AccountId: 011433970860
ContactId: a7f35b0c-0669-4786-8553-b888cc7dd768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1644390 ms
Total Talk Time (AGENT): 1002617 ms
Total Talk Time (CUSTOMER): 489271 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a7f35b0c-0669-4786-8553-b888cc7dd768_20250116T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I filed an indemnity report. I broke my collarbone in July. I filed and I just had to rush in and do surgery. So I filed a um indemnity report, um, but I still haven't gotten any money, so I'm just trying to check the status of it.
[AGENT][NEUTRAL] Sure I can help you with the claim status. Can I have your first name?
[CUSTOMER][NEUTRAL] It's [PII] or [PII]
[AGENT][POSITIVE] Thank you Mr. [PII]. Can I have your call back number just in case we get disconnected and I can call you back please.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] 2,183,480
[AGENT][NEUTRAL] And do you have your policy number handy or you need me to look it up?
[CUSTOMER][NEUTRAL] I've got it here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's gotta go back in the photos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Member ID is that what you're looking for?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 682
[CUSTOMER][NEUTRAL] 515629
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just give me one moment please.
[AGENT][NEUTRAL] I'll have you verify some information for me and then we'll go ahead and take a look at what's going on with your claim verify your date of birth please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And happy belated birthday.
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sure, what, um, what is your mailing address, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that city and state?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the last piece of verification, your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let's take a look here.
[AGENT][NEUTRAL] I'm gonna pull up the claim image because it looks like we requested some information and then we received that information, but it was uh deemed duplicate so let me just take a look at what was originally submitted, so bear with me for just one moment.
[CUSTOMER][NEUTRAL] Yeah, someone, someone in the department sent me a form that was the wrong form and then someone above them sent me the right form and I sent that in.
[CUSTOMER][NEUTRAL] But that was, you know, a couple of months ago now.
[AGENT][NEUTRAL] Yeah, I see that. OK, so we originally received the hospital indemnity claim form and it looks like we had some statements attached to that so I'm gonna look at that.
[AGENT][NEUTRAL] And then um because this is an accident policy it does require that accident claim form um and that looks like let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so based on what I can tell I don't see the accident claim form, um.
[AGENT][NEUTRAL] And what that accident claim form consists of, it it asks questions about um the injury. It will ask questions in, in regards to uh like I said, you'll fill out that top portion about the insured, then we'll ask about who the patient is and then the accident details. So we'll need that date of the accident occurrence and then what occurred, um.
[AGENT][NEUTRAL] And how you were injured.
[AGENT][NEUTRAL] And then the other information that we're asking for is an itemized bill. Um, now what we received is kind of like your statement, it does list uh some of the treatment, but it doesn't give us the whole picture. So, um, it looks like.
[CUSTOMER][NEUTRAL] Well, what else do you need? I mean, that, that's, that's straight from the doctor's office.
[AGENT][NEUTRAL] Right. So it does give us some information. It looks like there was an initial evaluation, like the office visit, and then there was some treatment for the, um, it looks like it was a fractured clavicle that, so they gave us a procedure code and then an arm sling. So then the other document is the um oh it looks like that's just a duplicate of what the first document is. OK. So, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For the initial injury, um, it looks like, so then you, were you treated somewhere and then referred to like an orthopedic?
[AGENT][NEUTRAL] Or did you go right to the orthopedic?
[CUSTOMER][NEUTRAL] Yeah, I was
[CUSTOMER][NEUTRAL] No, I went to the emergency room and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And, and they were able.
[CUSTOMER][POSITIVE] Some people have a lot of trouble just getting in touch with my insurance with member services, but the emergency room didn't have that trouble, so they were able to communicate and I was in and out of there, um.
[CUSTOMER][NEGATIVE] And then, so no money out of my pocket on that day. And then like 12 days later, I got the surgery and um they had tons of trouble getting in touch with member services and I just needed surgery, so I just, I paid for that out of pocket and that's, hence the indemnity.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Does that answer your question?
[AGENT][NEUTRAL] Yes. So,
[CUSTOMER][NEUTRAL] So there's, what I'm saying is there's, there's others, there's other money that
[CUSTOMER][NEUTRAL] That's that's involved with this, but it's not through indemnity because in those other cases they were able to get in touch and able able to file a claim.
