AccountId: 011433970860
ContactId: 45a0d793-137c-4529-a69d-4ac0b5f5a66d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2140760 ms
Total Talk Time (AGENT): 531406 ms
Total Talk Time (CUSTOMER): 580984 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/45a0d793-137c-4529-a69d-4ac0b5f5a66d_20250523T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good, thank you. Um, I have a member on the line that he's calling about his disability and he said that there's some checks missing from the check he's just received, um, like there's some months that are missing, and I don't see them, so I'm not sure exactly what he's calling about. He said that he spoke to somebody and they were able to see it. They were just asking for additional information which he sent to us. That's what he said, OK?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number is 2265585.
[AGENT][NEUTRAL] OK. And his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEGATIVE] Rude, rude. I don't know how to say that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And he's looking for some claims. He said [PII]. So I checked the uh new policy because I see there is another one. but I didn't see those dates.
[AGENT][NEUTRAL] What is the other policy number?
[CUSTOMER][NEUTRAL] It's 2508727.
[CUSTOMER][NEUTRAL] what they do is DMO to um.
[CUSTOMER][NEUTRAL] And then send it out.
[CUSTOMER][NEUTRAL] So I think I just process one and then process another one.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEGATIVE] Look like that one denied the workers' comp.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's, that's the one for uh.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Is that [PII] or it's just [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I see that one but I don't see like a bunch of things.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I've seen a thing, that's only 24.
[AGENT][NEUTRAL] Uh, give me a second.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] You can go ahead and send him over and I could be looking at just in case he has some more questions.
[CUSTOMER][NEUTRAL] Sure, and the callback number is the same one in the system, the [PII], and I did verify all this information, OK?
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, thank you. Here he comes. Thank you for holding and being patient for me, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I've got a representative on the line and she's gonna assist you from here. She's in the claim support team, OK?
[CUSTOMER][POSITIVE] OK perfect thanks so much. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII], and how are you?
[CUSTOMER][POSITIVE] Yeah hi [PII] I'm doing well thanks.
[AGENT][NEUTRAL] OK, and she said she had a you had a couple of questions about some dates that were missing on your claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, so I, I, yeah, I finally received uh my claim check and I was going over the explanation of benefits and I noticed that, uh, 2 months 5-16 to 723 was left off and I know that uh you guys had requested additional information. I got the request.
[CUSTOMER][NEUTRAL] Uh, it looked like a [PII]. I got it back from the doctor certifying those dates on the physician's statement and then on [PII] I got an email from service claims and says thanks so much for your help. I processed your forms for carrier review and we'll be waiting on an update so you it looks like you guys processed those months on [PII], um, for those additional dates. It didn't make it on this check. I know because there was some back and forth, uh, getting all the dates because it's all the same claim, um, that, that I, I wasn't sure if.
[CUSTOMER][NEUTRAL] For some reason it got left off or if there's another check that's coming and they're still processing that that those additional two months.
[AGENT][NEUTRAL] OK, so for the um.
[AGENT][NEUTRAL] For the May and the July days of service, what year was that? [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], yeah [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd to pull this claim information up.
[CUSTOMER][POSITIVE] Sure, yeah, no problem.
[AGENT][NEUTRAL] OK, on this claim, I do not see that they made a payment on this one.
[AGENT][NEUTRAL] Uh, this one
[AGENT][NEGATIVE] You should have received a letter uh stating that this was workman's comp.
[AGENT][NEUTRAL] And it does not provide benefits uh for accidents or sickness that's arising out of the course of any occupation for wage, so anything that's covered by workman's comp would not be covered under the policy.
[AGENT][NEUTRAL] So was this a worker's comp claim?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I guess I'm confused uh because it's it has on and off duty, uh.
[CUSTOMER][NEUTRAL] Benefits uh for uh workers' comp and off the job, um.
[CUSTOMER][NEUTRAL] Disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my policy, is that not correct?
[AGENT][NEUTRAL] OK, so the policy.
[AGENT][NEUTRAL] Uh, the 2024 charges were are covered under a different policy that was effective on [PII].
[AGENT][NEUTRAL] So under this one, let me.
[CUSTOMER][NEUTRAL] Oh, so, oh, [PII] there's a new policy. Uh did you, so they changed the benefits.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so May, so as of [PII].
