AccountId: 011433970860
ContactId: 6ef1772c-c6c5-4708-a533-d10fc917f93c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1741310 ms
Total Talk Time (AGENT): 577286 ms
Total Talk Time (CUSTOMER): 710360 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6ef1772c-c6c5-4708-a533-d10fc917f93c_20250211T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], it's [PII]. Good morning. How are you?
[AGENT][POSITIVE] Hey, good morning. Fine, how are you?
[CUSTOMER][NEUTRAL] I'm fine, but you probably won't be fine after this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 2458531
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So who's the participant on which participant?
[CUSTOMER][NEUTRAL] The participant is [PII]. She's definitely on the line. [PII] was.
[AGENT][NEUTRAL] So part is on protection one cause I don't see any claims under part one.
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEUTRAL] The claims are on part 2. The claims are under part 2.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let's see, and which claim is she calling in regards to?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][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 off the OSC is the last time when I tried to when they couldn't upload everything they were trying, I it.
[CUSTOMER][NEGATIVE] 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. I explained to her that all of that was processed under this one claim number and she just says we're wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see what what we got real quick. Give me a moment.
[CUSTOMER][POSITIVE] Yeah, you're fine. I'm sorry to start your day out this early with this.
[CUSTOMER][NEGATIVE] I mean, she's, she's she's difficult.
[CUSTOMER][NEUTRAL] And I have tried to be so nice to her, but she is.
[CUSTOMER][NEUTRAL] She's gonna interrupt you. She's gonna, yeah.
[AGENT][NEUTRAL] Let's see what she sent us. It looks like we denied it occupational therapy.
[CUSTOMER][NEUTRAL] And I had to email her that 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.
[AGENT][NEUTRAL] OK, so let me look and see what bill she sent us let's see.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEGATIVE] And she couldn't for whatever reason, it's hard, it, 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.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She demanded that I email it to her, but while she's, and I wasn't even gonna try to, you know,
[CUSTOMER][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.
[AGENT][NEUTRAL] So it looks like they're having, she had some type of behavioral treatment. However,
[CUSTOMER][POSITIVE] I think, I think the child is special needs from what I've gathered in previous conversations with her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she's saying the child didn't have any of that that we were saying that she had.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] An appeal.
[AGENT][NEUTRAL] Pull up one last thing real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cause I wanna get, get exactly what the policy wording is when it comes to uh the outpatient.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] 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.
[CUSTOMER][NEUTRAL] I mean, I believe that there's a specific section in the policy. I didn't even pull it up today, um.
[CUSTOMER][NEUTRAL] Cause if you, um,
[CUSTOMER][NEUTRAL] Yeah, if you look under the definition of physical therapy in her policy.
[CUSTOMER][NEUTRAL] On page 25 of 47.
[CUSTOMER][NEUTRAL] It clearly states what the definition of therapy is, but she is.
[AGENT][NEUTRAL] Right. Is she feeling that it's physical therapy?
[CUSTOMER][NEUTRAL] No, she's just saying I don't know what she say. She, I'm telling him you'll say, can you let me know how this call goes after you're done with her?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause she is, she's
[CUSTOMER][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].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, so there's someone on line with her. Is that what you were saying? I guess I didn't understand what you mean by that.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, [PII]'s assistant.
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][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
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's her, you know, feelings, so she, she did give us verbal authorization.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So they're both on the line.
[AGENT][NEUTRAL] OK, you can send her to.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you, thank you. Have a good day and let me know how this one goes. OK. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][POSITIVE] Yes, hi [PII], um, this is [PII] for. You're here on the line and I have, yes, and I have [PII] that is helping me talking, um, with you and have my permission to talk to you, um, on the line as well.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So you have some questions regarding a claim that was processed?
[CUSTOMER][NEUTRAL] She's gonna talk on my behalf. [PII], please go ahead. Uh, yeah, so we got, we have some questions, so, um, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We submitted one. The first claim that was processed approved everything was great, and then we submitted another, I want to say 3, that were submitted the exact same way, identical, and they were denied. um, and the reason that we're seeing on the form is it says, uh, uh occupational therapy and kinsology.
[CUSTOMER][NEGATIVE] are not covered, um, but that's not what was submitted. It was applied behavior analysis and one of them was already approved and paid out, so we're trying to figure out why the other three that were exactly the same were denied.
