AccountId: 011433970860
ContactId: 4a61894f-2f6e-475e-a098-d2d279523cec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1776619 ms
Total Talk Time (AGENT): 567326 ms
Total Talk Time (CUSTOMER): 595989 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4a61894f-2f6e-475e-a098-d2d279523cec_20250324T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], good afternoon. I'm calling um let me see how you can verify me if possible. Uh, my name is [PII], my social is [PII].
[CUSTOMER][NEUTRAL] And I'm a former employee of LaGrange ISD.
[AGENT][NEUTRAL] OK, alright, Ms. [PII] let me see if I can find your policies real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, can you repeat your social again for me?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, my allergies are acting up, so it may be a little shaky. [PII].
[AGENT][NEUTRAL] That's OK
[CUSTOMER][NEUTRAL] Can I put you on hold real quick? Uh, that's OK. I'll call back. That's OK. It's my mom's heart doctor. I'll call back.
[AGENT][NEUTRAL] 98
[CUSTOMER][NEUTRAL] I need to get this.
[AGENT][NEUTRAL] OK, alright, Miss [PII], I think I have found you. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII]. Uh, I live at [PII], former employee of LaGrange ISD retired.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and can you please give me your email address and your phone number that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII]. I'm not for sure if you have a [PII] or [PII], probably a [PII] connected to my [PII]. So is it OK, yeah, is it [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have the [PII], yes ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you very much for verifying your policy for me, Miss [PII], and let me look and see.
[AGENT][NEUTRAL] OK, at this time, I'm not showing that you have any active policies with us.
[CUSTOMER][MIXED] No, I don't. I don't because I retired. And so I want to say American Fidelity did reach out to me on a couple of things, um, but I didn't uh respond in a timely manner, just a lot of things going on. My dad was diagnosed with cancer and so these things kind of got off track with me after I retired. Um, can you tell me, um, so the only way I can be a part of American Fidelity again is, is if I were to
[CUSTOMER][NEUTRAL] Work for a school district. That's how you do it, right?
[AGENT][NEUTRAL] Well, it would have to be an employer that has coverage with us through the group.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] OK, that's what I thought. OK, another question is, can you tell me what policies I have with you guys, because I, because I had several and I stayed with you for years so I left the district.
[AGENT][NEUTRAL] Yes, ma'am. Uh.
[AGENT][NEUTRAL] When we go back to [PII], that's when your policy lapsed with us, you had a cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go back to to.
[CUSTOMER][NEUTRAL] And did I have another?
[AGENT][NEUTRAL] Go back [PII].
[AGENT][NEUTRAL] And we had the Medlik gap insurance.
[AGENT][NEUTRAL] Go back to the year of [PII] and you had a cancer and an accident policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, did you have any life with you?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh, I had no life with you. OK, that's what I was trying to verify as well. OK, no life with you then. OK, so that must, I have to look back on my payroll to see what I, what insurance company I had with, uh, life. Let me ask you this, were any of these, uh, any cash surrender under them?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, so none of them had cash to render. OK, let me see what this is that I have.
[CUSTOMER][NEUTRAL] Because I have something here.
[CUSTOMER][NEUTRAL] Because um, one of my policy things.
[CUSTOMER][NEUTRAL] The supplemental accidental expense policy. So, it says here.
[CUSTOMER][NEUTRAL] If you have a designated beneficiary other than your spouse, you may be required to pay a portion of the proceeds to your spouse at the time of your death. So you're saying that there was not any cash surrender under these policies.
[AGENT][NEUTRAL] No, no, ma'am. There's not any cash surrender with us, not for accident policy, um.
[AGENT][NEUTRAL] That is um.
[AGENT][NEUTRAL] In the event you have an accident, you can file a, you would have been able to file a claim and it would pay how your policy certificate was written.
[CUSTOMER][NEUTRAL] OK, because it says here policy schedule A 3 supplemental accident accident expense policy, so I'm looking through here.
[CUSTOMER][NEUTRAL] OK. Can I actually get something in writing mail to me?
[CUSTOMER][NEUTRAL] And under my policy there was not a cash surrender.
[AGENT][NEUTRAL] We don't do that. Your, your policy's been uh lapsed since the year of [PII].
[CUSTOMER][NEUTRAL] Due to
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you said the cancer was [PII]. That's, you're going back to [PII].
[AGENT][NEUTRAL] Yeah, on the accident policy, it lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, well, I didn't retire until [PII].