[AGENT][NEUTRAL] OK, so let's kind of take it from the top here. OK, so because this is an uh um this is your, just one second. So this is the hospital indemnity. Um, I'm gonna look at your benefits and the reason why we're asking for that information is there could be other additional benefits that could be payable if we have that uh um initial treatment to the emergency room.
[AGENT][NEUTRAL] So there's um there's additional benefits like if you go to the emergency room, um you're treated by emergency physician as opposed to just a physician's office. And um there, there could be other benefits payable. But in this case, like I said, because, um, it, well, I, I don't think that we
[AGENT][NEUTRAL] Need necessarily that accident claim form because it is a hospital indemnity plan and normally if it's an accident we do ask for those accident details but because you have an indemnity plan we can accept that claim form that you provided. However, we are requesting like a an itemized bill and what that itemized bill would consist of is like I said that.
[AGENT][NEUTRAL] Initial treatment to the emergency room and I, I do see that you did have surgery in addition to that. However, like I said, there could be additional benefits payable from that initial visit to the emergency room and then also your surgery. So what we're needing is an itemized bill from the initial treatment from the emergency room.
[AGENT][NEUTRAL] And then also um a more detailed uh description. Now, the, the statements that you sent in, we can read those codes on there. However, we do need an accompanying diagnosis. And what that means is like, for instance, that in this case, it looks like you fractured your clavicle. So we would need that diagnosis just showing that it was a fractured clavicle.
[AGENT][NEUTRAL] And the reason, like I said, the reason why that is is because you do have emergency, um, accident emergency benefits under this plan. So there, like I said, there could be additional benefits payable um based on what I'm looking at as far as your benefits go. So if you wanna send that information um into us for the detail of the initial visit.
[AGENT][NEUTRAL] Um, with that diagnosis code, then we may be able to look at those benefits as well.
[CUSTOMER][POSITIVE] OK, um, I appreciate all that. Uh, correct me if I'm wrong, indemnity is specifically for money that's already come out of my pocket, right?
[AGENT][NEUTRAL] Well, what this, basically what this policy is, it's kind of like a supplemental, it's kind of like an Aflac plan. So in other words, you have your major medical, but this would pay you in the event that you were hospitalized and confined to a hospital or in like in your situation where you had an outpatient accident treatment.
[AGENT][NEUTRAL] So, um, this, this, it is limited benefits under this plan and it will pay for that outpatient accident treatment. But like I said, we need to have that procedure and diagnosis code and like I said, I do see where you sent in the statements from the uh orthopedic where it looks like they, they ended up doing surgery and like you said, you paid out of pocket.
[AGENT][NEUTRAL] So this policy, um, like I said, we'll pay for that emergen outpatient accident emergency room. We just have to have that uh diagnosis and then let me just check your plan here.
[CUSTOMER][NEUTRAL] The part that I'm confused about is
[CUSTOMER][NEUTRAL] I filed the emergency room claim.
[CUSTOMER][POSITIVE] That was one of the ones that was easy and just went through and um member services finally processed it months later and
[CUSTOMER][NEUTRAL] You know, I still owe.
[CUSTOMER][NEUTRAL] You know, I still owe like like the, the, the emergency room visit ended up costing like 3.5 or 400, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And you know it's like a it's like a repayment thing so they make it cheaper for you, but I still owe like a few 1000 on it or something um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And am I hearing you right? You, you're saying that if I
[CUSTOMER][NEUTRAL] Can get an itemized.
[CUSTOMER][NEUTRAL] An invoice from them then you guys will cover all of it.
[AGENT][NEUTRAL] We will not cover all of it, no, because this is limited, uh, limited coverage. So basically, you have your major medical. This is like in, like I said, this is a hospital indemnity, but it is focused more for uh hospital admission and confinement. So if you were hospitalized as inpatient and confined to the hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] However, you do have an outpatient accident treatment benefit here and like I said, there is an emergency room and then a physician visit and like I said, it is limited benefits. It's not going to pay your bill, it's just gonna pay you out that benefit for whatever um services like for instance, the emergency room that is a $50 we're gonna pay you a $50 benefit for that emergency room visit. But like I said, we do need to have that.
[AGENT][NEUTRAL] Procedure and diagnosis code from the initial treatment in the emergency room. That's what we're asking for as far as the billing. Now, um, this policy does not.
[CUSTOMER][NEUTRAL] Well, I, just, just, sorry, sorry to interrupt you. I don't.
[CUSTOMER][NEGATIVE] I don't understand why you.
[CUSTOMER][NEUTRAL] You guys need the emergency room visit when that's already been handled by member services.
[AGENT][NEUTRAL] Well, it's
[CUSTOMER][NEUTRAL] Like they've they've already completed that claim and and I I just haven't paid yet because I'm trying to figure out where my other money is.
[AGENT][NEUTRAL] OK, now this policy is completely different from what you have with your, uh, your major medical. Like I said, this is just a, a, it's kind of like a supplemental plan in addition to your major medical to help set offset your cost.
[CUSTOMER][NEUTRAL] Got you. So APL is a totally different.
[CUSTOMER][NEUTRAL] Entity than member services.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is a different policy and like I said that that even that policy number that you provided me, I have a different policy number that I'm looking at as far as your hospital indemnity but this hospital indemnity is completely separate from your uh plan that you have through the member services. It's the BWA I believe is the um group, is that right? Yeah, yeah, that is your major medical.
[CUSTOMER][NEUTRAL] Yeah, yeah. Yup.
[AGENT][NEUTRAL] So you're saying that they haven't reimbursed you for anything other than your initial emergency room under that plan, is that right?
[CUSTOMER][NEUTRAL] As far as I can tell, they've gotten.
[CUSTOMER][NEUTRAL] They've gotten all the claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and you know there was a, there was a.
[CUSTOMER][NEUTRAL] There was a separate charge for orthopedic, and there was a separate charge for the actual surgery on the collarbone, and then there was the emergency room and, and, uh, and then little stuff like slings and, you know, X-rays, it's like, it, it, it's crazy, but um
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] As far as I can tell,
[CUSTOMER][NEUTRAL] All of that's been processed. I somehow still owe, you know, 20 or $2500 or something like that.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] The indemnity, specifically the, the collarbone surgery and the $500 pre-surgery visit is the only thing that is sort of like unresolved and that's indemnity because I paid for it out of pocket. So I'm like,
[CUSTOMER][NEUTRAL] I'm hoping that whatever money I can get out of that, I can just give it to member services, it'll cover most of what I owe them and just finally be done with this thing.
[AGENT][NEUTRAL] OK, so I understand what you're saying, however, I think um there's some confusion so that the indemnity plan is not to be in place of, you know, you paying out and then it reimbursing you.
[AGENT][NEUTRAL] It is strictly like I said limited benefits and it's supposed to help like I said with the difference between what you have to pay out of pocket from your major medical. This, like I said, it's sort of like an Aflac plan which means that they'll pay you benefits for certain services that are covered under the plan, which that's what leads me back to like a.
[AGENT][NEUTRAL] The original, you do have outpatient accident sickness treatment and what that means is that I'm sorry, the outpatient accident treatment in the emergency room and then the physician's office if it's due to an accident or or injury, we can pay a benefit for that. However, it doesn't pay, um, it, it doesn't cover it doesn't cover all of it. It just pays us as a limited benefit toward that type of.
[AGENT][NEUTRAL] Uh, service treatment. In other words, the emergency room has a visit, um, that's a payable benefit, and then the, uh, physician's office when you initially went to the physician for treatment. So you would get a benefit for both of those items. However, it doesn't pay for, um, this policy doesn't.
[AGENT][NEUTRAL] Have any surgical benefit. It doesn't have any uh supplies or laboratory or or diagnostic uh benefit under this plan. It's strictly that treatment and the uh by the physician for that emergency room visit and then for um the physician office.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] So, you, you wanna make sure that, yeah, you wanna make sure that you're submitting that those providers being this orthopedic that did the surgery, you wanna make sure that they are sending that claim into your uh major medical, meaning the uh the uh the BWA plan. You wanna make sure you're sending that to member services or that you provided that doctor that information so they can send the claim on your behalf.
[CUSTOMER][NEUTRAL] I understand that.
[AGENT][NEUTRAL] Just so that um even though you paid out of pocket, you still want that claim to be billed to member services so um I can provide you, do you have their contact information for member services?
[CUSTOMER][NEUTRAL] Yeah, of course. The, the whole reason I, I filled out the indemnity form is because when I spoke to them about that, they said, oh, if you already paid out of pock[PII], you need to file an indemnity form.
[AGENT][NEUTRAL] I'm not sure who told you that.
[AGENT][NEUTRAL] The provider, the doctor's office?
