AccountId: 011433970860
ContactId: a6ca16cd-4b4b-4c02-8290-ebf548c77824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1443849 ms
Total Talk Time (AGENT): 610873 ms
Total Talk Time (CUSTOMER): 604921 ms
Interruptions: 15
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a6ca16cd-4b4b-4c02-8290-ebf548c77824_20250528T17:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, how you doing? It's [PII]. How are you, [PII], word.
[AGENT][NEUTRAL] Hey there [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Words are hard when you're hungry, but um I have an insured's daughter on the phone and she was calling about claims for her dad. Uh, it looks like um it's for policy number 2271513. It's a cancer policy, but he had passed. Apparently we received a death certificate. And I told her it looks like on the most recent claim that was processed that we're needing uh next of kin info.
[CUSTOMER][NEUTRAL] Or testamentary papers and I explained to her that a POA is only valid when the insured is alive.
[CUSTOMER][NEUTRAL] And uh she said that they had sent over.
[CUSTOMER][NEUTRAL] Information showing next of kin and that her name is on the death certificate and also they just submitted some information that came in yesterday.
[CUSTOMER][NEUTRAL] But I'm not sure if that's the information we would need in order to process cause it, it looks like it shows her as been next of kin, but she even asked if we didn't receive the beneficiary information showing that it was changed.
[AGENT][NEUTRAL] OK, so she said that
[AGENT][NEUTRAL] They sent in beneficiary information or?
[AGENT][NEUTRAL] They
[CUSTOMER][NEUTRAL] She said they had sent in uh beneficiary information previously for a beneficiary to change but on our recent information submitted it does show her name as next of kin, but I didn't know if there was additional information that they would need to submit.
[AGENT][NEUTRAL] Oh, OK, let me just see what they sent here.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So she's saying this mail that was sent on [PII] was the next of kin information?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, no, she didn't say, but I just pulled it up and saw that it showed something to that effect of, of her being next of kin, but she has said that they had sent beneficiary information change previously.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But I don't know if that was something we would be able to see.
[AGENT][NEUTRAL] Like through customer service?
[AGENT][NEUTRAL] I don't, that probably was through customer service, not through claims, if it's like a beneficiary for the policy if he was still alive.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][POSITIVE] Thank you. Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just looking through real quick here to see if.
[AGENT][NEUTRAL] What they sent in.
[CUSTOMER][NEGATIVE] I don't show her beneficiary. I don't see anything.
[AGENT][NEUTRAL] Yeah. OK. Let me, so I'll probably just let her know she's
[AGENT][NEUTRAL] It would, it would just be a lot easier if they would just go ahead and send in that beneficiary information or a state or testamentary just whatever, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Cause I don't see, it looks like they, she just sent in a bunch of medical records.
[AGENT][NEUTRAL] This last submission.
[AGENT][NEUTRAL] Um, OK, but I, I can go ahead and let her know that.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][POSITIVE] Awesome. I do. It's uh [PII].
[AGENT][NEUTRAL] And what was her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Awesome thank you ma'am have a great one.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you for holding, this is [PII].
[CUSTOMER][NEUTRAL] Hi, how you doing?
[AGENT][POSITIVE] I'm doing fine thanks how are you?
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] Oh, I'm sorry, can you hear me?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][POSITIVE] Yeah, I can hear you. There you go. I can hear you much better now.
[AGENT][POSITIVE] Oh, very good, yes, uh, Miss [PII], how can I help you today?
[CUSTOMER][NEUTRAL] So I was just on the line with one of the reps and I was asking I had sent um the rest of the paperwork that uh we had needed for my dad's plane, but she was just telling me um that I wouldn't be able to receive the his um benefits because of an a state that she was staying or something, but when I talk to someone.
[CUSTOMER][NEUTRAL] I had the power of attorney and to leave who I I wish I.
[CUSTOMER][POSITIVE] Uh, had the name of the rep, but she was saying by I was, um, she had the power of attorney paperwork and all that good stuff in there that all of the funds would come to me since I was power of attorney.
