AccountId: 011433970860
ContactId: b8e4b873-d9b6-406b-ba15-ed9530d3a70d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2020300 ms
Total Talk Time (AGENT): 549058 ms
Total Talk Time (CUSTOMER): 635716 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b8e4b873-d9b6-406b-ba15-ed9530d3a70d_20250417T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Art and Health Services, and I would like to check on some claims status, please.
[AGENT][NEUTRAL] Yeah, of course, I can help you with claim status today. What did you say your name was again?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][POSITIVE] Perfect, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, of course. It is 022461746.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In the meantime, what's uh your working hours?
[AGENT][NEUTRAL] Our working hours are until [PII], so it'd be [PII].
[CUSTOMER][NEUTRAL] [PII]. And what's your time zone?
[AGENT][NEUTRAL] It's central.
[CUSTOMER][NEUTRAL] Central locking.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have a data service and a charge amount?
[CUSTOMER][NEUTRAL] Yes. The first one for this member is [PII] the amount 383.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, just one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Who also I have to take that?
[AGENT][NEUTRAL] OK, so I see this claim on file and it looks like the received date was [PII].
[AGENT][NEUTRAL] The process date was [PII].
[AGENT][NEGATIVE] And this claim was denied.
[AGENT][NEUTRAL] See, I'm looking up the reason why, just one moment.
[CUSTOMER][POSITIVE] Mhm, no worries.
[AGENT][NEGATIVE] OK. So it looks like this service is not covered when performed in a doctor's office or clinic is the reason why I was denied.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So in this case, it's like um the service is not covered by under the patient's plan.
[AGENT][NEUTRAL] Yes, for the patient's plan, uh, this service is not covered when performed in a doctor's office or a clinic.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Or clinic, OK.
[AGENT][NEUTRAL] Mhm. And then I also have that policy number.
[CUSTOMER][POSITIVE] Well, thank you so much.
[AGENT][NEUTRAL] Yeah, would you like the policy, or sorry, the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, it would be great.
[AGENT][NEUTRAL] OK. It is 349.
[AGENT][NEUTRAL] 65666.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] And well, the next, uh, could you please uh send, send us via fax that you be?
[AGENT][POSITIVE] Yes, I can do that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] Thank you. You can put attention to my name that is [PII].
[CUSTOMER][NEUTRAL] I'm gonna spell it out for you. It is [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and well, could you please, just in case I need the other EOPs for the rest claims, could you please add it into the same one?
[CUSTOMER][NEUTRAL] Into the same facts
[AGENT][POSITIVE] Oh, yes, of course.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] OK. And then, do you have the policy number?
[CUSTOMER][NEUTRAL] So, tell me when you're ready for the next.
[CUSTOMER][NEUTRAL] No, it is actually 3 claims for this specific patient and other claims for others.
[AGENT][NEUTRAL] OK. So do you have the policy number for the others?
[CUSTOMER][POSITIVE] Yes, but let's finish this one. Is that OK for you?
[AGENT][NEUTRAL] Oh, yes, of course. Sorry, I thought that we were done with this one. You can go ahead.
[CUSTOMER][NEUTRAL] Uh no. OK, the next date of service is [PII].
[CUSTOMER][NEUTRAL] [PII] build amount 186.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the received date is [PII]. And then the process date was [PII].
[AGENT][NEUTRAL] And this claim was also denied due to office visits and clinics not covered.
[CUSTOMER][NEUTRAL] OK, thank you. Well, and finally, the, the other data service, uh, could you please add the UB as well? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, what is the data service for that one?
[CUSTOMER][NEUTRAL] And yes, the, the last little service for this member is [PII], with the amount 158.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and the claim number for this one is 35.
[AGENT][NEUTRAL] 07801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the received date was 9-16-2024.
[AGENT][NEUTRAL] And the process date was 9-20-2024.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. And it looks like for the same reason, the service is not covered when performed in a doctor's office or a clinic?
[CUSTOMER][POSITIVE] OK. Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And please update the OVA to the fax as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I have a claim, the first claim was 3496566, and then the other 1 3500929 and the last claim 3507801 and I will send those EOBs right over to you.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] And well, tell me when you're ready for the other member, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then what's the patient's policy number?
[CUSTOMER][NEUTRAL] OK. It is 02487866.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is their first and last name and date of birth?
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then [PII]hat was the date of service for this one?
[CUSTOMER][NEUTRAL] First date of service is [PII], bill the amount of 344.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry, just one second.
[CUSTOMER][POSITIVE] Sure, no worries.
[AGENT][NEUTRAL] OK, so it looks like the claim number for this one is 349.
[AGENT][NEUTRAL] 6552.
[AGENT][NEUTRAL] And the received date.
[AGENT][NEUTRAL] Was [PII]. Process date, [PII].
[AGENT][NEGATIVE] And then this one was denied as well.
[AGENT][NEGATIVE] OK, so this one was denied because the policy provides no benefits for the treatment of conditions other than a sickness or injury as defined by this policy.
