AccountId: 011433970860
ContactId: 9bc338c5-8fcb-4deb-99b3-ff1b6acc6fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1581199 ms
Total Talk Time (AGENT): 442410 ms
Total Talk Time (CUSTOMER): 650565 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/9bc338c5-8fcb-4deb-99b3-ff1b6acc6fe9_20250129T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII]. I'm calling from provider's office to check on claim status.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], I missed your name.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can I get the
[CUSTOMER][NEUTRAL] [PII], right? [PII].
[AGENT][NEUTRAL] Yes. And can I get the policy number, [PII]?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Uh yes, uh, the policy number of the patient, that would be
[CUSTOMER][NEUTRAL] 02413470 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my callback number, that would be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name, that is [PII], and the date of birth of this patient, [PII].
[AGENT][NEUTRAL] OK, thank you. And you said that you're checking uh claim status, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, I can help you. What's the date of service and the total charge?
[CUSTOMER][NEUTRAL] Uh, the date of service that is [PII] and the total charge amount for this one that is.
[CUSTOMER][NEUTRAL] $5,326 even.
[AGENT][NEUTRAL] OK, and OK.
[AGENT][NEUTRAL] And is this a facility charger or professional charge?
[CUSTOMER][NEUTRAL] Uh, this is the facility charge.
[AGENT][NEUTRAL] In the name of the hospital? Mhm.
[CUSTOMER][NEUTRAL] Hospital
[CUSTOMER][NEUTRAL] Uh, that is Holy Cross Hospital.
[CUSTOMER][NEUTRAL] Hospital is Holy Holy Cross.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I show that this claim was received.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Process, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And a payment of 2, a payment of $290.97 was processed for this date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And with the, with the payment of this check, the policy maximum for this benefit has been met.
[CUSTOMER][NEUTRAL] Uh, the policy has, uh, reached the maximum benefit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, and the, uh, by the way, the uh, you guys are the, uh, secondary for this, uh, patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh yes. Uh, what happened, you know, initially, we have billed the claim to the primary and they allowed uh uh $1,384.76 and uh applied towards deductible, the whole amount, whatever the allowed amount. So, we have billed the claim to the insurance, uh, but you guys paid only $290.97. And how about the remaining $1,093.79? How about this?
[AGENT][NEUTRAL] What do you mean? How about it? What do you mean?
[CUSTOMER][NEUTRAL] Uh, like, uh, this is the, uh, we are uh, uh, whatever the primary uh play towards patient responsibility, you know. So we are expecting that, uh, patient responsibility from the secondary, but you guys paid, uh, uh, uh, only $200.99 and $99.97.
[AGENT][NEUTRAL] That was the remaining benefit of the outpatient benefit. That was all that was left.
[CUSTOMER][NEUTRAL] Yes, yes. The remaining, apart from this, uh, you guys paid only this much and the remaining is uh $1,093.09 79 cents.
[AGENT][NEUTRAL] And that's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so we haven't received the, uh, uh, as per our expect expected amount from the primary, uh,
[AGENT][NEGATIVE] OK, can I speak with your supervisor because I don't think you're understanding what I'm saying.
[CUSTOMER][NEUTRAL] OK. I will let you know. But we, we, we got, uh, this is the second, you guys process this claim as a secondary, right? Whatever the primary left out balance is or $1300 sorry, $130884.76. So we are expecting that whole amount from the secondary, but you guys paid this claim uh only $290.97. So, ma'am, I know the reason for this?
[AGENT][NEUTRAL] Again, that was the remaining benefit for that for the outpatient uh service.
[CUSTOMER][NEUTRAL] Uh, this, this is, we need to build this uh remaining balance to the patient.
[AGENT][NEUTRAL] We do not determine the patient's responsibility, so we cannot advise.
[CUSTOMER][NEUTRAL] Uh, but in the EOP
[CUSTOMER][NEUTRAL] We don't have the clear UOB with us. So, can you please send me the copy of UB?
