AccountId: 011433970860
ContactId: 864b86d7-c31e-41d8-ad81-755a5a5d100f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1235819 ms
Total Talk Time (AGENT): 574763 ms
Total Talk Time (CUSTOMER): 568316 ms
Interruptions: 11
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/864b86d7-c31e-41d8-ad81-755a5a5d100f_20250131T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I am calling. My sister has insurance with y'all and my other sister has called you this morning and I am with [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So she was to give us permission to, you need permission from her.
[CUSTOMER][NEUTRAL] To talk to me about this policy.
[AGENT][NEUTRAL] Right, if you're not listed under the policy, yes, we would have to have her uh verbal consent and be able to verify her information. Um, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes, and it's, it's [PII]. It's her insurance.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] But, and, but let me go, you know, she's sick, she's really about sick, so just hang on and let me get in there with her to.
[CUSTOMER][NEUTRAL] She's in the bed and I'm
[AGENT][POSITIVE] No worries, um, really quick, [PII], before we go any further, um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then do you have the policy number so I could go ahead and get it pulled up?
[CUSTOMER][NEUTRAL] OK. And let me, let me get the right paper now with this, I, I've got, I've got a lot of stuff going on here with trying to straighten out a bunch of her stuff and
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it is, uh, I think this is the policy number 00459140.
[AGENT][POSITIVE] OK, give me just a moment let me make sure that's right.
[AGENT][NEUTRAL] OK, yes, alrighty, so I will go ahead and speak with [PII]. I'm sorry you're gonna have to bother her while she's sick.
[CUSTOMER][NEGATIVE] Yes, uh, will it take much because she is not good.
[AGENT][NEUTRAL] Oh no, I just need to verify her info and make sure that it's OK from her that we speak with you.
[CUSTOMER][NEGATIVE] OK. Well, I know she is not feeling well at all this morning. It's been a, it's been a bad but.
[AGENT][POSITIVE] Sure, I'll try to go as quick as I can.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Can you, can you talk to this lady and tell her that it's OK for me to talk to her about your insurance?
[CUSTOMER][NEUTRAL] Ma'am, it's OK for her to stop because you got to verify that you're [PII].
[CUSTOMER][NEUTRAL] And this is everyone's so calendar.
[AGENT][POSITIVE] Hi [PII], how are you? I'm so sorry to have to bother you while you're sick.
[AGENT][NEUTRAL] I'm just gonna verify some information really quick from you and then I can let you go. Um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEGATIVE] I didn't understand you.
[AGENT][NEUTRAL] I'm sorry, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then do we have permission to speak with [PII] on your behalf?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you so much, [PII]. I hope you get feeling better soon.
[AGENT][NEUTRAL] You can hear me back. I'm, I'm won't bug you anymore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Did you get what you needed?
[AGENT][POSITIVE] OK, alrighty, so we, yes, yes, and I again I apologize if that was necessary, um, all right, so, uh, what can we do for you today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On that policy, it is for, I don't know who all is on it. I know it's for [PII] and [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, [PII] has passed away.
[AGENT][NEUTRAL] OK, OK, I'll make a note of that. Um, do y'all have, uh, the death certificate?
[CUSTOMER][NEUTRAL] I do, and we have sent, and I'm sure we, we have already filled out one paper and send it in and I thought maybe it was uh another insurance company that's dealing with our car.
[CUSTOMER][POSITIVE] He filled, filled out the paper, helped me fill out the paper to send in, and he mailed it in without my death, death certificate. Do you have that paper?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I am not showing that we have received that no, um.
[AGENT][NEUTRAL] Give me just a moment. So no, I'm not showing that we have received that for [PII], so I can give you our um we've got a mailing address and a fax number, uh, whatever would be easier for you.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Excuse me, which one would be the fastest, the fast?
[AGENT][POSITIVE] If you're able to fax, yes, that would definitely be quicker.
[CUSTOMER][NEUTRAL] OK. I think my sister has, already has that on her phone. It was sent to her, hers.
[CUSTOMER][NEUTRAL] And we
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it a a paper that we filled out already.
[AGENT][NEUTRAL] It was OK, let's see.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] And, and you, you need that same paper that we're gonna filled out, so we have to fill it out again.
