AccountId: 011433970860
ContactId: ad00ac21-6e85-4850-8f23-fc2a7bde91df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1258189 ms
Total Talk Time (AGENT): 522673 ms
Total Talk Time (CUSTOMER): 557863 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ad00ac21-6e85-4850-8f23-fc2a7bde91df_20250521T20:52_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, so I was calling to see if I've been submitting my claims correctly.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You need my uh policy number or anything?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Uh, yes, sir. I will. So you're the insured and you're wanting to find out.
[AGENT][NEUTRAL] If you've been submitting your claims.
[CUSTOMER][NEUTRAL] Well, yeah, I I I submitted them last week, but I'm not sure if I've done.
[CUSTOMER][POSITIVE] I mean I've got more to do and I, I wanna make I wanna make sure I'm doing the right process here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, well, I can help you with that. I can take a look to see what we've received, and so who am I speaking with, please?
[CUSTOMER][NEUTRAL] You know, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] 02368425
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments to get your information pulled up and then once I do, I will have to verify several things with you for security and also Mr. [PII], any information that I provide will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And are the claims that you're submitting for yourself, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] Um, but I got 2. Let's see what y'all use, uh.
[CUSTOMER][NEUTRAL] We don't have it on here, but I got [PII], or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you. So we do have your PO box and then the phone number we have two different phone numbers on file for you. One of them is the same as the one you gave me and what is another number that we could also have?
[CUSTOMER][NEUTRAL] It could be [PII].
[AGENT][NEUTRAL] Actually this one ends in a [PII]. I don't know if maybe this is your work number, I'm not sure. It ends in a [PII].
[CUSTOMER][NEUTRAL] That's my wife.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah 98563.
[CUSTOMER][NEUTRAL] 631-056-1
[AGENT][NEUTRAL] OK, is that a valid number?
[CUSTOMER][NEUTRAL] Yeah, it's well that's my work number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK alright and then lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Or it could be [PII], it could be [PII] or [PII].
[AGENT][NEUTRAL] No, no, it was the first one.
[AGENT][NEUTRAL] Yes, sir. It was the first one.
[CUSTOMER][POSITIVE] I love the person.
[AGENT][NEUTRAL] All right. So the policy number that you gave me, Mr. [PII] is your hospital indemnity policy, and we don't have any claims on file for that. Did you file your claims on one of your other policies?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, I mean, uh, I printed my policy just, I mean, I got a cancel policy.
[CUSTOMER][NEUTRAL] I mean, I got all, I got this too, I mean, but I got cancel policy. This is all they get when I went to print my ID card that's what they got, you know, let's see.
[AGENT][NEUTRAL] Yes, so which
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir, and that's for your hospital indemnity plan. But what, which policy were you filing your claims on?
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So, on which, uh, OK, let me pull your cancer policy up.
[CUSTOMER][NEUTRAL] On the cancer.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see if I got let's see.
[CUSTOMER][NEUTRAL] OK, here it is.
[CUSTOMER][NEUTRAL] 236-9191
[AGENT][NEUTRAL] OK, thank you. Just one moment please.
[CUSTOMER][NEUTRAL] Yeah, it says group cancer insurance from the coverage type that I filed it on, yeah.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] So I can see, uh.
[CUSTOMER][NEUTRAL] Well I uh.
[AGENT][NEUTRAL] I'm sorry. Go ahead with your question.
[CUSTOMER][NEUTRAL] So every, every one of them, one of them has a different policy number, is that what it is?
[AGENT][POSITIVE] That is correct. Yes, sir. Mhm.
[CUSTOMER][NEGATIVE] Well, when I, when I go to get my ID cards, it's all pops up it's just that that one page here.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Right, because that is the only policy that has ID cards. The other ones just have the policy number and policy certificates.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I can see that you uploaded claims information on the [PII] and also the [PII].
[AGENT][NEUTRAL] And that both of those are still in line for review.
[AGENT][NEUTRAL] They have not yet been reviewed and processed.
[CUSTOMER][NEUTRAL] Uh, am I doing it right though? I mean.
