AccountId: 011433970860
ContactId: 1bcc21f4-ab96-4085-8d55-70e739036e3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 988969 ms
Total Talk Time (AGENT): 206742 ms
Total Talk Time (CUSTOMER): 233188 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1bcc21f4-ab96-4085-8d55-70e739036e3b_20250428T19:44_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], my name is [PII], and I've got you on speakerphone with [PII]. We're with the Acuity Group, and we have an account, All-Star Chevrolet, and the group number is what? 16899.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it appears that at renewal in January, there was a form that the brokerage was supposed to submit.
[CUSTOMER][NEUTRAL] Back to you guys to, to have it renewed, and we didn't do that. We didn't know we had to do that. But we've done that today, OK? Now, and we understand that the, the coverage has been lapsed, but the group is, is wanting to pay it up to, to, to the 3 months or the 4 months that they owe. Uh, however, we can't, we can't get invoices.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, yeah, it's um it's just because the groups the group um is in renewal hold um and so they hold the um invoice until we receive the renewal um but let me put you on a brief hold and see if we can still renew your group without it lapsing, OK?
[CUSTOMER][POSITIVE] Well, that's great. Thank you.
[AGENT][POSITIVE] Uh yeah, absolutely.
[CUSTOMER][NEGATIVE] And they've been reaching out to us since January. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I said [PII].
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, so, um, it looks like our broker resource team already submitted your um request to have this renewed, so, um, it should take about 10 to 14 days to get processed and then you will have coverage. Your, um, group won't lapse, so you'll have that coverage from January till April.
[AGENT][NEUTRAL] Uh, included the rest of the year.
[CUSTOMER][NEUTRAL] OK, so we
[CUSTOMER][NEUTRAL] Uh, we need to wait 10 more days and then when we owe you, at that time, we'll owe you January through May. Is that correct?
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] We'll make sure that the group understands. Will you mail those out or will, will y'all email those to us or how, how's that, what, what's that process?
[AGENT][NEUTRAL] Um, it looks like they are printed and mailed to you.
[CUSTOMER][NEUTRAL] To the broker or to the group?
[AGENT][NEUTRAL] To the group.
[CUSTOMER][NEUTRAL] OK, uh, well, we will tell her that she doesn't have anything to worry about. She's been payroll deduction all all year long anyhow, so she, it's not a matter of the funds, it's just a matter of getting it done, OK?
[AGENT][NEUTRAL] And it looks like I
[AGENT][POSITIVE] Yeah, yeah, absolutely, absolutely, if you have any issues with um billing just let us know um and we can help you get on the online service.
[CUSTOMER][NEUTRAL] OK, so now while I've got you on the phone, since we didn't know that there was a renewal letter that had to come back in and we didn't receive one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How does that process work? So in, in January or maybe in December, do I get?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] An email with the renewal and a and a renewal letter to sign. I mean, because we, we didn't receive any of that this year.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Do you know, I guess I'm not allowed I can only confirm it, but we have a contact um with your company and we um email the renewal, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 90 days in advance and then we send like a 60 and 30 day follow up.
[CUSTOMER][NEUTRAL] Would that
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, can you tell me if the person on that email is [PII]?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] [PII] touched on.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Well, those are the people that they are, that are the account managers. It wasn't [PII], was it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Um, so if you, if you would like, um, we can always have that updated, um, and if you can send an email, yeah, yeah, if you wanna send us an email, um, with the correct contact of who to send that to, we can only have one contact so whether that's, um, you know, HR or your accounting team um just send us an email um to update that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, we, we do need to have that updated.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let, let's send it to me. OK. Now, now, let me, let me, let me tell you something else too. This account was, was originally written by [PII]. [PII]'s my sister, and she passed away with cancer this past year. And I've taken over managing her accounts, and that's why I'm so ignorant in the process, OK? Uh, but now I'm learning, right? And I'll make sure this all takes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][MIXED] That gets, gets taken care of. But I can't imagine who's, whose email, whoever you sent that to didn't get it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, yeah, absolutely, yeah, absolutely. And so [PII], are you, are you the broker then that took over your sisters? um OK.
[CUSTOMER][NEGATIVE] Because I don't work here anymore.
[CUSTOMER][NEUTRAL] I, I am, and if someone in your sales department got [PII]'s email address because they've been corresponding back and forth about these problems since. I reached out to. OK. Sales. Good. I found that. All right, so can you update the email to my my my business email address please?
[AGENT][NEUTRAL] So it needs to be um a groups like the group's renewal is sent to the group.
[AGENT][NEUTRAL] And then it's also sent to the broker um, have you completed the agent of record information do you know?
[CUSTOMER][NEUTRAL] I would think so I, I think we have because I was the one that signed the renewal letter was processed today.
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And if, if not I need to get that taken care of as well.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] And it's [PII], correct? [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I. OK. They're bother me.
[CUSTOMER][NEUTRAL] Don't take them off. I'll show you.
[AGENT][NEUTRAL] OK, let me put you on a brief hold and see where we're at with that broker record process, OK?
[CUSTOMER][NEUTRAL] Aren't, aren't you just welcoming all these problems on a Monday afternoon?
[AGENT][POSITIVE] I know it's so great.
[AGENT][POSITIVE] No, it's, it's totally fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Hey, we're here. Yes, ma'am.
[AGENT][NEUTRAL] OK perfect um so I am not very well versed in this um this change of of ownership from one broker to another so I'm gonna write down your phone number um and I'm gonna have one of our seniors on our team reach out to you and kind of explain that process OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That'd be fine.
[AGENT][NEUTRAL] Alrighty, and is the [PII] a good contact to reach you at?
[CUSTOMER][NEUTRAL] It, it is, yes, yes, ma'am, and just let them know uh whoever is gonna call me that [PII] touched on was the broker and she, she passed away and I took over managing all her accounts.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Probably about 3 years ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, honey. Well, thank you very much for your time this afternoon. Bye-bye.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Absolutely you have a great rest of your day. Bye bye.