AccountId: 011433970860
ContactId: 77def18e-48c1-4082-891a-2bca71f71e26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1343010 ms
Total Talk Time (AGENT): 600573 ms
Total Talk Time (CUSTOMER): 696317 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/77def18e-48c1-4082-891a-2bca71f71e26_20250219T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you for asking. I have an insured on the line that's calling about a denied claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, I mean, yeah, that's right. Policy number 245-0273.
[CUSTOMER][NEUTRAL] [PII], uh.
[CUSTOMER][NEUTRAL] I can't talk today. It's a Spanish call, so it's hard for me to go back to English. [PII], [PII], I, anyway, I to [PII].
[AGENT][POSITIVE] Got you, got you the part one.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And it's on she sent additional information. Claim number 3561716 is the additional information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] She said that um for the ER visit that was paid on the prior.
[CUSTOMER][NEUTRAL] Uh, the ER visit that was denied on the previous claim, she sent that additional document.
[CUSTOMER][NEUTRAL] For the hospital charges?
[AGENT][NEUTRAL] I think I remember her.
[AGENT][NEUTRAL] She didn't uh we need the primary EOB. What she sent in was actually the billing from uh.
[AGENT][NEUTRAL] The hospital?
[CUSTOMER][NEUTRAL] Uh, from [PII].
[AGENT][NEUTRAL] And you know, now if it wasn't from [PII], you know how, well, I don't know you probably remember, but anyway, it's the billing from the hospital and on and so on the billing it does list what her deductible was.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we accidentally paid the first one.
[AGENT][NEUTRAL] When we should not have and so uh.
[AGENT][NEUTRAL] We caught it on the 2nd 1, so if she can contact Blue Cross and get the explanation of benefits, then we can uh send that in then we can pay her.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] I got you and she's been a lot.
[AGENT][NEUTRAL] Well we can review it for payment, yes.
[CUSTOMER][NEUTRAL] Yeah, I, I got you. I understand what you're saying.
[CUSTOMER][NEGATIVE] Gotta be careful with those words, girl.
[AGENT][NEUTRAL] Yes ma'am, ma'am.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][POSITIVE] But yeah, I, I'm just gonna go back to her and tell her that I see that now and I apologize.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] I, I'm just having one of those mornings where nothing's going right for anybody.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it happens.
[CUSTOMER][NEUTRAL] All these calls, it happens, but we don't make it through it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, we are by the grace of God.
[CUSTOMER][POSITIVE] And I, I thank you, [PII], thanks for his grace.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I couldn't do without it.
[AGENT][POSITIVE] Yes, all right.
[CUSTOMER][POSITIVE] Good to talk to you and I appreciate it and I hope you have a great day.
[AGENT][POSITIVE] No problem you too if you sure you uh don't need me just in case you got.
[CUSTOMER][POSITIVE] I got you I got it. I got this.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I mean if you wanna stay on the line that way if she has any more I can wait you wanna do that? Let's do that.
[AGENT][POSITIVE] Yeah, we can do that.
[CUSTOMER][NEUTRAL] And then that way she has any other questions I can just translate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks one moment.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, gracias porcipai and see it's the name of [PII]. A is the departmento de lamos. A U T C K and is the los socommentos kilomando. No is the blue cross.
[CUSTOMER][NEUTRAL] Of Doo So de Hospital.
[CUSTOMER][NEUTRAL] A parapodemos salo necessito elexpriacion del beneficials deluros recommended the Blue Cross.
[CUSTOMER][NEUTRAL] No, Nintendo. OK. Uh, so, Segu Pre Mario, Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Stamos unexplicca del beneficios de Blue Cross.
[CUSTOMER][NEUTRAL] E N SD exacion del beneficials squanto Aus applica de Copago or goodsoa and INL document sign and payment document is a billing account. This insurance covers.
[CUSTOMER][NEUTRAL] Yes, the documento is the er quelospitalomanda.
