AccountId: 011433970860
ContactId: 9faf3ed7-a39d-40b8-9b5c-5897b50f6d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1419229 ms
Total Talk Time (AGENT): 708431 ms
Total Talk Time (CUSTOMER): 438830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/9faf3ed7-a39d-40b8-9b5c-5897b50f6d63_20250321T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to um ask about a claim I filed and just find out how to resolve it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because it it asked for um.
[CUSTOMER][NEUTRAL] The diagnostic codes for my claim, I think so I just had a couple questions if you could help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I sure can help you. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[CUSTOMER][NEUTRAL] That's 2500.
[AGENT][NEUTRAL] You said 2500?
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Um, that's what I'm showing on my.
[AGENT][NEUTRAL] You're looking at your card or the explanation of benefits or or what do you have there?
[CUSTOMER][NEUTRAL] Web online.
[CUSTOMER][NEUTRAL] Um, this is just my.
[AGENT][NEUTRAL] It should say like policy er number.
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] Uh, is there any way we can look it up? I don't have my card in front of me and I was just on my employers.
[CUSTOMER][NEUTRAL] Benefits page and it says Medlink 2500 and then it gives a policy number.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] American public life, right?
[AGENT][NEUTRAL] Yes, sir. This is American Public Life. I can look at the policy, what was that four-digit number again? What does it have that policy number? That may be the group number, but I can find you that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 2500.
[AGENT][NEUTRAL] Mhm. OK. Um, do you mind, I can search with your social if you don't mind.
[CUSTOMER][NEUTRAL] Sure, no, no, I don't mind.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, here we go. So it just popped up. I'm waiting for the.
[AGENT][NEUTRAL] Policy to populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure, uh, date of birth is [PII] um.
[CUSTOMER][NEUTRAL] Email address is uh well it could be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And what was the other thing?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so for, I do see the claim here. So for the diagnosis code, there's a few ways that you can get this. Um, you can either reach out to the provider and ask them for an itemized bill or a universal bill. Now it's different than your patient bill. Um, the patient bill is just going to show the diagnosis codes and the charges.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The itemized bill has the the diagnosis codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and let me ask you, uh, my Mac, um.
[CUSTOMER][NEUTRAL] I can get is 2500, is that correct? So because I have a, I have a litany of uh claims because I had brain surgery and then I had some complications after that so I have so many. Do I need to do every single.
[AGENT][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claim that I filed with them, I mean, or is there a way I can just that overkill?
[AGENT][NEUTRAL] No, no, it's not overkill. So 2500 is the max, if it's, if it's an inpatient um claim like if you were admitted into the hospital, um, the easiest thing to do would probably be to just call the provider and let them know that you have the secondary insurance and then they can go ahead and build the claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But since this one claim here has already been filed, um, I would just have them send you the bill and then just send the bill to us. But moving forward, you can let them know you have a secondary insurance and give them this policy number.
[AGENT][NEUTRAL] And our phone number if they need to verify benefits, that way you don't have to do all the legwork, they can file the claim.
[CUSTOMER][NEGATIVE] What if I've already like reached my out of pocket and I paid.
[CUSTOMER][POSITIVE] I've paid most of my outstanding bills.
[AGENT][NEUTRAL] You said if you've already reached your out of pocket in terms of like your deductible.
[CUSTOMER][NEUTRAL] That and my max out of pocket.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So you've already
[CUSTOMER][NEUTRAL] Yeah, so do you guys cut.
[CUSTOMER][NEUTRAL] I, I'm just not sure how this works. It's the first time I've had this. Do you, do you just pay bills or do you reimburse me?
[AGENT][NEUTRAL] Um, so we pay towards the copay, deductible and co-insurance of coverage charges after your primary, after TRS.
[AGENT][NEUTRAL] So, what should happen is anytime you give your primary ID card, you give this card. So that way the provider knows they're supposed to bill your primary first, primary pay or deny, and then they should automatically bill a second. If primary doesn't pay to something, we can't, but we're only second to TRS. So you, you really shouldn't have to file anything that the provider should be doing this.
