AccountId: 011433970860
ContactId: 4a807471-0e13-4806-82d4-a06ce28e7576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1625939 ms
Total Talk Time (AGENT): 606196 ms
Total Talk Time (CUSTOMER): 724596 ms
Interruptions: 11
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/4a807471-0e13-4806-82d4-a06ce28e7576_20250204T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hey [PII], I have Ms. [PII] on the phone and her call back number is [PII]. Her policy number is 02170749.
[CUSTOMER][NEUTRAL] I verified all her information. She's calling because the policy is terminated, but she's sent in some kind of paperwork, but where she can put this policy with her and she trying to see if y'all get that and how is that gonna work?
[AGENT][NEGATIVE] OK, as long as this ain't like that call you sent me yesterday, Ms. [PII]. That thing was horrible.
[CUSTOMER][NEUTRAL] 000, that Mr. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and I, I'm, I'm, I got this thing right here to pull up to see what [PII] did about it because nobody said ain't nobody sent us nothing to do anything else. So that's why I was wondering and I, and I see where they took him off direct deposit so I wonder what's going on and something about they he wanted overnight but for it to be overnight it have to be reprocessed. I, I thought, but they ain't sent us that, yeah, yeah, I know.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't know, girl.
[AGENT][NEGATIVE] Look, I wrote down the wrong number. I'm missing a digit.
[CUSTOMER][NEUTRAL] OK, it is [PII], and her name is [PII].
[AGENT][NEUTRAL] And let me try one more time, make sure. I always like to keep you on the phone so I have it pulled up and I know I've got the right [PII]. 2170749.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Transport Workers Union. Oh no.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Is that one in funky groups, OK, maybe not, maybe not. All right.
[CUSTOMER][NEUTRAL] I don't know, but I, yeah, no, I think, OK.
[AGENT][NEUTRAL] Put, put Miss [PII] on for dear.
[CUSTOMER][POSITIVE] OK, I will. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Good morning, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] Good morning, [PII]. I am doing fine. How about yourself?
[AGENT][NEUTRAL] I am as well. Thank you, ma'am. So, Ms. [PII], Ms. [PII] was telling me that you sit in your portability information, is that correct?
[CUSTOMER][NEUTRAL] That is correct. I sent it in last week and I haven't heard anything and I do know it says policy lapse on my when I log in and so I was confused by that because the policy, it's through the TWU 556, but they're not offering anything that starts again until March, and I think my policy was supposed to go through March. It's payroll deducted so.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Right, um, OK, so it doesn't look like, and if it's only been a week since you mailed it, um, it can take us 2 weeks or better to receive anything that's been mailed in. Um.
[CUSTOMER][NEUTRAL] I didn't, I didn't mail it, ma'am. I, I, um, I uploaded all the forms to your website or I mean, I'm sorry, no, I emailed them to you, um, care, I, I'm not at home. I'm working, so I don't have that paper right in front of me, but yes, yes, uh huh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] At the, at the care team.
[AGENT][NEUTRAL] OK, see what, let me look and see if that is in anyone's folder to be processed. Yes, because I was gonna say emailing to the care team is probably the best way to do that, um.
[CUSTOMER][NEGATIVE] Right, I don't trust our mail at all.
[AGENT][NEGATIVE] It just, I don't know, it's just like it, things take so long.
[AGENT][NEUTRAL] So I, you know, it just takes a while.
[CUSTOMER][NEGATIVE] It's, and sometimes they, and sometimes they never make it there.
[AGENT][POSITIVE] Right, yes. I mean, I don't know, bless them, they work.
[CUSTOMER][NEUTRAL] The United States Post Office isn't, yes.
[AGENT][NEUTRAL] They work like crazy cause I see them delivering on Sundays around here. Um, but
[AGENT][NEUTRAL] You know, so, uh, yeah, they, they were like crazy, but
[AGENT][NEUTRAL] I guess when you're dealing with bags of mail, that's just a lot of room for human error.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] And thousands of thousands upon thousands of people. All right, Ms. [PII], what I'm going to need to do is
[AGENT][NEUTRAL] I'm gonna have to search for this.
