AccountId: 011433970860
ContactId: 6580efdc-1b30-4390-90c8-22613afe2b56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1926219 ms
Total Talk Time (AGENT): 706170 ms
Total Talk Time (CUSTOMER): 588265 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/6580efdc-1b30-4390-90c8-22613afe2b56_20250617T15:07_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I was just gonna check on the status of a claim and it may just be the new interface and how it looks and, and I maybe just need to wait. It was a claim I filed back at the beginning of June and I noticed in going through uh the website that it just says undefined and I was wondering if the undefined how things show up if they're still.
[CUSTOMER][NEGATIVE] Being processed or undefined might mean that I didn't submit everything I needed to.
[AGENT][NEUTRAL] Honestly, I'm not sure on that. So you're the insured and you filed the claim, but you're trying to check the claim status. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Uh-huh.
[AGENT][NEUTRAL] OK. Yes, so I can help you with that. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][POSITIVE] Thank you. And Mr. [PII], what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your policy number, please?
[CUSTOMER][NEUTRAL] Uh, just one second, let's see here.
[CUSTOMER][NEUTRAL] 1,386,480
[AGENT][POSITIVE] OK, Mr. [PII], thank you. Give me a couple of moments please to get your information pulled up.
[CUSTOMER][POSITIVE] Sure, thank you for your help.
[AGENT][POSITIVE] Uh, you're very welcome.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will have to verify several things with you first for security and also any information that's provided will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one you gave me, so that is the best contact number for you that we should have, is that correct?
[CUSTOMER][POSITIVE] Thank you for double checking.
[AGENT][NEUTRAL] Uh huh, that is correct that I mean that's the one we need to have on file, is that right?
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK, and lastly your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, what is it, do you have a the data service, Mr. [PII]?
[AGENT][NEUTRAL] That you're trying to check status on, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] I'm sorry, what is the date of service?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh that's the date that's the date I filed the claim?
[AGENT][NEUTRAL] Well, when's, OK. All right. So I can see now, so that's the date. Did you upload it into your portal? Is that what you did, Mr. [PII]?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh and it actually I don't know if this.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But it it was a prior claim where they said they needed more information.
[AGENT][NEUTRAL] OK, so as far as I can see in our system that we did receive an upload on [PII], and that is still in line for review. That has not been processed. So with the new portal, that wording that you see, that may be how it's, how it's showing, but we did receive your information.
[CUSTOMER][NEUTRAL] OK, so undefined doesn't mean anything.
[CUSTOMER][NEUTRAL] In particular is is the problem like I, I just wondered if I had done something wrong and uploading it to you because I, I don't remember ever seeing that on the fire claims.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right. And it may, and you have set up your new have you set up your new portal?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I mean like are you able, OK, are you able to log in now like you used to?
[CUSTOMER][NEUTRAL] I don't know that I I've used it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I am, it just looks everything looks different, but I, I can log in. I had to go through a series of steps to be able to to get to log in and I've been I've done that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that was, and that's what I'm just trying to verify. So when that series of steps, you would have um gotten a couple of different like security codes, emailed to you that you had to go back and enter and create a new password and all of that. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's part of my concern in calling today this is the first time I've sent in a claim with the new.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] With the new portal and it, yeah.
[CUSTOMER][NEUTRAL] And I, I
[CUSTOMER][NEUTRAL] Everything correctly and setting it up or not just because I I don't remember ever receiving um seeing a message like that.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so again, that may be just part of the new because I can see you, you said you uploaded that information on [PII], and I can see that we did receive an upload on [PII], and that is in line for review at that this time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you very much then I just wanted to follow if there if there are any problems with get in touch with me though, right? they'll let me know like uh.
[AGENT][NEUTRAL] Yes sir, because you've opted in I believe you had opted in for text notification alerts. So once the claim has been processed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You should receive that text notification alert, Mr. [PII]. Now, you may not be able to log in at that moment. Oh no, you actually, it shows that you're not opted in and you put it in there.
[CUSTOMER][NEUTRAL] Mm, I've, I've actually put in my
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] My phone number, it's like every single time I log in it asked me for my phone number that I want to receive text messages at and I think I've done that at least 3 times already.
