AccountId: 011433970860
ContactId: 1de91857-3649-4693-94e7-14deb848a76c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228339 ms
Total Talk Time (AGENT): 136347 ms
Total Talk Time (CUSTOMER): 103323 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/1de91857-3649-4693-94e7-14deb848a76c_20241231T20:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy New [PII]. It's [PII].
[AGENT][NEUTRAL] You too. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing good. Thank you for asking. I hope you're doing good as well.
[AGENT][NEUTRAL] I am. How can I help you?
[CUSTOMER][NEUTRAL] Good, so I've got a group on the line. I'm not sure if I need to call y'all or anyway, it's group number 21325 Chips Unlimited in [PII], and I did have the group contact on the line and he was calling for January invoice and of course I advised him that the group is still in renewal and once it's out of renewal then that invoice will be available.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 15.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he says the brokers keep changing on him.
[AGENT][NEGATIVE] Oh my gosh, this one is a mess. Oh my gosh, um, yeah, because [PII] used to be with Exponent and she left Exponent and went on her own, um, so, um, yeah, I'll need to talk to him to figure out what we need to do because I don't, I'm gonna have to get with [PII] because this is, yeah.
[CUSTOMER][NEUTRAL] Yeah, well, he's worried that the group won't be.
[AGENT][NEUTRAL] Right, I need to see if we sent the renewal information out and then she's listed on here and I don't think that she should be. She is on one of the other groups and since she left the company. So yeah, let me, hang on, let me pull this group up real quick before you send him over so I can get the folder up.
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Renewal emails let's see.
[AGENT][NEUTRAL] Yeah, he, I'm sure he was on the phone. What did you say it was? Did you, did you get his name? It's not a big deal. [PII], OK.
[CUSTOMER][NEUTRAL] [PII], yeah, he's the group contact.
[AGENT][NEUTRAL] With the exponent, OK. Oh, [PII]. OK, yes, go ahead and send him over and I'll I'll take care of it.
[CUSTOMER][POSITIVE] All right, [PII], if you'll hold just one moment, let me get him on the line. I hope you have a safe and wonderful [PII].
[AGENT][POSITIVE] You too. Thank you so much.
[CUSTOMER][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line and she's going to assist you further and happy New [PII] to you and your family. Same to you thank you. Thank you bye bye.
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Hi [PII], I'm good how are you?
[AGENT][NEUTRAL] Good, um, she explained to me that you're calling for the status on this group because I have a renewal of [PII] and you've not heard anything on that is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me get with the, I need to get the agent, the agency to see where they are on that, um, because we usually, there's some documents that we usually have them fill out like the group participation form. Do you guys still have the same insurance coverage or has anything changed?
[CUSTOMER][NEGATIVE] Well we weren't gonna change anything. Everything looked to be the, I, I mean we did get, I guess a notice I'm trying to find it saying that the rates were not gonna change and everything was the same and we've stuck with the same policies. We just, we told just go with everything as it is. I'm, I'm logged into our account right now and there's a little button that says my broker and I clicked it and that's not our broker she's moved on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who's who does it show? Yeah, I knew [PII] left to expone it, so I need to get with him to find out who's gonna take this over, um, since she did leave that, leave that. I know, I know for a fact she left because I've been dealing with her on some other groups. So, uh, what's your contact number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can reach me at [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Let me do some research really quick and I'll get back to you, OK? I mean, I, I know it's 11 that we'll, we'll make sure it all gets taken care of, especially if you haven't made any changes. Um, let me see what we need to do so we can get this resolved, OK?
[CUSTOMER][POSITIVE] All right, yeah, I just wanna make sure we're good for January so.
[AGENT][POSITIVE] Exactly, yeah, we'll we'll get you taken care of. Let me, let me do some research and I'll get back with you today, OK?
[CUSTOMER][POSITIVE] All right I appreciate it.
[AGENT][POSITIVE] Thank you, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Yep thanks bye.
[AGENT][NEUTRAL] Uh bye bye.