[AGENT][NEUTRAL] OK, the check was attached to the explanation of benefits, and so it's now available to download on our online service center. I can provide you that web address and assist you with creating an account and downloading another copy of the explanation of benefits. Did you receive that check?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] No, we haven't received uh uh just we have received the EOB but there is no clear information is listed on that. Just there is uh uh there is only paid amount is reflecting on the EOB but there is no remaining amount where it was applied towards. So that kind of information we are not getting on the EOB.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey [PII], on our explanation of benefits, it'll tell you the reason that the remaining benefit was not paid. It doesn't show what patient's responsibility because that's not what we determine. We just process the claim according to the APL policy, but we do not determine patient's responsibility.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. OK. Do one thing. Can you please fax me the copy of your?
[AGENT][NEUTRAL] And as I was stating, I can give you our web address and assist you with creating an account and then you can download the explanation of benefits just let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, yes. Uh, no, no, you, yeah, yes, you are right. You are you, uh, you, whatever you're saying, that is correct. Uh, what happened, you know, I, I, uh, for the previous 3 patients, uh, I was facing the same issue. So when I was checking in the portal, there is no clear information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so just if you requested UB from your side, no, uh, it will very helpful. So we, we will send that UB to our supervisors. So we got this UB from the representative from that insurance side and we are sending this uh UOB to, because if you search that UOB through the portal means they will not take an inaction on this. If you have received the UB from you guys, means they will take the inaction on this.
[CUSTOMER][NEUTRAL] Because, uh, you guys, because, uh, so the reason we are uh doing calls and uh we are getting the confidential information from the uh uh representative regarding of the EOB and all.
[AGENT][NEUTRAL] I'm a little confused as to what you're saying, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] We are able to see the EOB through the portal, but there is no clear information mentioned on that EOB in the portal. So what I'm doing, I'm calling the insurance and for the previous, uh, uh, I took 3 sets for the previous patient. The same scenario was happening with those uh uh patient also. So what I did, I go, uh, I, I went, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can you hold for, can you, can you hold for just a moment? Oh, hold on just a moment. So let's do this. I'm gonna walk you through the process, OK? Um, because if, do, do you have a copy of the claim that was mailed to American Public Life, The Holy Cross Hospital claim?
[CUSTOMER][NEUTRAL] Yes. OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this is what we're gonna do. Were you given a a website address before to our online service center?
[CUSTOMER][NEUTRAL] That, that is listed behind of the patient ID card, right?
[AGENT][NEUTRAL] No, um, so let me give you the web address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mm, just give me a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, what is the web address?
[AGENT][NEUTRAL] OK, so I'll spell it out for you if you, if that's OK. It's [PII].
[AGENT][NEUTRAL] U R E D.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Dot
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, A as in apple, M Mary, P as in Peter, U.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, B as in Bob, L Larry.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, thank you
[AGENT][NEUTRAL] And so that that takes you to the home page um it says online service center welcome.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To the right of that, uh.
[CUSTOMER][NEUTRAL] And you
[AGENT][NEUTRAL] Mhm new user.
[CUSTOMER][NEUTRAL] I need to choose new user, right? Yes, OK. Mhm. I need to check all the
[AGENT][NEUTRAL] Right, right. And then.
[CUSTOMER][NEUTRAL] I'm an individual AP no. I'm employed now. I'm writing you know.
[CUSTOMER][NEUTRAL] Uh, I'm a medical or dental provider, OK?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Next I need to add your tax identification number.
[AGENT][NEUTRAL] And can you tell me out loud what the tax ID number is for this uh for [PII]?
[CUSTOMER][NEUTRAL] Uh, our tax identification, uh, uh, yes, I will go, uh, I will let you know the tax identification number. That is uh [PII].
[AGENT][NEUTRAL] Because what you and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then the patient account number um it's gonna be on the claim form, so on the UBL4 form it's gonna be in box number 3A. It's the patient control number. I think that's at the upper right corner of the claim.
[AGENT][NEUTRAL] Inbox 3A. Can you tell me what that number is?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] H as in Henry, 130000542078002.
[AGENT][NEUTRAL] OK, so we were only able to house the characters, all of those numbers except 2, so when you enter yours, don't add the 2.
