AccountId: 011433970860
ContactId: 4ce6023f-325d-41d7-82d7-9588a672a5f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1580479 ms
Total Talk Time (AGENT): 712479 ms
Total Talk Time (CUSTOMER): 564440 ms
Interruptions: 16
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4ce6023f-325d-41d7-82d7-9588a672a5f3_20250211T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling regarding a claim that was processed, and I see that it was processed with zero refund. So when I ask information on why that happened.
[AGENT][NEUTRAL] OK. Are you calling on behalf of a provider or you are the actual insured?
[CUSTOMER][NEUTRAL] I'm the actual insured.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can help you with claim status, and can you please give me your name again? I'm so sorry. I didn't understand it the first time.
[CUSTOMER][NEUTRAL] I already know the status of the claim. It was processed and you're not making the payment, so I just need to know why [PII].
[AGENT][NEUTRAL] [PII] is the last name with a [PII] or?
[CUSTOMER][NEUTRAL] [PII], correct.
[AGENT][NEUTRAL] Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm sorry, not 0245.
[CUSTOMER][NEUTRAL] 853-1 M as in Mary L as in Larry.
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] This is in regards to my daughter [PII].
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Miss [PII], to get your information pulled up, and I will need to verify several things with you first for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your name and I'm sorry, your date of birth and then your daughter's name and date of birth.
[CUSTOMER][NEUTRAL] Moon depart the [PII]. [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And your and your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And are you calling on the claim that was just recently processed on yesterday, is that correct, Ms. [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] It was actually 3 different claims that for some reason APL Unified in one and it's not paying a sense when it was supposed to be. I was supposed to be paying the provider a lot of money, so I, I want to understand what is going on here.
[AGENT][NEUTRAL] OK, so the reason I
[CUSTOMER][NEUTRAL] We had a problem last year, but this year we did everything by the paper and still it doesn't look like we did it correctly or what's the problem.
[AGENT][NEUTRAL] OK. So the most recent information that was processed, the reason for the denial on this claim for these different dates of service, Ms. [PII], states that kinesiology, speech, or occupational therapy are not covered.
[CUSTOMER][NEGATIVE] No, that's the wrong claim. You're not looking at the right claim.
[AGENT][NEUTRAL] OK, give me the claim number. OK, give me the claim number then that you would like for me to look at.
[CUSTOMER][POSITIVE] You have to look at children are limitless.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] 3561652
[AGENT][NEUTRAL] OK, so that is the claim that I'm looking at and it had multiple dates of service for your daughter.
[CUSTOMER][NEGATIVE] That this is not occupational therapy, this is ABA therapy and you have already provided that in the other claim. Makes what you're saying makes no sense.
[AGENT][NEUTRAL] OK, I'll be happy to try and connect you with one of the examiners, Ms. [PII], who can further discuss this with you. When I transfer you, you will not have to re-verify any of your information. I will give them your policy number.
[CUSTOMER][NEUTRAL] Before you do that, can you go ahead and repeat what you were saying so I can write it down.
[AGENT][NEUTRAL] Yes, ma'am, because you can actually see your EOB in your portal with this remark on it. It states kinesiology, speech, or occupational therapy are not.
[CUSTOMER][NEUTRAL] I'm sorry, the first two words, can you spell it?
[AGENT][NEUTRAL] K I N E S I O L.
[CUSTOMER][NEUTRAL] I'm sorry, I'm, I'm, I'm so sorry. I'm Italian. I have learned English in school, but you need to go a little bit more slowly. OK?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] ES
[AGENT][NEUTRAL] IO
[AGENT][NEUTRAL] L O G Y.
[CUSTOMER][NEUTRAL] What is this?
[AGENT][NEUTRAL] Come
[AGENT][NEUTRAL] Comma
[AGENT][NEUTRAL] Speech, S P E E C H.
[AGENT][NEUTRAL] Then the word or OR.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The next word is occupational and it is spelled 0 cc.
