AccountId: 011433970860
ContactId: 548d5e86-3fa8-4612-a18e-6d699c28fc9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1432989 ms
Total Talk Time (AGENT): 490977 ms
Total Talk Time (CUSTOMER): 558218 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/548d5e86-3fa8-4612-a18e-6d699c28fc9e_20250131T16:36_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][POSITIVE] How you doing? Good morning, [PII].
[AGENT][POSITIVE] Good morning. How are you today?
[CUSTOMER][POSITIVE] I'm doing wonderful. This is my first time um trying to make a claim with you all uh I just started with this company and um I just set up um.
[CUSTOMER][NEUTRAL] My online information, uh, even with my checking account, and I was wondering if you could help me. I'm a truck driver and I'm on the road, but I wanted to set up uh um awareness claim for my daughters and myself.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] For my own doctor visit.
[AGENT][POSITIVE] It would be my pleasure to assist you, sir. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] I have none of that, ma'am. I just have my social.
[AGENT][NEUTRAL] I can do it by your social. What's his social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And what is your date of birth and current mailing address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you said you did create that online account.
[CUSTOMER][NEUTRAL] Yes ma'am, can you see it on your end?
[AGENT][NEUTRAL] On the [PII]
[AGENT][NEUTRAL] I'm checking on that for you. Just one second.
[AGENT][NEUTRAL] You know what, what is a good callback number just in case we get disconnected and what is your email, please?
[CUSTOMER][NEUTRAL] [PII] email [PII].
[AGENT][NEUTRAL] All right, thank you. Now, I have to ask you, is vinyl because of records?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am. I listen to, I, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] The real thing.
[AGENT][POSITIVE] That's classic, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, I
[CUSTOMER][NEUTRAL] Yeah, I have, I have a I have a collection of maybe like I wanna say 3000 so far. I sold some. I sold some. I fell into hardship about 4 or 5 years ago, and I sold about 5000 of them and I, since I've been rebuying, I only collected 3000, but yeah, some of, some of my stuff that I, I purchased and had.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow.
[CUSTOMER][MIXED] The prices is way up there I and I regret selling it, but my family come first.
[AGENT][POSITIVE] Oh yeah, absolutely. Absolutely.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I appreciate that too. I respect that.
[AGENT][POSITIVE] So I, I, and I, and I so much respect vinyl, so.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am. I grew up on it and I'm only [PII], but I, my, my mother, my mother, she's deceased now, but I, I grew up in the household of music, all genders.
[AGENT][NEUTRAL] Me too.
[AGENT][POSITIVE] Yeah, that's right. We did too, and uh that was my dad got older and sick and that's what he would, I can still see him at the kitchen table with his record player and he has all his and he was so proud of those finals too.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] And I am just so happy he had that and shared it with me too.
[AGENT][POSITIVE] So, your, your kids will appreciate that too.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to get. I told them if anything happened to me, or do they want them? I have daughters and a son. I have one son. My son sitting here thinking my daughters are like, I don't know that. I don't know, but I hope they do. I mean, because it's, it's priceless, you know, it's, it's.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] It's just like it, it's priceless.
[AGENT][NEUTRAL] And I don't care. You can listen to it on your phone all day long, but it's just not the same.
[CUSTOMER][NEGATIVE] It's not like that original crackling. It's just don't, it don't have that sound, sound, it doesn't.
[AGENT][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] It's just not the real thing, is it?
[CUSTOMER][POSITIVE] Right, right, and I, and I also have, I also own real the real players, and they actually work. I still have, I have, yes, ma'am. So I have a man key to sum it up, I have a man key in my home.
[AGENT][NEUTRAL] Oh, do you?
[AGENT][POSITIVE] That is awesome. You, you, you like the real stuff, don't you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am. I'm just I'm look, I'm just trying to wait for my wife to let me get me an old school car. Once I get the old school car, I'm set. I'm set. So I'm set. Yeah, I'm set then.
[AGENT][NEUTRAL] Oh my
[AGENT][NEUTRAL] You're sit.
[AGENT][NEGATIVE] I just tell her you can't help. Just tell her you can't help it. You're just a classic.
[CUSTOMER][NEUTRAL] She told me not yet.
[CUSTOMER][POSITIVE] Right, that's it. I was just like that's, uh, you know what, I'm gonna use that today. Bell's just a classic. You gotta accept me.
[AGENT][POSITIVE] I got you.
[AGENT][POSITIVE] That's right, I got you.
[AGENT][POSITIVE] Got you back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I appreciate that.
[AGENT][NEUTRAL] I'm, I'm kind of that way too.
[AGENT][NEUTRAL] Oh my God, I can't keep up with all this newfangled stuff. I like just a plain old simple old, and I want a car where I can roll down the windows, you know, with my hands.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] So I, I know, and I want a car that I can put a key in the ignition so I don't have to worry about my fob dying.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] Right, right, right, I don't you know where to start at the key 5 you can't get in your car. I mean they give you a key, but still, I, you know, it's just, uh, it's, it's just too much.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] I know, I couldn't crank it.
[AGENT][NEGATIVE] My father went dead. I, and I got the key out, unlocked the door, but there's no place to put it in the ignition to turn it on. I couldn't drink it.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right, you gotta, you gotta find out where you're sitting at. You gotta sit in a certain place for the corner store.
[AGENT][NEGATIVE] It's like mm mm too much. We have gotten so complicated.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes we did.
[AGENT][NEUTRAL] Well, I do see that you have created your account.
[CUSTOMER][NEUTRAL] Yo.
[AGENT][NEUTRAL] Online so.
[CUSTOMER][NEUTRAL] Yes. Do you see my um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One question, I'm sorry for cutting you off. Do you see my, I, I, I was having problems with my banking for my um.
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] For my direct deposit. Did it go through?
[AGENT][NEUTRAL] I do see that your direct deposit is activated.
[CUSTOMER][NEUTRAL] It should be uh
[CUSTOMER][NEUTRAL] OK, OK, that's because it, I don't know if the phone did just the land because I pulled on the side of the road and done it. I'm driving right now. That's what made me, um, call and ask you, can you, are you able to file it for me for me and my daughters.
[AGENT][NEUTRAL] Uh, yes, yes, so what you'll need to do is when you log in.
[AGENT][NEUTRAL] There'll be an option to file a wellness claim and you'll just click on that button and answer the questions. There's 4 questions that you'll answer for your wellness claim and then hit submit.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll sign it and submit it.
[CUSTOMER][NEUTRAL] OK, and that's for me and my daughter? Hold on, let me see.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I'm, I'm pulling over. Hold on now. Oh.
[AGENT][NEUTRAL] Now I would say that sometimes it does work better on a laptop or desktop so if you're having trouble on your phone, if you've got a laptop or well you don't have a desktop with you on the road, but if you have a laptop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, no, no, no, no.
[CUSTOMER][NEUTRAL] No, I'll be, I, I have one of those if I had the cyber truck.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't have a type, so claim forms. OK, OK, so I'm on here and they say claims and forms.
[AGENT][NEUTRAL] Do you see where it says under under your um coverage there's two options you can upload documents for claim or then to the right it says need to file a claim for wellness.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hold on, I'm looking. I just had to.
[CUSTOMER][NEUTRAL] OK, so, OK, I see my claim.
[CUSTOMER][NEUTRAL] All right, so you see it on the.
[CUSTOMER][NEUTRAL] Now what I'm looking for, I see everything now. I'm sorry I had to get to it.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] So when I'm uh upload documents need to file awareness claim. OK, click there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I just clicked it's loading now.
[CUSTOMER][POSITIVE] Thank you for helping me.
[AGENT][POSITIVE] Oh, it's my pleasure. From one classic to another.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. OK, who are you calling for?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So who, who are you filing this claim for?
[CUSTOMER][NEUTRAL] How do I pick all of them, all three of us, all 3 of us.
[AGENT][NEUTRAL] You'll have, you'll have to do it individually because it's gonna be for a different person. So for your claim, you're just gonna choose self.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then next
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][POSITIVE] And you just take your time.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, that's playing so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To change you. OK, what date was it? OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, what is the contact file for?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Let me look at my phone right quick.
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Don't come, ma'am. I'm sorry.
[AGENT][NEUTRAL] No, please take your time and if we'll go ahead and, and then I'm gonna check and make sure yours is uploaded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK continue.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just got it now.
[AGENT][NEUTRAL] All right, let me check.
[AGENT][NEUTRAL] It may take a minute for me to see it, but let's.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And did you get a notification that it was uploaded successfully?
[CUSTOMER][NEUTRAL] Uh, let me check my email.
[CUSTOMER][NEGATIVE] Oh, shucks.
[CUSTOMER][NEGATIVE] Uh, I don't have the app. I don't want to close out.
[AGENT][NEUTRAL] Uh, no, no, that's fine.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you confirmed it and signed it and submitted it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh no, that's why I had to go down. Sorry.
[AGENT][POSITIVE] No problem. See, that's why I'm here to make sure you, we get it done.
[CUSTOMER][NEUTRAL] So I, it's not letting me sign with my finger.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, it's not letting me sign on my thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Not good. Let me see something.
[CUSTOMER][NEUTRAL] Nope, not letting me sign on my.
[AGENT][NEUTRAL] OK, hang on.
[CUSTOMER][NEUTRAL] And if I just do, it's just making a scripper scratch.
[AGENT][NEUTRAL] Can you type in your name?
[CUSTOMER][NEUTRAL] OK, they say, they're saying, let me see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] She's so
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Nope, they're saying
[CUSTOMER][NEUTRAL] Please sign below using your mouse.
[CUSTOMER][NEUTRAL] Yeah I don't have a mouse.
[CUSTOMER][NEUTRAL] And if I press on it, press and hold.
[CUSTOMER][NEUTRAL] So I press and hold the box.
[CUSTOMER][NEGATIVE] It's not um.
[CUSTOMER][NEUTRAL] It's not pulling up the um.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] So maybe I
[CUSTOMER][NEUTRAL] Can't do it like this, that's weird though, but.
[CUSTOMER][NEUTRAL] It will not let.
[CUSTOMER][NEUTRAL] I guess I'm about to do it from home.
[AGENT][NEUTRAL] Let me check something real quick for you.
[CUSTOMER][NEUTRAL] So that's the only thing I need to do is just um sign.
[AGENT][NEUTRAL] I'm asking if there's another option.
[AGENT][NEUTRAL] I'm just seeing if there's any other options so we can go ahead and get that done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if I get an answer for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Got somebody typing, so.
[AGENT][NEUTRAL] It may require that mouse, but I know you'd like to go ahead and get them taken care of. Are you, have you got a couple of days before you get back home?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yeah, I'm, I could, I could, I might have just try to do it. I don't wanna hold you and be, you know, hold the next person that's trying to get in touch, you know, get through to you.
[CUSTOMER][NEUTRAL] I might have to just do it at home, um.
[AGENT][NEUTRAL] Maybe.
[AGENT][NEUTRAL] Let me check, let me see what she's saying. Hang on just, let me just get this one answer back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it can't be done on the phone for signing electronically. It would have to be on a laptop or desktop.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Or you can download.
[CUSTOMER][NEUTRAL] OK. Ah.
[AGENT][NEUTRAL] Um, but
[AGENT][POSITIVE] Yeah, I would, I would, when you get home, but you see how simple it is.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes ma'am, um,
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] I got to see uh.
[CUSTOMER][NEUTRAL] So, oh, OK, I'll just type in the email that y'all have have that I have for y'all. OK, so let me ask you this, um, while I have you, uh, what is the amount of, uh, the awareness, um, once I do all three, how much would I be receiving?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] For me and my kids.
[AGENT][NEUTRAL] Let's see. Give me just a second cause that'll take me a second to get off.
[AGENT][POSITIVE] This benefits.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh let's see here. So on your.
[AGENT][NEUTRAL] I've got to pull up the benefits, so just bear with me.
[AGENT][NEUTRAL] Because that would go through on your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Accident policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you know, anytime you want to view your policy benefits, you can click on the policy numbers.
[AGENT][NEUTRAL] Uh, for each policy and it'll download your documents and you can do what's covered under each plan. That's just if you're ever sitting around going, I wonder what this is covered, you know.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right, right, and I was supposed to have my wife on there, bro, when I found out they said she wasn't know and I, I know when I signed up with the policy, I told them to put my wife under, you know, under the same things for breast cancer and and all those type of um insurances.
[CUSTOMER][NEGATIVE] But uh they didn't, they didn't have all that and that, that kind of, you know, it kind of rubbed me the wrong way because now I have to wait till, wait till uh the end of this year to enroll my wife, you know, I pray to [PII] nothing happened.
[AGENT][NEUTRAL] Well, did they
[AGENT][NEUTRAL] Yeah, did you ask them to add her with the Universal Trucking Benefits department?
[CUSTOMER][NEUTRAL] Yeah, they told me they could, they, um, yeah, they told me that they couldn't do it. They don't have no more enrollments until the [PII].
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Through my company I guess, yeah, so.
[AGENT][POSITIVE] Yeah. I am sorry about that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] So your accident policy pays $50 per person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Checking your indemnity policy. I see if there's a wellness on there.
[AGENT][NEUTRAL] Your indemnity policy does not provide a wellness. Let me check your
[AGENT][NEUTRAL] Cancer and critical illness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you have a health screening benefit on your
[AGENT][NEUTRAL] Critical illness policy of $50 per person.
[CUSTOMER][NEUTRAL] OK, for each person? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oops, I done that one.
[CUSTOMER][NEUTRAL] So that's uh that's $100 per person, so.
[AGENT][NEUTRAL] $100 so far. Hey, you're working on that card, aren't that car, aren't you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I might definitely can't get the call once my wife find out. I ain't she not on there.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see about this one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And on your credit, uh, cancer policy it is $50 per person.
[CUSTOMER][NEUTRAL] So that'll be 150 per person.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am, and that'll all come direct deposit, right?
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] That's right. Now, it, some of those, um,
[AGENT][NEUTRAL] Like on your cancer policy, I believe that that is only covers cancer screenings.
[AGENT][NEUTRAL] Not just like routine help. So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would, um, when you get on that laptop, just click on those policies and see what's covered under your uh screenings.
[CUSTOMER][NEUTRAL] OK. That's new.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It'll be in your policy.
[CUSTOMER][NEUTRAL] OK, so that's new because I remember the, the uh formal um.
[CUSTOMER][NEGATIVE] Insurance company I was with, um, they didn't do that.
[CUSTOMER][NEUTRAL] You know, because whenever, whenever we done blood work and all that, they, um, pretty much, uh, you know, put everything together, so but you know, every, every company is different.
[AGENT][NEUTRAL] Right, and you know, just check your policy to to see if it's covered or when we process the claim, they'll, what's gonna happen is, and you can go back online to check it if you sign up for the text messaging services for claims, you'll be notified by text that the claim, a claim was processed. Now when you log into your portal, it may take up to 24 hours to be able to view it because it has to go through processing overnight.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] But you will get a text once it's processed and you can click on the claim number when it's available online.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To view the claim decision.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But the other two, the other two, that I have the awareness with, they definitely, um,
[CUSTOMER][NEUTRAL] Those though, what you say just the one with the cancer is the one that might.
[CUSTOMER][NEGATIVE] Need the the cancel the screen.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. And just be sure to, you know, check those screening benefits.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And, um, to see exactly what's covered, not a problem.
[CUSTOMER][NEUTRAL] OK, so listen, when um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have to do it online on a laptop, so what do I just put in [PII] uh.
[CUSTOMER][NEUTRAL] [PII] claims forms.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you would just go to [PII] and log in because you have your active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Account
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And you just log in there.
[AGENT][POSITIVE] And it will take you to your dashboard. Mr. [PII], it has been such a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it. I appreciate you so much. Thank you.
[AGENT][POSITIVE] My pleasure. You stay safe out there on the road and call us if you need anything, OK?
[CUSTOMER][POSITIVE] Yes ma'am, you have a blessed weekend.
[AGENT][POSITIVE] You too, Mr. [PII]. Thank you for calling APL. Enjoy those finals.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] That now.
[AGENT][NEUTRAL] Mhm