AccountId: 011433970860
ContactId: c7471b61-c4ec-4f9e-878d-2651f7a121da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550750 ms
Total Talk Time (AGENT): 199600 ms
Total Talk Time (CUSTOMER): 99084 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c7471b61-c4ec-4f9e-878d-2651f7a121da_20250617T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi So, this is [PII] with Broker Resources. How are you doing?
[AGENT][POSITIVE] I'm good. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm doing good thank you. I'm calling because I am trying to get this group master policy and there are 3 for this year in um Onase and I was just curious if you could help me with this.
[AGENT][NEUTRAL] I can try.
[AGENT][NEUTRAL] OK, Ms. [PII], um, let me see. What is um the group number?
[CUSTOMER][NEUTRAL] gonna be 242-31.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is customer service not who typically has the master policy updated?
[AGENT][NEUTRAL] Yeah, they are.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Yeah, they just right now they have like this um new customer service support team that is the one that handles everything that um customer service used to handle.
[AGENT][NEUTRAL] Um, yeah, I know it's like uh it's a lot of changes, a lot of moving parts. OK, um, so this is for Duran Automotive Group.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] They're all OK, um, let's see, uh, let me see if I'm able to see the master. OK you bear with me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm mhm. Yeah, OK.
[AGENT][NEUTRAL] And I'm checking guru.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] for.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me ask, uh, let me send an IM to customer service and see if.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because I don't see anything in Guru.
[AGENT][NEUTRAL] Let me see customer service, here we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Did you just need the most updated one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's gonna be a minute now I'm waiting for the response.
[AGENT][NEUTRAL] Oh yeah, they're gonna need the group number oops let me put that in.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Why?
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Yeah, they're gonna be like, OK, how are we gonna tell you if we don't know the route number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I hope the answer fast.
[AGENT][NEUTRAL] I'm gonna put it on 12 just in case.
[AGENT][NEUTRAL] Yeah that's OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The date of what?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, and it is to send it to the group, correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. All right, yes and yes. OK.
[AGENT][NEUTRAL] Based on their billing and collection, the master policy at least that is where it should be. OK, alright, let's do it.
[CUSTOMER][NEUTRAL] So I'm able to find the master policies. There's just 3 for this year, um, and I guess that's the one that that's the point I'm confused about because they have like P1, P2, and there's only 1 plan.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So they have a P1 and a P2.
[AGENT][NEUTRAL] Mm, OK, so, OK, let me let him know that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll leave you telling me to transfer to her. OK, OK, I'm gonna transfer you to [PII]. OK, thank you.
[CUSTOMER][POSITIVE] OK perfect yeah absolutely.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, how are you? I had you mute.
[CUSTOMER][NEUTRAL] Hey, you got [PII] with BR on the phone?
[AGENT][NEUTRAL] Yes, with with resources. I'm so sorry. Yeah, she's saying, yeah, she's saying she's, and she's looking at it. I'm looking at it and yes, there's 3, but she said there's a P1, P2, and she don't know which one because there's 3 for this year, so that's basically her, her question.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Oh well it is um they dropped one of the plans and added a plan and it and added Midli 9 to the to it it's not three policies they added a midlink 9 and that one is in there 429 or 2025 is when it was put in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Under billing and collections.
[AGENT][NEUTRAL] Uh, so it's the, the one, OK. 425 to 25.
[CUSTOMER][NEUTRAL] But I found it um.
[CUSTOMER][NEUTRAL] Yeah, it
[CUSTOMER][NEUTRAL] Mhm, they only have one plan.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] They don't, I don't know where she's getting 3, but anyway, I can talk to her. That's fine. You can transfer.
[AGENT][POSITIVE] OK, thank you so much. Have a good afternoon.
[CUSTOMER][POSITIVE] OK dear, you're welcome. Those are kind of tricky, I know, right honey, thank you.
[AGENT][NEUTRAL] Yes, I was like, oh, OK. You're welcome. Thank you. You too. Have a good day. OK. 00 well, it looks like she hung up. So I guess let me call her back.
[CUSTOMER][POSITIVE] That's OK. Don't worry about it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] She hung up.
[CUSTOMER][NEUTRAL] I'll, I'll call her.
[AGENT][NEUTRAL] Oh, you call her? OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] OK, bye. Bye.
[AGENT][NEUTRAL] Bye. Bye.