[CUSTOMER][NEUTRAL] Is that what you need? What?
[AGENT][NEUTRAL] I'm not quite sure which paper you're referring to. Um, give me just a moment if you don't mind. I'm going to, uh, put you on a brief hold, uh, just to make sure, um, I'm gonna reach out to our customer service department just so that they could take a second look, um, because I do see where that was actually.
[AGENT][NEUTRAL] Looks like that was in December.
[AGENT][NEUTRAL] That we were speaking with um [PII].
[CUSTOMER][NEUTRAL] Uh, December, yeah.
[AGENT][NEUTRAL] Looks like we're speaking with [PII] um regarding that so I don't see records that it's been received um but I do see that note that we had discussed sending that to us so if you don't mind I'm just gonna put you on a hold for just a moment um and reach out to them really quick. I'll get right back with you OK? that way we're not having to do anything unnecessarily.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You did.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Oh yeah, yeah, let's do this as quick as we can.
[AGENT][POSITIVE] Of course alrighty give me just a moment, OK?
[CUSTOMER][POSITIVE] No, I don't mean to do this today. It's quick. I mean, let's get this process as quick as we can for so.
[AGENT][NEUTRAL] Of course, OK, um, did you want me to wait on this? Was there something else, uh, that you needed besides.
[CUSTOMER][POSITIVE] No, I want, no, I want you to go ahead and do this, see what we've got to have to get this. I know [PII] is gonna get money back and that's what we need to help her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see. OK, so we just need to make sure that um [PII] is removed from the policy.
[CUSTOMER][NEUTRAL] With her medical bills.
[CUSTOMER][NEUTRAL] Yes, and, and what we will get, we would be in reimbursed now for what she has said on this.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yes, especially once we get um that death certificate, um, depending on how long ago it was, yes, he would get a refunded amount because he is still showing active under this policy.
[CUSTOMER][NEUTRAL] Yeah. Uh, well, he died. Yeah, he, he died um in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness yeah OK alrighty yeah let's go ahead and get this squared away so I'm just gonna put you on a hold real quick, [PII] and I will get right back with you OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing all right, thank you. So I've got a member on the line um I'm actually speaking with her sister. I was able to get verbal consent and all that fun stuff. Um, it's a cancer policy and I guess her spouse, which is still showing active, he had passed away back in [PII]. Um, and I see a note, they said that they did send in a death certificate, um, and I see a note where we spoke with them about it in December, but I'm not showing that we received it, but either way, we could get him removed.
[AGENT][NEUTRAL] I, right?
[AGENT][NEUTRAL] Even without it?
[CUSTOMER][NEUTRAL] Well, we have to have the, no, we'd have to have it to remove him. Um, what's the policy number?
[AGENT][NEUTRAL] OK, even if it's the spouse, OK, yeah, it's um 459,140.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see. Yeah.
[CUSTOMER][NEUTRAL] Cavender.
[AGENT][NEUTRAL] Yeah, I saw a note from uh December where someone was speaking with her about um emailing us the death certificate and she said that they did but I don't see anything that saying that we have.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I don't see a note about a death certificate.
[AGENT][NEUTRAL] Um, hang on, let me.
[CUSTOMER][NEUTRAL] Didn't you all have the same notes as us.
[AGENT][NEUTRAL] Yeah, um, it's a claims note. It was, uh, [PII]. It's, uh, [PII], um, made the note. It was an email.
[CUSTOMER][NEUTRAL] Maybe that's why I can't see it because it's a claims note.
[AGENT][NEUTRAL] Oh, weird. I thought we could all see the same stuff.
[CUSTOMER][NEUTRAL] I guess not.
[AGENT][NEUTRAL] Huh. Well, OK. Well, you would still be able to know if um we received it though, right?
[CUSTOMER][NEUTRAL] OK, so you do see that.
[CUSTOMER][NEUTRAL] Yeah, I can check and see. Hold on, let me see. And I
[AGENT][POSITIVE] OK, OK. That's interesting. I learned something new.
[CUSTOMER][NEUTRAL] Yeah, I mean, we, we could take them off without a death certificate like during their open enrollment, but we wouldn't be able to, well, not like open enrollment, but like uh policy anniversary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] Um, yeah, but then they wouldn't get their back premium for the difference.
[AGENT][NEUTRAL] Yeah, and that's the whole thing thing that they need apparently.
[CUSTOMER][NEUTRAL] Yeah, so we would need that death certificate to have a um paper trail on when he passed away. So how far back the premiums need to go right, let me see.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] Does she have any other policies maybe or is this the only one? Let me see.
[AGENT][POSITIVE] Oh that's a good question.
[CUSTOMER][NEUTRAL] She has 2, so sometimes I send in stuff and it only gets put into one. So let me check the uh the intensive care policy too and make sure that.
[AGENT][NEUTRAL] Oh yeah, she does.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, see, he's lapsed on that one. I didn't even look.
[CUSTOMER][NEUTRAL] I bet that's what happened, yeah, I bet that it only got put on one policy.
[AGENT][NEUTRAL] Yeah, well,
[CUSTOMER][NEUTRAL] Well, I don't see it on this one either.
[AGENT][NEUTRAL] No, I don't either. I just like.
[CUSTOMER][NEUTRAL] What in the world.
[AGENT][NEGATIVE] I saw a note that said refund of premiums, but that was from [PII]. I was like, oh no, that can't be it.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Due to expiry age, uh, he aged out of this policy, so that's why he's, he's dropped off of here. OK, so yeah, we don't have it.
[AGENT][NEUTRAL] Ah,
[AGENT][NEUTRAL] So they just need to send it again, OK.
[CUSTOMER][POSITIVE] Yeah and they can send it by email and we can get it done today.
[AGENT][NEUTRAL] OK, OK, well I was gonna just give her, she said that she could fax, so I mean what do you think email would be faster?
[CUSTOMER][NEUTRAL] I mean email is faster I think because even with the fax it has to be loaded in to on and then sent to somewhere and then sent to somewhere so the email to me the email is faster um because they'll get sent straight to y'all and then y'all will put it in the hub and then you know we go out there and assign it to ourselves so um yeah.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Got it. OK, I will let her know. I appreciate you looking thank you.
[CUSTOMER][NEUTRAL] No problem. Is this my state? Let me see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Come on, yes, I mean this is my state so I'll be looking for it if you, if you see the email come through I'll be looking for it so I can get it done for them today since they've been waiting on it.
[AGENT][POSITIVE] OK, cool.
[AGENT][POSITIVE] Awesome sounds good. OK, cool, thank you for your help, memory.
[CUSTOMER][POSITIVE] No problem have a good day.
[AGENT][NEUTRAL] All right, you too, bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][POSITIVE] Alright, [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] I am 2.
[AGENT][POSITIVE] OK, I appreciate your patience so they did go back and look and it does not look like we did receive it um so I did speak with them they said if you're able to you can actually email it to us and we should be able to get it taken care of for you today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you able to email it to us?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, yes, I'll email it somehow. I'll go, I'll see if my daughter is at home before she can email it to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, I can give you um our email address. Let me know when you're ready for that unless you have it.
[CUSTOMER][POSITIVE] OK, I'm ready.
[CUSTOMER][POSITIVE] I'm ready. Just give me, just be patient with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is this capital letters?
[AGENT][NEUTRAL] It can be lowercase.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It can be lower, yeah, that's fine.
[CUSTOMER][NEUTRAL] OK. All right, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII], so the word [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh [PII]
[AGENT][POSITIVE] Correct, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, so it should be [PII].
[CUSTOMER][NEUTRAL] Uh, this is the email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I will email the, get this emailed to you today.
[AGENT][POSITIVE] Alright sounds good and we will be on the lookout so we can get that taken care of for you mhm.
[CUSTOMER][NEUTRAL] So, I want.
[CUSTOMER][NEUTRAL] All I, all I need is this death certificate.
[AGENT][NEUTRAL] Yes, if you wanted to reference the policy in the body of the email, um, the policy number, the one that you gave me that began with the 004, uh, you can, that might make it go a bit quicker, but other than that, that's all we need is that death certificate.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, alrighty, I will get it sent to you.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Now tell me what, when, when you get this, what, what are you gonna do? Just take, you'll take [PII]'s name off of this?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Correct, we will get him taken off. We'll be able to calculate, um, of course since you said that he passed in [PII], we'll be able to calculate that full premium refund amount, uh, to be able to get that issued.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what will it, how much will it be for [PII] to keep this policy on her?
