AccountId: 011433970860
ContactId: 8481864c-789d-4043-b85d-8a491036645f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1430229 ms
Total Talk Time (AGENT): 462774 ms
Total Talk Time (CUSTOMER): 575365 ms
Interruptions: 8
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8481864c-789d-4043-b85d-8a491036645f_20250616T21:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ms. [PII], did I get that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you today?
[CUSTOMER][NEUTRAL] I'm good, thank you. I had a couple questions about my coverage, uh, coverages, the group number and uh reimbursement, um.
[CUSTOMER][NEUTRAL] I would say considerations or rules or regulations. So first, I'd like to, do you need my information to pull up my account on the screen?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, what do you need from me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your policy certificate number?
[CUSTOMER][NEUTRAL] The policy number looks like.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, policy, sir, 025.
[CUSTOMER][NEUTRAL] 846-07
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Oh, hold on, I'm sorry. That's not right. That was the dental. I'm sorry, um, the medical one is this other one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your callback number is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] Verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for the information. I have your policy pulled up.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and it shows that you have dependent on the plan.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And how can I help you, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, so I wanted to find out what's the group number when you like my daughter's going to the doctor for the first time, of course they had to fill out the information. What's the, what's the, what's the group number for the medical plan?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 70052.
[CUSTOMER][NEUTRAL] OK, so that's the same thing as the dental.
[CUSTOMER][NEUTRAL] So that's the same for all coverages, medical and dental?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I was right. OK, I thought it was the uh.
[AGENT][NEUTRAL] Yes, as far as your group number, yes.
[CUSTOMER][NEUTRAL] OK, so I wanna make sure it covers both because when she goes to either she wants to make sure she has proper information right? so.
[CUSTOMER][NEUTRAL] Um, OK, let me make sure.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Next question is, if, since I don't have a, you verify that I don't have a um.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Position restriction or a um oh what is that called? Um
[CUSTOMER][NEUTRAL] A restriction on the position or policy plan for the position of specific position and speak to today.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There's not a, a um specific position that I need to or in-network. There we go. We don't have an in-network um restriction, do we?
[AGENT][NEUTRAL] Now, the plan does
[AGENT][NEUTRAL] Participate in the multi-plan network.
[AGENT][NEUTRAL] Which I can provide you their website so you can check to see if the doctor that you want to see participates in the multi plan and with the multi plan.
[AGENT][NEUTRAL] The doctors are, well, providers charge a lesser fee.
[AGENT][POSITIVE] But I'll be more than happy to give you that website in order to check to see if the doctor that your daughter wants to go to or needs to go to is in the network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so another question I have for you is, if a doctor's not in that particular network, cause when I called earlier, they told me I didn't have a network that I was restricted to. Now you're telling me I do. I mean, it's fine, but it was just a false information moving forward, um, so we have a very specific doctor we like to uh work with for my children.
[CUSTOMER][NEUTRAL] Um, if the doctor is not in network, is there a procedural way for me to, to request the doctor to be added to the network?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] And as far as with APL we can't make the.
[AGENT][NEUTRAL] We cannot make the request that was that's totally up to the provider actually.
[AGENT][NEUTRAL] So we don't have any governing over if they participate or not in the network.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So who's the provider then?
[CUSTOMER][NEUTRAL] You're talking about the doctor.
[AGENT][NEUTRAL] The provider, yes.
[CUSTOMER][NEUTRAL] I'm sorry, uh, because the phone is breaking up. It's kinda hard to hear you, um.
[CUSTOMER][NEUTRAL] Um, OK, so you're talking about the, the position themselves.
[AGENT][NEUTRAL] Yes, the provider will be the doctor.
[CUSTOMER][NEUTRAL] OK, so the physician actually has to say we, we will accept this insurance.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Correct. And if they do not accept the insurance, Mr. [PII], we do reimburse, of course, for covered services. Now, um, with an office visit.
