AccountId: 011433970860
ContactId: c43e70af-d249-4ac6-be20-020fd65cceb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432109 ms
Total Talk Time (AGENT): 179673 ms
Total Talk Time (CUSTOMER): 65221 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=-3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c43e70af-d249-4ac6-be20-020fd65cceb8_20250602T21:02_UTC.wav
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[AGENT][NEUTRAL] Well, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], uh, can I speak to [PII]?
[AGENT][NEUTRAL] Yes, may I ask who this is?
[CUSTOMER][NEUTRAL] People
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so [PII] is on the line with someone else. Um, do you want me to have her call you back or is it something that maybe I could help you with?
[CUSTOMER][NEUTRAL] Well, we have a group that um it's a long story it's called [PII]. Can you see if they were restated yet? It's 1,819,018,190.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, um, I believe that group might have been terminated um due to participation, um, and so we are, are looking, we're we're looking through that right now.
[CUSTOMER][NEGATIVE] Yeah, they had already approved the group to renew and then they never gave the group anything. I sent this request in for the group to to be um uh to be renewed uh with two employees with an explanation and everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And they verbally told me OK, I called the group and said OK, they're good and then now, uh, you know, a month after the renewal they tell them they're not good so that wasn't the right way to handle it we should have told them up front if we were gonna if we weren't gonna they they've gotten nothing from you in writing.
[AGENT][NEUTRAL] Yeah, OK, um, did you, do you by chance have an email that said that we would approve um them to renew?
[CUSTOMER][NEGATIVE] No, that's what I just said to you. They, they only gave it to me verbally. I never got it in writing from you guys.
[AGENT][NEUTRAL] OK, let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Sure, thank you. You are on hold.
[AGENT][NEGATIVE] I like sick to my stomach, [PII].
[AGENT][NEGATIVE] No, [PII] is still on the phone with her, but now [PII] is all pissed off at me, [PII], and I'm like, I can't with this.
[AGENT][NEUTRAL] So long story short, there's that [PII] or something like that group.
[AGENT][NEUTRAL] Uh, and originally I just sent it to [PII] and I just, I think I even sent like we received the email. I think that's all I said we received the email so I sent it to [PII] [PII], because I was like there's only 2 on this, we have to get her approval because it's under participation. Well then I see in HubSpot that the [PII] termed them due to participation.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And so then,
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] We were going to, but I think [PII] said why didn't we even submit this request because they um let's see, she sent me some emails on Friday about it.
[AGENT][NEUTRAL] Uh, she said.
[AGENT][NEUTRAL] So she sent me an email and so the systems in line state that the broker resources notified everyone else in the home office that the group intended to not renew and would term [PII]. What did we receive that made us take the action above asking because getting a group coverage form for a group we stated would not renew seems like the right hand didn't know what the left hand is doing.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] And then she sends another email and says for the review I've discovered LOL, my own involvement in this matter. We terminated the group deliberate and intentionally with conjunction with underwriting. Based on this, I vote we reject what you sent to underwriting and that I instead communicate back to NAS that this group submitted a GCF despite our termination efforts. Your thoughts.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, OK. I'm, I'm like sick to my stomach. I'm just like, he, I've never heard him even get angry and he seems a little annoyed.
[AGENT][POSITIVE] OK, OK, I'll transfer him to you, but first I'm gonna call you and then I'm going to transfer or add it, so it'll be me first. OK, perfect, thank you, bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello. OK, I'm adding him in now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] Hello, hi.