[CUSTOMER][NEGATIVE] Oh, OK, what I, I guess I failed to give this card.
[AGENT][POSITIVE] Well, it's OK. It's never too late. We don't have a timely filing, so you don't have to worry about like a deadline or anything or like trying to get the claims in by a certain time. As long as your policy is active, you can file.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What what if I paid off all the claims already?
[AGENT][NEUTRAL] When you say paid off all the claims, you mean like all the patient responsibilities?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I will still file the claim if there's nothing owed to the provider and there's benefits that can be paid, then it would just be paid to you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So, OK, so just so I understand, can I call Blue Cross Blue Shield and ask for this universal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bill or do I need to call each and every provider?
[AGENT][NEUTRAL] You will have to call the provider. Blue Cross Blue Shield, it can only provide an explanation of benefits because they're the insurance. The billing is coming from the doctor's office or hospital, wherever, you know, wherever you went.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, and so tell me uh what I say to them again.
[AGENT][NEUTRAL] Sure. OK. Let me get the data service. Hold on one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so you're going to tell them that you need an itemized bill?
[AGENT][NEUTRAL] Or a universal bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That shows the diagnosis codes.
[AGENT][NEUTRAL] The procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all the charges.
[AGENT][NEUTRAL] For data service, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For date of er through date what what does that date mean?
[AGENT][NEUTRAL] For data service uh [PII], that's the day that you had, that you went in, you know, whatever the, whatever you went in for.
[AGENT][NEUTRAL] That's the date for this claim.
[CUSTOMER][NEUTRAL] What I, OK, so, um, I submitted, I think I submitted a lot of claims to y'all.
[CUSTOMER][NEUTRAL] Because my actual brain surgery was like in uh in [PII].
[CUSTOMER][NEUTRAL] Do you see those?
[AGENT][NEUTRAL] Right, so majority, so all of
[CUSTOMER][NEUTRAL] Or is this?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, you go ahead because I, I'm, I'm a little confused, go ahead.
[AGENT][NEUTRAL] So, of the, so we, we have received several claims on [PII]. Most of the claims were denied requesting the diagnosis code.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, other, there was one claim that was denied, let me see this 12 claims that were denied because office visits are not covered on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then, let me see what this one is. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there's one, so.
[AGENT][NEUTRAL] Two claims were um.
[AGENT][NEUTRAL] Two claims were denied because office visits aren't covered. 2 claims were denied because the service is not covered and performed in the doctor's office or clinic, and then all the others were denied requesting the diagnosis code.
[AGENT][NEUTRAL] So just to, like just a rule of thumb for your claims, they'll always need the Medlink claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The itemized bill from the provider and the explanation of benefits from your from your primary insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what was the date of [PII]?
[AGENT][NEUTRAL] Um, this is a facility charge from the University of Texas.
[AGENT][NEUTRAL] This MD [PII].
[CUSTOMER][NEUTRAL] OK, uh, OK, um.
[CUSTOMER][NEUTRAL] For [PII] or [PII]?
[AGENT][NEUTRAL] Mhm, um, this is data service [PII].
[CUSTOMER][NEUTRAL] I didn't think my policy started until [PII].
[AGENT][NEUTRAL] Let me see, hold on one second.
[AGENT][NEUTRAL] It did, um, I mean, technically they could have denied it for the, for the um policy not being active. I don't know if they caught that or not, but
[AGENT][NEUTRAL] The policy wasn't active until [PII], but the denial reason on the claim is the diagnosis code. So,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You could get the diagnosis code and see what happens, or you can
[AGENT][NEUTRAL] That's, that's up to you.
[CUSTOMER][NEUTRAL] What about so what about all the other claims that happened after like um.
[CUSTOMER][NEUTRAL] Yeah, yeah, I just wonder why that one sticks out.
[AGENT][NEUTRAL] After September.
[AGENT][NEUTRAL] Well, that was just the most recent one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yeah, that's just the last claim that we processed. Um, the two before that were the ones that were denied because the office visits aren't covered.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Prior to that, would it help you if I give you like the claim number and the denial reason?
[AGENT][NEUTRAL] Would that, would that be better?
[CUSTOMER][POSITIVE] Yes, tell me which one, yeah, tell me which ones I need if you don't mind and I really appreciate it. Tell me, uh, which ones I need to um file that I have a chance to get.
[CUSTOMER][NEGATIVE] Some money back or whatever.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEGATIVE] Cause I, cause the ones that were the doctor visits, that, that's just gonna keep getting denied, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] As long as all, yeah, all the other, um, I think the last one that just processed, I think that one just slip slipped through the crack. They didn't notice the the um effective date, but the other ones, um, so the first one that we processed was claim number, well, let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's claim number 355.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0525
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all of these, all of the claims we received on [PII].
[CUSTOMER][POSITIVE] Yeah, correct, yeah, I did it all at once.
[AGENT][NEUTRAL] OK, so that one, let me see, this one was denied requesting the diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 35, well, you said only the ones that you have a chance. OK, so that one was because the place of service. So the next one would be 355-0535.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those were um requesting a diagnosis code and it's after the policy was active, so you should be OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then 355-0540.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So all the, all the claim numbers that I'm giving you now, they're all for the diagnosis code. That's what this denial is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so after that one is 355-054-2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 355-052-5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 355-0546.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 355-0535
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's the last one.
[CUSTOMER][NEUTRAL] OK, so, uh, can you give me my policy number with you guys?
[AGENT][NEUTRAL] Sure. Mhm. So it's 254.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0989.
[CUSTOMER][NEUTRAL] Is that all I need to give them as far as like if I'm over the phone with them for them to.
[CUSTOMER][NEUTRAL] Is that all the information from me they need of y'all?
[AGENT][NEUTRAL] Mhm. Uh, I would really just give them the the um policy number and the phone number and have them call us if they need to verify benefits or have any questions and then we'll just take it from there for you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, what's your phone number, the one I dial?
[AGENT][NEUTRAL] Yes, sir, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] One more thing, so let's say I have already cleared a bill, but let's say it was for whatever, um, and the patient's responsibility was like 700 bucks, but I've already paid it if I refile it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And ask them to contact y'all.
[CUSTOMER][NEUTRAL] Typically what would happen?
[AGENT][NEUTRAL] Well, OK, so if the patient responsibility, so the reason I'm hesitant is
[CUSTOMER][NEUTRAL] Would you
[AGENT][NEUTRAL] So like these claims here that we just went over that have that need the diagnosis.
[AGENT][NEUTRAL] You may have taken care of the patient responsibility on here, but for whatever the outstanding balances, we still need those codes. So it's like a two-part answer to that. Yes, once we process it, once we get those codes and we process it, if you've already paid everything, nothing is owed to the provider, then everything is gonna come to you. If nothing is owed to the provider, it's coming to you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, so I'll just be reimbursed for what I paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what's the max that y'all can pay me out on the policy?
[AGENT][NEUTRAL] So let me see, for um your inpatient is different. So for your inpatient, anytime you're admitted to the hospital, um, it will be up to $2500 per year.
[AGENT][NEUTRAL] And this is for each person that's on the policy. And then for
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But if I went to the hospital if I went to the hospital like, sorry to cut you off, if I went to the hospital like 3 times in one year, it doesn't matter. It's not $25 per trip, it's 25 total, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, as many times as you go through the year, as long up to that $2500 we would pay towards.
[CUSTOMER][NEGATIVE] So if I knock that out in the first trip, the next ones aren't covered.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I understand now. OK.
[AGENT][NEUTRAL] And then for our
[CUSTOMER][NEUTRAL] And then what about is there another?
[AGENT][NEUTRAL] Mhm. For outpatients, so that's like emergency room, urgent care, um, the policy would pay up to, you know what, hold on one second. I just noticed for your inpatient, it's not calendar year, it's per occurrence. Hold on one second.
[AGENT][NEUTRAL] So per confinement, um, anytime you're in the hospital over 18 consecutive hours, that's a confinement. So the, the amount that I gave is correct. I just said calendar year versus consignment, um, and then for outpatient.
[CUSTOMER][NEUTRAL] So it's still a massive.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. Uh, so, but it's still, OK, it's still just a mass of 2500, like I, it does confinement is another way to say calendar year.
[AGENT][NEUTRAL] You're fine. No, it's fine.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Essentially.
[AGENT][NEUTRAL] Yeah, well, yeah, I mean, it's a difference, but yes.
[CUSTOMER][NEUTRAL] I'm not gonna get 25.
[CUSTOMER][NEUTRAL] OK, I'm there, but I, but as far as the hospital visit, I'm not gonna get any more than 2500 period.
[AGENT][POSITIVE] That's right. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, and OK, so now we're going to the other one.
[AGENT][NEUTRAL] Alright, so for outpatient, it's up to $500 per occurrence.
[CUSTOMER][NEUTRAL] Uh, mercy rooms and uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So anytime you
[CUSTOMER][NEUTRAL] Oh, so, OK, so
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You finished, go ahead. Anytime what?
[AGENT][NEUTRAL] So like anytime you go for, if you go for your knee, every time you go for your knee, that's one occurrence, but then if you go for your shoulder, that's a different occurrence. So anything that's related is an occurrence.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][POSITIVE] OK, OK, sounds good and up to 5. OK, perfect.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much for your help, [PII]. I really appreciate you.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, I think we're good and you said I have up until the end of the policy which would be around [PII] to file. There's not an expiration on like after the service is provided.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you don't have a deadline. As long as your policy is active, you can file at any time. Even if you, like once this closes, if you have something for today and it's closed down the line, you can still file as long as you have benefits, we would, you know, pay towards that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when I called them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do they need to send me an itemized bill or can I essentially just turn them over to you and say, I mean what what if you were me, what would you ask for?
[AGENT][NEUTRAL] Well, to be honest, since they've already, since the claims have already been filed, I would just get the bills and send them in, but moving forward, I would make sure they have my information so I don't have to do it anymore.
[CUSTOMER][NEUTRAL] Yes, OK, OK, so just ask them to physically mail me the bill or or can I, can I send it digitally?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, they usually email it to you and then um you can, if you send it in mail or however you send it to us, you can then send it that way. Have you ever used the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] Uh, is that where I filed my claims?
[AGENT][NEUTRAL] See, it, it, it, it came in a little differently. It doesn't look like this was through the online service center. Did you go online to do it or was it like you faxed it or?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I did it online.
[AGENT][NEUTRAL] OK, it may, it may just have come in differently, um, but if it, hold on one second, I'll check for you.
[AGENT][NEUTRAL] Let me see. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, sir, you do have, I don't know why I came in like that, but yes, you do have the online service center and account here with us. So yes, you can just upload it there and then um we'll go ahead and continue processing the claims for you.
[CUSTOMER][NEUTRAL] OK, and so there's a place where I've already opened that where I've already filed a claim there's a place to go in and resubmit these codes.
[AGENT][NEUTRAL] So anytime you submit something on the online service center, it's gonna look as if it's a new claim. You're gonna get a new confirmation number and everything, but once we get it and the examiner see what the documents are, they'll know it's for the claims that are here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, OK, I think I understand, but I, I guess I could just call back if.
[CUSTOMER][NEUTRAL] I, if I, so, so let me just ask you while I have you, so I get the code, let's say they, they, they email me the codes, then what do I do?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Then you would go on the online.
[CUSTOMER][NEUTRAL] Do I start do I file a new claim?
[AGENT][NEUTRAL] Mhm. So you, yes, so you, when you go on the online service center, it'll be like you upload, like you're filing a new claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it's OK. I just don't want you to, yeah, I just don't want you to get alarmed because it's, it's, it's new, it looks like a new claim, but when we get it, we know it's all together and we'll go ahead and reprocess these.
[CUSTOMER][NEUTRAL] It's just I'm gonna include those codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Well, I think you uh really helped me, and I thank you for that. I hope you have a great weekend.
[AGENT][POSITIVE] Thank you. I hope you have a great weekend too. And was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No ma'am, that's it I appreciate you very much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Well, thanks for calling APL and have a good day.
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.