AccountId: 011433970860
ContactId: 396ab1ef-83f0-4cd2-86ee-93029e9e036a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337339 ms
Total Talk Time (AGENT): 197251 ms
Total Talk Time (CUSTOMER): 135631 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/2025/01/31/396ab1ef-83f0-4cd2-86ee-93029e9e036a_20250131T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's [PII] in care team. How are you doing today?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. Happy Friday, um.
[AGENT][POSITIVE] Yeah, happy Friday. Mhm.
[CUSTOMER][NEUTRAL] I have agent [PII] on the line. He's calling regarding group number.
[CUSTOMER][NEUTRAL] Oh, I get back to it. Hang on 21302.
[CUSTOMER][NEUTRAL] He wanted to speak with someone in underwriting stating that he was waiting for a the proposal or.
[AGENT][NEUTRAL] You can't speak to anybody in underwriting. He called yesterday. Yeah, he called yesterday too, and he's wanting this like we're working on it, like, I don't know.
[CUSTOMER][NEUTRAL] That's why I'm calling you.
[CUSTOMER][NEUTRAL] You want it now?
[AGENT][NEUTRAL] He wants it yesterday.
[CUSTOMER][NEUTRAL] Imagine that.
[AGENT][NEGATIVE] And I know, right? It's like, yeah, no, you can't speak to anybody in underwriting and we already told you that we're working on it.
[CUSTOMER][POSITIVE] Bless him. He's just trying to take care of his people, I'm sure.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah, I'm sure. I just, yeah, I mean, I think that [PII] is, um, I talked to [PII] yesterday because somebody called.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And he had just sent it in, like, possibly the day before.
[AGENT][NEUTRAL] And then we had our all colleague forum meeting, of course, so we were all out, and yeah, he called that afternoon and we were like, we were in a meeting, you just sent this in yesterday, we're working on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Give us a minute.
[AGENT][NEUTRAL] Yeah. So, it's gonna be the same thing. I don't really know.
[AGENT][NEUTRAL] What to tell him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I do have his callback number if you would like that as well.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] His callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready to tell them the same thing?
[AGENT][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. And I, I'm so sorry I said your name at the beginning, [PII], thank you, [PII]. Listen, I hope you have a great weekend. Let me get it to you. Thank you. One moment.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's OK, [PII]. Yes, yeah, of course.
[AGENT][NEUTRAL] Yes, me too.
[CUSTOMER][POSITIVE] Mr. [PII], I have [PII] on the line. She's going to assist you further. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. Thank you, bye bye.
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey, good morning, [PII]. Thanks for your help.
[AGENT][NEUTRAL] Of course I understand that you're needing the proposal that you asked for possibly yesterday or the day before because I also took the call yesterday um I talked to [PII] and we're still waiting on that proposal.
[AGENT][NEGATIVE] It's still in the process with underwriting even getting uh created at this moment.
[CUSTOMER][NEUTRAL] Uh, uh, how, how long does it typically take to update a an option for a renew a renewal?
[AGENT][NEUTRAL] I mean, it just kind of depends. I mean.
[AGENT][NEUTRAL] I think you sent it in on the [PII] and then we were all in a meeting yesterday morning and so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We're, you know, working on the things that came through as they came through after our meeting and I'm sure underwriting was doing the same thing so um I can let [PII] know that because she's the one yesterday that I spoke with as well saying that you were calling asking for it and I can see um I can obviously tell her again she's the one that takes care of the Florida.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, brokers, so I can tell her that you've called again and that you're still needing it, um, and then she can go to underwriting and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] See if she can push them along, but that's just what we're waiting on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it, it wasn't that we sat on it, we got our renewal from Cigna, oh, so late, um, it's a 31. So this is like everything's happening today. So I can't recommend a change to a higher deductible if I don't know what the gap is. So what I'm saying? That's why it's so important.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, I definitely understand. Yeah, um, right now it's just, again, it's with underwriting, so they're the ones that are
[CUSTOMER][NEUTRAL] Like that and
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] They're creating the proposal and and and we're waiting on them.
[CUSTOMER][NEUTRAL] Well, can
[CUSTOMER][NEUTRAL] Can they expedite it? or is it just sitting waiting in line?
[AGENT][NEUTRAL] Uh, possibly sitting waiting in line. Obviously underwriting is a completely different department than what we are in broker resources, um, so I can, I, I don't know where they are on, on proposals or what they're doing, um, I can definitely, um, send an email and see um if they can push that one along so.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, if [PII]'s the one that's supposed to be dealing, could you ask her to just give me a call probably within the next like 15 minutes and give me an update on is it, is it, um, you know, been pushed up to where it should be, um.
[AGENT][NEUTRAL] Um, I can definitely have her call you, but she doesn't get in until [PII].
[AGENT][NEUTRAL] So it's [PII] here right now, so she'll be on at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] OK, OK, and I have your phone number and I will let her know.
[CUSTOMER][POSITIVE] Thank you mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm bye.