AccountId: 011433970860
ContactId: 935832d2-7e1b-465c-8c49-78bf66218f6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1906359 ms
Total Talk Time (AGENT): 367763 ms
Total Talk Time (CUSTOMER): 1262372 ms
Interruptions: 15
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/935832d2-7e1b-465c-8c49-78bf66218f6f_20250603T18:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATS. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm sorry, who's this?
[AGENT][NEUTRAL] This is [PII] in the billing department. How can I help you?
[CUSTOMER][NEUTRAL] [PII], how are you doing? this is [PII] from claims.
[AGENT][NEUTRAL] Oh, what's up?
[CUSTOMER][NEUTRAL] Yeah, everything's fine. How about yourself?
[AGENT][POSITIVE] Doing all right. It's been crazy a couple of days because of the launch and everything.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can't imagine, yeah. Um, [PII], the reason I'm calling is because I have a um a group number 23,250 on the line.
[CUSTOMER][NEUTRAL] Um, the person on the line is, uh, [PII].
[CUSTOMER][NEUTRAL] Not sure if she's the contact we have in the company.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] We have a [PII].
[CUSTOMER][NEUTRAL] You have [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], what's her last name?
[AGENT][NEUTRAL] Um, it looks like [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know why it's Ms. [PII] on the line, but, um, basically, so the reason she's calling is because she went online to see if she can, uh, retrieve the information of the invoice for June.
[CUSTOMER][NEUTRAL] But you know with the new system, the new website.
[CUSTOMER][NEGATIVE] Apparently she's unable to see the the invoice.
[AGENT][NEUTRAL] Yeah, she
[CUSTOMER][NEUTRAL] I told her that she, uh-huh.
[AGENT][NEUTRAL] Oh, sorry, go ahead.
[CUSTOMER][NEUTRAL] No, no, yeah, I was, I was, uh, I told her that um it will be.
[CUSTOMER][NEUTRAL] Probably she will have to pay uh with a credit card or a debit card.
[CUSTOMER][NEUTRAL] For the invoice and also we're gonna send a copy of the invoice to her email so she can see you know all.
[CUSTOMER][NEUTRAL] What is the what is the invoice for this month?
[AGENT][NEUTRAL] Well, it's working now but she just has to create a new account so they have to sign out and go to to create a new account and then they just enter in their information like the email and the phone number and the zip code that we have on file and they'll let them get into view and pay their invoices.
[CUSTOMER][NEGATIVE] Actually she told me that she already did that and for some reason she's still unable to see the invoice on.
[CUSTOMER][NEUTRAL] In the system.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 232
[CUSTOMER][NEUTRAL] Can you see the invoice there?
[AGENT][NEUTRAL] Um, that's what I'm looking to see, 23,250.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, OK, but she does have an invoice for June, um, there, uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can help, but uh, you would have to stay on the line, I guess if she doesn't does she speak English or no?
[CUSTOMER][NEUTRAL] Uh, she said she speaks a little bit. Um, but I told her that if, if she needs me, I, I can, I can be on the line and translate for her.
[AGENT][NEUTRAL] OK, cause I'll need to see, figure out what screen she's on and like what she's looking at and to help her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it um.
[CUSTOMER][NEUTRAL] Let me see if I can
[CUSTOMER][NEUTRAL] Bring it back. Um, how do you do, you do join, right? I think so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes yeah.
[CUSTOMER][NEUTRAL] All right, I think she's on the line, Bree.
[CUSTOMER][NEUTRAL] Um, give me one second, um, [PII].
[CUSTOMER][POSITIVE] Perfect. Oh gracious era and a billing numbers ree as well assist you on inspect to a invoice solamente may amo the main queer sell invoice and then system solamentek a indica er unva.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] will be a a lapainatrasia will be a logging like sheli aparesi is commolorepa.
[CUSTOMER][POSITIVE] Yeah, look at me something on the order yeah.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Sipodeello mreestamos and a linea Sigusa.
[CUSTOMER][NEUTRAL] To come.
