AccountId: 011433970860
ContactId: 4b6ce6d7-9aac-4de8-b48d-3dd2095a344c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1931020 ms
Total Talk Time (AGENT): 719504 ms
Total Talk Time (CUSTOMER): 408376 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/4b6ce6d7-9aac-4de8-b48d-3dd2095a344c_20250328T12:36_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes, that's fine. um, and we were verifying. I have the policy still up. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, just give me a moment. Member's name would be [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and that was data service [PII] for $500. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, were you wanting the original claim or the resubmitted claim?
[AGENT][NEUTRAL] Status.
[CUSTOMER][NEUTRAL] The resubmitted claim because actually we did receive payment for this, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so I'm asking, do you want the original where it was denied or do you want the paid claim status?
[CUSTOMER][NEUTRAL] Paid paid claim status.
[AGENT][NEUTRAL] All right, so we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 353.
[AGENT][NEUTRAL] 483 1.
[AGENT][NEUTRAL] And on [PII], I'm sorry, [PII], we paid out on the claim to the provider $75.
[AGENT][NEUTRAL] Did you need that check information?
[CUSTOMER][NEGATIVE] I just need to know like uh members Primary Insurance has processed $230.75. You have only paid $75. Can you just tell me the reason like why you have paid only $75 for this claim?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see what their max is. Hold on one second.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] I'm pulling up the benefits. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Because I really don't know. Let me see, uh.
[AGENT][NEUTRAL] Well, that's what was billed.
[AGENT][NEUTRAL] So I did read PIBFT, right? It's not like, OK, let me just make sure though, just in case.
[AGENT][NEUTRAL] Because they billed us for $75 so that's what we paid.
[AGENT][NEUTRAL] Because I was thinking I had like the outpatient sickness like 75 per visit. Let me see if that's what's happening.
[AGENT][NEGATIVE] But don't look like it. Look like they billed us for 75 and we paid 75. Hold on.
[AGENT][NEUTRAL] Let's see what we did um what am I trying to do?
[AGENT][NEUTRAL] 12345678.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, it's not like that. It's 500 a day, so that must have been.
[AGENT][NEUTRAL] Did the original.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So the benefit um for outpatient is $500 per calendar day. So when the when the claim was originally submitted, the bill amount was $500 but on the resubmission, we were only charged for bills $75 so that's what we paid $75.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK. And you said uh you can yearly pay only $500 for this member.
[AGENT][NEUTRAL] Right, we can only pay $500 per calendar day.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Uh, yeah, can you help me with the caller reference number for this one, and I do have some more creams with me. Can you help me with those creams as well?
[AGENT][NEUTRAL] OK, how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I do have uh more 4 claims with me.
[AGENT][NEUTRAL] OK, so the call reference number for the entire call will be my name and today's date.
[CUSTOMER][POSITIVE] OK sure thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Can we move to the next number?
[AGENT][NEUTRAL] Um, I'll have to know each member as, um, after we're finished. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02.
[CUSTOMER][NEUTRAL] 255847 M. Mike Lima number 8.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service for the um claim and the total bills?
[CUSTOMER][NEUTRAL] It's [PII] total charge $500 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's the same diagnostic center for women at LC.
[AGENT][NEGATIVE] Right, the phone um cut off when we, when I asked last time. I didn't hear you. Sorry about that.
[CUSTOMER][NEUTRAL] It's diagnostic Center for Women LLC.
[AGENT][NEUTRAL] Alright, so I'm showing that the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 350.
[AGENT][NEUTRAL] 571 8.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] Yeah, actually we have submitted that on [PII].
[AGENT][NEUTRAL] OK, um, so that has not been received, but you can resubmit it. We haven't received anything since September, but you can resubmit it for processing.
[CUSTOMER][NEUTRAL] Not September, uh, we have submitted it in [PII].
[AGENT][NEUTRAL] I understand what you're saying. [PII]t I'm explaining to you is APL has not received anything incoming since September, so what you said in November has not been received, but you still can submit it for processing.
[CUSTOMER][NEUTRAL] OK, sure, no problem. Can you help me with the fax number?
[AGENT][NEUTRAL] Yes, our fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can we move to the next number?
[AGENT][NEUTRAL] Um, I have to know each policy when we're done. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Yeah, just give me a moment.
[CUSTOMER][NEUTRAL] 28 plus 3.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah, it's 02.
[CUSTOMER][NEUTRAL] 46.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah member name.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] It's [PII] total charge $400 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, so we received this claim 3 times. Um, did you want the which of the claims or, or do you need them all?
[CUSTOMER][NEUTRAL] The most recent one.
[AGENT][NEUTRAL] was denied as a duplicate of the 2nd 1. Did you want me to give you the 2nd 1?
