AccountId: 011433970860
ContactId: 834cf449-6357-412a-9e7c-6c84939ddfd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335260 ms
Total Talk Time (AGENT): 109412 ms
Total Talk Time (CUSTOMER): 101536 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/834cf449-6357-412a-9e7c-6c84939ddfd7_20250123T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing good thank you for asking. uh, [PII], can I give you the group number I'm calling in reference to?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, group number is 24,050.
[AGENT][NEUTRAL] OK, and what's going on with this group?
[CUSTOMER][NEUTRAL] What I need is uh the renewal proposal that was used for the group for the renewal so I can submit to you guys right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][POSITIVE] I'll stay with you on the phone just to make sure I get it.
[AGENT][NEUTRAL] Remind me of your email.
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] [PII], you got it?
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] Yeah, perfect.
[CUSTOMER][POSITIVE] Yeah, thank you. OK.
[AGENT][NEUTRAL] Mhm, yeah, of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK I just sent it.
[CUSTOMER][NEUTRAL] Alright, sit tight. Give me one moment. Let me make sure I get it. It's what I'm looking for and then we'll, we'll go from there.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, [PII], not what I'm looking for. What you sent me is the renewal letter and the coverage participation form.
[CUSTOMER][NEUTRAL] I am looking for the proposal.
[CUSTOMER][NEUTRAL] That was ran.
[CUSTOMER][NEUTRAL] Uh, for the group.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mm, of course, there's not one in here, um.
[CUSTOMER][NEGATIVE] Could be cause they're always wrong, they're always wrong.
[AGENT][NEUTRAL] Yeah, should be. We typically just sit outside the folders and
[AGENT][NEUTRAL] It's not here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me just make sure that I'm not missing it in 2024.
[CUSTOMER][NEUTRAL] For whatever reason, uh, I'm not saying this to you in a bad way, but [PII] seems to know where to get them. Like every time I call her, she knows, or I don't know if she has more access than you. I'm, I'm talking out loud. I'm not trying to, I'm not trying you or anything, agency and so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think you are. Uh, I mean, yeah, typically it's they're just right here, so I don't know why.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, well I'm gonna have to get with underwriting because I don't see your proposal in any of these folders that should just be right here.
[AGENT][NEUTRAL] I have one from in the [PII] folder, but
[AGENT][NEGATIVE] I don't wanna send.
[CUSTOMER][NEUTRAL] Do you know what I'm looking, it's like, it's like white and blue and it's like a couple of it's like 4 pages.
[AGENT][NEUTRAL] Yeah, yeah, I know what it is. I just am not seeing it because, yeah, typically whenever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whenever we get renewals like this, they just sit out.
[AGENT][NEGATIVE] Very obviously, and this is not the case.
[AGENT][NEUTRAL] Um, let me ask underwriting really fast and then once I get it, I will send it. I'll just forward it on to you because typically they're pretty fast.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Alright, you wanna call me when you do just so I, I go, I go look for it, please?
[AGENT][NEUTRAL] Yeah, and you want me to call you back?
[CUSTOMER][NEUTRAL] Yeah, if you don't mind.
[AGENT][NEUTRAL] Sure. [PII].
[CUSTOMER][POSITIVE] Yep, perfect.
[AGENT][POSITIVE] OK, all right, I'll give you a call once I get it.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yeah, of course, call you soon.
[CUSTOMER][NEUTRAL] Yeah, and I, yeah, the thing is I need it because I can't submit the renewal without it. Um, I, I, and, and the reason why I do this on purpose is because I always reference back to these things, um, when people ask me for rates and stuff, I go look for what I submitted and it and it's there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No, I totally understand um I'm sending them an email right now so.
[AGENT][NEUTRAL] Let me see if they can get me one sent um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I can give you a call back.
[CUSTOMER][POSITIVE] Alright great thank you [PII].
[AGENT][POSITIVE] Yeah talk to you soon.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] I