AccountId: 011433970860
ContactId: 3616c702-e1d5-4b60-9895-ca6a5b91a644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456670 ms
Total Talk Time (AGENT): 207196 ms
Total Talk Time (CUSTOMER): 125421 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/3616c702-e1d5-4b60-9895-ca6a5b91a644_20250529T14:20_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was just calling because I'm wanting to know if one of the groups that we have with our brokerage, uh, renewed back in [PII] or if they ended up canceling.
[AGENT][NEUTRAL] OK, you were the broker's office, is that correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] And you're wanting to verify if a group renewed or not. Is that also correct?
[CUSTOMER][POSITIVE] Exactly, yeah, and I do have the group number and their name and everything.
[AGENT][NEUTRAL] OK, so I, I will be able to help you with this, but first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Of the office but it's actually too.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Your last name, [PII] Is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you and save and what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you spell [PII] or EV?
[CUSTOMER][NEUTRAL] Avi
[AGENT][NEUTRAL] OK, thank you. And what is, um, which, who are you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, we're with [PII] and [PII] and Wick.
[AGENT][NEUTRAL] I'm so sorry you're gonna have to say that again.
[CUSTOMER][NEUTRAL] Oh, it's called [PII], [PII], and [PII].
[AGENT][NEUTRAL] And what is the group number please, [PII]?
[CUSTOMER][NEUTRAL] The group number is 16674.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get the group's information pulled up and then I will have to verify some things with you first for security, so one moment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what is the name of the group?
[CUSTOMER][NEUTRAL] Port Royal Trading Company.
[AGENT][NEUTRAL] And the name of the agent?
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, that is not who we show on file.
[AGENT][NEUTRAL] What is the name of the?
[AGENT][NEUTRAL] Agency group.
[CUSTOMER][NEUTRAL] Uh, it shows National Agency Solutions.
[AGENT][NEUTRAL] OK, and who again, who would that is not who we have listed as the agent for this group.
[CUSTOMER][NEUTRAL] Got you. Is it showing [PII] and Warlike or perhaps Akerer?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, um, on my end, it's not showing either. Now, um, for the, you said [PII] and then the second word is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] If you forget
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] [PII], OK. And [PII] is with one [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, thank you. And then um
[AGENT][NEUTRAL] The last piece of information is what is your email address, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] Spell the last part of it so that I can make sure it's correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said it's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the email, the first part was [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do, [PII] is to connect you over because that is not the agent's information that you're giving me for the contact on this group is not matching what I can see in the system, so I will need to connect you with broker resources to further assist you on this.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there, and I will give them the group number and let them know the reason for your call. Is there anything else that I could try and help you with first?
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it for now.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh. One moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL this is.
[AGENT][NEUTRAL] I'm sorry, who is this?
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEGATIVE] Did you say I'm sorry, we don't have a very good connection. You, there's an echo.
[CUSTOMER][NEUTRAL] Preparing.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, with a T.
[AGENT][NEUTRAL] Parent
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], this is [PII] with the care team, and I have got a gentleman on the line by the name of [PII], and he was calling to find out if a group is active or not. He says he's with [PII], and [PII], but he was not able to verify the agent's name that we show on the account.
[CUSTOMER][NEUTRAL] That you.
[AGENT][NEUTRAL] So I did not provide him any information on the group. The group number is 1667.
[CUSTOMER][NEUTRAL] Um, yes, I can hear you, um, but I won't be able to write anything either. I'm just gonna ask her.
[AGENT][NEUTRAL] I'm sorry, can you hear me? There's something very loud in the background with you, where you are.
[AGENT][NEUTRAL] So, but I do know, yes. The group is 16674.
[AGENT][POSITIVE] And I do know that you all have a little more access to seeing some information than we do so.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Over there I got lost and they so OK.
[CUSTOMER][POSITIVE] Alright, I'll just let him know that I can provide it sure.
[AGENT][NEUTRAL] All right. Are you ready for paring?
[AGENT][POSITIVE] Oh, I'm so sorr[PII]
[AGENT][NEUTRAL] Yes, sir. I'm so sorry, but I can only hear someone else that's in the background talking.
[CUSTOMER][NEUTRAL] on the
[CUSTOMER][NEUTRAL] Well, I'm sorry, I'm in the office and we sit right next to each other.
[AGENT][NEUTRAL] Yeah, I know it's hard when you're in an office like that. OK, are you ready to speak to [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you so much and have a good day.