AccountId: 011433970860
ContactId: 9bb44754-e758-4df3-9ef5-5a1d0f134ec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1331400 ms
Total Talk Time (AGENT): 453443 ms
Total Talk Time (CUSTOMER): 907474 ms
Interruptions: 26
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/9bb44754-e758-4df3-9ef5-5a1d0f134ec3_20250523T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] I'm sorry, did you say [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Good. You said it so fast. I wanted to make sure I wrote down who I'm talking to. I called before and that's OK. Don't be sorry, uh, and spoke with [PII].
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I'm calling about my husband [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And she sent papers and I just wanna make sure I have everything I need. I think I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can I get the policy number?
[CUSTOMER][NEUTRAL] Uh, sure, 2452637.
[AGENT][NEUTRAL] OK, is the number you're calling on a good number to call back in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, yes, that's a home phone has answering machine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that up for you.
[CUSTOMER][NEUTRAL] And then after we go over that I have questions on something else also too that I can remember at the moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you told me his birthday. Can I get the address and phone number on file?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] And the phone number we have on file?
[CUSTOMER][NEUTRAL] Uh, it could be [PII]. Is that correct? That's the home phone number.
[AGENT][NEUTRAL] Um, no, I don't have that one.
[CUSTOMER][NEUTRAL] How about [PII]?
[CUSTOMER][NEUTRAL] Cell phone.
[AGENT][NEUTRAL] Um, I don't have that one, but it is a 603 number.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] What would his number be?
[CUSTOMER][NEUTRAL] OK, it might
[CUSTOMER][NEUTRAL] Yeah, I gotta look it up because you know in this day and age I don't know phone numbers unless I look them up. Yeah, it's like the, as I'm surprised I remember my own because you never call yourself, right?
[AGENT][POSITIVE] I, I'm there with you, I'm there with you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, oh no, it's [PII]. What is the other number? [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] You said yours is 603 what?
[CUSTOMER][NEUTRAL] Because we only.
[CUSTOMER][NEUTRAL] 6211.
[AGENT][NEUTRAL] OK, I'm not showing that one, so let me see here.
[CUSTOMER][NEUTRAL] We don't have it. Would work be a 603 number out there, Dad? Nope.
[AGENT][NEUTRAL] Yeah, because I don't have that number.
[CUSTOMER][NEUTRAL] Yeah, not sure where it came up [PII] that's an old that's an old number that that's his no longer good, yes.
[AGENT][NEUTRAL] Yep, it's that one.
[AGENT][NEUTRAL] Is it
[AGENT][NEGATIVE] Needs to be changed.
[AGENT][NEUTRAL] OK, let me go ahead and get that changed then while we're on the phone.
[AGENT][NEUTRAL] Because that's the number that we have.
[CUSTOMER][NEUTRAL] And then you'll, OK, uh, I'm gonna tell him we have to put that in his phone then.
[CUSTOMER][NEUTRAL] For ATL so we know who's calling, otherwise we don't answer.
[AGENT][NEUTRAL] And what's the number you need you would like it to be?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] It would, it would be would you want your number or my number? He said my number, so it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He a lot of times doesn't answer his phone. He's we're not attached to him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. We'll go ahead and remove that.
[CUSTOMER][NEUTRAL] And then should I put down the the number I called for APL so I have an identification or will you be calling at a different number than that if somebody was to call?
[AGENT][NEUTRAL] Um, I don't know what it looks like on the other end, uh.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Typically we call back whenever the, typically when we call back it's because the call dropped and it's typically right after the call dropped um so you'll you'll pretty much know when it's us calling.
[CUSTOMER][NEGATIVE] Uh, never, you never got a call.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][NEUTRAL] It should be the same number that you that you dialed but I don't want to don't quote me on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know, I know because different departments have different extension numbers and all that stuff and I look at it and unless you call the home phone that has an answering machine and you say who you are, then I know you know it's like, OK, I can answer that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I don't answer the ones that tell me I've won millions of dollars if you send in something else it's like no.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's always about our extended warranty.
[CUSTOMER][NEUTRAL] Where they get bold.
[CUSTOMER][NEGATIVE] Yeah, or the emails that come with these goofy icons, it's like, no, that's not Penny's icon. I'm not answering that.
[AGENT][NEUTRAL] Alright, so I have the policy pulled up for [PII]. Um, what questions did you have?
[CUSTOMER][NEUTRAL] OK, uh, [PII] had sent.
[CUSTOMER][NEUTRAL] I'm just gonna talk to you and hopefully you know what I'm talking about it's like a cover letter uh but um it's just saying thank you for contacting Elose please find the documents that have been required.