[AGENT][NEUTRAL] Yeah, that, that policy was no longer active effective [PII] I'm sorry, [PII] is when your accident lapsed.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Cause I didn't retire to [PII].
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][POSITIVE] That's interesting.
[CUSTOMER][POSITIVE] That's interesting.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see in the notes real quick if there's anything I can see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's gonna make me go back into my payroll, uh, because I, I always keep all I kept all my payrolls and then also to contact my district.
[AGENT][NEUTRAL] Yeah, it, um.
[AGENT][NEUTRAL] Looking at the notes.
[CUSTOMER][NEUTRAL] Because if they were taken out of my payroll.
[AGENT][NEUTRAL] And looking at the notes it says cancel policy overdue request meaning that the payment wasn't paid.
[AGENT][NEUTRAL] So off group letter was generated.
[AGENT][NEUTRAL] So off group letter is not generated unless the group sends in something stating that you're no longer with the group and that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] September what you said?
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And that was through.
[CUSTOMER][NEUTRAL] The a letter was generated.
[AGENT][NEUTRAL] Stating that you were no longer with the group, so that was with um ESC20 Benefits co op.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] ESC. What is ESC?
[AGENT][NEUTRAL] That was the group you were with at that time.
[CUSTOMER][NEUTRAL] Hm, what is ESC?
[CUSTOMER][NEUTRAL] E S C
[AGENT][NEUTRAL] SC20 Benefits co op.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Through LaGrange.
[CUSTOMER][NEUTRAL] S as in Sam.
[AGENT][NEGATIVE] The division was low grade.
[CUSTOMER][NEUTRAL] S as in Sam.
[CUSTOMER][NEUTRAL] OK, S as in Sam.
[AGENT][NEUTRAL] C as in cat,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] Benefits co op.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that was in [PII].
[AGENT][NEUTRAL] No, that's [PII].
[CUSTOMER][NEUTRAL] OK, [PII], and that was the accident plan you said?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and you said a letter was generated and dropped?
[AGENT][NEUTRAL] No, a letter we generate a letter after the policy is no longer active.
[AGENT][NEUTRAL] Um, stating that the policy is no longer after because you were off group.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And that was [PII], correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so, um, so in my files you should still be able to see that letter, correct?
[AGENT][NEUTRAL] Let me look and see if I can find it.
[CUSTOMER][NEUTRAL] And then can I have that letter sent to me then that that that would be very helpful because you said you can't send me anything but you have said a letter generated.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me look and see if if we still have the letter for you. I'm gonna pull up.
[CUSTOMER][NEUTRAL] Cause it, it should be. If you can pull me up, it should be.
[AGENT][NEUTRAL] OK, let me see if I can find anything.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then I, I, I'm gonna have to call over to the school districts, uh, benefits department and let them know what I'm getting from you.
[CUSTOMER][NEUTRAL] Cause they're still with you, right?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I'm not sure, let me see.
[AGENT][NEUTRAL] Let me look real quick and see if they're still with us.
[AGENT][NEUTRAL] Yeah, as of right now it looks like the group is still active.
[CUSTOMER][NEUTRAL] OK, so [PII] is still with you. OK, so then the payroll, uh, the benefits department, she can tell me a lot then about you guys.
[AGENT][POSITIVE] Right, she should be able to tell you everything that you need to know why you're off group.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh well, I, I, I retired. That's why, that, that's why, uh, but I think I have a letter that came in the mail saying that I could have stayed with you, but like I said, due to my dad, um, you know, the cancer stuff, I had a lot of responsibility, so I just, I, I kind of put the letter to the side and I never picked it back up. Um.
[CUSTOMER][NEUTRAL] But you said all I had was the um.
[CUSTOMER][NEUTRAL] Cancer
[CUSTOMER][NEUTRAL] The cancer, OK. So if I went off like, do you see that letter that you generated?
[AGENT][NEUTRAL] I'm trying, I'm trying to look for it now.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, I'll hold. Thank you.
[AGENT][NEUTRAL] OK, it looks like a letter was sent out on [PII].
[AGENT][NEUTRAL] Our office has canceled your policy shown above due to nonpayment for premium through ESC20 benefits co op. As a valued customer, we would like to offer you the opportunity to continue this coverage. So, uh, it looks like the group no longer.
[AGENT][NEUTRAL] Let's see, we urge you to act quickly.
[AGENT][NEUTRAL] Yeah it was um.