[AGENT][NEUTRAL] Well, I can tell you have.
[CUSTOMER][NEUTRAL] Uh, what else should I speak to?
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] Again, OK, so on these claims I can't, I can see that you have uploaded information but I can't give you the status on it because they've not yet been reviewed.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, I'm not looking for the status. I'm uh I'm looking.
[AGENT][NEUTRAL] But it's
[AGENT][NEUTRAL] Yes, sir, but as far as uploading your information, you are doing it correctly because we do have the uploads in the system.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, now
[CUSTOMER][NEUTRAL] Well, actually you have like the travel mileage, there's not enough room to submit all of it.
[CUSTOMER][NEUTRAL] You know, um.
[CUSTOMER][NEUTRAL] What do you do there? I mean.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm not sure I unders.
[CUSTOMER][NEUTRAL] Like I, I've been probably.
[CUSTOMER][NEUTRAL] Alright, only, only, um, let me get the paper out.
[CUSTOMER][NEUTRAL] Cause I got, let me see what I said y'all.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] On the statement of insured claim the cancer form, there's a section where you begin travel.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so you're wanting to.
[CUSTOMER][NEUTRAL] I guess to where, you know, to where you're going.
[AGENT][NEUTRAL] OK, so for your travel expenses, what you need to submit is your itemized bill.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That includes your diagnosis.
[AGENT][NEUTRAL] And your treatment?
[AGENT][NEUTRAL] That you received.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that bill needs to have the provider's address on it.
[CUSTOMER][NEUTRAL] So it has all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then at the when we are reviewing the claim.
[AGENT][NEUTRAL] We will verify the distance.
[AGENT][NEUTRAL] To determine benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see, he doesn't.
[CUSTOMER][NEUTRAL] They got their location in [PII] home.
[CUSTOMER][NEGATIVE] They don't even have [PII] on this paper that submitted.
[CUSTOMER][NEUTRAL] And then I went to.
[CUSTOMER][NEUTRAL] Yeah, that's I mean that's, so that would be a problem, right? I mean.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I didn't, I'm so sorry. I did not understand your question, Mr. [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] It doesn't have
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That was the the claim where you can't see the form that I submitted, um.
[CUSTOMER][POSITIVE] Oh, they, they printed me a uh uh a paper with all the office visits and everything they've done.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's what they do, uh, you know, each day that I went.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But they don't actually have an address.
[CUSTOMER][NEUTRAL] Of the correct place that I went. They have [PII] and [PII], and I went to [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] You know, on the, on the, on the paper.
[CUSTOMER][NEUTRAL] You know, so you
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, sir. So we do have to have, well, we will have to have something showing your treatment location address.
[CUSTOMER][NEUTRAL] I guess that's what
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] They may have multiple locations, but we'll need something, you know, showing where you actually received your treatment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I filled out where I went on the form on the cancer form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Oh, do y'all need a copy of every EOB also?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You know, you do need that everything that was done.
[AGENT][NEUTRAL] For what you
[AGENT][NEUTRAL] For anything that you were claim, yes, we do have to have the primary EOB.
[CUSTOMER][NEUTRAL] Huh, you so you have to have that?
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] Cause I got a bunch of them just, you know what I mean, that's.
[AGENT][NEUTRAL] And if you're when you're uploading your information, Mr. [PII], if you go over the maximum file size per upload, you can just break it up and upload it in, you know, multiple.
[AGENT][NEUTRAL] Uploads and when they're reviewing it they'll understand that it all goes together.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I mean, I, I broke it out dates. I mean, I need to go.
[CUSTOMER][NEUTRAL] I guess what I, I guess what I'm.
[CUSTOMER][NEUTRAL] I guess the first thing I need to do is go back and get another copy with with the address where I got all this treatment, right?
[AGENT][POSITIVE] Yes, sir. Correct.
[CUSTOMER][NEUTRAL] Is that what that's one thing I need.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They don't have that on.
[CUSTOMER][NEUTRAL] And then then what I do re upload that? I mean just resubmit it?
[AGENT][NEUTRAL] Yes, sir. Mhm.