[CUSTOMER][NEUTRAL] Cerse 12 seguro Pago.
[CUSTOMER][NEUTRAL] Can I bring my document.
[CUSTOMER][NEUTRAL] There is a my you help pores so for men and los entoses sentenuea porque fuel missmocumento. Yeah, it is a quanto coadon bill insurance cover quanto coro seguroe loquejoage.
[CUSTOMER][NEGATIVE] She la lao quejoa preta and conchicajoloquepaqueneaoja no la mandaste esitamos [PII] el peoviasesmentelomimoloa pagar porquetalo insurance cover.
[CUSTOMER][NEUTRAL] OK, via this is uh [PII], OK, OK, OK, got you. She's saying that the in the first claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, um pocoarlo peroarlosaa is ok no no no posi perolo [PII] OK, OK, your boy can me in the line [PII] OK [PII].
[AGENT][NEUTRAL] Yes, here.
[CUSTOMER][POSITIVE] She's going to try it in English and I'm gonna be here if anybody needs me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello [PII] how are you?
[AGENT][POSITIVE] I'm doing well thanks for asking how are you?
[CUSTOMER][NEUTRAL] Good good thank you, [PII]. The thing is that I'm going to do my best to explain that in English, OK? The thing is that in the last uh pay that I submit you pay me 160 50 something, but they told me that was not the full um coverage because I didn't submit the last the the last um paper.
[CUSTOMER][NEUTRAL] But that, that the paper that I submit was correct, so for that reason they um they give me the money back, the money that I paid that was 159. The lady that I spoke before, she told me submit the same paper because you are in that in the first um in the first uh document that you attached was the bill that say the insurance cover and how.
[CUSTOMER][NEUTRAL] How much I pay, so she told me that that paper is good just submit the full paper and that's what I did that is in my you health chart.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And she told me when you submit that paper, you are going to be fined because you are going, they are going to see the bill, the insurance coverage, and how much I paid.
[AGENT][NEUTRAL] OK, well, I do apologize that you were giving the wrong information um because even though your the information from your your Health chart does show the amount that Blue Cross and Blue Shield applied to your deductible for us to cover us, we have to have the information from Blue Cross and Blue Shield showing that this information was applied to your deductible, um, because.
[AGENT][NEUTRAL] Even though this information from you Health does show that information just to have all of our papers in line just in case we get audited, we have to have Blue Cross and Blue Shield um explanation of in uh explanation of benefits because that's what your policy says that we pay, so we have to have that paperwork uh, I'm not sure who you spoke with.
[AGENT][NEUTRAL] Uh, who told you that, but that information was incorrect. Any time that you submit a claim to us, we would have to have the itemized billing like you said is fine, but we also have to have the information from Blue Cross and Blue Shield showing the amount they applied to your deductible copay or coinsurance for that data service for that treatment.
[CUSTOMER][NEGATIVE] OK, then what I don't understand is why the other um the other pay they they they give me the.
[AGENT][NEUTRAL] The
[AGENT][NEGATIVE] The other one was paid in error.
[AGENT][NEGATIVE] It was paid in error, so we're not gonna ask for that money back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But to pay you the additional, uh, to review the additional payments to see if we can send that out to you, we would need the explanation of benefits from Blue Cross and Blue Shield.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I mean this is like the 5th time that I have been doing that. I don't know. I, I really don't understand why somebody told me the wrong information and they approved that and now they told me OK just submit the the same paper with that and you're going to be OK. I did what they told me they agree and they pay me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And now you're telling me that was incorrect, that was paid by Er and I have been doing that like for months, so I'm frustrated because I have been trying to do this. I received the wrong information and also I get paid, so it works before.
[CUSTOMER][NEGATIVE] So, I really don't understand why.
[AGENT][NEUTRAL] OK, yeah, as I stated, you know, that information was paid in error. uh I do apologize that you were giving the incorrect information.
[AGENT][NEUTRAL] But to process claims according to your policy and according to our policies.
