AccountId: 011433970860
ContactId: 94a33fb7-ad50-46a3-a423-8715666c74b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 711570 ms
Total Talk Time (AGENT): 162077 ms
Total Talk Time (CUSTOMER): 360626 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/94a33fb7-ad50-46a3-a423-8715666c74b2_20250506T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII] and Booker Resources. How are you?
[AGENT][NEUTRAL] I'm [PII] how are you?
[CUSTOMER][POSITIVE] Good, can you check a group for me real quick?
[AGENT][NEUTRAL] What you get
[CUSTOMER][NEUTRAL] OK, it is 237-777.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did I hit my number?
[CUSTOMER][NEUTRAL] And [PII]'s office is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just a second line is.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEGATIVE] So slow today.
[CUSTOMER][NEUTRAL] I know I was spinning earlier, yeah.
[AGENT][NEUTRAL] OK, I got it up. What we got?
[CUSTOMER][NEUTRAL] OK, so this is a renewal. It looks like it came out on [PII], so the group's calling because I've got an an employee that's trying to.
[CUSTOMER][NEUTRAL] I guess file a claim or go to the doctor or something and they're not, you know, we haven't.
[CUSTOMER][NEUTRAL] It looks like the renewal has been was submitted on [PII]. I just didn't know if you see anything. I show it's still in renewal hold. I just wanted to double check that we're still have it in renewal hold or if you see when it may be released from the renewal hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I see that it's on there, but I have no idea who's working it. Hold on just a second.
[AGENT][NEUTRAL] That is a Louisiana group. Let me see if the lady is working it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Looks like she might be on a bathroom break.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] That's OK. I can, I can ping her and ask her. I just was just there, I guess want to know what's going on, OK.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Let me check. Let me see if [PII] can see. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do y'all work these in HubSpot now or are you working at working them in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, what am I trying to say this, what I say, the hub.
[AGENT][NEUTRAL] I believe they are working them in HubSpot.
[CUSTOMER][NEUTRAL] OK, OK, I'll go out there and see if I can see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That new business does the renewals, so I have no clue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See if I can see it under the hub thingy.
[AGENT][NEGATIVE] I don't even know how to get. Do I have a login for hotspot?
[CUSTOMER][NEUTRAL] That's OK. That's OK. No, that's OK. I, I looked at it, see it out there, so I was trying, I was trying to search out here on the on the customer engagement head, but I swear I can't find anything when I'm trying to search out here. I don't.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, they've changed a format on this or what? I just went, oh, that's weird anyways, OK, that's OK. I'll.
[AGENT][NEUTRAL] Yeah, I don't, I know some of the renewals still go through the um engagement.
[AGENT][NEUTRAL] Um, I'm not sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what they're listed under, um, I don't think they're like put in under the communication hub. I think they're just in there's in SharePoint somehow, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, you need to send it to broker resources. I just said I have broker resources on the phone, [PII].
[CUSTOMER][NEGATIVE] giving her a hard time.
[AGENT][NEGATIVE] OK, well, no, [PII] didn't help. Uh, oh, [PII]'s back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's OK. [PII]'s back, OK.
[AGENT][NEUTRAL] Yes, let me see. No, no, you're fine. No problem. Let me copy this message. Is it did you? I'm just gonna copy and paste.
[CUSTOMER][POSITIVE] Sorry, thank you for helping me.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, she's checking.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] I knew she'd probably be the one to help, but I thought maybe [PII] could help and she's a new business too, but I don't.
[CUSTOMER][POSITIVE] Well, hey, it takes it takes the team. I do appreciate you guys helping because I'm out here and I can't find it. I can't find it in in her in the head communications head all where it was submitted. [PII] submitted it. She said I submitted it, but.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] She goes I can't find it and I'm like, me either.
[CUSTOMER][NEUTRAL] I was starting to write down the ID, the ID associated with it and putting it on my stuff because I can't, I don't know. I think I need, I need training on how to search on here I guess.
[CUSTOMER][POSITIVE] Yes, I could find stuff.
[AGENT][NEUTRAL] OK, she says their renewal is December. Yes, yes, it is.
[CUSTOMER][NEUTRAL] Mhm. Yeah, the old one.
