AccountId: 011433970860
ContactId: def93bc8-91d6-4357-84a6-6d2d9709243e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1533680 ms
Total Talk Time (AGENT): 617178 ms
Total Talk Time (CUSTOMER): 649567 ms
Interruptions: 17
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/def93bc8-91d6-4357-84a6-6d2d9709243e_20250625T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um.
[CUSTOMER][NEUTRAL] I am trying to log on to the um [PII] portal which I've done multiple multiple times to log in for my for my mom because I'm I submit claims for her cancer stuff and it's different. I mean, I literally just did this I think 3 weeks ago and it's totally different. So my law.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh man, yes, OK, so first off, I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] I was just gonna say my log in doesn't work because I don't, I typically have a login and a password and when I click log in it says email and nothing is working none of my typical stuff is working.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK, so first off I do apologize for the confusion um our website did recently undergo quite a big change as of just I think just a couple weeks ago, and with that change, uh, all users are now having to create new logins so you would have to uh go as a new user and of course you would select uh insured and just set up that account again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The biggest difference is going to be you would just sign in with the email instead of a user name.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, and I don't know this gets a bit confusing because I do this for her.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It was she and my, she and my dad and they both have just recently passed. Um, and so I'm trying to.
[CUSTOMER][NEUTRAL] I'm trying to finish up their their stuff so email address I don't know.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So if I put in her email and then click forgot password, will it prompt me to reset?
[AGENT][NEUTRAL] No, what do you mean reset? I'm sorry.
[AGENT][NEUTRAL] The reset the um.
[CUSTOMER][NEUTRAL] Like, will it prompt me to
[CUSTOMER][NEUTRAL] The the the password and log in.
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] No, OK, so you would have to go in and create an entirely new account. Um, the information you enter does have to match what we have for them in our system. So if you'd like I can get that pulled up just so we can make sure it's the correct email and everything. Um, let's see, I'm sorry, what?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I've got to go and create new account under and I go to insured.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and now I will say um there was uh a lot of users have been having some errors um one potential fix is only filling out the fields that have an asterisk and leave the other ones completely blank so I believe that would just be the last name, date of birth, and the email address.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] The last name.
[CUSTOMER][NEUTRAL] Date of birth and email OK.
[CUSTOMER][POSITIVE] OK, gosh this is so complicated from what it from from what it was I know it was so good.
[AGENT][POSITIVE] Yeah, it's pretty, it's a bit different.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so this is gonna take me a bit to do.
[CUSTOMER][POSITIVE] I appreciate your patience. I'm sorry I'm just, I'm trying to get in here and and log in her.
[AGENT][POSITIVE] Oh no, you're perfectly fine trust me when I say you, you are not alone um with this. It has been everybody has been calling with issues, so you are perfectly fine.
[CUSTOMER][NEUTRAL] Well bless your heart. I know that's not super fun for you. OK, and I don't know if I should put.
[AGENT][POSITIVE] Uh, I don't mind helping out honestly, I can if I can help figure it out for him then that that makes me happy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] That's very kind of you. OK, let's see if it'll let me.
[CUSTOMER][NEUTRAL] Continue complete set up OK verification.
[CUSTOMER][NEUTRAL] OK, so I've gotta do a verification code.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] I guess that will be to her email.
[CUSTOMER][NEUTRAL] Alright, they're supposed to send a verification code. Let's see, American Public Life, there we go.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK verify code.
[CUSTOMER][NEUTRAL] OK, and then now I set up a whole new password.
[AGENT][POSITIVE] It can be the same password you used before. That is perfectly fine.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][POSITIVE] Oh good OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, display name.
[CUSTOMER][NEUTRAL] Given name and surname is that just like literally her her.
[AGENT][NEUTRAL] Whatever you want it to be
[CUSTOMER][NEUTRAL] First, her first name.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and will this link it to her current account like.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, get a dashboard.
[CUSTOMER][NEUTRAL] OK, so now I hit log in and I go back to.
[CUSTOMER][NEUTRAL] OK, it's gonna send another verification code.
[CUSTOMER][POSITIVE] Gosh, I'm glad I called you.
[AGENT][NEUTRAL] Uh, just setting the expectation, it is going to do that every time you log in, it will ask for a verification code.
[CUSTOMER][NEUTRAL] On verification code and I get that. I mean that's.
[CUSTOMER][NEUTRAL] A lot of places are going to the verification code.
[AGENT][NEUTRAL] Just setting that expectation.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I, yeah, it.
[CUSTOMER][NEUTRAL] OK, let's see um.
[CUSTOMER][NEUTRAL] Haven't gotten it yet.
