AccountId: 011433970860
ContactId: fbe8828f-a282-4ac9-952e-028d10cc7e0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1461060 ms
Total Talk Time (AGENT): 471871 ms
Total Talk Time (CUSTOMER): 804776 ms
Interruptions: 12
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/fbe8828f-a282-4ac9-952e-028d10cc7e0f_20250415T22:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I'm calling on behalf of my husband. He is trying to send in the right information. Um, he had got a
[CUSTOMER][NEUTRAL] Um, letters here page to that.
[CUSTOMER][NEUTRAL] Um, do you want his name and claim number?
[AGENT][NEUTRAL] OK, um, I can help with the claim, Miss [PII]. um, first let me get your callback number, ma'am, just in case the call gets dropped. I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, you kind of sound like you're breaking up. It's uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and then what is the policy number please?
[CUSTOMER][NEUTRAL] So the policy number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's the claim number. Your policy number is 01.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 074.
[AGENT][NEUTRAL] OK, let me look that policy real quick.
[AGENT][NEUTRAL] OK, I do have [PII] pulled up. Is [PII] available for me just to get a verbal consent to discuss the claim and policy with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, let me get him over here for you. He's.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, it's.
[AGENT][NEUTRAL] Hi, hi [PII], this is [PII] with APL. Um, first, let me just verify your information. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] and.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[CUSTOMER][NEUTRAL] And she wants to.
[AGENT][POSITIVE] Thank you. And then one last.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], is it OK for me to discuss your policy and your claim with Ms. [PII] today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you, sir. I appreciate, appreciate it so much.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Yeah, he, he fell and bumped his head. So some, some things, um, he, yeah, so he fell down the stairs and knocked himself out and I called the ambulance and then when I got to the
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Oh, goodness. Oh.
[CUSTOMER][NEGATIVE] When I got to the ER, then we had found out that he had in the middle of his brain, uh, a blood bleed.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So he had to have 3 CT scans. So, yeah, so he kind of lost some of his memory.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][POSITIVE] And it's slowly coming back, but I mean, it hasn't been that long ago. So I told him I would help him with this cause he was having problems, um, kind of figuring out what kind of information that he needed, so I didn't want him to get too frustrated. So I said I'd help him. I'm his wife, by the way.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][POSITIVE] Yes, and he's very blessed to have you there to help him.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um, so he had sent in two things and, um, let's see. One was from today where he had seen the doctor.
[CUSTOMER][NEUTRAL] And let's see what else he had in there.
[CUSTOMER][NEUTRAL] Open these files here. I got one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] One was [PII].
[CUSTOMER][NEUTRAL] And it was a letter from the doctor. And then also on [PII], he has a letter from the doctor. I didn't know if you needed any information from like the hospital where I got the um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Charges. Did you send them that? Oh, OK, well, I'm just asking her just in case.
[AGENT][NEUTRAL] OK, I do see that on the claim form that was sent in, uh.
[AGENT][NEUTRAL] And I can give you the claim number so you know which one I'm talking about. I do show that something was sent in on the [PII], but it's still in progress. Um, the original claim was sent in on [PII], and it was requesting additional information. Is that the information that you guys sent in on the [PII] was the additional information to have the claim form completed in its entirety?
[CUSTOMER][NEUTRAL] Yeah OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, so what I did was, uh, what he sent in was, um.
[CUSTOMER][NEUTRAL] Letters from the ankle doctor, it said to whom it may concern um that
[CUSTOMER][NEUTRAL] He was seen on [PII]. This is the second one. He will need to continue non-weight bearing until he is reevaluated in 2 weeks. And then it says, um, please feel free to uh call and contact his office if you have any questions or concerns.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it does have the number of Sydney Health Center and Doctor [PII].
[AGENT][NEUTRAL] OK, and that's what you sent in.
[CUSTOMER][NEUTRAL] I know, I just, I just sent it again.
[AGENT][NEUTRAL] That's what you sent in today?
[CUSTOMER][NEUTRAL] Yeah, so I'm trying to figure out if this is what they need, they need something with the employee. Oh, you need something with the employer employee employer.
[AGENT][NEUTRAL] Right, right, so that information that that information you just told me, that's the information you guys sent in today, is that correct?
[CUSTOMER][NEUTRAL] Yeah, so it had been two letters from the doctor, yeah.
[AGENT][NEUTRAL] OK, so when you originally did the claim from the original claim form that was sent in on [PII], it's claim number 3586822.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you see that claim number? Do you have that claim number?
[CUSTOMER][POSITIVE] I do, yeah, yep.
[AGENT][NEUTRAL] OK, that is the one that on the [PII] is the one that's requesting additional information and let me read to you what it says, OK?
[AGENT][NEUTRAL] And the claim form submitted was incomplete. In order for additional consideration to be given to your claim, please have the employer's portion and the attending physician's portion of the enclosed claim form um completed in its entirety. Your claim will be inactive status until we receive the requested information. So on that initial claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You fill out your part, the employer fills out their part, and then the doctor fills out his part, so they're requesting the employer part and the doctor's part to be completed.
[CUSTOMER][NEUTRAL] Oh, OK, so we're, so I, um, so we need to also get his employer involved too to send in something.
[AGENT][NEUTRAL] Yes, yes, yes, ma'am. And the reason why they do that is because.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, OK. So basically,
[AGENT][NEUTRAL] The reason why they do that is because when you're on short term disability, you, you won't be able to work. So we need the employer's portion filled out, you know, showing that he's not gonna be able to work and the physician's portion filled out showing that he's not gonna be able to work so that they can finish processing the claim for him.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK, so then, um, OK, [PII], just hold on so I can ask the question so I understand. OK, so, um, [PII] did send in the 2 for the doctor, so that would be complete. So basically we need to get the employer to send in their part and then it would, um, would be go then then that we would probably be um in the right place.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. Yes, you're right.
[CUSTOMER][NEUTRAL] Yeah, I think that's what's what's going on, OK.
[CUSTOMER][NEUTRAL] I know, but the, um, do you need a form for the the for the employer? I know, but the employer, I think, can do it from their end, right? Am I correct?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Do you still have the claim form that you submitted that had his, uh, the physician's portion filled out and Mr. [PII]'s portion filled out?
[AGENT][NEUTRAL] Because if you still have that all you have to do is just take it to the employer and and fill it out. If not, I can send you a claim form.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK, so that's what it.
[CUSTOMER][NEUTRAL] Oh, OK, that's what he, OK, claim forms. So if I go to claim forms, um, let's see, um.
[CUSTOMER][NEUTRAL] So I pushed that claim and forms.
[AGENT][NEUTRAL] Yes, and you'll get the short-term disability.
[CUSTOMER][NEUTRAL] And I would need
[CUSTOMER][NEUTRAL] OK, for some reason when I do it.
[CUSTOMER][NEGATIVE] It doesn't, it's not giving me the form which crappy when they're.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let's see here. Um, here's disability. OK, I'm gonna click on that.
[AGENT][POSITIVE] You should be able to download it and take it with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, he's having problems with the forms. So I'm gonna do claim forms.
[CUSTOMER][NEUTRAL] And I pushed on that.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Claims stuff um.
[CUSTOMER][NEUTRAL] So, yeah, it's like when I go to.
[CUSTOMER][NEUTRAL] Claim forms, OK.
[CUSTOMER][NEUTRAL] No it maybe.
[CUSTOMER][NEUTRAL] It's not. OK. Yeah.
[AGENT][NEUTRAL] Would you like for, would you like for me to email you one?
[AGENT][NEUTRAL] At the email address?
[CUSTOMER][NEGATIVE] Yeah, could you do that? Because when I'm going, yeah, cause every time I go to claim forms, it just brings up another picture of claim forms, and it doesn't give me any choice of anything. So I think if you did send it to his email, that would really help him out. He was really getting frustrated.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I would do whatever I can to help you guys um I'm gonna do it right now while we're on the phone together.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and then I can check his email that way.
[AGENT][NEUTRAL] Well, if I could learn how to write disability.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] Oh, the easiest words are the worst. It's like, oh, that doesn't look right. Oh yeah, it is.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, and I'm gonna put um in the, in the subject line it's gonna say short-term disability claim form and then your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm going to go ahead and get this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Downloaded for you.
[CUSTOMER][NEUTRAL] OK, and then I'll just open his email here.
[CUSTOMER][NEUTRAL] If I can find his email.
[AGENT][NEUTRAL] OK, I'm sending it right now.
[CUSTOMER][NEUTRAL] There it is. He's got.
[CUSTOMER][NEUTRAL] And then so I opened his so and it's uh.
[AGENT][NEUTRAL] I just sent it, so you might give it a moment to get there.
[CUSTOMER][NEUTRAL] OK, Miss
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Be quiet.
[CUSTOMER][NEUTRAL] That's sorry, that's my dog, so I have to tell him to be quiet.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I've got a kitty that does that. He hears me talk and he wants to talk.
[CUSTOMER][NEUTRAL] And he will.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Cats are funny. We have a cat that
[CUSTOMER][NEUTRAL] He comes home and then he has to tell me about his day.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] And I have to listen, and if I don't listen.
[CUSTOMER][NEUTRAL] Then we have more to talk about.
[AGENT][NEUTRAL] Yes, and they seem upset, don't they?
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And when it comes through, well it's, you said it would say um.
[AGENT][NEUTRAL] The subject line is gonna say um short term disability claim form and then the policy number, but it's gonna come from care team, C A R E T E A M.
[CUSTOMER][NEUTRAL] 13, OK.
[CUSTOMER][NEUTRAL] Yeah, we have nail mail around here. It kind of takes a little bit to get in, but I'm checking to see he's got 37 inbox there and 268 in junk email because a lot of times it's been coming in like junk email like I've sent them stuff.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I'm like, did you check?
[CUSTOMER][NEGATIVE] And junk mail.
[CUSTOMER][NEUTRAL] So I just sit here for a minute. I gotta get a drink of water.
[CUSTOMER][NEUTRAL] And the doctor said he's lucky he's alive because a lot of people that take a fall.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know, and the, uh, cause it was in our stairwell, and we thought our water heater, uh, was leaking and he went outside, of course, it's freezing cold and
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] The hose was frozen, so he threw the hose down, but the end caught his ankle.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] And drag him down.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah, and so when I
[CUSTOMER][NEUTRAL] I know. So then when I got there, uh, I heard him and I was mopping up the water, and I'm like, wow, that sounded like a big hose. And I walked around the corner and I'm like, oh no. And he was snoring. So I yelled his name and he was snoring. Yeah, like really loud, and I was yelling at him cause I didn't want to touch him cause I didn't know if he broke his neck.
[AGENT][NEUTRAL] He was snoring.
[AGENT][POSITIVE] Oh, goodness.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So I just yelled at him, and then there was blood pouring out of his face cause the hose and
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Cut his face.
[AGENT][NEUTRAL] Oh, poor thing. Oh, and I can only imagine how scared you were, and him too. I'm so sorry.
[CUSTOMER][NEUTRAL] On the skin.
[CUSTOMER][NEUTRAL] Yeah, so he doesn't. Oh, I know. Yeah, and he doesn't even, he woke up in the hospital and didn't know why he was there cause he doesn't remember nothing. He doesn't remember going to the ambulance or anything.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Bless his heart.
[CUSTOMER][NEUTRAL] I know, so his me so sometimes his mental short term is not as good as it used to be.
[AGENT][NEUTRAL] Yes, ma'am. Well,
[CUSTOMER][NEUTRAL] So I told him I would help him.
[AGENT][POSITIVE] Yes, definitely.
[CUSTOMER][NEUTRAL] With this because
[CUSTOMER][NEUTRAL] I've
[CUSTOMER][NEUTRAL] I've had, um, I've had to do it before because
[CUSTOMER][NEGATIVE] I hurt my neck. And um I got a bone infection and then they had to take all the hardware out and I ended up at the Mayo Clinic cause I
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Threw up a screw through my airway and my esophagus.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] And so it tore up a bunch of stuff. I know it's horrible.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] How both of us, but I was off. I was off.
[AGENT][NEUTRAL] You guys have been through it.
[CUSTOMER][NEUTRAL] Yeah, so I was, yeah, so I did mine.
[CUSTOMER][POSITIVE] And so I'm like, let me help you. I've, I've done this before. And I said sometimes calling somebody, sometimes it's helpful.
[AGENT][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] Yeah, it hasn't came through, so.
[CUSTOMER][NEUTRAL] Do you have for his email?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah.
[CUSTOMER][NEUTRAL] With no [PII] on the end.
[AGENT][NEUTRAL] I'm showing
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I wonder if it'll, um, I did junk junk email, see if I did junk email.
[AGENT][NEUTRAL] Yeah, that's the one I have.
[AGENT][NEUTRAL] Check your spam also.
[CUSTOMER][NEUTRAL] Oh spam, there we go. Where would spam be here?
[AGENT][NEUTRAL] And I'm gonna send it again just to be on the safe side.
[CUSTOMER][NEUTRAL] And that stuff and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You should be getting it any time. It's showing that they're sending on my end.
[CUSTOMER][NEUTRAL] Oh, it does so.
[CUSTOMER][NEUTRAL] And that was yesterday here we go.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] You still haven't received it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It might just take a minute for it to get there.
[CUSTOMER][NEUTRAL] Yeah, cause we live in.
[CUSTOMER][NEUTRAL] A little dinky town.
[CUSTOMER][NEUTRAL] With portable.
[AGENT][NEUTRAL] I live in Podunk too.
[CUSTOMER][NEUTRAL] It's like, um, Amazon is our friend, not because we don't, you know, we could go shopping at the stores because we have no stores to shop at.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][POSITIVE] But we do, I wouldn't want to live anywhere else because I love.
[CUSTOMER][NEUTRAL] That it is a small town and it only takes me 2 minutes to get to the grocery store or the doctor or the dentist.
[AGENT][NEUTRAL] It takes 20 minutes for me.
[CUSTOMER][NEUTRAL] We lived in a bigger town and everything.
[AGENT][NEUTRAL] It takes 20 minutes for me to go to my town, and then it takes a, if I go in one direction, it takes 20 minutes to get to town. And then if I go the other direction, it takes 20 minutes to get to the city. So,
[CUSTOMER][NEUTRAL] 20 minutes now.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] It's always going to be a 40-minute round trip, but I love it too. I like being in the country.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Yeah, and we just have a, it's such a cute little town, they keep it clean. OK, so this is inbox 38. That means I've got a new one somewhere.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because it was 37. It was 37. So where are you? inbox.
[AGENT][NEUTRAL] It should be the first one on top.
[CUSTOMER][NEUTRAL] Mm but
[AGENT][NEUTRAL] If you have it in in date order.
[CUSTOMER][NEUTRAL] Yeah, it should.
[CUSTOMER][NEUTRAL] Yeah, by dates.
[CUSTOMER][NEGATIVE] I'm gonna put unread.
[AGENT][NEGATIVE] I have sent it twice and on my end and it's showing that it's gone through.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We're both times, yeah, so.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, all my folders are up to date, so.
[CUSTOMER][POSITIVE] My favorite food.
[AGENT][NEGATIVE] It's not sending anymore.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] So she sent it twice.
[CUSTOMER][NEUTRAL] So up there?
[CUSTOMER][NEUTRAL] Um, yeah, and she says it's gone through and it says inbox 38 and before it was inbox 37.
[AGENT][NEUTRAL] Is there another email address you guys use?
[CUSTOMER][NEUTRAL] Um, no, that's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mine isn't in his.
[CUSTOMER][NEUTRAL] Would it be at your work time? No, no.
[CUSTOMER][NEUTRAL] The so by date here.
[CUSTOMER][NEUTRAL] Oldest on top.
[CUSTOMER][NEUTRAL] Newest on top. How about that?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Short term. I got it, I got it. OK, so.
[AGENT][POSITIVE] Hey, good deal.
[CUSTOMER][NEUTRAL] So then I'm gonna click on that and it looks like there's 2 PD 2 forms that I need to print out.
[AGENT][NEUTRAL] I sent it twice.
[CUSTOMER][NEUTRAL] And would that be right?
[AGENT][NEUTRAL] So when you, when you uh right click on it, you're gonna right click on it and just say open.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should be able to download it and and um print it off from there.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Click on it right up. OK, click on. Yeah. OK.
[CUSTOMER][NEUTRAL] There we go. Disability claim form, yup.
[AGENT][POSITIVE] Awesome. I'm so glad.
[CUSTOMER][NEUTRAL] Yep and then just that page we need to send to you then?
[CUSTOMER][NEUTRAL] There's more than one go.
[AGENT][NEUTRAL] Yes, just the
[AGENT][NEUTRAL] You'll need to send in.
[CUSTOMER][NEUTRAL] Oh, OK, I see. Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I see there's page 3 of 8.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Right? And fill all that out and then, OK. So there we go. We are cooking with fire now.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] A good deal.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you for your help. I appreciate it.
[AGENT][POSITIVE] Oh, you're so welcome. You're so very welcome, Miss [PII]. I hope you guys have a blessed rest of your night. Thank you very much for calling. Thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And you too.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yep, thank you. Mm bye bye.
[AGENT][POSITIVE] Thanks for calling ATL. Bye-bye.