[AGENT][NEUTRAL] I think you it would would be for an office visit, is that correct?
[CUSTOMER][NEUTRAL] Yes, she's there at the office right now.
[CUSTOMER][NEUTRAL] And I'll have the rece I'll pay for the office visi[PII] we'll have the receipt.
[AGENT][POSITIVE] OK, OK, I'm so sorry. OK, so for an.
[CUSTOMER][NEGATIVE] I'm, I'm sorry. Uh, um, give me one second cause the phone is breaking really bad.
[AGENT][NEUTRAL] I am so sorry. Let me, let me see, maybe it's my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] This one
[CUSTOMER][NEUTRAL] Because she's about to go off to college.
[CUSTOMER][NEUTRAL] In.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, can you hear me better now?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so my apologies for that. So if she's at the doctor's office right now, you do do reimbursements. Is there only a percentage for reimbursement because she needs her shots for college because she's starting the university this year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's coming for.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] Now for the reimbursement for it.
[CUSTOMER][NEUTRAL] So how does that work?
[AGENT][NEUTRAL] Yes sir, I'm so sorry for the reimbursement for an office visit, um, let me give you this disclaimer first. Please note verification of benefits provided does not guarantee payment, which simply means or means that I cannot guarantee payment over the phone without a claim in office to be reviewed and processed for.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For an office visit, the maximum that we will pay is $75.
[AGENT][NEUTRAL] For the visit, each member is allowed 5 visits per year. That could be with a PCP or a specialist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's only for the office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 75 up to 75 reimbursement.
[CUSTOMER][NEUTRAL] OK. And uh what about uh other treatments there? What else, what are the reimbursements do we have available on this plan?
[CUSTOMER][NEUTRAL] So she's going in like I said for her shots or or any of that.
[AGENT][NEUTRAL] OK. Now in regards.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] I'm sorry, um, the, as far as benefits being reimbursed or if it's been payable, it has to be due to a sickness or an injury.
[AGENT][NEGATIVE] It does not pay for it um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A preventative visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now in regards to the immunization shots for college, um, you can submit submit it in for review. I cannot guarantee over the phone that that will be covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Um, is it, uh, based on what you've seen, is it, is it likely, and I'm not saying you're saying yes or no, cause I understand you can't guarantee it, but I wouldn't waste the time if it's something that you guys say, you know, normally we wouldn't cover that. You can send it in all you want, but we don't normally cover it.
[CUSTOMER][NEGATIVE] It's just about the time, waste time, time wasting of time for me, that's all. Instead of going to something I know it's not gonna get accepted.
[CUSTOMER][NEUTRAL] Or approved.
[AGENT][NEUTRAL] OK, so you're asking me, would it be covered?
[CUSTOMER][NEUTRAL] If that makes sense.
[CUSTOMER][NEUTRAL] No I'm, I, I'm saying that I understand you're, you're saying that you can't guarantee it what it is. What I'm asking is from what you've seen, how long you've worked there, it is something that would normally be, no, we're not covered, they normally wouldn't cover that regardless. So whether I submit it or not, it's one of those things that you know that they're not cover.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment, OK, um, this particular policy or.
[CUSTOMER][NEUTRAL] This is, this is a generic question.
[AGENT][NEUTRAL] Yes, I understand, I understand, but this particular um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Product I did not process for so if you would please hold the line for me, I can ask that question, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] OK, all right, thank you so much. One moment. You're welcome.
[CUSTOMER][POSITIVE] OK thank you appreciate that mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][POSITIVE] Oh my gosh, [PII]. Hi [PII]. Hi, this is [PII]. How are you this afternoon?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm good. What about you?
[AGENT][NEUTRAL] OK, so I have a question for you. I have a.
[AGENT][NEUTRAL] I'm good. I'm sorry, [PII]. Um, I have the insured on the line with a question I think I know the answer to, but I just wanted to, um, ask, so, um, the policy number is 2584605.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII]. He wants to know, um,
[AGENT][NEUTRAL] Alright
[AGENT][NEGATIVE] It is immunizations covered, they are not correct.