[AGENT][NEUTRAL] Well, that may be your security that it's wanting to send you. Are you having to use this, yeah, to send you a security code. Now, I can email you or have you already received the new user guide for the new portal?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, I did receive the new user guide. thank you for checking.
[AGENT][NEUTRAL] OK, you're welcome. So yes, that in there should give you some information regarding uh opting in.
[AGENT][NEUTRAL] In the new portal for text alerts because on my end it still looks like I mean I can see you have direct deposit information but it doesn't look like you're going to be receiving text.
[CUSTOMER][NEUTRAL] Alright, uh, that's interesting because it's, um, every time I log in and it isn't like verifying it's like asking me do you want to receive text?
[CUSTOMER][NEUTRAL] And so each time I say yeah.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Says what what's the number you wanna.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, but, um.
[AGENT][NEUTRAL] OK, well then that maybe that's again because it's so new I'm just looking at, you know, my user guide that I have to go by if it's asking you that then maybe that's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is part of the new
[AGENT][NEUTRAL] Process
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me ask if anyone else has come across this. So you're saying every time it logs in, you log in, it's asking you this about do you want to receive text? OK, so just a moment. Do you have a minute, Mr. [PII], that I can ask if anyone else has had this question come up?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I do thank you for checking with me and checking on this. I appreciate it.
[AGENT][NEUTRAL] OK. Well, you're welcome. So just one moment, please.
[AGENT][NEUTRAL] OK, so tell me again, Mr. So, so I can make sure that I get this correct, that every time you log in to the new portal.
[AGENT][NEUTRAL] It asks for a phone number. Is that correct?
[AGENT][NEUTRAL] Can you tell me again
[CUSTOMER][NEUTRAL] It adds, it's.
[CUSTOMER][NEUTRAL] Do it says do you want to be notified.
[CUSTOMER][NEUTRAL] Of update something to that nature by text.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And then each time.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And then the next time I log in it asked me again and put in my number and the next time and I, I've done that at least 3 times so far.
[AGENT][NEUTRAL] OK, so he, you're, it's asking you if you want to be updated via text and for your phone number, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just send a text to you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you were entering that information correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] All right. Thank you for your patience while I ask if anyone else has had this come up because with the new portal like a roll out with any new thing, there's always little quirks and, and everything, so.
[AGENT][NEUTRAL] I don't know, um.
[AGENT][NEUTRAL] I don't know if anyone else has had this come up.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] But again, thank you very much for your patience and me checking on that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm just waiting on a, on a response. Um,
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] And Mr. [PII], it may be instead of me holding you up because uh I can't.
[AGENT][NEUTRAL] Uh, I haven't gotten a response yet.
[AGENT][NEUTRAL] To see if anyone else has had this issue come up. But I just asking, you know, because it, it's kind of confusing for me because I can see.
[CUSTOMER][NEUTRAL] That's OK. I tell you what it.
[AGENT][NEUTRAL] I can see your claim information uploaded that question though about it texting, you know, asking if you wanna opt in for text, you're saying yes and entering your phone number, but in one part of my system, it doesn't look like you've opted in. So, and that's not something that I can remove or change, I don't think. Let's see. I think that's.
[AGENT][NEUTRAL] Yeah, I can't. Yeah, that's not something I can change. So, um, if you would like when I can get a response on this, I will be happy to try and call you back if that would be OK to let you, um, well, mm, just a moment let me see if maybe this is what I was waiting on.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] No, sir, that wasn't like, that wasn't my, um, no, I have still haven't gotten a response. So would you like for me to call you back if I can get a an answer on this?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You can call or text or email whatever is most convenient for you.
[AGENT][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] And it's, it's, it's really not um any that part of my call is it wasn't the the the important part of the call is I just wanna make sure that I had done everything correctly and trying to share the claim I I shared that other thing just to sort of an informational thing for you all, um.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Important if if it's not showing up in the system even after I've requested a few times but I'm, I'm not particularly um.
[CUSTOMER][POSITIVE] Worried or concerned about that although if you do wanna email, text or call me and just let me know how things turn out, that's great too. Thank you very much for all your time and help today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely, you're welcome. Like I said, because any glitch, if you've opted in for text notification alerts, we, uh, you know, we want you to receive those. So if that is something that they need to look into and again, you know, I guess we can try on this test it once this one's been reviewed, which that should be very soon, um.
[AGENT][NEUTRAL] To see if you do indeed receive the text alert.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That would be great cause
[CUSTOMER][NEUTRAL] Previously I did get text alerts um before the new system and it was at least sort of helpful in terms of knowing that you all received.
[CUSTOMER][NEGATIVE] A claim and that it was being worked on like I, I would even say that today I wouldn't have bothered you at all if I had received a text alert telling me that they had received that claim but since I hadn't gotten a text alert like that and since I went back in to check in the system today and then it asked me again for the phone number again today and then I looked saw that it was undefined. That's why I was calling just to see wrong or different.
[AGENT][NEUTRAL] Yeah let me um so if you can give me just another couple of minutes because I'm having trouble now pulling up what I see is showing in line so I want to see if I can get someone else to see if they can access that if not.
[AGENT][NEGATIVE] Because I don't know why I can't. It's telling me no documents are there, but it has.
[AGENT][NEUTRAL] It has a number show.
[CUSTOMER][NEUTRAL] Well, and see that's what I was.
[CUSTOMER][NEUTRAL] Is if there was some issue because I've never ever seen on any prior claim the undefined and that's why I was wondering and and I also wondered if undefined could mean something to do with the fact that what I sent them they told me that on a prior claim that I needed to provide like the the diagnostic test results. I didn't.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I, I gave them the EOB and I gave them the doctor's charge, but I didn't, and I didn't know that I, I didn't actually give them the results of the cancer, um, the cancer studies.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] So it's just a missing.
[AGENT][NEUTRAL] OK, so you were just uploading a missing piece of information on another or on a claim that we had started to review.
[CUSTOMER][NEUTRAL] And so I said that.
[CUSTOMER][NEUTRAL] Right, but I didn't know how to properly, like I, I didn't know how to do that except to, I, I guess like I, I think I created other claim even though I didn't know how update a pro.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what's, so that's correct. No, you're, yeah, no, you did that correct. There's not a way to tie missing information to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Another claim number already assigned, so you did that part right, Mr. [PII] and once the examiner goes to review it, they will say oh OK well this is the missing whatever for this data service that we were needing and our system ties it together so you do you just upload just like you're uploading a new claim each time that that is correct. What I wanna check on is to see if anyone else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Can see the information um.
[AGENT][NEUTRAL] That you uploaded because for whatever reason I cannot.
[AGENT][NEUTRAL] Can you hold one more second on that Mr. [PII], and let me check, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The whole thing that I that that that is a more pressing question to me because that's why I wondered that unusual that it was undefined if that meant something about the receiving it.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right. OK, so let's see, 1 2nd.
[CUSTOMER][POSITIVE] I can go I can.
[AGENT][NEUTRAL] So I have someone looking.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Ah, you're welcome.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Mr. [PII], so one of my, one of my team members, she tried to see if she could see that document as well, and she cannot.
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] She doesn't see it either, just like I wasn't able to see it. So are you able to upload that again?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For us
[CUSTOMER][NEUTRAL] I can certainly
[CUSTOMER][NEUTRAL] Do that, um, I wonder if there's anything it was just one PDF file.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It um.
[CUSTOMER][NEUTRAL] Like it was just like all the other claims.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If uh if I did that right now, could you tell me if you, if you get it?
[AGENT][NEUTRAL] Sure. Yeah, uh-huh, I can.
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Sure, I mean, cause I want you to make sure and, yes, um.
[CUSTOMER][NEUTRAL] Let me try to do that right now.
[AGENT][POSITIVE] Yeah, because I do want us to make sure with the new portal and just everything that we're getting.
[CUSTOMER][NEUTRAL] Well, and, and I will say this, this is my first time to ever do one with the new portal so I'm wondering if maybe I did something wrong or incorrectly, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Like I'm going in there select the claim traditional claim, it tells me what I need in terms of the policy information supporting documents.
[CUSTOMER][NEUTRAL] And then I feel like actually this part seems very familiar and similar to before it has me pick my name it has me pick my coverage type and then it has me.
[CUSTOMER][NEUTRAL] Um, upload the file, so let me go.
