AccountId: 011433970860
ContactId: 383ed66a-f72f-450e-84a1-ee02357fc2bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226399 ms
Total Talk Time (AGENT): 77999 ms
Total Talk Time (CUSTOMER): 104789 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/383ed66a-f72f-450e-84a1-ee02357fc2bf_20250123T15:42_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]. Um, I work with [PII] out of [PII], and I'm calling in reference to an current group, um, looking for the group number. Hold on one second here. Um, what I'm trying to find out is, um, the renewal is supposed to be [PII], but I haven't seen, nor has [PII] seen any renewal, um.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] You know, information sent out so we wanted to check on it. Let's see the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] See the group number is
[CUSTOMER][NEUTRAL] 26345
[AGENT][NEUTRAL] Alright, let me pull that up.
[CUSTOMER][NEUTRAL] Um, triple, triple in, um.
[AGENT][NEUTRAL] 11 Property management. Triple and Property Management LLC, OK. Oh yeah, um let me go see if the renewal stuff out here. Give me just one second.
[CUSTOMER][NEUTRAL] Let's see how they got it listed here.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] Here we go. Let me make sure I get the right folder. OK, let's see renewal.
[AGENT][NEUTRAL] Read this email. OK, so it looks like we sent an email to [PII] on [PII]. I can resend it.
[CUSTOMER][NEGATIVE] Um, don't send it to him. He actually passed away. I don't know if y'all knew that, but.
[AGENT][NEUTRAL] Oh no. Oh, OK. Now let me see.
[CUSTOMER][NEUTRAL] Yeah, he, he passed away last year sometime. I can't remember the date, but um, yeah, so if you could send it to me and [PII], do you have my email?
[AGENT][NEUTRAL] OK, OK. I'll.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See I have [PII], is that correct?
[CUSTOMER][POSITIVE] Yeah, that's it. Um, you send it to me, that'd be great. And by any chance am I on the commission split or I know at one time it was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think you are because they have you, let's see, they have you as the agent of records that you have to be. So let me just look and see though, just to.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah, [PII] asked me that she wanted to make sure I was on there so I don't know if it was a split or if it was 100% me or what, but.
[AGENT][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] Let's see, is [PII]. It shows you and [PII] on there, is that correct?
[CUSTOMER][POSITIVE] OK, perfect, perfect. Yeah, that's good.
[AGENT][NEUTRAL] Yeah, OK, OK, OK, yeah, I will send this over to you now.
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] OK, perfect. And, and let me ask you a question. So they're looking at changing their major medical plan, deductible and out of pocket. So, um I can give you those uh out of pocket maximums if you need it, and then maybe let me know if there's an option that you can send me that, that, you know, will meet that, I guess, ma.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we'll, yeah, OK, got you, yeah, we'll send you this and then when you send the paperwork back send their new uh the new plan changes that they're having and so that we can, you know, see what the what the rates are for all that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, you're most welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all. Thank you so much. Have a good day.
[AGENT][POSITIVE] All right, have a great day, [PII]. and thanks for calling PL. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye-bye.