AccountId: 011433970860
ContactId: 2fe5eab0-8e90-495f-b296-569fe3ea41b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382640 ms
Total Talk Time (AGENT): 158688 ms
Total Talk Time (CUSTOMER): 211057 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2fe5eab0-8e90-495f-b296-569fe3ea41b0_20250602T17:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII] calling from the Quayle Kylie Insurance Agency, the broker's office, and I need a little help with a group of ours that's with you guys. I'll give you a group number. It is um 19253, and that's surplus management doing business as water surplus.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and what was your first name again? I'm sorry.
[AGENT][NEUTRAL] Um, yes ma'am.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] All right, and how can I help you?
[CUSTOMER][NEUTRAL] Well, this group recently got bought by another company, a larger company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to change their name slightly. They have a new tax ID number, um, they're gonna stay in the same same place and there's not gonna be any employees added to the group or anything, but how, how do we go about doing this?
[AGENT][NEUTRAL] OK, so, um, have you sent an email in, let me see, I'm sorry, our systems we've been having a lot of system issues today and so I'm trying to.
[CUSTOMER][NEUTRAL] I have not sent an email in. I decided I'd call first, see what you guys need first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you give me the name one more time of the
[AGENT][NEUTRAL] What what the name is currently?
[CUSTOMER][POSITIVE] Yeah, it's [PII] it's surplus management doing business as water surplus.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So we've got a new tax ID.
[AGENT][NEUTRAL] OK, so what.
[AGENT][NEUTRAL] I'm, and I'll be perfectly honest, I'm very green to all of this. um, I've been doing insurance a long time but haven't been doing this aspect of it, and my senior associate is at lunch right now so what I will most likely have to do is um.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Once she gets back from lunch, give her a call, uh, find out exactly what, if anything, um, we may just have to update it within just our system with the new 10, um, but the, the number is, I'm sorry, the name is staying the same, is that correct?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] For your kids I mean.
[CUSTOMER][NEUTRAL] The name is slightly changing. It's slightly changing. It's gonna, it's gonna be [PII] Incorporated doing business as water surplus, so it's gonna change a little bit.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not a lot, but a little bit, but it is a new tax ID number.
[AGENT][NEUTRAL] Doing business and.
[CUSTOMER][NEUTRAL] And it is a new owner.
[AGENT][NEUTRAL] OK, new owner.
[AGENT][NEUTRAL] New
[CUSTOMER][NEUTRAL] The address and all that will all still be the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is um a good phone number for me to give you a call back at?
[CUSTOMER][NEUTRAL] Uh, number is [PII].
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] And then I have another question, go ahead, go ahead.
[AGENT][NEUTRAL] OK, but your name was, is it [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] My name's [PII]. That's OK. It's [PII].
[AGENT][NEUTRAL] [PII], OK, OK. All right. OK, and what is the second what's the other question?
[CUSTOMER][NEUTRAL] Yeah, mhm, OK, and.
[CUSTOMER][NEUTRAL] The sec the next question I want you to ask this group renews [PII], OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm under the impression they are going under the new owners.
[CUSTOMER][NEUTRAL] Benefits as of [PII], OK? I just felt because there's a new owner that the old owner probably cannot sign a termination letter so I'm figuring that we have to make these changes first before they sign a termination letter.
[AGENT][NEUTRAL] In terms of group.
[AGENT][NEUTRAL] OK, so we're we are terminating the entire group, OK, so.
[CUSTOMER][NEUTRAL] You see what I mean? And that's why I, I need to ask that.
[CUSTOMER][NEUTRAL] You, you are currently what?
[AGENT][NEUTRAL] First, it renews in July it it renews in July, but you guys, once the renewal comes through, will not be using us any longer, is that correct?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well, right, we already have the renewal, but it's not gonna be renewed is what I'm saying, but because they have a new owner, I feel that we have to make these changes first so the correct person signs the termination letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Need to know who
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so, and when did the new owner take over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, apparently we, we found out today the new owner took over on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK. I will find all of that out. And then, um, anything else?
[CUSTOMER][NEUTRAL] No, that was it pretty much.
[AGENT][NEUTRAL] OK, all right, let me find out what we need to do, um.
[AGENT][NEUTRAL] And just begin to verify.
[CUSTOMER][NEUTRAL] Yeah, because I do have the form.
[AGENT][NEUTRAL] You do have the, the termination form you.
[CUSTOMER][NEUTRAL] I have the form I have the form that goes with the renewal where they have to say if they're taking it or not taking it or whatever you know um I have that form with the renewal so it's just a matter of.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see here, let me look at it for a second, um.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] This is if they're taking it so it doesn't say so I guess like the form is gonna be a mute point I guess, um.
[CUSTOMER][NEUTRAL] The form isn't gonna matter because that's if they're renewing it you had to fill out you know the rates of the new of the other carrier and deductibles and things like that so it's not gonna be happening so I won't be turning that form in it'll be just a term letter instead um but if you could let me know what we need to do to make those changes that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see how we go about that mhm.
[AGENT][POSITIVE] OK, yep, let me uh get somebody on the phone and then I will give you a call back uh before end of business today with what I have found out.
[CUSTOMER][POSITIVE] OK sounds great thank you so much appreciate it.
[AGENT][POSITIVE] All right, thank you. Uh-huh, bye bye.
[CUSTOMER][POSITIVE] OK thank you uh huh bye.