[CUSTOMER][NEUTRAL] Get the file. Let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, I'm trying to remember now because I've got.
[CUSTOMER][NEUTRAL] Oh, let's see which one was this one? Oh, there it is.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let's see. So I put that in there.
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][NEUTRAL] Submit.
[CUSTOMER][NEUTRAL] Uh, it should be.
[CUSTOMER][NEUTRAL] But you know what, and I remember this too when I submitted it, and it's not a an especially big like it.
[AGENT][NEUTRAL] So where does it show? OK.
[AGENT][NEUTRAL] Well, first, let me.
[CUSTOMER][NEUTRAL] Like it's under 1 megabyte.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it's just spinning and it did this last time too where it's like the submit button has this little circle that's spinning and spinning and spinning and spinning um I don't remember that ever happening with.
[AGENT][NEUTRAL] OK, just bear with it.
[AGENT][NEUTRAL] OK, so some of the, some of the features are a little slower. Let me ask you one, let me ask you one question because we're, we're.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] There, OK, it does its claim successfully submitted and I did get that earlier after waiting a little bit too.
[CUSTOMER][NEUTRAL] Um, and it's giving me a confirmation number OSC 99565.
[AGENT][NEUTRAL] OK, so give me a second to refresh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My screen.
[AGENT][NEUTRAL] OK. I do see that, so give me just a second.
[AGENT][NEUTRAL] I can see that number, so, um, well, no, I don't wanna ask you any more questions at the moment because I'm getting too many things going.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, at once here. So one second so let me just look to.
[AGENT][NEUTRAL] See about this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So was this 10 pages?
[AGENT][NEUTRAL] Approximately, I mean, well, that's gonna include the cover for the OSC. So, OK, so that did come through. I can see that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We just received it and that is in line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will send, I'm still gonna see about this other email, I mean.
[AGENT][NEUTRAL] This other
[AGENT][NEUTRAL] Upload from the [PII].
[AGENT][NEUTRAL] Um, and I'll just check on, I mean, that's not necessarily anything I need to call you back for, but that is.
[AGENT][NEUTRAL] But we did get everything that you just uploaded. Now I do have one other question for you where were you exactly getting that message about undefined?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Where on your screen were you seeing that?
[CUSTOMER][NEUTRAL] It's when I go into
[CUSTOMER][NEUTRAL] It's where you go in to check your claim status.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It said instead of saying something about a claim number it just says undefined and I've never ever seen that on any of my earlier claims that I submitted but I think maybe there was a reason because like if you weren't able to read it then I think that's maybe why it was undefined although I will say if that's the case then it might be good to like somehow notify the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEGATIVE] The person that submitted it to let him know that it's undefined because I would not have known that it was undefined I would have continued to assume that it had been successfully submitted because I did exactly the same thing that we did today on [PII] and it gave me the same message that it was successfully submitted and so um nothing ever.
[AGENT][NEUTRAL] Right. And so, I don't know, I, mhm. So that mess that may have been some type of glitch. I don't know that it has been rectified. I'm not sure, but I, we are gonna look into that. But I most definitely, I've checked it and I can see your documents.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] From today. Yes, sir.
[AGENT][POSITIVE] So when I'm, I apologize about that.
[CUSTOMER][NEUTRAL] That's alright and and if you are able to change the um like 3 different times I put in the phone number to be notified by uh text if if you can get them to change that because it sounds like it's not actually reporting that request, then maybe it can it can just send me the updates that I used to receive to let me know about the status of it so.
[AGENT][NEUTRAL] Well, no, it's a different system. Yeah, it's a different system, so we're gonna have to check on that for you as well. I would just continue when it's asking for your number and do you want to receive them to say yes. And that is something that we will look into as well.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, hey, thank you for all your time I appreciate it.
[AGENT][NEUTRAL] For you. OK.
[AGENT][NEUTRAL] Well, oh, you're welcome, Mr. [PII]. So is there anything else at the moment that I can help you with?
[CUSTOMER][POSITIVE] No, that's everything. Thank you very much.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you you too. I sure appreciate it. Bye-bye.
[AGENT][POSITIVE] Thank you, sir. You're very welcome. Bye bye.