AccountId: 011433970860
ContactId: 6f68dbf2-405f-4c6f-9b0b-33fc04db7f98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1423760 ms
Total Talk Time (AGENT): 593922 ms
Total Talk Time (CUSTOMER): 513706 ms
Interruptions: 17
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6f68dbf2-405f-4c6f-9b0b-33fc04db7f98_20250611T18:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in care team. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing well. It's been a while since I've spoken with you. I can hear your voice.
[AGENT][NEUTRAL] I know, it has.
[AGENT][POSITIVE] You too. How can I help you?
[CUSTOMER][NEUTRAL] Listen, we received an email to the care team from [PII] at NS Solutions. Any solutions? I, I always wanna say NS solutions. Anyway, they, they needed assistance with this group. Please have the appropriate person call me. Of course there were no details, so what do I do? I pick up the phone and call, you know, like what you need? What can we do?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Gotcha.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh-huh. Uh-huh.
[CUSTOMER][NEUTRAL] Anyway, they've got a new group and there have been some changes on two of the employees and she needs assistance with that. We don't have the group yet, no, we don't have them yet. I don't reckon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure. Did she give you the group number?
[AGENT][NEUTRAL] Oh, OK. Oh, got you, got you, new, OK.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] I'll talk to her. Mm.
[CUSTOMER][NEUTRAL] And she was saying all these systems and stuff that you know I was like mhm OK.
[CUSTOMER][POSITIVE] Don't know what that means, but we can get somebody that does.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] Yes, yes, absolutely. Is she on the phone?
[CUSTOMER][NEUTRAL] She is on the phone now. Do we need to set up a time for you to call her back or can I go ahead and.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] No, no, no, no, go ahead and send her if I, if I need to call her back, I'll call her back. So no, go ahead and send her through. Who is it? you said her name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] [PII] OK, I wrote down [PII] and can't read my handwriting.
[CUSTOMER][NEUTRAL] From in any solutions.
[AGENT][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] All right, let me get her on the line if you don't mind, [PII], good to talk to you. Thank you. One moment.
[AGENT][POSITIVE] Mhm sounds good. Alright, you too have a good day.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, thank you for your patience. I have [PII] on the line in broker resources. She's going to try to assist you and I will reply to your email that this was taken care of. You need anything else, never hesitate to contact us, OK?
[CUSTOMER][POSITIVE] OK, great. Thank you so much. Thank you, [PII], and thank you, [PII].
[AGENT][NEUTRAL] You're most welcome. Hi [PII], she said you have some questions on a group that you're working on.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yes, I do, and I, and I'm sorry cause we, I don't have a group number to give you, so that might make things a little bit more complicated. Um, so this group
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK. What's the name of the employer or is it not active yet?
[CUSTOMER][NEUTRAL] No, the, the group is implemented. The, the group name, the client name is Graspa Consulting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is it? Graspa? Can you spell that first part?
[CUSTOMER][NEUTRAL] G R A S P A.
[AGENT][NEUTRAL] OK, that's what I thought. I just wanna make sure Gross the Consulting incorporated. OK, 23377. OK, let me pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Get their account real quick. OK, got it up. How can I help you?
[CUSTOMER][NEUTRAL] OK, perfect. So, one of their, the employee named [PII]. I can spell the last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, there was a change in his coverage when we added his spouse.
[AGENT][NEUTRAL] OK, hang on just a second, let me find her on here.
[CUSTOMER][NEUTRAL] So I, I wanna see if.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me, uh, what was the first name on it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, hang on just a second.
[AGENT][NEUTRAL] [PII], not having [PII].
[CUSTOMER][NEUTRAL] [PII], not [PII].
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Yeah, I don't have an [PII] however you say his last name in the system.
[CUSTOMER][NEUTRAL] Nose.
[AGENT][NEUTRAL] When was it, when were they supposed to be active?
[CUSTOMER][NEUTRAL] 61
[AGENT][NEUTRAL] OK, hang on, I'm just making sure we don't have it in pending status. Let me check one thing.
[AGENT][NEUTRAL] Pending nothing pending, nothing currently. OK, so did you, did you try to add them online?
[AGENT][NEUTRAL] I don't have him enrolled. OK.
[CUSTOMER][NEUTRAL] This is, yes.
[CUSTOMER][NEUTRAL] Um, no, he, he is enrolled because he's he's received his, um,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His ID card.
[AGENT][NEUTRAL] I see what's going on. OK, he did. So, if you get his ID card, what's his policy number, do you know?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't know that because I can't, the integration is not complete for me to log into the portal. Do you need something else to maybe look for him, maybe his social?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Gotcha. Yeah, I know, grasp a consulting. I do not have.
[AGENT][NEUTRAL] Yeah, you can give me a social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Wonder if he hasn't added yet because this is in renewal status. Hang on just a second. Let me like a group set to renewal, placed on renewal hold until that's released if there's been any new ads, they usually don't get added. So let me see if I can, let me see if he's been heard or search. Let me see. Give me just a second here.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's so much.
