AccountId: 011433970860
ContactId: 4ad25b80-9a55-4033-b7e0-13601a7c5171
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260339 ms
Total Talk Time (AGENT): 110505 ms
Total Talk Time (CUSTOMER): 109152 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/4ad25b80-9a55-4033-b7e0-13601a7c5171_20250522T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from insurance underwriters. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm doing pretty good. Um, I was reaching out because back on [PII] I sent our APL rep a couple of agent of record change letters and I haven't received any anything back or any confirmation. I reached out to him but I was calling to see if they were processed because I am needing uh the group's renewals.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what, um, what broker, so what, who are the people that you're that you're checking on?
[AGENT][NEUTRAL] You said you had an agent or record change? Mhm.
[CUSTOMER][NEUTRAL] Um, OK, so it's it, yeah, yes, um, first group is, uh, this is gonna be for HA contracting and Mac Construction. Mac Construction's APO group number is 251.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 72
[AGENT][NEUTRAL] Yeah, that's being updated. Who's the who's it being changed to for the agent of record?
[CUSTOMER][NEUTRAL] [PII] with 4 quotes.
[AGENT][NEUTRAL] I do see [PII], uh, see I have [PII] with in his, I see him on here as an agent of record.
[CUSTOMER][NEUTRAL] OK, through 4 quotes.
[AGENT][NEUTRAL] Um, it says it's with admin. Um, I don't know, it doesn't show me the agency. Hold on, let me see if he's tied to hang on just a second, let me go to another screen.
[CUSTOMER][NEUTRAL] The agency for quote.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I installing, give me just a second.
[AGENT][NEUTRAL] Looks like he's still with insurance underwriters.
[CUSTOMER][NEUTRAL] Yep, yeah, the insurance, um, insurance underwriters is for quotes, yeah, it's the same.
[AGENT][NEUTRAL] So that's the same.
[AGENT][NEUTRAL] OK, OK, OK, OK, cool, yeah, that's what I show.
[CUSTOMER][POSITIVE] And then, and then, oh awesome OK so the next one is HA contracting and the group number is 25169.
[AGENT][NEUTRAL] OK 251-69, give me just a second.
[AGENT][NEUTRAL] HNA contractors and is it the same agent?
[CUSTOMER][NEUTRAL] Yep, [PII] with um 4 quotes insurance underwriters.
[AGENT][NEUTRAL] Uh-huh. Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome, um, OK, so that answers that could you tell when that was effective?
[AGENT][NEUTRAL] Mm, let's see if it says on here give me just a second.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] They contracted well I don't know if that's [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] I know that
[CUSTOMER][POSITIVE] Oh awesome OK.
[AGENT][NEUTRAL] Yeah, I think that's what it shows on the screen. They contracted to [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK, that's great news. So then, um, thank you so much for confirming that. I really appreciate it. um, then I'm, I'm needing copies of the renewals.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The renewals. OK, let me see. Let me, let's see, that one doesn't renew until December. Oh no, yeah, December. Hang on, that was on that was on that was on Mac. Let me check the other one. Hang on. That was on Mac and MAC construction.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Oh, OK, so they don't renew, they don't renew.
[CUSTOMER][NEUTRAL] OK, they're probably the same.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, they're both in December, so the renewal paperwork won't be ready until 3 months prior to December.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it'll be sent out to [PII] at that time.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] At that time, OK, awesome well you've been um wonderful I appreciate you. I hope you have a great rest of your day.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] You're most welcome. You have a great day too, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye bye.