[AGENT][NEUTRAL] We have to, that's, that's the information that we have to have the itemized bill with the diagnosis code and the explanation of benefits from your major medical.
[AGENT][NEUTRAL] Uh, so I'm not sure who looked at this information with you, uh, if you have a name, I could probably go back with that person, um.
[AGENT][NEUTRAL] But in order for us, yes ma'am, uh, but that's what we're needing and so I mean if you can get it, the information, uh, you may be able to log on to Blue Cross and Blue Shield's website and just locate that data service, the explanation of benefits for that data service, uh, and if you can send it in to me, I'll go ahead and make it a priority, try to get it done as soon as I can get it.
[CUSTOMER][NEUTRAL] No, I don't have a name.
[CUSTOMER][NEUTRAL] And how I contact you once I do that?
[AGENT][NEUTRAL] Uh, you can call the same number, uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], and the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Extension [PII], right?
[AGENT][NEUTRAL] Mhm. Yes ma'am, yes.
[CUSTOMER][NEUTRAL] [PII]. OK, [PII]. I don't know, uh, and how I get logged into that, I really don't, don't know.
[AGENT][NEUTRAL] Uh, for Blue Cross and Blue Shield.
[AGENT][NEUTRAL] Uh, you should be able to, you know, go, go to their website. Uh, you may, I don't know if you have an account with them already. You may have to create an account and then you should be able to see all of your explanation of benefits for any services, any medical treatment that you had, and you just locate the one for this data service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you should just be able to print that information out and uh you can just upload it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, as I explained to you before, I'm, I'm frustrated with this. I know that it is not your fault, of course, but
[CUSTOMER][NEGATIVE] I mean, I don't know how they like pay if the information is wrong, they told me OK do this again. I find I, I try to find the documents again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Like it's a lot and now I did everything and and it's wrong so.
[CUSTOMER][NEUTRAL] I don't know. I'm, I'm frustrated, but thank you for giving me your extension. I'm trying to now look for another document on to you. Thank you so much for explaining the information to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, is there anything else you need from me, [PII]?
[CUSTOMER][NEGATIVE] And I don't and I als no much gracias por porta tambian pue ya Blue Cross Blue Shield A series pue the manda the explicacion del beneficialsteino pue intrael website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, will be the um electcaion del beneficials de hospital.
[CUSTOMER][NEUTRAL] Well that.
[CUSTOMER][POSITIVE] OK perfect mucha gracias [PII] in grapele ok bye bye.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] No problem thank you [PII].
[CUSTOMER][NEUTRAL] I told her that if she couldn't get into the website she could call Blue Cross and request that EOB.
[AGENT][POSITIVE] OK, alrighty.
[CUSTOMER][NEUTRAL] That might be easier for sometimes, you know.
[AGENT][NEUTRAL] If that's fine. Look, because I've now I'll be out of the office Friday and then all of next week. So if she does send that information in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna let [PII] know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you see it or she calls you about it and you see that they've been sent in.
[CUSTOMER][NEUTRAL] To get the money.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Get with [PII], but I'll probably give this policy number to [PII] for her to watch for it if, if it, you know, if it doesn't come in before I leave uh tomorrow so we can try to get it, uh, taken care of for.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, girl, I hope you're going somewhere for fun.
[AGENT][POSITIVE] I am. I'm going on another, I'm going on another cruise, my sister's birthday cruise.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Oh my God
[CUSTOMER][POSITIVE] Awesome. Where are you going, I gotta ask.
[AGENT][NEUTRAL] Oh, we're going back to the [PII]. She's never been. Yup.