[CUSTOMER][NEUTRAL] Uh, firstly, uh, what was the denial?
[CUSTOMER][NEUTRAL] The first Real?
[AGENT][NEUTRAL] So you do, which claim would you like me to check the very first, there's 3.
[AGENT][NEUTRAL] The last, the very last claim we processed was denied as a duplicate of the 2nd claim we processed. Would you like me to give you the claim status for the first claim or the second claim or both? OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Second one.
[CUSTOMER][NEUTRAL] Not the duplicate one.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] Which one do you have processed, yeah, thank you.
[AGENT][POSITIVE] I understand. You're welcome.
[AGENT][NEUTRAL] The first claim was submitted by the provider, the second was submitted by the insured, so we can't give that claim status. Um, this second claim that was submitted by the insured was paid to the insured, which is why that 3rd 1 there that y'all submitted was a duplicate. So I can only give you the first claim status because that's what the provider submitted.
[CUSTOMER][NEUTRAL] Uh, sure, no problem. As you said, uh, like you said you have paid to the member for this claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, both, yes.
[CUSTOMER][NEUTRAL] OK, as you have already paid to the members, so.
[CUSTOMER][NEUTRAL] We'll coordinate with the member. Uh, can you just give me a little bit of information about this? Just a paid, uh, amount or anything?
[AGENT][NEUTRAL] No, I can't give any of the information for the patient's claim. I can only give the information for your provider claim.
[CUSTOMER][NEUTRAL] So we can coordinate with the member.
[CUSTOMER][NEUTRAL] Uh, sure, so can you help me with the claim number of the pay claim?
[AGENT][NEUTRAL] The claim paid was paid to the insured. Again, I cannot give you that information, but I can give you the first claim that was submitted from the provider.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] So the very first claim that was submitted was on [PII].
[AGENT][NEUTRAL] That claim number is 353.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5309.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much for your help.
[AGENT][NEUTRAL] You're very welcome. And did you have any other claims or this?
[CUSTOMER][NEUTRAL] Yeah, I do have.
[AGENT][NEUTRAL] OK, let me note this policy. Hold on one moment.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, advise received 3 times first claim.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding and um, may I have the next member's policy number?
[CUSTOMER][NEUTRAL] Uh, sure. It would be 021.
[CUSTOMER][NEUTRAL] 754.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Uh, sure. date of service is [PII] and the total charge amount is $74.80. uh, also I do have specific concern with the claim.
[AGENT][NEUTRAL] OK, um, hold on one moment, let me locate it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The total bill was 7480?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm gonna have to look into this one.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Because.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So then that means.
[AGENT][NEUTRAL] Where's the, where's the originals what I'm trying to figure out.
[AGENT][NEUTRAL] It's this one.
[AGENT][NEUTRAL] 3535935.
[AGENT][NEUTRAL] That's the only one.
[AGENT][NEUTRAL] 35519 because that's a dupe so it's only between these three because that's the only claim for the data service. Hold on.
[AGENT][NEGATIVE] 969. That's the dupe.
[AGENT][NEUTRAL] 935.
[AGENT][NEGATIVE] How is that denied as do? What's the first one is what I'm trying to figure out because that's what she's about to ask me and I can't figure it out.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] So what we're gonna do is get her declines.
[AGENT][NEUTRAL] OK, so that's a do.
[AGENT][NEUTRAL] 935 is 84.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 1510.
[AGENT][NEGATIVE] That's a dupe.
[AGENT][NEUTRAL] And 957.
[AGENT][NEUTRAL] Please let's say 8458.
[AGENT][NEUTRAL] OK, hold on now, wait a minute.
[AGENT][NEUTRAL] What's the code on there? Because maybe.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That's what's happening.
[AGENT][NEUTRAL] That's what's happening. It's the same code, same modifier.
[AGENT][NEUTRAL] Same procedure code.
[AGENT][NEUTRAL] They're billing different amounts.
[AGENT][NEUTRAL] And the 4313 was paid.
[AGENT][NEUTRAL] Whoa.
[AGENT][NEUTRAL] So they build it 1234 times.
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] Only one was billed at the 7480, but it was already a dupe because we paid the 4313 on that one.
[AGENT][NEUTRAL] Alright, here we go.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I just had to um look into that total bill. And what was the question that you had for the claim?
[CUSTOMER][NEUTRAL] Actually this claim has been denied as duplicate so I just need to know why is this denied for duplicate because we have only built this once.
[AGENT][NEGATIVE] Well, it was actually billed 3 times. So we received the claim, uh, there's 4 different claim numbers, but the same procedure code, same modifier, and same diagnosis code has been billed 3 times it was billed for a total.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Three times it was billed with a total of $84.58.
