AccountId: 011433970860
ContactId: 749f2c0b-7726-4ac7-bac7-cea3b1ef0bbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1201959 ms
Total Talk Time (AGENT): 465551 ms
Total Talk Time (CUSTOMER): 843052 ms
Interruptions: 20
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/749f2c0b-7726-4ac7-bac7-cea3b1ef0bbf_20250613T20:40_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is An[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hi An[PII]um, my name is Pa[PII]First of all, are you in Ok[PII]?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] I will send her up.
[CUSTOMER][POSITIVE] I'm an Ok[PII]irl, but I'm in Te[PII]ow, but been following all of the stuff going on in Ok[PII]ause that's home, and I am so excited as I sit here with my thunder shirt for the basketball game tonight.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yay.
[CUSTOMER][MIXED] I hope they win. If they don't, I don't know what I'm gonna do. I about lost, I about needed this policy after I watched that last game had me so upset. I mean, I'll tell you what, it's a good thing I was insured.
[AGENT][NEUTRAL] Oh no, don't say that.
[CUSTOMER][NEUTRAL] I was about to go nuts. I grew up in As[PII]pretty about an hour south of you. So, um, and all my friends are still in Ok[PII]and we were all watching it like on Zoom, and I tell you, quite the game. After a while, it started not to feel like basketball, but boxing with the basketball. I mean it's aggressive basketball, man, gosh. I mean, I don't know. We didn't play our best game and they didn't officiate their best game either. Don't say that. But hopefully this game will be better.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Well, you know what, I'm a
[AGENT][NEUTRAL] I'm a cowboy friend. Well, I'm an OSU cowboy fan, so whenever we watcher, I'm like, I'm used to the heart attacks every game. We don't play that well.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah, you know.
[CUSTOMER][NEGATIVE] I'm a half and half because I have probably 500 family members up there and we're, we're split right down the middle because half of my family owned cattle ranch in um Br[PII]you know, they're, they're all OSC people and then my daughter went to OU, so they're divided. We are divided and I, I just cheer for both except when it was when it was be[PII]nd all my money was going to OU, then I had to be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] My diehard they gotta win. My, my tuition is going up if they lose, but, um, but yeah, but I'm a double, I'm a double fan. All my, my best friend is a, an OSU person as well, and I love Stillwater. And is it better? Have you been back since the fires and everything? Is everything better?
[AGENT][NEUTRAL] You go where the money is.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I know when the fires hit Stillwater that was really bad.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I haven't. Um, I'm also a, I'm a softball parent, so we travel everywhere, but still the only place, yeah, there's not a lot of softball tournaments down there, so, uh, no, we haven't been down there in a while.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You do travel everywhere, yeah.
[CUSTOMER][POSITIVE] No, you're gonna be more in the student no more, yeah, but softball's good too. Well, you know, you're in a good place for softball.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we sure are.
[CUSTOMER][NEUTRAL] Well, really my question my question is a dumb one, but I have, I just have the cancer. Well, I don't know if it's cancer and heart attack. I think it's cancer. Um, I live in the burbs, but I have a potbellied pig because I grew up on a farm. You could probably hear him howling outside my door right now. I'm sorry. He was supposed to be a pot-bellied pig. I think he's a hog, but, and I'm probably the only person that lives in the burbs outside of Da[PII]ith a pig in their backyard, but that's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] He wants a tortilla. He's addicted.
[CUSTOMER][NEUTRAL] What is that one for?
[AGENT][NEUTRAL] He's a Texan pig.
[CUSTOMER][POSITIVE] Uh, yeah, he is, he likes tortillas. He needs the hat. OK, yeah, this is the heart attack and cancer, but I was looking because I found my policy. I'm pretty proud I found my policy. Um, but anyway, my daughter is still a, she's a student and so is my son. My daughter just had her checkup and there's a wellness writer on this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I am a speech therapist in the schools, but right now I'm home for summer, so getting to where I can print something is not the easiest thing for me. Can you file these over the phone or by email? I do have my work computer or do I have to fill out the, yeah, the wellness claim because I've got the wellness claim form I guess I can fill out the whole thing, but I just didn't know if there was an easier way to do it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] File your claim.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, yes, there is. What is your policy number?