[AGENT][NEUTRAL] OK. So you just needed information regarding um like, like the beneficiary information for your father's policy?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. Uh yes, ma'am. So I can help you with that. Um, so I do see that we have received some documentation on your, your father's cancer policy. And then I also see that, yes, we do have a copy of that power of attorney.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so, so how it works under the, the policy is, so we don't have a named beneficiary on this policy, and so what we would do next, um, like through our our legal department is we would, you know, they would review the next of kin of of Mr. uh [PII] on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then they would go by the state of who the who who the funds would be released to.
[AGENT][NEUTRAL] Um, and that would include, you know, if, um, you know, either a spouse, you know, children, grandchildren, siblings, that would be the type of information that we would, um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Need for his policy and the power of attorney actually wouldn't be um applicable in this case because that power of attorney is when, you know, it's for whenever he was living, you know, for us to be able to communicate with you regarding his policy.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, while he was still living.
[AGENT][NEUTRAL] And so do you have the, the, was there an estate set up by chance for him, do you know?
[CUSTOMER][POSITIVE] OK, but I, I'm sorry.
[CUSTOMER][NEUTRAL] But we also had, we also had sent in a beneficiary form for me.
[CUSTOMER][NEGATIVE] So they haven't received that because we did that um we sent that in like the book uh I wanna say it was.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The beginning.
[CUSTOMER][NEGATIVE] Oh, the middle of February that it was sent in, so you guys had never received it.
[AGENT][NEUTRAL] Oh let me take a look here so you said that you sent that in in February of this year?
[CUSTOMER][NEUTRAL] here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure, bear with me just a moment let me just take a look here to see um if we if we have that information on file, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, so currently I see that we, on [PII], we received the power of attorney.
[AGENT][NEUTRAL] Um, let me see if anything else here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And cause I sent it in. I sent it in right around that time. I wanted to see if it was right around that uh the day before, uh, no, it was the same day that I sent all of it in.
[AGENT][NEUTRAL] OK, sure, let me just keep looking here. I see a couple more things, um, so let me just see.
[CUSTOMER][POSITIVE] Oh yeah, that is great it's great.
[CUSTOMER][POSITIVE] It's way better than whatever you have.
[AGENT][NEUTRAL] Anything else came with it.
[AGENT][NEUTRAL] OK, bear with me just a moment.
[CUSTOMER][POSITIVE] Way better than I was.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And I see, yes, we, we did get some medical records as well on or in some itemized bills on [PII].
[CUSTOMER][POSITIVE] I like that.
[AGENT][NEUTRAL] Um, it looks like we got about 24 pages that day as well.
[CUSTOMER][NEUTRAL] Oh you gotta go to Conclu. Damn, I thought you.
[AGENT][NEUTRAL] Um, and let me see if there's anything else we received.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] Around that time.
[CUSTOMER][POSITIVE] That'd be fun. It all good then.
[CUSTOMER][NEUTRAL] So like making money over there too.
[CUSTOMER][NEUTRAL] So he got another one on his back.
[CUSTOMER][NEUTRAL] So what, what it was the tote like you were talking about?
[CUSTOMER][NEUTRAL] I said it was gonna taste like you was talking about.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEGATIVE] They try to stress them out a little further.
[AGENT][NEUTRAL] OK, and so right now I see that what we have you under as the legal power of attorney, excuse me, I'm not seeing the beneficiary. Let me look back in January, um, I'm just gonna look a couple more dates here to see if we have any other information here.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Because we had to get it notarized. We had to do all of that.
[CUSTOMER][NEUTRAL] So I wonder where it is.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] told me about
[AGENT][NEUTRAL] Let, let's see.
[CUSTOMER][NEUTRAL] OK so
[CUSTOMER][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] Well you got a couple of the people on this such quid though but you know like a mechanic look like.
