AccountId: 011433970860
ContactId: b0ae414e-befa-458d-a843-8e8981292e29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471459 ms
Total Talk Time (AGENT): 230031 ms
Total Talk Time (CUSTOMER): 223078 ms
Interruptions: 10
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b0ae414e-befa-458d-a843-8e8981292e29_20250613T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. My name is [PII] with the Madison Insurance. How are you?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] I'm wonderful thanks. I had a quick question for you. We um had active coverage until [PII]. I for whatever reason cannot log in.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, to my APL using the login I had before.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No worries. OK, so as of last week our website did undergo quite a big change and with that change all users are now having to create new logins so you would go to a new user and set up a new account um I apologize for the confusion but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Create your OSC account.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is it create your OSC? OK, OK. I was like, and I don't remember if I made a payment. I'm a little nervous. OK, I'm an agency.
[AGENT][POSITIVE] No worries, no, you're perfectly fine.
[CUSTOMER][POSITIVE] Oh, we need the tax ID number. Oh goodness gracious, guys, you're making it hard on me. It's OK. I'll find it.
[CUSTOMER][POSITIVE] Goodness gracious, um, let's go ahead and do the info.
[CUSTOMER][NEUTRAL] OK, and then everything will automatically linked? I don't have to do anything crazy?
[AGENT][NEUTRAL] Absolutely, yes, all of the information would be the same this is the only weird little hiccup that you just have to create a new log in it's just the website looks a bit different but all the information will be the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK good it says here user no user was founded with the information provided, but I put that I'm creating.
[AGENT][NEUTRAL] OK, so you did say you're um with an agency or a broker or is this for a group?
[CUSTOMER][NEUTRAL] It's for a group. I am an insurance agent. I don't know if that makes a difference.
[AGENT][NEUTRAL] OK, so then
[AGENT][NEUTRAL] If it's for a group then that would be the option that you select unless you are a broker.
[CUSTOMER][NEUTRAL] Oh, I chose agency, so I'm gonna choose group because I don't, I'm not selling it. I just happen to be OK, there we go.
[AGENT][NEUTRAL] Yes, no, you're, yeah, right, you're the group admin so with that I will also say [PII] just to avoid any um possible errors, um, only fill out the fields that have an asterisk so that should be, uh, just a group number and the email address.
[CUSTOMER][NEUTRAL] So with that I will also see [PII] to avoid any.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] So that should be
[CUSTOMER][POSITIVE] Perfect. That I, I, that I have.
[AGENT][NEUTRAL] And leave the other fields blank.
[CUSTOMER][NEUTRAL] Correct, OK, info select the last check next.
[CUSTOMER][NEUTRAL] The user was not found. Group number 21732.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can go in the group and make sure that that um because the information the email address does have to match what we have in our system for the group so I can get.
[CUSTOMER][NEUTRAL] Oh, I don't think it's that one. Let me, let me double check. Let me just change the email because I think it was mine. No, maybe it was [PII] directly and [PII]. No, I can't remember what email address we had saved.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] That's OK, sure I can get that pulled up and take a look and let you know what email we've got um before we go any further, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you and then what was that group number please?
[CUSTOMER][NEUTRAL] 21732.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK awesome there you are OK and if you would, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] Yes, [PII], the Madison Insurance and Financial Group.
[AGENT][NEUTRAL] I've got a different address.
[AGENT][NEUTRAL] Yes, I've got a different address for y'all.
[CUSTOMER][NEUTRAL] Did they change it to the 87? Did they change it to [PII]? Yeah, so this is what happened. We merged with another agency, so now we're no longer Madison Insurance. We're avante Insurance Group, but since this pertains to the Madison insurance, honestly there was no reason to change the address. Um, I'm not sure why that was done, but it's OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Is it OK as long as it's right, yes, that's fine OK.
[CUSTOMER][NEUTRAL] It doesn't matter we're still the same people, yeah, it's me it's me.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] That's what matters. That's perfectly fine. OK, so, and I do see you listed as a contact, [PII], so that email address that we've got for y'all is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what I entered. OK, let's do it again. [PII] [PII] [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, wait a minute. This might be why. I think I don't know if it had already lapsed. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh, correct, the policy should not be active past [PII] just because of the merger we now have to get on their plan, but what the reason why I'm calling.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is because I need a copy of the May invoice. I need to show it to the new um owners.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] That's that's why I'm calling that's why, and I, you know, I don't want to bother anybody. I can do it online myself, but now it makes sense because I no longer have active coverage. I cannot create an account.
[AGENT][NEUTRAL] No, no, you're fine. I don't.
[AGENT][NEUTRAL] Right, I don't think it'll let you right exactly OK you said you needed that May invoice?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Was was anything paid in May?
[AGENT][NEUTRAL] Mm, I do have them, uh, let's see.
[AGENT][NEUTRAL] Received dates, the bill date that was uh from [PII] yes um.
[AGENT][NEUTRAL] $1,854.03.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] When was that paid?
[AGENT][NEUTRAL] It says received date was um [PII].
[CUSTOMER][NEUTRAL] [PII], how are we making that payment? Do you know if it's being, uh, does it show how the payments being made?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me just a moment. I'm gonna get the actual invoice pulled up here. I just see kind of a little list of them and what's been paid and what's not so give me just a minute let me find that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Document date.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEGATIVE] I don't see how it was paid.
[CUSTOMER][NEUTRAL] Usually from my bank account.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And can you tell me how much it was again?
[AGENT][NEUTRAL] Yes, that was $1,854.03.
[CUSTOMER][NEUTRAL] Let me look at my
[CUSTOMER][NEUTRAL] Let me register here.
[CUSTOMER][NEUTRAL] Like 100 tabs open, it's crazy.
[AGENT][NEUTRAL] It's been a day.
[CUSTOMER][POSITIVE] One Fridays, it never fails. Fridays are always wild.
[AGENT][NEUTRAL] Uh, well, sometimes it's, it's hit and miss, I feel like. Sometimes Fridays can feel like a Monday and other times it's already like, you know, nothing happens, but this is the day where it's woof.
[CUSTOMER][POSITIVE] Yeah, oh good, good for you.
[CUSTOMER][NEUTRAL] Wow. Sorry.
[AGENT][NEUTRAL] OK, no, no, you're OK um do you have um a fax number or would you like me to email this invoice to you?
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] You can email it to the info at I I get all the emails for info.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect alrighty I'll go ahead and send it there. Let's see.
[AGENT][NEUTRAL] OK, so I will get that sent. Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] Oh here it is 5:16.
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Alright, you are very welcome. I hope you have a great rest of your day and again I apologize for all the confusion.
[CUSTOMER][POSITIVE] No, no problem. Thank you again. Have a good one. Take care.
[AGENT][POSITIVE] Of course, you too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye.