AccountId: 011433970860
ContactId: 30daa8ff-c36e-4b7f-9bb7-c8eef8690a01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1353459 ms
Total Talk Time (AGENT): 694600 ms
Total Talk Time (CUSTOMER): 569411 ms
Interruptions: 11
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/30daa8ff-c36e-4b7f-9bb7-c8eef8690a01_20250327T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], how are you? Um, I'm enrolled in your service, but I'm trying to get online and it won't allow me to um put myself in as a user. It doesn't recognize me.
[AGENT][NEUTRAL] OK, so you're the insured and you're trying to set up your personal profile in our portal, but you're getting an error message? OK, yes, ma'am. Well, I can try and help you with this. So first off, who am I speaking with? Oh, you're welcome.
[CUSTOMER][NEUTRAL] I am, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's, it's [PII].
[AGENT][NEUTRAL] OK. And [PII], if you'll please spell your last name for me.
[CUSTOMER][NEUTRAL] Certainly, it's [PII]
[AGENT][POSITIVE] OK, thank you. And then also [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, if you can see it in front of you, it's this one, but it's [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][POSITIVE] Um, policy number is, hang on, I've got it right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] so uh.
[CUSTOMER][NEUTRAL] And it's right in front of me. OK, policy, policy, policy number 22342969.
[AGENT][NEUTRAL] 2342969, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, thank you, so give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], I will need to verify several things with you first, for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me. What is another number that we could have?
[CUSTOMER][NEUTRAL] Oh, that should be my name. What was there, yeah, that's my cell phone number [PII]. Maybe you've got my work number, which is a [PII].
[AGENT][NEUTRAL] It may be
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Oh, so it's [PII]?
[AGENT][NEUTRAL] OK, thank you very much for verifying everything. So, yes, ma'am, the only, I've added your cell number now on file, but we only have the work number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then, yes, it is your work email address that's on file.
[CUSTOMER][NEUTRAL] OK, yeah. I is it possible we can change that over to my personal number and email?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yes, I can remove the work number if you would like and have just your cell phone number on profile for you. Now I can also update the email now I will.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, you'll never get me at work.
[AGENT][NEUTRAL] Now I will let you know um because of how we receive your information for your employer um electronically.
[AGENT][NEUTRAL] If we receive a file that still has your work email on it instead of your personal, it will override my change, but I can I will change it now, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that you can set up your profile, but if it does change back, that would be why. I just don't want you to think, you know, call back and say, well, that's somebody to tell you that's not the email we have. Um, I, I've already changed that with you all, but that could be a reason that it would go back to this. So what is your personal email?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] It's my full name, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, no worries. Now, I've got that updated, so do you want to see if you can um
[CUSTOMER][NEUTRAL] So, let's see if I'm getting, yeah, I'm on the computer now, so [PII] zip code [PII].
[AGENT][NEUTRAL] Are you where you can try and set that up?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On my email.
[CUSTOMER][NEUTRAL] [PII] [PII] and my date of birth [PII].
[CUSTOMER][NEUTRAL] [PII]. Alright, let's see if it works. No, no user found. Don't let me in.
[CUSTOMER][NEUTRAL] Um, member ID, would I use a member ID?
[AGENT][NEUTRAL] What is your, no, ma'am, it's, yes, ma'am. You're either gonna, you have, no, your group doesn't have a member ID so you would need to use your full social. That is the only thing that we.
[CUSTOMER][NEUTRAL] Yeah, I just tried my social, yeah.
[AGENT][NEUTRAL] OK. That's the only thing we didn't verify.
[CUSTOMER][NEUTRAL] I just tried to sell something.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So what is the full social?
[CUSTOMER][NEGATIVE] I just put the social in and it doesn't.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, so that is not correct in our system.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh sorry, [PII], try that.
[AGENT][NEUTRAL] OK, so which, which one is is the correct one?
[CUSTOMER][NEUTRAL] OK, uh, it's allowed me in. It was me. It allowed me in. There you go, right, OK.
[AGENT][NEUTRAL] Oh, OK. So we have, so we did have [PII], and when you said [PII], OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's correct, yeah, yeah, yeah, yeah, yeah, that is. Yeah, that's it. So, OK, if I go in this way because I do have a claim to put through, so I'm best setting all this up now online and get my login so I can work through the claim this way, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Uh-huh. Sure.