[AGENT][NEGATIVE] Canceled for nonpayment and we sent a letter asking you if you wanted to continue the policy but nothing was received saying that you did.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] But I can um
[CUSTOMER][NEUTRAL] OK, so it was, go ahead, go ahead.
[AGENT][NEUTRAL] But I can email that letter to you.
[CUSTOMER][NEUTRAL] You can what?
[CUSTOMER][POSITIVE] OK great if you can send that to me now I appreciate it uh you're gonna send it to my uh my [PII]. OK, so.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Cancer
[CUSTOMER][NEUTRAL] I was still active, correct?
[AGENT][NEUTRAL] And let me get back over there. I was in a different area. Hold on real quick.
[CUSTOMER][POSITIVE] You said it dropped in [PII]. You're right.
[CUSTOMER][NEUTRAL] Because I'm not understanding that.
[CUSTOMER][NEUTRAL] ESC20.
[AGENT][NEUTRAL] I'm gonna have to give me just a sec so I can get things in order because I, I can only look up one at a time.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][POSITIVE] I know, it's fine. Take your time.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] T R 5.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me get this email sent to you and then I'll be able to look up the other one.
[CUSTOMER][NEUTRAL] OK, is there an extension for you in case we get disconnected?
[AGENT][NEUTRAL] Uh, no, ma'am, you would just call the same number, but I've got your phone number in case we're disconnected. I could call you back the uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] [PII] wait, no.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Let me get this.
[AGENT][NEUTRAL] Sent to you.
[AGENT][NEUTRAL] It's gonna be just a moment. I'm almost done.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got that copy of that letter on its way to you now. All right. And then what was the other you asked about a cancer policy?
[CUSTOMER][NEUTRAL] Yes, OK, so you informed me that the cancer policy, uh, 2023, so I'm not understanding that. Thank you, and I got your email. I appreciate that.
[AGENT][POSITIVE] Awesome. Uh, the cancer policy lapsed on [PII].
[CUSTOMER][NEUTRAL] [PII], so, so I'm not understanding because this is how my district works.
[CUSTOMER][NEUTRAL] How did they pay?
[CUSTOMER][NEUTRAL] For the cancer in [PII] and I got dropped for the uh
[CUSTOMER][NEGATIVE] Accident plan on [PII]. I'm not, I'm not getting that.
[AGENT][NEUTRAL] The accident plan was dropped for nonpayment. The cancer policy was, you said you retired.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy was imported.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I can't understand why they paid for the cancer because it was drafted from my payroll. The cancer was still effective of [PII], but then in [PII] they didn't pay for the accident plan.
[AGENT][NEUTRAL] You'll have to go to your employer and ask him about that one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me ask you this, do you have a pay history?
[AGENT][NEUTRAL] A pay history on the accident policy or on the cancer policy?
[CUSTOMER][NEUTRAL] On both.
[AGENT][NEUTRAL] Um, I can request that somebody, uh, send you a pay history.
[AGENT][NEGATIVE] I can't give that myself.
[CUSTOMER][POSITIVE] Mhm, good.
[CUSTOMER][NEUTRAL] OK, OK, and what does it, when does it tell you that I originally joined APL, I mean originally, the first date.
[AGENT][NEUTRAL] Uh, the first.
[AGENT][NEUTRAL] Policies that you took out with us were from [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it was in [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So that's when, OK, that's when the new school year starts. OK, and so, and what was the first plan that I purchased from you?
[AGENT][NEUTRAL] The first policy that you purchased from us was a group um cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what were the other ones?
[AGENT][NEUTRAL] Then you also purchased the accident policy on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And and then um of those lapsed on [PII].
[AGENT][NEUTRAL] And that was with
[CUSTOMER][NEUTRAL] OK so you said both of them laps.
[AGENT][NEUTRAL] Yeah, on [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] But and you get both of.
[AGENT][NEUTRAL] Yes, both the
[CUSTOMER][NEUTRAL] Both lapsed on the the canceling accident last on [PII].
[AGENT][NEUTRAL] Yeah, [PII] you were with group 13309 at that time.
[AGENT][NEUTRAL] And then, and then in [PII].
[AGENT][NEUTRAL] You took out the Medin policy.
[AGENT][NEUTRAL] That, that was the gap insurance.
[AGENT][NEUTRAL] And it lapsed on [PII] and you were with group 15304.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] That time, which was.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Promesa Public Schools. So it looks like you switched schools and went to Promesa Public Schools.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] For LaGrange.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I worked, no, I worked for LaGrange ISD for 33 years.
