AccountId: 011433970860
ContactId: e789c899-833d-4591-ba29-1c2df0e87b56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1181780 ms
Total Talk Time (AGENT): 732178 ms
Total Talk Time (CUSTOMER): 389082 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e789c899-833d-4591-ba29-1c2df0e87b56_20250203T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hi, [PII], it's [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Hey, I've got an insured on the phone. Her policy number, well, the one she gave me was 9897567.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am I have pulled up policy number 433097.
[CUSTOMER][NEUTRAL] She called
[AGENT][NEUTRAL] Wait a minute, is that the same thing?
[CUSTOMER][NEUTRAL] Yeah she called um.
[AGENT][NEUTRAL] OK, wait.
[CUSTOMER][NEUTRAL] Mhm. Go ahead.
[AGENT][NEUTRAL] OK, hold on one second. Let me, let me, let me pull this up real quick, OK? 989-7567 and make sure I got it right.
[CUSTOMER][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so let me, it's, I.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] I know, I, I know she's on the phone.
[AGENT][NEGATIVE] Uh, my fingers are not.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I got to slow down. 9897567.
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] Yes, she is calling because part one has passed away. She's already sent in his death certificate she said he's already been taken off the policy. I told her that I see that the last payment date for her policies she wants to continue them, was in May and she said I wanna pay over the phone, so I am transferring her to to you guys to assist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, oh, OK. What other policy number did you say, [PII]?
[CUSTOMER][NEUTRAL] 433097.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and both of them are.
[AGENT][NEUTRAL] Or lapsed since May.
[CUSTOMER][NEUTRAL] Laps. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you can transfer. Thank you. OK, bye.
[CUSTOMER][NEUTRAL] OK. Thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] I'm fine. I'm fine. Um, I was calling the, the, yeah, I wanted to, I was on a family cancer policy with my husband who is now deceased.
[AGENT][POSITIVE] Good. Great.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I have sent in the death certificate and all that for his stuff, um but um I needed to uh continue mine and also I had another policy through you all for something like extended care or something but I did receive paperwork from [PII], but she's got 3 different policy numbers so I don't know what the other one is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. OK, Ms. [PII]. Hold on just a moment. Let me take a look and I can help you, OK? OK, so let me, I'm gonna have to look at something real quick, OK? When did you receive something from [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, it was the last week of November.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] 24.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm just gonna take a look at some notes, Miss [PII], if you don't mind. OK.
[CUSTOMER][NEUTRAL] All right. No, that's fine.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] OK, I do show she sent you a letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that letter up real quick if, if that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I just got to get all my ducks in a row, so I'll know what's going on.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I see the letter that that was mailed um out on [PII]. It was dated [PII], um, and it said um that you may continue your coverage on direct pay is that what you're wanting to do?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, but I didn't know I had 3 policies that what I, it doesn't tell me what the policies are for. It just gives me policy numbers.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So I don't know whether what to extend because I don't know what they are.
[AGENT][NEUTRAL] Yeah, I see what you're saying. OK, so.
[AGENT][NEUTRAL] Looks like you had.
[CUSTOMER][NEUTRAL] Do you want me to give you the numbers?
[AGENT][POSITIVE] Yeah, I've got them. I've got them now. I'm sorry. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like you had a a heart disease policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me take a look at it because I didn't pull, I didn't pull a letter up on that one.
[AGENT][NEUTRAL] OK, so let me see what I pulled what this letter is actually for.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Yeah, because we have reference numbers and those old we have some old policy numbers um that we used to use back in the day.
[CUSTOMER][NEUTRAL] Yeah, I know they would.
[AGENT][NEUTRAL] And then they switched them over to um just regular numbers without the letters in them. So you have what we call a C200 policy, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That was that letter.
[AGENT][NEUTRAL] That says RE policy 997567.
[CUSTOMER][NEUTRAL] OK, and that is what did you call it? It's a uh.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] It, it looks like a cancer policy. Mhm. Yeah, it's a um.
[CUSTOMER][NEUTRAL] OK. Cancer policy.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, it's an old cancer policy. Uh-huh. And then did you get another letter? Yes, ma'am, it was.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, very old, probably.
[AGENT][NEUTRAL] It was issued back in [PII].
[CUSTOMER][NEUTRAL] Yeah, and then I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and then, um, I, I'll give you the other policy number is 9VE Violin Edward 4940.
[AGENT][NEUTRAL] 4940. I think that might
[AGENT][NEUTRAL] Be that um heart disease policy, but let me just pull that one up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9 A 9 V E.
[AGENT][NEUTRAL] 4940. OK.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] That's hard
[AGENT][NEUTRAL] Yes, that was a heart, a heart, heart attack, um, stroke policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the last one is 00770407.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. And I just realized who you are.
[CUSTOMER][NEUTRAL] You did. I
[AGENT][NEUTRAL] I do. I realized that you, um,
[AGENT][NEUTRAL] We, uh, mass marking, well, Mr. [PII], and your son is [PII]?
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] Yeah, and [PII]. I also.
[AGENT][POSITIVE] OK, well, I'm familiar with [PII] because I've been working at APL since [PII] and back then MGM was there, Mass marketing was very strong with us back then. Yes, OK, well, good to talk to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good to talk to you too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. OK, you said 007704.
[CUSTOMER][NEUTRAL] 07.
[AGENT][NEUTRAL] 07, my pen quit writing on me. I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, I'm writing all this down, so hold on.
[AGENT][NEUTRAL] Yes, ma'am. You might be familiar with [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, she, she used to be my, my um manager mhm and now [PII] is my manager. You might be familiar with [PII], I'm not sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I don't know anyone there anymore.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No more. Yeah, just share it because she's old school, um.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And and she, you probably seen her on some of the trips that y'all used to go on with APL probably uh huh yep, um, now this one, Ms. [PII] is an intensive care on you and it is still active.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] It's never termed. Uh-huh. So,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well, do I owe anything on it at this point? What I'm going, what I'm going to do is have you add up to 3 policies and then I'm just gonna give you a credit card for all 3.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK well now what's gonna have to happen is um since the policies are since those policies are now this one is still this um intensive care [PII] is still being taken out of payroll deduction it is fine. It is paid up to 2105, I mean 21 of 2025 it's still being taken out of Mass group marketing um as payroll.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for some, somehow, because.
[CUSTOMER][NEUTRAL] OK, yeah, now how does that work? How does that work? Because there's no mass group marketing anymore.
[AGENT][NEUTRAL] Well, let me take a look and see. So [PII], this was just on you, um, that was taken out in [PII]. Now [PII] on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, mhm.
[CUSTOMER][NEUTRAL] OK, well, see, mass marketing no longer exists. [PII] sold the company.
[AGENT][NEUTRAL] Well, let me just see what's going on here.
[AGENT][NEUTRAL] Well it is still an active payroll group I think we left it active um because somebody is still sending in.
[AGENT][POSITIVE] Premium on it.
[CUSTOMER][NEUTRAL] Yeah, well, we're getting, we're getting commission checks from someone. I just don't know who.
[AGENT][POSITIVE] Mhm. I think they kept it active for you and [PII] and [PII].
[AGENT][NEUTRAL] Contours [PII].
[AGENT][NEUTRAL] Y'all are still on there and they're still paying it every month.
[CUSTOMER][NEUTRAL] So she's getting
[CUSTOMER][NEUTRAL] OK, so what are we, what are those checks for?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so Mass Group Marketing is still, we're still billing, um, and we're sending it to [PII]. He's getting the bills and he's paying them, and it's you, you have a policy on there just for you, [PII], what never on there that was established in [PII], just you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII], you know, [PII], and there's a, there's a couple policies for [PII] on there, so he's getting those bills and he's paying them still. So that this policy is fine, this um intensive care. So we just got to worry about the other ones.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so [PII], but see, uh, I, I should pay my own now.
[AGENT][NEUTRAL] OK, OK, well, um.
[CUSTOMER][NEUTRAL] [PII] what, what
[CUSTOMER][NEGATIVE] See, there's no company anymore, so [PII] won't be paying mine. He'll be paying, so he's paying for a policy for Bambi also?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh yeah, she's on here. Mhm.
[CUSTOMER][NEUTRAL] OK, that surprises me.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, he, it's being paid by somebody there, um, but it, it, they go to, let's see, attention [PII], contact is [PII]. hm, he might have just wanted to keep that, you know, in force and not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEGATIVE] Well, I'll, yeah, I'll take over payment on whatever he's paying so he doesn't need to bec[PII] that's, that's really not fair. He's, I mean the company doesn't even exist anymore, so he's paying out of his pocket.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So if you could uh get the amount of money for each one of these policies.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] And let me know and then I'll give you a credit card number for the 3 of them.
[AGENT][NEUTRAL] OK, well let me see what we're gonna have to do. We can't just take a credit card over the phone without the policies being reactivated, so let, so let me check that and see what's going on with those ones that are they're already termed, OK? um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So let me just take a look at that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it was OK. So what you're gonna have to do, Miss [PII], is see [PII] sent you that letter and are those letters. Did she send a bank draft like an EFT form with it?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Electronic funds transfer.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we're gonna need that, OK? And so the, what we could do is we don't have to do a credit card over the phone today because we can't do it unless it's the policies are active. It won't work unless the policies are active. Mhm so we.
[CUSTOMER][NEUTRAL] OK, well, it's, uh, yeah.
[CUSTOMER][NEUTRAL] Well, could we do them for all 3? She's only sent me transfer, uh, electronic funds transfer. I've only got 2 of them here.
[AGENT][NEUTRAL] Or 2. Yes, ma'am. You can put that intensive care on there too if you want to, if you put it on bank draft, EFT. Mhm.
[CUSTOMER][NEUTRAL] Well, I, I can.
[CUSTOMER][NEUTRAL] OK, alright, so I'll be taking over the billing that I don't want it to go to [PII] anymore.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's fine. Um, that, that is not a problem. Now, let me tell you, you'll need to fill out that EFT form.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I will give you the total. You can either write a check and send it to us in the EFT form.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] To get you caught up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, um.
[CUSTOMER][NEUTRAL] Alright, so I'll send a check for what, what's the difference? What am I sending a check for the payment or what's the electronic transfer for? I'd rather do.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. Now, you can.
[AGENT][NEUTRAL] You can, OK.
[CUSTOMER][NEUTRAL] I'd rather do do a check.
[AGENT][NEUTRAL] OK, you could choose one of the following methods. You can do annual send my annual.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Or monthly bank draft, which is the EFT you can just send in the EFT form and we can draft you current.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When we get it for those missing um months.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, or you can send it all in a check and be done with it for the year. It's just however you decide to do it.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm gonna send in a check for the whole thing, the back, the back press the front front payment, and then so I'm taking over all three policies. [PII] won't be doing it anymore, and then, um, I'll just send in a check for that amount if it's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's fine. OK, so on the, um, that first one, which is the, the, let's go over the first one, the cancer, the 897567.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, OK, so she told you on there that if you, if you wanna send an annual premium, that's 201, she gave you that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 201.
[AGENT][NEUTRAL] OK. Uh-huh. That's for the annual. OK. And then the next one she gave you was that VE.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4940.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see what that one said.
[CUSTOMER][NEUTRAL] No, uh, [PII] isn't there anymore, is she?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] No. No, ma'am.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She ain't. OK. Let me pull up this letter for this other one here.
[CUSTOMER][NEUTRAL] OK, and that's for the heart.
[AGENT][NEUTRAL] Give me just a second. Yeah, I'm gonna pull that one up so I can look at it with you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 958 6.
[AGENT][NEUTRAL] OK, almost there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so she said on that one, you may send in an annual premium for 1,509,960.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, and so then you wanted to change that intensive care that [PII]'s that was been on Mass Group Marketing's group number all this time that is $9 a month, OK? So if we, so if you wanna go ahead and pay it, um, that would be starting [PII], that was when the premium was due.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um, so that'd be $9 times 12, that's a year, it'd be $108 for that one for the year.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And what was that amount? 80?
[AGENT][NEUTRAL] $108.
[CUSTOMER][MIXED] OK. The phone's kind of cutting out. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I'm sorry
[CUSTOMER][POSITIVE] Alright, so I've got those 3 amounts, so that'll catch me up and I'll be paid off and have 3 new policies in my name.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. You will.
[CUSTOMER][NEUTRAL] OK, so that I just total those up and send in a check, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. That is correct for our annual premium. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, and what, what to what address do I send that to, please?
[AGENT][NEUTRAL] Well, that is important too. Let's take a look at that.
[AGENT][NEUTRAL] Alright, so, um, we moved, so the new address is, of course, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII], [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, and you can attention it to [PII], she'll be working with you on it.
[CUSTOMER][NEUTRAL] Alright, and then I'm all caught up and then they'll send me the paperwork that goes with it, right?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh, yeah, well, you'll, you, they'll just apply the premium and reactivate your, your other policies that had been termed.
[CUSTOMER][POSITIVE] OK, I appreciate that so much, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it. Thanks.
[AGENT][POSITIVE] OK, you're welcome. Have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.