[CUSTOMER][NEUTRAL] OK, let me just take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, well, yeah, and could you please add
[CUSTOMER][NEUTRAL] There will be as well to the fax.
[CUSTOMER][NEUTRAL] Well, for these both EOPs.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I will send that one as well.
[CUSTOMER][POSITIVE] OK, thank you. And finally,
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, is this a different policy?
[CUSTOMER][NEUTRAL] No, no. There's uh one claim missing for the same policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so data service is [PII] build amount 2224.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like this claim number.
[AGENT][NEUTRAL] Is 353.
[AGENT][NEUTRAL] 0160.
[AGENT][NEUTRAL] And the received date.
[AGENT][NEUTRAL] It's 11-12-2024. The process date, [PII].
[AGENT][NEGATIVE] And this claim was denied.
[AGENT][NEUTRAL] Let's see why.
[AGENT][NEUTRAL] OK, so it looks like office visits are not covered for the policy.
[CUSTOMER][NEUTRAL] Oh, OK, so the same as the first one, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Um, well, and we're done about that number and finally, we have one member left.
[AGENT][NEUTRAL] OK, and then what's the policy number for that one?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] 74126.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you please fax the new business for this member as well separate?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] And then we also do have an OSC website that you could log on to and you can check claim status.
[AGENT][NEUTRAL] If you'd be interested in that.
[CUSTOMER][NEUTRAL] Oh yeah, well, actually,
[CUSTOMER][NEUTRAL] Yes, I was interested in that. Um, I was told the same the other day that I called you. Um, I tried it, but it looks like uh when I signed up, I was able to log in, but I couldn't find it. I tried like with foreign policies numbers and I couldn't find any claim, so I don't know why. That's why I, I, I had to recall again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no. Were you able to log in?
[CUSTOMER][POSITIVE] Yes, I was able to log in.
[CUSTOMER][NEUTRAL] And the two we haven't received any response from this claim, so we don't have like a, like a claim number. So, there is another option for looking claims with no claim number. It asks me for what I recall is that it asked me for the uh patient's account, birthday, first name, the last four digits of the security, the the social security number.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] And the date of service, and when I clicked on search, it says that no claim is found. I don't know why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if, so for the policy, I believe you want to just enter the numbers.
[AGENT][NEUTRAL] Are you entering the letters and the numbers for the policy number?
[CUSTOMER][NEUTRAL] They let us know.
[AGENT][NEUTRAL] No? OK, just the 18.
[CUSTOMER][NEUTRAL] Do I need to put the letters?
[AGENT][NEGATIVE] No, no.
[AGENT][POSITIVE] Mm, I'll, I'll look into that for you.
[CUSTOMER][NEUTRAL] Oh, no, because it doesn't have, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, we'll get through this.
[AGENT][NEUTRAL] The policy that you just gave me though, um, what is the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what's the data service for this one?
[CUSTOMER][NEUTRAL] It is [PII] build amount 158.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All the three claims for this member is the same bill amount, 158, OK?
[AGENT][NEUTRAL] OK. Got it.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] The reason why the probably all of these claims I can look up each individual one, but.
[AGENT][NEGATIVE] The reason why these are getting denied is because this policy is no longer active, and it looks like the policy termed 501-2024, so this data service 1028 is not going to be covered.
[CUSTOMER][NEUTRAL] Oh, so the policy was terminated on [PII], right?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me see if they have any more policies with us. Maybe there's one that is actually active.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] One
[CUSTOMER][POSITIVE] OK, perfect. Thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, I recall another.
[CUSTOMER][NEUTRAL] Yes, another case that the, the representative checked and it was eligible, so they had to, to send the request for the process of the claim at the moment.
[AGENT][NEUTRAL] 00 right. Um, so,
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] It looks like this is the only policy that they have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what are, so what is the data service for the other ones?
[CUSTOMER][NEUTRAL] For the other ones, for example, the next one is.
[CUSTOMER][NEUTRAL] [PII] and the last one is for this year, that is [PII].
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] They are all for 158.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just going to double check the denial code.
[CUSTOMER][POSITIVE] Mhm, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so that is the reason why it says these services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, well, in that case you just double checked, right? That's completely sure that.
[CUSTOMER][NEUTRAL] And the patient was not active at the moment.
[AGENT][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] And the paid to date was, yeah, the [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. Perfect. Well, thank you so much, um, [PII], and well, I, could you please send me, send me the UBs to the fax?
[AGENT][NEUTRAL] Yes, I can do that. Uh, did you want me to look up the reason why you cannot log into the OSC account?
[CUSTOMER][POSITIVE] Oh yes, it would be great.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Yeah, let me just go there right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, so for example, I just logged in.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's secure.
[CUSTOMER][NEUTRAL] And it says here.
[CUSTOMER][NEUTRAL] Yes, secure [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you logged in.
[CUSTOMER][NEUTRAL] So it says here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. I'm reading um exactly what you might be missing.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] sorry my name is.
