AccountId: 011433970860
ContactId: 255976cc-53d9-4d5d-97b9-45d31ed2bf24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298029 ms
Total Talk Time (AGENT): 170159 ms
Total Talk Time (CUSTOMER): 117952 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/255976cc-53d9-4d5d-97b9-45d31ed2bf24_20241231T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy [PII]. It's been a while since I've talked to you.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] I have group number 17,220 on the line.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do have [PII] verified all of her information and her callback number is on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's calling regarding a check that she received and she just needs to verify what it's for. It looks like for [PII] uh lapse policy, and she's just want to make sure that that's a check for premium refund or if it should it be credited to their account or she just wants some details.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, well, I can definitely look that up for her and give her some information.
[CUSTOMER][POSITIVE] All right, I appreciate it, [PII], and Happy [PII] to you and your family. All right. Let me get her on the line. You too.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Happy [PII]. Thank you. Be safe. OK.
[CUSTOMER][POSITIVE] Thank you, [PII] for your patience. I do have [PII] on the line. She's going to assist you further. Have a wonderful day and a very [PII] year.
[CUSTOMER][POSITIVE] Thank you you also. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi [PII]. Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so I do have your group pulled up and [PII] let me know you were calling about a refund check that was looks like it was on [PII]. Was it for 148.94?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, so I'm looking here and it looks like that was the December premium that we refunded, so it looks like we must have received a request to terminate his policy effective [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I was just making sure that um our group hadn't lapsed and um.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Instead of crediting your account back, you just send us a check for him.
[AGENT][NEUTRAL] Yes, it looks like we we didn't have um an invoice available at the time to credit so we issued that refund um back to the group.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All right, thank you so much. I just had to um my office manager just wanted to make sure um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes, I completely understand. Yes, it's just for his December premium um since we terminated his policy 121.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] CC [PII] and um since he is retiring.
[CUSTOMER][NEUTRAL] Um, I have to transfer everything over into my name as the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The agent of the office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, how do I do that with APL?
[AGENT][NEUTRAL] Um, OK, so that would actually need to go through.
[CUSTOMER][NEUTRAL] Because I'm already appointed with you guys I just need to.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Be the principal agent.
[AGENT][NEUTRAL] OK, I understand so that would actually need to go through our broker resources department and so they should be able to check, um, they would be able to see, you know, you know that you're appointed and um they can update, you know, the agent contact information um would you like me to get you over to broker resources so that you can talk to them and see about getting all of that information updated?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, certainly, of course let me go ahead I'll transfer you over, but is there anything else that I can help you with as far as the bill or the refund or anything?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No thank you very much for that.
[AGENT][NEUTRAL] OK, you're very welcome. Well, if you will give me just one moment, I'll go ahead and get you transferred over to broker resources and give them your group number and everything so they can have that pulled up, OK?
[CUSTOMER][POSITIVE] OK great thanks so much.
[AGENT][POSITIVE] OK, you're very welcome. Well thank you for calling APL and just hold on the line for me please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in billing. How are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. uh, so I have a question and possibly need to transfer someone over to you, um, so it's regarding group 17,220 for Alexander and Gree Insurance and I have [PII] on the line and she's listed as a group contact, but I'm assuming she's also the agent with the agent's office. It looks like this is for the agent. This group is for the agent's office, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she was just calling about a refund that we sent which happened to be on [PII] who's listed as the agent and so she said that he's retiring and that she will be taking over and she said that she was appointed um but I I'm assuming she needs to get the agent information updated and so I was thin[PII] you guys could help her with that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah, mhm, yeah, definitely, yes, for sure, yeah, I'll talk to her. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem, here she comes. Thank you.
[CUSTOMER][NEUTRAL] Mhm.