[AGENT][NEUTRAL] And email and see if anybody has received this information because I'm not seeing it in anyone's folder at the moment.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You do only have the one policy with us.
[AGENT][NEUTRAL] Let me check one more screen here real quick.
[AGENT][NEUTRAL] Oh, you're with, what did I.
[AGENT][NEUTRAL] Put the right number in.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] We'll check one more thing before I put out a hunt on this.
[CUSTOMER][NEUTRAL] It looks like there shouldn't be any lapse. I just pulled up my pay stub. It was $318.70 and that was paid um on on [PII], and the next premium would be due in February, so it shouldn't show any lapse and it says coverage lapse.
[AGENT][NEUTRAL] OK, well, what would happen is this policy would term and another policy would come into effect once we receive your um.
[AGENT][NEUTRAL] Or what's the portability information has been set up and.
[CUSTOMER][NEGATIVE] But, but what I'm saying is right now when I log on to my account through APR or my portal it says my policy has lapsed.
[CUSTOMER][NEGATIVE] And, and it shouldn't say lapse at this time I should have complete coverage until that new coverage would kick in.
[CUSTOMER][NEUTRAL] Which would be [PII] or maybe [PII], I think it's [PII].
[CUSTOMER][NEUTRAL] So as all I'm saying is yes the portability that might not be in the workshop but it shouldn't I still should have it still shouldn't be laugh unders does that make sense to you?
[AGENT][NEUTRAL] Yes ma'am, it does, but that's, that's not, that's just how, how these policies were terming and you know once the group had stopped coverage with us, it just turned all policies.
[CUSTOMER][NEUTRAL] That's just what
[CUSTOMER][NEGATIVE] Stopped
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] OK, even, but even though the coverage isn't stopped and I still paid for it?
[AGENT][NEUTRAL] Now that I don't know what what's.
[CUSTOMER][NEUTRAL] Because I paid for it. I'm looking at my deduction right here. It's uh it was payroll deducted on [PII] and so even that policy shouldn't lapse until um.
[CUSTOMER][NEUTRAL] April.
[CUSTOMER][NEUTRAL] So it should not be lapsed. I should still should have coverage because they're not offering anything and now maybe, I don't know if when the union notifies you that they are not going to use you as a carrier, does it automatically.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Even though the term date isn't until
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] March
[AGENT][NEUTRAL] Right, because they turned with us apparently [PII] and once they turned with us, that termed everything, um, and even though there's still the
[CUSTOMER][NEUTRAL] Cause I paid. I, I, I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I paid you on, I paid you on [PII].
[AGENT][NEUTRAL] Did, did you pay, did you send money to APL?
[CUSTOMER][NEUTRAL] It no it was payroll deducted and it's the same amount and it's TW supplemental insurance and so it should not say lapse and I did ask when I spoke with the representative yesterday I asked her why it said lapse and she said well did you pay it and I said no I didn't pay it it's payroll payroll deducted and she said well then it should not and no it shouldn't say lapsed, so because they're not offering any coverage until March.
[AGENT][NEUTRAL] They're apparently well they because see we were notified by the group to term the policies what for our notes so uh they may be just deducting for future purposes.
[CUSTOMER][NEUTRAL] Right, right. Yeah.
[AGENT][NEUTRAL] I'm not sure because we don't see that money till they send it to us.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] It's not like it's deducted and automatically sent to us. We don't, we don't see it until the group sends it to us, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me.
[AGENT][NEUTRAL] Put in a request for the person who works this state.
[AGENT][NEUTRAL] And see if she can locate that um.
[AGENT][NEUTRAL] Portability information for you.
[AGENT][POSITIVE] And I will let her know that you're safe.
[CUSTOMER][NEUTRAL] I thought that there were 2.
