AccountId: 011433970860
ContactId: 33778a27-0a51-4a4c-a9c7-51e86ac87a52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1276290 ms
Total Talk Time (AGENT): 704176 ms
Total Talk Time (CUSTOMER): 598892 ms
Interruptions: 16
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/33778a27-0a51-4a4c-a9c7-51e86ac87a52_20250206T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, good afternoon, [PII]. So I'm calling regarding the benefits, uh, my, my benefits, please.
[AGENT][NEUTRAL] You just needing to check benefits?
[CUSTOMER][NEUTRAL] Yeah, I went to the office today, to doctor's office today, and I have to pay uh the this cash. So I would like just to know what my benefits are. I need to understand what I'm paying for.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, sure, yes, absolutely, we can take a look at your policy and those benefits. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I have my policy num I don't know, it says the policy certification number, is that right?
[AGENT][NEUTRAL] Yes, yes, that's it.
[CUSTOMER][NEUTRAL] OK. It's 02516518.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Alright, and [PII] but just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yeah, it's uh my home, right? It's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Oh, it's [PII]. It's my name and my last name. [PII], yeah, mhm.
[AGENT][NEUTRAL] That's it. OK.
[AGENT][POSITIVE] Got it thank you so much for verifying that information. Alright, give me just a moment, let me get your policy pulled up here and while I'm getting that pulled up, I'm of course more than happy to answer any questions you have over the phone, um, but I can also send you a copy of your policy, Nova, that way you've got, um, kind of a visual. It does go in depth as to what is and is not covered dollar amounts, frequencies, things like that, and it is very easy to read. It's not just a bunch of jargon. Did you want me to send this to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you. OK. Yes, please. Yes, and I also
[AGENT][NEUTRAL] Of course, um, did you want me to, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I also have my medical ID in the car, medical ID number if you need it, OK?
[AGENT][NEUTRAL] Oh no, that's perfectly fine. I, I just needed your policy number thank you though, um.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So did you want me to, uh, I can email this to you if you'd like, or did you want a paper copy in the mail?
[CUSTOMER][POSITIVE] Paper copied on the mail. Yes, I think it sounds better, yeah.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Of course I will get one sent to your address um now that was [PII] was that [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, the same [PII] and the apartment is the same, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, OK, wanted to make sure thank you. OK and now let's take a look um when you get your policy there's going to be obviously several pages um one page is going to be um the certificate schedule and it's just clear cut and dry um says what's covered the benefit amount and the frequencies. Most of the other pages are going to be more like um definitions um if you need clarification on something.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, let's see. What did you say you were seen for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, ask, ask again, what do you say?
[AGENT][NEUTRAL] I'm sorry, I know you said that you went, uh, for a procedure. What, what were you seen for? Was it just an office visit?
[CUSTOMER][NEUTRAL] Oh, OK. No, I, I, I went to the, my nurse office office visit. Uh, I gradually visit her, but just once in a year, and it was about time and I went this morning and I have to pay cash because they say that this is no insurance.
[AGENT][NEUTRAL] OK, but it was just for a regular, regular office visit, correct?
[CUSTOMER][NEUTRAL] And I pay in cash.
[CUSTOMER][POSITIVE] Yes, for follow up for my prescription, yeah.
[AGENT][NEUTRAL] Follow up OK OK so um and you did give them this information?
[CUSTOMER][NEUTRAL] What did you say?
[AGENT][NEUTRAL] You did give them, uh, this policy information for us, but they said that they couldn't take it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I, I, I, I, I, I uploaded the, the, I uploaded the, the card, yes, the card that I have here, the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand. OK, just wanted to make sure we were on the same page. OK, so yes, unfortunately it would be up to each provider if they choose to take it or not. I would encourage you, uh, going forward if anyone gives you any sort of push back or there's confusion as to what kind of policy this is, um, have them give us a call we do talk to providers all the time and so maybe we could alleviate some confusion and kind of clear some stuff up so they could file the claims for you.
[AGENT][NEUTRAL] That being said, uh, if they're not going to file the claims, you still can, and uh I can help you, uh, on how to file claims so especially if you got a bill, um, you can file claims for that absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I pay $150 cash today just for follow up to get my prescription.