[AGENT][NEUTRAL] Uh, social security number phone phone I take.
[CUSTOMER][NEUTRAL] I don't think that much better.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I said I'm sorry I.
[CUSTOMER][NEUTRAL] You say that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] You gonna do that.
[AGENT][NEUTRAL] I'm still checking, bear with me just a second.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I like you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, he's not, I don't see him in our system yet. I'm not sure how I got an ID card. I do see that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] The group is going through with the new renewal process and we did get a census. Let me see if he's on this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Spreadsheet that we received.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, no problem. Let me about you.
[CUSTOMER][NEGATIVE] Mm, not very much.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or point of it.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEGATIVE] Sorry, I'm waiting on a spreadsheet to open it's taking forever.
[CUSTOMER][NEUTRAL] on my friend.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And those on the borders of one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So he's supposed to be effective 61 of this year, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yeah, he's not in the system just yet so any.
[CUSTOMER][NEUTRAL] And the the whole
[CUSTOMER][NEUTRAL] The whole group is so no one in this group is active right now?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I didn't, no, no, no, I didn't say that. We have people that were in here previously, but any time when it comes up for renewal, it goes into renewal hold until the renewal is completed and it looks like, let's see, hold on just a second.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Hold on just a second, let me see if I can get to that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The mission folder to see.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see where we're at on this. Do you mind holding for just a second?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh shut up. I'm so sick of this shit.
[AGENT][NEUTRAL] Oh, it's not in here.
[AGENT][NEUTRAL] Everything's out here. Change over from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that thank you for holding. So I sent a notification over to our business team to find out everything's been submitted on this group as of [PII], and it looks like your group, I think they're on a file feed, uh, for the enrollment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so all of that hasn't been processed yet because it's going through the renewal so I do show the renewal was submitted we've got everything we need from what I'm looking at so I've asked for an ETA when this is gonna be completed. Once it's completed, all that file feed information will load and then all those people will be in there. So if his wife was added on the file feed, it should be activated. Do you know if she was put in on the file feed?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we did correct her on in Navigator. However, um, I don't know if it's gonna take some, if it's gonna be take some more time, meaning if it's not gonna be completed by the end of this week, um, we wanted her to, we wanted to see if she could be manually corrected because she needs to, because what happened is she was, she's placed on her husband's on her spouse's insurance and removed from her own. So she, she was, so the census that you guys have, she is under herself.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And we wanted that corrected before and then showing that through once it's before it's implemented.
[AGENT][NEUTRAL] OK, OK. So she needs to be added onto his policy, um, hold on, this census does not want to open for me, so give me just a second. I think it finally opened. So let me just make sure she's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One here.
[AGENT][NEUTRAL] Oh my goodness, don't open again. Just let me enable this so I can.
[AGENT][NEUTRAL] Micro, trying to read it. Sorry, give me just a second, let me blow this up.
[AGENT][NEUTRAL] let me
[AGENT][NEUTRAL] OK allow me to edit. I just wanna look at the, uh, can that process.
[AGENT][NEUTRAL] You know maybe there we go, finally, OK, um, and what is her first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, hold on, let me search it that way.
[AGENT][NEUTRAL] She had the same last name as him?
[CUSTOMER][NEUTRAL] No, her last name is [PII]
[AGENT][NEUTRAL] OK, that's what it's hitting on. OK, that's what I see. I see. OK, thank you. I was like [PII]e have one on here, but it's a different last name. So I do see that she's on the census. So I will make sure we wanna make sure that she's she's on here for 61, so it should, when it loads it should catch that and it should automatically add her on there for 61.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I don't, I think she should be OK. I just won't know until the file feeder ends.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] But she's on here so I don't know why she wouldn't get added 61.
[CUSTOMER][NEUTRAL] Right, no, no, we want her, I, the benefits that she has, she was added into our system as herself. So and she's she's an employee and so is the husband. Both of them are employees. What she was added, she had her coverage, and then he had his. We then removed her from her own coverage to then put him on her his plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm, mhm, mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Oh, OK, sorry, he said that. I didn't pick up on that. OK, got you. So she needs to be added under [PII]'s policy. That's what you're winning. OK, I'm gonna send an email to our um enrollment team with a sense of letting them know that [PII] does not need to have individual coverage. We need her to be added as a spouse under [PII]'s policy.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] So when it runs they'll know they'll know to correct that. OK, thank you. I will send that over to our enrollment team along with this, letting them know that once the renewal goes is completed to make sure that [PII] is not activated, that she's activated as a dependent under [PII]'s policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, perfect. And then we have another employee who switched gap plans. Um, so the one, the gap plan that you have on the census is no longer the one that he has.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can give you his name.
[AGENT][NEUTRAL] So which plan
[AGENT][NEUTRAL] Yes, what is his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, give me just a second.
