AccountId: 011433970860
ContactId: 0b15d49f-b5be-4746-bfcb-0b407ab8a8e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 945900 ms
Total Talk Time (AGENT): 210056 ms
Total Talk Time (CUSTOMER): 481478 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0b15d49f-b5be-4746-bfcb-0b407ab8a8e3_20250127T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name's [PII]. I'm from Lin Realty from [PII] calling. Um, I have the ENO insurance policy, um, but then Tri was the one handover. I understand that he left your company.
[AGENT][NEUTRAL] OK, um, so you had a yeah, so you had a policy with us?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, uh, it will be expired by [PII].
[CUSTOMER][NEUTRAL] OK, 25. OK, and somehow someone did email me but um I have a 2 year contract uh as well as signed last year, and the policies the travelers is the one policyholder.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they are the one holding my uh helping my company for the ENO insurance and but somehow, uh, the lady whoever contact me from [PII].
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEGATIVE] somebody and somehow the insurance policy um is $126 higher. I don't know if that's that's right or not.
[AGENT][NEUTRAL] OK, so you have a policy with us and is it something that you're wanting to continue on? Are you no longer with the employer? Is that my understanding?
[CUSTOMER][NEUTRAL] Uh, basically, I want to continue, OK, um, so one of the ladies that she's from Galaxer, she sent me a, uh, renewal application which I did send it back. OK, um, I guess APL is your, is your partner company, correct?
[AGENT][NEUTRAL] Mm, uh-huh.
[AGENT][NEUTRAL] Uh, this is American Public Life Insurance. I'm not sure who [PII] is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, that's strange. They are the one that sent it to me. Um.
[CUSTOMER][NEUTRAL] But the contract that I signed last year is for, is the APL insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, is there any way you can track it down?
[AGENT][NEUTRAL] Yeah, so I mean this is APL. What is, do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, can you hold on? Let me look it through. OK, just on.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, let me look through here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It, it did not say here, but I can look for my application that I sent it back to [PII]. Uh, that should be a policy number there, just one.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, her name, somehow, her name is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] HAI something uh.
[CUSTOMER][NEGATIVE] At [PII]. When I called the phone number that's all up on the email but it doesn't come through.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] Very strange. Yeah, she's from, she came down she's from Gaer Insurance.
[CUSTOMER][NEUTRAL] OK. Uh hm.
[CUSTOMER][NEUTRAL] And it's up through my application that I sent it to her so.
[CUSTOMER][NEUTRAL] Yeah, and I send her your, the policy that
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] That I signed the contract last year with your company APL and I sent it to her. She never replied to me.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And need to pay you guys pay her directly, but usually I know I supposed to send it last year I think they did ask me to send a check to you guys APL uh [PII] was the one that his name is [PII] was the one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Handling it, but he left your company, I believe.
[CUSTOMER][NEUTRAL] Uh hm.
[AGENT][NEUTRAL] Yeah, I don't, yeah, I'm not familiar with that name, but that doesn't mean anything. I mean they're, um, I'm newer to the company so it could have been that that person was here when I wasn't, but yeah, I mean as far as the premium goes and everything I would need, I need to either look up the policy if you can't find the policy number I can do that by your name or social.
[CUSTOMER][NEUTRAL] Oh, my, can you look through my company name? Lin L I N G Realty N I N C.
[CUSTOMER][NEUTRAL] Years ago you under the Central 21 La Realty Inc but I dropped it the franchise for a couple of years already, only under Ling Realty A.
[AGENT][NEUTRAL] L I N G.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, nothing comes up under ling. Were you ever assigned like a group number with us?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let, let me see. OK, I, I think uh, the policy number is M like mother.
[CUSTOMER][NEUTRAL] 779-075
[CUSTOMER][NEUTRAL] And we offers.
[CUSTOMER][NEUTRAL] Policy.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The Travis, yeah, no, Travis is the one the whole.
[CUSTOMER][NEUTRAL] Uh, my company policy, yeah, no.
[AGENT][NEUTRAL] OK, so [PII] was the policy for your.
