AccountId: 011433970860
ContactId: 8951634e-cb20-4f0c-93c6-45447a64cd2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3698340 ms
Total Talk Time (AGENT): 387081 ms
Total Talk Time (CUSTOMER): 1248979 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8951634e-cb20-4f0c-93c6-45447a64cd2f_20250506T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, and uh I have American Public Life Insurance and I had um cancer surgery in January and I have submitted papers to American Public Life and, and I have the most difficult time getting information that is what y'all say is necessary from my doctor and all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean, I called last week I think or a week before and somebody said I need something, something 1500. Well, I called the surgeon's office and they didn't have anything that sounded like that for and I'm just so frustrated. I don't know why.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's so difficult to get information to y'all.
[AGENT][NEUTRAL] OK. Well, I can definitely assist you with your claim. If we need to call the provider together, we can, um, but it sounds like the billing information is needed, but I can look into the claim and see. Um, may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] It is 00623211.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right. And I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[AGENT][NEUTRAL] And let's see what's going on.
[AGENT][NEUTRAL] Is this for Methodist Hospital for [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what this is, hold on one moment.
[AGENT][NEUTRAL] OK, so you need the surgery bill for anesthesia.
[AGENT][NEUTRAL] And what's the second one? Hold on one moment.
[AGENT][NEUTRAL] Surgery bill. OK. Um, so let me pull up these documents and if I need to reach out to Methodist, I can. Hold on one second, I'm just trying to get everything in one place.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so basically we paid out on the claim, but for the two that we deny, we need the itemized billing so that we can prove medical necessity. Um, we have a bill, but it shows like the the treatment and how much was paid, but we need to know why, um, so we can prove medical necessity. So if you don't mind, I'm gonna place you on a brief hold and reach out to Methodist on the other line to try to see if I can reach them to request the documents.
[CUSTOMER][POSITIVE] Oh, that would be so great because I've tried and I get all confused and everything.
[AGENT][NEUTRAL] Yes, ma'am. Um, well, hold on one moment for me, OK? I'm gonna call them on the other line, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Labor.
[AGENT][NEUTRAL] Oh, that's what it is. We, we don't have anything from them. OK, hold on.
[CUSTOMER][NEUTRAL] Thank you for calling. Your call will be recorded, the continuaen espanol preciocho.
[CUSTOMER][NEUTRAL] Thank you for calling the customer service department of Methodist Hospital. I'm your new virtual assistant here to help you with tasks like making a payment, checking a balance, or requesting a statement. How can I help you today?
[AGENT][NEUTRAL] Representative.
[CUSTOMER][NEUTRAL] I'm happy to connect you to an agent, but I need some additional information. In a few words, please tell me what you're calling about.
[AGENT][NEUTRAL] Billing
[CUSTOMER][NEUTRAL] Sure, I can help you with billing. What would you like to do? You can say things like make a payment, account balance, or statement.
[AGENT][NEUTRAL] Itemized bill.
[CUSTOMER][NEUTRAL] What is your relationship to the patient? If you are the patient, you can say, I'm the patient.
[AGENT][NEUTRAL] Patient
[CUSTOMER][POSITIVE] Great, thank you. Let's find the account you're looking for. You can find this number on your most recent statement. What's the account number?
[AGENT][NEUTRAL] Representative.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get that. Please say or use your keypad to enter the full account number.
[CUSTOMER][NEUTRAL] What are the last four digits of the patient's Social Security number?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get that. Please say or use your keypad to enter the last four digits of the patient's Social Security number.
[CUSTOMER][NEUTRAL] Before we transfer you, please provide the account number.
[CUSTOMER][NEUTRAL] You said [PII]. Is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Please wait while I connect you to an agent.
[CUSTOMER][NEUTRAL] Thank you for calling the customer service department. My name is [PII] on a recorded line to better assist you. May I have the account number that you're calling in regards to?
[AGENT][NEUTRAL] Hey, um, so my name is [PII]. I have the member on the other line as well. I'm calling from American Public Life. Um, when you ask for the account number, are you wanting ours or a number on your claim form?