[AGENT][NEUTRAL] Well, they have many different group numbers so I'm just giving you the group numbers that it changed to, um, from 13309 to 15304.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was the Medlink, the gap insurance, and then on [PII], you picked up a group Cancer.
[AGENT][NEUTRAL] Uh, the GC14 group cancer. GC14 lapsed on [PII] because it had to be moved to the new GC14 TXR which was the.
[AGENT][NEUTRAL] Texas changed their um cancer insurance laws and under the new insurance law, there were certain things that had to be on the cancer policy. So the original GC14 cancer policy had to be lapsed, so we could issue the new TXR policy that met the state requirements. And then that policy.
[CUSTOMER][NEUTRAL] Cancer policy.
[AGENT][NEUTRAL] Um, lapsed on.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEGATIVE] And when you say lab, I mean that's, I'm like I'm not understanding how that could even be done.
[AGENT][NEUTRAL] Well, in order, you can't have, you, you can't have two policies at the same time.
[AGENT][NEUTRAL] So we had to cancel the first GC-14 policy because Texas changed their state law about cancer policies. So we had to lapse that first one to issue the new one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first one lapsed on [PII].
[AGENT][NEUTRAL] Policy was issued on [PII], so there was no lapse in coverage, we just had to change the plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm, interesting.
[CUSTOMER][NEUTRAL] OK, and what's your name again please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, because I'm, I'm trying to look here.
[CUSTOMER][NEUTRAL] Just like that, a um old check stub.
[CUSTOMER][NEUTRAL] Um, I'm trying to multitask it a day too. I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Weekends go fast and Mondays come too fast so let me look here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Because I, I'm, I'm going to have to go to the benefits department in my old school district and find out because I'm, I'm starting to just kind of clean out, you know, after these two years of being off and declutter and look for things because um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, just as.
[AGENT][NEUTRAL] That's, that's always a task, isn't it?
[CUSTOMER][NEUTRAL] Yeah, because of 3, OK, as of [PII] of of of [PII], I'm trying to look here and see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, OK, because I had, can you go back to [PII] of my cancer at APL?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I was with you guys in [PII].
[CUSTOMER][NEUTRAL] OK, and then you had, you also deal with MetLife, right?
[AGENT][NEUTRAL] No, not MetLife.
[CUSTOMER][NEUTRAL] OK, you don't. OK, I'm just looking at [PII]. Yes, just a payroll. OK, so what I need to do is I need to request for payment history.
[AGENT][NEUTRAL] No, that's not us.
[CUSTOMER][NEUTRAL] I need payment history from uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Up until [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold. I'm gonna send in a hub request for that to be done, a request for somebody to do that, so it's gonna be a brief hold while I fill out the request for somebody to do that for you, OK?
[CUSTOMER][NEUTRAL] Of all my powers.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] You're fine and I needed on all the policies that I held with you.
[AGENT][POSITIVE] OK, it's gonna be a quick hold that together for you.
[CUSTOMER][POSITIVE] That's fine. You take your time. I appreciate your time and patience this afternoon.
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me. I've got that request sent in so that they can get a payment history on all of your lapsed policies to be mailed to your email address on file.
[CUSTOMER][NEUTRAL] OK, it'll be mailed to me, not, uh, postage mailed. OK, OK, alright, and how long do you think that will take?
[AGENT][NEUTRAL] Uh, probably 3 to 7 business days. That's usually the normal turnaround.
[CUSTOMER][POSITIVE] Oh, that's great. OK. Oh, that's great. OK, today is Monday, so Tuesday, Wednesday, Thursday, Friday.
[CUSTOMER][POSITIVE] Uh, so next week sometime, OK, alright, Miss [PII], thank you so much for your time and patience this afternoon. I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, I hope if I have to call back I get somebody just as wonderful as you were.
[AGENT][POSITIVE] Oh, you're so sweet. Thank you. I appreciate that.
[AGENT][POSITIVE] Makes me feel good. Lets me know I'm doing my job. I appreciate you.
[CUSTOMER][POSITIVE] Thank you have a great week.
[CUSTOMER][POSITIVE] Oh, way beyond, way and beyond, sweet voice, kind and patience that makes that makes a big difference. I cannot explain to you. Thank you so much.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] And like I said, enjoy the rest of the week. It's just starting to enjoy it.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEGATIVE] Uh, I lost you.
[AGENT][POSITIVE] Oh, OK. I said I hope you have a wonderful rest of your day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bye bye.