[AGENT][NEUTRAL] OK, and let me, I see there's one in March. So let me try that date, but so far, I want you through January through February of this year, and I don't see a
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] A beneficiary form.
[AGENT][NEUTRAL] Do you have a copy of it by chance still?
[CUSTOMER][POSITIVE] Yeah, I still have it. Yes, ma'am.
[AGENT][NEUTRAL] OK, so, uh, here's what I, I would suggest is send us a copy of that beneficiary form of the, uh, you know, the copy that you have that was dated and um uh uh notarized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you can also on a piece of paper, just kind of list out, you know, um, his next of kin. So of course, you know, if there was a spouse, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] are his children.
[CUSTOMER][NEUTRAL] Not
[AGENT][POSITIVE] Oh, I'm sorry?
[CUSTOMER][NEUTRAL] I know I was saying there's no spouse.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, yes, so it would be considered, you know, children, um.
[AGENT][NEUTRAL] Grandchildren.
[AGENT][NEUTRAL] I, I, I would say to either children, if he has any siblings and grandchildren, um, and then if you can include just their full name, their dates of birth, and a phone number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And if you have like also like their mailing address if you have that available and just I would send that and then that would be so if we're not able for some reason if that beneficiary form is not eligible then we'll at least have that next of kin information and so that we can go ahead and proceed w[PII] you know reviewing the claim and processing the claim to help prevent any further delays so we can go ahead and start the processing to go ahead and get this information out to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No question with the next of kin, so they will be able to, so, they will be able to
[CUSTOMER][NEUTRAL] From his policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, say that again?
[CUSTOMER][POSITIVE] Like all of this stuff.
[AGENT][NEUTRAL] Oh, I'm so sorry, Miss. [PII]. I think you cut out just a little bit. Can you ask me that again?
[CUSTOMER][NEUTRAL] Yes, so I was, I was asking, so how does the next of kin work? Like, can you explain to me, so with that is they would be able to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Cause his, his, his sibling is uh deceased.
[AGENT][NEUTRAL] OK. Yes, it would just be any of his living next of kin is what you would include.
[CUSTOMER][NEUTRAL] OK, so I, so I shouldn't put nobody because there's the people.
[AGENT][NEUTRAL] Oh, are you the only child?
[CUSTOMER][NEUTRAL] Me?
[AGENT][NEUTRAL] Yes, ma'am. Are, are you, are you the you're the only child?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So what I would do then is, you know, uh you said there's like if there was a spouse or siblings, I would just list their name and just, just, and note, note that they are deceased, just so that they have that information that they are deceased.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you. So, um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What is my next question? Oh, so if they wasn't deceased, then they will be able to be entitled to some of my dad's.
[CUSTOMER][POSITIVE] Fun
[AGENT][NEUTRAL] Um, so that would just depend. So what we're doing right now is just getting a list of who who could be eligible, but like I said, it depends on each state has different laws. So sometimes that they could be eligible for part of the, the, the benefit money, but then sometimes I've seen that, you know, it only goes to a spouse or just to the children. It.
[CUSTOMER][NEUTRAL] She's like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Really just depends on the those state laws and so when you finish that information we're basically just wanting to cover our bases just to make sure that we have the whole picture of who could be eligible it's not necessarily to say that they would be if we we would just be it goes to our legal department and then they review based upon the state that this policy was issued in and we would just follow those state laws.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] But we would for sure there will be an affidavit that we would present you with that would give you the information of who's eligible for those benefits. So we, so we will communicate that with you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Did, does that make?
[CUSTOMER][NEUTRAL] OK, and so you said right the yeah this is.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that, that's why I was trying to make sure that we had the benefits paid, the beneficiary paper up in there and everything, so I didn't have to go through none of this. I'm just going through stuff. It's crazy and it's like nonstop with me.
[AGENT][NEUTRAL] Yeah, no, I understand. It could be a lot to have to deal with.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So let me write everything down so you said.
[AGENT][POSITIVE] I'm very sorry. I'm sorry to hear for your loss.