[CUSTOMER][NEGATIVE] There were two forms. Um, there was a form, uh, that just had, I'm gonna check my email here. I did not send it from my phone. I sent it from my iPad and so consequently I may not be able to see what's been sent. I'm not on my iPad. I might not be able to see what's been sent, but.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And like I said, I'm, I'm.
[CUSTOMER][NEUTRAL] Yeah, I don't have any record of it on my, on my phone. It was sent on the [PII] or the [PII].
[CUSTOMER][NEUTRAL] And I did when I spoke to someone there at APL.
[CUSTOMER][NEUTRAL] I did, um,
[CUSTOMER][NEUTRAL] Uh, ask her if I had the correct forms, and she said yes, and I said I had, I had one that just had personal information, policy number, name, address, that kind of stuff. And then the next one was my bank routing information.
[AGENT][NEUTRAL] OK, so you submitted, so.
[CUSTOMER][NEGATIVE] And she did tell me that the policy was $45.99 and it would be automatically deducted from my bank account. And she said, you may have 22 payments to catch up, which now I, I'm going to talk to the darn union because I shouldn't have any payments to catch up.
[AGENT][NEUTRAL] Yes ma'am, let's see, um, so when did you email your portability information?
[CUSTOMER][NEUTRAL] I emailed that in on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Possibly the [PII]. I think it was the [PII]. No, I think it was the [PII], because I remember she said it had to be, you had to receive it by the [PII]. And I said, gosh, I'm so sorry. I had no idea I could do this, and I sent it that day. So it was the, it was the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was kind of surprised when they told me they had to receive it by the [PII] because I thought.
[CUSTOMER][POSITIVE] Gosh my policy should continue all the way through March.
[AGENT][NEUTRAL] It, well, if the, the group had not termed with us, apparently on [PII], it would have, but to say, you know, if they were still submitting money to us, it would have, but apparently they termed with us and once they turned, I say [PII], most of the policies I see are termed [PII], so yeah, it looks like.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Well, this doesn't kick into effect on [PII]. I mean that really blows my my mind because like I said, I have a payroll deduction for $317 for my benefits.
[CUSTOMER][NEGATIVE] And supposedly my new any new coverage does not open enrollment doesn't even happen until uh the [PII] and through the [PII] and the new policies don't kick in until [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me see, back to your policy.
[AGENT][NEUTRAL] Trying to get as much information here for her as I can.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 891. OK, so you're calling from the number that we have on file for you, correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, and that's the only number I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, wonderful. OK, so I've added your email and your phone number on here for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I've got that sent so that um it can be researched and hopefully we can locate that information uh.
[AGENT][NEUTRAL] Sooner than later and
[CUSTOMER][NEUTRAL] OK, so this is the person that handles the port portability.
[AGENT][POSITIVE] That way she can get back with you.
[AGENT][POSITIVE] Right, she works the state of [PII] and her name's [PII] and um so hopefully she, she'll get to that today and um she, you know, they work, they work things in the order they're received, but hopefully, I don't know what she has in front of her, but hopefully, [PII] will be able to get to it today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so are you saying you can't find any of that information that I sent in for the.
[AGENT][NEUTRAL] I'm not seeing it, but I, you know, she, I don't know where she may.
[AGENT][NEUTRAL] Have it stored, uh, you know, because I don't know what folder or where it exactly look for it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it could be, let me look and see again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We
[AGENT][POSITIVE] My goodness was very first there we go and uh.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, I am not seeing it in her folder, so she may have a special place she stores.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The [PII] groups that are, you know, that are leaving, that are converting rather to the um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The, the other policy.
[AGENT][NEUTRAL] So that's chances are that is the case here, or she just, for whatever reason, may not have received it yet.
[AGENT][NEUTRAL] But let me, let me have [PII] review this and see what we find and either she or I will give you a call back.
[CUSTOMER][NEUTRAL] OK, um, let me make sure while I've got you on the phone that I
[CUSTOMER][NEUTRAL] Did send the correct forms.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm seeing if I wish I would have.