[AGENT][NEUTRAL] My goodness, OK, OK, so do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I have my my computer here with me.
[AGENT][NEUTRAL] Perfect. OK, so the reason I ask is um I will say that our online portal is going to be the generally the quickest and easiest way to get claim information to us and it does have to be accessed on a desktop or a laptop it doesn't really have support for uh mobile devices like phones or tablets so when I can send you an email if that's easier uh that will have our link or I can just give it to you over the phone do you want me to just email it to you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Email it to me and I will, I will copy exactly the same email it to me through my [PII]. Thank you. Oh, you are so wonderful. Thank you so much.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK perfect so I will um of course and I know you said that you I I'm still going to mail you a copy of your policy, but I'll go ahead and put that in the email as well just so you've got it right now like you can get it much sooner um and you should be able to view it from your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so what you're going to do whenever I send you that link, um, you'll click on that all of the information that we verified, so this Yahoo account, all of that, um, that's what you're going to use to create the account. The information does have to match what we have in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then the only other thing I'm sorry, the information dump, but I just wanna make sure I let you know everything, um, there's going to be a spot that says member ID or your social security number, um, go ahead and put in your social security number that seems to clear up a lot of errors.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, we can.
[CUSTOMER][POSITIVE] OK, so I, I, I have my, my email open [PII], so I'm waiting any time you send me, OK? Yeah, I'm thank you.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Yes, OK, I'm getting it sent right now. Give me just a second.
[CUSTOMER][POSITIVE] Yes, yes. Oh, you're wonderful. I thought that I have to pay cash every time I go for my. Oh, OK.
[AGENT][NEUTRAL] Oh no, this is, no, I understand it's all of this is extremely confusing and especially when you're stuck in the middle like that between your insurance and the doctors and all that, you know, it's it it's pretty overwhelming so we definitely wanna do what we can. OK, bear with me just a moment, I'll let you know when this ends, um, so the subject.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] Mhm. Oh yeah, I finished the work and I have all the time.
[AGENT][NEUTRAL] So the um the subject is just going to be policy certificate um and I did just send it so let's wait just a couple minutes hopefully it gets to you pretty quick.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I, I'm, I'm getting, I live, I go out and I get in. Oh yeah, I receive it right now. Yeah, yeah.
[AGENT][NEUTRAL] OK, yeah, sometimes it's gotta refresh, think about it.
[CUSTOMER][NEUTRAL] No, OK, so, business click here, it says your business here click here to check if we met or exceed your expectations. Ah, that is not right. What would you like me to do with this one? Thank you for contacting me. OK, what should I do? uh where should I click in one link? [PII]?
[AGENT][NEUTRAL] Oh, what is it?
[AGENT][NEUTRAL] Yes, that's it, yes, [PII]. Yes ma'am, that is it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I click there and say username. It's gonna be my name?
[AGENT][NEUTRAL] Um, so you're actually going to go to, you should see a tab that says, uh, new user or create an account or something like that. Do you see that?
[CUSTOMER][NEUTRAL] Oh, OK, OK. OK, let me see.
[AGENT][NEUTRAL] Um, so just above, just above where it says username, um, it says log in and a new user in blue.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, new usage, yeah, new usage.
[AGENT][NEUTRAL] Yes, yes, yes ma'am, so then you're gonna hit that top that first option that says I'm an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we say PL insurance policy next. OK, next, provide the following information for individual account. Last name [PII], right? Yeah. Oh, that is easy because I know, I know my name and my, OK.
[AGENT][NEUTRAL] So like that
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] That's your
[AGENT][NEUTRAL] That's what we've got, so yes.
[CUSTOMER][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] OK, and you want to pull my Social Security, right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, complete or complete, OK.