[CUSTOMER][NEUTRAL] It is 22585.
[AGENT][NEUTRAL] Alright, let me pull it up um so are you near a computer right now?
[CUSTOMER][NEUTRAL] I know, but I can be. I, I, I, it's my work computer and I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You're gonna laugh at this. I have it thrown down by the side of my bed cause I've been doing the staff development classes. We have about 25 we have to do in the summer, and I do about my goal is 2 a day. So after I did my 2, I throw it on the floor by the bed.
[CUSTOMER][NEGATIVE] That's terrible.
[CUSTOMER][NEGATIVE] Uh, they're boring. They're just, let me get it. I got it. OK, go ahead.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] Uh, so your policy, you said it's 22585, um.
[CUSTOMER][NEUTRAL] Yeah, looking at it and I have a certificate number if that's also what you need.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, it's the certificate number.
[CUSTOMER][NEUTRAL] Oh sorry, OK, hang on.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] That one is 01654443.
[AGENT][NEUTRAL] Alright, let me look it up.
[CUSTOMER][NEGATIVE] I mean, that pig is driving me crazy. I may have to go feed him really fast. I've got you on the.
[CUSTOMER][NEUTRAL] Can't hear myself think.
[AGENT][NEUTRAL] All right, Pa[PII]can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Uh, mine's No[PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK can you hear him?
[AGENT][NEUTRAL] I can't actually.
[CUSTOMER][NEUTRAL] Oh my gosh, he's so loud, and now he's rooting my door. I'm listening to you. I'm just going to throw out a tortilla so I can get some pizza talk to you on the phone.
[AGENT][NEUTRAL] Uh, I just need you to, uh, verify your address for me real quick.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is 12[PII].
[AGENT][POSITIVE] All right, thank you so much for verifying that.
[CUSTOMER][NEGATIVE] I'm really not crazy. My kid brought home this pig and I've still got him cause I'm too much of a sucker to put him down, and you would think that's ridiculous from an ag family background, but that was my always my problem in 4H too. I couldn't, didn't want to show because I didn't want to go to sale, and that's how I end up with a pig in my back, backyard.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's all right. Hey, you know, it's, they're good. They're really smart, so.
[CUSTOMER][MIXED] You know, he is very smart, but that's the problem. He can like chew on the doorknob we have French doors outside. He's like, Well it's a nice nice house, but now I need new flooring and
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] He, he just, he messes.
[CUSTOMER][NEUTRAL] He's a mess. Let's just say that. He's so smart, he's a mess.
[AGENT][NEUTRAL] All right, Pa[PII]uh, the easiest way to fill out the claim form is, uh, to, uh, you can do it through your online portal. So if you'd like, I can walk you through how to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I can, I can pull it up. Just go to your website and find the form and it'll probably be the same form I'm looking at here by hand and just fill it out and then what upload the lab results.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So, if you go.
[AGENT][NEUTRAL] Well, if you go to se[PII].
[AGENT][NEUTRAL] And you will, OK.
[CUSTOMER][NEUTRAL] Hang on, let me get to get to that.
[CUSTOMER][NEUTRAL] Sorry, I'm I logging in right now.
[CUSTOMER][NEUTRAL] This is not even for me, this is for them because I haven't gone and done my check up yet, but they have, so I think they're, they had a.
[AGENT][POSITIVE] That's good.
[CUSTOMER][POSITIVE] Wellness, so that's good. OK, you said secure.
[AGENT][NEUTRAL] Secured ED[PII]nd you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] Uh huh uh OK, got it.
[CUSTOMER][NEUTRAL] And pu[PII]ang on, OK, I'm got that. I may have a log in actually hang on.
[AGENT][NEUTRAL] Uh, you'll have to start, you'll have to start a new one because we got a new platform, uh, last Monday, so you have to recreate it. Everything will be transferred over though, mhm, um, so you'll click insured.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Great, I was gonna say I know I have a log in. OK, and.
[AGENT][NEUTRAL] Yeah, well, it's it's gonna be different now so insured, fill out only the three boxes that are required. So last name, uh, the email that we have on file, which it looks like it is your school email, and then, uh, date of birth. Don't fill out the other stuff.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can I change that to my, oh, do I need to put my, um, do I need to use my school one or so so his last name, social security number, member ID I'm gonna put my social in I guess that's probably safest way and then email can I change that to my home email or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I can do that right now. Don't.