[CUSTOMER][NEUTRAL] No longer
[CUSTOMER][NEUTRAL] Was workers' comp covered even though the original injury is an ongoing injury, it doesn't matter.
[AGENT][NEUTRAL] That's.
[AGENT][NEUTRAL] Um, it shouldn't, it probably does, it does matter. Uh, the new policy will not cover workman's comp, but let me pull your policy up just to be sure.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] January, February, March, April, May, because it let's just say [PII] I get injured and.
[CUSTOMER][NEUTRAL] [PII] is no longer covered like, you know what I mean like oh you have one day of benefits like it seems kind of weird that you know all of a sudden.
[CUSTOMER][NEUTRAL] You know, I, I could, I understand like new injury like oh [PII], hey, we're no longer covering these things, but since it's an existing injury.
[CUSTOMER][NEUTRAL] You would think it would still be covered because it was covered the day before.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, now this one, the new policy does not cover, uh.
[AGENT][NEUTRAL] It's listed under your exclusions in section 4.
[AGENT][NEUTRAL] Uh, that it will not cover injury or a sickness arising out of and in the course of any occupational wage or profit for which you are entitled to workman's compensation.
[CUSTOMER][NEUTRAL] OK, so even though, so basically that that scenario where if I was injured on [PII], the day before [PII], I wouldn't, I wouldn't be entitled to any sort of compensation because the injury occurred before they changed it.
[AGENT][NEUTRAL] It doesn't look like um it carries over your insurance coverage and da da da.
[CUSTOMER][NEGATIVE] Because you would think it would matter like the date of injury, not when you because you have a certain amount of time from the, you know, once the injury is completed, like, yeah, I went, I went back and forth about this too because I didn't want to go back and forth and have to get a million, you know, letters from my doctor cause it was like an ongoing injury and it's like,
[CUSTOMER][NEUTRAL] If you're in a coma, like you shouldn't have to, you can't even claim it until you're out of the coma. And, you know, once, once you're out, you're like, oh wait, you're not allowed entitled to these benefits anymore. It's like until the claim's completed that or you've been released to full duty, permanent and stationary, it's still an ongoing claim that originates.
[CUSTOMER][NEGATIVE] before all these changes, it's like you guys can change it, but it's like the injury happened before. It's like how it doesn't seem right that you're not entitled to those benefits.
[AGENT][NEUTRAL] OK, let's see this one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and I know on the other policy, the other policy does not exclude it, but the new policy does exclude it, so.
[AGENT][POSITIVE] I mean you can always appeal.
[CUSTOMER][NEUTRAL] Yeah, and I, I understand that like it, yeah, I mean, yeah, exactly. I totally understand what you're saying like [PII] they changed the rules, but it seems, you know, illogical that it wouldn't apply to the same injury, you know, what if I had signed up for the policy on [PII] and then you get injured that same or the next day and you know now you have no benefit it's like it doesn't make sense, um, logically to me. So yeah, if I can I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, did your, did your employers, did your employers change because I mean that's the only way that we can change the policy if there's a change with the employer.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Or something.
[CUSTOMER][NEUTRAL] No, I've changed. I've changed nothing. I still have the same policy. If something got changed in my policy, uh, then there's another problem because I haven't changed anything, um, at all. So, uh, we might need to look into that too why it I, I just assumed that you guys changed your policy on your end, um, to exclude that, but I, I haven't, I didn't, I did not select anything different.
[AGENT][NEUTRAL] No, because it's uh.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, because it's a whole different policy. Let me look back at the other one.
[CUSTOMER][NEUTRAL] Yeah, because maybe we need to look into that too.
[CUSTOMER][NEUTRAL] I, I would assume I would need to sign something correct?
[AGENT][NEUTRAL] Uh, let's see notification received from the broker.
[AGENT][NEUTRAL] Mm looks like we received something from the broker last year.
[AGENT][NEUTRAL] Uh, so there was a change.
[AGENT][NEUTRAL] Around [PII].
[CUSTOMER][NEUTRAL] So the broker changed something?
[AGENT][NEUTRAL] Possibly.
[CUSTOMER][NEGATIVE] Yeah, that's news to me, yeah, I mean this is the problem with some of these insurances is like I can't do anything but then like people like the brokers changing things like I didn't approve that.
[AGENT][NEUTRAL] What do you know if the broker spoke with someone at the group with the group and they trained something?