[AGENT][NEUTRAL] Just go to 00.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I, I need to, uh, add a H, H as in Henry. I need to include that also.
[AGENT][NEUTRAL] Yeah, all the number except the last number too but enter the rest of the number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Uh, it was showing user name. I need to create here, right? Username, password, and all.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mm, no rush.
[CUSTOMER][NEUTRAL] I need to add phone number right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to add a text message, phone, everything I need to add over here.
[AGENT][NEUTRAL] Uh, you can or you can, well, uh, is this, yeah, because it's gonna send you a code.
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment. Just be online.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Yes, thank you so much. Just I'm adding, adding that number here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] Yes, I logged in. Uh, here, uh, APL claim number, patient first name, uh, if I, uh, quick access, I, I, I, uh,
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And date of birth. Uh-huh.
[CUSTOMER][NEGATIVE] OK. I'll go through this one, no. Quick access.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, yeah, that's a quick access, yeah, because all you need is a patient's first name, um, our claim number, and I believe the patient's date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Claim number.
[CUSTOMER][NEUTRAL] 352-931-3
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's name, first name [PII].
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I was able to search this patient. I got the claim number, completed claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you can share that with your teammates that's how you can go in and download an ELB and or check claim status, but um in order to download the ELB um if you do the quick search you'll need to call us for the claim number.
[AGENT][NEUTRAL] Or you can do the other search that's on the online service center.
[CUSTOMER][NEUTRAL] Uh, yes. See, uh, in this EOB, no, just we, we are having only paid information. Other than that, uh, we are not having any other information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He.
[AGENT][NEGATIVE] Go to the 2nd page though. It's on the 2nd page.
[CUSTOMER][NEUTRAL] OK, 2nd page.
[CUSTOMER][NEUTRAL] With payment for this check, the policy maximum for the benefit has met. OK. Uh, there is no more, uh, amount is allowed for this patient, uh, uh, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, to be paid, uh, uh, whatever you guys paid, that is, uh, uh, last decision from the insurance, right?
[AGENT][NEUTRAL] That that exhausted their outpatient benefit for [PII].
[CUSTOMER][NEUTRAL] So then
[CUSTOMER][POSITIVE] OK, thank you. So, we are able to build this balance to the patient or not?
[AGENT][NEUTRAL] We cannot advise, we, yeah, we do not determine patients responsibility. So according to the EOB it tells you that with the payment that you received that exhausted the outpatient benefit for [PII].
[CUSTOMER][NEUTRAL] Because that patient
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what is the, like, uh, uh, what are the
[AGENT][NEUTRAL] That's, that's all they had remaining.
[AGENT][NEUTRAL] It's a $1 maximum. It's 1,2 the benefit is $1250 per calendar year. That's the outpatient benefit.
[CUSTOMER][NEUTRAL] Yeah, yeah, it.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, the patient has taken out, uh, outpatient benefits, right?
[AGENT][POSITIVE] No, I'm giving you the benefit.
[CUSTOMER][NEUTRAL] Per calendar, the patient has exhausted. Oh, OK, OK, per cal.
[AGENT][NEUTRAL] I'm giving you the outpatient benefits which is up to $1250 per calendar year, so he, he has exceeded that amount and so that's the that's why we were only able to pay what we paid because his benefit is exhausted. There's no more benefits for [PII].
[CUSTOMER][NEUTRAL] OK. Now, now I got your point. The, this issue is uh from patient's side, not from provider's side and insurance side. Whatever the benefit uh the insurance is providing, the patient has taken all over the benefit from the insurance and uh whatever the uh left out benefit, uh, that much of amount only you guys paid and remaining is uh uh is uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, then, uh, you guys are not going to cover the, that thing. So I will,
[CUSTOMER][POSITIVE] Discuss with my supervisor and I will take the next action on this. Thank you for your assistance. And I have one more patient. um I have one more patient, just a moment. This was paid through check, right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Individual check
[CUSTOMER][NEUTRAL] This claim
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, may I have this, uh, checker number?
[AGENT][NEUTRAL] Check number is 201.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 33
[AGENT][NEUTRAL] 47.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it was issued and cleared on.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] The check cleared on [PII].