[CUSTOMER][NEUTRAL] No, I should have gotten it by now. I'm gonna send a new code. Let's see.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Uh, the code is incorrect.
[AGENT][NEUTRAL] Oh did you might have got [PII]he first one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh goodness, it might have.
[AGENT][NEUTRAL] Sometimes it takes a minute, yeah.
[AGENT][NEUTRAL] I'm so sorry. I know this has been a bit of a challenge.
[CUSTOMER][POSITIVE] OK, there we, there we go. No, it's OK. I bet, yeah, I bet, yeah, I can absolutely.
[CUSTOMER][NEUTRAL] OK, that should be it.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Um, information.
[CUSTOMER][NEUTRAL] You can receive claim status updates.
[CUSTOMER][POSITIVE] OK, alright, yeah, this is totally new.
[AGENT][NEUTRAL] Yeah it's got the same functionality it's just gonna take a bit to kind of get used to navigating it, you know.
[CUSTOMER][NEUTRAL] My policy OK there we go.
[CUSTOMER][NEUTRAL] To kind of get there. OK, so I see the intensive care.
[CUSTOMER][NEUTRAL] OK, this whole life.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] It says it is active.
[CUSTOMER][NEUTRAL] Now, is that, is there any way for you to tell if that's my, my mom or my dad?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I can get those pulled up and take a look.
[CUSTOMER][NEUTRAL] Um, and then the.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Sure, OK, um, and I'm so sorry and I.
[CUSTOMER][NEUTRAL] And I know I need to.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I know I need to submit a death certificate, so I, I have been taking care of all of their stuff and my mom just passed away on the.
[CUSTOMER][NEUTRAL] The [PII], but I have been filing her claims for her cancer policy is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a death benefit to that? Like do I need to send that in to you guys?
[AGENT][NEUTRAL] We, well, first off we would absolutely need that death certificate, yes, um, and then, you know, depending on how I mean you should be able to do it through the portal. If not you can always um email it to us as well and just reference the um policy number but I can go ahead and get that pulled up um and I'm so sorry I know we've been on the phone for about 10 minutes. What was your name, please?
[CUSTOMER][NEUTRAL] Um, like, as in the death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, it's OK. I don't even think I gave it to you. My name is [PII] S. I'll say I'm a contingent beneficiary on there and I'm also.
[CUSTOMER][NEUTRAL] Um, daughter.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] And have been submitting that for her.
[AGENT][NEUTRAL] Sure, OK, and then before we go any further, can I go ahead and get a good call back number from you please in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] OK, it looks like the policy number for the whole life is 740072.
[AGENT][NEUTRAL] OK, one moment, let's take a look.
[CUSTOMER][NEGATIVE] But I can't click on it.
[AGENT][POSITIVE] OK there we are and I do see you listed awesome um and this was for uh and [PII]?
[CUSTOMER][NEUTRAL] Yeah, well, I'm done the cancer policy was for her and I, I was gonna, I got on today with the hopes of uploading the, um, I just got the death certificate, but then I'm realizing I I didn't realize there was this whole life insurance and I don't know if that's.
[CUSTOMER][NEUTRAL] It says it's active. I don't know if that's on her if that was on my dad. I'm just not really sure it was on her.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] It is for no worries, yes it is for her um and I do see let's see.
[AGENT][NEUTRAL] I see you listed yeah so um that would just be she's the only one who's actually covered.
[CUSTOMER][NEUTRAL] My brother's probably on there as well.
[AGENT][NEUTRAL] I have a lot of people listed as um yeah I've got uh [PII], [PII] and you uh listed on here but that's going to be like beneficiary and such um but this the policy is for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, so my dad passed in [PII].
[CUSTOMER][NEUTRAL] And then it so I guess that would mean it would um my brother and I would be.
[CUSTOMER][NEGATIVE] Beneficiary on that um what do I I'm I guess I need to send in a, it's not showing me anything on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually there's two intensive cares as well. Uh, one has lapsed, OK, and then one is active. OK, so for my, I'm assuming the one that's active was for my mom.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, so I'm able to look at all of [PII]'s policies right now, the ones that she had coverage for and yes, it was the whole life, the cancer and the intensive care, those are the ones that are currently active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, so tell me how I need to go about doing this. Should I just.
[AGENT][NEUTRAL] Sure. So,
[CUSTOMER][NEUTRAL] Upload the uh in the dashboard or should I upload like typically what I've done with the cancer stuff because I've been sending in all of her receipts and everything for her chemo pills, I would just download to that specific cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What I also need to do it for the whole life one?
[AGENT][NEUTRAL] I would
[CUSTOMER][NEUTRAL] And the intensive, like do I do it 3 times?