[AGENT][POSITIVE] You can, you can submit your claims that way and I actually have a user guy, [PII] that I'll be happy to email to you if you would like that not only gives you the instructions for setting up your profile, which that's already done.
[CUSTOMER][NEUTRAL] Please, yeah.
[AGENT][NEUTRAL] But it also explains um how to upload documents and the types of files that can be uploaded for claims submission so yes I'll send that to you in just a moment and the email that you're gonna receive will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And I will put APL online service center in your subject line so that you can recognize that it's not being junk mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't think it will go to your junk or spam mail folders, but it might, you know, since we've not emailed you before. So if you haven't seen an email from care team in less than like 5 minutes, check your junk folder and see if it did go there.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right, will do. Let's see I'm submitting error. It's still give me an error when I try to get in, when I create in my account.
[CUSTOMER][POSITIVE] Username, put my password in, it's good.
[AGENT][NEUTRAL] Now your username can be any did it let you set up your username and your password?
[CUSTOMER][NEGATIVE] Yeah, I'm trying to do that, but when I submit it, it won't accept it.
[AGENT][NEUTRAL] OK, so your password has to meet that minimum criteria.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] That's listed there.
[CUSTOMER][NEUTRAL] OK, 815.
[CUSTOMER][NEUTRAL] Yeah, one lower one number.
[AGENT][NEGATIVE] And you have to use upper case and lower case numbers and then at least one special character. Now there's some special characters that it will not allow for security, for example, the hashtag mark, you can't use that.
[CUSTOMER][POSITIVE] OK, I got it, yeah.
[AGENT][NEUTRAL] Everything is hashtag now so we don't, we don't allow hashtags on our portal.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I see it now, yeah. Every everything just keeps changing. It's like you're so used to, oh, you're still not allowing me certain.
[CUSTOMER][NEUTRAL] Syllables, one syllable. I did do one syllable.
[CUSTOMER][NEUTRAL] I've got that.
[CUSTOMER][POSITIVE] And it blanks it once you get the one syllable, everything, I've got everything.
[CUSTOMER][NEUTRAL] Cause I, I've got one lower case with 8 characters not using them.
[AGENT][NEUTRAL] Ask for one.
[AGENT][NEUTRAL] An uppercase
[AGENT][NEUTRAL] Mhm. Uppercase letters, lowercase letters, numbers, and at least one special character.
[CUSTOMER][NEUTRAL] Yeah, I've got an uppercase.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I did that because each time I get it right, it fades out underneath, so.
[CUSTOMER][NEUTRAL] Yeah, so I'm doing all the correct digits.
[CUSTOMER][NEUTRAL] So it says, yeah, I got that in username [PII], put my password, my email matches, my telephone number matches.
[CUSTOMER][NEUTRAL] And submit. If the therapy it says option 4, call you guys and go to option 4.
[AGENT][NEUTRAL] So it's not letting you, it doesn't like your password, it sounds like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It's not accepting if it's still saying there, it's not liking the password.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, it doesn't mention anything about not liking the password. Let's try another one.
[AGENT][NEUTRAL] Well, if it's, yeah, if you should, yeah, because if you, once you put your uh create or
[CUSTOMER][NEUTRAL] So uh.
[AGENT][NEUTRAL] So your username and password then you should receive once and you click next or whatever it says down at the bottom then it should send you a confirm your account is suc successfully.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So if it's still leaving that information on the screen?
[CUSTOMER][NEGATIVE] It's still not accepting the password.
[CUSTOMER][NEUTRAL] Yeah, OK, let me see if I let you choose a password for me, you know, when it says do you want us or you?
[CUSTOMER][NEUTRAL] Let's see password, no, no, it doesn't.
[AGENT][NEGATIVE] I don't think it does. I don't.
[CUSTOMER][NEGATIVE] Oh dear. Yeah, no, it came up with now because every time when I put the password in underneath where you put the telephone number, it says like one lowercase one number and every time you do it correctly, once I put a lowercase in, once I put a number in, then that writing fades out to gray.
