AccountId: 011433970860
ContactId: 4b768818-16f0-4160-b60a-5c591d59c144
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1432599 ms
Total Talk Time (AGENT): 547587 ms
Total Talk Time (CUSTOMER): 500586 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4b768818-16f0-4160-b60a-5c591d59c144_20250506T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, uh, is [PII] available?
[AGENT][NEUTRAL] How what department does [PII] work, do you know?
[CUSTOMER][NEUTRAL] Uh, no, I was supposed to get a call back from her, um, to help me.
[AGENT][NEUTRAL] OK, which
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To help me log into our online account we're a new customer of APM.
[AGENT][NEUTRAL] OK, can I get your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And are you calling on behalf of a group or you the policy holder?
[CUSTOMER][NEUTRAL] No, I'm calling on behalf of the company.
[AGENT][NEUTRAL] OK, and what is
[CUSTOMER][NEUTRAL] I'm the administrator.
[AGENT][NEUTRAL] Uh-huh and what's the group number?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] What is the group number for the group?
[CUSTOMER][NEUTRAL] I'm not sure that I have that. Let me look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that's, let's see, she sent me some stuff, policy number 10-66460.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] Laplace Equipment Company.
[AGENT][NEUTRAL] Uh, did you say Le LeBlanc Equipment Company?
[CUSTOMER][NEUTRAL] No, Laplace L A P L A C E.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the group number is 27057.
[AGENT][NEUTRAL] And you can provide that number whenever you call for assistance. And you said your name is [PII], what's your email address?
[CUSTOMER][NEUTRAL] It's [PII]. Um, well, they may have it. Let me, let me give you a different one. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm actually showing [PII].
[CUSTOMER][NEUTRAL] That's good then that's fine. I have two emails. That one's good but that's what we put.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the mailing address for uh Laplace equipment Company?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so I may be able to assist you in just creating an account. Are you trying to, um, is that all you need to do or are you trying to do activity like, uh, in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, they sent me, I will need to do activity I guess in the future like one guy here didn't receive his dental cards and he wants me to print them for him again.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but I received an email, um, asking me to.
[CUSTOMER][NEUTRAL] Um, I think I got it still in my inbox.
[CUSTOMER][NEUTRAL] Asking me to uh approve the invoice?
[CUSTOMER][NEUTRAL] And I, I don't know how to get in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Give me 1 2nd.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, so, um, are you at a computer where I can assist you in logging, creating an account?
[CUSTOMER][NEUTRAL] I sure am.
[AGENT][NEUTRAL] OK, so you'll go to secured.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now that home page should say welcome.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] And if you've not created an account you'll click over to the right there's a login tab and a new user tab, click the new user tab.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll select which role that best describes you.
[CUSTOMER][NEUTRAL] Employer or group.
[AGENT][NEUTRAL] Correct, and then click next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so the information that you uh enter here has to match exactly what we have um in our records, so the group number that was given to you put it there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 27057
[AGENT][NEUTRAL] Yes ma'am, and then you said your zip code was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And let me make sure the phone number you gave me is on your file and it is the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the city, you said [PII]
[CUSTOMER][NEUTRAL] Yeah, and do you have a place with the space in between it or not?
[AGENT][NEUTRAL] No, no space.
[CUSTOMER][NEUTRAL] Yeah, OK, because some people put a space.
[AGENT][NEUTRAL] And then the
[AGENT][NEUTRAL] OK. OK. And then the email of the record is just [PII] and then the state is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Then click next.
[AGENT][NEUTRAL] And it should prompt you to create a a username and password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, first I first I gotta do a verification code. It's telling me.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, and I got that. Let's see what it is.
[CUSTOMER][NEUTRAL] Let me see if I can copy and paste it because it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK next.
[CUSTOMER][NEUTRAL] OK, yeah, now it's asking me to create my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] OK, um, do I need to put a text message phone? Do I need to put my personal phone there?
[AGENT][NEUTRAL] Yeah, if you wanna receive text messages you're the group admin so yeah they'll need to come to you.
