AccountId: 011433970860
ContactId: 47b384c3-15f2-4e86-8b7e-099135c4bc94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379059 ms
Total Talk Time (AGENT): 106317 ms
Total Talk Time (CUSTOMER): 190041 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/47b384c3-15f2-4e86-8b7e-099135c4bc94_20250128T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm fine, [PII], and you?
[CUSTOMER][POSITIVE] I'm doing good um hey, can I give you a group number and see if maybe this is something you can help me with?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, the uh group number is 24245.
[CUSTOMER][NEUTRAL] It should come up as Arca worldwide.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I have [PII] on the line, and she, I guess they had been asking for a list, um, of, I guess the, uh, insured and like a copy of the contract, and I do see some notes in here um that there was like a hub request sent but I'm pretty new and so I was kind of told to reach out to broker resources is that something that you guys help with?
[AGENT][NEUTRAL] So who is [PII] with? Is she with out of [PII]'s office?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] And that's been verified?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because she had given me that information.
[CUSTOMER][NEUTRAL] She wanted it sent to Emilio's I guess email the [PII] on file.
[AGENT][NEUTRAL] OK, so I'm looking at the notes now. I see if she wants my ID cards.
[AGENT][NEUTRAL] Um, yeah, I mean, go ahead and put her through. I'll talk to her.
[CUSTOMER][NEUTRAL] I mean is this something that you guys even deal with just so I know in the future or no or?
[AGENT][NEUTRAL] Yes, yes, we.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Alright, let me go back to her and then I'll transfer over thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Hello, is this [PII]?
[CUSTOMER][NEUTRAL] Yes, hello.
[AGENT][NEUTRAL] Hello, can you hear me OK?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] I said, can you hear me OK?
[CUSTOMER][POSITIVE] I hear you very, very well, and thank you for your help. My name is [PII]. I am the assistant of the agent [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the reason that I'm calling, I would like to have a copy of a specimen contract for the group.
[CUSTOMER][NEUTRAL] [PII] worldwide. The group number is 24245.
[CUSTOMER][NEUTRAL] So what I need is, is a copy of the specimen contract for them, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that all you need is just a copy of their Swissman contract? It would be the group master. It's the group master policy. Is that what you're needing?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, yeah, I can, I can pull that and send it over to you. I say I can.
[CUSTOMER][NEGATIVE] No, I need that I need for the for the whole group, not like the participants one by one, no, no, specimen.
[AGENT][NEUTRAL] No, no, this is the master policy is for the group.
[CUSTOMER][POSITIVE] Yes, thank you much. And the email will be [PII].
[AGENT][NEUTRAL] OK, I've got [PII]'s email. Let me double check and make sure everything's been uploaded to our system.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] And your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Nice name. Mhm.
[AGENT][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Well, my system is taking a nice long time and opening up.
[CUSTOMER][POSITIVE] Great. How come? [PII].
[AGENT][NEUTRAL] I, no kidding.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the [PII] for the.
[CUSTOMER][NEUTRAL] It's Chinese, that's why.
[AGENT][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] Yeah, so you need to have a drink tonight because uh it's, it's Christmas, yes, it's a [PII] today, uh, tomorrow is the, the [PII], you know, and they said it's the snake year this year.
[AGENT][NEUTRAL] I need to, need to party.
[AGENT][NEUTRAL] The year of the snake. OK.
[AGENT][NEUTRAL] OK, I do have the master, master policy for the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will.
[CUSTOMER][NEUTRAL] This is this is what we call the specimen contract, right?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will send this over to [PII].
[CUSTOMER][NEUTRAL] Yes, at [PII]. Correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh-huh. Thank you, you want me to be on hold with you while you're sending it or it's OK, we'll be receiving it?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's a pretty big file, so it's, it's a large file, um, there's 48 pages to it.
[CUSTOMER][NEUTRAL] Oh, OK. OK. And I hope, uh, are you gonna send it to Excel or PDF?
[AGENT][NEUTRAL] It's a PDF, um, since it's a, since it's a contract, yeah.
[CUSTOMER][POSITIVE] OK, great, great, yeah, because Excel is gonna be 100.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, my dear, thank you very, very, very much for your help.
[AGENT][POSITIVE] You're, you're quite welcome. Is there anything else I can do for you, [PII], while I have you on the phone?
[CUSTOMER][POSITIVE] No, thank you for today. I'm fine. Thank you much. Bye-bye now. Bye.
[AGENT][POSITIVE] All right. Thank you for calling APL. You have a great day. Mm bye bye.
[CUSTOMER][POSITIVE] You too. Thanks.