[AGENT][NEUTRAL] This is for college. His, his daughter's going to college.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me one second to pull this policy up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ouch.
[CUSTOMER][NEUTRAL] Come on baby.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Is our computer slow.
[AGENT][NEUTRAL] M is low.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It doesn't say whether it is or it's not.
[CUSTOMER][NEUTRAL] But I'm guessing if it's
[CUSTOMER][NEUTRAL] It has to be due to a sickness or injury.
[AGENT][NEUTRAL] Mhm. I did tell him that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In order, yeah.
[CUSTOMER][NEUTRAL] And so, uh.
[CUSTOMER][NEUTRAL] If the, if the immunizations are not due to a sickness or injury, then they would not be covered.
[AGENT][NEUTRAL] OK, all right. I'll just reiterate that again.
[CUSTOMER][NEUTRAL] So just a preventative measure, I would say no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, alright, thank you, [PII].
[CUSTOMER][POSITIVE] All right, no problem.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] OK, great, bye bye.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Mr. [PII], OK, sorry about that. Sorry I lost you for a second. OK, um, and I do apologize, um, if it's not due to was sickness or an injury, it will not be covered.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, that that's why I just kinda wanted to make sure because I don't wanna waste the time of send anything in and we know it's not gonna get approved, so, OK, um, thank you so much. I guess I have to work the doctor's side of things to see if they'll actually approve the insurance. So, um, another question for you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Of course.
[CUSTOMER][NEUTRAL] When, so it is in-network and we do have a website to find uh doctors that will accept the insurance.
[CUSTOMER][NEUTRAL] Um, which is gonna have to happen anyway cause my daughter's going away to school in [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And she shouldn't have any issues in [PII] obtaining uh insurance coverage, should she?
[AGENT][NEUTRAL] No, no. And what you do is, um, once you go to the website, it'll ask you for um the type of doctor or provider that you're looking for, but it's like um PCP or provider and then ask you for your zip code.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um, that's when you put in the zip code, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So
[CUSTOMER][NEUTRAL] And I think that's my last question here is uh to talk to the doctor's office and see the.
[CUSTOMER][NEUTRAL] Cover everything. Um, that was it for me. I just wanted to find out and when I, when am I eligible? Are there any other plans, uh, here's another question. Um, are you familiar with all the plans available?
[AGENT][NEGATIVE] That, no, sir, I am not.
[AGENT][NEUTRAL] Now what you have is through your employer um it's a group I'm sorry it's a group plan through your employer um I'm not sure what else may be available to you but it this is a group policy.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Or bundle for your group, yes sir.
[CUSTOMER][POSITIVE] It is OK, right, I'll, uh, yeah, I'll reach back to them and see what they swap out or changes or anything. Alright, that's, that's pretty much all I had because other questions are not in your particular warehouse. I definitely appreciate the professionalism of your time and if we have any issues to call in, is it the [PII] number to call directly?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][POSITIVE] OK, because I usually dial uh benefits in the card and they transferred me over to you.
[AGENT][NEUTRAL] Yes sir, you can call us direct at the [PII] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And, um, are you able to transfer me back there or do I need to call them on my own?
[AGENT][POSITIVE] You're welcome. You're welcome.
[AGENT][NEUTRAL] OK, let's see here, um, give me a moment here, Mr. [PII] and let me just check and see.
[CUSTOMER][NEUTRAL] And if you can.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK, uh, let me see, how can I see that.
[AGENT][NEUTRAL] OK, so just to make sure that number [PII].
[CUSTOMER][NEUTRAL] OK, and I see on the back of the card it has the [PII] website and then or the [PII] number.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] What's the phone number to call?
[CUSTOMER][POSITIVE] OK, we can get a provider there that'll probably uh cover.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, what she needs.
