AccountId: 011433970860
ContactId: 7220d2e9-4d63-4190-b2cc-89b6afe54de5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474799 ms
Total Talk Time (AGENT): 264464 ms
Total Talk Time (CUSTOMER): 200878 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/7220d2e9-4d63-4190-b2cc-89b6afe54de5_20250212T21:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I'm calling on behalf of our broker [PII]. Uh, we have one of our clients that need to update their address.
[AGENT][NEUTRAL] Yeah, um, if you could please for documentation purposes if you could please email us all the information and I can give you our email address we can process that for you.
[CUSTOMER][NEUTRAL] OK and uh will it require anything additional, so it's just be sending you an email and then it would be processed?
[AGENT][NEUTRAL] Yeah, it just if you can, so one of your insured needs to be the address needs to be updated, is that what you said?
[CUSTOMER][NEUTRAL] Yeah, so it's a company, so one of our, yeah, one of the companies did their address updated.
[AGENT][NEUTRAL] Oh, the whole company needs the address updated.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so if you'll send us an email and just put of course what company um it is and then what the new address is you can also put the old address if you want to just so that we can make sure that we have the correct documentation for that as well um so we can match if we need to and then we'll just send it over to our customer service department and then they will get it updated and then send you an email back.
[CUSTOMER][NEUTRAL] OK, and is there any way to do it over the phone if I were to call customer service directly maybe?
[AGENT][NEUTRAL] Um, I don't know. I, I mean, I can definitely try to get you over to customer service and they can, um, see and if they can. I just don't like to take stuff over the phone just because documentation purposes, like if it didn't happen, like if it comes back and it was like why was this changed? So, um, I can definitely put you on a brief hold and I can get you over to customer service and we can see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sure and uh when it comes to the email that you were recommending, what is it the care team? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well you can do care team so you called broker resources so we're sales at [PII].
[AGENT][POSITIVE] And so we that's OK that's OK um care team is but they can also update as well so you can do either we can we can both help you so totally up to you on who you wanna email.
[CUSTOMER][NEUTRAL] Oh, my apologies
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, no, no worries if yeah, if you could just transfer me to uh customer service I'll just try try to handle it over the phone.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, give me just a second, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][POSITIVE] It's my favorite. It's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][POSITIVE] What you doing over there? I'm good.
[CUSTOMER][NEUTRAL] Girl, girl, you name it, we do it, what are you doing over there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know, right? I know. Same. I've been missing you. I feel like I haven't needed you as much without working with [PII].
[CUSTOMER][NEGATIVE] Oh, we don't, we don't interact anymore. Oh my God.
[AGENT][NEUTRAL] No, I know, cause I got, well, I didn't get moved off of [PII]. I said bye, I need a break, and I need to move on.
[CUSTOMER][MIXED] Yeah, I wish I could do that over here. Oh my God. I mean, I, I don't hate him or anything. I mean, I don't, I don't know him to hate him, but oh, you know, I just, his work so complicated.
[AGENT][NEUTRAL] Girl.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] It's so complicated. I just was like, I'm not learning anything or like advancing because everything is wrong all the time. Like, how is this helping me?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Thank you, that, that's, that's how I feel like, I feel like I do so much back and forth, back and forth, back, I mean, it's like ping pong, you know, you know, oh my God.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, yeah, no, I tell you.
[AGENT][MIXED] I feel you. I miss you.
[CUSTOMER][NEUTRAL] Oh, I know you do. What you got going on today though? What you got going on?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not, not too much. I just, I have a broke or I have his name's [PII] I believe, but he's calling on behalf of a broker and he wants to change a company address. I asked him to email it to us, but he wants to do it over the phone. I think you guys can take stuff over the phone. I just don't, I like documentation.
[CUSTOMER][NEUTRAL] Oh God
[CUSTOMER][NEUTRAL] Yeah, that's what I'm about to say we've got to have something.
[AGENT][NEUTRAL] Well, I mean,
[CUSTOMER][NEUTRAL] From the broker's office of the company letterhead.
[AGENT][NEUTRAL] That's what I thought. So I, I knew that customer service sometimes does do um changes over the phone, but I was like I'm not, I was like I can get up I we can call customer service and see, but.
[CUSTOMER][NEUTRAL] What's he do change the address?
[AGENT][NEUTRAL] Yeah, changing the company's address.
[CUSTOMER][NEUTRAL] Holy cow zones, I, I know I need some company letter. What is that? What's that group number?
[AGENT][NEUTRAL] Um, I don't have the group number. We didn't get that far because I just wanted them to email me. Do you wanna tell him the same thing? Do you wanna say I would like to have documentation as well if you wanna email?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, we've got, I, yeah, I really need documentation something from, I mean for all I know he could be a um.
[CUSTOMER][NEGATIVE] An employee wants all the information come to, you know, a disgruntled employee.
[AGENT][NEUTRAL] That's no, and that's exactly right. Well, do you wanna talk to him and tell him the same thing and then um give him your email like is I because, well, if it, if he does care team, he has care team's email, so it's like you can email care team and they can handle it too.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A lot of people don't. I have one broker who just will not go to the care team.
[CUSTOMER][NEGATIVE] Just will not just absolutely will not.
[AGENT][NEUTRAL] Well, I mean, yeah, I mean, I don't.
[CUSTOMER][NEUTRAL] Yeah, he's locked in the 2 or 3 of us and that's, that's it, that's all he'll deal with.
[AGENT][NEUTRAL] I mean I can join you guys and say that or I can go back and what I don't know whatevers.
[CUSTOMER][NEUTRAL] And you know,
[CUSTOMER][NEUTRAL] Just put him on the phone with us and just let's let's see between two of us we can't convince him that we've got to have this in documentation.
[AGENT][NEUTRAL] OK, let me tell him let me I'm gonna join all of us and then I'll tell him, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so I do have customer service on the phone. This is [PII], um, she's gonna ask for documentation as well, so an email so you can email care team or you can email [PII].
[CUSTOMER][NEUTRAL] Yes sir, we have to have something that shows something from the broker's office or or from the group um group letterhead that shows that they did make, you know that the broker either requested the change or that the group requested the change.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Oh OK and is there any way to do it through uh the APL uh website through the admin?
[AGENT][NEUTRAL] I don't know, no, I don't think that you can make changes to a company in terms of a um like a address. You can only make updates and changes to an individual policy, so an insured.
[CUSTOMER][NEUTRAL] Now that
[CUSTOMER][NEUTRAL] Right. A change, delete, things like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK and uh what is the typical turnaround time if I were to email uh the, the customer service if you'll just shoot it to us, if you'll shoot it to sales and Morgan if you'll shoot it straight to me, I will get it changed.
[AGENT][NEUTRAL] OK, I can do that. So if you'll send it to [PII].
[AGENT][NEUTRAL] And give us the updated address, then I'll send it to [PII] and she can get it changed immediately, OK? It's typically about 24 to 48 hours though just on a normal day if you were just to email it, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, so I'll send it over to sales also provide the the company uh group number as a reference to.
[AGENT][POSITIVE] Perfect. Yes, perfect. Thank you so much.
[CUSTOMER][POSITIVE] Oh yes, please.
[CUSTOMER][POSITIVE] OK, OK, no worries. Well, I appreciate, uh, your guys' help. I'll be sending that email shortly. Alright, thank you, sir.
[AGENT][POSITIVE] Of course, have a great day. Mhm.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Right.