[AGENT][NEUTRAL] And if anyone else uh if you add another admin and if they call us well they would have to create their own account.
[AGENT][NEUTRAL] And um so it would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it really should be the, uh, phone number of record, which means that it would come to you if it's someone else, so just keep that in mind.
[CUSTOMER][NEUTRAL] OK, well, it's, it, I don't know if I hit something that tells me your account has been successfully created and I didn't put anything in text message, so that's OK.
[AGENT][NEUTRAL] OK, yeah, you don't have to. That's only if you want to opt in to receive text messages. Let me refresh my screen.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And it's asking me to log in.
[AGENT][NEUTRAL] Alright perfect so you are active and so now you'll just click the log in button instead of the new user and then enter the username and password that you created.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I did it and now it says submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then it's got my billing open invoices.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So even though I didn't approve this, it went ahead and and did the um invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I didn't go in and because I couldn't get in but uh it's, it's got an invoice in here so.
[CUSTOMER][NEUTRAL] That must be my first invoice.
[AGENT][NEUTRAL] Right, and so what information were you needing assistance with? You're expecting a call back for for.
[AGENT][POSITIVE] To help you set up the account? OK, good deal.
[CUSTOMER][NEUTRAL] To do this.
[CUSTOMER][NEUTRAL] Yes, help me because I couldn't set it up, but see, I was putting in that other group number. I was putting in that 10.
[CUSTOMER][NEUTRAL] Which I think is our dental and
[AGENT][NEUTRAL] Oh, the group number.
[CUSTOMER][NEUTRAL] Yeah, I think I was putting in general.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I now I see the April invoice out there for you.
[AGENT][NEUTRAL] Is that what you see?
[CUSTOMER][NEUTRAL] Yes, I see it this time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's on to, OK, alright, yep, that looks good.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] OK, I think, I think we might be OK.
[AGENT][POSITIVE] We're good? OK.
[CUSTOMER][NEUTRAL] And that's what I'll, that's what I'll use every month to approve our invoices correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] When it says click here to um approve the invoice to look at it and reconcile it, I'll I'll put those my credentials.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and from here I can also go in like on an employee and like print their dental cards and their vision cards if they didn't get them?
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] I don't know if you have access. Let me take a quick peek of their card. You may, let me look at it real quick.
[CUSTOMER][NEUTRAL] Or if they gotta create their own account.
[AGENT][NEUTRAL] Yeah, they, they, it would be a good idea if they create their own account, but let me see.
[CUSTOMER][NEUTRAL] And you can use
[AGENT][NEUTRAL] So it says that the group will be able to view, adjust and pay invoices, file claims track claim status, add change and delete employees, view broker's contact information it doesn't say, but you should have access to the ID cards as well. So you're in there right now. Do you see a tab or any uh uh dashboard that says group ID cards?
[CUSTOMER][NEUTRAL] No, it has um.
[CUSTOMER][NEGATIVE] I clicked on my employees and it brings up where like I could possibly print like their.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, it shows each person and it's showing a group hospital.
[AGENT][NEUTRAL] OK, the product. Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It says ID cards available, but it doesn't give me the rest of their policy that I see, but there must be another page and I don't know how to get to the second page.
[AGENT][NEUTRAL] So it says ID cards available, is there a hyperlink?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] PDF document hyperlink technical.
[CUSTOMER][NEUTRAL] Uh, if I, if
[CUSTOMER][NEGATIVE] If I click on it, I think it would let me print the credit card, but I'm only seeing page one and I don't know how to get to the next page. I don't see any tabs.
[AGENT][NEUTRAL] At the bottom
[CUSTOMER][NEUTRAL] Because it says page 1 of 7.
[AGENT][NEUTRAL] OK, let me see, is at the bottom, um, oh, do you see anywhere that it says like it might be like 1 through like a dash and 7 and you just have to click an arrow to get you to the next page?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh wait, let me see, maybe on the side.