[CUSTOMER][NEUTRAL] I got another year, but then I'm gonna.
[AGENT][NEUTRAL] Yeah, it's better to do it now so let's let's go ahead and do that before you uh go any further just because it'll take some time for the systems to kick in. So uh what email would you like us to have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you're gonna laugh. I'm gonna use my dinosaur one just because I know I'm gonna do another year in the school district, but I'm gonna be really, really honest here just depending on how things go. I don't know how many more years I'm going to do because I don't know what's gonna happen, quite frankly, so I'm changing as much as I can to my dinosaur email just in case. um DN[PII]That's the one I've had the longest.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Alright, let me make sure that it updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um,
[CUSTOMER][NEUTRAL] I do have other emails but that's the old one and.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][POSITIVE] I worked the longest.
[AGENT][NEUTRAL] So, uh, just fill out your last name.
[CUSTOMER][NEUTRAL] But did you still have AO[PII]Well, now I have a bunch, but
[AGENT][NEUTRAL] So just do your last name, the email, and date of birth, um, we've been having some issues sometimes with people putting in their zip code and their social as well, um, so it's easier to just do those three, that way we won't run into any issues, yeah, so go ahead and click those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me take that out then last name, email, and date of birth, OK, and then click next, right. I did that complete your account set up and it's got continue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So put your email in again, you'll click send verification code and you'll want to verify your email before you move forward.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] action when you say.
[AGENT][NEUTRAL] And this is how you'll log in from here on forward um you will log in with an email and it will verify your email every time uh the email should come from.
[CUSTOMER][NEUTRAL] OK, like the, the.
[AGENT][NEUTRAL] Yeah, the email should come from I believe Microsoft for APL um if you don't see it in a minute, uh, check your spam.
[CUSTOMER][NEUTRAL] We.
[CUSTOMER][NEUTRAL] OK, hang on, verification code will come on my cell phone I'm assuming, or do I have an email? It'll come to my email. OK, hang on, let me get, let me pull that up on my phone sitting right here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, it'll come to your email, mhm, because it's verifying the email.
[CUSTOMER][NEUTRAL] This is just it's not hard to do. What's hard to do is getting everything in the right place to send it if that makes sense, um, because everybody's on a different system and it's not a big deal when I'm at work and I can print stuff out, but we do have a printer and stuff here at home, but my husband works from home, so they go up there is like just better my stay my so OK, so I verified the code and then I need to put in a password, right?
[AGENT][NEUTRAL] Yeah, I get it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, you'll put in a password, uh, first and last name, the display name is how you want to be seen in the system, uh, it's really for your own benefit. We don't need the the display name. You're not gonna need it to log in or anything like that.
[CUSTOMER][NEUTRAL] You hear you now.
[CUSTOMER][NEUTRAL] Yeah he anticipate.
[CUSTOMER][NEUTRAL] OK, so I'm let me put in my password real fast. You know what I'll do is forget whether I had it capitalized or not, but OK, display name doesn't really matter, but, um, OK, let's see here.
[AGENT][NEUTRAL] No, it doesn't matter.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Same password. OK, greater terms of use, greater privacy policy. I'm assuming that means that they don't sell our information, correct?
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I just don't wanna be on 27 magazines.
[AGENT][NEUTRAL] And then that's also another reason why we changed systems, no.
[CUSTOMER][NEUTRAL] It's like I don't wanna get 27 magazine subscriptions. OK, my account has been successfully created. Go to dashboard and then it'll, it says welcome to the welcome to online service center.
[AGENT][NEUTRAL] It'll make you log in.
[AGENT][NEUTRAL] Mhm it'll make you log in again, yeah.
[CUSTOMER][NEUTRAL] Oh it will OK, hang on, OK.
[AGENT][NEUTRAL] And then you'll have to verify your email again that's how you'll log in every time that's a new security feature.
[CUSTOMER][NEUTRAL] Oh, you gotta do another verification code and all of that stuff again, right? Yeah, OK, hang on.
[AGENT][NEUTRAL] Right, because just because it's, it's private health information we wanted to add an extra step of security.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Now with yours with this policy because um because um I you know like I told you I'm planning on working and I hope to work a few more years but if I, I am to the point where I could retire if I needed to, am I, can I, I can pay direct and keep this policy or is that not an option? Do you know?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me, let me check your policy for you real quick. Um, what you're talking about is called portability. So typically, uh, your policy will state if it's portable or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check real quick and see.
[CUSTOMER][NEUTRAL] I think this one is, but I'm not 100% sure, you know, I'm waiting. I got the first verification, but I haven't got the second one, so let me put a new code. It won't let me use the old one. Hang on just a minute to get in here. Yeah, that's the old one. OK, hang on.
[AGENT][NEUTRAL] Alright, you do have the portability writer?
[CUSTOMER][POSITIVE] Good, OK.
[AGENT][NEUTRAL] Right, so what will happen.
[CUSTOMER][NEUTRAL] I thought that I did because
[AGENT][NEUTRAL] So what will happen is depending on how often your group.
[CUSTOMER][NEUTRAL] I mean, I know the kids will eventually come on.
[AGENT][NEUTRAL] Yeah, they, they will probably age out. I didn't see how old they are, but they'll probably age out eventually, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mc[PII] a full time grad student, but she's 24[PII]nd Ja[PII] 21[PII]nd a full time student. He she'll age out at 26[PII]I got a little bit of time. I just asked it to send me another code again, and I'm not getting the other code to log in, so no, hang on, let me try again. It sent me the first one and I tried to use it and it tell me it's old, you know, and I said I understand that it's old, so I need the other one.
[AGENT][POSITIVE] OK, they got some time. Yeah, they've got some time.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] It's not doing it.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] But not the 2nd.
[AGENT][POSITIVE] Yeah, it's gonna be a new one.
[CUSTOMER][NEUTRAL] Yeah, so then I went back and hit it again and said send me send new code and it didn't so let's see here the new code.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then again check your spam just in case even though the first one didn't come through your spam, uh go ahead and check your spam too if you don't see it in a second. Um, while you're waiting for that code, I'll go ahead and take you through the process of porting your policy. So once you retire or you quit or if you change jobs, whatever, um, your employer will notify us that they are no longer taking your premiums out of your paycheck if that's how they're, that's how they're doing that.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the other day.
[CUSTOMER][NEUTRAL] Yeah, that's the way they do it now, yeah.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah and then you will get a letter in the mail um afterwards state um asking if you want uh to port your policy or it'll be like do you want your your policy to port over uh it'll send out a form for you to fill out um and then you will put your policy you'll have 31 days from the date of the letter given to you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, to make that decision and turn in any paperwork that you might need, um, so say you retire, um, in a couple of months once your premium is paid up through your employer, they will get, uh, they will notify APL that you have been terminated and you will get a letter in the mail stating that your employer will no longer be paying your premiums. Do you wanna put your policy or something along those lines and then you'll just fill out the paperwork that they've got if that's what you'd like to do.
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEGATIVE] It, it gave me a new code and I put it in there and it said this code is bad no it said you made too many incorrect attempts try again later.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, well I guess I'm gonna have to wait on this because.
[AGENT][NEUTRAL] OK. So give.
[AGENT][NEUTRAL] Alright, yeah, let me go ahead and send you through or, uh, take you through the process once you are able to, uh, go ahead and delete all the codes that are that have been sent to your email so you don't reuse them, uh, give it about 10 minutes. OK, give it about 10 minutes and then we'll try again, um, but real quick, once you get logged in.
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEUTRAL] And it there, yeah.
[AGENT][NEUTRAL] On your dashboard you'll see two rectangular boxes and then a long rectangular box that says need to file a wellness or traditional claim and then a little green button that says start your claim. You'll click on that. It'll have your wellness claim form already in there. You can fill it out and you can turn it in through your dashboard.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do I need to on this, am I, do I need to like email her lab doctor bill to myself and it upload it or can I just file it as a wellness? It's only like a $50 benefit, but it's $50 and she's a college student that helps her.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I believe you'll need to upload that yeah, you'll wanna go ahead and email yourself that and upload it.