[CUSTOMER][NEUTRAL] How many?
[AGENT][NEUTRAL] Is it was for the company, OK, and you are switching from APL to another company, correct?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, no, APL is was the one handling it, and they just, they are the one helping me to shop around, I guess, and at that time, [PII] is the one holding my company policy.
[CUSTOMER][NEUTRAL] Is the bank as the provider.
[AGENT][NEUTRAL] OK, and so [PII] is the point of contact that you had for like shopping around for policies for your company, is that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK, this is the thing. [PII] like zebra. He was the one to handle that for me before, but right now I understand he left the company right now. This lady contact me is called [PII]
[CUSTOMER][NEUTRAL] [PII] from Gallagher Company from, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we don't have anybody here by that name of [PII], like I searched that name, and we're not [PII], so we're American Public Life, like I'm just, I'm confused.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Hm, uh, you want to see, should I send you my, um, paper that I signed with APA last year?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, well, I just, you know, I don't know.
[AGENT][NEUTRAL] If you're getting rates from Gallagher, then you would have to contact them directly regarding the rates, um, if it's not coming from APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. Uh, what, this is the APL phone number that I just called, correct?
[AGENT][NEUTRAL] Right, so I guess I'm just not understanding [PII] what do you need from APL?
[CUSTOMER][NEUTRAL] Yeah, because since APL was the one to handle my policy last year, I I did the previous contract.
[CUSTOMER][NEUTRAL] Um, it's the total for the 2 years for $1,544. I did it for 1 year, the first year, and then this year the second year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, but somehow this lady.
[CUSTOMER][NEUTRAL] From Gallus.
[CUSTOMER][NEUTRAL] That to me is different than mine.
[CUSTOMER][NEUTRAL] She claimed that also from APL they are partnership from with APL.
[AGENT][NEUTRAL] So your company should have some sort of group number or something so we can pull up the company um that was assigned at the time because when I do a search for a company by name I put in L L I N G.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], can I give you the address?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So the full name of the company is L.
[CUSTOMER][NEUTRAL] Realty L E A
[CUSTOMER][NEUTRAL] L T like Tommy, Y, and then I N C.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, I can only search by company name.
[AGENT][NEUTRAL] Did you personally have a policy with us or just the company itself?
[CUSTOMER][NEUTRAL] Um, I'm the, I'm the broker.
[CUSTOMER][NEUTRAL] Of the company. I'm the one I purchased it for my agent.
[AGENT][NEUTRAL] Yeah, I mean, I just, I can't find anything, [PII] like under that group name, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, let me see here. Uh, OK. Uh, I have the, OK, on the application that I put on the policy number is 107,029,800.
[AGENT][NEUTRAL] That's, yeah, that's long for one of our policy numbers.
[AGENT][NEUTRAL] What is your your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That the application they sent me is [PII] and
[CUSTOMER][NEUTRAL] Surety Company of America.
[AGENT][NEUTRAL] Travel
[CUSTOMER][NEUTRAL] uh, T R A V E R S.
[AGENT][NEUTRAL] Trap
[AGENT][NEUTRAL] Yeah, I mean, do you have a contact number for [PII]?
[CUSTOMER][NEUTRAL] Uh, OK, the contact number for [PII] is.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Have you tried contacting her?
[CUSTOMER][NEUTRAL] It's [PII]. OK. Sure, sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Have you tried calling her?
[CUSTOMER][NEGATIVE] I'm trying to contact her but I didn't connect me.
[AGENT][NEGATIVE] Yeah, I mean, I think that you're gonna need to go back to that point of contact because I'm just not finding anything, [PII] like I don't, I don't know how to help if I'm not able to locate any of the information and we don't, we don't have an [PII] here.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Um, let, let.
[CUSTOMER][NEUTRAL] OK, let me try to track it down, uh, [PII]'s email then that before he left, uh, the person that I should contact, yeah, that maybe that's what I should do right now because only a couple days left. I need to strike this up. Yeah, OK. And your name is? And your name is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is, my name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, great. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're welcome.