AccountId: 011433970860
ContactId: 8b2b0b7e-e16a-4f9a-bb6a-b4bc6b15da83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2356719 ms
Total Talk Time (AGENT): 442056 ms
Total Talk Time (CUSTOMER): 615268 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8b2b0b7e-e16a-4f9a-bb6a-b4bc6b15da83_20250227T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] here looking for a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status and um may I please get the spelling of your first name and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure, sorry. My name is [PII] and the name of the facility is Integral Rheumatology and Immunology Specialist.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK thank you sir and then [PII] what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] Thank you, sir. And the name of the patient?
[AGENT][NEUTRAL] Name, date of birth and policy number?
[CUSTOMER][NEUTRAL] I have the policy number for you. Uh.
[CUSTOMER][NEUTRAL] It's 022.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 702
[CUSTOMER][NEUTRAL] 66.
[CUSTOMER][NEUTRAL] M as in Mark, L as in love, oh sorry, 8.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, thank you. Let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This one is for Hai So. Date of birth is
[CUSTOMER][NEUTRAL] July, sorry, the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then may I get the date of service and the charge amount, please?
[CUSTOMER][NEUTRAL] So just like.
[CUSTOMER][NEUTRAL] The date of service is
[CUSTOMER][NEUTRAL] You, you said data service, right? I already provide the data service, I believe.
[CUSTOMER][NEUTRAL] [PII], it is.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount?
[CUSTOMER][NEUTRAL] Uh, this one is for $45.05.
[AGENT][NEUTRAL] OK, and then what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] This is the uh like this what is the amount of the primary has paid $45.05.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, got you. Um, thank you so much. I'm gonna put you on a brief hold, [PII], while I look up the claim for us and I'll be right back.
[CUSTOMER][POSITIVE] For sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII]
[AGENT][NEUTRAL] Can you answer one question for me? Can you give me the name of the doctor that the claim was for?
[CUSTOMER][NEUTRAL] The name of the?
[AGENT][NEUTRAL] Yes, you gave me the facility name, but can you give me the name of the doctor the claim was for?
[CUSTOMER][NEUTRAL] Uh, this one is for Doctor [PII].
[AGENT][POSITIVE] OK, thank you so much. I did find the claim.
[AGENT][NEUTRAL] The claim number is 3471094.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was paid $45.05.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Hello. Uh, like, it's 347194.
[AGENT][NEUTRAL] 1094.
[CUSTOMER][NEUTRAL] OK, 1094.
[CUSTOMER][NEUTRAL] And it was spiritual?
[AGENT][NEUTRAL] It was paid with check number 185.
[AGENT][NEUTRAL] 845.
[CUSTOMER][NEUTRAL] It's 185845, correct?
[AGENT][NEUTRAL] 8451.
[CUSTOMER][NEUTRAL] 8451. And it was paid on?
[AGENT][NEUTRAL] It was paid on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was cast.
[CUSTOMER][NEUTRAL] And uh can I
[AGENT][NEUTRAL] It was cashed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the amount of $45.05.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Got it. And uh can you please help me with the uh call reference number as well?
[AGENT][NEUTRAL] Yes, you can use my name [PII].
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][NEUTRAL] OK [PII], can you please uh confirm me like with how many members you can help me with?
[AGENT][NEUTRAL] How many what, sir?
[CUSTOMER][NEUTRAL] Like how many uh inquiries you can help me with? Like this one is the first inquiry I have and how many members you can help me with.
[AGENT][NEUTRAL] How many do you have?
[CUSTOMER][NEUTRAL] I'm having more than 8.
[AGENT][NEUTRAL] OK, alright, let's let me put my notes in on this one we'll move on to the next one.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] And uh uh so I can drop like, uh, can I get the UBs also for these uh members?
[AGENT][POSITIVE] Yes, you'll be able to get the uh it'll be let me finish my note real quick and then we'll go back and do that, OK?
[CUSTOMER][POSITIVE] For sure. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, what is your fax number that I need to send the EOB to?
[CUSTOMER][NEUTRAL] For sure, like it's uh [PII].
[CUSTOMER][NEUTRAL] 241-9080.
[AGENT][NEUTRAL] OK. I'm gonna put you on a
[CUSTOMER][NEUTRAL] And that would be great if you can like put the attention to [PII].
[AGENT][NEUTRAL] OK, and I'm gonna put you on a brief hold while I get that faxed over to you. I'll be right back, [PII].
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], I have that fax on its way to you now. What is the next member's name?
[AGENT][NEUTRAL] Date of birth and policy number.
[CUSTOMER][POSITIVE] Thank you so much. Uh, the next number.
[CUSTOMER][NEUTRAL] OK, the policy number I'm having, just give me a sec. Let me pull up the policy number first.