[CUSTOMER][NEUTRAL] And issue on
[AGENT][NEUTRAL] The date that it was processed.
[CUSTOMER][NEUTRAL] Issued on [PII].
[AGENT][NEUTRAL] Which was [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Next policy number if you're ready.
[CUSTOMER][NEUTRAL] Yes. Uh, and the, uh,
[CUSTOMER][NEUTRAL] I called up and number is your name and today's date, right? What is the initial of your last name?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][POSITIVE] OK, thank you. I'm moving towards the last patient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] This is OK.
[CUSTOMER][NEUTRAL] Uh, the next patient, member ID number 1,067,610.
[AGENT][NEUTRAL] Give me that one more time, please.
[CUSTOMER][NEUTRAL] 106
[CUSTOMER][NEUTRAL] 7610.
[AGENT][NEUTRAL] Mhm. And then the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And the date of birth of this patient, [PII].
[AGENT][NEUTRAL] OK, and what's the data service in charge?
[CUSTOMER][NEUTRAL] Uh, the date of service that is [PII] and the total bill amount for this patient.
[CUSTOMER][NEUTRAL] $19,057.30.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][NEUTRAL] From, from Holy Cross.
[CUSTOMER][NEUTRAL] Yes, Holy Cross Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so I show that this claim was received.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Process [PII], um, the payment was not made because the date of service is after.
[AGENT][NEUTRAL] The policy termination date and the termination date is [PII].
[AGENT][NEGATIVE] And no active coverage.
[CUSTOMER][NEUTRAL] Uh, when the patient is affected from?
[AGENT][NEGATIVE] No active coverage for this patient.
[AGENT][NEUTRAL] The effective date for this patient?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm. And what is the term termination?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] [PII]. And uh the uh there is uh no active uh for no further active plans with this account, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, from and turn down. And is there any uh any other uh insurance you guys are having?
[AGENT][NEUTRAL] Claim number?
[AGENT][NEUTRAL] He has no other coverage with us at this time, [PII], and the claim number is 354.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 33936.
[CUSTOMER][NEUTRAL] 33963543396.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, 35439.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] 3543936
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment. I'm going into the portal for the EOB. Just a moment.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] No, it was showing there is no claim.
[AGENT][NEUTRAL] OK, remember the tax ID number, is it the same?
[AGENT][NEUTRAL] On the claim, is it the same?
[CUSTOMER][NEUTRAL] Yes, um, uh, yes, came, yes, again. Uh, I missed 11 letter. Uh there, there is a, yes, yes, but I, I added only a single letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold
[AGENT][NEUTRAL] Hold on 1 2nd. Hold on 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], tax ID 1028. OK.
[AGENT][NEUTRAL] What's the tax ID?
[CUSTOMER][NEUTRAL] And with 1028.
[AGENT][NEUTRAL] No I'm talking about the provider's tax identification number.
[CUSTOMER][NEUTRAL] Uh yes, sir. The provider tax identific. For this patient is different, I think. Uh it is [PII], no, same only [PII].
[AGENT][NEUTRAL] And then what do you show with the patient account number on the hospital bill?
[CUSTOMER][NEUTRAL] H as in Henry 1300005947610001.
[AGENT][NEUTRAL] OK, remove the one at the end. We run out of character spaces so we.
[CUSTOMER][NEUTRAL] No, uh, yes, yes, uh, I got the EOB.
[AGENT][NEUTRAL] Oh, you did receive it. OK. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the, these services were rendered after the coverages, coverage was terminated, yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] I then with this all the patient.
[AGENT][NEUTRAL] Anything else
[AGENT][POSITIVE] Now you can have a little training class and show that to your colleagues, OK?
[CUSTOMER][POSITIVE] Uh, uh, definitely, definitely, I will teach them. If they are, if they came across with this type of scenario, no, definitely I will teach them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else, [PII]?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Yes, I'm done with all the patience. Thank you so much, [PII]. Thank you so much for your time. Thank you so much for your assistance. Have a nice day. Have a colorful weekend. Bye-bye. Take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too. Bye-bye. Uh, you too.