[CUSTOMER][NEUTRAL] Uh, Bree, she was explaining to me that um she was trying to use, you know, the old log in, um, but for some reason she wasn't able to use it, so, uh, she called us before and someone explained her how does she have to do it and with the new with the new system.
[CUSTOMER][POSITIVE] She was able to get on in to get in um.
[CUSTOMER][NEUTRAL] But like I said before, she still is, is cannot see the bill, the invoice.
[AGENT][NEUTRAL] What screen is she on right now? Like, what's she looking at?
[CUSTOMER][NEUTRAL] right now
[CUSTOMER][NEUTRAL] What is what?
[AGENT][NEUTRAL] What screen is she on right now? Like what is she looking at? Like what does she see on her screen?
[CUSTOMER][NEUTRAL] she on right now like what is she looking at like
[CUSTOMER][NEUTRAL] Well I just told her that if if it's possible for her to log off completely and try to log in again maybe that will refresh the information, so I'm not sure exactly um let me ask you.
[AGENT][NEUTRAL] Yeah, I just need to know like what she sees because it's possible that her account isn't created yet or that maybe she's just not going to the right place so that's why I just need to know like what she can see so I can help.
[CUSTOMER][NEUTRAL] Yeah, let me, let me ask her.
[CUSTOMER][NEUTRAL] Uh er premier desla website in a moment ques and then they say APL Welcome to the APL resource center.
[CUSTOMER][NEUTRAL] OK, she said that she's on the research center.
[AGENT][NEUTRAL] OK, she needs to go to if you see something that says invoices?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Me medic company justestan don these invoices or what it was that una uno on a dashboard.
[AGENT][NEUTRAL] For dashboard.
[AGENT][NEUTRAL] Dashboard
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's a mesapazano is mimosa.
[CUSTOMER][POSITIVE] sorriva.
[CUSTOMER][NEUTRAL] In.
[CUSTOMER][NEUTRAL] in indigo.
[CUSTOMER][NEUTRAL] Give me some no I'm log in to say medijo came intrada la me so busca APL.
[CUSTOMER][NEUTRAL] And then they say broker resource center.
[CUSTOMER][NEUTRAL] I need a sign in. It's a full.
[CUSTOMER][NEUTRAL] OK, Useta next momento.
[CUSTOMER][NEUTRAL] Er tengo viertalatala dos do pestania like like PL resource center is like brokers resource center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is she a broker?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't think she's a broker. She's uh she's part of the group.
[AGENT][NEGATIVE] Cause it sounds like she may have created the wrong kind of account.
[CUSTOMER][NEUTRAL] No, no, she's not a broker. She's uh she said that, uh, when she called before she was advised that she has to go with it says online center and then, um.
[CUSTOMER][NEUTRAL] There was, there was, uh, there was a, you know, you go, you go to [PII].
[CUSTOMER][NEUTRAL] And try to log in through there.
[CUSTOMER][NEUTRAL] And, um,
[AGENT][NEUTRAL] OK, does she have, does she know how to take a screenshot, um, on her computer like a using the smithing tool? Can you have her email the a screenshot to the care team, um, so I can see what she's looking at.
[CUSTOMER][NEUTRAL] like a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sloo may rami companera steeper una captura de pantaa aloquesta viendest the momento easy puede serge rea cantura de pantaa anos through a corra electronicopodamos er revisallo il logo as um imaginovamos and bier una una requestsor for electronico.
[CUSTOMER][NEUTRAL] Gospaosa er masomenos and resiila.
[CUSTOMER][NEUTRAL] no.
[CUSTOMER][NEUTRAL] Contra scale so let me.
[CUSTOMER][NEUTRAL] Looks.
[CUSTOMER][NEUTRAL] Connel hejo Connel broker resource center it say it says see.
[CUSTOMER][NEUTRAL] OK alright.
[CUSTOMER][NEUTRAL] Alright, great, well she's saying that it's apparently when she when she's trying to log in with the account, you know, um.
[CUSTOMER][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] Um, apparently the system, you know, it's just like, uh, and doing circles it doesn't.
[AGENT][NEUTRAL] So she hasn't logged in yet. It sounds like she needs to create still needs to create it.
[CUSTOMER][NEUTRAL] Yeah, that exactly that no, that's the thing she said that she already created but then she, um, when she called somebody suggested that she can use the brokers um research center and when she did that it's how she was able to log in.
[AGENT][NEGATIVE] If she's not a broker, she shouldn't use the broker resource center. I'm not sure who she spoke with that told her that.
[CUSTOMER][NEUTRAL] I understand, I understand.
[CUSTOMER][NEUTRAL] Yeah, I, I don't think so either, but that's apparently that's, that's, that was the only way that she was able to to get into the account through the brokers uh system.
[CUSTOMER][NEUTRAL] So in this situation she has to what? because she said she already created the account.
[AGENT][NEUTRAL] Um, I was, um, email the care team, um, and what so they can because they're gonna have to figure out how to get her account out of the broker mode and into the group mode because no one someone should no one should have told her to use the broker resources, um, account type.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Because she's not gonna be able to see the right thing.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Correct, so with this situation, uh, the, the proper way that she's supposed to create the account or recreate the account, it was going to group.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And, and they just fill it out all the information and and she will be able to to create the account right?
[AGENT][NEUTRAL] Yeah, but I don't know if since if the group's email is already tied to a um broker account then.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It might, it might not let her create one, under the group.
[AGENT][NEUTRAL] So that's why I said she might have to email the care team so that um IT can go in and.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Like, uh, disconnect like that email from the broker type so she can create the right type of account.
[CUSTOMER][NEUTRAL] OK, got it. Let me explain that. It enorloono may may comemiera los to this tournamental information access.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um brokers um online center a resource center see is incorrect nonoviradoque laos is loque or sloquescu nosman unos cap taya de loquesta momento the and.
[CUSTOMER][NEUTRAL] Junto con cono de la delroque porque es queloque pasa el correelectronic so.
[CUSTOMER][NEUTRAL] Gu started his broke it nolava permitroar um la cuenta group of commode principi and.
[CUSTOMER][NEUTRAL] broker resourcer resource canario pass welcome to the APL resource center.
[CUSTOMER][NEUTRAL] OK, la cuentas lauentas AP resource center no broker er join repo que you know lore and contra.
[CUSTOMER][NEUTRAL] OK, it does lati la cuenta groups on the the cell grouppo sine embargo nologravaceesar de laico for acutello grow and don this a broker broke it my report [PII] in a pres a.
[CUSTOMER][NEUTRAL] Uh, no like they say it's a broker no second join report I may don this is sign in and the pestan this is sign in your lady sign in pussemitatos pus medico el password I is.
[CUSTOMER][NEUTRAL] Because I can no mestahara or lapain I'll welcome APL resource center but I know it's a and the well I will I will I will I know.
[AGENT][NEUTRAL] Has she created a new account since yesterday? Like did she create the new account yesterday?
[CUSTOMER][NEUTRAL] Mhm, not today.
[CUSTOMER][NEUTRAL] Today, today.
[CUSTOMER][NEGATIVE] She said, she said she did it today actually that that's, that's, that's exactly what she was telling me that she created the account today and she did it through the group. She didn't do it, uh.
[CUSTOMER][NEUTRAL] Through the agent or broker um.
[CUSTOMER][NEUTRAL] Service center.
[AGENT][NEUTRAL] Can she send a screenshot of what she's looking at because I can't, I don't know what she's seeing. I need to be able to see what she's seeing in order to help her navigate.
[CUSTOMER][NEUTRAL] But when she created it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So if she can send a screenshot to the care team email I can look at it while we're on the phone, um, but I need to be able to see what she's seeing.
[CUSTOMER][NEUTRAL] Understand, um.
[CUSTOMER][NEUTRAL] Got it. er [PII] male [PII] captura de pantao de loquesta este momento in sla uh al correo electronico sila podemos where a whoo over on milapover um.
[CUSTOMER][NEUTRAL] And that no no noloqui.
[CUSTOMER][NEUTRAL] no no no sau de Custila capacciresto um.
[AGENT][NEUTRAL] Cause I can probably help her get to the right place, but I just need to be able to see what she's seeing so I can help her navigate because I don't know what she's, what all is on her screen or what she's looking at.