[CUSTOMER][POSITIVE] Thank you so much. So you said sending.
[CUSTOMER][NEGATIVE] Um, sending my, not my power to the people.
[CUSTOMER][NEUTRAL] Send in my uh the beneficiary paper for that we that we already had did send that in.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then send in on a piece of write a letter.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Saving
[AGENT][NEUTRAL] Yes, yeah, just the, the list of the next of kin and it doesn't have to be anything too detailed. You can just basically just list out their names and if you have, you know, their date of birth, a phone number, and a mailing address.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Think about
[AGENT][NEUTRAL] And if they are, you know, deceased, just kind of put up to their name, you know, the deceased, if you know about what time, what year that they passed away, um, it's only information that, that you know. If you don't know this information, then, then that, that's OK. We will just go with what, you know, we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh, sure, Miss. [PII]. Would you have any other questions I can help you with today?
[CUSTOMER][NEUTRAL] And so.
[CUSTOMER][NEUTRAL] And so I, I, I mean, I emailed, so do I just email this back to [PII]?
[AGENT][NEUTRAL] Uh, yes, if you have an email address, you what email address do you have that you were using?
[CUSTOMER][POSITIVE] Thank you the [PII].
[CUSTOMER][NEUTRAL] Uh, the [PII], I think.
[CUSTOMER][NEUTRAL] I see um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And so another question, so even though they, they paid me out for the benefits that he, um, that we were paying with the policy, so even though they reimbursed me that I still would have to go through this.
[AGENT][NEUTRAL] Right, so, so you're referring to, they reimbursed you the premiums for the policy, is that right?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, because I was reimbursed for the premium. Yeah.
[AGENT][NEUTRAL] Mhm, right, so, so it will be different, um, so the premiums, those are a bit, those are separate, um, that's through like a customer service like it because you're the power of attorney that then that would, yes, then you know they did, but regarding the actual benefits on the policy certificate that would actually go to a named beneficiary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So if he didn't have a beneficiary designated on his policy certificate prior to him passing, then we would go through, like, like I said, the, the legal pro the uh the legal definitions of who the next of kin would be.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] Um, but, but if since you already have those documents that you said that you filled up and the beneficiary, um, send that to us. I, I don't see that we have that on file and so I want them to review that as well to see if we can use that, um, since you already have that information as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] is my messages.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, let's see, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You don't know how much it's cooking it. It's me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'm coming. I'm sorry.
[AGENT][NEUTRAL] I'm fine. Uh, I mean, I think if you have, if the
[CUSTOMER][NEUTRAL] OK, here you go [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. So yes, you can respond back to that email address. That's fine.
[CUSTOMER][NEUTRAL] OK, thank you and what's your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] The following.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Uh, sure, of course. Um, and if you have any issues, you know, with the email with the documents, uh, you can also fax as well, um, if, if faxing will be easier for those documents. Um, would you like the fax number just in case?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, uh, yes, let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you will attention to the claims department.
[AGENT][NEUTRAL] And then I would also just be sure to have his policy number somewhere on that cover page as well.
[CUSTOMER][NEUTRAL] OK, and then one more question, Miss [PII], um, I had sent in, I sent in, um, I well I mailed in, um, a file. I wanna say it was the [PII] [PII], and I know uh it was supposed to be uh delivered no later than let me see the uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] So the [PII] was a Monday. So I wanna say it was the, yeah, the [PII] and you guys should have received it by the [PII], and I was trying to see if you guys have received that also.
[AGENT][NEUTRAL] Uh, yes, so I, I see that it looks like um we had received documents on the [PII], [PII], the [PII], and the [PII].
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] So it looks like we, we have received several of those documents, however, we, we are holding the review until we can, you know, verify who the beneficiary is to release those benefits. So once we get all this situated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm about to, I'm about to try to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][POSITIVE] So I'm about to try to do that now. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Um, and Miss [PII], if you have any other questions, do feel free to give us a call, OK?
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Sure, thanks for calling APL. Have a good day.