AccountId: 011433970860
ContactId: b8955214-3be2-4a7d-ac3a-2b5fd29e5998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289690 ms
Total Talk Time (AGENT): 147322 ms
Total Talk Time (CUSTOMER): 138945 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b8955214-3be2-4a7d-ac3a-2b5fd29e5998_20250610T20:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in billing. How are you?
[AGENT][POSITIVE] Uh good how are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a group that is calling asking about their renewal. Um, is that something is that what is that you guys or is that like sales or new business? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, no, no.
[AGENT][NEUTRAL] That's us, yeah, do you have a group number?
[CUSTOMER][NEUTRAL] Um, yeah, it's 26,530.
[AGENT][NEUTRAL] Let's see C1 International.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just one second, let me get to another screen real quick.
[CUSTOMER][NEUTRAL] Because they said that their broker came and like did the paperwork or something with them but they're still in renewal so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh good.
[AGENT][NEUTRAL] Yeah, let me just see if we've got it in the system real quick before I let you go. Give me just one second.
[AGENT][NEUTRAL] It's like an international.
[AGENT][NEUTRAL] Oh, there it is.
[AGENT][NEUTRAL] OK, I'll take it. Who's on the phone? Is it? Do you know the name?
[CUSTOMER][NEUTRAL] Oh, is she out?
[AGENT][POSITIVE] So [PII], OK, OK, perfect. Yeah, I will take it. Thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And they're already OK, no problem, and they're already verified and everything and the callback number is the one that's on the screen.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, is she out? Are you still there?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] OK, I have [PII] um in our broker resources department who's gonna be able to assist you further with the renewal, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi, this is [PII]. I'm looking at the account now to see if we have all the paperwork, so bear with me just one second. I think we do.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, it looks like we have everything. It looks like it's just going through the renewal process. I just wanna make sure that we're not missing anything, so bear with me just a second and we got the form that they filled out with all your insurance information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was submitted. Let me do one other thing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else out here?
[AGENT][NEUTRAL] Make sure it's
[AGENT][POSITIVE] Be assigned her business team. Bear with me just a second. OK, yes, we do have everything. It's actually in processing, so it shouldn't be too much longer. I'll ask the billing colleague that's working it if they can, you know, kind of speed it up a little bit, um, but yes, we do have everything.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Was there anything specific that you needed? Mhm, yeah, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, so I just
[CUSTOMER][NEUTRAL] Yeah, so I just terminate two people. One is called, uh, named [PII], and she's volunteer termination is on [PII], and another one called [PII], whose termination is [PII]. So I want to know when is that gonna be refreshed because right now I still see it's active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, it won't any any changes or deletes once the once the renewal's been completed, excuse me, all of that will be adjusted, um, and you'll get a current bill with all the adjustments, but right now it's all on renewal hold everything's on hold until the the renewal goes through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So is that gonna cost us money if not like
[AGENT][NEUTRAL] Not if you did you work
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] It shouldn't. It shouldn't. It should be adjusted.
[CUSTOMER][NEUTRAL] Uh-huh, OK, got it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and also one person's name is, is incorrect, so could you change that for me? Mhm. Uh, it's yes sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, how, what's the, who is it?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh last name is [PII] And last name is [PII]. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What do I need to what am I changing?
[CUSTOMER][NEUTRAL] So, there's no SR for the last name.
[AGENT][NEUTRAL] There's no SR take the SR off. OK, OK, yeah, I can have that updated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much. So I just need to wait like, mhm, yeah. So how long should I wait? Like like about
[AGENT][NEUTRAL] Is that all you needed?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I don't have an exact, yeah, I don't have an exact date. I would give us through this week and if it hasn't been final, if you can't see anything, any changes like early next week, give us a call back because it's, it's in processing, so it shouldn't be too much longer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're most welcome. You have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Mhm. Thank you. Bye.
[AGENT][NEUTRAL] Uh huh bye bye.