh, all right, ma'am. Thank you so much for calling. Is, is that all?
[AGENT][POSITIVE] Yes, that's all. Thank you so much.
[CUSTOMER][POSITIVE] You're very welcome. Bye bye.