[AGENT][POSITIVE] Yes, the full social and you don't have to put the dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK, residential zip code [PII]. Email [PII]. dates of birth date [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] [PII]. Now I'm going to say next but I'm checking that everything is correct. I see. OK, everything is correct, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, create your account, username. What do you suggest to put my user name? My name or my email?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Whatever you would like it to be whatever you would like it to be, um, I would of course I would have it something that's kind of easy to remember, but if you ever do forget you can always give us a call we can very easily recover that so you don't have to worry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I, I'm, I'm driving right now. Uh, I, I'm going, OK, I'm going to put [PII]. OK, and I'm writing down and the password to right now, OK, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I created my password.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] primary fun quarovios is [PII].
[CUSTOMER][NEUTRAL] This messages.
[CUSTOMER][NEUTRAL] What is.
[CUSTOMER][NEUTRAL] Oh, what is?
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] Those say those no simple.
[CUSTOMER][NEUTRAL] What do this.
[CUSTOMER][NEUTRAL] Don't say those.
[CUSTOMER][NEUTRAL] No. OK, let me see if I could, OK, yes, and I wrote my password and everything and my last name, so I'm not going to forget and I will put it on my, on my personal information later. So, OK, so let's see.
[AGENT][POSITIVE] Got you, yes, and again, no worries if you do forget you can always just give us a call and we'll be able to recover it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Mm, I think my password. OK, I put one symbol that it doesn't take. I put the, the symbol that it doesn't, OK, I went, of course. I.
[AGENT][NEUTRAL] Oh, of course.
[AGENT][NEGATIVE] Of course, they're so picky.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, now I know what to put. OK, instead of that symbol, I changed the symbol, that's it.
[CUSTOMER][POSITIVE] You are a wonderful person. Oh my goodness, thank you so much.
[AGENT][POSITIVE] Oh no, I'm happy to help. What I can do to help, of course.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, let's see now submitted. Yes, your account has been successfully created.
[AGENT][POSITIVE] Awesome. All right.
[AGENT][NEUTRAL] OK, so whenever you're ready um if you've got, I don't know if you wanna write it down, um, but I will let you know what we do need for you to file claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me. OK, so.
[AGENT][NEUTRAL] Let me know when you are ready. It can be a bit confusing, but this one I mean hopefully not it's just remembering certain things.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was Skype.
[CUSTOMER][NEUTRAL] OK, I am here, it says grew hospitality. OK, so I say my claims, I load documents. OK, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I need to, I need to put my document in the, in the computer and then upload it, right?
[AGENT][POSITIVE] Yes that is correct um and whatever is easier for you, um, most of the time they can just send you the um files or you can download them um but if you've got like a physical copy you can even just take a picture of it and upload it that way as long as it's clear and visible that is perfectly fine.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I yeah, yeah.
[CUSTOMER][POSITIVE] Yeah, I took, uh, I, I, I, I asked for the receipt for the receipt uh this morning, and thank goodness it's clear. Yeah, so I take a picture and, and I put it on my computer, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can yes, so I will say though, um, [PII] that we do need the itemized statement, but it also has to include diagnosis and procedure codes. So I'm not quite sure what they gave you all the providers are very different unfortunately with how they do things, um, so that might have that information on there. It might not. So you can go ahead and upload what you've got if you want to, and you know, once we get it processed, we'll let you know if we're missing any information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Unless you wanna just wait and contact your provider and tell them that you need that.
[CUSTOMER][NEUTRAL] Yeah, I, I embedded. Yeah, I'm going to call and ask for the diagnosis and, in the, in the EN level, and I'm going to put my, I'm going to write it down, yeah, it's better to do it correctly, right? Yeah.
[AGENT][NEUTRAL] Yes. So, mhm.
[AGENT][NEUTRAL] Yes, uh, yeah, I would say so because it can take us a bit to process the claim, so that's just less time that you have to wait, um, so itemized statement that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, claims status, confirmation service first name relationship over the policy number. Why are you telling me? I'm sorry, claim form. Oh, I click on claim form.
[AGENT][NEUTRAL] O[PII] no, that's.
[AGENT][NEUTRAL] Oh yes, um, I, I would go ahead and wait until you're ready to upload that information, um, and then you can do the claim form. uh this is for your this plan is called hospital indemnity, so that would be the claim form that you fill out, um, no, I was just making sure that you were aware it's the, um, what we need from the provider is the itemized statement that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let, let me put it down.
