AccountId: 011433970860
ContactId: 6a6bb80f-8f47-4074-a29b-fb9132ccf52b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1409829 ms
Total Talk Time (AGENT): 525716 ms
Total Talk Time (CUSTOMER): 651172 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6a6bb80f-8f47-4074-a29b-fb9132ccf52b_20250214T22:29_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. My name is [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have a policy with you.
[AGENT][NEUTRAL] OK, do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] What other information?
[CUSTOMER][NEUTRAL] No, I don't. That's why I'm calling.
[AGENT][NEUTRAL] Policy.
[AGENT][NEUTRAL] OK um may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh smart. [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] Yes, because it's really frustrating to start all over with a new one.
[CUSTOMER][NEUTRAL] So, here are the things that I, I need is the policy number.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the amount, the amount, the cost of the insurance.
[CUSTOMER][NEUTRAL] Um, date when the money is taken up, because I'm changing banks.
[CUSTOMER][NEUTRAL] And then um contact number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Contact
[CUSTOMER][NEUTRAL] If you have a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, if, if you have a routing number and account number, APL automatically withdraws it from my checking account.
[CUSTOMER][NEUTRAL] But since I'm changing bank, I have to to change all of this.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] But I'll do it online.
[AGENT][NEUTRAL] So you will do it online, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, you might add this to your memory, just in case I forget, cause I'm forgetful now, if
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want a copy of my policy.
[CUSTOMER][NEUTRAL] Cause I've asked for it.
[CUSTOMER][NEGATIVE] And nothing has ever arrived. I was, I received one.
[CUSTOMER][NEUTRAL] But it was um
[CUSTOMER][NEUTRAL] It was, let me see what this is.
[CUSTOMER][NEGATIVE] Policy owner's request for policy change. I was, I'm not wanting.
[CUSTOMER][NEUTRAL] For my policy to change, I just want, wanted, you know, specific information about it so I can have it on file just in case something happens to me, my husband will know what to do.
[AGENT][NEUTRAL] OK. All right. And um may I have the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII], let me see. [PII].
[AGENT][NEUTRAL] OK, let me see if I can find you with the name. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your um mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so you need the policy number. Let me go ahead and give that to you. Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Policy number is 00.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 74
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00
[AGENT][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna put all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All numbers, so I would not mistake that 00400 all numbers, OK?
[AGENT][NEUTRAL] Mm. OK. Um, it looks like your premium is $17.36.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, 17.
[CUSTOMER][NEUTRAL] Dollars 36 cents, OK. And when is it taken out?
[AGENT][NEUTRAL] Mhm. And it's drafted the [PII] of each month, so the end of the month.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Month, OK.
[AGENT][NEUTRAL] OK, for the uh draft information, if you need to change the bank and the policy number, uh we have a form that you need to fill out. Either I can send that to you or you can do it online, whichever is easier for you.
[CUSTOMER][NEUTRAL] OK. Um, no, I'm not, I'm not changing the policy number because there's no reason for me to, I'm just changing banks.
[AGENT][MIXED] OK, but you're changing the whole bank.
[CUSTOMER][NEUTRAL] Do you, uh,
[CUSTOMER][NEUTRAL] Yes, the, the bank where our bills are paid, I'm moving to another bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so in this case, um, you need to fill out a draft form, um, either I can send it to you by mail or you can get it through our website or you can um if you.
[CUSTOMER][NEUTRAL] OK, what would that address be?
[AGENT][NEUTRAL] The website
[CUSTOMER][NEUTRAL] Though your website.
[AGENT][NEUTRAL] Am public, like in the morning AM.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Oh, public, the whole world?
[AGENT][NEUTRAL] [PII]. Yes, public the whole world, mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Can I do all of the changing on it?
[AGENT][NEUTRAL] The draft information to change, yes, um, that's how you're gonna change it. That's the only way to change it is by um filling out that form and sending the form back to us, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have um um account number and a routing number?
[AGENT][NEUTRAL] No, uh, are you gonna try to do it from your bank or you want us to go ahead and initiate the draft? Are you trying for your bank to pay us directly or you're trying for us to just take it out of your bank? Which one would you like to do?
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] Well, the, the existing one that's going on for many years is it's an automatic withdrawal.
[AGENT][NEUTRAL] Mhm. It's a giraffe.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a draft from my account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To pay my American public life, um, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Amount monthly amount that I need to pay.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now you want to change that and have the bank just pay us directly?
[CUSTOMER][NEUTRAL] No, what I'm gonna do is, is, um, go to another bank. That's why I'm asking all this information from you right now. So instead of
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Getting the money.
[CUSTOMER][NEUTRAL] Out from the same bank you've always been getting it out, it will be another bank.
[CUSTOMER][NEUTRAL] But the same method, automatic withdrawal.
[AGENT][NEUTRAL] OK, so if, if.
[CUSTOMER][NEUTRAL] That it that, do you follow that?
