AccountId: 011433970860
ContactId: b754204b-ca47-4c97-b8a3-dd339e1d6ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1830060 ms
Total Talk Time (AGENT): 677556 ms
Total Talk Time (CUSTOMER): 403134 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/b754204b-ca47-4c97-b8a3-dd339e1d6ee5_20250103T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I'm trying to learn. I try to figure out how to, uh.
[CUSTOMER][NEUTRAL] Get a form to file a claim.
[CUSTOMER][NEUTRAL] And the next thing you have to set up.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, someone said you gotta log in and I don't know what all this information.
[AGENT][NEUTRAL] OK, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't even really know what it is. I just know I walk through Liberty.
[CUSTOMER][NEUTRAL] And I just found out that I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have a gap. I got to know that.
[AGENT][NEUTRAL] All right, Ms. [PII], uh, just in case we get disconnected, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And since you don't have your policy number, I can search by your social security number. Would you mind giving that to me?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][POSITIVE] Well, I apologize. It's taking longer than it usually does.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, I just need to verify a little bit of information, Ms. [PII], before we can go any further. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you already gave me your phone number. The last thing I need is your email address.
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], the email we have looks like it might be your work email. Can you verify that for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes ma'am, that's the one we have. Would you like to change it to your personal or do you wanna keep it as your employee email? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, my personal
[AGENT][NEUTRAL] All right. Can you tell me that email one more time?
[CUSTOMER][NEUTRAL] Uh-huh, MS.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, so MS.
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A Z Z as in zebra.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] OK, give me just a moment, I'll get that updated for you.
[AGENT][NEUTRAL] All right, Ms. [PII], I've got that updated for you and let me take a look.
[AGENT][NEUTRAL] So you just need to figure out how to find some claim forms.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, they should be located on our website. I can walk you through how to find that. You don't have to sign up to see the forms and print them off. Now if you're wanting to file a claim online, you would have to set up an account with our online service center.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to file a claim.
[AGENT][NEUTRAL] OK, so, um, our website is [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh, I pulled that up a while ago.
[AGENT][NEUTRAL] OK, so have you tried to create a um a login?
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] I'll drop this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where I'm at right now is um
[CUSTOMER][NEUTRAL] But you speak about so we can hear you.
[CUSTOMER][NEUTRAL] OK, I, I got it pulled up and I'm trying to see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Groups, contact, claim form, claim status, sign in.
[AGENT][NEUTRAL] OK, click sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's gonna take you to our online service center login screen, um, and you're gonna click new user.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What the user's name is what?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Would I put a user's name?
[AGENT][NEUTRAL] Uh, you're gonna click new user at the top of the little box that says log in and then new user. You're gonna select new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's gonna say which role best describes you, you're gonna select I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] OK, then it says next.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am. So now it's gonna ask you for your last name, your social security number, zip code, your email, and your date of birth. So if you'll just plug all that stuff in for me.
[CUSTOMER][NEUTRAL] OK, 7.
[CUSTOMER][NEUTRAL] really
[CUSTOMER][NEUTRAL] And the email, I'm gonna use the email that I just asked you to use.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] Uh, don't wanna do the email.
[CUSTOMER][NEUTRAL] Let's go what's the problem.
[AGENT][NEUTRAL] Did it come up and ask you for a username and password?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You don't want to take my email.
[AGENT][NEUTRAL] Yes, you can't use your you can't use an email as your username.
[CUSTOMER][NEGATIVE] No, it just says email. It won't let me go no further. It said there was an error with your input.
[AGENT][NEUTRAL] Oh, OK, alright, hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you put your social in that second spot?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Zip code and then it says email and I put the LMS but it didn't want to take it.
[AGENT][NEUTRAL] OK, hold on just a moment.
[AGENT][POSITIVE] OK. So when I went in and tried to do it, it was working.
[CUSTOMER][NEUTRAL] I tried again.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, and let me verify that email one more time. [PII],
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then T as in Tom, A as in apple, Z Z.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII], mhm.
[AGENT][NEUTRAL] OK. Yes, that's what I've got.
[CUSTOMER][NEUTRAL] OK, work.
[CUSTOMER][NEUTRAL] OK, go ahead and decide.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, create the account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the user name.
[CUSTOMER][NEUTRAL] What should I put? What I want?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Yes ma'am, whatever you want, it just needs to be between 1 and 20 characters and contain a combination of letters A to Z, um, a number 0 to 9 underscore and a dash, anything other than that won't work, so you won't be able to use like a period or anything like that.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I'm writing it down cause I never probably remember.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I was writing it down so I can remember.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK. I got [PII]. Is that enough?
