AccountId: 011433970860
ContactId: 659fed27-9bec-4e2a-ad9a-f5dc454227b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515369 ms
Total Talk Time (AGENT): 211409 ms
Total Talk Time (CUSTOMER): 230385 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/659fed27-9bec-4e2a-ad9a-f5dc454227b8_20250425T19:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. Um, my name is [PII], and one of your clients, [PII], um, has sent in a broker of record change which would be us, Acrosure, um, Partners. I wanted to make sure you received, I'm sorry, I just wanted to make sure you received her email of the broker of record change as well as the cancellation of policy 51.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] All right, Ms. [PII], and before we proceed, is it possible to get a callback number in the event that we get disconnected and then I can assist you further with that info verifying that information.
[CUSTOMER][NEUTRAL] Sure. Uh, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] [PII], Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the group name or the group number that you're inquiring about? Agent of record change?
[CUSTOMER][NEUTRAL] The group number sure is Candyrider LLC.
[AGENT][NEUTRAL] Alright, bear with me one moment while I pull that up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the information was emailed.
[AGENT][NEUTRAL] 2 R.
[CUSTOMER][NEUTRAL] It was emailed this yeah it was [PII] at [PII] this morning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], are you able to verify the group's mailing address for me, please?
[CUSTOMER][NEUTRAL] Yes, let me go with that. Oh, she didn't include that, um.
[CUSTOMER][NEUTRAL] The name is down on her letterhead.
[CUSTOMER][NEUTRAL] Let me go ahead and pull up there.
[CUSTOMER][NEUTRAL] OK, I'm showing the location uh with the zip code of [PII], [PII].
[CUSTOMER][NEUTRAL] Is that what you have for that?
[AGENT][NEUTRAL] No, ma'am. And you said that was Candy Writer LLC. So that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Yes, I have um a a group coverage number. Maybe that will help.
[AGENT][NEUTRAL] What's that number, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm showing um A as in apple, P as in Paul, S as in sugar, B as in ball.
[CUSTOMER][NEUTRAL] 22447
[CUSTOMER][NEUTRAL] And then in parentheses FL.
[AGENT][NEUTRAL] No, that's not gonna be one of our numbers, um.
[AGENT][NEUTRAL] The address you're giving me is not matching up. What was the
[CUSTOMER][NEUTRAL] Well, it's probably because it was probably because um all of these companies, these [PII], there were like 4 or 5 different companies, they merged into one group um called Still Front.
[CUSTOMER][NEUTRAL] So, um, [PII], we're the broker of record now, but, um, [PII] was the group.
[CUSTOMER][NEUTRAL] Um, I believe that has the um supplemental.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Benefit with you guys.
[AGENT][NEUTRAL] OK, um, what was the name of the agent prior to you guys is taking over?
[AGENT][NEUTRAL] Do you know that or the company?
[CUSTOMER][NEUTRAL] Would it be best if I, if I had the um client contact you because I don't have that information.
[CUSTOMER][NEUTRAL] All I know is that
[CUSTOMER][NEUTRAL] We were the new broker of record. I don't know who was the broker of record prior.
[AGENT][NEUTRAL] Because I wanna make sure I'm looking at the correct group and with the address not matching and just don't wanna say that we don't have it now I do have somebody that's checking right now in the care team to see if we've received an email um let me see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I can find like.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] I'm gonna suggest is maybe they resend it and.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Once they resend it, they do get confirmation, hey, we got it we're working on it we generally respond within 24 hours, um, that we at least that we got it and definitely that it's completed. So um if you wanna have them redo it maybe because she hasn't responded yet.
[CUSTOMER][NEUTRAL] Is that the correct, is that the correct email to send this to?
[AGENT][NEUTRAL] The care team at AM Public. Yes, ma'am.
[CUSTOMER][NEUTRAL] Care team at
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is
[CUSTOMER][NEUTRAL] OK, um, and if I can if I can obtain that um address and I call back, would you be able to look into this further?
[AGENT][NEUTRAL] Yes ma'am, and like I said I still have somebody looking into it um I just wanna make sure that this is the correct information now this group is active and they are current it's just the address isn't matching um and that's why I'm just trying to make sure because it could very well be a different entity entirely. um, I'm, I'm gonna suggest you verify the name to you since it did transfer over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you were stating it might be under different names, so that could be another thing too that could help narrow it down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, but [PII] is the correct, um, company you have a policy with.
[AGENT][NEUTRAL] I do show a candy writer in the system, yes ma'am. What was the other company? I think you said it was Darling.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, there's Still Front, there's Storm 8, yeah, there's quite a few other, um, entities, but, um, [PII] is the only one that you have a policy that they have a policy with you with.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The state that they're locating it and can you re-verify that too?
[CUSTOMER][NEUTRAL] Uh, for [PII].
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I know they're located here in [PII]. I don't know, I don't know where a [PII], you know, is registered, was registered.
[AGENT][NEUTRAL] OK, yeah, see, and the [PII] I'm having pulled up is showing [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. That, oh, that could make sense because in that policy number she put FL.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that's probably Florida. Yes. [PII] LLC in parent.
[AGENT][NEUTRAL] But we generally
[AGENT][NEUTRAL] have a 5 digit group number. So if they have excuse me, if they have that, we can definitely use that to pull up the information too.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, so I can call back with the address of [PII] and the policy number 5 digits?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And we'll be able to look into it in more detail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but that was the correct email that um that um request was sent to care team at [PII] and what is your usual turnaround time on response to emails?
[AGENT][NEUTRAL] Within 24 hours, um, and the care team is our central location, um, as far as all of our emails go there doesn't matter what department they get generated to the correct department to be processed so it's just to ensure that everything's handled daily and you guys get a response.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] Gotcha. OK. Well, I appreciate all the help. I'm gonna try and obtain this um information and I'll be getting back to you. Thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] That's it for now. Thank you.
[AGENT][POSITIVE] Thanks for calling APO and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.