[AGENT][NEUTRAL] You
[CUSTOMER][POSITIVE] I have occupy thank you.
[AGENT][NEUTRAL] Therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] are not covered benefits.
[AGENT][NEUTRAL] Under this policy.
[CUSTOMER][NEUTRAL] OK. That's all?
[AGENT][NEUTRAL] That, yes, ma'am. That's it. That's the remark.
[CUSTOMER][NEUTRAL] OK. The therapy that I submited is none of those.
[CUSTOMER][NEUTRAL] It's a deductible for ABA therapy that was already paid by Aetna and APL is supposed to pay the deductible of the approved and paid the claim of Aetna. Besides the fact that this therapies, none of these allocated here.
[CUSTOMER][NEGATIVE] It's a different type of therapy that I have already been paid before for this. This is a deductible. I'm not asking you to pay for the therapy. This is the deductible that these policies paid for specifically. Obviously a mistake was made. Who's gonna fix this mistake?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, a couple of things. You may file an appeal within 180 days from the date.
[CUSTOMER][NEGATIVE] I don't need to find an appeal that is a mistake. None of this therapy is what you just mentioned.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEGATIVE] There is a mistake this needs to be reviewed again. Nope, nope.
[AGENT][NEUTRAL] I can transfer you to one of the examiners, Ms. [PII], to further go over this with you if you would like for me to do that.
[AGENT][NEUTRAL] This is the information that I'm able to provide for you.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] On the website, where am I able to see this information?
[AGENT][NEUTRAL] When you click on your explanation of benefits for that claim number, it is on page 2.
[AGENT][NEUTRAL] The remark for each of the codes for the dates of service is on page 2.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I don't understand. Page 2 of what? Do I need to cli click on the claim number?
[AGENT][NEUTRAL] The explanation of benefits, yes, ma'am, the explanation of benefits associated with that claim number.
[AGENT][NEUTRAL] So before I connect you, is there anything else, Miss?
[CUSTOMER][NEUTRAL] Give me one moment. Yes, I have not find what you're speaking.
[CUSTOMER][NEGATIVE] I am clicking on the claim number saying getting the file. I need to be able to see the information that you told me I will be able to see on page 2. So I went on the claim number, I clicked on the claim number and I'm waiting for a file to open, but nothing is opening.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you are on a computer, not from your cell phone. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so your EOB, it appears may not be there. This just went through our nightly processing.
[AGENT][NEUTRAL] Uh, yesterday, so it may be a little later on today before you can actually see your explanation of benefits, Miss [PII], but when.
[CUSTOMER][NEGATIVE] I don't want to wait. This was something that was supposed to be completed, and I'm sorry, I'm not done. I'm, I'm sorry. I don't appreciate being disrupted. I don't do this to you.
[AGENT][NEUTRAL] OK, when I connect you with the examiner.
[CUSTOMER][NEUTRAL] I was saying that this was supposed to be processed and paid today and in 3 days the provider was supposed to have the money. I don't wanna wait to the end of the day to see the explanation of benefit. Please let me know if there is another way where I can see the explanation of benefits now so I can take care of it.
[AGENT][NEUTRAL] No, ma'am, there is not. No, ma'am.
[AGENT][NEUTRAL] No, ma'am, not at the moment. The the system has not, yes, ma'am, the system has not been, it has not had enough time for that to populate into your profile. Again, if you will allow me, no, ma'am, I don't have one to fax you.
[CUSTOMER][NEUTRAL] If you're seeing it, that means I need to see it.
[CUSTOMER][NEUTRAL] Can you fax it?
[CUSTOMER][NEGATIVE] What do you mean you don't have one? You just read me something that you suggested me to go on the website.
[AGENT][NEUTRAL] At this
[AGENT][NEUTRAL] I've read you the remarks in the system, but there's a process for everything that has to go through certain steps.
[CUSTOMER][NEGATIVE] OK, my daughter was denied that when I have the information now. I don't wanna have it by the end of the day, because that would be one extra day that I need to use tomorrow to fight this.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Ms. [PII], just one moment, please.