[CUSTOMER][NEUTRAL] No, no, no, no, uh, member services, WWA or whatever you just said, yeah.
[AGENT][NEUTRAL] The BWA OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, like I said, this, I'm not sure if they don't not aware but like I said, this policy, um, is in fact, like I said, uh, limited benefits. So when we received that.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] That claim form we ask for itemized bill and then we also let you know that there's no surgery benefit under this plan and there's no um.
[AGENT][NEUTRAL] Uh, the
[AGENT][NEGATIVE] The sling, it looks like the sling was also denied as noncovered service.
[CUSTOMER][NEUTRAL] So what is covered? You said that.
[AGENT][NEUTRAL] The office visit to the physician.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then the emergency room, the initial treatment for the emergency room, there's a benefit payable for that. Now those benefits are limited. Like I said, it's a $50 payable benefit. Uh, once we receive the information, like I said, that we can verify that it was for that accident treatment in the emergency room and then accident treatment in the physician's office. You have those two benefits payable for you under this plan.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Otherwise, it's strictly a hospital admission and confinement policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So like best I'm looking to get out an APL is $100.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] Why do I pay for this insurance? Um,
[CUSTOMER][NEUTRAL] OK, so you think that I need to file a claim.
[CUSTOMER][NEUTRAL] With member services.
[AGENT][NEUTRAL] Yes, if that's 3rd grade, right.
[CUSTOMER][NEUTRAL] For the, the money that I already paid.
[AGENT][NEUTRAL] Yes sir, because you wanna make sure like I said I don't know if they they charge you the full amount or did did they discount it because you paid with cash, but either way that claim does need to be um submitted through member services to your major medical to make sure that that was um you know you get proper reimbursement for that. Like I said, I don't know if you have a copay or deductible, you know, and that's what you paid out or.
[AGENT][NEUTRAL] If you pay the whole thing and they're telling you now that you need to send it to hospital indemnity for reimbursement, they must not be aware of the type of plan you have with us, but nonetheless, they should still be processing it under your major medical so that it gets applied properly, you know, if you do have co-insurance and deductibles and it gets applied, you know, properly and you get proper reimbursement for those services.
[CUSTOMER][NEGATIVE] Right. Yeah, they said that their percentages are like, I think they said it's like Medicaid plus 50% or something like that. So, um, I don't know what that really means, but it just, it, it's not great, honestly, it's like, you know, the, the total bill was
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] 4000 and I still owe 2000 or something like that, so.
[CUSTOMER][NEGATIVE] It's like why am I paying for, you know, it's it's, it's a weird, it's like.
[AGENT][NEUTRAL] Right, I understand. Now, this policy with us, your premium is, it looks like it's $9.83 per month is what you're paying for this premium. Yeah, but see, like, like I said, for instance, that, you know, this plan, that's offered, it, it is not a major medical. It doesn't cover what major medical, it doesn't meet that, uh.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, that comprehensive medical coverage. Like I said, it is more like an Aflac plan kind of like I said that it's supposed to um help reimburse you for treatment you received for certain services like I said that are covered under the plan. In this situation, though, you do.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Have that outpatient accident treatment and while it is only a $50 benefit for that emergency room, you have a $50 benefit for the physician's office. Um, like I said, you could go ahead and send that information into us and at least get reimbursement for those services.
[CUSTOMER][NEUTRAL] Yeah, but not reimbursement, just $100.
[AGENT][NEUTRAL] Right, we'll pay you, yeah, mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, well,
[CUSTOMER][MIXED] Yeah, I mean $100 is great, but I'm trying, you know, I haven't had insurance my whole life and then I started paying $170 a month thinking that.
[CUSTOMER][NEGATIVE] That's probably the right thing to do, and then you still owe thousands of dollars. It's just, it doesn't make any sense to me. I didn't, I didn't realize there was 2.
[CUSTOMER][NEUTRAL] Separate organizations, I, I thought that.
[CUSTOMER][NEUTRAL] Y'all were just a part of member services and indemnity was just a fancy way of saying the patient already paid the money up front. But I'm gonna call them.
[CUSTOMER][NEUTRAL] And discuss all this with them and I guess just file a new claim for the actual surgery.
[AGENT][NEUTRAL] Right. And like I said, if you wanna send in that itemization from the emergency room and then um you know, that provide, like I said, what we're looking for is the diagnosis is just as it was an accident.