[AGENT][NEUTRAL] OK, let me take a look. And you said it was for behavior analysis?
[CUSTOMER][NEUTRAL] Yes, ABA exact like literally the same stuff you guys got for the first one that was approved and paid out was the exact same documents you guys got for the other three that were denied and said that was because um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OT is not a covered service, but it's not OT.
[AGENT][NEUTRAL] OK, let me take a look. Give me one moment, let me get it, the information pulled up.
[AGENT][NEUTRAL] OK, and it looks like this is in regards for dates of service, it looks like [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The date span, OK, let me take a look.
[CUSTOMER][NEUTRAL] So the dates I have are [PII].
[CUSTOMER][NEUTRAL] And well, oh no, they're all separate 104, uh 103, 10 so 103, 104, 113 [PII], [PII], 121, and 122.
[AGENT][NEUTRAL] Right, so [PII] through [PII].
[CUSTOMER][NEUTRAL] 13
[AGENT][NEUTRAL] Oh, I'm sorry. Yes, [PII] 122.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment. I'm gonna put you on a brief hold one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Good morning. I am, I have a call that I'm needing help on. I don't know if you can assist me or if I maybe need to check with [PII].
[AGENT][NEUTRAL] I received a transfer call and I have the insured on, on hold currently. They're calling cause they, we denied a claim as, you know, occupational therapy and
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] Kinsiology and those things are not covered under the policy. It looks like they had behavioral.
[AGENT][NEUTRAL] Adaptive behavioral treatment performed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking at the policy.
[AGENT][NEUTRAL] I don't feel that that is covered, but I always want to get a second opinion for one of you all to kind of glance at it and see.
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] It's on policy 2458531.
[AGENT][NEUTRAL] 585331.
[AGENT][NEGATIVE] We originally, on one of the claims, we've paid it and I think it was paid in er error. Now, um, they're saying it's not, it's not none of those cause it's not physical therapy. The policy does cover physical therapy, so it's definitely not physical therapy.
[AGENT][NEUTRAL] She's saying it's not occupational therapy and it's not.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Kinesiology or speech, so it's none of them, so I'm thinking that maybe it was just probably just denied with the wrong remark code, but it's not none of those covered services, um.
[AGENT][POSITIVE] It's behavioral treatment. It's adaptive on the bill. I have it pulled up. What they're receiving is adaptive behavior treatment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And that's what it says on the bill and it's on part two, it's on the most recent claim we denied.
[AGENT][NEGATIVE] Looks like we have denied a couple other rooms with that.
[AGENT][NEUTRAL] Um, a couple other claims.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Treatment. Mm.
[AGENT][NEUTRAL] No, we don't have that verbiage.
[AGENT][NEUTRAL] Um, under the physical therapy, it just, under that remark code, it just outlines, you know, what is not what's, what's not covered under that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, under the outpatient, which, under the physical therapy, what's not, what does not define physical therapy. It does not include kinsiology, speech, or occupational therapy.
[AGENT][NEUTRAL] But as far as outpatient, it only covers emergency room.
[AGENT][NEUTRAL] Emergency room, diagnostic testing under the outpatient.
[AGENT][NEUTRAL] Do you want me to share my screen or did you already pull up the policy? It only covers urgent care, surgery in the hospital, outpatient MR [PII] facility, outpatient mental or emotional disorder, or physical therapy facility or ambulance.
[AGENT][NEUTRAL] We don't have, it's.
[AGENT][NEUTRAL] Well, based on what we have, it doesn't tell us that. It just tells us where the services were rendered, but it's the insured submitted claim. So it's not billed on like a UB or CMS form. It just tells us who the rendering provider is as their tax ID information. Looks like it was at an ABA therapy center.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, it is 97153.
[AGENT][NEUTRAL] And it looks like they're being seen for cause they're autistic. The diagnosis code is autistic disorder.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, that remark code just pretty much telling him that.
[AGENT][NEUTRAL] Kinesiology, speech or occupational therapy is not covered.
