AccountId: 011433970860
ContactId: cd14bec3-9abe-4ce0-9e75-e89134f655e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1358540 ms
Total Talk Time (AGENT): 429657 ms
Total Talk Time (CUSTOMER): 761317 ms
Interruptions: 21
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cd14bec3-9abe-4ce0-9e75-e89134f655e3_20250623T16:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling because, uh, I, I think I, I submitted a claim. I guess this is, this is new to me, for me. We just got our cars. Also, I tried to set up, set it up on the portal so I'll be able to look at it, you know, uh, through my phone, but, uh, it's, it's not allowing me to.
[CUSTOMER][NEUTRAL] So I just need help first of all setting up my setting my account up and then uh I gave the broker uh two pages of uh because I had to have surgery last week but we didn't have the cards yet so they told me to submit those for for possible reimbursement so I just need to check on that and everything.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Hold on one second. Uh, hold on. Who is?
[CUSTOMER][NEUTRAL] Policy number is 264. We set the child's parentage before you leave. [PII]
[CUSTOMER][NEUTRAL] [PII] for you.
[AGENT][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII], can I have your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, you got [PII], OK, um.
[CUSTOMER][NEUTRAL] [PII] and my date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] I, I don't care if you've lost your memory.
[AGENT][NEUTRAL] And [PII], do you have an email address on file? If so, could you verify it?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's a good call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Because your, your heart rate is irregular again.
[AGENT][NEUTRAL] Let me see about your claims. So there is no claim on file, so I guess the broker has not submitted the claim yet. However, I can walk you through your signing up for your online account.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Are you online now?
[CUSTOMER][NEUTRAL] OK, and then I have to submit them that way? OK, um.
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] Let me see, hold on.
[CUSTOMER][NEGATIVE] Must be seeing things. She's been dead for.
[CUSTOMER][NEUTRAL] OK, uh, do my online account, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is the um about the child today. No one mentions it. Let me see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Why are you just say that again, ma'am. I'm sorry.
[AGENT][NEUTRAL] The website, you want the website or do you know the website?
[CUSTOMER][NEUTRAL] I think that today. Yes.
[CUSTOMER][NEUTRAL] No, I need a website.
[AGENT][NEUTRAL] It's a [PII].
[CUSTOMER][NEUTRAL] You and you run.
[CUSTOMER][NEUTRAL] [PII]. My mom is my mom. It's yours. So I have work to do. Uh, not yet, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] I see, I made a mistake. Let me see. A.
[CUSTOMER][NEUTRAL] The public.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, it's taking so long, ma'am.
[AGENT][NEUTRAL] No, it's [PII]. Take your time. I'm here till [PII].
[CUSTOMER][NEUTRAL] How can I check that.
[CUSTOMER][NEUTRAL] About everything.
[CUSTOMER][NEUTRAL] OK. [PII]. You, you say [PII].
[AGENT][NEUTRAL] If I'm not on the phone with you on the phone with somebody.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Uh, public but never doubted.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it says claims and forms. It's just around 10 J on today.
[AGENT][NEUTRAL] Hold on, let me see.
[CUSTOMER][POSITIVE] So I'll confess I'll tell everything. That's silent earlier because I thought if it was gone, didn't want to upset you. Now that you see has returned, the young master signing you really got that. The truth is back then.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, cause I don't look at it, so I need to look at it.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So you're gonna go to secure. It's gonna be, OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I hit the search button out of 3 lines.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, let me, I'm trying to pull it up online for myself to see how it looks to tell you where to go. So give me one moment if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, no, I don't mind.
[CUSTOMER][NEUTRAL] That the state for 5 years.
[CUSTOMER][NEUTRAL] Keep today's events confidential. Erase all traces of tsunami and soon they things present. I need to investigate.
[AGENT][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Understood. I'll handle it immediately.
[AGENT][NEUTRAL] Do it say welcome to online service center?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, it says claims and forms.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] So that's the old one. So go to, it should say secured.
[CUSTOMER][NEUTRAL] Um, when I hit the home.
[CUSTOMER][NEUTRAL] Well we serve brokers, groups, individuals.
[AGENT][NEUTRAL] Mhm. That's the wrong website because we have a new website, so it should say, go back to Google or do your search to your search bar and put in [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Being jungle today.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Hold on, I'm sorry, hold on. I got secure.
[CUSTOMER][NEUTRAL] And public
[AGENT][NEUTRAL] [PII]. Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yes, it says welcome, welcome to the OSC.
[AGENT][NEUTRAL] Now create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna tell you.
[AGENT][NEUTRAL] Click that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Create your own, OK.
[AGENT][NEUTRAL] So now you're the insured?
[CUSTOMER][NEUTRAL] And I, I told.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everyone down.
[AGENT][NEUTRAL] You're gonna hit next
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With your last name, your social security number, your zip code, your email address that we just, you just verified and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] So even bankrupt company.
[CUSTOMER][NEUTRAL] You say the zip code?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your email address you just verified and your date of birth.
[CUSTOMER][NEUTRAL] It was I thought.
[CUSTOMER][NEUTRAL] You know, keep this quiet. Watch checkdown 24/7. Track everyone, interact with, report to me immediately. I've waited 5 years, almost became missing chin, won't let anyone ruin it.
[CUSTOMER][NEUTRAL] It's on that date.
[CUSTOMER][NEGATIVE] Survive trash doesn't survive anything.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, we don't.
[CUSTOMER][NEGATIVE] This man, if we hate to corporation this time, we'll make history, but by 100 times hotter in person too bad on his taste, his fiance was so fake and pretension.
[CUSTOMER][NEUTRAL] We're here to work, not gossip.
[CUSTOMER][NEUTRAL] OK, now I hit next.
[AGENT][NEUTRAL] Is it let you move forward? Mhm.
[CUSTOMER][NEGATIVE] Uh, it's saying it's error. No user was found with the information that you was in.
[CUSTOMER][NEUTRAL] Try again and then it gives me the number to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so go back.
[CUSTOMER][NEUTRAL] The genius.
[AGENT][NEUTRAL] And try again, but I'm gonna give you a number to use this time instead of your social. You did put your social in, correct?
[CUSTOMER][NEUTRAL] Yes, so change that.
[AGENT][NEUTRAL] Did you put your whole 9 digits in?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify to make sure that we have the same thing in the system.
[AGENT][NEUTRAL] The same social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] That's what I have.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] W
[AGENT][NEUTRAL] What is the zip code that you have?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yeah, that's what I have as well.
[CUSTOMER][NEUTRAL] Didn't you?
[AGENT][NEUTRAL] And spell out your um email to make sure everything is correct.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct too.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so now go back when it says um sign up, provide information.
[CUSTOMER][NEUTRAL] Hold on, uh, I got, I'm back to work.
[AGENT][POSITIVE] Mhm. That's why I want you to be.
[CUSTOMER][NEUTRAL] And then, um, OK. I probably paraded my nephew's ex-wife.
[AGENT][NEUTRAL] You're gonna be, put your information in again. You're gonna be the insured.
[CUSTOMER][NEUTRAL] You create this the same thing to create insured, OK.
[AGENT][NEUTRAL] Mhm. Do your last name.
[CUSTOMER][POSITIVE] Uh thank you. OK.
[CUSTOMER][NEUTRAL] Is he happy?
[AGENT][NEUTRAL] Now, let me try this number instead of your social.
[AGENT][NEUTRAL] Try [PII].
[CUSTOMER][NEUTRAL] Hold on one second. Hold on. Hold on. OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna just [PII] correct?
[AGENT][NEUTRAL] Mhm, yes, and then do your zip code, your email address and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shine at the day your private life.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct too.
[AGENT][NEUTRAL] In the system.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Security to catch you with that by all means, but you might want to keep your heart.
[CUSTOMER][NEUTRAL] What's that supposed to mean? Please the advice for yourself. Someone I shouldn't cross. What's wrong? scared, here's your shoes. I'll challenge and fears nothing.
[CUSTOMER][NEUTRAL] Never mind. OK, so not in the.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Excuse me the same thing. No user was found.
[CUSTOMER][NEGATIVE] But you didn't tell him. No one will buy that story.
[AGENT][NEUTRAL] OK. I'm not sure what's going on. Hold one moment if you don't mind. I'm gonna see if someone else can better assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][POSITIVE] Oh, Miss [PII], I got you instead.
[AGENT][NEUTRAL] How do you get in contact with the OSC ambassadors? Good morning. How are you doing?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, I'm good and you? Um.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I don't know. That's, that's usually [PII]. What, what you got going on?
[AGENT][NEGATIVE] Um, I have an insured. I was trying to walk her through her online, setting up an online account, but it keeps saying user I found and we tried her social. We tried the policy number, the one that we have in the system without the M, the, the letters behind it, um, and it's still not allowing her to move forward. I made sure that everything was correct in the system. It is and it's still saying user not found.
[CUSTOMER][NEUTRAL] OK. Yeah, I think [PII] is the one.
[AGENT][NEUTRAL] Unless she doing so wrong. Unless she's doing something wrong, I don't know. Unless she doing something wrong, I have no idea.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, is [PII] here? [PII]'s here.
[AGENT][NEUTRAL] Um, I'm not sure. Let me see.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So when I contact [PII], do I just call her number directly or?
[AGENT][NEUTRAL] It's not here.
[CUSTOMER][NEUTRAL] Yeah, that's what I think [PII] had to do. Oh crap, OK.
[AGENT][NEUTRAL] OK, just click somebody that because it's a whole list of them on here.
[AGENT][NEUTRAL] So just click somebody's name. Yeah, we got it says we have the OSC ambassadors [PII], [PII], [PII], all these a whole list of this email. I don't know. I don't think he was here today. Let me, but you.
[CUSTOMER][NEUTRAL] Oh, is it?
[CUSTOMER][NEUTRAL] I must not be
[CUSTOMER][NEUTRAL] I would check them. You might have to just call them directly because I don't know if I don't know if they're in a queue or not.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye you too bye bye.
[AGENT][POSITIVE] Wow
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing? This is [PII].
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] I'm all right. I have no complaints. I'm calling because I have an insured on the phone. They have you on the list of the OSC ambassadors and I have an insured on the phone. I was trying to walk her through setting up her online account, but she keeps saying that she's getting an error about user not found. We tried the um a social security number, and we tried the policy number without.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The letters but it's still saying that the user is not found and then also I verified her email address and everything is correct so she's not I I assume she's not putting anything in incorrect and it keeps saying that user is not found and she wants to set up her online account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] OK, have you followed all the instructions because just because they named us the OSC ambassador, I don't know anything about us supposed to get calls. I haven't really fully read this last email um that I'm supposed to be a person that's supposed to take the call and resolve the issue. I don't know that that's what OSC ambassadors are supposed to be doing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I need to read this last email, but you need to follow all the emails where they're telling you specifically what to do for these people to be able to set their account up. um, let's see, hold on.
[AGENT][NEUTRAL] Cause it, I don't even know.
[AGENT][POSITIVE] Right, cause I did everything.
[CUSTOMER][NEUTRAL] Mm, because it was one that they identified an issue. Let me see if I can find it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's not it.
[CUSTOMER][NEUTRAL] Oh, a year.
[CUSTOMER][NEUTRAL] So there's an email that [PII] sent out and she sent it on [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It has a list of instructions, instructions for um.
[CUSTOMER][NEUTRAL] Uh, insured providers, groups, uh, creating and logging.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Information that's what I've been following to show her how to do it.
[CUSTOMER][NEUTRAL] Have you followed that?
[CUSTOMER][NEUTRAL] Reading and logging blah blah blah.
[AGENT][NEUTRAL] But, OK, I could just let her know that I'm not able to assist her so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because the only thing, only thing I can tell you is I'm trying to find there's several emails that she sent out on specifically what.
[AGENT][NEUTRAL] Cause I don't want to keep her on the phone on hold.
[CUSTOMER][NEUTRAL] I, I unders I understand, but when they create this account they have to fill out certain blocks. There's certain blocks you're supposed to fill out and certain that you're not, so you need to find that email and follow that email because I can't find it right now.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's the email that I'm following, the one for the for the insured itself.
[AGENT][POSITIVE] But all right, thank you, ma'am.
[CUSTOMER][NEUTRAL] No, no. OK. All right then. OK. Bye-bye.
[AGENT][NEUTRAL] Mm. What you was about to say, I just want to get her off the phone cause she's still on the phone.
[CUSTOMER][NEUTRAL] OK, because I, I would have to search. OK alright mhm OK bye bye.
[AGENT][NEUTRAL] I'll call you back.
[AGENT][NEUTRAL] All right. Bye.
[CUSTOMER][NEUTRAL] Now keep dreaming, get me to.
[AGENT][NEUTRAL] Thank you for holding. I apologize for the inconvenience. So I'm trying to get you some assistance, but no one is available.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Uh, yeah, cause I, I have a.
[AGENT][NEGATIVE] And this is frustrating. I know it's frustrating to you because it's frustrating to me that I can't get you some assistance.
[CUSTOMER][NEUTRAL] Yeah, cause also I have a claim I need to, um, because the same thing.
[AGENT][NEUTRAL] So let me see if I can do it. Let me try it on my own behalf to see if I can do it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Still laughing, you will pay for this.
[CUSTOMER][NEGATIVE] My fault? you attacked me. Should I just wait to get dumped again?
[CUSTOMER][NEUTRAL] Can you hear my heart.
[CUSTOMER][NEUTRAL] My heart races for don't believe.
[CUSTOMER][NEUTRAL] Maybe another reaction to believe me.
[CUSTOMER][NEUTRAL] You mentioned in the car today. The driver pushed you into the river 5 years ago.
[CUSTOMER][NEUTRAL] I need more details to identify the killer.
[CUSTOMER][NEUTRAL] Can I talk to him again?
[CUSTOMER][NEUTRAL] Since you're still hesitant, I won't push you. Let me take you to meet someone, then you can't decide whether to talk.
[CUSTOMER][NEUTRAL] Yes I think go to the southern sanatorium, bring that person here.
[CUSTOMER][NEUTRAL] Young master brought them.
[CUSTOMER][NEUTRAL] Semester what happened to your feet.
[CUSTOMER][POSITIVE] This was your brilliant idea.
[CUSTOMER][NEUTRAL] By the way
[CUSTOMER][NEUTRAL] Your mother's been unless nearby recently.
[AGENT][NEUTRAL] It still gives me the same thing.
[CUSTOMER][NEUTRAL] Oh, see, you can see my mother again.
[AGENT][NEGATIVE] I, I don't understand.
[CUSTOMER][NEUTRAL] She's waiting at the park.
[AGENT][NEUTRAL] Do you think they'll have a technical support or something.
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So, can I get your number and do you get your, get your number and give you a call back when I find out who actually can assist you with this because I can't unfortunately.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 224
[CUSTOMER][NEUTRAL] 1663.
[AGENT][NEUTRAL] Thank you. But you know, I'm not sure if you know that you can fax the claim to us.
[CUSTOMER][POSITIVE] I'm fully recovered now.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, can I, can I, is there any way that I can send it to, uh, uh, email or something?
[AGENT][NEUTRAL] No, ma'am, we don't have an email for claims.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Cause the broker actually, I, I, he had me send them to him. He has them, but uh I don't know if he um submitted them to the right person.
[AGENT][POSITIVE] Yeah, I do apologize.
[AGENT][NEUTRAL] Did you contact the broker? Cause he haven't submitted them yet. He hasn't submitted them here on your behalf.
[CUSTOMER][POSITIVE] Yeah, I, I'm gonna call him now too, but if you can see you can get someone, cause this is so important. I mean, I've been dealing with this for a minute with uh with this, with this company.
[CUSTOMER][POSITIVE] You know, it's, it's new for us, so, you know, we understand everything, but sometimes I'll go smooth.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's the website is new to everybody cause it was just created, the website was just updated and it was, it's new to everybody, but
[AGENT][NEUTRAL] Oh, we've been getting a lot of calls about them, but I've never had an issue with setting up an account with someone because it always goes move forward, but for some reason it's not allowing me to move forward with you saying using our found.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so you work on your end. I'm gonna contact this broker again and at the same time.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for your understanding. I do apologize. Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][POSITIVE] OK, thank you so much. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You too bye bye.