[CUSTOMER][NEUTRAL] OK, the policy number what I have, uh, like, uh, I do not have the policy number was for with me for this, ma'am. Uh, can you try and find the patient ID first name, last name and all?
[AGENT][NEUTRAL] Yes, what's the members, uh, spelling of the first name and spelling of the last name?
[CUSTOMER][NEUTRAL] And the first name spelling is D as in Dominic, O as i[PII].
[CUSTOMER][NEUTRAL] And last name spelled as [PII].
[AGENT][NEUTRAL] [PII]K and then what's um the.
[AGENT][NEUTRAL] Patient's date of birth.
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Yeah. Uh, this is [PII].
[AGENT][NEUTRAL] OK, let me see if I can find that member.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this going to be a medical claim?
[CUSTOMER][NEUTRAL] Yeah, medical.
[AGENT][NEUTRAL] OK, and what state does the member live in?
[CUSTOMER][NEUTRAL] So only.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can tell you the member's address as well if you need so.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] The address of the member is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, the gift service is, uh,
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII] and it was uh billed for $20.53.
[AGENT][NEUTRAL] OK, and then what is the charge charge after the primary insurance with their part?
[CUSTOMER][NEUTRAL] Like, I'm telling you the charges after the primary has paid, and this one is billed for $20.53.
[AGENT][NEUTRAL] OK, and then what is the name of the facility?
[CUSTOMER][NEUTRAL] Once again, this is uh with the integral rheumatology and Immunology specialist for Doctor [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. I'm gonna look that claim up and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me, [PII]. I've got um the claim number is 335.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 2314.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was paid with check number 1808448.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It was issued on [PII].
[AGENT][NEUTRAL] And it was cashed on [PII].
[AGENT][NEUTRAL] In the amount of $20.53 and I have sent the EOB to you by fax.
[CUSTOMER][POSITIVE] Thank you so much again.
[CUSTOMER][NEUTRAL] And can you go ahead with the next number, please?
[AGENT][NEUTRAL] OK, what's the next member's name?
[AGENT][NEUTRAL] Date of birth and policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, let me check if I have the member ID with me. So,
[CUSTOMER][NEUTRAL] Yeah, I do have the member ID with me.
[CUSTOMER][NEUTRAL] Can you please try and look up by the member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 0140581.
[CUSTOMER][NEUTRAL] M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] OK, and what's the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this one is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me read the policy number back to you.
[AGENT][NEUTRAL] 014.
[AGENT][NEUTRAL] 0581 ML 8.
[CUSTOMER][NEUTRAL] Yeah, this is the one that I have.
[AGENT][NEGATIVE] OK, that policy number is not pulling up for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you try and find the patient by the name?
[AGENT][NEUTRAL] OK, and it's [PII] and can you please spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you spell the and spell the first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me see if I can find her.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] Uh, this [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the char
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] Yeah, this one is uh
[CUSTOMER][NEUTRAL] $30.93.
[AGENT][NEUTRAL] And is it for the same facility?
[CUSTOMER][NEUTRAL] Yeah, integral rheumatology and Immunology specialist for Doctor [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, I'm gonna put you on hold again. I'm gonna pull up this claim. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], looking at this one, we do not have a claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK [PII]. And can you help me with that?
[CUSTOMER][NEUTRAL] Like claim timely filing limit also?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] Oh, so I can submit the claim?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][NEUTRAL] OK, and uh for the same member, like I'm having one more data service. Can you please try and search by the other data service for the member?
[AGENT][NEUTRAL] That's what I did.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, like, uh, the other service, [PII].
[AGENT][NEUTRAL] Oh, you have another date of service for the same member?
[CUSTOMER][NEUTRAL] Yeah, for the same ma'am.
[AGENT][NEUTRAL] OK, [PII] of what year?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] uh like the last year, [PII], [PII].
[AGENT][NEUTRAL] OK, and the charge amount?
[CUSTOMER][NEUTRAL] Uh, same, $30.93.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on hold while I look that up. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], looking on that data service I do not find a claim on file for the amount you have given.
[CUSTOMER][NEUTRAL] OK fine. OK.
[CUSTOMER][NEUTRAL] No. Uh, can you help me with the next number, please?
[AGENT][NEUTRAL] Yes, what's the next member's name?
[CUSTOMER][NEUTRAL] The name the next number is, the first name is [PII]. There's a middle name also starting with A.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK and what is the date of birth and the policy number?
[CUSTOMER][NEUTRAL] The date of birth of the member is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I don't have the policy number.
[CUSTOMER][NEUTRAL] For this number. I can have the address.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] If you want to confirm the address of the member?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, what is the address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me see if I can find her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] Uh, the service is [PII].