[AGENT][NEUTRAL] OK, so your uh your explanation of benefits in your portal, you are saying you cannot open that because I'm able to open it. Are you not able to open it?
[CUSTOMER][NEUTRAL] Can you explain me one time? Can you explain me one more time I do I open it?
[AGENT][NEUTRAL] Just one moment and let me get to the portal instructions for you so that I can walk you through the steps.
[AGENT][NEUTRAL] OK, when you click on your claim number.
[CUSTOMER][NEUTRAL] It says getting your file. It's the same thing I did before.
[AGENT][NEUTRAL] Mhm. So it's going to take just a moment.
[CUSTOMER][NEGATIVE] No, no, he, he didn't do anything. I did it about 5 minutes ago.
[AGENT][NEUTRAL] OK, can you try it again?
[CUSTOMER][NEUTRAL] And then it was like hopes that yeah, I just tried again of course hopes that it's been an error looks like we're experiencing technical difficulties. Please call the phone number I'm talking to you.
[AGENT][NEUTRAL] OK, so Miss [PII], I can, I'm not sure why I can email it to you to the email address that we have on file and that we verified with each other.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Give me just one moment please.
[AGENT][NEUTRAL] Because you should be able to access it.
[AGENT][NEUTRAL] And I believe I've spoken to you before and you had some difficulty with your portal before.
[CUSTOMER][NEGATIVE] No, that is incorrect. Your portal has some difficulty, uh, getting some uploads, and we had to reduce the weight to less than 5 megabytes instead of what you told us it was.
[AGENT][NEUTRAL] As well. So I'm not, I'm not really
[AGENT][NEUTRAL] Mhm. So yes, ma'am and I do see, yeah.
[CUSTOMER][NEGATIVE] Yeah, the portal had difficulties.
[AGENT][POSITIVE] Yes, ma'am. I can see and a lot of times that has to do with the files. And so I see that once you were able to break them down and accepted it. Mhm. Yeah, that's great.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Exactly, yeah, yeah, we had to change the format of the file. Yeah, we had to do what you suggested last time. We had to change the weight of the file and we finally got the file, but if you can see we have more problem here and on top of adding a child with special needs.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Uh, no, ma'am. It pulled it up because it's all under one phone. No, ma'am, it's all under one file number. The claim number for each of those uploads is under your same.
[CUSTOMER][NEUTRAL] I'm sorry, um, I also said when I called you, I also said when I called you we actually uploaded it at 3 different file and for some reason that's one of the first information I gave you when I called for some reason APL decided to put it all in one file so I did actually submit the 3 different claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For multiple dates of service that were reviewed altogether. Mhm.
[CUSTOMER][POSITIVE] Correct, and they're all different, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Not together, 3 different claims.
[CUSTOMER][NEUTRAL] Am I holding or?
[AGENT][NEUTRAL] Yes, you are, if you would like for me to email you this, yes, ma'am. I'm trying to get the information to load so that I can email it to you. You do want it emailed, is that correct?
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] Yes, that is correct, please.
[AGENT][NEUTRAL] Yes, ma'am. And it's gonna take just a moment.
[CUSTOMER][NEUTRAL] If you don't mind, I'm gonna put the [PII] on and she's gonna help me talking with the other.
[AGENT][NEUTRAL] OK, I'm going to get you connected though before I'm fixing to email you this, but I'm gonna get you connected to one of the examiners who can further go over this claim with.
[CUSTOMER][NEGATIVE] No, no, I wouldn't see the email. No, no, no, no, no, no, no, that's not working, that's not my wish. I already stated that I need to see the paperwork before you connect me.
[CUSTOMER][NEUTRAL] Before you connect me I need to be able to confirm that I received the paperwork and I need to be able to tell them something because if I don't have the paperwork, our conversation is gonna be different.
[AGENT][NEUTRAL] And you should have that email in just a moment.
