AccountId: 011433970860
ContactId: e5b229fd-8210-4f1f-aa1e-f357cd7015d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1188400 ms
Total Talk Time (AGENT): 577218 ms
Total Talk Time (CUSTOMER): 537513 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e5b229fd-8210-4f1f-aa1e-f357cd7015d5_20250205T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I have the amount taken out of my checking account each month, but I cannot find my card and I have a dental appointment tomorrow. Is there any way I can see about getting my uh account number and whatever else they might need?
[AGENT][POSITIVE] Yes ma'am I can help you with that um can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Yes, [PII], I don't know how y'all have it listed, OK? I think it used to be [PII] and now it's [PII] I don't even know if y'all, if it changed when I got married, but it was [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I think it's been [PII] since I've gotten it.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, all right, Ms. [PII] and then what is your callback number just in case our call gets disconnected I'll be able to call you back.
[CUSTOMER][POSITIVE] Awesome, yes, awesome. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then do you know your policy number?
[CUSTOMER][NEGATIVE] No, ma'am. I don't. That's, that's my problem. I don't, I don't have anything. I can't find my card. I cleaned up the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] What can I say? I cleaned up and now I can't find anything. Nothing.
[AGENT][POSITIVE] It makes sense, it makes perfect sense.
[CUSTOMER][NEUTRAL] Oh yeah, for sure. I, I put it where I could find it and now I can't find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] It's right where, it's right where you left it, right?
[CUSTOMER][POSITIVE] Oh yeah, for sure.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your uh social security number and that'll pull in your policy for us.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Cause I pay it to American Public Life every month and I've been paying it for years.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I've got you. I think I got you pulled up right here.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] So I need you to kind of tell me to what, what are my benefits? I don't know what my benefits are.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. Um, I, what I'm going to do, let me, let me get everything pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're gonna.
[CUSTOMER][POSITIVE] You're so sweet. Thank you, because I had no clue what to even do.
[AGENT][POSITIVE] Oh, bless your heart. Well, we'll make, we'll make sure we have, we'll have answers for you, for sure. Um.
[CUSTOMER][POSITIVE] Thank you. And I'm, and I'm [PII], so I have been retired for a while.
[AGENT][NEUTRAL] OK, OK. All right, Ms. [PII], I'll need for you to verify your policy though for security reasons, can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]. Like I said, I'm [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Yes ma'am, and then what is your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, I'm assuming the policy still has the same email I guess [PII].
[AGENT][NEUTRAL] Um, actually, I don't have one for you, so would you like for me to make it that for you?
[CUSTOMER][NEUTRAL] Please, yes. I got to keep my I got to keep my email at LSU because I retired from LSU.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so let me um let me get where I can add that in for you.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] OK. Let me.
[AGENT][NEUTRAL] OK, let me see if I can.
[AGENT][NEUTRAL] It's giving me fits for a minute. Let me, I'm gonna write it down so I can go back in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I totally get. I mean, I, I get what you're saying about the technology, yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. It, it, the computer sometimes just sits there and spins it won't let me do a darn thing and it's always when I'm.
[CUSTOMER][POSITIVE] Oh, don't you just love that little circle?
[AGENT][NEUTRAL] Yeah, and it's always.
[CUSTOMER][NEUTRAL] My husband said that's a little worm circling.
[AGENT][POSITIVE] Yeah, and it's always when you're on the phone and you need it to act right, it's gonna get it some.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mind of its own.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I've got it to where it'll let me go back in and try to add this email address for you.
[CUSTOMER][NEUTRAL] And I shouldn't have to move quickly, but in case I do, I'm babysitting my my son's boxer dog today. She had leg surgery. She had leg surgery yesterday. So if I have to get up and just, you know, make sure she doesn't bite at it, just bear with me for a minute. I don't think I will. She's been good all day.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But if I holler, I'll be right back. Give me a second. You'll know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I've got that added in for you now. OK, and, and then the address that we have for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be [PII], it should be [PII].
[AGENT][NEUTRAL] OK, and then the phone.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The phone number I am showing is the same phone number that you gave me in case um we get disconnected I can call you back. OK.