[CUSTOMER][NEUTRAL] And I have
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, accident claim form.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Page one.
[CUSTOMER][NEUTRAL] Page 2, OK, I'm sorry.
[AGENT][NEUTRAL] Let me pull up the form so I can look at it.
[AGENT][NEUTRAL] OK, I've got it pulled up.
[CUSTOMER][POSITIVE] OK, page 1, page 2 is just what I need and I have marked accident injury benefit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Accident medical expense and your signature and there's nothing I do I need to send that form back also?
[AGENT][NEUTRAL] Yes, you'll want to send um.
[CUSTOMER][NEUTRAL] Page one.
[AGENT][NEUTRAL] You'll want to send back everything?
[CUSTOMER][NEUTRAL] Everything
[AGENT][NEUTRAL] Um, and so let's see for the accident, the portion that you complete is just page 2 you'll wanna read page 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then at the very bottom of page 4 you'll sign it.
[CUSTOMER][NEGATIVE] Yes, right, yeah, that page page 3 was like I don't see anything I'm supposed to be signing, and she said no it's just instructions. I said I wonder who thought that one up.
[AGENT][NEUTRAL] Yeah, I think it's because they want you to make, wanna make sure that you actually read it um that's the only thing I can think of.
[CUSTOMER][NEUTRAL] And then the bottom of, yes, OK and.
[AGENT][NEUTRAL] And then you have
[CUSTOMER][NEUTRAL] OK, so we got page 1, page 2, page 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the bottom of page 4 and then page 5 is where the physician fills it out.
[AGENT][NEUTRAL] Yes ma'am, so you'll fill out everything but the final page and make sure that your physician signs it because if they don't sign it we're gonna deny the claim and you'll have to go get it signed, yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It and.
[CUSTOMER][NEUTRAL] Right, yeah, it's signed. I made sure he did.
[AGENT][POSITIVE] OK, good. Yeah.
[CUSTOMER][NEUTRAL] OK, we didn't, we didn't do the brain injury or the referred to because it was through the emergency room.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, brain injury or coma because neither one of those applied so it was basically us fill out who he is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the doctor did the H2 and like I said didn't fill out uh if patient was referred to you because it was the on call ortho so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and the attending physician and then I also have the page for the direct deposit with a deposit slip attached.
[AGENT][NEUTRAL] OK, and do you need, did you want to fax that in or mail it?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] If I can find a fax machine, I don't have one and then also, can you use the one from work?
[AGENT][NEUTRAL] Um, if it's a, if it's a fax machine that you trust that you know is secure, um, ours is secure so you can fax it or um.
[CUSTOMER][NEUTRAL] The fax machine at work?
[CUSTOMER][NEUTRAL] trust.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] It's from Apple Green. He works.
[AGENT][NEUTRAL] I see we have an
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the turnpike.
[AGENT][NEUTRAL] So yeah, if you wanna fax it to them you can.
[CUSTOMER][NEUTRAL] And then I have a UB.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] OK, and then I have a, no, don't apologize. I enter sometimes just thoughts that come to my head then I have a UBO4 form from the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With the total bill plus I have the office visits.
[CUSTOMER][NEUTRAL] The receipts for those.
[CUSTOMER][NEUTRAL] Is there anything else I need? or is there something I threw in there that I don't need? I don't think so, but.
[AGENT][NEUTRAL] Now, and do any of those receipts have um
[AGENT][NEUTRAL] Are they itemized so they have procedure codes on them?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, let me see, procedure codes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, I'm gonna just read what's on here and you tell me, you know, you have to pay when you go in.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And it says the date transaction ID.
[CUSTOMER][NEUTRAL] Reference ID.
[CUSTOMER][NEUTRAL] Account number, amount and approved.
[AGENT][NEUTRAL] OK, you might need to call the hospital and ask them to send an itemized receipt.
[AGENT][NEUTRAL] Um, that has all of the procedure codes, um, and I will, I was also gonna mention, uh, since we have your email on file, do you know if you have an online portal account with us?
[CUSTOMER][NEUTRAL] No, I don't think so, and I, I, we, we get confused with all that because everything's in such small print that we can't read it and then you try to enlarge it you, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I was gonna say cause you can, you can upload them through there as well, um, but you don't have to if you prefer fax, then you can do that. Um, what I would do.
[CUSTOMER][NEUTRAL] So it would be easier if he can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I um
[AGENT][NEUTRAL] I would see if there's a way they can get you to itemize the bill.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] He is.
[AGENT][NEUTRAL] With the procedure codes?
[AGENT][NEUTRAL] Or some type of itemized invoice.
[CUSTOMER][NEUTRAL] OK, hang on a second.
[CUSTOMER][NEGATIVE] Need itemized.
[CUSTOMER][NEUTRAL] Well, no, from each visit that you went to, it doesn't have the procedure codes.
[CUSTOMER][NEUTRAL] Doctor office.
[CUSTOMER][NEUTRAL] Visits
[CUSTOMER][NEUTRAL] OK, with procedure codes.
[CUSTOMER][NEUTRAL] And what else did you say?
[AGENT][NEUTRAL] Yeah, you'll want those procedure codes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] The other num is is a procedure code like oh lord.
[AGENT][NEUTRAL] You'll, you should see it in the, yeah, you should see it on the bill. It'll have a bunch of little like 4 to 5 letter number combinations, right? So on their their itemized ones it has the little procedure codes and they're showing what procedures they build they bill you for.
[CUSTOMER][NEUTRAL] I'm just going to get.
[CUSTOMER][NEUTRAL] Get on.
[CUSTOMER][NEUTRAL] It's not a bill, it's a re.
[CUSTOMER][NEUTRAL] OK it's.
[CUSTOMER][NEUTRAL] OK, yeah, because this is just a copay.
[AGENT][NEUTRAL] Yeah and they'll they'll know what to give you if you ask for an itemized bill with procedure codes they'll know what to give you and then um.
[CUSTOMER][NEUTRAL] That we have.
[CUSTOMER][NEUTRAL] OK, OK, that's what I said.
[CUSTOMER][NEUTRAL] Anything else on those papers?
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Let me see, so are you also billing with your primary?
[CUSTOMER][NEUTRAL] You also
[CUSTOMER][NEUTRAL] Yes, that's why I said this is, this is our, what do you wanna call it co-pay when you go in.
[AGENT][NEUTRAL] Insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One, yeah, so you'll also want to send in the explanation of benefits or you might see it as an EOB from your primary medical.
[CUSTOMER][NEUTRAL] And for you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, don't get anything from the hospital or the insurance company. We just each visit we go in, you pay your $40 co-pay in our case, and they send you this or print out this receipt that you paid for it.
[AGENT][NEUTRAL] OK, because you should get something in the mail or however you.
[AGENT][NEUTRAL] Told your primary insurance how you get things either through the mail or electronically. Um, typically, every time you go and you use your insurance, they give you an explanation of benefits. Um, you're going to
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, is that something that comes out two months later?
[AGENT][NEUTRAL] Yeah, so what I would do.
[CUSTOMER][NEGATIVE] Because we don't get a never get.
[CUSTOMER][NEUTRAL] We never get anything like that when we go to the doctor's office, just the, just the receipt of co-pay payments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and sometimes.
[AGENT][NEUTRAL] Sometimes uh it's hard to get those explanation of benefits out, so what I would do is file the claim and if we still need that EOB or the explanation of benefits from your insurance company, um, I would go ahead and ask them to give it to you um typically we need that if you're if you're filing just to show that some benefits have already been paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They need that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh that, yeah, and as you said that'll that'll be a joy to get anything from them um so yeah and.
[AGENT][NEUTRAL] Yeah, you might need to call them and ask them for it um but I will say if you go ahead and file it now at least you'll get it started while you wait for that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, because, and we don't have timely filing, so, and I know that doesn't really help when you're, it's going towards bills, but if you get it in 2 months, your claim will stay open, um, and you can turn it in, so.
[CUSTOMER][NEUTRAL] So we don't have timely filing so and I know that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] What I need to ask the insurance company for is EOBs for his follow up office visits from.
[CUSTOMER][NEUTRAL] [PII] through today's date I guess.
[AGENT][NEUTRAL] Right, and they should, they may even make it to where it's just one and you can send it in.
[CUSTOMER][POSITIVE] Right, they should, they may make it where you want.
[AGENT][NEUTRAL] Depending on how your insurance handles that.
[CUSTOMER][NEUTRAL] Yeah, and that would make everything easy if they put it all on one sheet usually when I asked that question, for example, another paper having to fill out for the hospital once both of our.
[AGENT][NEUTRAL] But yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mon they want our Social Security award letter which tells us what we're going to make every month through the year.
[CUSTOMER][NEUTRAL] Well, they want his.
[CUSTOMER][NEUTRAL] For with his Social Security amount for the 3 months prior to the incident.
[CUSTOMER][NEGATIVE] And also his pay stubs for the 3 months prior and my pay stubs for the 3 months prior and I'm like look if you're getting the award letter that tells us what we're getting every month, why do I have to go ask the bank for a single paper for each 3 months that says the same darn thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, that's that sounds confusing.