[CUSTOMER][POSITIVE] Appreciate it. In the meantime, I'm gonna put my, my advisor in so she can help me go over this.
[AGENT][NEUTRAL] I'm sorry, who is going to get on the line?
[CUSTOMER][NEUTRAL] A person that helps me talk with insurance because she's much more capable than.
[AGENT][NEUTRAL] And her, OK. And what is her name?
[CUSTOMER][NEUTRAL] [PII], I still remember that we had the problem with the computer last time, you don't remember if you talked to her last time?
[AGENT][NEUTRAL] OK, and you do
[AGENT][NEUTRAL] And and
[AGENT][NEUTRAL] OK, Ms. [PII], with each phone call, if you, you have to verbally authorize us for each of those phone calls, you.
[CUSTOMER][NEUTRAL] But we did mention something for the other phone call so I thought you remembered.
[AGENT][NEUTRAL] Yes, ma'am, but that was the other phone call. That was the other phone call. This is for each phone call.
[CUSTOMER][NEUTRAL] Yeah, and she was in the other phone call.
[AGENT][NEUTRAL] OK, so you're authorizing for this call also, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Otherwise, I wouldn't call her.
[AGENT][NEUTRAL] And did you receive your email?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] I'm gonna put you on a brief hold, but please don't hang up.
[CUSTOMER][NEUTRAL] One more minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm checking spot. I'm sure it's gonna be a second.
[CUSTOMER][NEUTRAL] we got
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] I see this.
[CUSTOMER][NEGATIVE] This is incorrect. Can you please let us talk to the department that fix this?
[AGENT][NEUTRAL] Yes ma'am. I, yes ma'am. I have offered to connect you with one of the examiners who can further review the information that was received and go over this with you.
[AGENT][NEUTRAL] And again, when I do connect you, you will not have to re-verify your information. I will provide them that and let them know what the reason is for your call and give them this claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So is there anything else that I can help you with before I do that?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] OK, well
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] You too, bye. That's good, looks good.
[AGENT][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][POSITIVE] Hi [PII], it's [PII]. Good morning. How are you?
[CUSTOMER][POSITIVE] Hey, good morning, fine, how are you?
[AGENT][NEUTRAL] I'm fine, but you probably won't be fine after this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a, I have an insured, uh-huh, I've spoken to this lady. It's like she has a hotline to me, [PII], and she's
[AGENT][NEGATIVE] Difficult, OK. So I'm just giving you a heads up. She's difficult every single time. And she, we've denied a claim. I had to spell each word that was in the denial. She's telling me that we are wrong. This is not, she doesn't even know what this is. This is not what her child had. Um, I told her about an appeal. She don't want, she, she's not interested in that. She just wants it fixed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 2458531
[AGENT][NEUTRAL] And she has a lady who I guess works for her by the name of [PII] that um every time she calls me and [PII] gets on the line, she's given verbal authorization. She said, I told you last time, and I was like, mm mm anyway.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So who's the participant on which participant?
[AGENT][NEUTRAL] The participant is [PII]. She's definitely on the line. [PII] was
[CUSTOMER][NEUTRAL] So part is on particular one because I don't see any claims under part one.
[AGENT][NEUTRAL] About
[AGENT][NEUTRAL] The claims are on part 2. The claims are under part 2.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Let's see, and which claim is she calling in regards to?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] The most recent one, even though they had to break it down into multiple loads, which she's made a point to tell me how a the OSC is.
[AGENT][NEGATIVE] The last time when I tried to when they couldn't upload everything they were trying I it took me forever to get them to try and you know be willing to try to break it down to see if one of the files might have been corrupt. Well, you know, they were adamant they weren't gonna do that, gonna fax it, yeah, I mean just whatever. Well, I see they ended up doing what I suggested and uploaded it and she's like, and, and you know, and she's going off about that and I get going over all that again, going off of off about that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I explained to her that all of that was processed under this one claim number and she just says we're wrong.
[CUSTOMER][NEUTRAL] OK, let me see what what we got real quick give me a moment.