[CUSTOMER][NEUTRAL] Bree, are we able?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Correct, um, uh, actually Bree, she's asking me if it's possible for you to, to get into the account. It is possible for, for us to get into the account like a Team viewer or something like that.
[AGENT][NEUTRAL] Yeah, I can see I can I'm in her account like I can see it. I can pull up her invoices and everything, but in order for her to be able to pay her invoices, um, she'll have to know how to get there and I can help her, but I just need to be able to see, see where she is so I can tell her where to navigate.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Got you. See cuenta momento el el invoice total information cer groups in embargo that queue and reoper total information cues sesita.
[CUSTOMER][NEUTRAL] Ever vegasque er losses a momento esta solicitando suede envierona capa de pantaya al correo de er care teams.
[CUSTOMER][NEUTRAL] It's care team C R L A K E R M A Aroba I am a public punto.
[CUSTOMER][POSITIVE] OK, OK, I'm a gracias.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And let me know whenever she sends it and I will um have them check it and forward it to me so I can look at it.
[CUSTOMER][NEUTRAL] OK, so do you, uh, are you gonna, um, are you gonna answer back, uh, through the email with the instructions, or do you prefer to stay in line?
[AGENT][NEUTRAL] No, no, no, no, I just wanna see what she's looking at while we're on the call so I can tell her like right now where to go, um, so I'll, I'll pull it up right now. What's her email? What email is it coming from?
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, did she send it already?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] So yeah, perfect. So, um, no, she's still working on it.
[AGENT][NEUTRAL] OK, let me know whenever she sent it, and I will, um, and, uh, because I'm typing in the team's chat for care team to go look at it whenever.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And it comes through.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See nosacuando yeah uh a biodient deviolo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So Bree, let me ask you, uh, so you're able to see the account already created?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, if they have the old OSC account it's gonna show that they have um like it's still gonna show their information when I pull it up that's from the old OSC but that doesn't necessarily mean that they have access so like it won't tell me if they've created the new like gone through the steps of creating a new account it'll still show me like the same information that was in the old OSC if that makes sense.
[CUSTOMER][NEUTRAL] that they have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have access to like
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Because basically the reason they have to create a new account is because the old OSC let them use user names, but this one they have to use an email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See, I see me click can domi companeraque de vida que el el ellantigo websitemos noses recuerda and the samos nombreus nombreduarioque creosio alisa directamente elcor electronico poosqueli solicita uh to alas personas.
[CUSTOMER][NEUTRAL] no one.
[CUSTOMER][NEUTRAL] [PII] [PII] port.
[AGENT][NEUTRAL] And I asked them
[AGENT][NEUTRAL] Yeah, I asked the um care team to check the email for um an email from her what they're looking for.
[CUSTOMER][NEUTRAL] OK, yeah, she's about, she's about to send the picture right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][POSITIVE] For me, thanks for calling.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah I do.
[CUSTOMER][NEUTRAL] The chose deretos.
[CUSTOMER][NEUTRAL] Salvato.
[CUSTOMER][NEUTRAL] Uh, can I do that?
[CUSTOMER][NEUTRAL] Can I do that at the meeting.
[CUSTOMER][NEUTRAL] Is a.
[CUSTOMER][NEUTRAL] OK yeah on the salon.
[CUSTOMER][NEUTRAL] In the salon
[CUSTOMER][NEUTRAL] [PII] date of birth.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I used to play my the same stuff.
[CUSTOMER][NEUTRAL] On the line.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] And how are you.
[CUSTOMER][NEUTRAL] I thought you could run.
[CUSTOMER][NEUTRAL] N.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See you.
[CUSTOMER][NEUTRAL] And I said let me put on.
[CUSTOMER][POSITIVE] I thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] low skin nice stuff.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] The la la la.
[CUSTOMER][NEUTRAL] Joy.
[CUSTOMER][NEUTRAL] OK, um, [PII] confirm corredo is care team security uh er [PII].
[CUSTOMER][NEUTRAL] See, see, see it tengo el el titulo que.
[CUSTOMER][NEUTRAL] Uh, gusta master rear la cuenta ok ok.
[CUSTOMER][POSITIVE] No, no, super good.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here. Yeah, I'm here.
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, no, actually, I, I, I don't know what happened. I guess she was unable to do it. I don't know. She said that apparently this is what I heard. Apparently she sent a picture to another person, so this person can send it.
[CUSTOMER][NEUTRAL] To the email and then she's gonna send that email to us.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] And she wasn't able to do it. I don't know how. I, I mean, I don't know, she doesn't know how to use the, the snipping thing.
[AGENT][NEUTRAL] Did you know?
[CUSTOMER][NEUTRAL] I don't know. She said all she says right now that she's gonna try it again and then she will let us know when she send it, I guess, so we'll go back, so.
[CUSTOMER][NEUTRAL] Yeah, so this is what I get from, from her call. She said apparently she was able to create a group.
[CUSTOMER][NEUTRAL] But when she was when she went back to the log in.
[CUSTOMER][NEUTRAL] Um, you know, that thing was spinning, spinning, spinning, and she wasn't able to, to get on, to get into, into the account, right?
[CUSTOMER][NEUTRAL] So, what she did, she called us and someone, I believe it's in the Spanish queue, told her that she can access through the brokers um.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Service center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And when she did that, she was able to do it.
[CUSTOMER][NEUTRAL] But when she was there, of course she was not able to see anything because it's not, I mean it makes total sense, it's not, it's not her.
[CUSTOMER][NEGATIVE] The account is not.
[CUSTOMER][NEUTRAL] Nothing on, on, on the group is gonna be there because it's, it's, that is the the broker's information, not, not the.
[AGENT][NEUTRAL] Yeah, the brokers see different information than they can group them.
[CUSTOMER][NEUTRAL] Yeah, so that's why she called us to see what was the issue and that's why we spend 20 something minutes in in the call.
[AGENT][NEUTRAL] I mean, I was gonna help her. I just needed to see a a screenshot.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] No, no, no, believe me, believe me, when, when, when, when we have this kind of situations, I'm like, oh my God, I wish, I wish you could see what you're doing so I can, you know, try to, try to tell you, oh you should here or there, you know, get out of there.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But it it it like that, it's impossible, you know, it's just like totally blind.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, um, she said that she was gonna try again to send us an email, and when it goes through, she will call us and see if we get it, so.
[AGENT][NEUTRAL] All right. Well, uh, I think she's probably, you're probably gonna have to work with, I hope you don't have to explain it again just because I'm about to go on lunch.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You were right to
[CUSTOMER][NEUTRAL] You're gonna go offline? I mean, are you, oh you're going to lunch.
[AGENT][NEUTRAL] No, I have, yeah, I have lunch at [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me see if I can wait though, let me see if she's gonna send it.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][POSITIVE] No, no, no, no, that's fine. I mean, if you have to go, you have to go, that's not a problem at all. That's not a problem. I can, I can, you know, now I have a better picture of what was the reason why she's calling because at the, at the beginning, you know, she was giving me pieces here and there. So I was like trying to put it all together to, to make it make sense to what I was about to explain to you, you know.
[CUSTOMER][NEUTRAL] But yeah, when, but then when she was able to, to tell me all the story, I was like, oh, OK, so this is, this is exactly what she was talking about. So, yeah, no, I mean, if you go to lunch and I have to call again and someone will pick it up, but I think I, I think I'm gonna be able to.
[CUSTOMER][NEUTRAL] To tell the whole thing again
[AGENT][POSITIVE] OK, I'm telling [PII] and the care team to be on the lookout for it and to forward it to me, um, or you whenever she sees it just so at least if she goes back while I'm on lunch, then you can kinda see what she's looking at. It might help a little more.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, yeah, yeah. I mean, if you have, if you have the picture and I have the picture, we, we might, we might be able to.
[CUSTOMER][POSITIVE] To help her a little faster. Um, yeah.
[CUSTOMER][POSITIVE] We'll see. [PII], thank you very much. Thank you for your patience.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem anytime. I'll talk to you later bye.
[CUSTOMER][POSITIVE] Have a good one. Bye.