[AGENT][NEUTRAL] It does have to have all of that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's called uh Hospital indemnity, you said? OK.
[AGENT][NEUTRAL] Yes, that is the name of this kind of plan.
[CUSTOMER][NEUTRAL] Hospital indemnity. Thank you. I see it here and filter by time form authorization change continued. What is the time form? It says authorization to disclose information, change and request forms, continuation forms, miss or I don't have to do that one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, you, you shouldn't have to do any of those.
[CUSTOMER][NEUTRAL] Filter by phone time, no? OK. OK. OK.
[AGENT][NEUTRAL] Do you see, do you just see one that just says hospital indemnity or are you just seeing all those others?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I see hospital indemnity claim form, yes, download form, ah, OK, OK, download form. When I got it, I will download the form, and OK, and that is from that I can continue, right?
[AGENT][NEUTRAL] Mhm. Yes, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, and then you should be able to just fill it out through the computer, um, like your name and everything that you were being seen for, um, before we go any further, I did want to address because I don't think I even answered your initial question, um, I know we were talking about what was covered, so I know you said this was a follow up visit, uh, regarding prescriptions, correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Yeah, yes.
[AGENT][NEUTRAL] OK, so in short, and you'll see this um on your policy, but I can go ahead and tell you as this is a limited indemnity medical plan, it is just that it is a bit limited. So you've got a wellness exam benefit which, frankly I'm not quite sure if that would be considered what this is. I would think so, but it really depends on your provider and so that benefit amount is $75 and then you've also got a diagnostic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This this is not preventive. This this is not preventive. It was just follow a regular visit, yeah.
[AGENT][NEUTRAL] It was OK um was this in regard I know you said it was a prescription was it in regard to a sickness?
[CUSTOMER][NEUTRAL] Yeah, about depression, yeah, my prescription for the depression, yes. Mhm.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I understand. OK, so that might fall under the um outpatient sickness benefit as well, which is also $75. So I again when you give them a call, um, asking for this information, I would still just encourage them to give us a call too um so that we've got a better idea of what this will pay uh for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, OK, but you said that they pay, yes, they, they give it $75 you said?
[AGENT][NEUTRAL] For a wellness exam and for an exam in regards to sickness, so, and again it's, uh, it seems very broad, um, that's why I it really does depend on the provider so if they're willing to talk to us, um, so we can kind of just make sure you know that we, you know what we can and can't pay.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, yeah, depression is a chronic illness, of course.
[AGENT][POSITIVE] I completely agree. I, I just, uh, yeah, I'm on Prozac so I completely understand that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I cannot function without those pills. I just cannot function.
[AGENT][POSITIVE] No, no. Same, it is miraculous.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I tried getting off of it on my own and I was like, oh, I am not ready nope we're getting right back on that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You understand, right? You understand? Oh my [PII], you.
[AGENT][POSITIVE] Yes, absolutely, but you know what? that's OK. There is nothing wrong with it. The important thing is we're taking care of ourselves, right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh yeah, yeah, absolutely, we are a, I, I, I read a quote that, that, that say that taking care of ourselves is a divine responsibility, and I love that because it's true. It's a divine responsibility, yeah, yeah, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Absolutely I love that too. It really is. I love that. Oh, I'm gonna have to like write that down. That's, I love that, that is beautiful.
[CUSTOMER][NEUTRAL] It's a divine responsibility, and it's true. Imagine if we don't care about ourselves, who, who is going to do it. Nobody, right? Yeah.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Exactly, but that's all we have control of is ourselves. So that's always what I've been saying. Well, Miss [PII], I'm so sorry I've been chatting your ear off. Um, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] No, no, and once I got that all that information, I will, I will, I will uh do this online and I will, I will call tomorrow my, my, thank goodness I have a good relationship with uh my uh over there so I can call and add the information and make them call you guys too. OK, thank you so much, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, yes, if you need help going through it, um, you absolutely give us a call and we can walk you through, um, whatever we can do to help, but it was an absolute pleasure speaking with you, Miss [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, you too. Thank you so much and have a wonderful rest of the, of the evening, OK?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK, OK, bye bye.