[CUSTOMER][NEGATIVE] It's like the arrows are not highlighted. They're not letting me click them.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I see like this says I'm on page one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then then I.
[CUSTOMER][NEUTRAL] Go over with the tab that just goes over on the same page, but where the page one is highlighted, um.
[CUSTOMER][NEUTRAL] There's little arrows, but they're, they're highlighted like for me to select on them.
[AGENT][NEUTRAL] Got it. Let's see.
[CUSTOMER][NEUTRAL] It's a page too.
[AGENT][NEUTRAL] Mm, give me a quick second. Let me keep looking here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have something that says download report. Do I need to do that?
[AGENT][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] Download report.
[AGENT][NEUTRAL] Could that be, do you know what type, does it say what type of report?
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Uh, mainly
[CUSTOMER][NEUTRAL] It's got download report and it will let me click on it and next to it it's got a green box that says add employees.
[AGENT][NEUTRAL] OK, so that's if you wanna add a new employee to enroll them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you could add, you can make changes and then there also should be a delete button. A change and delete is you can do those things as well.
[CUSTOMER][NEUTRAL] So I would have to go into add employee to get to those.
[AGENT][NEUTRAL] To add an employee you would click the add button to add a new a new employee.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] But now I'll, I can let you speak, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] With customer service because you said you're not you're not able to get to the the other pages?
[CUSTOMER][NEUTRAL] No, just page one with the hospital on it.
[CUSTOMER][NEUTRAL] But at the bottom, but it's like grayed out. It says 1 through 7.
[CUSTOMER][NEUTRAL] Of 1 through 7 of 7 items.
[CUSTOMER][NEGATIVE] But uh oh it's saying items, but that is the 7 items. I don't know if it means pages, but it's not showing me all the policies.
[AGENT][NEUTRAL] OK, so, so what's displayed on that screen? Is it 7 items?
[CUSTOMER][NEUTRAL] Yeah, because we have 7 employees, so that's what it's, yeah, that's.
[AGENT][NEUTRAL] OK, maybe that's what it's, so that's what it's referring to.
[CUSTOMER][NEUTRAL] Right, so I don't know how I would get to the different policies like if I wanted to print him.
[CUSTOMER][NEUTRAL] You know, print him his cards.
[AGENT][NEUTRAL] You know, you're, you're the the the employees would really need to create their own account just like you set up, set it up for the group they can set up an individual account for themselves and their policy ID card and the policy certificate is in their file.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That they can download.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they go to that same [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh-huh, but only they're going to choose.
[CUSTOMER][NEUTRAL] To set up the account.
[AGENT][NEUTRAL] Yes, it's gonna, they're going to choose uh that they're an individual.
[AGENT][NEUTRAL] Instead of group
[CUSTOMER][NEUTRAL] OK, and then, and then the um.
[CUSTOMER][NEUTRAL] The, um, you know, what I was gonna ask you, it went out of my brain just that quick. The uh dental and vision is gonna show up on each person's individual also if they have it.
[AGENT][NEUTRAL] You know whatever whatever product they enrolled in then it should appear on their uh in their um on base I mean online account.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And so they would, so they would select I am an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] I think that's.
[AGENT][NEUTRAL] When they create their account.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Right, that makes sense, OK.
[AGENT][NEUTRAL] And if, yeah, if you want.
[CUSTOMER][POSITIVE] All right, I think I got it.
[AGENT][NEUTRAL] Before I let you go, if you want, we have a guide, we have an employer guide of course you've already set it up for the group, but we also have an individual guide for the employees to assist them with creating the account as well. Do you want me to email that over to you to give it to your employees or how would you like to handle it just let them know.
[CUSTOMER][POSITIVE] Yeah, that would be great. That would be great.
[AGENT][NEUTRAL] OK, OK, so.