[AGENT][NEGATIVE] Which, right, which you should have, I feel like it's not covered, but they maybe have denied it with the wrong, it was denied with the wrong remark code. Maybe they, this would have been one that they should have just used the remark code 6430 or something. That that's not a covered loss under the policy.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And then that, yeah, under the outpatient, that's what those are cover service then it has the office treatment writer, but
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well, I don't know if this is in the hospital. It sounds like it could have been like a clinic, uh ABA therapy clinic. That is, that wouldn't, I don't think that's a hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK. So I just was wanting to get some second eyes on it.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thanks.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for holding. Um, as far as under the policy, under the outpatient benefit, the outpatient benefit only covers emergency room, urgent care facility, surgery in a hospital facility or freestanding outpatient surgery center. It only covers diagnostic testing in a hospital or outpatient facility or MRI facility or outpatient treatment for uh mental or emotional disorders in a hospital.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] That's it, uh, I'm sorry, um, I'm sorry, I'm sorry if I interrupt you. I'm sorry, miss. I really have to tell you something. So this is the issue, um, you went on and did the research on what it's covered on the benefits, but you denied the claim based on a therapy that we're not.
[AGENT][NEUTRAL] Or physical therapy facility or ambulance.
[CUSTOMER][NEUTRAL] So ADA therapy is covered by Aetna and APL is supposed to cover the deductible after the claim has been approved. We've been having these insurance policies for 2 years already, and we have multiple times received uh uh payment from ADA therapy. Now, the claim was was denied based on the fact that we were requesting speech hetology or occupational.
[CUSTOMER][NEUTRAL] Then we are none of this therapy. So before you go ahead and do a research on what's covered and what's not covered, we need to go ahead and correct something that was a mistake and we never requested either kinesiology, speech or occupational. So the denial doesn't persist, just based on that. Then maybe we can do the research that you did, but we are not any of this therapy. ADA therapy cover it.
[CUSTOMER][NEUTRAL] By Aetna, which is the primary plan, and APL is a supported plan that is supposed to pay deductible after the claim was approved by Aetna, and this is the case, and we have already verified that that's a benefit of ours. We know, we don't need you to search if ADA is a benefit. We have already done that multiple times, and I choose the insurance based on the coverage of ADA therapy. So please let's concentrate on what's the issue.
[AGENT][NEUTRAL] OK, I was just going over the, what the policy does cover the policy provisions. Um, I can send a request to have this claim further reviewed and someone reach out to you, back out to you. You do also have the option to submit an appeal if you disagree with the decision.
[CUSTOMER][NEUTRAL] There is no reason for us to submit an appeal because you denied the claim on false, uh, information. You denied the claim. I think what's happening here is one.
[CUSTOMER][NEUTRAL] You guys are so Aetna, we already know it's approved like 100%. This is not our first rodeo, and the first one was approved the first claim because it's an approved service. So now the thing is it seems like you guys just don't want to pay what you're supposed to pay, so you're coming up with reasons that aren't valid because the denial is false. So the denial den denial says denied based on the fact that kinsiology, speech, and OT are not covered, which is fabulous, thank you, but we are not any of those entities.
[CUSTOMER][NEGATIVE] So the fact that you denied it based on something that's not correct is false. It's not, that's not a valid reason to deny because we are not asking for speech kinsiology or OT.
[CUSTOMER][NEGATIVE] So is there a supervisor or someone else we can speak to because it doesn't make sense at all that the exact documents were submitted and everything was good for round one but now it's not OK.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, she wants to speak to a supervisor.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Should I have it?
[AGENT][NEUTRAL] Is she
[AGENT][NEUTRAL] Yeah, I can.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] B
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you want me to try to get, cause she, she got another lady that's on the phone that's helping her and they're talking over each other. It's just.
[AGENT][NEUTRAL] And um
[AGENT][NEGATIVE] Yeah, she's upset because we paid before, which I do see we paid it before.
[AGENT][NEGATIVE] And then now we're denying it.
[AGENT][NEUTRAL] So, yeah, there's that. So it looks like we paid some before.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Yeah, and now we're denying it. It's just they're upset because of denial remark code used in that we've paid it before.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So just let her know that then uh we can have a super mm.
[AGENT][NEUTRAL] OK, so I'll just tell her supervisor is currently not available. I can take her number and have them reach back out to her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, I'll do that. All right, thanks.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you, thank you for holding. Supervisor is currently not available. I can take your number and they can give you a call back by the end of today.
