AccountId: 011433970860
ContactId: 4a89f698-a8c9-4d1a-9a2c-3c1f4623ff9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305589 ms
Total Talk Time (AGENT): 107756 ms
Total Talk Time (CUSTOMER): 112870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4a89f698-a8c9-4d1a-9a2c-3c1f4623ff9d_20250514T15:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hi, so, um, I need to, I was going through my account and we just had a new renewal in May in um [PII], and I noticed that one of the employees was not transferred over to the new, um, into April's renewal, and I wanted to see if we can add him.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, let's see what we can do. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] May I have a car
[CUSTOMER][NEUTRAL] And I could give you our group number?
[AGENT][NEUTRAL] Uh, go ahead with the group number and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK. Group number is 18158.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my direct number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And it's on Future Energy Solutions.
[AGENT][NEUTRAL] OK. All right. And let me have the mailing address for verification.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me go through the notes really quick, OK? One moment. And you said it was furniture Energy Solution, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the name of the insured?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Ms, I don't see uh your name here. Um, you're calling on behalf of the group, correct?
[CUSTOMER][POSITIVE] On behalf of the group, correct, yes.
[AGENT][NEUTRAL] Um, do you know who's the contact person?
[CUSTOMER][NEUTRAL] Uh, the contactless would be [PII], which is a broker, [PII].
[AGENT][NEUTRAL] OK, yeah, the broker is smart, um, but OK, we have a different contact person for this group, um.
[CUSTOMER][NEUTRAL] Do you have um [PII]?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Then I don't know who you may have, because those are the two. [PII] is a contact person at [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII] was our old uh HR person.
[CUSTOMER][NEUTRAL] Do you have [PII]?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes. Is she available?
[CUSTOMER][NEUTRAL] OK because she's she's not in today. She's at the uh working from home, so you would have to speak with her?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] We need authorization, correct. Mhm, because I don't see your, if I had your name anywhere, yeah, I could just go ahead and go over it and see what we can do, but yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll call again tomorrow that I have her here in the office with me so she can give you the authorization.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, she can also send us an email requesting the information to be um updated uh with the, I don't know if they have any um forms to add any employees, but she can also send us an email if she needs to, OK, or send us an email to add you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To, uh, adding to
[CUSTOMER][NEUTRAL] To add me or to add [PII]?
[AGENT][NEUTRAL] To add [PII], to add you, to make any changes.
[CUSTOMER][NEUTRAL] OK. OK, perfect. And what's the best email to send it to? [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] OK perfect I'll do it tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Miss?
[CUSTOMER][POSITIVE] No, that's it for now. Thank you so much for your help.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.