AccountId: 011433970860
ContactId: dc433ec5-6f8e-4b53-a321-7591a59d681a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1664339 ms
Total Talk Time (AGENT): 467802 ms
Total Talk Time (CUSTOMER): 690102 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/dc433ec5-6f8e-4b53-a321-7591a59d681a_20250110T15:58_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I'm with Home Comfort Enterprise in [PII].
[AGENT][POSITIVE] Yes, ma'am. How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, I need some help, so I just submitted information on [PII], uh, to get him signed up for coverage because, um.
[CUSTOMER][NEUTRAL] Our guy who deals with our policy with y'all, uh, didn't return phone calls, didn't do, I mean I had this conversation yesterday with somebody at your office anyway so I just been our [PII]. I need his effective date changed to [PII] because it automatically put in [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Let me see if I can give you my first number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, [PII], OK, so you've enrolled a member but the effective date needs to be changed, is that correct? Or?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Correct, uh, my group number is 18735.
[AGENT][NEUTRAL] OK, thank you. So give me just a moment, [PII], to get the group's information pulled up, then I will have to verify some things with you first for security purposes. So just one moment, please.
[AGENT][NEUTRAL] OK, so [PII], if you could verify, you gave me the group name, the address for the group and your, well, first off, let me back up. What is a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh let's see, since my phone on my desk is not working, it's my actual cell phone number [PII].
[CUSTOMER][NEGATIVE] I have no idea why my damn desk is not working.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh goodness. So you said that your cell is [PII]. I'm sorry, what was the last four numbers?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. All right. And what is the primary number that we have on file for the group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And the address for the group and your email?
[CUSTOMER][NEUTRAL] The address for the group is [PII].
[AGENT][NEUTRAL] Mhm. And then your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. All right. So just one moment. And did you enroll him this morning?
[AGENT][NEUTRAL] Online?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What was his last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, one moment please.
[CUSTOMER][NEUTRAL] Oh my [PII], this is such this year with health insurance has been such a cluster.
[AGENT][POSITIVE] Oh goodness. I'm so sorry.
[CUSTOMER][NEUTRAL] Getting anything
[CUSTOMER][NEGATIVE] Well, it ain't about you. It's, it's about just trying to figure stuff out, you know, I feel like I've been left out in the woods.
[CUSTOMER][NEUTRAL] Cap plan so I've gotta get this guy in here.
[AGENT][NEUTRAL] Alright, so 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Payroll gap.
[CUSTOMER][NEGATIVE] Negative.
[AGENT][NEUTRAL] All right. Let me look at just a couple of things, OK?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so what, do you mind letting me place, well.
[CUSTOMER][NEGATIVE] I guess I need to be the administrator of this policy by myself and just knock [PII] off because he does not do anything for this company.
[CUSTOMER][NEGATIVE] And I feel like I'm constantly effing drowning trying to get all this shit done.
[AGENT][POSITIVE] Oh, I'm so sorry that, that you're having a difficult time with that. Let me, let me try and get you connected with someone um who can
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I need I need I need [PII] activated. I need the activation date as [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I see a policy that has been issued and I can see that the date is [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] Yeah, I don't know why it default that because that's crazy. Why would I do that a year in advance?
[AGENT][NEUTRAL] So I tell you what, let me put, do you mind letting me put you on hold for just a moment?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you very much. I'll be right back with you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Thank you so much for holding for me [PII]. OK, so the easiest way to get this this corrected, if you can please send an email requesting the date to be corrected.
[CUSTOMER][NEUTRAL] So why would one day, yesterday I entered [PII] and it was [PII] and, and why today is it [PII]?
[CUSTOMER][NEUTRAL] I mean, I entered more TV yesterday and it was [PII].
[CUSTOMER][NEGATIVE] I mean I can't, I can't make this stuff up.
[AGENT][NEUTRAL] Oh, I don't, let's.
[CUSTOMER][NEUTRAL] OK, so who am I sending an email to?
[AGENT][NEUTRAL] If you'll just email it to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am. And let me see, I believe that I can give you that policy. Yes, you can reference this policy number for him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 258-568-1.
[CUSTOMER][NEUTRAL] Please change the effective date.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So you can't do it and you can't pass me to anybody who can.
[AGENT][NEUTRAL] I can see if I can get you connected to someone, but I'm pretty sure that they're gonna have to have that in writing.
[CUSTOMER][POSITIVE] Great.
[AGENT][POSITIVE] So, I mean, I'll be happy.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEGATIVE] Uh this is unbelievable.
[CUSTOMER][POSITIVE] I, I love my guys.
[AGENT][NEUTRAL] I can see that it was in, I can see that it was entered on [PII] and it does show an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, it defaulted to that. I tried to change it and it won't freaking let me.
[AGENT][NEUTRAL] I'm trying to say, I don't know.
[AGENT][NEUTRAL] Cause it's just a major medical plan.
[CUSTOMER][NEUTRAL] It allows you to change employees, but you.
[CUSTOMER][NEUTRAL] Uh, I mean this is, this is crazy. I'm sorry.
[AGENT][NEUTRAL] No, I mean, I understand your frustration completely. I would be feeling the same exact way.
[AGENT][NEUTRAL] I honestly can[PII] because I show your major medical period is from [PII]. Y'all just completed renewal. There's nothing that would indicate as to why it would have made that I can see.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] We're not finished with renewal yet. Oh, and [PII]'s address is wrong on this.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Are you kidding me? I mean, I put in the correct address. It's it.
[AGENT][NEUTRAL] So let me, let me just.
[CUSTOMER][NEUTRAL] I need the address changed on him.
[CUSTOMER][NEUTRAL] I mean, so let me go through that. They did the same thing to [PII] yesterday just because you have all the information doesn't mean it's correct.
[CUSTOMER][NEGATIVE] And that's the issue. It brings up and it pulls them back active, but it doesn't change anything.
[CUSTOMER][NEGATIVE] Why do I waste my time?
[AGENT][NEUTRAL] Let me, let me just see if I can get you transferred [PII] to see if it's possible that they can change that without having to have you email it and now I can update the address for you. I cannot change the effective dates.
[AGENT][NEUTRAL] So give me just one second, I can correct the address for you.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just one second.
[CUSTOMER][NEUTRAL] So it just reactivated him and it left all of the old information in there instead of changing what it did. I, I mean, that is it.
[CUSTOMER][NEUTRAL] What's, what's the purpose of me going in here and doing this?
[AGENT][NEUTRAL] Has he had another policy with APL? Is that what you're saying? Cause I I pulled up when I
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Yeah, years ago, several years ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That policy from [PII] is termed.
[CUSTOMER][NEUTRAL] I don't know. I, I don't know.
[AGENT][NEUTRAL] That's what it looks like. This is a new policy that was just issued, the number I gave you.
[CUSTOMER][NEGATIVE] OK, well, it, but the problem is, is, you know, if I would have known that it should have said, would you like to make this, would you like to make this active again and you click yes, are there any changes? Yes, and you can change the address instead I entered a whole new employee added an employee and and this is what it what it did it bring up the old address, which is like a waste of my time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is the, I can go ahead and update the address. What is the address supposed to be for him?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Capital letter T space C space and then the word King, K I N G lane.
[AGENT][NEUTRAL] RAIN.
[CUSTOMER][NEUTRAL] L A
[AGENT][NEUTRAL] [PII]. I'm sorry, [PII]. I'm sorry, I misunderstood you. So it's [PII] and you said it's [PII], and is there a space between the [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Louisiana.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] [PII] if you need that.
[AGENT][NEUTRAL] Oh, I'm sorry, [PII]. OK, I can put that in there. And his phone number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At least I think this is the right number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that is the number that's on file for him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't think he's changed his phone number in years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm with him. I haven't changed my phone number since I got a cell phone number over 30 something years ago.
[CUSTOMER][POSITIVE] Have good have good let me just make sure.
[AGENT][NEUTRAL] All right, so I
[CUSTOMER][POSITIVE] Yep, that's the right number.
[AGENT][NEUTRAL] So I have got the address updated.
[AGENT][NEUTRAL] Now I can again I can try and connect you over to see about.
[AGENT][NEUTRAL] that effective date?
[AGENT][NEUTRAL] But you can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But for sure, you, if they will not be able to do that over the phone with you, then you can.
[CUSTOMER][NEUTRAL] I emailed them
[AGENT][NEUTRAL] Oh, you already did do that? OK, OK. Well, so did you request a confirmation be sent once it had been, um, you know.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, that's fine. They'll take, they'll take care of it, um, and get that corrected for you and you have the correct policy number.
[CUSTOMER][NEUTRAL] Does it take 24 hours for the card to show up?
[AGENT][NEUTRAL] Yes, it does have to go through overnight processing. Mhm.
[CUSTOMER][NEGATIVE] That's a problem. I should have gotten a bill on.
[CUSTOMER][NEGATIVE] January and I haven't even gotten the bill yet.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK, so I see the address is changed now.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Active date is still incorrect.
[AGENT][NEUTRAL] Yes ma'am, because I can't change that. Alright, give me just.
[CUSTOMER][NEUTRAL] OK, so pass me pass me through to somebody who can please.
[AGENT][NEUTRAL] Yes, cause I don't, let me, let me, I'm checking with someone to see if it can be done.
[AGENT][NEUTRAL] But since you sent the email.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] And you said that you're having some difficulty with your agent, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but they already know that I talked to somebody yesterday.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please move me to base plan and add gap. So here I have another person.
[CUSTOMER][NEUTRAL] That is a gap. [PII] and I don't think he's in here yet.
[CUSTOMER][NEUTRAL] No, he's not.
[CUSTOMER][NEUTRAL] So he wants to add gaps, so let me add another employee.
[CUSTOMER][NEUTRAL] Reason open enrollment and it automatically gives me the date of [PII].
[CUSTOMER][NEUTRAL] The effective date requested is prior to today's date. Well, no shit snuggles.
[CUSTOMER][NEUTRAL] When you have an agent who's not active in your life, what do you expect to do?
[CUSTOMER][POSITIVE] Great, so I'll be doing the same thing with this guy too.
[AGENT][NEUTRAL] OK, so give me just a moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Marvin
[CUSTOMER][NEUTRAL] Michael.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So because of the status that is in, uh, we will change the other one.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] To the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Correct, and I'm about to do the same thing with this guy.
[CUSTOMER][NEGATIVE] I mean, I didn't realize that he hadn't done any of this stuff and the plan has changed. It's not, it, it's supposed to be like 7700 bucks and now he's just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean all this shit's wrong.
[CUSTOMER][NEUTRAL] I, I don't know what to do so because the separate the, the second plan for the.
[CUSTOMER][NEUTRAL] $7900 max is supposed to be the second plan. The first plan is supposed to be $5750 max.
[CUSTOMER][NEUTRAL] Yeah, so [PII], I just added him, so that needs to be changed too.
[CUSTOMER][NEUTRAL] His start date.
[CUSTOMER][NEUTRAL] I don't know what to do about the plan because I can't change that. That's up to [PII]
[CUSTOMER][POSITIVE] So I'll take and get that done too.
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Let me get this
[AGENT][NEUTRAL] So you're saying that your plans are not right either?
[CUSTOMER][NEUTRAL] Uh, I think there's a different, uh, a different base plan.
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] Now did
[CUSTOMER][NEUTRAL] OK, so I just entered um uh [PII].
[CUSTOMER][NEUTRAL] As an individual.
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]. Let's see if I can get him to
[CUSTOMER][NEUTRAL] Let me see if it shows up on my end of stuff hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because if I have a policy number I need to put it in here.
[CUSTOMER][NEUTRAL] [PII], oh jeez, yeah, OK, so he's in here now.
[CUSTOMER][NEUTRAL] Products
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] 258
[CUSTOMER][NEUTRAL] 568 5.
[CUSTOMER][NEUTRAL] 258-568-5. uh please.
[CUSTOMER][NEUTRAL] Change the enrollment date.
[CUSTOMER][NEUTRAL] [PII] for [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] OK, care team, thank you. uh, we've received your email we're happily researching your request.
[AGENT][NEUTRAL] OK, so, as I explained, I was able to get Mr. [PII] corrected over the phone because of the status that it was in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you sent the other one for the other gentleman also?
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And you could see him. OK. OK. And that is the, that is the response that you will get when you send it? Mhm. Yes, ma'am. Right. So, but, but that is the response that you'll get about the researching it.
[CUSTOMER][NEUTRAL] Yeah, I just did that.
[CUSTOMER][POSITIVE] OK, so they, so we're good that is on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that they can get it to the proper division on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. OK, so let me see. Oh, this one enroll in base plan and gap. So this is another guy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] This is gonna be fun.
[AGENT][POSITIVE] Now I'll be happy to try and connect since you're having such difficulty with all of this, you know, [PII], I'll be happy to connect you with someone in our broker resources division to see if they can further.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] No, we have a good broker that we use. He just doesn't get y'all's insurance, so, um, and, and he's.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, I'm talking about with an APL, our, our broker resources division, our sales division that works with the different groups.
[AGENT][NEUTRAL] All renewals and through the agents.
[CUSTOMER][NEUTRAL] Oh my [PII]. Last name, uh, I just gotta get this done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], first name [PII], middle initial, he didn't give me that. I don't think he has one. He's a junior.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, male 436-854-95332252 [PII].
[CUSTOMER][NEUTRAL] Oh my [PII], this guy lives in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. I have no idea what his email address. [PII] no active at work, yes, next.
[CUSTOMER][NEUTRAL] OK, base plan, so that's it employee only next.
[CUSTOMER][NEUTRAL] This is the same thing.
[CUSTOMER][NEUTRAL] OK, uh, papa, submit.
[CUSTOMER][NEUTRAL] OK, so that one's done.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Print
[CUSTOMER][NEUTRAL] OK, so [PII], I just added him.
[CUSTOMER][NEUTRAL] Yeah has [PII] seen that one?
[CUSTOMER][NEUTRAL] Give it to [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, so let me see if I can find where he got added so I can take an email the care team.
[CUSTOMER][NEUTRAL] New email there he is.
[CUSTOMER][NEUTRAL] Claims no products, that's what I need.
[CUSTOMER][NEUTRAL] Policy number 258-569-8.
[CUSTOMER][NEUTRAL] Care.
[CUSTOMER][NEUTRAL] 258258.
[CUSTOMER][NEUTRAL] 5686.
[CUSTOMER][NEUTRAL] Um, please.
[CUSTOMER][NEUTRAL] Please change the enrollment date.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] 258-568-886 next.
[CUSTOMER][NEUTRAL] OK, so that one's done. No changes [PII]. OK, so that's all the paperwork I have on my desk right now, and I know my agent has a couple of more packets on him. As soon as I get those, then I will go through here and get that done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that will be in the next, that will be Monday at the latest.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And I have a bill for January and I'm assuming because it was open enrollment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so OK.
[CUSTOMER][NEUTRAL] Uh, yes, hold on, uh, Destiny.
[CUSTOMER][NEUTRAL] And to be removed from the policy.
[CUSTOMER][NEUTRAL] As of [PII].
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] My [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so hopefully we'll get the rest of that stuff done and then we are good to go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I feel sorry for the team getting my emails. I apologize.
[AGENT][POSITIVE] It's OK. That's what we're here to do is to try and help you and fix anything that needs, you know, to be.
[AGENT][NEUTRAL] To be corrected.
[CUSTOMER][NEUTRAL] So we got that done and if I get more of the paperwork I will get it to you on uh Monday morning.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] OK. All right. Well, that'll be fine. OK. Well, if that's all, [PII] at the moment then that I can help you with, uh, thank you again for calling APL. I hope that your rest of your day gets better than it's been.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] So far, and I hope you have a really nice weekend.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] You too thank you ma'am.
[AGENT][POSITIVE] Yeah, you're very welcome.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Bye-bye. Yes, ma'am. You're welcome. Bye bye.