[AGENT][NEUTRAL] And then I'll send it to the email address that we have on file for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][POSITIVE] All [PII]. Any other questions we can help out with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that, that works.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Nancy, and if you don't have any other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] I think I still have you on the phone, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, um, I just was going in, I just was going in and tried to enter me and I did new user and put individual and I put my last name and my social, my zip code, my email, my date of birth, and when I click next, it tells me they don't no user was found with the information that was entered even though I put new.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Now, do you have an
[AGENT][NEUTRAL] Do you have a policy with us?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, give me a second. Let me pull up your information and then L E B A N C.
[AGENT][NEUTRAL] Let me pull up your policy.
[CUSTOMER][NEGATIVE] Yeah, maybe tell me how they got it spelled. Do they have a space between mine E and B? No, they shouldn't.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, there's your policies.
[AGENT][NEUTRAL] OK, so we show uh [PII] and then [PII] There's no space.
[CUSTOMER][NEUTRAL] OK, do you have an [PII] after the [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII]
[CUSTOMER][NEUTRAL] [PII] yeah and is it be capitalized?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] The B is capitalized. So [PII].
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh capital [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All of the letters are capital in our system. I don't know if that makes a difference though. I don't know if it's case sensitive or not.
[AGENT][NEUTRAL] It should make a diff it should not make a difference just as long as the spelling is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then I put my social security number, then I put my zip code and I put my email and I put my date of birth. Now let me see what it does.
[AGENT][NEUTRAL] So then I'm
[AGENT][NEUTRAL] Well, well, before you hit the next button, let's verify that. So [PII], you have [PII] What did you enter as your social or your member ID number?
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what we have and what's your zip code?
[CUSTOMER][NEUTRAL] And I have the I put the dashes. Is that, should I put the dashes?
[AGENT][NEGATIVE] Remove it.
[AGENT][NEUTRAL] No, not in your social, no dashes.
[CUSTOMER][NEUTRAL] No that that might be why it.
[AGENT][NEUTRAL] Mhm. And then, and let's go ahead and.
[CUSTOMER][NEUTRAL] OK, and then my dip.
[AGENT][NEUTRAL] There, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your zip
[AGENT][NEUTRAL] I got that.
[AGENT][NEUTRAL] And the email address
[CUSTOMER][NEUTRAL] And then what do you have for my email?
[AGENT][NEUTRAL] It's the same as your group?
[CUSTOMER][NEUTRAL] [PII], so let me put that right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then verify
[CUSTOMER][NEUTRAL] OK, and then [PII].
[AGENT][NEUTRAL] OK, that's what we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, it's telling me no user was found with the information that was entered.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] If this error perist please contact service at.
[CUSTOMER][NEUTRAL] Can you give me a phone number.
[AGENT][NEUTRAL] Yeah, and that would be us.
[AGENT][NEUTRAL] OK, so let's start over because it's something that's triggering it not to register because what we verified is what see [PII] [PII] [PII], you know what? uh H2O is is alpha and it's not a a number it's letter O, isn't it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Letter O and it's 0 and not 0. OK, that's what it is. Your email yeah your email said [PII] H2O. So let me update that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Not 0.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] A lot of people do that.
[AGENT][NEUTRAL] IM is missing off of [PII]. So let me add the [PII] and I'm gonna update that so I think it may have been your email, so try it again.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There it is.
[AGENT][NEUTRAL] Bingo.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] If you, um,
[CUSTOMER][NEUTRAL] Mm, well, I guess if anybody has, um, the same problem cause they may have.
[AGENT][NEUTRAL] They can call us.
[CUSTOMER][NEUTRAL] 0 on a lot of the other people too.
[AGENT][NEUTRAL] Mhm. Yeah, that's a possibility.
[CUSTOMER][NEUTRAL] On some of the other employees.
[AGENT][NEUTRAL] That's a possibility. And so if they have problems or.
[CUSTOMER][NEUTRAL] Yeah, so if they do, I'll have them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] They can give you a call.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I sure appreciate your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Anything else?
[CUSTOMER][POSITIVE] That's it, thank you very much.
[AGENT][NEUTRAL] Alright and then I'll get those user guys over to you here shortly, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] Thanks so much. I appreciate your help.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.