[CUSTOMER][NEUTRAL] Brought my
[CUSTOMER][NEUTRAL] Oh let me see here. I know it's two forms, and I, I like I said, I called, I spoke to somebody, she said I needed to make sure that I sent them to the care team that was the best way to do it, which I did do, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, that is the, the best way to do it. um, and you should have gotten a confirmation email that it was received.
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] You did not
[CUSTOMER][NEUTRAL] I, I did, I, what I got was a text.
[CUSTOMER][NEUTRAL] Saying
[CUSTOMER][NEUTRAL] Uh, let me see my text.
[CUSTOMER][NEUTRAL] I got a text on Saturday saying your claim additional information has been received. You'll get a text message when your claim review begins, and that was on Saturday and I did send a claim in for skin cancer for myself that I had removed on uh surgically removed on in November, and I had sent that in, but I assumed the information that they.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We're referring to was the.
[CUSTOMER][NEGATIVE] The portability, but no, I, I did not get an email saying that it had been received.
[AGENT][NEUTRAL] OK, what I would do if I was you just to make sure when you can get back to your emails I would forward that text back to the care I mean that email back to the care team and let me make sure you have the correct email. I'm going to give that to you again.
[CUSTOMER][NEUTRAL] OK, let me, uh, jot that down. OK, it's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so it's one, you know, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am, yes, uh-huh, yep.
[AGENT][NEUTRAL] [PII]. So, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's where I sent it.
[AGENT][NEUTRAL] OK, I would, I would find that email and forward it again since you did not get a response.
[AGENT][NEUTRAL] You should be getting an email confirmation.
[CUSTOMER][NEUTRAL] OK, I'm now I'm hoping that there wasn't a typo in the I'm hoping there wasn't a typo in the [PII]. Yeah, that's the and I asked her if it was all lower all upper she said it didn't matter, um, and that's the, that is the email address that I sent it to like I said, the only thing that could have happened was there could have been a um.
[AGENT][NEUTRAL] Well, I, I just
[CUSTOMER][NEUTRAL] A typo in it but I didn't get a response back through my email saying undeliverable so I'm assuming everything was correct on on that end um I am flying and I will not.
[AGENT][NEGATIVE] Right, I, I definitely would rescind it.
[CUSTOMER][NEUTRAL] OK, I'm flying. I won't be home until tomorrow, um, night and so I probably won't get it to get it out until first thing Thursday morning or late Wednesday night, but I just don't wanna miss the deadline for this because it's definitely something that we need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, see, in your, um, your original email would have the, the original date you sent it, so that would, that would help a lot right there having that that's what I'm saying please just resend that same email um with all the original information on it and you should get.
[CUSTOMER][NEUTRAL] The day, yeah, uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A and I I don't know if it's an automatic reply or if they just replied to you letting you know that your information has been received but if you don't receive that then it's not been received for some reason.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't think I did now, you know, I, you know how you get 7000 emails every single day and so, you know, it's quite possible that I could have delete, delete, delete and not paid any attention to it. So I will double check that because I do know that the address and like I said there were two pages. One page was just information, date of birth, social, that kind of crap, and the next page was banking information, the routing number, the whole nine yards, which you know.
[AGENT][POSITIVE] Oh gosh, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you a fax number too if you can print that same email off and you'd rather fax it or do both.
[CUSTOMER][NEUTRAL] Um, I can actually, I can, when I get home, I can fax it. I was actually on vacation and I had absolutely no access to a fax number, but when I get home, um, I will do both again. Um, what is the fax number?
[AGENT][NEUTRAL] OK, so you do have the fax number.
[CUSTOMER][NEUTRAL] I, I, I'm sure it's on the bottom of the paperwork isn't, I mean, I'll take the fax number just to have, but.