[CUSTOMER][NEUTRAL] OK, so 06.
[CUSTOMER][NEUTRAL] And points that have to be in a password, everything fades out to gray to say that I've done it correctly.
[CUSTOMER][NEGATIVE] And then it just won't let me go to the next step.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, and I've ticked my box. I've read it terms of use, blah blah blah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Look, it says look like we're experiencing technical difficulties.
[AGENT][NEUTRAL] OK, so what I can.
[CUSTOMER][POSITIVE] And it's now got a new.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only other thing that I could try would be to set up to see what I can do as far as trying to set it up with a temporary password you would have to do create, you know, do a password reset but to see if I'm getting the same error message because I'm not.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and it may not let me, it depending on how far it has actually let you go, but I will certainly try it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah, if you can, that will be fine because there's no info there at the moment.
[AGENT][NEUTRAL] Because no one has indicated that there's any, I haven't spoken to anyone who's indicated that they haven't been able to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Sign into the online service center today or that you know that we're working on it our IT department's doing any type of work on it so let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just redid it all again to start from scratch and we'll see if that works.
[AGENT][NEUTRAL] OK, so, so I'm on the username and password screen now, but um what I can go ahead and set your username for whatever you would like for it to be or try to again I'm just trying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my username was just [PII] yeah [PII], so [PII].
[AGENT][NEUTRAL] All lower case or did you include any upper case?
[CUSTOMER][NEUTRAL] All, all lowercase.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now let's see what happens so it's letting me go to next.
[AGENT][NEGATIVE] So far.
[CUSTOMER][NEUTRAL] OK, good. You can you can put in a password.
[AGENT][NEUTRAL] I did. Mhm.
[AGENT][NEUTRAL] I just, I did it.
[CUSTOMER][NEUTRAL] OK, that's right, and I'll be able to change it once I get in.
[AGENT][NEUTRAL] Yeah, let me, let me, yeah, because it's, so I have entered all the way down including the phone numbers and everything and everything under that on my screen is grayed out like the little bubble where one lower case, one number OK all of that is grayed out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that's what happens now too.
[AGENT][NEUTRAL] So, but the below that, it has cancel and Next. Do you have Next? Is that in a blue?
[CUSTOMER][NEUTRAL] Kidnaps
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so, yeah, in blue. So when you hit next, that's when it goes to it can't process.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So hit next
[CUSTOMER][NEUTRAL] And tell me what you say.
[AGENT][NEUTRAL] Yeah, it's, I'm still thinking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, tell me about it.
[CUSTOMER][NEGATIVE] I, I was getting that far, but as soon as I hit next it says no, there's a problem.
[AGENT][NEUTRAL] Mine's just, no, it says your account has been successfully created.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, Bravo.
[CUSTOMER][NEUTRAL] You see you've got the magic touch. I don't.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I don't know about that. I didn't have the magic touch earlier today when my system was giving me problems and I was calling my IT people and like, I need help.
[CUSTOMER][NEUTRAL] Oh, I know, I hear you.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so now it's going to log in so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Try, I'm, I'm gonna, yeah, try put your username in.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then, yeah, now the temporary password that I created for you.
[CUSTOMER][NEUTRAL] And my password?
[AGENT][NEUTRAL] That you definitely will need to change, but it's the word password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Their and the P is capitalized. [PII].
[CUSTOMER][NEUTRAL] Passwords.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just see if you can sign in with that, but you will definitely need to update it to change that password.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, of course. Yeah, that is a very popular password.
[AGENT][NEUTRAL] Like I said, that's what I use to test when people are having trouble.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] No, it's so so tell me already still having problems.
[CUSTOMER][NEUTRAL] Oops, there's been an error.
[AGENT][NEUTRAL] OK, then it has to be, are you on your work computer or your browser history?
[CUSTOMER][NEUTRAL] It's still yeah.
[CUSTOMER][NEUTRAL] No, I'm on my home computer.
[AGENT][NEUTRAL] Yeah, I'm not sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] [PII]. All right, you, you, so let's try it again.
[CUSTOMER][NEGATIVE] No, it's just gone. I know it's thinking it's not doing anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And what browser window and what browser window are you using Chrome?