[CUSTOMER][NEGATIVE] No, no, I haven't spoken to nobody.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because usually we don't make a change to the policies or anything unless it comes from someone.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, well, it didn't, it didn't come for me, so I guess that's issue number 1 and then issue number 2 is obviously, uh, you know, those, those months. So whatever appeal process I need to get started, I guess we gotta go there because we got one we gotta dig into why the policy got changed when it shouldn't have, should be the same policy through and through and then, uh, you know, obviously.
[CUSTOMER][NEUTRAL] Maybe that's the issue right there. Maybe that can be rectified and then those other two months, you know.
[CUSTOMER][NEUTRAL] Get certified but yeah it's the same claim.
[CUSTOMER][NEUTRAL] I haven't changed anything and.
[CUSTOMER][NEUTRAL] Yeah, and then the doctor you have those forms that uh that you guys needed to certify those months.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, uh, if you want to appeal the decision, all you can do is, uh, let's see because the claim was processed on [PII], so you should be receiving something in the mail, um, or you may be able to go online to the online service center and.
[AGENT][NEUTRAL] Uh, review it, but once you get the, uh, explanation benefits from us stating that the claim denied due to workman's comp, OK, uh, so all you can do, you, well, what you can do.
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm looking here.
[CUSTOMER][NEUTRAL] Oh, maybe that's what, OK, so I did get this other so is it a different claim number for that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what claim OK, I have two separate claim numbers. So this one that you're saying this 358-842 is the one that got denied, correct?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] And so you can just send us write us a letter uh stating why you disagree with the decision and then we can uh they can look at it again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And review everything to see if.
[CUSTOMER][NEUTRAL] And I got to spend, uh, I mean.
[CUSTOMER][NEGATIVE] Where and where do I send this to? I mean this, uh, this is, uh, I, I actually hate these insurances you guys make it so difficult to not and then don't pay and then now I gotta jump through all these hoops. It's like I'm calling you to tell you guys how do I not, how can I not just have this relooked at and you guys take my statement over the phone. I gotta send snail mail to someone and then I get no return receipt. I got nothing. It's like it's ridiculous.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][POSITIVE] If you, if the information we have is incorrect or if you have any additional information to submit, please do not hesitate to contact us doesn't say anything about writing a letter.
[AGENT][NEUTRAL] Uh, usually there is something on there that tells you that you can always appeal the decision within 180 days of our denial of the claim.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so what do I where do I send this to?
[AGENT][NEUTRAL] You can send that to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we also have a fax number.
[CUSTOMER][NEUTRAL] So I will send this letter, but who, where, where do I find out? I need to find out more information on how my policy got changed because I didn't authorize any of that.
[AGENT][NEUTRAL] OK, um, let's see, you may be able to speak with your employer. I would start there first to see if there was a change because that's.
[CUSTOMER][NEUTRAL] So our my my employer I work, so, so I work for the fire department and these.
[CUSTOMER][NEGATIVE] That they have nothing to do is payroll deduction and the my employer has nothing to do with it so it's the broke. Can you give me the, I don't even know who to call um for this stuff. It's so convoluted so who who's the broker that you're showing?
[AGENT][NEUTRAL] Um, that's why I say probably start, start with the, uh, I say start with the, the employer. Give me one second to see if I can locate your broker.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] One second, I'm showing [PII] as the broker. I'm trying to see if I can find his telephone number. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put you on hold just one second please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]'s gone. Everybody's gone.
[AGENT][NEUTRAL] she's probably gone.
[AGENT][NEUTRAL] PIT you can get the agent ID from going through PIPFTI.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] I don't know if they like it that way.
[AGENT][NEGATIVE] OK, because he's, he's mad because his policy change disability policy.
[AGENT][NEUTRAL] Old policy covers workman comp. Your policy does not cover workman's comp.
[AGENT][NEUTRAL] So I told him he needs to start with his employer to see if there was a change made there.
[AGENT][NEUTRAL] So he wouldn't, he don't want to, he wants to know.
[AGENT][NEUTRAL] In the I would say that.
[AGENT][NEUTRAL] and
[AGENT][NEGATIVE] Not contact information.
[AGENT][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] I'm saying that number, I mean.
[AGENT][NEUTRAL] We have
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. I'll see if I can do that.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, or either that
[AGENT][NEUTRAL] Like [PII] or somebody, you know.
[AGENT][NEUTRAL] Uh, you know, somebody over there.
[AGENT][NEUTRAL] They're probably already, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Girl, see, I hate this stuff like that. I hate this.
[AGENT][NEUTRAL] Who's over there?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] that you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who's [PII]?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So would that work, could that work? Can I ask her?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I can't even spell remember how to spell her dog name.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then your phone number
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's where I would be able to all the resources.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see if I can contact her.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm doing good. Ready to get out of here.
[AGENT][NEUTRAL] Look, I have a question. I have a gentleman on the phone has a disability policy with us.
[AGENT][NEUTRAL] Policy changed.
[AGENT][NEGATIVE] Uh, one policy cover workers' comp. Now the new policy does not cover workman's comp. He's not happy.
[AGENT][NEUTRAL] Um, he wants, it looks like the broker was the one who, I guess.
[AGENT][NEGATIVE] Gave made the notification to us I guess of this change or whatever so he's not happy about that.
[AGENT][NEUTRAL] What should he go to his, can he contact the broker and talk to the broker or should he just go to his employer and speak to the employer?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me go back
[AGENT][NEUTRAL] So he's saying that
[AGENT][NEUTRAL] Well, he wants to know who made the change because one policy covered workman's comp, but the new policy does not cover workman's comp.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Now it's changed over, yes, that's correct.
[AGENT][NEUTRAL] That's a good question will be signed up with the employer, so.
[AGENT][NEUTRAL] That's what I told him, that's what I tried to tell him, but he's saying like, you know, no nobody notified him and you know, he's like, well, you know, insurance companies just make changes and blah blah blah, you know.
[AGENT][NEUTRAL] The hose bill, yeah.
[AGENT][NEUTRAL] OK, can I, uh, go back to him and then let him know and then I'm gonna send him over to you?
[AGENT][NEUTRAL] OK, alright. I'll call you right back, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII]
[AGENT][NEUTRAL] Uh, I'm going to transfer you over to our broker resources, uh, and she's gonna help you see if she can help you. Uh, give me just one second to connect you with her, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, before you send me over, what was the date of when that change became effective?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And when does it and so [PII] is uh.
[CUSTOMER][NEUTRAL] Uh, [PII] and that shows that's when I elected to change it, the broker elected to change it.
[AGENT][NEUTRAL] Um, when I was talking to her, she said it had to go through your group, it had to go through your employer.
[CUSTOMER][NEUTRAL] Or is that
[CUSTOMER][NEUTRAL] Yeah, no, so, uh, yeah, our employer because this is a third party, uh, no, no, our employer doesn't, uh, provide supplemental insurance. It's all third party vendors, so, uh, it's not through my employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but we're gonna see if she can, she should be able to help you. Give me one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All right, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] support the sales.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Why in the world?
[AGENT][NEUTRAL] Oh God, I swear I tell you this.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Hey this is [PII].
[AGENT][POSITIVE] Hi, I'm trying to reach [PII]. I'm sorry.
[AGENT][NEUTRAL] In sales, I'm sorry.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Let me one second. Let me see what her direct number is.
[AGENT][NEUTRAL] Mm I think I see it.
[CUSTOMER][NEUTRAL] May I ask who's calling?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I was, um, I was asking her what her number was so I can transfer you to her. I got the number. Uh, give me one second. May I ask who's calling?
[AGENT][NEUTRAL] This is [PII]. I'm in the claims department.
[CUSTOMER][NEUTRAL] OK. Give me 1 2nd.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, you got him on the phone.
[AGENT][NEUTRAL] Yes, alright, let me see if I can.
[CUSTOMER][NEUTRAL] OK, you can send me one.
[AGENT][NEUTRAL] Send them over to you, give me one second.
[CUSTOMER][NEUTRAL] Yeah I'm not used to doing things in teams, go ahead.
[AGENT][NEUTRAL] I'm not, I'm not either and so this is not um there see.
[CUSTOMER][NEUTRAL] I usually do an AWS, but it looks like you're a team.
[AGENT][NEUTRAL] Uh, yeah, that's how it came over to me, uh, through this team, so, OK.
[CUSTOMER][NEUTRAL] Yeah, gotcha.
[CUSTOMER][NEGATIVE] Oh, I hate it when it does that.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi I have [PII] on the line.
[CUSTOMER][NEUTRAL] Hi
[AGENT][POSITIVE] And she's gonna help you a little bit further, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], thank you so much.
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you, [PII].