[AGENT][POSITIVE] Exactly, you would just upload it just like you did your other documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if once all of the information that you submit, once it's been reviewed, Mr. [PII], if there's anything that was missing that we may need in order to further review it, obviously, you know, your explanation of benefits we'll let you know that as well so you could get the additional information and yes sir you would just upload it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I probably got about 20 you bes or more.
[CUSTOMER][NEUTRAL] Uh, so you want me to upload all that too then.
[AGENT][NEUTRAL] Yes, sir. On the cancer claim form, on that first page of the claim form, it has all the instructions for the documents that you need to provide us when you're submitting your claims. So you can just kind of use that as a checklist to make it a little easier for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so when they review this, if there's anything that's needed, they will contact me or?
[AGENT][NEUTRAL] Well, it would be on your explanation of benefits. We won't call you, but on your explanation of benefits, it will have the remark codes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And once the claim has been processed, you should have access to that in your portal also.
[CUSTOMER][NEUTRAL] Yeah, no, I mean if I need to give you anything else, I mean if I'm missing documents or.
[AGENT][NEUTRAL] Yes, it would be.
[AGENT][NEUTRAL] Correct. So for example, if you were, yes, it would on page two of our explanation of benefits is where it lists out the remark code explanations.
[CUSTOMER][NEUTRAL] It would be in my portal?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So for example, if we needed an itemized bill, it would let you know that on the 2nd page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, it's all confusing but.
[AGENT][NEUTRAL] It's a lot. I know it is.
[CUSTOMER][NEUTRAL] I'm just gonna upload everything I got.
[CUSTOMER][NEGATIVE] Yeah, I mean, I, like I said, those evil bees, I got a lot of them and then I didn't even submit the hospital. The hospitals are only evil bes but you still need a.
[CUSTOMER][NEUTRAL] I think for the hospital too, right? I mean, uh.
[AGENT][NEUTRAL] Yes, sir, you still have to submit your itemized bill.
[AGENT][NEUTRAL] That includes the diagnosis. Yes, so we still have to have that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I guess I'll just start sending everything. I don't know what else to do with it, you know, I'll just start uploading everything I got concerning it, you know, and I guess y'all, y'all have a better idea of what how to sort that out then I do, you know, I, I'm totally, I mean, I'll read the paper and see what I need to do, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright, that as, so don't worry about the travel y'all y'all figure that out, right? That pretty much.
[AGENT][NEUTRAL] Yes, sir, you just provide us, yes, you provide us the documentation. Now, give me just a moment. Let me look at one thing.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. What is your phys OK, so we verified your PO box. What is your physical address, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] And get to, yeah, yeah, buy you [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And gifts from [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] OK, so the zip code for your physical address is the same as your PO box, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat your physical back. [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] Oh, goodness. OK. So it didn't retain it. Hold on one second, Mr. [PII]. We're gonna have to do that again because I lost my information.
[AGENT][NEUTRAL] All right. What was your street number again, please?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm. [PII]. Mhm.
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Go.
[AGENT][NEUTRAL] And then everything else is the same, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My fingers. OK, so it did hold it this time.
[CUSTOMER][NEUTRAL] So I'm just wondering if the claim form that they printed out, you know, then you can't see it.
[CUSTOMER][NEUTRAL] To suffice or I've got to get something different.
[CUSTOMER][NEUTRAL] Yeah, that's the thing I that's one of the questions that we wanting to find out.
[CUSTOMER][NEUTRAL] Uh, they printed out a list of all my office visits each time I went.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What was done OK as far as.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And money wise, I mean they got their codes.
[CUSTOMER][NEUTRAL] You know, like an injection and uh.
[CUSTOMER][NEUTRAL] Or chemo or whatever, you know.
[CUSTOMER][NEUTRAL] Then they got the prices.
[CUSTOMER][NEUTRAL] I'm just wondering, and they, they tell me that's all they use to send.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So if there's anything else I needed, I want, you know, I wanted to.
[CUSTOMER][NEGATIVE] Saying OK, this ain't correct, you know, I need something else.
