AccountId: 011433970860
ContactId: f10fbce1-91c6-4e7a-90b3-c26be54c6335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2283489 ms
Total Talk Time (AGENT): 617600 ms
Total Talk Time (CUSTOMER): 586772 ms
Interruptions: 15
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f10fbce1-91c6-4e7a-90b3-c26be54c6335_20250424T18:41_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from providers billing office. How are you doing today?
[AGENT][NEUTRAL] I'm fine. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the last initial [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm looking for the claim status. Can I please help you out with that?
[AGENT][NEUTRAL] OK, you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Well yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And how many coins only do you have status on?
[CUSTOMER][NEGATIVE] Oh sorry, I didn't get you.
[AGENT][NEUTRAL] How many claims do you have to check status on?
[CUSTOMER][NEUTRAL] Uh, I do have 6 clients.
[AGENT][NEUTRAL] OK. Are they for 6 different patients?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you have 1 claim each for 6 patients. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, exactly.
[AGENT][NEUTRAL] OK, so I can help you with that, [PII]. You use my name along with today's date as each call.
[CUSTOMER][NEUTRAL] OK, can I have your name please?
[AGENT][NEUTRAL] Reference number. Again, my name is [PII].
[AGENT][NEUTRAL] Yes, ma'am, I just gave it to you, [PII].
[AGENT][NEUTRAL] And the first initial to my last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The first letter is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][NEUTRAL] Yes ma'am, and you will, and any information that I provide for you today, [PII] will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And lastly, if we do have the claims on file.
[AGENT][NEUTRAL] And you need a copy of the explanation of benefits claim number you will need to print them from our portal.
[AGENT][NEUTRAL] By going to secured. A.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK. Oh yes.
[CUSTOMER][NEUTRAL] I do have the portal but uh I.
[AGENT][NEUTRAL] Alright, and what is the first patients?
[AGENT][NEUTRAL] Yes, ma'am. So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What were you going to say about the portal?
[CUSTOMER][NEUTRAL] I do have to put uh
[CUSTOMER][NEUTRAL] Yes, uh, I don't find the patient Hill.
[CUSTOMER][NEUTRAL] Like, uh, there is no claim on file as stating.
[AGENT][NEUTRAL] OK, so you're just wanting to verify that there's no claim on file?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you. And what is the first patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the patients.
[CUSTOMER][NEUTRAL] Policy number is 02473108 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information that I, again, as well, I've already given you that. So, OK, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, the member's name is.
[CUSTOMER][NEUTRAL] [PII], the date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Date of service and total bill amount for her place.
[CUSTOMER][NEUTRAL] Yes, so the service is [PII] with the bell on $277 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received. The received date is [PII].
[AGENT][NEGATIVE] It was processed and denied on [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] My number is 357-073.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh sorry, can I, can I get the claim number again?
[AGENT][NEUTRAL] Again, the claim number is 3357-0773.
[CUSTOMER][NEUTRAL] Yes, it's 357-077-3, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] And the reason for the denial is that office visits are not covered under this policy.
[AGENT][NEUTRAL] The member's plan does not and with that claim number you should be able to pull up that explanation of benefits.
[CUSTOMER][NEUTRAL] Oh, I see. Oh yes.
[CUSTOMER][POSITIVE] OK, thank you so much for that. I do see the claim on file for this patient.
[CUSTOMER][NEUTRAL] In the hotel, oh.
[CUSTOMER][NEUTRAL] Oh, it's claim number necessary?
[AGENT][NEUTRAL] Is there anything else you need?
[AGENT][NEGATIVE] It should not be if all of the other information is matching.
[AGENT][MIXED] But sometimes people do have problems pulling it up without the claim number, but once they have the claim number, [PII], they can easily pull it up.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][NEGATIVE] Yes, uh, it got denied as a patient plan card does not cover.
[CUSTOMER][NEUTRAL] ENM services, right?
[AGENT][NEUTRAL] Page 2 has the uh remark code.
[CUSTOMER][NEGATIVE] Uh sorry, I did not get you.
[AGENT][NEGATIVE] Page 2 of the explanation of benefits gives the denial remark.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you need any other information on this number?
[CUSTOMER][POSITIVE] Oh yes, no, that's it thank you so much for that.
[CUSTOMER][NEUTRAL] Please give me a moment. I'm noting it out.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you can let me know when you're ready to go to the next.
[AGENT][NEUTRAL] Member policy number.
[CUSTOMER][NEUTRAL] Oh yes, uh.
[CUSTOMER][NEUTRAL] Uh yes. Is it the patient responsibility?
[AGENT][NEUTRAL] We do not determine patient responsibility. It is up to the provider.
[CUSTOMER][POSITIVE] Oh yes, thank you so much for that. Uh yes. Should I proceed with that number?
[AGENT][NEUTRAL] Yes ma'am, what is the next policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the policy number starts with 01699452. M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, uh, the patient's name is [PII]bbit, Robert. It's, and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, data service and total bill amount.
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII] with the bill amount $933 even.
[AGENT][NEUTRAL] That was 213 of 2025 for $933. Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh, it's 20 sorry, it's 02132025.
[AGENT][NEUTRAL] Yes ma'am, that is what I have. OK. Now this policy, OK, let me see if the claim was received, but this policy wasn't active for that data service. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we did not receive a claim on this policy for that data service. This policy wasn't, this policy termed 412024.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] So you have an old policy number?
[AGENT][NEUTRAL] There's a different policy number that is currently active for this number.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So just one moment for me to provide that information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ah, do we get in the portal?
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Uh, do we get eligibility in the portal like a patient is uh active or not in the portal? Can we see, OK.
[AGENT][NEUTRAL] No, ma'am. Mm.
[AGENT][NEUTRAL] Mm, no, ma'am.
[AGENT][NEUTRAL] That's only for claim status.
[AGENT][NEUTRAL] OK, so the correct policy number that you, yes, and the correct policy number that you should have for this number.
[CUSTOMER][POSITIVE] Uh, oh yes, thank you so much.
[AGENT][NEUTRAL] It's 247.
[AGENT][NEUTRAL] 3003.
[AGENT][NEUTRAL] And the policy's effective date is [PII].
[AGENT][NEUTRAL] And let me check this policy to see if the claim was received under the correct information, process under the correct policy number. One moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I do not see a claim on file for this number for that data service and that total bill amount.
[CUSTOMER][NEUTRAL] OK. Oh sorry for that. Can I have uh the member ID again?
[AGENT][NEUTRAL] 02473003
[AGENT][NEUTRAL] And when you do
[CUSTOMER][NEUTRAL] Yes, it's 0247 mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, OK, uh, the member ID is 024373003 and uh it is effective from [PII]. Am I right for that?
[AGENT][NEUTRAL] Uh, let me repeat the number. I don't believe you have that correct. Policy number is 02.
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] 300.
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Uh, actually, uh, the call is getting disconnected between.
[AGENT][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] 3003.
[CUSTOMER][NEUTRAL] Yes, it's 2002473003.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And when the claim is filed, you're welcome. When the claim is filed with APL you will also need to include the primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And then also you have a portal website claim status should be able to be checked in once it's processed.
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][NEUTRAL] OK. Uh, is it any possibility that uh can we rebuild a claim with the the CBS primary claim number?
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] You would need to submit the claim along with the primary insurance company's explanation of benefits.
[CUSTOMER][POSITIVE] OK, thanks so much for that.
[AGENT][NEUTRAL] You're welcome. And do you need any other information on this policy?
[CUSTOMER][POSITIVE] That's it. Thank you so much for that.
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello
[AGENT][POSITIVE] I'm ready for the next policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, so the member ID starts with 01678145.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, the member's name is [PII] and the last name and the first name is [PII], with the date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Who's this
[CUSTOMER][NEUTRAL] Was not
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] Is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] It's the amount 600 for $601 even it's 601.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said the bill amount is $601 is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and there is no claim on file for that data service and that bill amount.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, can you please check the mailing address that we have sent to?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] What mailing address do you have?
[CUSTOMER][NEUTRAL] Yes, it's, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK, [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you so much for that. Uh yes, please give me a moment.
[AGENT][NEUTRAL] And on this one, you would also need to send the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] OK, uh, do we have any fax number so that I can fax the primary UB and secondary?
[CUSTOMER][NEUTRAL] Green
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Oh sorry, can I, can you repeat it again for me, please?
[AGENT][NEUTRAL] [PII] attention claims department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for that. Yes, um, sure I have the member.
[AGENT][POSITIVE] Yes ma'am, I'm ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, sir, the member ID starts with 02475985.
[AGENT][POSITIVE] Thank you, one moment, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um
[CUSTOMER][NEUTRAL] Yes, so the member's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount please.
[CUSTOMER][NEUTRAL] Yes, uh, the data service is January, [PII] with the bell diamond $197 even.
[AGENT][NEUTRAL] 197.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so this claim was received. The received date was 228.
[AGENT][NEUTRAL] 2025.
[AGENT][NEGATIVE] It was processed and denied on [PII].
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] [PII] 2025.
[AGENT][NEUTRAL] The claim number is 357.
[AGENT][NEUTRAL] 0583.
[AGENT][NEUTRAL] And the reason for the denial on this claims are not covered under this policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yes, please give me a moment.
[CUSTOMER][POSITIVE] Yes, uh thank you so much for that, uh.
[AGENT][NEUTRAL] And do you need any other information on this one?
[CUSTOMER][POSITIVE] Yes, that's it from my side. Thank you so much for this patient.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you have the next member's policy number?
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] The member's ID is 202443498 M as in Mike, L as in Lima 7.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, the member's name is [PII], and the full date of birth is [PII].
[AGENT][POSITIVE] Thank you. date of service and total bill.
[CUSTOMER][NEUTRAL] Yes, uh, the, the service is [PII] with the $277 even.
[AGENT][NEUTRAL] 27
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] 7. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this claim was also received, was received on [PII].
[AGENT][NEGATIVE] Processed and denied on [PII].
[AGENT][NEUTRAL] Claim number 357174.
[AGENT][NEUTRAL] And this claim was also denied as office visits are not covered.
[CUSTOMER][NEUTRAL] Oh, the claim number is 357174. Am I right?
[AGENT][NEUTRAL] 357.
[AGENT][NEUTRAL] 5174.
[CUSTOMER][NEUTRAL] OK. Yes, please give me a moment.
[CUSTOMER][POSITIVE] Yes, so that's it. Thank you so much for that.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. And you said that you had one more, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and what is that member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, the member ID starts with 0182.
[CUSTOMER][NEUTRAL] 6104, M as in Mike. L as in Lima, 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, the member's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the data
[CUSTOMER][NEUTRAL] Yes, so the data service is [PII].
[AGENT][NEUTRAL] Let's say total bill amount, please.
[CUSTOMER][NEUTRAL] Yes, so the date of service is [PII] with the bill amount $197 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this claim was also received.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the received date was [PII].
[AGENT][NEUTRAL] Processed and denied on [PII].
[AGENT][NEUTRAL] Claim number 355.
[AGENT][NEUTRAL] 3170.
[CUSTOMER][NEUTRAL] Yes, it's 355-3170, right?
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] And this claim was not.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] And it was denied for the same reason, office visits are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's 355-3170, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Uh, I don't see a claim on the portal.
[AGENT][NEUTRAL] 355-3170
[CUSTOMER][NEUTRAL] Yeah, so 35,570.
[AGENT][NEUTRAL] No, no, no. 355.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] 31.
[AGENT][NEUTRAL] 70.
[CUSTOMER][NEUTRAL] And the first name is uh [PII] with the date of [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, I don't see the claim one.
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEGATIVE] Repeat the claim number you have again because what you had said a moment ago was not correct.
[CUSTOMER][NEUTRAL] Yes, it's 355-3170.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, three names, [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I don't see that.
[CUSTOMER][NEUTRAL] Claim on file.
[AGENT][NEUTRAL] Are you trying to search with just the claim number?
[CUSTOMER][NEUTRAL] Claim number, patient's first name and the date of birth.
[AGENT][NEUTRAL] OK, the first name is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then the last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't see the claim with that also.
[AGENT][NEUTRAL] OK, can you enter just the claim number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Try with just the claim number and not using any other information.
[CUSTOMER][NEUTRAL] Oh yes, uh, but it is stating as please under the first name and date of birth.
[AGENT][NEUTRAL] OK, and you're entering two first names, is that correct?
[AGENT][NEUTRAL] Like I gave.
[CUSTOMER][NEUTRAL] Uh, I just sent the, yes, yes.
[CUSTOMER][NEUTRAL] I tried with the [PII] also.
[AGENT][NEUTRAL] OK, you're gonna have to use [PII] because it's two names.
[AGENT][NEUTRAL] Two first names.
[CUSTOMER][NEUTRAL] Yes, I tried with that also.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3,553,170.
[AGENT][NEUTRAL] So you should be able to enter the claim number, [PII], and then in the box below it, it should say patient's first name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would put [PII].
[AGENT][NEUTRAL] And then again her date of birth is [PII].
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][POSITIVE] But it's nice.
[CUSTOMER][NEUTRAL] It's no claim.
[CUSTOMER][POSITIVE] I just refreshed the portal also, but there is no problem.
[CUSTOMER][NEUTRAL] Uh yes, so the claim number is 3,553,170 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1223 [PII].
[AGENT][NEUTRAL] No. What was the date of birth?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, can you please send your withdraw fax number, please? um.
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] And does it need to be put to your attention?
[CUSTOMER][NEUTRAL] Oh yes. Uh my name is [PII] You can put my name [PII] attention.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Yes, sir, and the fax number is [PII].
[AGENT][NEUTRAL] OK. And then what is your fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], again, that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes. Yes, yes, exactly.
[AGENT][NEUTRAL] OK, so I have just faxed that to you.
[CUSTOMER][NEUTRAL] Oh yes, can I have that done around time to receive it.
[AGENT][NEUTRAL] So you should be receiving that within the next.
[CUSTOMER][NEUTRAL] Within
[AGENT][NEUTRAL] Uh, it's, it's already been sent. Yes, ma'am, I just sent it, so as long as it takes it to come through.
[AGENT][NEUTRAL] It should not be very long. You should be receiving it very soon.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much for that. Uh, yes, and the call reference number would be your name and the date, right?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][POSITIVE] Yes, sir, thank you so much for that. Yes, that's it, sir.
[AGENT][NEUTRAL] And is there anything else, [PII]? Oh, you, um, can I help you with anything else?
[CUSTOMER][NEUTRAL] That's it from my side.
[CUSTOMER][POSITIVE] That's it. Thank you so much for helping.
[AGENT][POSITIVE] You're very welcome and thank you for calling APL. I hope that you have a very nice day.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] Ah, you're welcome. Bye-bye.