[CUSTOMER][NEUTRAL] Oh, I wanna go so bad to the [PII]. I, I went when I was like [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I've always wanted to go back. I'm gonna have to, we probably won't, won't do a cruise but I'm I'm gonna, I'm gonna get your, if I ever get to go, I'm gonna say, [PII], what do I need to do?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Look, she, uh, what does she want? She wants to go to the island, you know, I guess where the pigs are, and, uh, the swim with the pigs. I'm like.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] I really wasn't that thrilled with the pigs. I was like I grew up around pigs. [PII], [PII] and I went and it was, uh, and those things were huge. The ones that we went, they were huge. I'm like they're big.
[CUSTOMER][NEUTRAL] Were they a little aggressive if you had food? I've seen.
[AGENT][NEUTRAL] Yes, they were, and so you, if you were eating, no, they don't. If you, if you were eating, you had to stand up. You couldn't sit your drinks down, couldn't sit your food down. Um, so you basically had to stand up because if not, if you have food, they were coming.
[CUSTOMER][NEUTRAL] Did they like, don't leave you alone.
[AGENT][NEUTRAL] They were coming
[CUSTOMER][NEGATIVE] They ain't gonna leave you. They gonna get your food, weren't they.
[AGENT][NEUTRAL] Mhm. And so, you know, let's see, and like these people, they were like laying on the ground, letting the pigs eat off their stomachs and or off their backs, yes.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Honey.
[CUSTOMER][NEUTRAL] They don't know about pigs, do they?
[AGENT][NEGATIVE] They do not like that.
[CUSTOMER][NEUTRAL] Because I wouldn't do that.
[AGENT][NEUTRAL] And it it's like they were out there just having a good time in that water. I'm like, oh no, because do you know what's in this water? These pigs are in this water and they're eating. So do you know what else is in this water?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][MIXED] Exactly. It may look clear, but trust me, it ain't clear.
[AGENT][NEGATIVE] It's not clear.
[CUSTOMER][NEUTRAL] It's full of.
[AGENT][POSITIVE] Yeah. Yeah, but we did. We had so much fun and uh the water is beautiful, of course. I just, I just love water and you could just see a lot of little fish swimming around. Mhm.
[CUSTOMER][NEUTRAL] Yeah, which
[CUSTOMER][NEUTRAL] You and me, me too.
[CUSTOMER][POSITIVE] Me too. That's where my, my deepest depths of my soul is at peace when I'm around water.
[AGENT][NEUTRAL] Yes, yes, yeah.
[CUSTOMER][NEUTRAL] What um what's your favorite island real quick.
[AGENT][NEUTRAL] I would have to say.
[AGENT][NEUTRAL] Because we've been to, we've been to [PII] and [PII].
[AGENT][NEGATIVE] And I like mess up.
[CUSTOMER][NEUTRAL] Do you
[AGENT][NEUTRAL] Yes, because it's.
[AGENT][POSITIVE] To me it was just so beautiful and then you get to see um I think it was Atlantis, the hotel Atlantis in uh over there, and it is beautiful.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is it? I wanna.
[AGENT][NEUTRAL] Mhm. We went, we went there the first time we went to the [PII] with another, another some more of our friends.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it is beautiful.
[CUSTOMER][NEGATIVE] Mm, girl, you got, oh, I'm itching now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I got to go itch.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So that's what I know, but uh I guess once she, I, I wanna go to like some of the other ones like Tur Turks and Caicos.
[CUSTOMER][NEUTRAL] Uh, I'm gonna get there one day.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Uh, I really wanna go to the like [PII] or somewhere like that.
[CUSTOMER][NEUTRAL] Heck yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Cause they stay in a bungalow over the water. Mhm. That's, that's my dream too, girl, but I see you in our dreams.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, OK, look, when, when you, let, let, let me know when you and your daughter get ready to go. I'm like, hey, can we tag along?
[CUSTOMER][NEUTRAL] Uh, you probably get there.
[CUSTOMER][POSITIVE] That's right. Absolutely, you know.
[AGENT][NEUTRAL] Cause you guys be everywhere.
[CUSTOMER][POSITIVE] You know, we go everywhere and I love going everywhere, but she, she likes going.
[AGENT][NEUTRAL] I know it does.
[CUSTOMER][NEGATIVE] To more of the, you know, Spanish, you know, and, but I just want to go back to the [PII] and I can't get her to want to go in that direction.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and see that's kind of like us we keep going south. I be trying to go north, but it's like we always end up going, you know, somewhere south.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Cause we, we were in [PII] in uh in November, like right before [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I like that was so beautiful.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we were supposed to go to, I guess it was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But we, I don't think we got a, we, no, we didn't get a chance to go, uh, because it was just a short trip and so we, we did visit, you know, some more islands, rode the boat.
[CUSTOMER][NEUTRAL] Did you, have you ever been to um the Isla Mujeres Island?
[CUSTOMER][NEUTRAL] Uh, Isla Mujeres.
[CUSTOMER][NEUTRAL] [PII] would be the English way to.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] If you ever go back toward there, go to [PII] and go to the North Beach. It is amazing.
[AGENT][NEUTRAL] OK, OK, see, I don't know.
[CUSTOMER][MIXED] The water's quiet and peaceful, but you have to ride a ferry to get there.
[AGENT][NEUTRAL] Really
[AGENT][NEUTRAL] Then we may have gone there.
[CUSTOMER][NEUTRAL] And it's just a Long Island and you can go from the north end to the south end.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Because we did ride the uh when we saw the ferry but we were actually on a boats and we went there and I know it was like a nice little ride there and we uh got off and they had like all these shops where you could shop and all this kind of stuff but we got kind of got the uh we got the golf courses and just kind of rolled all around.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I bet you did because the only other island that I can think of down that way across from is um Playa del Carmen is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And so then we uh and then we left there and we got back on the boat and we went to another place and they had some uh we got off on the pier and we went to some place to eat and they did have a beach. It was a nice beach.
[AGENT][NEUTRAL] Um, was it they had a little polar bear out there cause I guess they have like some little polar ice, um, club or something like that.
[AGENT][POSITIVE] But it was every, everywhere we went there it was really, really nice when we was down there.
[CUSTOMER][NEUTRAL] That sounds like it's when Mujeres.
[AGENT][NEUTRAL] Yeah, that may have been it. I don't know. I don't know where I was going. I was just going.
[CUSTOMER][POSITIVE] You, I hear you, girl. Just take me. Let me go. Let give me, just let me go. Let me have this fence. I'm ready to roll. Yeah.
[AGENT][NEUTRAL] Yes, I don't know where I was going, but I didn't understand half the stuff they were saying, but we was with some of our friends and they spoke, uh, Spanish, so.
[AGENT][POSITIVE] They translated for us, but it was pretty good.
[CUSTOMER][NEUTRAL] You just like
[CUSTOMER][POSITIVE] Good deal. Oh, I'm so excited about your cruise. I hope y'all have a great time.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] I am, we usually do, honey, cause I, I just love water. I can just stand there and watch that boat ride go across that water and just be at peace and.
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] And it's like when you're in a boat and that rocking starts and you get away. Oh my gosh, it's just like my body is a complete
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Relaxation.
[AGENT][POSITIVE] It does. I do. I can't wait. I already.
[CUSTOMER][NEUTRAL] Oh, I need that. Let's, I got, OK. I'm thinking you can get on the phone I find me someplace to go.
[CUSTOMER][NEUTRAL] You don't do it, [PII].
[AGENT][NEUTRAL] Sorry, [PII].
[CUSTOMER][POSITIVE] Oh, that's funny. Well, look, I appreciate your help with this [PII] and hopefully she'll get that in and I, and if I see it, I'll call [PII] and let her know.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] OK, but I, I got the policy number and I'm gonna watch for it today and tomorrow and I'll send it to [PII] and ask her to watch for it after I leave. No problem.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] All right. I have fun in the sun.
[AGENT][POSITIVE] I will. Thank you so much.
[CUSTOMER][POSITIVE] Thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Alright bye bye.