[CUSTOMER][NEUTRAL] Right. That's the number I've had for years. Yup.
[AGENT][NEUTRAL] OK, yes ma'am, and let me see if this email address took.
[AGENT][NEUTRAL] Gosh, dog, it did not. Let me try it again.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] I'm trying, I'm trying to set this up for you mainly because we have um an online service center now and it is actually a direct portal to your policy so like you can get your your policy certificate on there you can get your um the card, you can file claims and which is all um pretty cool to me that you can, you can do all that in one spot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Well, yeah.
[CUSTOMER][POSITIVE] For sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wanna make sure that it takes though, so.
[CUSTOMER][NEUTRAL] Well, I'm not doing anything else except watching the dogs, so go ahead. It's no problem.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEGATIVE] I'm at their house, so I can't even clean up at my house. I can't even look for my card at my house.
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Well, you
[AGENT][NEGATIVE] You're being dogma. Instead of grandma, you're being dogma.
[CUSTOMER][POSITIVE] For sure.
[AGENT][NEUTRAL] OK, I've got it, uh-huh.
[CUSTOMER][MIXED] And you know what? One thing, one thing, I was very upset that the lady at the bank couldn't give me y'all's phone number. And now I'm glad that she couldn't because I got to talk to you and we're gonna get all this stuff straight.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, we are absolutely.
[CUSTOMER][POSITIVE] This is awesome. OK, do you need me to give it to you again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am, I've got it. I just, I just wanna make sure that I've got it in there and I got it to stick this time too, so it's [PII] [PII].
[CUSTOMER][NEUTRAL] Or did you, OK.
[CUSTOMER][NEUTRAL] Yes, do you wanna send me a little test thing to make sure or not?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, it's, it's in there. I, I can tell that it's stuck this time.
[CUSTOMER][POSITIVE] OK, good. All right. OK.
[AGENT][NEUTRAL] OK, so we have an online service center. Let me give you that website to go to.
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] It's secured, [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And when you go in there the first time.
[CUSTOMER][NEUTRAL] OK, hold on, hold on. I've got, hold on, I've got secured. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, go ahead. First time do what?
[AGENT][NEUTRAL] When you go in, when you go in as the first time you're gonna sign up as a new user.
[AGENT][NEUTRAL] And you're gonna choose the second option is going to be, I'm an individual with a policy.
[AGENT][NEUTRAL] And then the rest of it
[CUSTOMER][NEUTRAL] Second option.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Individual with policy got it OK.
[AGENT][NEUTRAL] Yes, the rest of it's just going to be your username that you choose and your password and it'll get you in, but in the meantime I'm going to email you a copy of your card so that you have it when you go tomorrow, OK?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Thank you. Because it's at [PII]. I can't even wait till later to call y'all.
[AGENT][NEUTRAL] That's fine, that's fine. We're open at [PII]. We take calls at [PII].
[CUSTOMER][NEUTRAL] Oh, I didn't know that.
[AGENT][NEUTRAL] Yes, ma'am. Um, we're in [PII].
[CUSTOMER][NEUTRAL] Where are y'all though? Where are y'all?
[CUSTOMER][NEUTRAL] Oh good then you're my same uh my same uh area code, yeah, I mean, uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Time zone.
[CUSTOMER][NEUTRAL] Uh, time zone, yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I kept thinking zip code, uh area code.
[AGENT][NEUTRAL] It's all the codes, but the one that you wanted to say, but that's OK because I knew exactly what you were trying to say.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, so, um, in the meantime, like I said, I'm gonna go ahead and email you a copy of your card so that you have it for tomorrow and then I'm also going to um order a card to be mailed to you at your home address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way you have it.
[AGENT][NEUTRAL] For future use if you need it. And then let me give you.
[CUSTOMER][NEUTRAL] OK. So what?
[CUSTOMER][NEUTRAL] Yeah, I was gonna say what do I give them tomorrow?
[AGENT][NEUTRAL] Tomorrow, um, let's give them your policy number. Let me give that to you.
[CUSTOMER][NEUTRAL] OK, will that be on my American Public Life card?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, because I'm planning on just having it ready to show it to.
[AGENT][NEUTRAL] Right, right, I'm going to um let me look and find your card for you real quick and we're gonna email it over.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It's gonna be just a second while I look it up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And of course it needs to be downloaded I'm looking at it now and it's not downloaded so I'm gonna have to download it overnight I'm sorry it's not where I can get it and send it to you.
[CUSTOMER][NEUTRAL] OK, then, OK, then go ahead and give me my, uh, what about this? Is there any way you can take a picture of it and text it to me?
[AGENT][NEUTRAL] No, see, that's the thing is I have to download it into the computer system to process overnight to get that picture for you, um.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][NEUTRAL] All right, can you go ahead and at least give me my account number then to where they can, uh, in fact, I think, let me ask you this, can I go ahead and call them and give them this account number so they can go ahead and pull it, you know, get it OK today?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Um,
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] It is 613-676.
[CUSTOMER][NEUTRAL] OK. 613-676.
[AGENT][NEUTRAL] And they're gonna want your
[AGENT][NEUTRAL] Yes, and they're gonna want your group number is LA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0202.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your group name is East Baton Rouge Parish School.
[CUSTOMER][NEUTRAL] The whole thing written out?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] East Baton Rouge Parish School.
[AGENT][NEUTRAL] Parish school, yes.
[CUSTOMER][NEUTRAL] School or school?
[AGENT][NEUTRAL] Just school.
[CUSTOMER][NEUTRAL] OK, got it. And that is what?
[AGENT][NEUTRAL] That is the group name.
[CUSTOMER][NEUTRAL] Group name, OK.
[AGENT][NEUTRAL] That goes with your, with, and it goes with your group number LA 0202.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Got it. OK, what else?
[AGENT][NEUTRAL] If, if you give them the same number that you called, they can call and verify your benefits with us.
[CUSTOMER][NEUTRAL] OK, what, what number did I call? Can you please tell me? Or do you know?
[AGENT][NEUTRAL] Let, I'm not sure because I'm in a queue, but let me give you a phone number.
[CUSTOMER][NEUTRAL] OK, wait, look, I was trying to see if I could see, but I don't even see it. um.
[CUSTOMER][NEGATIVE] I hate when it throws it over, and they've got this new thing and it says voicemail. I don't want voicemail.
[CUSTOMER][NEUTRAL] Anyway, go ahead, I'm sorry, I can't get it.
[AGENT][NEUTRAL] OK. OK. Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You know what? that's several numbers down. That's why it didn't, I guess, pull it up, OK.
[CUSTOMER][NEUTRAL] I don't know. OK, I've got it on here now that you know, but it's 2 numbers, it's 3rd number down, so I don't know why, but anyway, OK, well, I'm gonna call those people up and tell them to call y'all.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you can also tell them this, um, that we will send them a fax back with your complete benefit breakdown.
[CUSTOMER][NEUTRAL] Send them
[CUSTOMER][POSITIVE] A thanks back.
[CUSTOMER][POSITIVE] With complete breakdown.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I am, my name is [PII]
[CUSTOMER][NEUTRAL] What is your name?
[CUSTOMER][POSITIVE] OK. You know what, I'm a retired teacher, obviously, because he's Baton Rouge Parish School. I never make complaints because it doesn't do any good, does it? You complain about something, nothing happens. But when people go above and beyond to help me, I always ask to speak to a supervisor so that I can let them know what a great job y'all did. Do you have a supervisor?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] I do have a supervisor and you're so sweet. Thank you. Um her name is uh [PII]
[AGENT][NEUTRAL] And she's out of our [PII] office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have an email address if you wanted to email her uh now it's a general email and it'll get to her through our email team.
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][NEUTRAL] But the email address is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] You've just humbled me so much. Thank you. That's very sweet of you. Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's all I need to do?
[CUSTOMER][NEUTRAL] OK, well, whoa, whoa, I don't, I, I need your last name too then if I'm gonna send it to her [PII] what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, the, the, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's fine. I got.
[AGENT][NEUTRAL] There there's two [PII], an [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. And you know, usually I don't even ask for last names because I know y'all don't like to give them, but if she's in a different email thing, I just wanna make sure she gets your name right, you know, so.
[AGENT][NEUTRAL] It, yeah, well, my last name, my full last name is [PII].
[CUSTOMER][POSITIVE] Oh, that's a beautiful name.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It sounds like a ballet, doesn't it?
[AGENT][NEGATIVE] I don't know, it's hard, it was hard to learn how to spell when I was in kindergarten.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] I don't remember that much.
[CUSTOMER][POSITIVE] I bet. I bet. OK. Well, I'm going to let her know what a great job you did. You're, I mean, I, I called you up with nothing, nothing. I didn't even know what to do. I didn't even know for sure if I had the right phone number and you just pulled it all up. I'm so thankful.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you. Well, you're very welcome. I'm, and like I said, I'm gonna um get that so it'll pop up for you overnight and then I'm gonna go back in. I'm gonna put a note on here for tomorrow for me to um order a card to be mailed to your home address so that you have that.
[CUSTOMER][POSITIVE] Thank you so much. And you know, I don't know how you feel about this, but [PII] is so good and he puts good people in our past. He puts good people in our past every day, you know that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I do, and I do love the Lord.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I do too, and I try to, I try to spread it as much as I can without getting somebody upset with me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But I figured just saying that can't, can't get people upset.
[AGENT][POSITIVE] No, it doesn't. It doesn't upset me, not one bit. I'll talk all day about Jesus with you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Oh, I'm so glad.
[CUSTOMER][POSITIVE] Oh, you and me both. He is so good. I teach Sunday school. And I have got, I've got, oh, do you? OK. So I, we, I live in a little rural area and we don't have many people. We've got like [PII] or 40 who even come to church each Sun each Sunday, OK. So I've got, usually, I've got a little [PII] and then um an [PII], uh.
[AGENT][NEUTRAL] I do too.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A [PII] and a [PII] or [PII]. Those are the 34 kids I have at my Sunday school class, or in my Sunday school class. OK, so right now, we are learning the books of the Bible. And I want you to know the 3 older boys, they have actually learned 25 of them so far. The [PII] has got 20 of them so far.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh wow. That is awesome.
[CUSTOMER][POSITIVE] And she was a Saint Jude, yeah, she was a Saint Jude child two years ago. And the grandma said they almost lost her. Her, her name is [PII]. So if you would say a prayer that she continues to stay cancer-free, that would be awesome.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Absolutely, I will, and I'm writing it down right now for [PII]. OK, I sure will.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, you, in fact, you can put [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] She's [PII] old, yup. And they just went and got her cancer checkup a month or so ago and it was all clear. I'm like, yes, thank you, [PII].
[AGENT][POSITIVE] Oh, that is such a blessing, such a blessing, answered prayers, yes.
[CUSTOMER][POSITIVE] Thank you, [PII]. That's right.
[CUSTOMER][POSITIVE] Oh yes, for sure. Well, it has been.
[AGENT][POSITIVE] He's a miracle working God.
[CUSTOMER][POSITIVE] Oh, I agree. And it has been so nice talking to you.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Oh, thank you, Ms. [PII]. Thank you. I've enjoyed it too. I've had a good time on the phone with you today.
[CUSTOMER][POSITIVE] So nice.
[CUSTOMER][POSITIVE] I'm so glad, you know, God, God makes it to where we can enjoy our jobs.
[AGENT][POSITIVE] Yes, yes, ma'am. He sure does.
[CUSTOMER][POSITIVE] OK. Well, thank you so much and I'm gonna, I'm gonna send [PII] that email.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I appreciate you. Thank you so much and you have a blessed rest of your day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, indeed.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You have a, yes, and you have a blessed weekend.
[AGENT][POSITIVE] Yes, ma'am. Thank you, I will.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] OK. Bye-bye, Ms. [PII].