[CUSTOMER][NEUTRAL] Uh, it would be most, um, like the account number that was signed on the statement that would have been sent if a statement's been signed usually is that one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This isn't really a statement.
[CUSTOMER][POSITIVE] If you don't have one, that's OK. How, how can I help today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm trying to get a copy of the surgery bill. So basically there's a um she had a surgery, the claim was filed, but it was filed without the itemized billing, so we just need the itemized bill so we can continue process and we've paid out on some, um, we just need to pay the rest.
[CUSTOMER][NEUTRAL] OK, understood. Bear with me one moment while I get you over to our dedicated insurance team.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Your current estimated wait time is more than 5 minutes.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[AGENT][NEUTRAL] I don't know if I should try the other number or not.
[CUSTOMER][NEGATIVE] Yeah, I don't. This is what I get. I mean, I didn't, I wasn't able to even get in to talk to anybody. It's just the most frustrating thing.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try the other number. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling. Your call will be recorded. [PII] [PII].
[CUSTOMER][POSITIVE] Thank you for calling the customer service department. I'm your new virtual assistant here to help you with tasks like making a payment, checking a balance, or requesting a statement. How can I help you today?
[AGENT][NEUTRAL] Representative.
[CUSTOMER][NEUTRAL] I'm happy to connect you to an agent, but I need some additional information. In a few words, please tell me what you're calling about.
[AGENT][NEUTRAL] Billing documents.
[CUSTOMER][NEUTRAL] Please allow up to 30 days to receive previously requested records. OK, let's narrow down what kind of records you need to request records of a patient's medical history, say medical records. If you want a statement, say statement. If you need an itemization of hospital services, say itemization. You can also just ask for your current balance if you don't need a copy.
[CUSTOMER][NEUTRAL] For other requests like a zero balance letter, say other records.
[AGENT][NEUTRAL] Representative.
[CUSTOMER][NEUTRAL] Please wait while I connect you to an agent.
[CUSTOMER][NEUTRAL] Your current estimated wait time is less than 5 minutes.
[CUSTOMER][NEUTRAL] Thank you for calling customer service department. This is [PII] on a recorded line. How may I assist you?
[AGENT][NEUTRAL] Hey, um, I'm trying to get
[AGENT][NEUTRAL] A copy of the itemized bill or universal bill. Um, I was transferred to the insurance company, but I was, or not insurance company, insurance line. Um, I'm trying to get the billing. I don't.
[AGENT][NEUTRAL] I need some assistance there.
[CUSTOMER][NEUTRAL] Is this for your account?
[AGENT][NEUTRAL] The insured is on the line as well. I'm calling from the insurance company.
[CUSTOMER][NEUTRAL] OK, give me one second. I would have to get you to the insurance department. They would further assist you, please hold.
[AGENT][NEUTRAL] OK. Do you have a
[CUSTOMER][NEUTRAL] Your current estimated wait time is more than 5 minutes.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So they basically just uh transferred me back to the insurance line. They said they're the only ones that could assist, but I don't know how much longer I can hold, um.
[CUSTOMER][NEUTRAL] See, that's what I'm having, I can't get a hold of.
[CUSTOMER][NEUTRAL] And I've got, I've got something from uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number.
[CUSTOMER][NEUTRAL] If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna have to end the line soon.
[AGENT][NEUTRAL] Um, I can end it and you stay on the line if you'd like.
[CUSTOMER][NEUTRAL] But what do I do?
[CUSTOMER][NEGATIVE] See, I don't know how to get information something I can't get.
[AGENT][NEUTRAL] When you get them on the
[AGENT][NEUTRAL] I was gonna say when you get them on the line, give us a call, but um,
[AGENT][NEUTRAL] Cause I don't, I don't know how long we're gonna be holding and it's a, uh,
[AGENT][NEUTRAL] It's a call center, so.
[CUSTOMER][NEUTRAL] Well, I found out the name of.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] But I can't get
[CUSTOMER][NEUTRAL] So me, can you do that?
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] Can I do what? I'm sorry, I couldn't hear you.
[AGENT][NEUTRAL] I didn't hear what you said.