[CUSTOMER][NEGATIVE] It makes no sense
[CUSTOMER][NEUTRAL] Yeah, sometimes.
[CUSTOMER][NEUTRAL] I thought I was having a nervous breakdown. I'm like, what? Oh my and tax forms and it's like, oh my God, you know, no wonder people just chuck it off to the side and say forget it anyhow, so I'll go ahead. I do not need to send these office receipts in but I'll save them just in case somebody decides they want them.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'll send in what I just told you I had.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'll call the insurance company to get that started and that'll probably take me 4 hours on the phone.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm serious it's, yeah, well, I'm not calling to, yeah, they won't be in. It's a long holiday weekend I can guarantee that so OK well I will get sent in. I'm gonna make, well I don't have to make copies if I fax it because I'll get it all back.
[AGENT][NEUTRAL] But it's Friday.
[AGENT][NEUTRAL] It's Friday, so.
[AGENT][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] Mhm. And do you need our fax number?
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] Let me check. I think I have it on my, yes, I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have fax number [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the mailing address, is it just the [PII]?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, now I have those two questions.
[CUSTOMER][NEUTRAL] Uh, he's got an order to start physical therapy, uh, but he was just released to start it, you know, because of his injury, we, so we haven't done that yet and also we've not received a bill from the ambulance service.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can I send that in when we get it?
[AGENT][NEUTRAL] Yeah, you go ahead and send them in when, yeah, it'll probably be a different, um, it might be a different claim, send it all in.
[CUSTOMER][NEUTRAL] And when he starts.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And we'll file it and then again like I said, even though it it might be exhausting but say 2 or 3 months down the road you get more bills or more itemized receipts or anything like that um we don't have timely filing so as long as your policy was active at the time, uh, you had a service done you can you can send it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] Do I call and say uh [PII] hi I sent forms in blah blah blah blah blah blah and I just received this and this can I send it in? Can I call and talk to somebody to make sure I'm doing the right thing when I do get those?
[AGENT][POSITIVE] Yeah absolutely any time you have any questions, that's what we're here for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We, we, we know it's complicated. There's a lot going, there's a lot of moving parts. It's a lot.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Yeah, wait, yeah, and, and [PII] just ask once you receive these fax papers that we already have minus the thing the EOB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How long does a claim usually take before we hear anything?
[AGENT][NEUTRAL] Typically 7 to 10 business days.
[CUSTOMER][NEUTRAL] Average, I know.
[CUSTOMER][NEUTRAL] After you receive all the paperwork.
[AGENT][NEUTRAL] Right, and with the holiday, I don't know who is here and not here, so, so maybe on the 10 day side, um, but yes, typically 7 to 10 business days.
[CUSTOMER][NEUTRAL] I, yeah, that's OK, yeah, OK.
[CUSTOMER][NEUTRAL] OK, because then that'll give us between [PII] and [PII] to get past the holidays and um.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] And I can call to make sure you receive the forms and they're all complete so far and all that stuff, right?
[AGENT][NEUTRAL] Right, and if it's set and if it ends up getting denied, it could always be because we need more um information and even if we if you call and you hear it's denied, we will tell you why it was denied and and if it's for more paperwork you just send in that paperwork and it gets re-reviewed.
[CUSTOMER][NEUTRAL] Right, and
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I think I've had all the questions. I just, he just needs to get it faxed and.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Then I got a call. Lovely [PII] and I don't have any medication to keep me calm because.
[CUSTOMER][NEUTRAL] The last time I called them years ago, they wanted me to.
[CUSTOMER][NEGATIVE] Tell my nurse practitioner and I hate that phrase she doesn't belong to me, she earned her own degree on her own to go file refile her, I don't know what it's called when you get a certification number or something, and that was after 2 hours.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I said, ma'am, I pay for this insurance every month.
[CUSTOMER][NEGATIVE] What is your hourly wage? Well, what do you wanna know that for? And I said because if you're asking me to do your job, I wanna know how much I'm gonna get reimbursed and she said, I'll just do it myself.
[CUSTOMER][NEUTRAL] Finally, after 2 hours, you know, I'm thinking.
[CUSTOMER][NEUTRAL] God, lady.
[AGENT][POSITIVE] You got it done.
[CUSTOMER][NEUTRAL] It's there's a line and it's like you done made me cross it so OK well [PII], you have a state.
[AGENT][POSITIVE] Well, you relax and have a good weekend, OK?
[CUSTOMER][POSITIVE] Yes, you too and be safe.
[AGENT][POSITIVE] Alright thank you so much for calling APL have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.