AccountId: 011433970860
ContactId: 1b66f286-b08d-496b-a768-4606a126598d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418440 ms
Total Talk Time (AGENT): 155036 ms
Total Talk Time (CUSTOMER): 161139 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/1b66f286-b08d-496b-a768-4606a126598d_20250114T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling with ATS services.
[CUSTOMER][NEUTRAL] Our group number.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Uh yes sir.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yes, our group number is 16,870.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, let me pull that group in real quick, sir.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, I have your group pulled up.
[CUSTOMER][NEUTRAL] Oh thank you. uh, the name of the company is uh ATF Services.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The reason of my call is because I just want to make sure.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] What the renewal process is for us.
[CUSTOMER][NEUTRAL] To keep the coverage with you guys?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, um, I can help you with the renewal process. um, Mr. [PII], can you please just for security reasons, verify the physical address of your business.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much I appreciate you verifying that information. What I need to do is uh transfer you on over now to broker resources so that they can help you further about the renewal for your group, OK?
[CUSTOMER][NEUTRAL] Yes, and I'm not sure if you can help me with the second question that I have or maybe it's gonna be the other, uh, department.
[CUSTOMER][NEUTRAL] I just want to make sure how you guys get notified.
[CUSTOMER][NEUTRAL] Whenever we have a new hire or whenever an employee is not working for us anymore.
[CUSTOMER][NEUTRAL] Just to make sure that the new hires are added to the to the coverage.
[AGENT][NEUTRAL] There's 2
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, I understand that. There's two different ways you can do it. Uh, the first being you can um do it through the online service center.
[CUSTOMER][NEUTRAL] To the policy.
[AGENT][NEUTRAL] You can add the new hire there and you can also remove employees and the second is to be able to send an email to us and then we can take care of it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it possible to get an email from you?
[AGENT][NEUTRAL] Um, let
[CUSTOMER][NEUTRAL] From the account that uh we have to uh give you guys the notification.
[AGENT][NEUTRAL] Yes, I can give you that email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Give me a second because I'm driving at the moment. Let me try to.
[AGENT][POSITIVE] Yes sir, yes sir, please take your time.
[CUSTOMER][NEUTRAL] OK, what would be the the email?
[AGENT][NEUTRAL] The email address is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So all together it's [PII].
[CUSTOMER][POSITIVE] OK, correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can answer for you, Mr. [PII] before I transfer you over?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That would be all.
[AGENT][POSITIVE] OK, Mr. [PII], you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too man thank you.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] I've got um Mr. [PII] on the phone. He is with group number 16,870.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's calling about renewing his group.
[CUSTOMER][NEUTRAL] OK, um, let me see, it looks like they're in renewal so does he have questions about about the renewal?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, um, we wouldn't take that in billing that would need to go to to new business, um, let's say it would either be new business or sales it really kind of depends on um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What he's needing, do you know if he's.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Let me go, um, he's just wondering how he can renew.
[CUSTOMER][NEUTRAL] OK, so, um, what I would do is if you wanna go ahead and send him over to me I'll just let him know, um, that's information that he would need to get with his broker on um if you want me to I can.
[AGENT][NEUTRAL] OK, now I can transfer him. I could transfer him to broker resources.
[CUSTOMER][NEUTRAL] OK, you can um I mean they may not be able to give him very much because they usually would talk to the agent on that but yeah if you wanna go ahead and just send him over they can let him know who his agent is and you know let him know that his agent should have that information so um, yeah, right, sorry. You're welcome no problem bye.
[AGENT][NEUTRAL] Yeah, let me do that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, definitely. Thank you. I appreciate it. All right. Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, uh, hey, good morning. I've got Mr. [PII] on the phone. I have verified him. He is with group number 16,870.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] And he just wants instructions on renewing his group.
[CUSTOMER][NEUTRAL] OK, it's ATF services.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, go ahead and put him on through.
[AGENT][POSITIVE] OK thank you have a good day bye bye.
[CUSTOMER][NEUTRAL] Mm. You too.