[CUSTOMER][NEUTRAL] So do I need?
[CUSTOMER][NEUTRAL] OK, so I need to email this to myself, yeah, that's what I thought, yeah, OK.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. Mhm.
[CUSTOMER][NEGATIVE] Alright, well I will get on this and then, well, and it then it says send verification code again. I don't know whether to try that or not. I don't know. OK, I will figure this out. This will be my after it's just so frustrating to for $50 to have to go through all this to file, you know what I'm saying, but because you can't just.
[AGENT][NEUTRAL] Yeah, I, I understand.
[CUSTOMER][NEGATIVE] But at the same time you pay benefits for a reason so I hate to not, I mean that that's $50 you know, that's a tank of gas or something. So anyway, you know this is my grandpa's fault. He didn't have to go through all of this and he's taught me to pick up the penny when I see it. So now I'm like, oh, I need to file this, but he didn't have to go through all this to do it. I can't stand it, you know, if I see like that's free money, somebody had to work for that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm the same way.
[AGENT][NEUTRAL] I think that's an Oklahoma thing.
[CUSTOMER][NEUTRAL] It's that old fashioned.
[CUSTOMER][NEUTRAL] I think so. I picked up one in Ne[PII]nd I got yelled at by this lady behind me on the sidewalk because I cost her 2 seconds picking up that penny.
[AGENT][NEUTRAL] Yeah, we're
[CUSTOMER][NEGATIVE] She's like, I'm in a hurry and this stupid lady is picking up a penny. I'm like, well, I'm not stupid if I'm stopping to pick up the penny. You're stupid if you step over it because that means you got to earn it back.
[AGENT][NEUTRAL] I get it, where.
[AGENT][POSITIVE] Well, we're also the friendly state.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] It is a little different.
[CUSTOMER][MIXED] Yeah, I started out friendly until she called me stupid.
[CUSTOMER][NEGATIVE] Like that's stupid. I'm just broke, OK.
[CUSTOMER][NEUTRAL] There's a difference.
[CUSTOMER][NEUTRAL] But anyway, she probably is too. She just thinks she can go about it a different way. We in Ok[PII]ere taught something different if you're starving and grow your own tomatoes, you know, that's the deal. That's what we were taught. So.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I think that's part of the problem, but maybe she wasn't taught that.
[CUSTOMER][POSITIVE] My sister said, bless her heart.
[CUSTOMER][POSITIVE] My sister was with me and that's what she said, oh well, bless her heart. I said, yeah, I kind of felt the same way.
[CUSTOMER][MIXED] I'm taking the, I'm taking the upper hand on this and pick up my penny and keep moving, but anyway, hadn't been back to Ne[PII]ince then and although it is a very beautiful city, it's kind of scary just saying, beautiful, just scary if you're.
[AGENT][POSITIVE] You know, I got to see it in Ghostbusters, so I'm OK.
[CUSTOMER][MIXED] Yeah, if you go on the wrong street or the wrong place and you don't watch your back everywhere you go, or you step in the wrong place in Central Park, you know, it's scary. I mean that I don't mean that as a knock against anybody from Ne[PII]The city's beautiful. It's just scary if you don't know what you're doing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Which when you're from a town of 381 people you don't always know what you're doing. Yeah, you're just trying to see the size. Yeah, it's like I don't know what I was doing, but the city that I was on was beautiful until I got yelled at by that lady for picking up the penny. That's OK, picked up the penny anyway.
[AGENT][NEUTRAL] Yeah, I grew up in Ca[PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She'll get over it.
[AGENT][NEUTRAL] And you live your life.
[CUSTOMER][POSITIVE] Yeah, exactly anyway, OK, well now it's back to verification code so I'm gonna try to send myself a new code and go from there and put this in, but thank you very much for helping me. I will get this figured out.
[AGENT][POSITIVE] You're welcome. If you need anything else, don't give us, don't hesitate to give us a call back, OK?
[CUSTOMER][NEUTRAL] I uh.
[CUSTOMER][POSITIVE] No, I'll get it done and I thank you so much. You too, bye bye.
[AGENT][POSITIVE] You're welcome. Have a great weekend.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Appreciate it. I know you're gonna be on.