AccountId: 011433970860
ContactId: 3735e4a3-e9e5-4e6f-b521-63125646db32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158710 ms
Total Talk Time (AGENT): 89982 ms
Total Talk Time (CUSTOMER): 77900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/3735e4a3-e9e5-4e6f-b521-63125646db32_20250304T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. I just sent you a message, but then I thought I'd call too, in case you want like lunch or something, um, I just got.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Oh no, it's in the middle of something. I think I didn't have a chance to read it yet. Go ahead. What's up?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're OK. Um, I just had a broker reach out asking about a rehire provision, um, like for advice on it, and I don't know if that's something that's set up like through y'all, uh, like when they set up the group.
[AGENT][NEUTRAL] What what does he mean by what do you mean by rehire like a broker rehire or an employee rehire?
[CUSTOMER][NEUTRAL] I think it's an employee rehire because it's for um a particular group.
[AGENT][NEUTRAL] So is he wanting to get somebody appointed?
[CUSTOMER][NEUTRAL] All it says is, can you please advise on what the rehire provision for [PII]'s policy is.
[AGENT][NEUTRAL] [PII]'s policy, so that's
[CUSTOMER][NEUTRAL] And it's for Ryan Incorporated Southern, um, it's like the name of the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I would send it to [PII] just to, uh, just put a note in there that this looks like a broker question, um, regarding, I guess our agency being I don't know, it sounds weird. I don't even.
[AGENT][NEUTRAL] Rehire.
[CUSTOMER][NEUTRAL] I'm not sure or like is it like when they term someone and then they rehire like an employee?
[AGENT][NEUTRAL] We wouldn't govern that. I mean, we would just get they would need to be if it's it's an agent, they would have to be reappointed with us if they are not currently appointed with us.
[AGENT][NEUTRAL] So I would send it over to us if you think it's an agent question um and just state this appears to be an agent question maybe regarding reinstating an agent that was previously under this agency is probably what it is um if they're not talking about an actual policy for an employee, you know, that worked under a group that they're with that they that they're handling.
[CUSTOMER][NEUTRAL] Yeah, it doesn't mention a particular like insured or an insured policy number. It just says, I mean it's kind, I mean I could always just I guess email him back and ask for more information on exactly what type of rehire.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, it sounds, yeah, just say I would, I would just ask them if um just say are you asking about reinstating your broker or do you have an employee with a group that's that the that needs to be.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Added back to coverage or something like that um just to make sure that we know because it's hard to tell.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I definitely will. I've never heard that term before, like rehire provision, and I was like, well, maybe, um, maybe someone else knows exactly what this is and it's just one of those, um, gotta see it wants to learn it, but I will get more information and if it looks like an agent thing I'll send it to you and if it looks like an employee thing I'll, um, advise otherwise.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, yeah, no worries. Thank you.
[CUSTOMER][POSITIVE] Hey, thanks so much. Yeah, I hope you have a fabulous Tuesday.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.