AccountId: 011433970860
ContactId: 5896939e-35c6-4638-8050-057d6531b7df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 670619 ms
Total Talk Time (AGENT): 178418 ms
Total Talk Time (CUSTOMER): 195897 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/5896939e-35c6-4638-8050-057d6531b7df_20250224T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm a broker in [PII].
[CUSTOMER][NEGATIVE] I've had a lot of problems with APL over the last 3 years I've been dealing with when my clients are no longer employed somewhere I want to keep their policies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] In 3 years I've had 1 person successfully transfer their policies from payroll to direct.
[AGENT][POSITIVE] Oh, sorry to hear that.
[CUSTOMER][NEGATIVE] Just kind of see what I could do to help out because my Allstate clients, probably about 10% of my clients that leave their employment keep their Allstate. So APL is losing money, that's all my, and more importantly, our clients are losing their coverage.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, absolutely. Do you know what's happening when they're trying to like transfer coverage or?
[CUSTOMER][NEUTRAL] I was informed in the beginning.
[CUSTOMER][NEUTRAL] That when they were removed from the invoice, APL would send the paperwork at home.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Then I found out that if that doesn't work, there was a phone number they could call and I started handing out the phone number and that wasn't working.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And then I was informed that I had to have use a special email um that I was supposed to send people. So a couple of weeks ago, I used it for 2 people, and people were like, we still haven't received anything in the mail from APL to keep our policies.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Kind of like to know how our clients can keep their policies.
[AGENT][NEUTRAL] Yeah, absolutely, and you said your first name again was [PII], correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], I'm so sorry, [PII], I apologize.
[CUSTOMER][NEUTRAL] No that's right, it's my [PII] slur.
[AGENT][NEUTRAL] All right, um, do you mind giving me like a group number that you're working with so I can have that information?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see, let's pull up center county government.
[CUSTOMER][NEUTRAL] This is a big one they have high turnover because they're county they have 500 employees.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Center County government is.
[CUSTOMER][NEUTRAL] 25755
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And our brokerage firm is R&B Insurance.
[AGENT][NEUTRAL] Alright, and the agent is [PII] over there at R&B, OK.
[AGENT][NEUTRAL] Alright, um, alright, let me see, [PII] what we need to do to to see if we can streamline this for you guys and so hopefully there's not as many issues. Is this [PII] a good callback number if anything happens on our call?
[CUSTOMER][NEUTRAL] [PII] is my cell phone, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me place you on just a brief hold and see how we can get this resolved for you. Do you mind holding a moment?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't mind and when you come back if there's complete silence, give it a few seconds. They tore down the cell phone tower tower next to my office, so my service goes in and out.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, no worries. We do. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I feel like that would maybe.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm like getting all the weird ones to.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][NEUTRAL] I'm good thank you for asking um I have a broker on the line. His name is [PII]. uh the reason he's calling is he has some concerns about some groups. um, he said that a lot of his groups are having trouble with like continuing and like courting a policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so he's wanting to know the best way I guess to kind of streamline this um he did give me one group number but he did say I guess there's a couple groups so is that something maybe you could help him with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, what's the group number?
[AGENT][NEUTRAL] The one that he gave me was 25755.
[AGENT][NEUTRAL] It's for center county government. He said it's one of his largest groups.
[CUSTOMER][NEUTRAL] Why are they having problems?
[AGENT][NEUTRAL] He said that when he had talked to us, I guess before that they were told, you know, when people leave that they should be getting some sort of communication from us about continuing reporting the policy. Um, he says that they're not getting that and then he was given, I guess, a link to forward on to people and they're having problems with that. So I guess they're just not receiving the communication.
[CUSTOMER][NEUTRAL] I wonder if that was sales that sent them that link because we don't send links.
[AGENT][NEUTRAL] Oh, yeah, it may have been.
[CUSTOMER][NEUTRAL] Oh, OK, I'm gonna try to help him, but I'm wondering if I need to send him in sales because really when the p[PII] lapsed, they get a letter. If they're not getting it, they need to call us and let us know that that they need a one. I mean, I hate to say it, but it falls on the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] On their lap.
[CUSTOMER][NEUTRAL] It falls on the, yeah, it falls on the insured's lap really. It's the insured's responsibility to
[CUSTOMER][NEUTRAL] You see what I'm saying?
[AGENT][NEUTRAL] OK. Yeah, no, I do.
[CUSTOMER][NEUTRAL] Um, but let me go ahead and talk to him and like I said, I'm wondering if sales gave him a link because I didn't know we had a link to do that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, so yeah, and he did say when I patch him through, he did say if it's quiet for a second, give it a moment, um, he said, I don't know, sometimes their cell phones are weird, so.
[CUSTOMER][POSITIVE] OK. All right. I've got it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks, [PII]. I appreciate you. Here he comes.
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII] in the customer service department. How are you doing today, Mr. [PII]?
[CUSTOMER][POSITIVE] Doing well.
[CUSTOMER][NEUTRAL] I've got your information pulled up from one of the groups that you inquired about and what she was explaining to me is that you're basically calling a day to see about the portability option that's available for the insurance once they leave the group. There's a dilemma as far as they're not getting documentation and they are wanting to support.
[CUSTOMER][POSITIVE] Well, in 3 years I've had 1 client successfully transfer from payroll to direct.
[CUSTOMER][NEUTRAL] OK. That is it, so I need to find out what I could do to help my. Good. Clients, yeah, they do get.