AccountId: 011433970860
ContactId: b39ec78d-2ce0-4149-a170-3bef2d1a04af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1497729 ms
Total Talk Time (AGENT): 554084 ms
Total Talk Time (CUSTOMER): 718904 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/b39ec78d-2ce0-4149-a170-3bef2d1a04af_20250131T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] in the cancer department. I just had a call that was transferred to me from the uh dental cue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it is the uh policyholder. I'm gonna several policy numbers.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I'm gonna start off by giving you the one that they gave me 154.
[CUSTOMER][NEUTRAL] 276.
[CUSTOMER][NEUTRAL] And let me pull that back up 26 you'll see that.
[CUSTOMER][NEUTRAL] Um, this is for, uh, actually, uh, cotton, Ladarius cotton. Do you see that?
[AGENT][NEUTRAL] OK. Yes, I do.
[CUSTOMER][NEUTRAL] OK, so all of these are like, so let me give you the other numbers before I explain because I don't wanna forget.
[CUSTOMER][NEUTRAL] You have um 154.
[CUSTOMER][NEUTRAL] 15, wait a minute 154.
[CUSTOMER][NEUTRAL] 154215
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] 154271
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] 154276
[AGENT][NEUTRAL] 27.
[AGENT][NEUTRAL] 76.
[CUSTOMER][NEUTRAL] 154278
[AGENT][NEUTRAL] 154278 alright I got it.
[CUSTOMER][NEUTRAL] And then one more. I'm sorry. I know 154214.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] 2 OK.
[CUSTOMER][NEUTRAL] And now that last one I gave you is for Mr. [PII], and he is on the line along with one of the policyholders, the daughter, that's the father, the daughter [PII], one of these policies is for her. I think 215 is for her.
[CUSTOMER][NEUTRAL] They're needing is the policy owner and the payer [PII]. She passed away in September. OK, [PII] on all these policies and that was her mother and her daddy's spouse. She was the payer and the policy owner. They're needing to know what they need to do to change the payer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And put a beneficiary on each one of these policies because they want to keep the policies and they know how much they're gonna, how much it's gonna be.
[CUSTOMER][NEUTRAL] They've already verified all information.
[CUSTOMER][POSITIVE] And I'm gonna give you a good call back number for [PII]. That's her name, the daughter.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she also needs to know what each individual person who this policy is on, will they have to be the ones to call in and make the changes on their policy.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So that's some question she has as well.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And so we have the father. I know it's a lot. I had to, I had to figure out what they wanted because they really wasn't explaining it right and I just had to kind of look at it and figure out what they were wanting, uh, but the father, so you got the father [PII], he's on the line and the daughter [PII], OK?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I'm gonna, uh-huh, you need me to do something else?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, what is the um daughter's policy, the one you said in 15?
[CUSTOMER][NEUTRAL] I think it's, uh, let me put it in cause I didn't write no names next to it. She's 2:15. The father is 214, she's 215.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK, so [PII], let me introduce her, OK?
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] And I'm gonna repeat what I told you just to make sure they agree that I have figured out what they wanted, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, hang on, hang on.
[CUSTOMER][NEUTRAL] Ms. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, thank you for patiently holding. I have [PII] on the line in customer service. I have explained to [PII] and I wanna make sure I have this right that you all, I gave her every policy number that I found that was up under your mother's social. So we have one for your father, [PII], the one for you. I saw one for [PII], one for [PII]. There was actually uh 12345 policies is what I saw.
[CUSTOMER][NEUTRAL] So what she's gonna assist you with, make sure I understood, understood. I explained to her that you're you all's mother and please accept our condolences for y'all loss. Your mother passed away in September. You're welcome and you all need to get mom off these policies as the payer and the owner.
[CUSTOMER][POSITIVE] And you all want to continue these policies and then you need to list the beneficiary on these policies. Correct, yes ma'am alright and then you also need to know will each person that's on their own that your mother had a policy on do they have to call in and do what you and dad have to do today, OK? Correct, yes ma'am alright ma'am. OK, alright well Miss [PII] you could take it away y'all have an awesome rest of your day and take care, OK? You're welcome so much yes ma'am. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Good morning Ms. [PII]. This is [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] First of all, I am so sorry for your loss, um, except our most sincere condolences, um.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, we are gonna start with, um, we will need a copy of the death certificate.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, we will need a copy of it that way um we know which date to apply in case uh if we have any policy under her, um, we can go ahead and cancel it and reimburse all the unearned premium, um, that is if she has any policy. As for um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The rest of the policies, we would need to receive a document of who is the executor for her, legal document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that way we will have a small legal review and once it gets approved that everything is for sure correct, um, we will be able to um go ahead and change beneficiary um information for all the policies. Now,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you said that executor, where will we get that where we have to go to our, our uh uh uh a lawyer and get that drawn up or?
[AGENT][NEUTRAL] Mhm, yes, we will need a copy of the document to see who is responsible for, um, who would be the one taking over pretty much. Um, for the beneficiary information being changed, um, are you familiar with um APL website?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, if, if you're able to um do a computer laptop, um, our website is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. What did you say? I'm sorry.
[AGENT][NEUTRAL] Sorry, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is gonna be a claims and forms section.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you scroll down,
[AGENT][NEUTRAL] Uh, on the options that they are there, there will be one that says change and request form.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Once you download that form.
[CUSTOMER][NEUTRAL] That uncle.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm listening. I'm sorry, I'm writing as you're talking to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said change your request form and download that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, download a form. The first option in that form will be a beneficiary change.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that um every um policyholder will be um pretty much.
[AGENT][NEUTRAL] Filling out every um the form with all the information of who they want as a beneficiary.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] OK, um, as for if they are going to be making individual payments, each one for their own, um, we will also need a form of an EFT form, yes, electronic funds transfer form.
[CUSTOMER][NEUTRAL] The bank
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got those, OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Mhm, that those will be in the same um option there on the website. Y'all will have just to scroll down a little bit further, um, download that form.
[CUSTOMER][POSITIVE] OK, they mailed us those. We got those. Yes, ma'am.
[AGENT][POSITIVE] OK, y'all got those? OK, perfect.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And yes, that will be pretty much what we will be need to receive um need to receive. I will, mhm.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] It it it it's showing more than 5 different policy numbers. They're all different. It is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I but she said she found 5, but it's, it's more than 5 different policy numbers here.
[CUSTOMER][NEUTRAL] Can some of them be duplicate or I don't know.
[AGENT][NEUTRAL] OK, I only see 5 here. Um, this is.
[CUSTOMER][NEUTRAL] OK, you see the one, this is, this is mine. 00154215.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This one here is [PII] 154271.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, this one here, I don't know who this one belongs to. 9 L as in Larry 187117.
[CUSTOMER][NEUTRAL] Is that my dad? I don't know.
[AGENT][NEUTRAL] Uh, can you repeat that policy number to me, please? Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 9 L as in Larry 187117.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see this one here on um.
[AGENT][NEUTRAL] Um, this one, but I will write down and write it down and try to look at who this one belongs to. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, the, the, the next one I have is 00427006.
[AGENT][NEUTRAL] OK, I don't see that one either.
[CUSTOMER][NEUTRAL] I see they mail all these in the same day to us, OK, let me give you this one here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00427007.
[AGENT][NEUTRAL] Just a second. I'm gonna actually try to um look up.
[AGENT][NEUTRAL] The information for this policy number and see what we have here, what type of policy it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a whole life insurance.
[CUSTOMER][NEUTRAL] On the paperwork they mailed out.
[AGENT][NEUTRAL] OK, I think I see what it is.
[AGENT][NEUTRAL] OK, and then there is another one with um.
[AGENT][NEUTRAL] Same 1st 5 numbers and then ending on 6.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Um, 426996.
[AGENT][NEUTRAL] 006.
[AGENT][NEUTRAL] Um, I have 006.
[CUSTOMER][NEUTRAL] You see that one?
[CUSTOMER][NEUTRAL] 7006, that's one and then uh 7007, that's 2 and then there's another one right here. I don't know who it belongs to 00426996.
[CUSTOMER][NEUTRAL] And it's their whole life as well. I, I don't know.
[AGENT][NEUTRAL] OK, some of these were already.
[CUSTOMER][NEUTRAL] It's got my name on it.
[AGENT][NEUTRAL] OK, um
[AGENT][NEGATIVE] All of these were already canceled.
[AGENT][NEUTRAL] Policies, the letter should state um what was um received on it.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Um, the policies, the ones that are [PII] and [PII], those are already canceled.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And cancer?
[AGENT][NEUTRAL] Mhm, yes, the policy, um, those letters that you received, I'm not sure, um,
[AGENT][NEUTRAL] You said they were sent the same with the same date, correct?
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] Does it say that they were canceled or it was just like portability?
[CUSTOMER][NEUTRAL] No, ma'am. It's just saying policy request support coverage.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK, since we didn't receive a portability and since those were kind of like independent, um, those were automatically canceled from not receiving any um information on them.
[CUSTOMER][NEUTRAL] OK, so is the money that was paid into that is lost or how does that work?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Unfortunately, I cannot provide much information about it or or for it until we get those legal documents.
[CUSTOMER][NEUTRAL] Got you. So I need to hold on. OK, this number here [PII]. Is that [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see [PII].
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, um, this one here, [PII].
[CUSTOMER][NEUTRAL] I don't know if it's [PII] or [PII].
[AGENT][NEUTRAL] Uh, that will be [PII], um, mhm.
[CUSTOMER][NEUTRAL] Are there
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] That will be.
[CUSTOMER][NEUTRAL] Is that clear?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, do you have one for [PII]? Not [PII]. We're missing hers.
[AGENT][NEUTRAL] Mm let's see.
[AGENT][NEUTRAL] Let me just a second so we can, I can go through them.
[CUSTOMER][NEUTRAL] And I don't see the one with my dad name either.
[AGENT][NEUTRAL] Did you see a policy, the 100.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] 154271.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait, wait, let me see, hold on.
