AccountId: 011433970860
ContactId: 4d54acc4-216f-48f3-8a42-f3d3385a4300
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425399 ms
Total Talk Time (AGENT): 237238 ms
Total Talk Time (CUSTOMER): 117757 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/4d54acc4-216f-48f3-8a42-f3d3385a4300_20241231T14:24_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], this is [PII] in billing. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, I'm doing well, thank you. uh, so I have a question and possibly need to transfer someone over to you, um, so it's regarding group 17,220 for Alexander and Gree Insurance and I have [PII] on the line and she's listed as a group contact, but I'm assuming she's also the agent with the agent's office. It looks like this is for the agent. This group is for the agent's office, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she was just calling about a refund that we sent which happened to be on [PII] who's listed as the agent and so she said that he's retiring and that she will be taking over and she said that she was appointed um but I I'm assuming she needs to get the agent information updated and so I was thinking you guys could help her with that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yeah, mhm, yeah, definitely, yes, for sure. Yeah, I'll talk to her. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, here she comes. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. Um, she was explaining to me that I guess [PII] is retiring and then you're going to be the agent of record for this group. Is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] We need
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, for all of, um, I think we have two with you guys, us and CW Fisher Electric.
[AGENT][NEUTRAL] OK, so let's see. So this is Alexander and Gree Insurance. Do you have the group number for that other company?
[CUSTOMER][NEUTRAL] It is um.
[AGENT][NEUTRAL] If not, I can look it up by name.
[CUSTOMER][NEUTRAL] A few weeks
[CUSTOMER][NEUTRAL] We are 17,220 I think they're like a similar number to our number.
[AGENT][NEUTRAL] OK, what was the name of the other company?
[CUSTOMER][NEUTRAL] CW Fisher Electric.
[AGENT][NEUTRAL] OK, hold on one second. Let me pull that up really quick.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 17222.
[AGENT][NEUTRAL] 17222. OK, one second.
[AGENT][NEUTRAL] Oh, there it is. OK. And when, do you know when this is supposed to go into effect?
[CUSTOMER][NEUTRAL] Um, as soon as possible, so.
[AGENT][NEUTRAL] Or when he's retiring.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 121, we had canceled him off 121, so 121.
[AGENT][NEUTRAL] At the [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, hold on just one second. Let me see exactly what we're gonna need to get that changed over. Do you mind holding for just one second?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, sorry to bother you. Um, I have an account manager. Well, OK, so I have this group, they have two groups. Hold on, you can't see me because my camera's turned, sorry.
[AGENT][NEUTRAL] Oh, you know my camera came on. Anyways, OK, why is that not working? Oh, never mind. You know what, I'm just, it's my camera is jacked up, sorry. OK. So group 17222 CW Fisher Electric and group 17,220 is by [PII], He's the agent of record.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And I, I
[AGENT][NEUTRAL] I guess the lady, OK, hang on, let me get 17,220. Let me look at that because that's the one she called in on. So [PII] is a contact for this group, 17,220, and I, which is owned by [PII] or the agent record is [PII], and he's also, he's also the agent worker on [PII]. So I guess these are these are his two companies.
[AGENT][NEUTRAL] And he is retiring, I guess he's retired as of [PII], and [PII] said that she's gonna be the new agent and that she's been appointed. What information do we need?
[AGENT][NEUTRAL] So that we can change her as an agent or record on this if that's the case.
[AGENT][NEUTRAL] Is that where you go? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Her name is [PII], which she's listed as the group contact under [PII] along with [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, so she needs to send, she needs to go, so we do need to have her appointed because she thinks she's appointed. I'm like, um, OK, OK.
[AGENT][NEUTRAL] OK, alright, OK, so she needs to get her appointment paperwork. She needs to go to the agent appointments and fill all that information out.
[AGENT][POSITIVE] OK, OK. No more forms shop. OK, perfect. OK, thank you so much. I appreciate it. Have a happy New Year.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Alright, sorry for that, Mr. [PII]. OK, so I checked with our licensing department and they said that they don't have your appointment. Did you actually fill out, did you get the no more forms thing and fill out all your agent appointment information and submit your documents?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, gosh, I don't know.
[AGENT][NEUTRAL] To be appointed with APL.
[CUSTOMER][NEUTRAL] I don't remember um it was a while ago, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, if you want to give me your email address, I can email that information to you with the link and then you'll just need to fill out the information and submit, you know, like whatever information it's asking for. They'll ask you about your license information and your ENO insurance and all of that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's your, OK, what's your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK. And is this a good contact number for you, the [PII]?
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] OK, perfect. OK, I will send you an email here in just a little bit and you just need to fill all of that out and send that back and we'll see what we can do about getting you assigned as the agent or record for these groups.
[CUSTOMER][POSITIVE] OK great and then also an agent with APL in general OK.
[AGENT][NEUTRAL] OK. Mhm. Mhm.
[AGENT][POSITIVE] Yes, yes, that as well, yes, yeah, all of that good stuff, yeah, OK.
[CUSTOMER][POSITIVE] OK great
[CUSTOMER][POSITIVE] Perfect alright thank you so much.
[AGENT][POSITIVE] All right, well, well you have a great day and [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too thank you so much.
[AGENT][POSITIVE] Mhm. Thanks. Mhm, bye bye.
[CUSTOMER][NEUTRAL] Bye