AccountId: 011433970860
ContactId: b2d70c1b-3486-4a2f-a600-312d35135f4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341140 ms
Total Talk Time (AGENT): 85769 ms
Total Talk Time (CUSTOMER): 103320 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b2d70c1b-3486-4a2f-a600-312d35135f4f_20250425T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. um, I'm calling on behalf of one of your clients, a [PII]. I spoke to an agent a couple of minutes ago, um, but I needed to provide the group number and mailing address so she could further investigate, but anyways, an email was sent to, um.
[CUSTOMER][NEUTRAL] You guys this morning from the client advising of us as being the new broker of record and also a termination of policy effective [PII] and I wanted to make sure that you guys received that email.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] And who was the email from?
[CUSTOMER][NEUTRAL] The email was from [PII] at Stillfront.
[CUSTOMER][NEUTRAL] It was sent this morning at [PII].
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I'm with Acresure.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, you're with the broker's office, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] I do. It's 243-47.
[CUSTOMER][NEUTRAL] And the name is [PII].
[AGENT][NEUTRAL] OK, let me look that up. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and do you have the email address?
[CUSTOMER][NEUTRAL] I do let me go ahead.
[AGENT][NEUTRAL] Or not the email address, I'm sorry, the address.
[CUSTOMER][NEUTRAL] Yes, I do. It's [PII].
[AGENT][NEUTRAL] OK, and then what's your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] So the group was switching brokers, is that correct?
[CUSTOMER][NEUTRAL] Yes, the group sent a broker of record change along with a termination letter of policy effective [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so she, the client just wanted to make sure that you guys receive that as we're getting close to 51, she didn't want that email lost in, you know.
[AGENT][NEUTRAL] OK, let me, uh, can I place you on a brief hold?
[CUSTOMER][NEGATIVE] Lost in space.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, uh, do you know if, if they're changing broker record and terming their account, would that go to care team?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, they're changing their broker. The group is, and they're terming with us. Does that go to care team or does that go to broker services?
[AGENT][NEUTRAL] They said they emailed us um this morning.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah, she's just wanting more so to confirm did we receive the email and then will that be processed I guess or whatever.
[AGENT][NEUTRAL] Yeah, that's who the um that's who the email is from but I've got the new broker record um that's who's on the line with me so she's just she's just wanting to confirm we did get the email so we did receive it then.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, OK, perfect.
[AGENT][POSITIVE] OK, OK, perfect. OK, thank you so much.
[AGENT][NEUTRAL] All right, bye.
[AGENT][POSITIVE] OK, thank you so much for holding. Yes, we did receive that and we're getting that forwarded to the correct department um to get that handled, so.
[CUSTOMER][POSITIVE] No problem. Great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. OK. Well, that's all I needed to know. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII]. Thanks for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.