[AGENT][NEUTRAL] [PII], there he is. OK, so on him, what did you say he needs the different Medlink coverage?
[CUSTOMER][NEUTRAL] So what gap, what gap plan does is showing on your end?
[AGENT][NEUTRAL] Hold on, I can tell what he's currently.
[AGENT][NEUTRAL] Well he's not in the system yet so let me see if it's in the census so I can tell from the census what plan he's on.
[AGENT][NEUTRAL] I don't think I can tell on the census. Let's see premium.
[AGENT][NEUTRAL] 2008 option one.
[AGENT][NEUTRAL] Amos what we have on here.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Honestly, I can't tell from the census what plan you you guys could even looks like it says option one.
[AGENT][NEUTRAL] That I'm trying to read your census. I that's accident now and now I see the top of it. Hold on, just look at orders.
[AGENT][NEUTRAL] Medley
[AGENT][NEGATIVE] Not like something like here we go.
[AGENT][NEUTRAL] Find that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] have so what category so are you talking about his accident coverage?
[CUSTOMER][NEUTRAL] No, he's got, he got plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if he's under the meddling. I see him under.
[AGENT][NEUTRAL] The census that I'm looking at.
[AGENT][NEUTRAL] Doesn't have any premiums listed under for him on that, but it goes into the next section for the accident of accident option one.
[AGENT][NEGATIVE] So unless it's in the file feed, I can't see the file feed.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK, then I guess I don't know whoever is in charge of the enrolling if they can we could just put a note that he, the correct plan he needs to be on is the gap 4500.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] I will let them know he needs to be on the gap 4500 and not the other plan. Let me get this over here one second.
[AGENT][NEUTRAL] OK, he wants to be on the 4500 plan. OK, I've made note of that, so I'll send that over as well that we need to make sure is that effective 601 as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, there go sector 61.
[CUSTOMER][NEUTRAL] OK. And then the last thing I have.
[AGENT][NEUTRAL] Medley 4500. Mhm.
[CUSTOMER][NEUTRAL] The last thing I had was there was some minor corrections on the office locations for the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I don't know how you guys have that on your end.
[AGENT][NEUTRAL] What information are we referring to? Is that the address or the
[CUSTOMER][NEUTRAL] The office location? No, the different office titles, the different office names.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] OK, for the broker?
[AGENT][NEUTRAL] Or for you guys. OK, OK, so for the contact, he, he's the group contact.
[CUSTOMER][NEUTRAL] For the client for grasppa.
[CUSTOMER][NEUTRAL] No, no, for asthma.
[AGENT][NEUTRAL] Do you have a different group contact?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No, no, so the, the client has um different offices. The employees, depending who the employee is, they might be in a certain office, for example, [PII], [PII]. I'm not sure how you guys have that on your end or if you have that on your end.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have that, we have the address. I'll confirm it for you. We just have one address for Graspa Consulting, uh, let's see, Group 23377 Graspa Consulting Corporated. We have [PII] tied to that tax, the whatever tax ID number is, I guess for that address, and it has Carmen Maya as the group contact. We don't have multiple addresses listed in our system for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We usually go by whatever the primary address is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, it, it's not gonna be addresses, it's just gonna be um office names. It's, it's all under one address but it's gonna be office names, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Well, we'll leave it as that because I
[AGENT][NEUTRAL] So are there different, are there, OK, OK, yeah, because we just have grasspa all lumped in together. We usually don't list it out unless the billing is split. Is the billing split for the different locations? Is that what you guys are trying to do?
[CUSTOMER][NEUTRAL] That's what I'm trying to see if that was the case. Um,
[AGENT][NEUTRAL] Let me see if they.
[CUSTOMER][NEUTRAL] Is there, do you have a direct line?
[AGENT][NEUTRAL] Uh-huh, yeah, my number is.
[CUSTOMER][NEUTRAL] That I can give you a call back?
[AGENT][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK, and it was [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK. OK, let me find out about these offices to make sure cause I don't wanna confuse you on your end and I'm not sure what you have on your end. So let me find out um how this is gonna be billed to see if, if you guys need that information or not. But for sure we have um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Angelo, Veronica, and Dago all are gonna be corrected.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, I'm gonna send the email over to our enrollment team since all this is gonna come through on a file feed, I believe from what I'm the notes that I'm reading. So yes, I'm gonna let them know that what you told me about those two people so they can correct that as it comes through.
[CUSTOMER][NEUTRAL] OK. Am I able to also be on that email just so we can have it for our records?
[AGENT][NEUTRAL] Sure, absolutely. What's your email address?
[CUSTOMER][NEUTRAL] OK. My email is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, just [PII]
[AGENT][NEUTRAL] [PII] OK, sorry. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. [PII]. OK, I'll CC you on the email. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. No, that'll be all. Thank you so much.
[AGENT][POSITIVE] OK. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye.