AccountId: 011433970860
ContactId: 46b49809-0fcf-41a4-91d7-a3222668c4c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1347780 ms
Total Talk Time (AGENT): 796391 ms
Total Talk Time (CUSTOMER): 864465 ms
Interruptions: 47
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/46b49809-0fcf-41a4-91d7-a3222668c4c3_20250318T15:01_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. It's [PII] from Levi and Associates. How are you this morning?
[AGENT][NEUTRAL] I'm well, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing better. I'm actually getting over a brutal cold just like about everybody else it seems like, yeah, I know.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] I'm sorry. Don't, it's like it's the spring weather.
[CUSTOMER][NEUTRAL] That's OK. I'm
[AGENT][NEGATIVE] Like, it's just the craziness.
[CUSTOMER][NEUTRAL] Yeah, sure, we'll, we'll run with that although I'm in [PII], so we actually are having a bit of spring weather because like for us we woke up and it was cold this morning it was like 55 degrees, which in [PII] that's cold, particularly this time of year, yeah, so, so yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's cold.
[AGENT][POSITIVE] Yeah, well, good, I'm glad you're getting better.
[CUSTOMER][POSITIVE] Yeah, I definitely am. I actually have most of my voice back and you know.
[AGENT][POSITIVE] Nice.
[CUSTOMER][POSITIVE] And technicolor snot's kind of getting down to like not so bad so.
[AGENT][POSITIVE] Nice. Well, I'm glad you're feeling better. Well, I believe you. I believe that that was happening.
[CUSTOMER][POSITIVE] Don't you like that graphic? Thank you so much I appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How are you now that we've discussed how I am.
[AGENT][NEUTRAL] Yes, I'm OK. Yeah, just, yeah, nothing too crazy over here. It's getting crazy weather. Other than that, one day it's a beautiful 80.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][POSITIVE] Glad to hear it.
[CUSTOMER][POSITIVE] Yeah, I, I was gonna say if you guys, oh wow.
[AGENT][NEUTRAL] Yeah, it's like, like it's like today's 84 and then like tomorrow, you know, could be 30 degrees, and then Friday we had terrible winds, like massive, like basically wildfires.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And like the winds were like up to, I don't know, I think they got to like 75 + MPH. Like, yeah, like actual like, no, it is, yeah, like we were driving back from a funeral from about an hour and a half away and like went into like it was a field of course, because that's all we have is just grass and like dirt everywhere, but went through a field and it was like truly like a
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Holy cow, that's hurricane force winds.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, like, like a, a, a dirt tornado, if you will, like we couldn't see in front of us, like we had to stop and like turn the hazards on. I was like, it took us just a second to get out of it, but I was like, oh my gosh, like Dust Bowl 2025.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] Yeah, but while you're in it, it's terrifying because you don't know if it's gonna be a second or a minute or whatever, I mean, and when, yeah.
[AGENT][NEUTRAL] It is very, yes, yes. It was almost like engulfed in smoke, but you were in like dirt. It was crazy, but yeah, we've
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] Um, just crazy weather is all down here. We just can't, that's why we're all sick.
[CUSTOMER][NEUTRAL] Yeah, no, I got it. No, that makes perfect sense. So yeah, so yeah, oh I'm sorry that's, that's kind of terrifying, that kind of that's very terrifying because you know you're like what the heck is going on?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's kind of crazy, I know.
[AGENT][POSITIVE] I know it makes me wanna be in [PII] with you guys, to be honest.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Wait, well you say that now, but wait till it gets to be like August and September and it's been like, you know, 98 and 100% humidity for like since May.
[AGENT][NEUTRAL] That's true. That's true.
[AGENT][NEGATIVE] It's, I was gonna say, it's the humidity for me in [PII]. We went to [PII] twice for like 2 vacations last summer for two separate things, and I like getting ready to like go to dinner or like to go out. Like, I was like, why am I doing this? Because I was literally like, I'd step outside and I would just be wet, like drenched. My hair, like my hair, like my makeup, like just melting off.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, yeah, yeah, it's just brutal. It's brutal, and then like, you know, I've been to other places where they have like the the fans with the misters, and somebody actually tried doing that down here. I'm like, what are you doing?
[AGENT][POSITIVE] Yes, I believe you.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] The relative humidity down here is already like 100% and you're adding more moisture to the air. Why?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, exactly, yes, hm.
[CUSTOMER][NEUTRAL] And I have this crazy curly hair and I of course like everybody with curly hair, I try to straighten my hair so and yeah so which is a joke from about oh I don't know, let's go from like Memorial Day on it's just like forget it.
[AGENT][NEUTRAL] Same.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Same, mhm.
[AGENT][NEGATIVE] It's a joke.
[AGENT][NEUTRAL] Yes, yes, yeah.
[CUSTOMER][NEGATIVE] So it's just and so I go someplace and and it's the same thing for me like I get up in the morning and I, you know, try to make myself look decent. I, you know, try to take the blow dryer and a round brush, which by the way, I'm round brush impaired and uh so I try to do all that and put on some makeup and then by this, by the time I get from my front door to the my the handle of my car and open it, it's like that was a waste of time. That was a that was 30 minutes not well spent.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Same, yes.
[AGENT][NEUTRAL] Oh, it's
[AGENT][NEUTRAL] It's done.
[AGENT][NEGATIVE] That was a waste of time. I know. That's how I felt like being I love obviously Florida's incredible, like you guys, I mean, but obviously the ocean, the water, like you're so close to all of that. But yeah, it's like this weather, like I could never come down and like live here, like permanently, or I would have to shave my head.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] Like it just mhm.
[CUSTOMER][MIXED] Oh yeah, I mean the the upside is, is like, you know, I'm from, I'm from [PII] City originally, so I mean I had some experience with that because trust me, the summer in [PII] is just as bad. It's 100 degrees and 100% humidity. I mean, so it's brutal, but at least it's short. By the time you get to like August you're like, OK, we're done with this. You're done.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yes, it's just, it's hot, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're done, yeah. You need to get um
[CUSTOMER][POSITIVE] Well, not let's say August September, you know, you're starting to get some coolness, you know, you're starting to get past it a bit.
[AGENT][NEUTRAL] Right, getting cooler, yes, you need to get a um a round brush, like a um like the Revlon.
[AGENT][NEUTRAL] Um, round brush.
[CUSTOMER][POSITIVE] Oh, I, I have a big round brush, and you want to hear something even funnier, you meet all kinds of interesting people living down here.
[AGENT][NEUTRAL] But that but that has the, but that has the um like it dries your hair also. Do you have that?
[CUSTOMER][NEUTRAL] 000 the blow dryer ones.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I know what you're talking about. Yeah, I'll have to try that. I've, I've seen them and I've actually asked my stylist. I've had the same stylist for like years and years, and I've asked her about them, and she says, Oh, you can try them. Maybe they'll work, but I mean we actually in the summer since it gets so humid down here and my hair really is so curly, I get this thing in like the back of my neck. It's like, like at the base of my neck and we call it the manimal because it's, it's like something gets back there and nests. I don't even know what the hell it is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yup.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] So yeah I don't even know it's craziness.
[AGENT][NEUTRAL] You need it, but you should. Like I have a a Dyson Airwrap and I have a Revlon round brush, and the Dyson Airwrap is, I mean, they have a shark version. It is a little bit pricey, but for my hair is longer, but like natural like I have naturally curly hair, but I have done it for so long that it's like, it works for me now, if that makes sense, but I have to have, yeah, like a round brush of some sort, cause I cannot.
[CUSTOMER][NEUTRAL] OK, I'll try it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEGATIVE] Do the round brush and the hair dryer, like the two do not work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, fair enough. So I'll, I'll give it a try. Thanks, [PII]. I mean, I've been fighting this for years because I get to the point in time in the summer where like I'll just get up and say, OK, this week I am not even gonna try. I'm just gonna be the free spirit. I just let it go, let my freak flag fry, so there we go.
[AGENT][NEUTRAL] You cannot.
[AGENT][NEUTRAL] You need to try.
[AGENT][NEUTRAL] Well, but.
[AGENT][NEUTRAL] Right, but you have to look, I mean, I, yes, and that's fine, but like for like a corporate job or like, you know, going to dinner or something, like you, you wanna look, you wanna try at least, you know, it's like you wanna, so it's like, as long as you don't have to like waste so much time on like the hair dryer and the round brush, at least it like just takes off a little bit of time and energy.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Give it a shot.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, and, and then the rest of it is too as somebody with curly hair you can appreciate this if it was like if it would be pretty and behave and be pretty curly hair, it wouldn't be so bad. It's not. It does what it wants to do and then it's just, it'll be frizzy curly hair, which is the worst, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure. Sure.
[AGENT][NEUTRAL] Right. Mine's not either.
[AGENT][POSITIVE] Yeah, yeah, same. Mine's the same, yeah, no, I totally, I totally, totally feel you. Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, now, now that we've discussed how much fun it is to live in the humid climate.
[CUSTOMER][NEUTRAL] That lays on you. I, I, I used to say to people all the time, I, you could blindfold me and then just let me and put me on a plane and once you could, I could still be blindfolded. Once I got off on the jetway, I would know that I'm back home because it lays on you like a blanket.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, it does. It does. You're right.
[CUSTOMER][NEGATIVE] You just get off and like damn I'm home I you don't even have to tell me I know I'm back so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, this is it.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][POSITIVE] It's hilarious.
[CUSTOMER][NEUTRAL] You're back in the jungle.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes. Oh my goodness. Well, how can I help? What's going on? Sure.
[CUSTOMER][NEUTRAL] I have a quick question for you um we have a group that I, I know had a policy with you all but I don't know that they do anymore can we play, um, detective today and find out what the story is with it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, yeah, what's the name?
[CUSTOMER][POSITIVE] If I get, I actually, I have a name and I think I have a policy number too so that might be even more helpful, which do we start with the name or the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, give me the group number. Let's see.
[CUSTOMER][POSITIVE] It's um 24664 and I think that this group used to be part of the GLV insurance universe how fun is that so.
[AGENT][NEUTRAL] OK, that's fine. Let's see 24664.
[AGENT][NEUTRAL] GLV Insurance Agency Inc. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Now that's not an active policy any longer. I do not believe.
[AGENT][NEUTRAL] Yeah, no, they are lapsed, excuse me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So that's what I had thought.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But if you can do me a favor while you're in there, can you tell me if there is a member?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Look and see who this is.
[CUSTOMER][NEUTRAL] Is there's somebody on there by the name of [PII] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I do have that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If you could do me a quick favor and just shoot me an email and say yes that is a policy it did exist from X date to Y date and that this person was on it and just give me that information because this person reached out to us and says hey I had outpatient surgery on Friday when they verified my APL insurance they told me that it wasn't active and we're like, OK, but she's still paying for it and we're like, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We're certainly sorry to hear that yeah but you know we don't control like their payroll obviously and you know um but.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, it said that it's like they lapsed for [PII] for nonpayment.
[CUSTOMER][NEUTRAL] Yeah and that's exactly what she had been told too so yeah so she kind of, I think you know they they can take care of it internally we just need to be able to give them some information you know so if you can tell me yes that she's on the policy, you know that the policy was active from X date to Y date, then yes, she was on the.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] What's your email, [PII]?
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I'll send over this email right now.
[CUSTOMER][POSITIVE] Perfect, always a pleasure, [PII].
[AGENT][POSITIVE] OK. Yes, always nice to talk to you. I'm glad you're doing better. Hope, I hope that's the end of some sickness for a while.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, me too, and what's really weird is I, you know, I, I'm, you know, since we've been, you know, down here since it's such a tourist trap, I'm always super careful, particularly this time of year because it's the height of tourist season right now because, you know, you know, between winter break and spring break and snowbirds and whatever, I always take a bunch of, you know, like, you know, um.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Immune boosts and whatever. I was just like so surprised. I was like what the heck? And so yeah, Wednesday evening I started feeling like, hm, I feel a little sniffly but I have allergies and it's also allergy time, shockingly.
[AGENT][NEUTRAL] Yes, you have to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, we think, you know, things bloom down here shockingly, and, um, and so you know all the palm trees and
[AGENT][NEUTRAL] Right. Well, but you, but you're so right about like, you don't think about somebody that lives there and then like everybody from all over the world is coming to visit [PII]. Like, you just don't think no one's coming to [PII], like it it's like, that's not a that's not a tourist trap or a destination anybody wants to make. So it's like, yeah, you don't think about like you've got people from essentially all over the world, I mean, coming to, yeah, yeah.
[CUSTOMER][NEGATIVE] Oh yeah, no.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Seriously, like all over the world, I mean, so yeah, so I mean bringing their like alien germs with them. So yeah, we, I mean, and they're and they're everywhere that you are. I mean places that you don't really think about, they're at your gas station, they're at your grocery store. I mean you don't have to go to a restaurant or even necessarily you can I mean they're just places that you go normally so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, yep, yep.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] It's so true.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, I'm super careful about it and you know I mean even think back to like the stuff that you did during COVID. I'm super careful like if I even like if I go get gas, the very first thing I do when I get I've always done this anyway because I used to be, I used to be a road warrior. I used to, you know, be a sales person out on the road all the time. There was never a.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I got back in my car, this is even pre-COVID that I did not. I kept hand sanitizer in my car all the time. I sanitized my hand. They're so gross. I mean, you, I mean, the thought of how nasty those things are because I, you think about it, I can, I can name two places that I know of in in my part of the world that I know people actually clean the gas pumps. It's one particular brand of gas stations down here, and Costco, believe it or not, always cleans their gas pumps weirdly.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Did you didn't, yes, wipe your hands, something. Mhm. nasty.
[AGENT][NEGATIVE] Terrible.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Costco's. I like Costco. That's where we get our guests too. I like, I do like Costco.
[CUSTOMER][NEUTRAL] I do too, yes, that's 90% of 99% of the time where I go it's humanly possible, but.
[AGENT][NEUTRAL] Do you guys have an influx of people like wearing masks now? Cause that's what I've noticed in [PII]. It's like people wearing masks again, like everywhere, all over.
[CUSTOMER][NEUTRAL] People have never understand that we have a pretty elderly population down here anyway, so there's a lot of people who just never gave it up so we still have, we have a lot of people who just wear them. So yeah, we still see a lot of people in masks so and and so and a lot of people have just gone to the what is it the N95 and they just kind of wear them so we and and and I think it's probably not just because they're old but because, you know, elderly that's a terrible thing older.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's true. That's true.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, that makes sense.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Well, yeah.
[CUSTOMER][NEUTRAL] Um, but just because of the got, you know, a lot of people, you know, in and out of here, you know, bringing.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes. Yes, you're absolutely right. Hmm. Well, hopefully, maybe I'll see you in [PII] this summer cause we're coming.
[CUSTOMER][NEUTRAL] Weirdness so.
[CUSTOMER][NEUTRAL] Hey, if you head down here, let me know, and if you're in my neck of the woods, we'll get together and uh raise a glass of something cold. um, I'm in Boca Raton, which is um between like West Palm and Fort Lauderdale, so I'm on the east coast. I'm on the Atlantic side.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, where are you where are you at? Yes.
[AGENT][NEUTRAL] OK. OK, OK, OK.
[AGENT][NEUTRAL] OK, I think we're like more of a, oh, where did my husband's parents moved to?
[CUSTOMER][NEUTRAL] You're probably over on the west coast because most people who come down from the Midwest go over to like [PII] or uh [PII] that side.
[AGENT][NEUTRAL] Prob yeah.
[AGENT][NEUTRAL] We've been, yes, they moved, they actually moved from [PII] to get away from our weather, um, to go there, and they, they moved somewhere where they thought it cause they moved from, from a golf course and they wanted to kind of like do the same situation to where they moved to a golf course, make friends, play golf, drink.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, have like a social club. But it ended up being a lot of retired people, and they are retired, but it was more of like an older crowd. So they actually moved closer to, um, I wanna say Jupiter, but like, I don't know why I can't think.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][POSITIVE] Oh [PII] is is about 40 minutes north of where I am. Yeah, it's pretty up there.
[AGENT][NEUTRAL] I can't think. OK.
[AGENT][NEUTRAL] OK, yeah, [PII] or um
[CUSTOMER][NEUTRAL] It's believe it or not, it's, it's still [PII]. [PII] is enormous. It used to be the county that I covered. It's so huge. It's, uh, like I'm in the south part of [PII], and it, if I got in my car right now and drove to [PII] and got on the highway to do it, got on I-95, you know, think of like I I-35, OK, uh, if I got her I 35, is that what are you, [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are you close to? OK, so does 35 go through there? I can't remember. It's been a minute. Are you OK, so think if you're going like I-35. So it's I-95 is similar, you know, it's a big highway. So think if you got on like 35 and you know it's a big highway, you know, and, and like reasonable amount of traffic, you know, not like rush hour or anything, it still would take me a good 45 minutes to get from here to [PII], which is the more northern part of this county. I'd still be.
[AGENT][NEUTRAL] Yes, I 35. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is [PII] close to that?
[CUSTOMER][POSITIVE] No, [PII] is actually that's funny that you asked that. OK that's actually funny because my brother used to live here. He came, he followed me down here. I came down here like a million years ago. He followed me 10 years later. He just moved up up to about he moved in November of last year. He moved up to to a little town about half an hour outside of [PII]. It's, it's a tiny little town.
[AGENT][NEUTRAL] OK, I think it's [PII] then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] And then my mom actually just moved about a month ago to the same area, so, um, it's very pretty up there. I mean it's horse country it's really, really pretty up there and that's about 30 minutes outside of [PII], so that's up by [PII], which is where the University of Florida is.
[AGENT][POSITIVE] Oh wow, fun.
[AGENT][POSITIVE] I've heard it's good. Yes.
[AGENT][NEUTRAL] I think they moved to [PII] area.
[AGENT][NEUTRAL] Gotcha. They're like an hour and maybe an hour and a half away from Disney World, is Disney World, is that right? OK, OK, then that's where it is.
[CUSTOMER][POSITIVE] Yeah, that's exactly what that is. Yeah, yeah, because that's, that's [PII], so that's, yeah, it's, it's beautiful. That's the central part of the state, and you know what, one of the reasons my mom wanted to move back up there after she'd spent some time with my brother after he and his wife moved up there is because it reminded her of [PII]. It's so pretty because it's, it's a little more hilly. It's in the central part of the state. It's a little more [PII]. You've got some live oaks with the Spanish moss.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, so it's the trees are a little bit more different. There's some uh palm trees, but they're different palm trees, you know, but anyway you got pine trees and so it's, it's a little bit more looking like, you know, um.
[AGENT][NEUTRAL] Um, OK, yeah.
[AGENT][NEUTRAL] What I am, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So yeah it's very very pretty up through there.
[AGENT][POSITIVE] I'm excited to go see, they're gonna do that and then my husband and I are gonna do like a cruise out of [PII] by ourselves and leave the kids with them.
[CUSTOMER][POSITIVE] Oh cool, yeah, because if you go straight across from there you hit Port Canaveral and they got cruises out of there so yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, that's what I was thinking, that's what we were kind of trying to think of, like, maybe do [PII] or something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, you can catch a really nice little 4 or 5 day 3345 day cruise out there, so yeah.
[AGENT][POSITIVE] It'll be nice.
[AGENT][POSITIVE] Yes, I think that's exactly what we were thinking.
[AGENT][NEUTRAL] We'll see, yeah, yeah.
[CUSTOMER][POSITIVE] Good deal, yeah, you'll get the best of all possible worlds.
[AGENT][NEUTRAL] I think so. I mean, I have to, I have to try again on the cruise because my first cruise was the um couple of years ago where the baby fell off.
[AGENT][NEUTRAL] And that was my first cruise.
[CUSTOMER][NEUTRAL] Oh my God, uh.
[AGENT][NEUTRAL] Yeah, yeah, where the grandpa put her in the window and didn't realize that it was open, and we, we, uh, sailed out of Puerto Rico, I think.
[CUSTOMER][NEGATIVE] Oh no way.
[AGENT][POSITIVE] Yep. Yeah. Yeah, that was our first cruise. Like I had, I have babies, of course, and when we went, I had a 10 month old at the time. I had like a 3 year old and a 10 month old, and we had just left the daycare to kind of like try to figure it out and like sign them in and like, this is my first cruise. Like, what do we do like if we want to drop the babies off? And we went back to meet my family and it had, and then like two seconds later, it had happened, everyone screaming.
[CUSTOMER][NEGATIVE] Oh how horrifying.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEGATIVE] Running to the side of the boat, I didn't recover for 3 days, so I feel like I need another try at this cruise thing.
[CUSTOMER][POSITIVE] Oh man, please tell me that please tell me that that had a happy ending, [PII], please tell me that had a happy ending. Oh no, oh my goodness.
[AGENT][NEUTRAL] No, she passed. Mm mm, no, cause we were on the 11th floor. You never heard of that story?
[CUSTOMER][NEUTRAL] No, I did not. How did I miss that? Of course I'm sure the cruise ships did not want to make that front page news, so.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] No, so he, yeah, so the grandpa, it was like in the, they were trying to like play it off as a um like we were on the 11th floor, and they were trying to be like, well, this is a kid area, like, why did the windows open and it's like that, no, first of all, it's not a kid area. Like you're in, like you're on the 11th floor where the pool deck is and kids can't, you know, just run.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Anyway, but the, um, cruises windows opened from left to right, and he put her in, like, to like stand up to like beat on the glass, you know, to like look. And it was, she fell out, like he let her go, like he didn't realize it, but let her go and fell from 11 stories on, I mean, she wouldn't have survived either way, but onto the concrete.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Like we were still ported, like we hadn't even left yet. Like we were, I mean they were still getting bags, people were still in line, like trying to get into the cruise, like, I mean, oh yes, oh, somebody, oh, there's people still traumatized by it. Yeah, he had to go back and
[CUSTOMER][NEUTRAL] So there had to be people that were still boarding that saw the whole thing.
[AGENT][NEGATIVE] Um, served time, I think, in [PII] for that, for negligence. Um, clearly he didn't do it, you know, there was, you know, but yeah, they were trying to like blame it on the cruise ship, and I'm like, hm, that's not how that works. Like you don't put a small, you don't put a [PII] in a window and just think that that's like.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] Not your fault, but yeah, he had to go back and serve time. I think it was like, I mean my son now is [PII] old, so I need to try it, yeah, yes, and go enjoy some time.
[CUSTOMER][NEUTRAL] Oh my God, [PII], yeah, you, you need to, you need to go get on another cruise ship and have some, yeah, you need to go. I just, I think everybody on that cruise should have been given a freebie and get to go again because that had to have been trauma for everybody.
[AGENT][NEGATIVE] Oh, terrifying. Yep, yep. It was, it was, yeah, I mean they had to make an announcement. I couldn't, like, obviously I had babies, so I was like, I didn't recover for like 3 days, and then my father-in-law was obviously with us, and he's obviously a grandpa, so he was like even traumatized because it involved a grandpa, like he was like, you know, like he shed some like we were both just like, what the heck? Yeah, it was.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEGATIVE] It was terrifying.
[CUSTOMER][NEGATIVE] Holy cow, that's horrible.
[AGENT][NEUTRAL] I know, yeah, but I need a round 2.
[CUSTOMER][NEUTRAL] Yeah, no, you need, you need, you need to know, yeah, you need a do over for sure, holy cow, oh no, no.
[AGENT][NEGATIVE] I need you, yeah, never want to experience that again.
[AGENT][POSITIVE] Yeah, uh, so nice talking to you.
[CUSTOMER][POSITIVE] Yeah, you, yeah, you for sure you need, you need to, yeah, my pleasure you, you need a fresh taste in your mouth for sure girl.
[AGENT][NEUTRAL] I do. Mhm. Yes, I think so.
[CUSTOMER][POSITIVE] OK, well I got your email thank you so much for getting this over to me.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Yeah, perfect. Let me know if you need anything more on that.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][POSITIVE] I most certainly will and have a great rest of your day and your week and I'm sure we'll talk soon.
[AGENT][POSITIVE] Yes, you too. Enjoy. Yes, yes, we will talk soon. Have enjoy your day. Bye.
[CUSTOMER][POSITIVE] All right take care you too bye.