AccountId: 011433970860
ContactId: 8d8dd992-71a0-4dde-b9c0-888277663939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213539 ms
Total Talk Time (AGENT): 103344 ms
Total Talk Time (CUSTOMER): 80613 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8d8dd992-71a0-4dde-b9c0-888277663939_20250602T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], um, my name is [PII]. I'm calling from the Coyle Kylie Insurance Agency, and we have a group that is with you guys. Um, the account number is 19253, and that is, uh, surplus management doing business as water surplus.
[AGENT][NEUTRAL] OK. All right. I've got that. Let me pull it up.
[CUSTOMER][NEUTRAL] And, and
[CUSTOMER][NEUTRAL] Oh sure, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just gonna pull up your group real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so basically this group.
[AGENT][POSITIVE] All right. And how can I help you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well they got bought by another company, so I need to change the name of the company slightly there's a new EIN number um how do we do this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I'm gonna need to do is transfer you on over to uh broker resources Ms. [PII].
[AGENT][NEUTRAL] And what is the name of that agency that you're with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Coyle Kylie.
[AGENT][NEUTRAL] OK, thank you so much and can you just verify the surplus management physical address for me?
[CUSTOMER][NEUTRAL] Um, yeah, hang on a second.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you and then one more verification, can you give me their phone number?
[CUSTOMER][NEUTRAL] Um, I have [PII].
[AGENT][POSITIVE] OK, thank you so much and it's gonna be a quick hold while I transfer you on over to broker resources so that they can help you as far as getting this group changed.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, no, not really. I'll just, uh, explain everything to them and because this group renews [PII], see, so I need to figure out how to do a couple things here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, absolutely. It's gonna be a brief hold and I'm gonna get you some help. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] OK, thank you so much yeah you too thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] For calling APL, this is [PII].
[AGENT][NEUTRAL] Hi, this is [PII] in the care team. I've got, um, I've got Miss [PII] on the phone. She is with Coyle Kylie Insurance Agency.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] She's calling about group number 19253 surplus management.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She was able to verify the group for me. Uh, she said that they're going through some major changes that another company is buying the group, and she has many questions about it that she needs help with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, so, uh, we will definitely see what we can do.
[AGENT][POSITIVE] OK. All right. Well, thank you. You have a blessed day.
[CUSTOMER][POSITIVE] Thank you. Yes, you too.
[AGENT][NEUTRAL] Mm bye-bye.