[CUSTOMER][NEUTRAL] Every morning you said?
[CUSTOMER][NEUTRAL] 71154271
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's [PII], huh?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But I don't see [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] You want you to call him on my phone.
[CUSTOMER][NEUTRAL] I use my example but man.
[AGENT][NEUTRAL] Um, no, I am unable to see policy for them. Um, I do see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You see [PII], you see [PII], you see [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, those are the only ones that um we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so with these, I need to go on to all 5 of these. Go on to the website, fill out the claims portion, change request form, download it, beneficiary change. We also need to mail in the, you need the certified copy of the death certificate?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Certified copy. You got another one of them daddy? We should, huh?
[CUSTOMER][NEUTRAL] OK, certified copy and we need to get the legal document who is the executor of this um.
[CUSTOMER][NEUTRAL] Uh, from the lawyer. Quick question. My dad is gonna be the one that's gonna be paying it. So, but if I was to call in or [PII] was to call in, do we need to be listed in that letter?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, yes, there's also a form that authorizes, um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There is a form that authorizes um anyone who they want to um
[AGENT][NEUTRAL] Do you always have like information or obtain information on the policies. OK, let's see.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So is that form under that same link is where all these other forms where I find, OK, alright. Ma'am, thank you so much. Now, one more quick question and I promise I'll let you go. OK. Then today is the [PII], it's a Friday. We're going into the weekend. We don't want these other policies to cancel. How long will my dad have to get to the lawyer to get that drawn up and get that back in?
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yes, that will be
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No worries, I'm glad to help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. It is already, it has been already a certain time that since she passed away, but if the payment still comes through, which it has been, I guess the account um.
[AGENT][NEUTRAL] Let's see, it was actually paid through.
[AGENT][NEUTRAL] Her employer.
[CUSTOMER][NEUTRAL] And it was paid through, yeah, it was paid through our employee, but what do you know when it was paid up to?
[AGENT][NEUTRAL] I cannot provide that information, but you have 30 days, a grace period of 30 days to get uh with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With all the information. I will be um.
[CUSTOMER][NEUTRAL] So is that, is that for?
[CUSTOMER][NEUTRAL] Is that from today's date or?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yes, um, that will be from today's date.
[CUSTOMER][NEUTRAL] OK, so we got at least 30 days to get all this in so we can get this switched before they cancel out.
[AGENT][NEUTRAL] Mhm, yes, um, I will say that I'm gonna go ahead also and put up a request um to be pretty much aware of it because it is, it is a lot of policies, um, and we don't want to be missing out anything from this call, right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, so Daddy, we gotta get you gotta get with the lawyer ASAP. So you need at least by Monday or I know Monday is the [PII], so like Tuesday, Wednesday, you need to try to schedule an appointment with the lawyer. Yeah, we gotta get that legal. I'm just reciting you on speaker. I'm just reciting to my father. I'm the oldest um dependent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the legal documents stating you're going to be the exectoria over mama's stuff, and then we'll need the paperwork, even with that paperwork you need to still put [PII] and [PII] because I'm married now, so you have to list both of my names on there that we will have um authorization, but you're the sole head, you head over everything, but and then we'll have to fill out that authorization form as well.
[CUSTOMER][NEUTRAL] OK, alright, ma'am, thank you so much and we'll try to get, get on this. I know Monday is the [PII]. Everything's gonna be kind of hectic, so it'll probably be like the [PII] or the [PII] and get this in before the 30 days up because we don't want to lose. We already done 3 of them done canceled. So after I get all that, then we'll be able to see what 3 that was that canceled, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes, that will be, um, I will say that if I know it is a lot of paperwork, um, a quicker way to for us to receive it is through email. If you would prefer to do that.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Can you?
[AGENT][NEUTRAL] Mhm, I can provide an email for you.
[CUSTOMER][NEUTRAL] Yes ma'am. What, what is that darling?
[AGENT][NEUTRAL] Or fax it as well. Mhm, that will be.
[CUSTOMER][NEUTRAL] I see a fax number on this request. Now let me make sure I got the right fax number because we got so many papers, but this only stands for the electronic fund authorization. You can fax to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. Yes, that is one, yes, yes, that is the one.
[CUSTOMER][NEUTRAL] Is that the fax number you have?
[CUSTOMER][NEUTRAL] OK, but email, what um email would you have? Cause I know with the.
[CUSTOMER][NEUTRAL] The certified of the death certificate will have to be mailed because you will have to see that original seal on there, correct?
[AGENT][NEUTRAL] Mhm, yes, or sometimes a picture um converted into a PDF um that works as well. Mhm.
[CUSTOMER][NEUTRAL] OK, and uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the email, the email address, what is it, darling?
[AGENT][NEUTRAL] That will be care [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait, wait, you said, [PII], the phone went out. I'm sorry.
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna call this back out and make sure I got it right before I let you go. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK. All right. Thank you so, so much.
[AGENT][POSITIVE] You're very you're very welcome. I'm glad to help.
[CUSTOMER][POSITIVE] Thank you. I appreciate it and you have a rest of the day, a good day, please.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.