[AGENT][NEUTRAL] Mhm, yes, if we're gonna initiate the draft the same thing we've been doing but it's a different bank, um, you need to just fill out that form and send it back to us. You're not gonna need our routing number or account number because we are the ones who's gonna initiate the draft like we've been doing in the past.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But, but
[CUSTOMER][NEUTRAL] Will you be able to give me the routing number anyway and the account number?
[AGENT][NEUTRAL] I can, um, but yeah, OK, just, um, but you need to let me know so I can cancel this draft if you, um, do you want me to cancel this draft right now?
[CUSTOMER][NEUTRAL] Um, um, just hang on just a minute, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] Oh, this is what I, OK. When I go to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will I be able to, what I'm wanting to do is be able to know what the answers are of what they're asking. That's why I'm asking you all these questions.
[CUSTOMER][NEUTRAL] That is my goal is.
[CUSTOMER][NEUTRAL] is to fill out the form and me knowing the answer to the question.
[CUSTOMER][NEUTRAL] Follow me.
[AGENT][NEUTRAL] OK. Yeah, I, I understand.
[CUSTOMER][NEUTRAL] Like, we will, we will.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Go ahead, go ahead, honey. I'm sorry if I'm confusing.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] No, no, no, it's OK. I understand you're trying to get our information, um, but that's why I was asking, do you want us to continue doing what we're doing just with your new bank, or you want us to cancel what we're doing and you're gonna do it through your bank? Because that's two different things.
[CUSTOMER][NEUTRAL] OK, and what was the first one?
[AGENT][NEUTRAL] The first one is we're gonna continue drafting your account, just the new account instead of the old one.
[CUSTOMER][NEUTRAL] The first story
[CUSTOMER][POSITIVE] Yes, yes, that's what I'm doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if that's what you're wanting, if if that's what you're wanting, you just need the claim form, you need to fill that claim form and send it back to us. That's all you need to do if that's what you're wanting.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Claim form
[CUSTOMER][NEUTRAL] And that will be coming from you, or I can, I can find that in the
[CUSTOMER][NEUTRAL] In the web.
[AGENT][NEUTRAL] In the website. You go to [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And and there's gonna be a link where it says claims and forms, you're gonna click on that.
[CUSTOMER][NEUTRAL] Claim and forms. OK.
[AGENT][NEUTRAL] Mhm. And then you're gonna go ahead and click on EFT form, electronic funds transfer form.
[CUSTOMER][NEUTRAL] Electronic funds transfer.
[CUSTOMER][NEUTRAL] Funds transfer form E F T F
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] OK, 44 letters E F T F. OK. Um all right.
[AGENT][NEUTRAL] EFT. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that's all you need to do is just fill that out and send it back to us and we'll go ahead and set this up the same way that you have it now just with your new banking institution information, OK?
[CUSTOMER][POSITIVE] Yeah, yeah, that's what I'm, that's what I'm wanting, um.
[AGENT][NEUTRAL] OK, so that's what you want it. OK.
[CUSTOMER][NEUTRAL] Yeah, um, yeah, keep it all the same, but on a different, with a different bank.
[AGENT][NEUTRAL] Bank, got you, yes, so all you need to do is fill that form out, OK? So you will go to the website, you will go to claim some forms, you will look for the electronic funds transfer form, you'll fill that out and send it back to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me uh like this electronic.
[CUSTOMER][POSITIVE] Fun.
[CUSTOMER][NEUTRAL] Transfer.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I am really, I cannot even say I'm vague, but I really don't know what I'm paying for with American public life. In my thought, I was, we were, we were paying for an insurance for our son.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, when I called back in October, no, it's not for our son, it's for, it's for us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is this policy about?
[AGENT][NEUTRAL] OK, let me give you that information. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm waiting on the documents so I can give you your benefits, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and if you don't mind, since you already have it pulled up, if you can mail it to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, I have that, um.
[CUSTOMER][NEUTRAL] Along with the policy policy itself.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] All right, and I'm waiting on the documents. It looks like it's a large file, so it's gonna be a minute.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah, um, for the meantime, can you give me the contact number?
[AGENT][NEUTRAL] Uh, the contact number is, is the same number you just dialed, the [PII].
[CUSTOMER][NEUTRAL] Uh-huh, so I don't do the extension [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what was on the letter. I wasn't sure about that. OK. OK. Um, OK, let me see, that's the complete name of the life insurance. OK. I have the complete name, American Public Life.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Date when the money is taken out.
[CUSTOMER][NEUTRAL] A [PII] of each month, amount 1736.
[CUSTOMER][NEUTRAL] Uh, policy number, I have that. I have the website.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Right we are.
[AGENT][NEUTRAL] OK, so you have a heart disease, heart attack, and stroke policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] What was the 2nd 1?
[AGENT][NEUTRAL] Heart attack?
[CUSTOMER][NEUTRAL] Heart attack?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. And the 3rd 1?
[AGENT][NEUTRAL] Stroke policy.