[CUSTOMER][NEUTRAL] And it was billed for $50 only, $50.
[AGENT][NEUTRAL] OK, and same provider?
[CUSTOMER][NEUTRAL] Same provider inte the rheumatology andology and doctor Bla [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold. I'm gonna pull this up. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK thank you for holding for me [PII] so.
[AGENT][NEUTRAL] I do not find a claim on file for the amount that you have given me for that date of service.
[CUSTOMER][NEUTRAL] OK. Uh, do you have this patient in your system? Is this, uh, like an active member of yours?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Can you please help me with the member ID so I can rebuild the claim?
[AGENT][NEUTRAL] Yes, it's 231.
[AGENT][NEUTRAL] 2712.
[CUSTOMER][NEUTRAL] 312712. No alphanumeric codes and all?
[AGENT][NEUTRAL] I'm sorry, can you repeat the question?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can I have uh the claim submission address as well?
[AGENT][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] 950
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. Uh, OK. And, uh, can you go ahead with the next number, please?
[AGENT][NEUTRAL] OK, can you give me the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The first name is.
[CUSTOMER][NEUTRAL] [PII] again.
[CUSTOMER][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the date of birth and policy number?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for this I don't have the member ID with me. Sorry about that.
[AGENT][NEUTRAL] OK, can you give me the member's address please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do not show that we have [PII] with that address in our system.
[CUSTOMER][NEUTRAL] So this is not your number.
[CUSTOMER][NEUTRAL] Got it. And uh I'm having the very last number with me, if you can help me with that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, not the last, the second last. Uh, can you go ahead with the first and last name?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] So you could check if I'm having the member ID as well with me.
[AGENT][NEUTRAL] OK, and what's
[AGENT][NEUTRAL] Yes, and also the date of birth.
[CUSTOMER][NEUTRAL] The date of date of
[CUSTOMER][NEUTRAL] Yeah, this one is for [PII].
[AGENT][NEUTRAL] And what is the member's ID number, the policy number?
[CUSTOMER][POSITIVE] Uh, I don't have it. I'm really sorry about this.
[AGENT][NEUTRAL] OK, can you give me the address, please?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find it by the name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Medical services.
[CUSTOMER][NEUTRAL] [PII]. And it was built for $29.36. $29.36.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and it is the same facility, is that correct?
[CUSTOMER][NEUTRAL] Yes, Jo.
[AGENT][NEUTRAL] OK, yes, thank you sir and I'm gonna put you on hold again. I'm gonna pull this one up for us. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Thank you for holding for me. I, um, looked on data service of [PII] and there's no claim on file for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No claim on file, but you do have this member on your system, right? In your system, active member.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much. And uh can we go ahead with the last member for today?
[AGENT][NEUTRAL] Yes, what is the name?
[CUSTOMER][NEUTRAL] Uh this is for [PII]
[AGENT][NEUTRAL] OK, and what is the members.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth, uh, yeah. Date of birth.
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] As I say
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] I do not have the policy number for this number either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is the um address for this member?
[CUSTOMER][NEUTRAL] Um, the address, just a sec.
[CUSTOMER][NEUTRAL] Please don't mind, I'm just opening these details only.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, what happened? Like, just be like.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Actually, my, my software is making an issues. Yeah, I'm sorry about this.
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, like, uh, we're looking for the address, right?
[CUSTOMER][NEUTRAL] Hello, [PII], are you there?
[AGENT][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Yes, I'm here. I'm waiting for the address.
[CUSTOMER][NEUTRAL] OK, I I have the member ID as well with me.
[CUSTOMER][NEUTRAL] Or do you look for the address only?
[AGENT][NEUTRAL] OK, what is my ID?
[CUSTOMER][NEUTRAL] OK. It's 1071.
[CUSTOMER][NEUTRAL] 095. Once again, 1071.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 095.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] The date of service for the member is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] This one is also built for $29.29 dollars 36 cents.
[AGENT][NEUTRAL] OK, I'll put you on hold. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me, [PII]. So looking on data service of [PII], I do not find a claim on file for the amount you have given.
[CUSTOMER][POSITIVE] That's right. Mhm.
[CUSTOMER][NEUTRAL] Yeah yeah that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Thank you so much for the information. And can you help me with the, uh, like the previous member's ID as well for [PII]? I forgot to take that.
[AGENT][NEUTRAL] It's the same as [PII]'s, it's the same as [PII].
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] Oh, got it. Thank you so much for the information. You, you, you really helped me a lot, [PII].
[AGENT][POSITIVE] You're very welcome, [PII].
[AGENT][POSITIVE] I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thanks, thanks a lot again.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Bye-bye.