[AGENT][NEUTRAL] OK, so let me see if I can get you.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Back to benefits in a card.
[AGENT][NEUTRAL] You're welcome. Well, I was gonna try to see if I can transfer the benefits in the card, um.
[AGENT][NEUTRAL] Did you have a number because I will have to transfer your call of course did you have a direct number for them or the toll free number for them just to make sure that I have the correct number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yes ma'am, I do, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what I have to so if you want I can transfer your call over to them of course you may be speaking to someone differently than you spoke to earlier.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] If you did call earlier.
[CUSTOMER][NEUTRAL] No, that's no problem. It's a different question. It's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Make sure I have the same info. I appreciate your time.
[AGENT][NEUTRAL] OK, if you want, OK, you, you as well, but do you want me to transfer your call or are you gonna just call on your own?
[CUSTOMER][POSITIVE] Have a good week.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that's fine. No, you can transfer.
[CUSTOMER][NEUTRAL] You don't mind.
[AGENT][POSITIVE] OK, alright, thank you so much. I don't mind at all hold for me please please thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. My name is [PII]. Can I assist you?
[AGENT][NEUTRAL] Hi [PII] hi this is
[AGENT][NEUTRAL] [PII]. I have a mutual member on the line, Mr. [PII].
[AGENT][NEUTRAL] What information do you need from me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I need the name of the staffing agency and then his last four social, number of his social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the group number is 70052.
[AGENT][NEUTRAL] And the last four of the social, give me a moment.
[AGENT][POSITIVE] Thank you for your patience. It is [PII].
[CUSTOMER][NEUTRAL] OK, and then, um, do you know what staffing agency he works for?
[AGENT][NEUTRAL] Um, the one in particular.
[CUSTOMER][NEUTRAL] Or the first and last name?
[AGENT][NEUTRAL] OK, his name is [PII].
[CUSTOMER][NEUTRAL] Of the member.
[CUSTOMER][NEUTRAL] Oh, can you spell that name?
[AGENT][NEUTRAL] Yes the first name is
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last name is [PII] that's spelled [PII] I'm sorry, you're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you. Let's see.
[CUSTOMER][NEUTRAL] And then by any chance is um.
[CUSTOMER][NEUTRAL] Is the member the policy holder or are they put down as a dependent because of it.
[AGENT][NEUTRAL] He is the host.
[AGENT][NEUTRAL] He is the policy holder.
[CUSTOMER][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] And then that was [PII].
[CUSTOMER][NEUTRAL] So the first name?
[AGENT][NEUTRAL] The last is [PII] like [PII] for the first name [PII].
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And that was [PII]?
[AGENT][NEUTRAL] Yes, it's two [PII] actually, [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And and he is the policy holder. You're welcome.
[CUSTOMER][NEUTRAL] OK, I see ending 3099 for the last four, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you guys are located in [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, you guys are located in [PII]?
[AGENT][NEUTRAL] Well, he is located in [PII]. His um city and state is [PII], but I am not located in [PII].
[CUSTOMER][NEUTRAL] Got you. OK. And then um how can I help you? I have him, his file opened up already.
[AGENT][NEUTRAL] OK, he actually wanted to speak with someone in benefits in the card. um, again, this is, um, [PII]. I'm gonna transfer the call over. He has some questions. I have already helped him with his medical, um, policy, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][POSITIVE] OK give me one moment please thank you.
[CUSTOMER][NEUTRAL] part of the I can.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, sorry for the delay. I have, I have [PII] on the line with benefits in a card.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Most definitely.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Her, her name is. OK, you're welcome. So I'm going to just for the call, OK.
[CUSTOMER][POSITIVE] All [PII]. Have a good day. Thank you.
[AGENT][POSITIVE] And you have, and you have a great day, sir. You too.
[AGENT][POSITIVE] Thank you take care bye bye.
[CUSTOMER][POSITIVE] Thank you.