[AGENT][POSITIVE] Yeah, you're fine. I'm sorry to start your day out this early with this.
[AGENT][NEGATIVE] I mean, she's, she's she's difficult.
[AGENT][NEUTRAL] And I have tried to be so nice to her, but she is.
[AGENT][NEUTRAL] She's gonna interrupt you. She's gonna, yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Let's see what she sent us. It looks like we did not occupational therapy.
[AGENT][NEUTRAL] And I had to email her that you will be, yeah, I read her the kinesiology, and I had to spell it all. And she was like, that's not what she had.
[CUSTOMER][NEUTRAL] OK, so let me look and see what bill she sent us. Let's see.
[AGENT][NEUTRAL] 5, OK.
[AGENT][NEGATIVE] And she couldn't for whatever reason, it's hard, it's them because they have a trouble, they have trouble with on the online every time. And no matter what I do to try to walk them through pulling up an EOB because the EOB is in on base, I emailed it to her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] She demanded that I email it to her, but while she's, and I wasn't even gonna try to, you know.
[AGENT][NEGATIVE] Do what I did last time cause it's there. I don't know what she's doing wrong, but she won't listen, so I can't help her.
[CUSTOMER][NEUTRAL] So it looks like they're having, she had some type of behavioral treatment. However,
[AGENT][POSITIVE] I think, I think the child is special needs from what I've gathered in previous conversations with her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But she's saying the child didn't have any of that that we were saying that she had.
[CUSTOMER][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] An appeal
[CUSTOMER][NEUTRAL] Pull up one last thing real quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I wanna get, get exactly what the policy's wording is when it comes to uh the outpatient.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, cause the outpatient clearly only covers for emergency room, urgent care, surgery in the hospital, diagnostic testing in a hospital, outpatient treatment for mental or emotional disorders, or physical therapy or ambulance. So based on that, this would even be covered. It doesn't fall in none of those covered services under her policy, and that's directly from her policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so you can send it to me. I'm gonna tell her exactly what the policy covers as far as out outpatient, that's not a covered expense under the policy.
[AGENT][NEUTRAL] I mean, I believe that there's a specific section in the policy. I didn't even pull it up today. um.
[AGENT][NEUTRAL] Cause if you, uh,
[AGENT][NEUTRAL] Yeah, if you look under the definition of physical therapy in her policy.
[AGENT][NEUTRAL] On page 25 of 47.
[AGENT][NEUTRAL] It clearly states what the definition of therapy is, but she is
[CUSTOMER][NEUTRAL] Right. Is she feeling that it's physical therapy?
[AGENT][NEUTRAL] No, she's just saying I don't know what she say shoot I'm telling him you'll see. Can you let me know how this call goes after you're done with her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Cause she is, she's.
[AGENT][POSITIVE] Extra. And I'm, I'm hoping she's been on hold enough now, long enough that she can, she has settled down a little bit, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] She's OK. Anyway, uh, I said all I can say. She's fully verified the number in the system would be able the one to call her back on. She did approve [PII] to be on the line to, you know, assist her with this.
[CUSTOMER][NEUTRAL] OK, so there's someone on line with her, is that what you were saying? I guess I didn't understand what you're meaning by that.
[AGENT][NEUTRAL] Yes, she's she's on the line and she's bringing in, I think it's probably her assistant or a friend, I don't know, but [PII] is.
[CUSTOMER][NEUTRAL] OK, [PII]'s assistant.
[AGENT][POSITIVE] [PII] is the one that she's authorized to be on the call with her today and to help because she understands this stuff better. I don't know that that's true, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's her, you know, feelings. So she, she did give us verbal authorization.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So they're both on the line.
[CUSTOMER][NEUTRAL] OK, you can send her to mm.
[AGENT][POSITIVE] OK. Thank you, [PII]. Thank you, thank you. Have a good day and let me know how this one goes. OK. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome, you too.
[CUSTOMER][NEUTRAL] OK.