[AGENT][NEUTRAL] OK, so if they have itemized, we're gonna need.
[AGENT][NEGATIVE] The itemized bills.
[AGENT][NEUTRAL] With your diagnosisc, your explanation of benefits from your primary insurance.
[AGENT][NEUTRAL] And then again, you know, with your travel for that.
[AGENT][NEUTRAL] For the mileage portion, you know, we have to have something that shows the address that you received the treatment. Mhm.
[CUSTOMER][NEUTRAL] It's so
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And treatment dates.
[CUSTOMER][NEUTRAL] OK, yeah, I mean I put the address on the claim form, but I mean it's not on there uh.
[CUSTOMER][NEUTRAL] Cancer policy report that they printed out for me.
[CUSTOMER][NEUTRAL] There's no address anywhere on here.
[CUSTOMER][NEUTRAL] That I submitted.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like I said, they only put their locations.
[CUSTOMER][NEUTRAL] So, so I'm gonna have to get them to try to put an address, right?
[AGENT][NEUTRAL] Yes, sir. Mhm. We do have to have something showing the location. Did you receive treatment and your treatment dates.
[CUSTOMER][NEUTRAL] OK, yeah, they got all the days broke down when I went.
[CUSTOMER][NEUTRAL] And what was done along with the pricing and the code, uh, and whether it be an office visit, injection or whatever, you know, follow up visits, you know, chemo visit, whatever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So alright, so I'll have to get that redone. That won't be until next week.
[CUSTOMER][NEUTRAL] And then I'll resubmit that, but for the time being every EOB that I have I need to submit.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, for any service that you're.
[CUSTOMER][POSITIVE] That that's what I wanted. I was.
[AGENT][NEUTRAL] Yes sir, you will need to include your primary explanation of benefits for your claims that you're filing with us for any data service that you're gonna file a claim for with APO yes sir, we will have to have that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I think I submitted the pathology report. I'm not sure.
[AGENT][NEUTRAL] And that is definitely something that we have to have diagnosing the, the pathology report that was that.
[CUSTOMER][NEUTRAL] Oh, I guess it's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm assuming that is how your cancer was diagnosed, but, but we do definitely have to have that. Yes, sir.
[CUSTOMER][NEUTRAL] I'm trying to.
[AGENT][NEUTRAL] For the initial claim.
[CUSTOMER][NEGATIVE] I, I can't even go back and look at you when I uploaded to you.
[CUSTOMER][NEUTRAL] OK let me
[CUSTOMER][NEUTRAL] I know I wanted to see what I uploaded.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think that on the [PII] when I uh over to the uh.
[CUSTOMER][NEUTRAL] I have to uh I guess I could reset it again, you know.
[CUSTOMER][NEUTRAL] Pathology.
[CUSTOMER][NEUTRAL] You know, I mean if I get duplicate they'll know, right?
[AGENT][NEUTRAL] Uh yes, sir, and it, yes, sir, and anything that's a duplicate is typically reviewed still and then it would be denied, you know, as they do if it was applicable, it would be denied as a duplicate of something that was already.
[CUSTOMER][NEUTRAL] I mean they'll be able to tell.
[AGENT][NEUTRAL] Sumitted.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. Yeah.
[CUSTOMER][NEUTRAL] Alright, well, I'll, I'll probably start on that tomorrow and next day submitting the, the EOV from the insurance company and I'll get them to put an address on this letterhead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As to where the treatment was done.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] So I do, that's, that'll have to answer for right now, you know.
[AGENT][NEUTRAL] Well, is there anything else, Mr. [PII], that I could help you with at the moment?
[CUSTOMER][NEUTRAL] I mean, I don't know whether
[CUSTOMER][NEUTRAL] No, I don't, I don't guess, uh, I really don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, if you have any other.
[CUSTOMER][NEUTRAL] No, I'll probably pick something after I hang up.
[AGENT][POSITIVE] Well, if you do, you just call us back and we'll be happy to help you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You are very welcome and thank you for calling APL Mr. [PII]. I hope you have a nice evening.
[CUSTOMER][POSITIVE] All right, well thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.