[CUSTOMER][NEUTRAL] Um, I have a
[CUSTOMER][NEUTRAL] Through my, you know, they have the portals that you go to to me.
[CUSTOMER][NEUTRAL] And I found out
[CUSTOMER][NEGATIVE] but I can't get any information.
[AGENT][NEUTRAL] So basically you're just asking them for a copy of the surgery bill.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] But then I thought that's what I sent you.
[AGENT][NEUTRAL] You sent us, so really there's no billing on here. This is just like a claim form from the hospital?
[AGENT][NEUTRAL] And it just shows like the treatment that was received and the charges for it.
[AGENT][NEUTRAL] But we need to know why, which is the diagnosis.
[CUSTOMER][NEUTRAL] All of our agents are currently assis[PII] other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number.
[CUSTOMER][NEUTRAL] If you do not have this information, please obtain the information and call us back. OK, can you just cut that other one off?
[AGENT][NEUTRAL] Say that again.
[CUSTOMER][NEGATIVE] Can you cut that other, that music off? I can't understand anything.
[AGENT][NEUTRAL] That, oh, that's not me, that's their whole music.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Can I give you the doctor's whatever they sent me from the doctor's office?
[CUSTOMER][NEUTRAL] The service, I don't know if it's right or not, just as she said what they have.
[AGENT][NEUTRAL] Um, I mean, you could, and they they.
[CUSTOMER][NEUTRAL] Can you copy it down?
[AGENT][NEUTRAL] They'll review it, but what they're asking for is the surgery bill from the hospital.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[AGENT][NEGATIVE] I wish they would just come on and answer.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII]. All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back.
[CUSTOMER][NEUTRAL] All of our agents are currently assisting other callers. Please remain on the line, and we will answer your call as soon as possible. If you are a patient, patient advocate, or provider, please call [PII].
[AGENT][POSITIVE] OK, Ms. [PII], I'm gonna have to end the line. Um, I'll, I'll keep you connected with them when they answer the line. If you'd like to give us a call, I'm the only [PII] here. I can definitely assist.
[CUSTOMER][NEUTRAL] All other callers, please continue to hold. All callers must have the patient name and patient date of birth along with the facility name or account number. If you do not have this information, please obtain the information and call us back. I can't understand you with that noise in the background.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm saying I'm gonna have to end the call. Um, I can't hold much longer. It's been almost an hour. Um, I can keep you connected to their line and when a representative comes on, if you want to give us a call, um, we can help at that point, it might be easier to get one of us and to
[AGENT][NEUTRAL] Hold for them.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] So tell me exactly what I need now.
[AGENT][NEUTRAL] You're needing a copy of the surgery bill?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] With the diagnosis codes.
[AGENT][NEUTRAL] The procedure codes.
[CUSTOMER][NEUTRAL] diagnosis code procedure code.
[AGENT][NEUTRAL] And all of the surgery charges?
[AGENT][NEUTRAL] And anesthesia.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] And y'all don't have that y'all didn't get anything.
[AGENT][NEUTRAL] No, what we have here is, um, it's an itemized bill, but it just shows the treatment and the charges.
[AGENT][NEUTRAL] OK, were you wanting me to get you back to the other line to hold for them?
[CUSTOMER][NEGATIVE] No, I don't know what I'm gonna do.
[AGENT][NEUTRAL] OK, well, when you hold for them, if when they come to the line, if you'd like to give us a call back, you can, but we've been holding for about an hour now. I, I can't continue to hold. I don't know when they'll come to the line.
[CUSTOMER][NEUTRAL] OK, so give me the number to call now with the what I call. I'm just all confused now.
[AGENT][NEUTRAL] So our phone number here at at APL is um [PII].
[CUSTOMER][NEUTRAL] The number to call?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's for claims, right?
[AGENT][POSITIVE] Well, this is the customer care team, but yes, we're assisting you with uh one of your claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm gonna connect you back to the line to hold for their representative, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, well, thank you for calling APL, and if you do need us, definitely give us a call and I'm the only [PII] here, OK?
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome, Ms. [PII]. Um, well, thanks for calling APL and hold on one moment while I connect you back, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.