[AGENT][NEUTRAL] I could
[AGENT][NEUTRAL] Oh I see um we'll have that information as well uh once he's taken off um then what it would be for a single versus a family so once we have that we'll be able to get that information processed and let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, now, can she put her son that is taking care of her, lives with her and taking care of her? Can she put him on this?
[AGENT][NEUTRAL] Absolutely, um, and now, do you know, does he have power of attorney?
[CUSTOMER][NEUTRAL] He does not. Uh, she is still.
[AGENT][NEUTRAL] He does not. OK, that's perfectly fine.
[AGENT][NEUTRAL] Um, he could be listed as a beneficiary, um, or he could also I can send you a form if you'd like, um, for third party authorization, um, and essentially what that is is, you know, we wouldn't have to continuously, uh, need [PII]'s, uh, to verify her information and get permission if someone has that third party authorization we could speak with them regardless about this policy.
[CUSTOMER][NEUTRAL] Uh, well, I am.
[CUSTOMER][NEUTRAL] OK. Well, that would be me, I guess, because
[AGENT][NEUTRAL] Did you want me to get that sent to you? Perfect. OK.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] With her hospice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am her, I, I, I speak for her when she can.
[AGENT][POSITIVE] Got you, yes.
[CUSTOMER][NEUTRAL] I, and I know her bank account taking care of all that, but I'm not power of attorney.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK, yes, so, um, I can send you this form that would just show again that third party authorization that regardless of if you know she's filling up the token or she's not available we have that full permission to speak with you uh regarding anything for this, uh, policy. So, um, did you want me to I can email that to you if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, let me get, I don't know where I'm gonna email it from and get the email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm gonna see if my son-in-law is off for where he can email this and take care of it because he can, he's got a printer, he can send it on, he's got everything at his home. He
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] He does everything for the fire department, and I think he could get everything sent to you. And then maybe you could send what you need back to him for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect. If he would include that information, um, just somewhere in the if he sends us, you know, if he's the one to send us the death certificate or anything like that, if he would ask for that third party authorization form, we'll be able to send that.
[CUSTOMER][NEUTRAL] Alright, let me write this down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] S 4
[CUSTOMER][NEUTRAL] Third
[CUSTOMER][NEUTRAL] Party.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Third party
[AGENT][NEUTRAL] Authorization form authorization form.
[CUSTOMER][NEUTRAL] Piper
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright it's spelled that.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Spell that.
[AGENT][NEUTRAL] Sure, um, OK, so authorization oh my goodness, I have to look at it, um, it's a you.
[AGENT][NEUTRAL] EH
[AGENT][NEUTRAL] Station, OK, I can type it, yes, OK, so A U T H.
[CUSTOMER][NEUTRAL] T H
[AGENT][NEUTRAL] OR
[AGENT][NEUTRAL] I Z
[AGENT][NEUTRAL] A T
[CUSTOMER][NEUTRAL] 80
[AGENT][NEUTRAL] Yes, ION.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right. Authorization, third party authorization.
[AGENT][NEUTRAL] Form, yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, I gotta have 4 on there.
[AGENT][POSITIVE] No, just for the you're aware it's perfectly fine.
[AGENT][NEUTRAL] Alrighty. Was there anything else? No, you're fine. Uh, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, I, I, I don't, I don't think so. I don't know.
[AGENT][POSITIVE] All right, no that's perfectly I know that was a lot of information um but yeah if you have any other questions, uh, give us a call back um and we'll do what we can to help, OK?
[CUSTOMER][POSITIVE] Well, I hope I, if I have to call back, I hope I get you cause you've been so nice.
[AGENT][POSITIVE] Oh, that's sweet thank you I appreciate it. I promise everybody else is nice too.
[CUSTOMER][NEUTRAL] OK. OK. So all, all I'm gonna have to have emailed to you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Death certificate and ask for a third-party authorization form.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. I appreciate it so much.
[AGENT][POSITIVE] Thank you. Absolutely, yes ma'am, whatever we can do.
[AGENT][POSITIVE] I hope you have a great rest of your day. Bye bye.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Uh, you too. Thank you. Bye-bye.