AccountId: 011433970860
ContactId: a9d87011-69c9-4e99-9f47-341a38843f18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1228890 ms
Total Talk Time (AGENT): 761105 ms
Total Talk Time (CUSTOMER): 486171 ms
Interruptions: 10
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/a9d87011-69c9-4e99-9f47-341a38843f18_20250113T14:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, uh, I was looking, uh, for, um, a letter, like a confirmation letter for my auto insurance. They wanna know if my
[CUSTOMER][POSITIVE] I'm covered for accident.
[CUSTOMER][NEUTRAL] Uh, or for medical or that type of thing.
[AGENT][NEUTRAL] OK, and um have you already requested that and you said you're looking for one or you're trying to request that now I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I'm trying to request that now.
[AGENT][NEUTRAL] OK, just um bear with me for one moment I'm sorry um what is your name?
[CUSTOMER][POSITIVE] Oh sure, yeah, no problem.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and what's a good call back number for you in case we should get disconnected and I can call you back?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you know your policy number? Do you have it handy or do you need me to look it up?
[CUSTOMER][NEUTRAL] Yeah, I have it um let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 022.
[CUSTOMER][NEUTRAL] 04158
[AGENT][NEUTRAL] OK, so, um, let me make sure I understand you're looking for a letter, uh, to, uh, provide to your auto insurance.
[CUSTOMER][NEUTRAL] Yeah, they, they just.
[AGENT][NEUTRAL] For your coverage, medical coverage, right?
[CUSTOMER][NEUTRAL] Yeah. Mhm. Yeah, because, uh,
[CUSTOMER][NEUTRAL] Right now they have me.
[CUSTOMER][NEUTRAL] Uh, set up to where they're covering medical where they said if I already have medical coverage, then they can take it off and it would lower my monthly payments. So that's basically what I'm looking for, yeah.
[AGENT][POSITIVE] Got you OK.
[AGENT][NEUTRAL] Sure, OK, so go ahead and provide, um, can you verify your date of birth for me please, Miss [PII].
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, and what is your mailing address, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your email address, can you verify that please?
[CUSTOMER][NEUTRAL] That's sure. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK so let me check some information because it looks like that number you provided me for the policy number is actually your dental policy.
[CUSTOMER][NEUTRAL] Oh, OK, let me see if I have.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I have the other policy handy here, so it's a it looks like you have a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] You do? OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, OK, great.
[AGENT][NEUTRAL] So just bear with me for one moment.
[CUSTOMER][NEGATIVE] I don't know why I always get these cards mixed up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't say dental on the bottom, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. So I found the other policies that you have with us. Looks like you have a, an accident policy, a hospital indemnity, the dental policy, and then, uh.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] I think they're looking for accidents.
[CUSTOMER][NEUTRAL] Uh, coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, this, uh, um, just let you know this is a verification of your coverage only not a guarantee of payment. So what I was gonna do is review this information with you. So it looks like you do have, um, like I said, the hospital indemnity and then the accident only, um, and then there's a life policy and a dental policy as well now, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy um is limited medical limited medical coverage under the hospital indemnity. um, it, it is limited coverage, so it is not a major medical insurance. So the accident policy as well is just, um, it is, like I said, an accident only insurance but it does have limited benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So it it um I would assume that your insurance company is looking for major medical coverage because this policy again is limited coverage. It is not, um, it is not, it doesn't meet the minimum essential uh coverage under the Affordable Health Care Act, so it doesn't, um, it does not satisfy satisfy, excuse me, the individual mandate requirement under the act.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] So if you do have other health coverage, um.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That may uh act in this place. Is this the only coverage you have?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] OK, and I'm not sure if they're looking for limited or not, so I'll just go ahead and, you know, provide them the information and you know see what.
[AGENT][NEUTRAL] See what they tell you.
[CUSTOMER][NEUTRAL] What, uh, yeah, yeah.
[AGENT][NEUTRAL] Yeah, because like I said in the event that um like the letter that we would be able to provide is gonna let them know that it's not considered that comprehensive major medical coverage. So, um.
[CUSTOMER][NEUTRAL] Right, right, right. Mhm. OK.
[AGENT][NEGATIVE] Unfortunately, it is like I said limited limited benefits under both the accident and hospital indemnity.
[CUSTOMER][NEUTRAL] OK, is that because this insurance is for uh contractors or?
[AGENT][NEUTRAL] Um, well,
[CUSTOMER][NEGATIVE] I'm wondering because I've been having a hard time with it.
[AGENT][NEUTRAL] Yeah, unfortunately it's a little bit confusing so um it is part of the or it is part of the plans that your employer offers. I don't know if they offer additional coverage, you know, for that major medical. It of course would be a, um, that premium would probably be quite a bit more if it was major medical. I'm not sure if they, I know that some of these are offered for um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Maybe a like a um a limited time until um if it is a like a um contracted service um maybe once that you meet that uh that time there that they offer additional coverage then I can't answer because it is through your employer group um that might be a question that they could answer for you and as far as like the maybe the human resources department.
[CUSTOMER][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] Right, right, yeah, yeah, uh.
[AGENT][NEUTRAL] Um, but unfortunately I only have access to what policies you have with us, um, so I'm not sure what else they offer, but yeah, this coverage, like I said, it, it, they should tell you that at the time and some of the paperwork will tell you as well that it, it doesn't meet that, um, like I said that minimum essential coverage under the comprehensive major medical, so, um, so like I said it is limited coverage.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah. OK, um.
[CUSTOMER][NEUTRAL] Well, that's good to know. Thank you. Um, I guess if I need to keep, yeah, um, is there, could you possibly email that verification to they want like.
[AGENT][NEUTRAL] You're welcome. Did you have any other questions?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know. They sent me a, a, a like a kind of like a template letter to be filled out to send back to them. Um, I don't know, I never done this before, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if if you guys have to fill it out or uh I'm not really sure I guess I should have looked into that before I called you.
[CUSTOMER][NEUTRAL] Uh, hold one second, let me see if I can pull up that letter.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Maybe I could just forward that information to them from.
[CUSTOMER][NEUTRAL] Like what you sent me about the coverage.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, you can um.
[AGENT][NEUTRAL] I'm not sure. I think this would be.
[CUSTOMER][NEUTRAL] Oh here it is, the leather.
[AGENT][NEUTRAL] Possibly um.
[CUSTOMER][NEUTRAL] Oh OK, I have the letter right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says your plan meets the requirements to be considered qualified health coverage.
[CUSTOMER][NEUTRAL] Is that not
[CUSTOMER][NEUTRAL] Uh, that's what they, this, this letter says. They gave me like a Blue Shield Blue Cross like template letter to look at and I just have to fill in the information, um, and it said.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, dear, as of date, this letter the individuals in the table below are enrolled in in your healthcare plan.
[CUSTOMER][NEUTRAL] According to our information, plan, uh, meets the required to be considered qualified health coverage under Michigan no fault law.
[AGENT][NEUTRAL] Right, and see that's what I'm saying this coverage is not going to meet that um because it's gonna tell them that it's not comprehensive uh health care coverage, so unfortunately I don't think that it's going to meet that requirement based on what that letter states.
[CUSTOMER][NEGATIVE] Oh it's not OK.
[CUSTOMER][NEGATIVE] Oh, that's a bummer. OK. Um, what is the deductible for?
[AGENT][NEUTRAL] This plan doesn't have a deductible again it is limited coverage. So in other words, this plan doesn't work like a major medical where you go to the, um, say you go to for a doctor's appointment and usually there's a co-pay, you pay that copay and then they go to your plan and then um that goes through that um what they consider um like a uh.
[CUSTOMER][POSITIVE] Uh, excellent
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, a fee, so like a fee schedule so this plan doesn't, doesn't meet that, and that's why again it it is um limited coverage because it doesn't meet that um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That major medical. OK. So in other words, when you go to the doctor's office instead of them billing to your insurance and you know, you have a copay and then we pay, um, you know, we pay that fee and then the rest is like a um usually it's the rest of it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The remaining balance would be, you know, something that they go on their fee schedule for insurance. Unfortunately because this is not a major medical insurance, we would pay a straight benefit for that service. So in other words, under this plan that you have under the hospital indemnity, you go to the uh doctor doctor's office, emergency room urgent care.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it's a sickness benefit, if it's a sickness diagnosis, meaning that you have, so you have a sore throat or you have the flu or you have, um, that would be considered under the outpatient sickness writer we would pay a $75 benefit for that office visit and then that remaining amount over that $75 that would have to be negotiated between you and the provider because this isn't major medical coverage we would pay that straight benefit so um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] So I would have to pay the rest.
[AGENT][NEUTRAL] Yes, yes, uh huh, now there is some information, um.
[CUSTOMER][NEUTRAL] I guess I, yeah, OK. So.
[AGENT][NEUTRAL] Aside from that, with your plan, you do have wellness coverage. You also have, you know, inpatient coverage if you were hospitalized. There's also um a surgical and anesthesia benefit under this rider as well. So we would pay a benefit in the event you had surgery and, and you needed, um, but like I said, that would be based on a fee schedule according to your plan that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, so, um, if I'm like say.
[CUSTOMER][NEUTRAL] I guess like routine visits are covered.
[AGENT][NEUTRAL] Yes, now, do you, do you, I was gonna say, do you remember if you um signed up for the um wellness the, the wellness under the MEC wellness with your IMA? You do have that?
[CUSTOMER][NEUTRAL] Um, because I have used it, yeah.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I did, I got the better plan, so, um,
[CUSTOMER][MIXED] I don't think I got the top tier, but I got like.
[CUSTOMER][NEUTRAL] The one below that I'm sorry, I don't know the name of it um.
[CUSTOMER][NEUTRAL] Um, I don't know what are, what are the, was it platinum or something? I'm not sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, so it would, it would probably be the premier, um, I believe it's, yeah, so yeah, you have like the 3 to choose from. You have the basic enhanced, and then Premier or something, uh, I think it goes along those lines. So, um, in other words, like, but what I was saying do you know um.
[CUSTOMER][NEUTRAL] Premier, Premier.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know about how much your premium is a week?
[CUSTOMER][NEUTRAL] Yeah, um, it's.
[CUSTOMER][NEUTRAL] 40 to 50.
[AGENT][NEUTRAL] OK, because I'm just wondering, there, there is an additional wellness plan that you can sign up. It is a separate, um, premium. It all it all, I'm sure it all comes out the same, you know, way on your paycheck or your deductions.
[CUSTOMER][NEUTRAL] I think it's 40.
[AGENT][NEUTRAL] But in other words, this policy, you have that like I said, you have a hospital indemnity and then you have the um um additional policies with us. But in addition to this hospital indemnity, if you sign up for that MEC wellness, it's called like a Mac wellness um that gives you additional benefits for um your wellness visits. So in other words, for like your um annual physical, you know, your Pap smear, mammogram, anything like that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So that would be one of those, those would be items that are covered under that wellness and you have a wellness and diagnostic testing benefit under this hospital indemnity um that would pay additional benefits for wellness and or that diagnostic test. And that diagnostic test would include like a CAT scan, MRI or CT uh um colonoscopy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I thought I had that.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, anyways, if you have that wellness in addition to this, so you have kind of a, um, a, a little bit more coverage under that wellness, um, benefit, you know, the wellness or annual, you know, uh, annual wellness, you know, physical visits.
[CUSTOMER][NEUTRAL] Yeah, I, yeah.
[CUSTOMER][NEUTRAL] I did go for.
[CUSTOMER][NEUTRAL] A mammogram last year and it was covered. So, um.
[AGENT][NEUTRAL] Oh, good. OK. So it sounds like you, yeah, it sounds like you might have that additional wellness coverage. Um, but like I said, unfortunately, this plan is not that comprehensive major medical. So I don't think it's going to um help with the insurance situation because it's not gonna meet that minimum, you know, just like they're talking about in the letter, it has to meet that.
[CUSTOMER][NEUTRAL] Maybe I do have them, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Insurance, yeah.
[AGENT][NEUTRAL] Criteria to be considered. I'm actually, I, I'm actually in [PII] so I know exactly what you're looking for.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK. Mhm.
[AGENT][NEUTRAL] So, um, yeah, and, and, you know, I actually have, um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Health coverage, but I carry that um extra umbrella just for that reason because um you know we do pay the highest insurance, so, uh, auto insurance right now, it's crazy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I know.
[CUSTOMER][POSITIVE] It's crazy. It's crazy. And I actually, I grew up in [PII] and they're like the highest, one of the highest too.
[AGENT][NEGATIVE] Right. Well, and isn't it shocking and then you come right. And then I thought they were going to fix that here, but it just seemed like it made it worse a few years ago when they changed that law. So now it's like a bunch of hoops you gotta jump through.
[CUSTOMER][NEUTRAL] So it's like, can't seem to escape this time so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly, and my, my insurance, I have cure.