[AGENT][NEUTRAL] But so why was it just put in in April?
[CUSTOMER][NEUTRAL] Because we just got their paperwork, the group called so they overlooked it, um, so yeah, they, so they sent it to us [PII] and we submitted it then we have backlog of stuff we're trying to get cleaned up, um, and submitted.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, uh, she wants me to add her in the call so uh hold.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Yeah, we'll find it.
[AGENT][NEUTRAL] Sorry, hold on.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] I gotta remember how to do this. Let's see. I gotta dial her number directly.
[AGENT][NEUTRAL] OK, here it is. Alright, just a second.
[CUSTOMER][NEUTRAL] OK. OK, thanks. You are on hold.
[AGENT][NEUTRAL] I do that every time.
[AGENT][NEUTRAL] Click connect dial out.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, hold on just a second. Let me, uh, join her in. uh, she called me through Amazon, so I'm having to.
[AGENT][NEUTRAL] Yeah, all right, hold on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] All right, you there? Hi. There we go.
[CUSTOMER][NEUTRAL] Yes, hey, hello.
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[CUSTOMER][NEUTRAL] Yeah who is this? This is [PII]. Who's this?
[CUSTOMER][NEUTRAL] Oh [PII], and I know memories on here. I know I'm just thinking who else. I didn't recognize your voice, [PII]. I'm sorry. It's OK. I haven't talked to you in a while. I know. I just wanted to know who I was dealing with here talking to it not that it matters, but you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, you need to know you need to know.
[CUSTOMER][NEUTRAL] Um, she memory mentioned that we were supposed to be working on a renewal called Grey Ranson Higgins, mills and gremlins and don't eat after [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um, well, I don't see it in HubSpot.
[CUSTOMER][NEUTRAL] Sorry it's a one.
[CUSTOMER][NEUTRAL] Yeah, it's weird because they did they forgot the paperwork, so they sent it to us on the [PII], and I show it's in the submission folder, and Morgan says she submitted it, but she can't find it. So I'm just gonna have her. I'm gonna have her resubmit it. She may already just did it, OK. How, oh, [PII], let me look in there in SharePoint. We're still using two different platforms, yeah, I know.
[CUSTOMER][NEUTRAL] Um, I don't say that it's been released in SharePoint.
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] The group number up in there and see what's.
[CUSTOMER][NEUTRAL] Roll in here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, the last time we got anything on group was.
[CUSTOMER][NEUTRAL] Last year, about [PII]. OK, so you, so you haven't gotten, OK, so I'm just gonna have Morgan resend it because she said she thought she put it in SharePoint but she can't find it so I'm just gonna have her resubmit it because that is that where you're pulling them from from the SharePoint right the hub? Well, I'm, yeah, I'm in SharePoint right now and I put in the group number and it brought up let me tell you what it brought.
[CUSTOMER][NEUTRAL] Let me pull this up.
[CUSTOMER][NEUTRAL] Let me share you want me to share my screen?
[AGENT][NEGATIVE] No, you can't. We're on Amazon.
[CUSTOMER][NEUTRAL] Yeah, are we on team? No, yeah, I'm saying that's OK. That's OK. No, I'll trust you because I'm out here trying to search myself.
[CUSTOMER][NEUTRAL] OK, go to group submissions just start all over, no, just, just go to group submissions just start all over let's just start from scratch.
[AGENT][NEUTRAL] Do you wanna get off Amazon and call through teams?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hang on, let me go back out. I may be on the, you know what, I was in the hub thingy, so I need to go to group submissions. OK, sorry, I'm in the wrong spot. No wonder. Hello dinging. OK, got it. Let's see.
[CUSTOMER][POSITIVE] OK, 23777. Mhm. And it's gonna bring the first one up. Oh, there it is. OK, there it is for 2028 23. OK, OK, so, so they got, we got it on the [PII] of now. So OK, we will, that's so bizarre. OK, yeah, I'll have her resubmit it because something must not went through on her end when she sent it, so no problem. Thank you both for checking on this for me. I appreciate it. I'll be watching for it.
[CUSTOMER][POSITIVE] OK, thank you so much. OK, you're welcome [PII] bye have a great day you too.
[CUSTOMER][NEUTRAL] Bye bye.