[AGENT][NEUTRAL] OK, because it is secure fax it does come straight into our computers. It doesn't lay around anywhere for anybody to see it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that is 877.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see, uh, I'm just thinking about 807.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I will, uh, resend it and in the meantime if you could just check on it for me and see what the heck is going on, that would be great um and uh like I said, I am flying so.
[CUSTOMER][NEUTRAL] If you get my voicemail, a detailed message is fine. I don't have any access to my phone.
[CUSTOMER][NEUTRAL] As far as
[CUSTOMER][NEUTRAL] You know, being able to answer and so uh and I, I do, I don't land until this evening way after the close of business so.
[AGENT][NEUTRAL] OK, no that's fine. Just, I, you know, we just want that one original email so that it shows the date that you emailed it.
[CUSTOMER][NEUTRAL] OK, now, are, uh, should I be expecting a phone call before you receive that second email or should I?
[AGENT][NEUTRAL] That I'm not sure it depends on when [PII] can get to it, um, so you know it may be tomorrow it may even be Thursday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well just let her know that if she gets my voicemail a detailed message is fine that's all I'm saying with that.
[AGENT][NEUTRAL] OK, alright, we will do that and um.
[AGENT][NEUTRAL] I'm sorry, I was just checking on make sure I had put the information.
[AGENT][POSITIVE] Correctly in her her folder OK I did well her.
[AGENT][NEUTRAL] Email that I just sent to her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, so we will do our best to get you taken care of just as quickly as we can, Ms. [PII].
[CUSTOMER][NEUTRAL] And in the meantime I'm gonna call the union and find out why that that policy.
[CUSTOMER][NEUTRAL] You know, why does it say lapsed?
[AGENT][NEUTRAL] Right, well, it's because they're termed with us.
[CUSTOMER][NEUTRAL] Right, but they deducted money from my paycheck.
[AGENT][NEUTRAL] Once they termed it automatically just.
[AGENT][NEUTRAL] Yeah, you might that you might wanna ask.
[CUSTOMER][NEUTRAL] Well, I'm gonna ask, why did you take $317 in January, which is for pay payment for February because you pay a month ahead, isn't that correct?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure if that group pays ahead or in arrears. They, uh, oh, they do, they pay in arrears, so they pay at the end of the month.
[CUSTOMER][NEUTRAL] OK, so they paid in January for December.
[AGENT][NEUTRAL] That would be my guess, yes, ma'am. I'm not in billing, but yes, ma'am, that would be my guess.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that, OK, well then that makes sense, but in the meantime I'm gonna see what my February check brings because it comes out on the [PII], um, but in the meantime, um.
[CUSTOMER][NEUTRAL] I guess we should have been notified and and I like I said.
[CUSTOMER][NEUTRAL] I, I did provide my banking information, so I would assume that it would be automatically deducted for however month, however,
[CUSTOMER][NEUTRAL] Reducted in February for the January, so then I shouldn't be in the, I shouldn't be a lapse policy unless they cancel it. OK, I'm sorry, I'm talking out loud and you don't need to thinking out loud.
[AGENT][NEUTRAL] No, you're fine, you're fine.
[CUSTOMER][NEUTRAL] Well, it just kind of, it kind of, it kind of startled me when I saw laps. I was like, OK, crap, and I did ask about it and it said it shouldn't say laps.
[AGENT][NEUTRAL] Well, if the, like, if the group was still active with us, it, it wouldn't, but since they're, they're lapsed, it terminates the policies.
[CUSTOMER][NEUTRAL] They termed it, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so, um, Ms. [PII], is there anything else at the moment we can assist you with?
[CUSTOMER][NEUTRAL] That is all I think.
[AGENT][POSITIVE] OK. Well, like I said, we're gonna do our best to get you taken care of just as fast as we can.
[AGENT][POSITIVE] And uh hopefully sooner than later, and one of us will be getting back with you and what we find, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. And what, what is your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. It's been really helpful.
[AGENT][POSITIVE] You're welcome. Oh bless you. OK. Well, thank you for calling APL and I hope you have a wonderful day and be safe on your trip.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.