[AGENT][NEUTRAL] Right?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And my insurance, like, just recently went up like $50 a month because of
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So did mine.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, so I guess everyone's dead because of, you know, it's.
[AGENT][NEUTRAL] And I have State Farm, so yeah.
[AGENT][NEGATIVE] Everybody said, and I think it's gonna get a lot worse, unfortunately, especially with the goings on around. Yeah, I, I just don't have a, but I know, like I said, that's how I know exactly what you're looking for as far as that ladder and unfortunately, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Hm. Are you in [PII]?
[AGENT][NEUTRAL] Um, I mean we.
[AGENT][NEUTRAL] Uh, I'm in the north of [PII]. I'm not in the actual city limits, but.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, it's like people around here drive awfully, like, um, my car was uh sideswiped on the street like one Saturday night, they took off the rearview mirror, and that happens all the time outside here and it's like people drive nuts in [PII] and, you know, they just don't like care about the traffic laws.
[AGENT][NEUTRAL] On the east side.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] They do.
[CUSTOMER][NEUTRAL] And it's really crazy. So I, I understand why the insurance, you know, went up, but it just
[CUSTOMER][NEGATIVE] It really stinks, you know.
[AGENT][POSITIVE] It does, it does, right.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEGATIVE] Unfortunately, and we don't have any control over it, which really is not fair. And like I said, so I, I, I completely understand and I'm not even in the city, so I understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I know, and it's not fair to people who drive well.
[CUSTOMER][NEUTRAL] Yeah, it's I feel like they should.
[AGENT][NEUTRAL] I even had
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] I was gonna say I had an insurance representative actually tell me that they themselves insure their cars up in the UP with their mother-in-law because they can't afford the insurance out here.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Oh my gosh. Wow, I didn't know that was an option.
[AGENT][NEGATIVE] And it's still expensive.
[AGENT][NEGATIVE] Yeah, me neither, trust me, me neither.
[CUSTOMER][NEUTRAL] I wish I knew somebody up there but I don't, yeah, OK, well.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh well, I guess unless we leave [PII], that's just the way it's gonna be unfortunately, but yeah.
[AGENT][NEUTRAL] Right, exactly. And I actually left and came back and I'll tell you, I was in [PII] and [PII] for about 12 years between the two places. We had to come back for, you know, uh family reasons, but um
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The insurance in [PII] is like night and day and then in [PII] it's still it's it's higher but not as high as here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But uh like I said, I think that's changed too, you know, but [PII]'s way up there in that top tippy top of.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh my gosh, crazy. I'm paying almost $300 a month for insurance. I don't know if that's, that's high to me, but you know, I don't know what other people's are, but.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I feel like it mean, went up 50 bucks, so that's a lot to go up every month, you know, but.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, I'm almost at 400, but yeah, I, I, I understand.
[CUSTOMER][POSITIVE] Oh wow, yeah.
[AGENT][POSITIVE] I completely sympathize.
[CUSTOMER][NEUTRAL] Yeah. I, I lived in cities for a lot of my life, so I actually didn't have a car until I came here.
[CUSTOMER][NEUTRAL] Um, cause
[AGENT][NEUTRAL] Right, because you have to, there's no other way around it here, right?
[CUSTOMER][NEGATIVE] There's, yeah. Yeah, when I first came here, I was jumping on the bus and that, that was an awful experience. Like, I would wait for one day, I waited like an hour for the bus.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I was like, OK, this is not working.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And they're done that.
[AGENT][NEUTRAL] I understand, yeah.
[CUSTOMER][NEGATIVE] Yeah, no fun.
[CUSTOMER][POSITIVE] OK, well, thank you. I appreciate your help with this um clears a lot of things up.
[AGENT][NEUTRAL] You're welcome. You're welcome. And I'm sorry, I, yeah, I'm sorry I couldn't be of more assistance, um, but.
[CUSTOMER][POSITIVE] Oh, that's OK. Yeah, yeah, no, I totally appreciate the information that you gave me because I didn't know, uh, some of that about my coverage, so yeah, it's good to know.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Did you have any other questions?
[CUSTOMER][POSITIVE] Uh, no, that's, that's it for today. Thank you.
[AGENT][POSITIVE] OK, you're welcome and good luck to you. Thank you and stay safe out there. Thank you for calling APL. bye bye.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. You too. Thank you.
[CUSTOMER][POSITIVE] Bye. Thanks.