AccountId: 011433970860
ContactId: b87ccc19-af0f-46ff-8a6f-95bc51f0fadb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207320 ms
Total Talk Time (AGENT): 95257 ms
Total Talk Time (CUSTOMER): 80754 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b87ccc19-af0f-46ff-8a6f-95bc51f0fadb_20250401T18:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hey [PII], how are you? It's [PII], uh, calling from the broker's office, uh, regarding group number 80053.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's uh our Pride Academy.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm with, uh, Century Risk Advisors or Century Advisory Services, and, um, I was just checking on the status of their renewal. I thought it might be ready. I made a note for myself that it should have been released to the broker [PII], and I thought I'd call in to see if it's available already.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Sure, let me look and see.
[AGENT][NEUTRAL] Usually send those 3 months in advance. Let's see renewal date is July, so it should be coming up if we haven't already sent it out. Let me just go in our folder here and double check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] And I'm sure it's a repass. It's usually a repass, but I just need to make sure because we have to start the marketing early. It's the whole thing.
[AGENT][NEUTRAL] Mhm. Exactly. Let's see, our part academy, right, there we go.
[AGENT][NEUTRAL] I show this is a sign is [PII] the account manager?
[CUSTOMER][POSITIVE] Yeah, he's the right he's he's the the broker. I'm the account manager.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] I don't see anything that's been sent out just yet. They should because this is April, so we should be getting those just sent out. We usually send them out in April, so I don't see that it's been sent out yet, but let me just check one other thing. Hang on just a second.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Uh, please, yeah, please, please, please.
[AGENT][NEUTRAL] Check one other area. Give me just a second.
[CUSTOMER][NEUTRAL] Back
[AGENT][NEUTRAL] Yes, it has not gone out yet. Let me see if I can get the um the renewal from our underwriting department and then I can send that over. Yeah, do you want me to send that to you or to [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Sweet
[CUSTOMER][NEGATIVE] Please, no, send it to me, please.
[AGENT][NEUTRAL] And what email address, sir, is your email address?
[CUSTOMER][NEUTRAL] It's uh I'll say it and then I'll spell it. It's [PII]. So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah, I gotcha. Yeah. Mhm.
[CUSTOMER][NEUTRAL] Then [PII].
[AGENT][NEUTRAL] [PII]. OK, just like, OK, just like [PII] and then it's just got your name in it. OK. All right, let me request that from our underwriting department and then we will get that sent over to you, OK?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Alright, perfect, thank you so much. I, uh, what do you think turnaround time more or less just give me like some rough idea, uh, for turning that around.
[AGENT][NEUTRAL] Um, I would give us at least, I don't think it's just taking too long. I don't know what the normal turnaround time is. I would say at least give us 24 to 48 hours for me to get to get that or if I get a response earlier then I will let you know for sure. OK. Was there anything else?
[CUSTOMER][POSITIVE] Got it alright.
[CUSTOMER][POSITIVE] Perfect. Alright, that sounds good.
[CUSTOMER][POSITIVE] Oh no we're good thank you so much.
[AGENT][POSITIVE] OK, have a great day, I'll talk to you later.
[CUSTOMER][POSITIVE] Alright thanks you too bye.
[AGENT][POSITIVE] Thank you bye bye.