[CUSTOMER][NEGATIVE] It's not playing with me now.
[CUSTOMER][NEUTRAL] I mean Google, Google, yeah, like, um, Google, so yeah, Chrome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, you're not gonna, this time you're not gonna select new user. You're just gonna select log in. You'll choose log because I've already set up your profile. Yeah, I've already set your mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, let's try. OK, yes, you did. All right, let's get in this way then.
[AGENT][NEUTRAL] So you're gonna click log in, put your username in, and then the temporary password that I gave you.
[CUSTOMER][NEUTRAL] That's where
[CUSTOMER][NEGATIVE] Of May. OK, I'm submitting and I've got my fingers crossed and it's faking.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] And I'm in Bravo. OK, yeah, thank you. You're a genie. You were magic. Thank you.
[AGENT][POSITIVE] Yay.
[AGENT][NEUTRAL] OK, so now just.
[AGENT][POSITIVE] Well, you, I'm certainly glad that I could work some magic for you today, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm certainly glad.
[CUSTOMER][POSITIVE] Thank, I listen, I need all the magic I can get as well.
[AGENT][POSITIVE] Don't we all? I'm, I'm in agreement with that.
[CUSTOMER][NEUTRAL] Yeah. So, yeah, so I do have, as you say, this is the gap insurance, right? So I do have a claim to put through because I have been missing days of work through sickness, um, you know, so, um, it'll be straightforward, right? I just follow all the instructions and off I go.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, and I can actually include now this policy right here is a supplemental policy to your primary health care insurance. So this helps you with co-pays, deductibles and co-insurance amount of coverage services. So you'll be able to see a copy of your policy certificate in your portal. You'll also have access to your ID cards, and I can like, I haven't sent that email yet but I can just attach.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, a Medli claim form as well, and the claim form can also be printed for just for future reference from our website at [PII], but it has the instructions on the top of page one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] About completing the form and what additional documentation you would need to provide us as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, yeah, because I mean it will be going like co-pays and stuff um it's right from the very start. I don't have to hit the deductible first before you start paying or you include the deduct that covers my deductible payment, yeah.
[AGENT][NEUTRAL] Well, you will have to, we will have to receive a copy of the primary insurance company's explanation of benefits also, that is one of the required documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that we can see the deductible co-paying co-insurance amounts. Now let me look on your policy office visits are not covered and any information up, yeah, OK, so I just wanna make sure any information I provide you, [PII], that you understand it's a verification of benefits and not a guarantee of payment, but this supplemental policy.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, cause I.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I get you. Yeah. Mhm.
[AGENT][NEUTRAL] You know, it doesn't cover office visits, but if you receive treatment in the doctor's office of some type, then yes, that uh lab work and an independent lab facility, those are things that we can review under your outpatient benefits.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right, good, yeah, because I've got quite a lot and I and as well I've got this sort of thing like coinsurance now that I need to pay on top of that. It's like it's a hot mess and I haven't got a clue what what's happening, you know, so yeah.
[AGENT][NEUTRAL] Uh, well, I can tell you for, just for future, you know, I see you've had the policy with us since [PII]. Always present your APL card along with your primary insurance card when you go for medical services because most providers will file both of your insurances and that would just make it a little easier for you, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If they will, but if they don't, then obviously you can always follow yourself like you're going to do now, um, and if you need any help, you know, you can call us and we'll be glad to assist you with that.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, awesome. Well, I appreciate your help today. You got me started. I mean, I should have done this 5 months ago, but yeah, I'm, I'm getting there slowly. Yeah, my head is spinning, you know.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, we did, there's not a timely filing limit with APL so that is also a plus as far as filing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][POSITIVE] Good. OK. All right, perfect. All right, wonderful. Well, thank you so much. I won't take any more of your time. I really appreciate it. Thank you.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Well, you're very welcome. And if that is all I can help you with, and [PII], thank you for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thanks. I'm sure I'll be calling you back again soon.
[AGENT][POSITIVE] You're welcome
[AGENT][POSITIVE] Well, you can. That'll be fine. That's what we're here for. All right.
[CUSTOMER][POSITIVE] All right, thank you. All right. OK, cheers. All right, bye, bye bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.