[CUSTOMER][NEGATIVE] Stop.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I have this only on me or me and my husband?
[AGENT][NEUTRAL] This is only for yourself. This is an individual policy.
[CUSTOMER][NEUTRAL] OK. And um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so with the hard policy have each have each each individual policy number?
[AGENT][NEUTRAL] Um, that's an individual policy. So the policy number is the same one, the same I gave you, the 740062.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] But it's only for yourself. It, it, it doesn't have your husband listed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, um, just an overview.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] The coverage, can you tell me that just an overview because I have, I cannot remember.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Let me check and see exactly because it has like surgery benefits um and daily hospital confinement like if you're hospitalized, we pay $100 daily. Um, but you also have benefits for surgery if like they have to do um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so if they have to have a coronary artery bypass, um, if it's a single, um, it pays 2800, if it's a triple, it pays 3200, um.
[CUSTOMER][NEUTRAL] OK. You're, you're going to be mailing me each policy, aren't you?
[AGENT][NEUTRAL] It has, yeah.
[AGENT][POSITIVE] Yes, I'll send you the copy of the policy, so you know exactly what it covers and how to use the policy. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, so, so that will be, I can read that on that, on that, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the policy that you're going to, uh-huh, OK.
[AGENT][POSITIVE] On the documents. Yes. Correct, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty. Um, I wonder why it's so cheap.
[AGENT][NEUTRAL] Um, it, it
[CUSTOMER][NEUTRAL] Because I got it a long time ago.
[AGENT][NEUTRAL] Mhm. Yes, and that's one of the reasons you got out a long time ago and, and that's uh why um it's the amount that it is, it never goes up, um, and then it's just for a heart attack and stroke, so it doesn't have any other benefits that is not related to the heart attack or stroke.
[AGENT][NEUTRAL] So it will only pay if it's a heart disease, heart attack, or stroke only.
[CUSTOMER][NEUTRAL] Uh-huh. But
[CUSTOMER][NEUTRAL] Yeah, well, that's planning.
[AGENT][NEUTRAL] Mhm. Yeah. Mhm. Yes.
[CUSTOMER][NEUTRAL] You know, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the claim forms is going to be [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And then go to claims and forms and then EFTS.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And that's something it's been a long time ago. I cannot remember what I have. I, but I just keep on paying.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so you never know if you need to use them, mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, yes. Um, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's taken out on the [PII]. I have the contact number.
[CUSTOMER][NEUTRAL] Amount of the insurance.
[CUSTOMER][NEUTRAL] The amount of the insurance is, so there, there is no figure as to for heart, this is the figure for stroke, this is the figure.
[CUSTOMER][NEUTRAL] There's no figure.
[AGENT][NEUTRAL] Yeah, that is
[AGENT][NEUTRAL] Uh, when you say figure, you're talking about the premium?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, yes, the premium.
[AGENT][NEUTRAL] Yeah, it's the same premium. It, it, it covers all three, but it's the same premium. It's the $17 and um 1735.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] All right. And um
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] Did I ask you this already? What is your routing number and account number?
[AGENT][NEUTRAL] Um, yes, you did, um, and I was mentioning if you need to have the account drafted like we're doing in the past, you don't need that information, we just need the form.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I think, I think that um
[CUSTOMER][NEUTRAL] Um, I think that's all of it. So, on that form, how can you identify that it's mine through the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Mhm, um.
[CUSTOMER][NEUTRAL] Can, can, um, can I do this online?
[AGENT][NEUTRAL] And you will have to register online if you want to do it online you have to register through through our account. So um you will have to go in um to the same website but click on sign in and then you have to create an account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then take it from there, right?
[AGENT][NEUTRAL] Yes, if you want to do it online, mhm, yes, you will register online and then it's gonna let you go into your account and it's gonna ask you if you want to set up direct deposit and you can go ahead and click on that, um, set up a draft and you can click on that, OK.
[CUSTOMER][NEUTRAL] From the sign in
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Very good.
[CUSTOMER][NEUTRAL] OK, I think I have all of it.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] Honey, you have been.
[CUSTOMER][POSITIVE] You have been so sweet. Please tell your mother or father that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] A lady that I helped was a [PII] lady, and I think I really did a good job because you did.
[AGENT][POSITIVE] Oh, thank you so much.
[CUSTOMER][POSITIVE] Yes, you know, that means a lot too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As the elderly, you know, because a lot of the younger ones are so impatient, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Yes, I understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, and you were so patient.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, you're welcome.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh-huh. So if I register and sign in and make an account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then I can do it.
[CUSTOMER][NEGATIVE] By myself, I won't be doing some somebody's gonna be helping me.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah and if you have any questions like at the time that you're ready to do it and you're having troubles or you have any questions, you can call us and we can help you.
[AGENT][NEUTRAL] To get it set up, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so, so, so, so much.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. You have a good weekend, OK?
[CUSTOMER][POSITIVE] You too, you too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][POSITIVE] Thank you, you too.