[AGENT][POSITIVE] Yes, ma'am. That'll be fine.
[CUSTOMER][NEUTRAL] OK, then the password.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Now the password you'll need to use, you see the bullet list at the bottom of the screen. It says one lowercase character, one number, one uppercase character. Um, that is the parameters for your password. You'll need to use at least 1 lower case and one uppercase character, one number, at least one of those symbols that are listed, and it needs to be at least 8 characters long.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Email, I use my email address.
[CUSTOMER][NEUTRAL] And start to eat.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Put my phone number in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Text message and I.
[CUSTOMER][NEUTRAL] Oh, didn't want to take my password.
[CUSTOMER][NEUTRAL] Let me go back. I gotta think of something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see if this one take on.
[CUSTOMER][NEUTRAL] Oh man, I'm on Jesus.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's simple.
[AGENT][NEUTRAL] You still wouldn't take your password?
[CUSTOMER][NEUTRAL] It said it didn't match, so I'm trying it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know what's going on. I don't wanna go in, uh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um, is your password, are you, are using all the bullet points at the bottom?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One symbol I use the money sign.
[CUSTOMER][NEUTRAL] Uh, let me think of what name can I use, um, oh, let me try this.
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] Uh my uh.
[CUSTOMER][NEUTRAL] Let me try this one.
[CUSTOMER][NEUTRAL] One lowercase, one number.
[CUSTOMER][NEGATIVE] 8 characters minimum, 1 uppercase, one symbol, and must not contain username. So I don't understand.
[CUSTOMER][NEUTRAL] And again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is it still not working for you, Ms. [PII]?
[CUSTOMER][NEGATIVE] Oh just keep saying it ain't saying nothing now. It's just I'm hitting it.
[AGENT][NEUTRAL] And you are working on a desktop computer, right? Or a laptop?
[CUSTOMER][NEUTRAL] Yeah, uh, I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It ain't saying that uh.
[CUSTOMER][NEUTRAL] One symbol, so let me put another sandal in there, maybe that'll help.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'll put another pin on on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She on the phone talking me through it.
[CUSTOMER][NEGATIVE] Hm, still don't wanna go close.
[AGENT][NEUTRAL] OK, uh, we can do a temporary password, Ms. [PII], and that way, um, we can just go ahead and get you in so you can see how to do it and you can come back later and change the password. Um, so let's do it as, um, we're gonna do temp with a capital [PII], so [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, let's do.
[AGENT][NEUTRAL] 123.
[AGENT][NEUTRAL] And then the, the money sign.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says submitting is getting ready to again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me know when it's finished.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Your account has successfully been created.
[AGENT][NEUTRAL] OK, good. Alright, so now we're gonna log in.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And so you'll use your username and that temporary password we just set up.
[AGENT][NEUTRAL] And I sent you an email um with a uh user guide for how to use your online service center it gives you a couple of picture examples on how to file a claim and where you need to go to do that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so you'll go to your dashboard.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEGATIVE] And your 10 digit phone number for update or just skip it.
[AGENT][NEUTRAL] Um, yeah, you can put your phone number in right there and that way they'll send you updates and stuff on your claims to it by text message or you can skip it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got it now.
[CUSTOMER][NEUTRAL] Go back home.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEUTRAL] You should get a uh call phone.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] All [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, the upload, OK.
[AGENT][NEUTRAL] So your dashboard should have, it should show my coverage and then it's gonna show your gap plan. Do you see that?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I see my link, the assignment.
[CUSTOMER][NEUTRAL] Policy number advocate active.
[CUSTOMER][NEUTRAL] Claim process in the past 24 months. No.
[CUSTOMER][NEUTRAL] I don't see nothing else that says up low foul.
[AGENT][NEUTRAL] OK, do you see anything that says my coverage?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] I ID cards.
[CUSTOMER][NEUTRAL] Let's see, number one, midly benefit assignments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that Medlink benefit, that's your, that's your gap policy.
[CUSTOMER][NEUTRAL] OK, so he said.
[AGENT][NEUTRAL] Um, so do you see anything that says, uh, hold on just a second, let me find it.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] My claims.
[AGENT][NEUTRAL] And upload it should have my claims and then it'll say upload documents on one side and on the other side it'll say need to file a claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I said it did not have documents to upload for claim upload files.