[AGENT][NEUTRAL] Um, and the diagnosis is, so the treatment, like I said, those procedure codes are like what, the surgery code and the office visit code. But we we're needing is the uh diagnosis code and that's the treatment, you know, like, like I said, if it says you fractured your clavicle or bruised your clavicle or strained your clavicle, something like that. We're looking for that diagnosis code and the reason why is because it is accident treatment. So we just have to verify that it was uh related to an accident. So that's what we're asking for as far as that.
[AGENT][NEUTRAL] Um, the diagnosis and what it's called, we call it the proof of loss, but what was requested of you was actually, and this was back in September, we requested that itemized bill um with procedure and diagnosis codes. And what that means is like when you go to the emergency room, they should be able to give you a printout or even give you a, usually after, after your discharged, they give you that aftercare summary that tells you what you were treated for. We can even use that form.
[CUSTOMER][POSITIVE] Yeah, I've got something like that. OK, I've got something like that.
[AGENT][NEUTRAL] Yeah, so you could.
[AGENT][NEUTRAL] You could send that in in addition to, like I said, if they do give you that itemization of charges from that emergency room visit, you could send that into us if they don't provide that diagnosis, just send that aftercare summary that tells us that you were seen on this date and this is the reason and like I said, that's what we're looking for so we can at least um pay you the benefits that are due for the accident itself in the ER and then the physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right on. Well, understandably this is much lower on my priority list now looking at $100. I need to see what's going on with the $2500 that I spent in July, yeah, but I appreciate all that and now you know this what I'm paying for and all this like run around makes a lot more sense after talking to you, so I appreciate the clarity.
[AGENT][NEUTRAL] Certainly.
[AGENT][NEUTRAL] Sure, I understand. It's a little frustrating and it's very difficult and when you, especially when you're dealing with multiple providers and, and if you're not, you know, insurance savvy, a lot of it, you get a lot thrown at you at one time and it's hard to decipher what's important, what's the most important. Um, so, I mean, I do apologize for that.
[CUSTOMER][NEUTRAL] Yeah, I mean, the hardest part.
[CUSTOMER][NEUTRAL] Well, it's not your fault. The hardest part has just been
[CUSTOMER][NEUTRAL] These, the offices, specifically the orthopedic and the surgeon just have not been able to get in touch with member services, even with their number and their email and their PO box and everything. So like,
[CUSTOMER][NEUTRAL] Um, so I've had to do all the work, you know, and I, to this day, I, I, I, I don't know if the, if the surgeon has ever communicated with member services.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, that's not pleasant.
[AGENT][NEUTRAL] Well, hopefully they have, um, and they might be able to provide you with some additional information. I'm not sure um but definitely contact member services, excuse me, and make sure that they did receive that claim from your orthopedic for the surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if they say um we need to fill out an indemnity report, then I just say.
[CUSTOMER][NEUTRAL] No, I just, I mean, do they.
[CUSTOMER][NEUTRAL] Is it small enough we're like y'all know each other? Like if I used your name, I said no, she said that this is what happens. Would that mean anything to them?
[AGENT][NEUTRAL] I'm not certain, um, you can try. You can let them know you did file an indemnity claim. However, you wanna let them know that um you're, you're not sure if your orthopedic was able to reach out to them and get that information, but you wanna be certain that they have the claim on file for your surgery, just like I said, so, um, if, so what happens is if they do submit that claim, your orthopedic submits that claim.
[AGENT][NEUTRAL] Um, it may be a higher reimbursement amount. You don't know because if you, if they don't have that claim yet, you don't know if you paid the right amount if you paid too much or if you didn't pay enough, so you wanna be sure that it, like I said, that it's getting put through the insurance so that you could get any discounts um through your insurance if they're participating with that provider. A lot of times that will be a discounted rate, so you may not owe as much, but you wanna make sure they have that claim on file for sure for the surgery.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Right on, OK, alright, well I'll give them a call right now and I really appreciate your time.
[AGENT][POSITIVE] You're welcome. My name is [PII] and like I said, if, if um if you have any additional questions, feel free to give us a call back. Good luck. I hope it works out for you. You're welcome.
[CUSTOMER][NEUTRAL] OK, thanks, [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[CUSTOMER][POSITIVE] I appreciate you. OK bye.
[AGENT][POSITIVE] You're welcome, Mr. [PII] have take care. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But