[AGENT][NEUTRAL] Um, let's see, yeah, I would, um, I mean, well, you may not have to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. I mean, um, so for the intensive care and the cancer, are we simply just wanting to go ahead and get those canceled?
[CUSTOMER][NEUTRAL] Well, I'm I don't know you tell me I guess I'm needing, I'm guess I'm needing to notify y'all. I don't know if there was a death benefit for the cancer policy. I wasn't sure exactly what all that paid.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] And then the intensive care I didn't know that either now she was on a hospice for a week and I have not uploaded anything to intensive care, but I didn't know if that fell under intense. I didn't know if hospice fell underneath intensive care, so and I haven't gotten a bill from them yet, so I'm wondering maybe if I wait on that.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] You absolutely can. So I will tell you just to clear up any kind of, uh, I know it's a lot, it's confusing, um, so firstly if you wanna just go ahead and send us that death certificate, um, reference all of the policies so that we can at least um stop the payments um let me see what mode she's on. I don't know if it's on automatic. I think it is.
[CUSTOMER][NEUTRAL] Can do you know?
[AGENT][NEUTRAL] Like it's a draft payment so we can go ahead and get those stopped right so we can go ahead and get those payments stopped any claim information you can absolutely file them even if the policies uh are terminated there's no timely filing limit or anything like that as long as you know of course the policy was active during the appropriate time that's perfectly fine.
[CUSTOMER][NEUTRAL] It is a draft, yeah.
[AGENT][NEUTRAL] Um, let's take a look here. I am getting, I'm gonna take a look at her cancer policy right quick. May I ask, um, did she have cancer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, she did. She had um metastatic breast cancer.
[AGENT][NEUTRAL] She did. Is that how she passed away?
[CUSTOMER][NEUTRAL] From that
[AGENT][NEUTRAL] OK, so then you will absolutely wanna file some claims with that. I've got let's see oh that's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] So how do I go about that? Like is it, it does the death certificate do that or do I need additional?
[AGENT][NEUTRAL] Well, looks like we.
[AGENT][NEUTRAL] Have you all been, it looks like we have received some claim information recently for her um so have you been filing claims for her treatment and such?
[CUSTOMER][NEUTRAL] Yeah, I, I just.
[CUSTOMER][NEUTRAL] Yeah, I have been for the cancer. Um, yeah, I have been for the can, like I said, that's why I was so confused because I had just put one in about 3 weeks ago when she started the second round of chemo meds and then she passed 2 weeks ago, but actually now it's almost 3. I've, I've been waiting on the death certificates to get in and that's taken me a minute to get those. Um, so I have been filing on the cancer portion.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, right, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] But I didn't know if the cancer portion since she died from cancer, if it paid out.
[AGENT][NEGATIVE] I don't believe it does from.
[CUSTOMER][NEUTRAL] If the cancer policy paid out a death benefit.
[AGENT][NEUTRAL] Right, I do not believe so. I am, I'm looking at it right now though just to be sure, but I don't think so.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. No, it does not have any kind of benefits uh for just the death. Um, it's gonna be all regarding the treatment. Um, and then let me, I'll go ahead and pull up that, uh,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Intensive care one as well just to see if there are most of the time it's just those kinds of policies are pretty clear cut and dry it's intensive care or coronary care you know if it was anything like that and that's what it would pay but um there could very well be additional uh benefits so I will go ahead and get that pulled up as well.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you I really appreciate your help today.
[AGENT][POSITIVE] Oh yeah, definitely.
[AGENT][NEUTRAL] It's a lot.
[CUSTOMER][NEGATIVE] It's a bit overwhelming.
[AGENT][POSITIVE] Yes, it absolutely is.
[AGENT][POSITIVE] Dealing with the death of a loved one is enough, and then on top of it, you've got all of this to sort through. So I am happy to help. Yes.
[CUSTOMER][NEUTRAL] All the paperwork, yeah.
[AGENT][NEUTRAL] Alrighty, bear with me just a moment.
[AGENT][NEUTRAL] Sorry, it's, it is really thinking about it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] It's all good.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK. Daily intensive or coronary care?
[AGENT][NEUTRAL] 1 to 30 days for sickness. OK. Yeah, and so I don't, hospice would not, well, OK, now hang on, there's some more. Sorry, building benefits.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so yeah, this, um, unless she was actually in an intensive care unit or anything like that, uh, then this wouldn't be, um, none of these benefits would apply either, right.
[CUSTOMER][NEUTRAL] Not applicable. OK, OK, OK, well she, we brought her home she was, she was on hospice at the house, OK, so that would not, that would not apply. OK, and then the whole life, tell me about that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's get that pulled up. Give me just a moment.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Effective the benefit amount.
[AGENT][NEUTRAL] $10,000.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] $10,000?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, that is. I think that's all it's stating.
[CUSTOMER][NEUTRAL] Alright, so benefit amount is $10,000 now. Does it have my brother and I listed?
[AGENT][NEUTRAL] Yeah, just
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see um OK I'm sorry um is [PII] your brother?
[CUSTOMER][NEUTRAL] [PII] is my brother, yes.
[AGENT][NEUTRAL] OK, I'm going to give me just a moment.
[AGENT][NEUTRAL] I'm sorry, I saw [PII] as well. I was just assuming so let's see.
[CUSTOMER][NEUTRAL] Yeah, that's my dad. So [PII] is my dad, [PII]'s my mom, and then [PII] and I are the.
[AGENT][NEUTRAL] OK, so I've got [PII].
[CUSTOMER][NEUTRAL] The children.
[AGENT][NEUTRAL] And [PII] as beneficiaries, and you are the contingent beneficiary.
[CUSTOMER][POSITIVE] Contingent OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so does he need to.
[CUSTOMER][NEUTRAL] Call, how does that work? Does he need to call in for that or since my dad's gone, does that then go to.
[CUSTOMER][NEUTRAL] [PII] and myself, or how does that work?
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] That's perfectly fine. So what I would do is, um, especially if you could get with [PII], that would be great, but just go ahead and send us that death certificate first and then if you know he can email us or anything like that, um, we would probably need record of [PII]'s passing away as well if that has did you send that to us already in the past?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I don't think that I did, but I can. I've got it, so I can send it to you.
[AGENT][NEUTRAL] I would for good measure. I would just for good measure just to kind of avoid any other um feature if if that does come up, yes, and so once we get that death certificate how the life policies typically work is um one of our uh claim specialists will reach out.
[CUSTOMER][NEUTRAL] OK, trouble, OK.
[AGENT][NEUTRAL] Um, and to go over that entire process with you and you know how what to send, um, where we should send information and things like that. So if you might be easier, um, if you could send us an email with the death certificates and then of course reference this policy number and then in the body you know you can put your contact information and [PII]'s contact information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, what's the best email address?
[AGENT][NEUTRAL] OK that is [PII].
[AGENT][NEUTRAL] So [PII] M.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, [PII], and then [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so I need the email and I need to send both death death certificates.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] I don't think that's necessary. I do actually, you know, I'm not even showing like [PII] is listed.
[CUSTOMER][NEUTRAL] And I need to send.
[AGENT][NEUTRAL] But it shows that he's lapsed, so I wonder if we might already have gotten that information.
[CUSTOMER][NEUTRAL] You may, you may already have it, so he, he sold American Public like he was an agent, he sold and he, I think he started all of it, yeah, he started all of this for all of us, and he passed in [PII], he passed in [PII] and that's why I was thinking that that it that first intensive care that's lapped I think was his and then.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] These others have been on auto draft the whole life, the cancer, and then her intensive care.
[AGENT][NEUTRAL] Right, and well,
[AGENT][NEUTRAL] Yes, and I do see on the intensive care, she was the only one listed, but under the cancer he was listed, but he was also, he's lapsed as well. So I don't think you need to send that actually. It looks like he's not active on anything.
[CUSTOMER][NEUTRAL] OK, so I just need to send her death certificate.
[AGENT][NEUTRAL] Yeah, that should be fine.
[CUSTOMER][NEUTRAL] OK, and what I may do is I may, I may CC my brother in on that, um, as well when I, when I send it. OK, do I need to put your name in there or do I just send it? OK, tell me your name.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] [PII] A. I'm no, you don't have to. I'm just a, I'm just a cog in the system. I surface level. I don't, um, I'll provide information and such, but I'm not the one who's actually gonna be doing anything.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK alright.
[CUSTOMER][POSITIVE] Well you have been great. I really really appreciate it thank you for getting me into the, into the portal and I will um.
[AGENT][POSITIVE] I'm happy to help. Yeah.
[AGENT][POSITIVE] Definitely.
[CUSTOMER][POSITIVE] I'll I'll send an email and I'll reference these policies and we'll kinda go from there so thank you so much I really appreciate it.
[AGENT][POSITIVE] Sounds good. You are very welcome. They should be in touch with you uh shortly after receiving that. Well, I hope you have a great rest of your day [PII] thank you.
[CUSTOMER][POSITIVE] Thank you you as well thanks so much alright bye bye.
[AGENT][NEUTRAL] All right bye bye.