[CUSTOMER][POSITIVE] That I'm sorry to ask you for a spontaneous study.
[CUSTOMER][NEUTRAL] Let me start.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK, and then you're using a computer, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because usually the versions we recommend is Chrome, Edge and Safari.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] 97. 0, let me see. Well, currently, I'm using Edge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you should be fine then. um, so it says use quick access to check an insureds claim status.
[AGENT][NEUTRAL] So if you go on to it should say OK click access APO claim number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, however, as I mentioned before, that option is not useful for us because I'm calling you back because we haven't received any response yet. And so we don't have like any claim numbers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So that's why I, I, I have to use the second one.
[AGENT][NEUTRAL] OK, so do you want the claim number so you will be able to check the status and the updates.
[AGENT][NEUTRAL] On these or well for the ones that you called today.
[CUSTOMER][NEUTRAL] Oh, OK, I understand that. So, yeah, well, definitely I will be calling you back again for other claims, and asking you the claim numbers, but yeah. So just to avoid that you can send us the fax.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, it
[AGENT][NEUTRAL] Yeah, um, so it does, it does say on here it says don't have an APL claim number, so it has that option, so it should be the patient's first name, date of birth.
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Um, last four digits of the insured.
[CUSTOMER][NEUTRAL] I don't know if you can try
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you see that one?
[CUSTOMER][NEUTRAL] Yes, I see that one. I don't know if you can.
[CUSTOMER][NEUTRAL] Try with me, for example, with [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So let me just go ahead and do that.
[CUSTOMER][NEUTRAL] So I'm gonna put the first name that is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I always put the first letter as capital. I don't know if it counts for something.
[AGENT][NEUTRAL] Um, it doesn't say that it's picky.
[AGENT][NEUTRAL] Um, try, try to just do all caps. So [PII]
[CUSTOMER][NEUTRAL] It's [PII], OK. So [PII], OK.
[CUSTOMER][NEUTRAL] And date of birth [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The last four digits of insured the social security number, OK.
[CUSTOMER][NEUTRAL] I got that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And providers patients account numbers in that case it's about.
[CUSTOMER][NEUTRAL] The one that is along with the claim.
[CUSTOMER][NEUTRAL] So I just put it with a P, uh as initial.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And finally, the date of service that is, well, the first one that I provided you for this member, that is [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII] and I'm gonna click on search.
[CUSTOMER][NEUTRAL] It's searching, oh, actually, oh my god.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][POSITIVE] It works.
[CUSTOMER][NEUTRAL] Yes, it's the first time that it worked.
[AGENT][POSITIVE] Oh, that's great.
[AGENT][NEUTRAL] OK, so, of course, so just use all caps, yeah.
[CUSTOMER][POSITIVE] Yeah, so thank you so much. I don't know.
[CUSTOMER][POSITIVE] You, you sent me good luck.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So, yes, actually, you're right. Maybe it was because of the cabs. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So, well, I appreciate it, now I have it.
[AGENT][NEUTRAL] Yes, do you want me to send those EOBs over still?
[CUSTOMER][NEUTRAL] And let me just click on it, just to make sure that I can get them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uploading.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, for gaming, no necessary.
[AGENT][NEUTRAL] No, it's not popping up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, no, actually, that's for [PII] and no necessary to send me the, the UP via fax, no worries. I, I, I was able to download it.
[AGENT][NEUTRAL] OK, so you don't need it for [PII] let's see.
[AGENT][NEUTRAL] Did you wanna try the other ones while I'm on the phone?
[CUSTOMER][POSITIVE] OK. Yes, it would be great. Let me just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do it real quick for you, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So, in this case it's [PII].
[CUSTOMER][POSITIVE] If this one works, so no worries for the other one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because we are sure that it works, OK? Um let me see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, date of service [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me see something else here. OK.
[AGENT][NEUTRAL] And then I think for the data service you have to put the zeros on there.
[CUSTOMER][POSITIVE] Yes, I actually thank you so much for that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Advice and actually, yes, I, I'm putting them.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, let me see, OK, 04 29 0429.
[CUSTOMER][NEUTRAL] 1994.
[CUSTOMER][NEUTRAL] The of the.
[CUSTOMER][POSITIVE] Yes, it worked again. Well, I am really, really playful.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, yeah, grateful for, for this, so, yeah, I'm very glad that you were able to help me, OK? Thank you so much, [PII].
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Yeah, I'm happy.
[AGENT][POSITIVE] Yes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, actually, no, thank you. That's all I needed to know and actually I'm gonna be here, yeah, well, searching all the claims on the website, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It makes it easier for you too. Yeah.
[CUSTOMER][POSITIVE] Don't have to call again. Well, yeah, yeah, well, thank you so much and for you as well. Thank you, [PII]. Have a nice day and have a nice rest of day.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Thanks for calling APL.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][POSITIVE] Thank you and have a nice [PII], Easter weekend. OK, bye-bye.
[AGENT][POSITIVE] Oh, thank you. You too. Bye.
[CUSTOMER][POSITIVE] Thank you