[AGENT][NEUTRAL] One of
[CUSTOMER][NEUTRAL] $84.58.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we, so y'all sent it.
[CUSTOMER][NEUTRAL] It's actually
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] $74.80.
[AGENT][NEUTRAL] I understand. I'm trying to explain to you what happened with the claim.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] So there's a total of 1234 claims.
[AGENT][NEUTRAL] Three of the claims, they all have the same diagnosis code, they all have the same procedure code, they all have the same modifier, so it's the same claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Three times that the claim was sent in, it had a total bill of $84.58.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One of the four claims had a total of $74.80 but it was denied as a duplicate because we paid out on the claim, claim number 3546957 $43.13. So when that next claim came in totaling $74.80 it was denied as a duplicate because we paid the claim before it.
[CUSTOMER][NEUTRAL] Fix
[CUSTOMER][NEUTRAL] OK. As you said, uh, you have paid the claim. Can you just help me with the payment details then?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] So the pay claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 6957.
[CUSTOMER][NEUTRAL] make
[AGENT][NEUTRAL] And on [PII], we paid out on the claim.
[AGENT][NEUTRAL] $43.13.
[CUSTOMER][NEUTRAL] $43.13.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you just give me a moment?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Actually there is only patients responsibility for $6.87.
[AGENT][NEUTRAL] Well, you all billed us for 43.
[CUSTOMER][NEUTRAL] And you said you have paid.
[AGENT][NEUTRAL] We were billed $43.13 of a total bill $84.58 so we paid the $43.13.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, actually, the bill amount.
[CUSTOMER][NEUTRAL] For which I have called, it's $74.80. Do you receive that one?
[AGENT][NEUTRAL] So I've explained to you that we've we've received the claim 4 times. The billing amount has changed, but it's the same claim. Um, if you don't mind, I can get a member um from the claims team to go over this with you more if you like.
[CUSTOMER][NEUTRAL] Because you said $43.13 you have paid, we received that payment already.
[AGENT][NEUTRAL] Correct, it's all the same claim.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] Yeah, but for the bill amount which I'm calling for, it's $74.80 $74.80 not for $84.58. We have built two claims for the same date of service.
[AGENT][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Just the different charge amount and different procedure codes.
[AGENT][NEUTRAL] But the 7, OK, so I'm gonna get a member from claims to discuss this with you further, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] I do have one more claim with me.
[AGENT][NEUTRAL] OK, well, the claims representative will be able to assist you with that one also, or did you want me to do that one and then get you to claims?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what's the next member's policy number?
[CUSTOMER][NEUTRAL] It would be 024.
[CUSTOMER][NEUTRAL] 378.
[CUSTOMER][NEUTRAL] 67.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, the member name would be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the total bills and the date of service?
[CUSTOMER][NEUTRAL] Uh, sure, total bill amount, uh, sorry, the date of service is [PII] and total charge amount is $90.18. 90.18.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's [PII] $90.18.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this policy is no longer active as of [PII], so it wasn't active on your data service. There is an active policy, 255.
[AGENT][NEUTRAL] 651 9.
[AGENT][NEUTRAL] I'm gonna check that policy to see if there's a claim there for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 353.
[AGENT][NEUTRAL] 5896.
[CUSTOMER][NEUTRAL] 33535896
[AGENT][NEUTRAL] Yes, and on
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII].
[AGENT][NEUTRAL] The claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Yeah, I can submit the primary EOB. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. And before I get claims on the line, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII], and hold on one moment for the claims representative, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing well. I have a um provider on the other line who needs to speak with someone in claims. Um, can I give you the policy number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 217-54445.
[AGENT][NEUTRAL] It's, so it's a few different claims like they submitted it multiple times. So I just give you the date of service?
[CUSTOMER][NEUTRAL] Oh yes, is that on part one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Part 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's data service [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, total bill is $74.80. So they, they submitted it several times, they changed the amount, um, but this claim for the 7480 was denied as a due because we paid out one of the claims they sent in prior. So I've explained that to her in detail.
[AGENT][NEGATIVE] Um, and she still wants to know why the 7480 was denied as a dupe.
[AGENT][NEUTRAL] Uh, because we already paid the 4313.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I'll look at it and see if uh we should have paid additional amounts.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I'll look at that one.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK, you ready?
[CUSTOMER][NEUTRAL] Uh, and what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK, alright, you can send her on over.
[AGENT][NEUTRAL] OK, thank you, [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thanks for calling APO.
[CUSTOMER][POSITIVE] Bye bye take care.
[CUSTOMER][POSITIVE] Good morning thanks for.