[AGENT][NEUTRAL] Yes ma'am, so that'll be where you go to upload your documents and stuff to file your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if I need a form, how would I
[AGENT][NEUTRAL] Um, when you go to file the claim, it should show.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Is this a wellness visit or just a um
[AGENT][NEUTRAL] Uh, sick visit or what is, what are you filing for?
[CUSTOMER][NEUTRAL] Filing for the gap, the, the money that I have in there to pay all my bill, medical bill.
[AGENT][NEUTRAL] OK, but your, the medical services you received, it wasn't just a regular wellness checkup. It was a sick visit or something like that?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It was a hospital visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, alright, um, give me just a second, Ms. [PII]. Let me see.
[AGENT][NEUTRAL] Um, let me check on the actual documents you need to submit there. Give me just a second, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh [PII], I almost ended the call. OK, let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bring.
[AGENT][NEUTRAL] Do do do do do do do do.
[AGENT][NEUTRAL] Do do do
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Do do do do.
[CUSTOMER][POSITIVE] This is easy.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] and customer service. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][NEUTRAL] I'm good. I have a question. I've been helping uh a l[PII] on the line set up her online service center and she wants to file um some claims for her gap coverage, and she's asking of what she needs to um submit on the OSC so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there like, um, do you know if there's like an automatic fillable form that comes up when they go to file a claim on there or does she need to download our um printable form and fill it out and submit it in the OSC?
[CUSTOMER][NEUTRAL] Right, she would need to download that form, print it out and fill it out and upload it with her claim documentation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and claim documentation would be like a um itemized bill receipts, anything like that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, and she'll need, she'll need the EOB from the primary insurance company and she'll need her diagnosis code. The diagnosis code is not always on the um EOB so she would need to get that from her doctor and make sure that she write it on the explanation of benefits as long as we can see it, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. She needs the EIB from the original insurance and um her diagnosis code.
[CUSTOMER][NEUTRAL] Diagnosis
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] All right, I'll tell her. Thank you so much.
[CUSTOMER][NEUTRAL] OK. Is there anything else?
[AGENT][NEUTRAL] No, that would be it.
[CUSTOMER][POSITIVE] OK. Uh thank you again. All right. Mm bye.
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the documents you're gonna need to upload right there, um, one, you're gonna need an EOB from your primary health insurance.
[AGENT][NEUTRAL] Um, you're going to need a, um,
[AGENT][NEUTRAL] Diagnosis code.
[AGENT][NEUTRAL] Uh, sometimes the diagnosis code is not listed on your EOB from your primary insurance, so you may have to call your, uh, the hospital to get your diagnosis code, OK?
[CUSTOMER][NEUTRAL] And you said EOD?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, ma'am, an explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that shows uh what your major medical, what the, that shows what the facility billed for and what your major medical is gonna pay and then what you're responsible for. And then that's what you'll need to submit um for your gap coverage. And uh she was telling me that your diagnosis code is not always listed on that EOB so you may have to call the hospital to get that diagnosis code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just write it somewhere on the EOB where they can see it when you upload it, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also on our website, um, there are some claim forms.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] That you can, um, have you found those?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, I just hit it and it says claim forms.
[AGENT][NEUTRAL] Claims and forms and you'll scroll down.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And you're going to look for, I think it says gap. Hold on, let me see.
[AGENT][NEUTRAL] It it doesn't say gap. It says Medlink claim form that's our gap product Medlink, so you'll use that form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm looking for midly.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's on the 2nd page.
[CUSTOMER][NEUTRAL] It's on the 2nd page, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, I see it's the Middle form and hit download form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, you'll download that, fill it out and you'll upload that with your EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do you know how much I have?
[AGENT][NEUTRAL] Um, for your gap.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, you are signed up for the 3000 plan, but I'm not sure how that is distributed. Um, do you, would you like to talk to somebody in claims to discuss what your benefits will cover?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, first.
[CUSTOMER][NEUTRAL] No, first I need to get this part filled out and go from there.
[AGENT][NEUTRAL] All right, Ms. [PII], well, uh, you can call us back if you ever have any questions about your coverage, we can definitely get you with somebody, um, in the benefits and claims department and they could help walk you through um what it will cover and um any questions you have, um, but was that all I could do for you today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, no problem. Thank you so much for calling APL and you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] I appreciate it so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Mhm. Have a good one. Bye-bye.