AccountId: 011433970860
ContactId: 89069116-dc3f-48cd-abc1-f75fdd1470a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297200 ms
Total Talk Time (AGENT): 158300 ms
Total Talk Time (CUSTOMER): 157098 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/89069116-dc3f-48cd-abc1-f75fdd1470a7_20250606T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. My producer. Oh well, never mind, sorry, I was talking to multiple carriers today. Hey, I'm a broker and we, we use APL, but just we just have one account and we have just run through a lot of sales reps and so now I don't know who my contact is and I've got an issue and I need help with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can try. What are you?
[CUSTOMER][NEGATIVE] So, OK, well um I have a terminated employee that the group notified us and they didn't get termed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the term date was uh [PII] and so I need to get them turned off of their um invoicing credited for next month.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And I sent it to [PII], but it came back, so.
[AGENT][NEUTRAL] Yeah, can you send your email to me instead, excuse me.
[CUSTOMER][NEUTRAL] I can
[AGENT][NEUTRAL] Excuse me, um, Kain is no longer with us, so if you'll send it to [PII] at a [PII] that will come to me and I will send it through to billing and then I will get that um.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I just sent it to, I just sent it there so you should be getting it because I, I copied well I sent it I sent it to [PII] is that correct?
[AGENT][NEUTRAL] Oh you send it to billing or to sales?
[AGENT][NEUTRAL] Yeah, I guess maybe I, OK.
[CUSTOMER][NEUTRAL] OK, yeah, I just did that and but I copied [PII] and [PII] on it because I didn't have a contact over there so I didn't know who, so who is our rep now like.
[AGENT][NEUTRAL] Well, that's OK, yeah.
[AGENT][NEUTRAL] Um, let me see, are you, so you're a broker, correct?
[CUSTOMER][NEUTRAL] I am, yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, what's your last name?
[CUSTOMER][NEUTRAL] [PII] and we're with the renew consulting group.
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's your agency name one more time?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Renew
[CUSTOMER][NEUTRAL] Consulting
[CUSTOMER][NEUTRAL] I think I have my number do do yeah, I've got my num agent number if I need it or broker number.
[AGENT][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] To make sure that that has he um emailed you yet?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, not that I'm aware of.
[AGENT][NEUTRAL] The rene well I guess renew consulting group LLC um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that you in uh [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] Yeah, 1615233 yeah.
[AGENT][NEUTRAL] Um, read out what number were you giving me? Oh, you.
[CUSTOMER][NEUTRAL] That's our producer number or that's.
[CUSTOMER][POSITIVE] Yeah, that's the one I have here for you all.
[AGENT][NEUTRAL] What number was it?
[CUSTOMER][NEUTRAL] 1615233.
[AGENT][NEUTRAL] OK, hold on, um.
[CUSTOMER][NEUTRAL] But we're in [PII], so yeah.
[AGENT][NEUTRAL] Man Manola. Excuse me if that's, is it Manolo?
[CUSTOMER][NEUTRAL] Mineola, uh-huh.
[AGENT][NEUTRAL] OK, so this must be you.
[CUSTOMER][NEUTRAL] It's mini a little bit, yeah.
[AGENT][NEUTRAL] So I have [PII], um, so [PII] is your contact, your, um, and he is on the same level as like [PII], but we are broker resources, so we can also handle, yes, we can handle the things as well, so both. He's, yeah.
[CUSTOMER][NEUTRAL] OK, that's us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So you can help.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's perfect. I just wanted to make sure I sent it to the right place. I just wanna make sure it wasn't going because it was kind of time sensitive and I was like I don't wanna just send it and assume that it's going to the right place, so.
[AGENT][NEUTRAL] No, of course.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, 100%, yeah, um, I don't have your email quite yet.
[CUSTOMER][NEUTRAL] Is there gonna be a problem? Will they typically credit here I um.
[AGENT][NEUTRAL] Uh, it's their decision, but they should, yes.
[CUSTOMER][NEUTRAL] Uh, OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And will I get a confirmation?
[AGENT][POSITIVE] Yes, once it's complete, yeah, they'll send you a compliment um uh billing will send you.
[CUSTOMER][NEUTRAL] Or how does that work?
[AGENT][NEUTRAL] A confirmation.
[CUSTOMER][NEUTRAL] I'm just gonna send this to you.
[CUSTOMER][NEUTRAL] Again, just in case, cause I did get.
[CUSTOMER][NEUTRAL] I guess because [PII] and [PII] and all of them came back so.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Yeah, send it to me again.
[CUSTOMER][POSITIVE] Um, and my email's been taking a while, so just if you'll just reply back and let me know you got it, um, that would be great just since we're having a delay and then, uh, I appreciate it, [PII], thank you for handling this for me.
[AGENT][NEUTRAL] Oh, you're OK.
[AGENT][NEUTRAL] I sure will.
[AGENT][NEUTRAL] I sure will.
[AGENT][NEUTRAL] Yeah, of course I'll get it sent over yeah I'll get it sent over and then just keep that email because that this is actually my um not my personal email address but the email address that I work out of if that makes sense. So [PII] is your RSM and then and then we are just your broker resource for everything if you can't get a hold of him or need you know whatever well either one.
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] No, it does, yeah.
[CUSTOMER][POSITIVE] Hey, I just needed, yeah, that's all I need, so that's perfect right there, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Get you handled.
[CUSTOMER][POSITIVE] Alright, well, thank you so much. Uh-huh.
[AGENT][POSITIVE] Of course. Hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye