AccountId: 011433970860
ContactId: 8237e0e6-20d0-4e51-8412-4a61eeab2ebd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132899 ms
Total Talk Time (AGENT): 56015 ms
Total Talk Time (CUSTOMER): 86722 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8237e0e6-20d0-4e51-8412-4a61eeab2ebd_20250207T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII], hi, this is [PII]. [PII], you guys just sent me a quote for a new group, uh, called AGK Consulting. It's an old client of mine. They've had, uh, gap insurance with Transamerica, and they're just fed up because they get no service. It's really awful. So I'm gonna switch them over to APL for [PII], and I spoke to [PII] and she took care of it, got me a quote.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if I remember correctly, they're gonna let us um take the policy for 6 months and then when their [PII] renewal comes about we can renew both of them at the same time. That's the only question that I have left uh to ask before we enroll the group.
[AGENT][NEUTRAL] So, so they're coming on [PII], but then also wanting to renew in 6 months, is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, because that's open enrollment for the company.
[AGENT][NEUTRAL] Yeah, so on the master application when that's filled out on the very, very top.
[AGENT][NEUTRAL] It has the effective date on the left side and then on the right side you can put whatever 6 months from now is no.
[CUSTOMER][POSITIVE] OK perfect alright.
[AGENT][NEUTRAL] Yeah, you can just put it in there for 6 months from now of [PII] and then we'll just make a note in that whenever we set the group up on our side.
[CUSTOMER][POSITIVE] Alright, so it, it'll work OK.
[CUSTOMER][POSITIVE] OK, alright, let me tell the owner that. OK, thank you very much.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] Alrighty, and can you just go ahead and can you send me the paperwork because she's gonna wanna move forward. I know it she's, she's happy to get out of. I've told her a lot of good things about EPL, and she's happy to get rid of Trans America. So if you could just email.
[AGENT][POSITIVE] Have a good day. Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, so just a master application for um.
[CUSTOMER][NEUTRAL] Yeah, the master app and I already have the proposal, so all I need is the master app and we should be good to go with this spreadsheet. I'm gonna need the spreadsheet.
[AGENT][NEUTRAL] For meddling? OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, for enrollment purposes?
[CUSTOMER][NEUTRAL] Yeah, you know, whatever I need, I guess it's two attachments. One is the application and the other is the spreadsheet.
[AGENT][NEUTRAL] OK, I'll send it over.
[AGENT][NEUTRAL] OK, I sure will.
[CUSTOMER][POSITIVE] Perfect thank you so much appreciate it.
[AGENT][POSITIVE] Of course. Have a good day, bye.
[CUSTOMER][POSITIVE] Thanks bye.