[CUSTOMER][NEUTRAL] No, that is not an option. I'm, I'm sorry, we waited. We can, we can wait if that's the thing, but my problem is, so I just also Googled like your APL, the company website, and it really, it says that the, it's a deductible program. So your job is to pay the deductible, not to, as long as it's already been approved by the initial insurance, which is exactly what it has.
[AGENT][NEUTRAL] The coverage is secondary, but it also covers in regards to the policy provisions as well.
[CUSTOMER][NEUTRAL] So I'm not sure.
[CUSTOMER][NEUTRAL] Yes, and the policy provision is that the, the ABA, and the policy service provision, this is 100% covered because Aetna would not and Aetna would have denied like there's no way, like 100% this is this is not something that is not covered by Aetna, which is their primary insurance, so um.
[AGENT][NEUTRAL] The outlines was outlined in the policy provisions.
[CUSTOMER][NEGATIVE] We are not willing to be called back. This is a matter that it's supposed to be resolved um in during this phone call, and we are in business time and someone needs to be available. I am a payer. I pay my insurance policies and I don't call you and tell you that this time I cannot pay and you have to wait for a payback.
[CUSTOMER][NEUTRAL] So we are doing business time. The supervisor is supposed to be there available for us. We've been on the phone for 45 minutes. You are making a mistake by denying our, um, uh, our, um, request so the, the claim, so the minimum that we can do is to discuss where are the mistakes. This is not gonna be a matter that is gonna go over days at the expense of the provider and the family because we pay our policy now it's your time to give back.
[AGENT][NEUTRAL] OK, if you'll, if you'd like to hold, I don't mind putting you on hold until they're available.
[CUSTOMER][NEUTRAL] Yeah, and what's their name and what's your name, and do you have an ID number or a reference number for this call, please?
[AGENT][NEUTRAL] We don't give out reference numbers, but my name is [PII].
[AGENT][NEUTRAL] And I'll be
[CUSTOMER][NEUTRAL] OK, do you have an ID or number?
[AGENT][NEUTRAL] No, we don't have ID numbers, just by my name and that's [PII].
[CUSTOMER][NEUTRAL] And the company only you that.
[AGENT][NEUTRAL] I'm sorry, I couldn't hear you. You're speaking over each other. I couldn't hear you. What did you say?
[CUSTOMER][NEUTRAL] And what's the what's the?
[CUSTOMER][NEUTRAL] What's your last initial Dia? for your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and what's your supervisor's name that we're waiting for?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and there's only one supervisor?
[AGENT][NEUTRAL] That's currently available at this time.
[CUSTOMER][NEUTRAL] So on business hours you have one supervisor that's it.
[AGENT][NEUTRAL] That's currently available.
[CUSTOMER][NEUTRAL] On a weekday business hour business day.
[CUSTOMER][NEGATIVE] But she's not available because you're telling us we have to wait for her.
[CUSTOMER][POSITIVE] Available means she can get on the phone right now.
[AGENT][NEUTRAL] I will have to put you on hold to get a hold of her, which once she's available I can link you to her.
[CUSTOMER][NEUTRAL] So is she available to speak?
[CUSTOMER][NEUTRAL] Right, so she's not available. So my question is, my question is there's only one supervisor in your entire building or facility or wherever you're at. There's only one and it's [PII].
[AGENT][NEUTRAL] When she's available.
[AGENT][NEUTRAL] Not in our entire facility.
[CUSTOMER][NEUTRAL] OK, and she and since nobody's available, she's the one that I'm waiting for currently, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Cause there's, cause there's nobody available right now cause if there was, you would just put them on the phone, correct?
[AGENT][NEUTRAL] I'm, I'm just to see if she's available right now.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK um thank you. You are on hold.
[CUSTOMER][NEUTRAL] Good morning [PII] this is [PII].
[AGENT][NEUTRAL] Help [PII], OK, so here is the policy number. It's 2458531. Um, it's, it's Miss [PII] on the line. Also there's a lady, [PII] that's on the line that's speaking with uh in regards to her assisting her as well. Um, so I'll go ahead and join the call now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for holding, Ms. [PII] and [PII]. I have [PII] on the line and she's gonna assist you moving forward.
[CUSTOMER][POSITIVE] Thank you thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning. This is [PII]. May I help you? Hello, can I help you? Yes.