AccountId: 011433970860
ContactId: cb7c10a6-8860-42fe-ac19-5ab828abdcac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441309 ms
Total Talk Time (AGENT): 171445 ms
Total Talk Time (CUSTOMER): 183075 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/cb7c10a6-8860-42fe-ac19-5ab828abdcac_20250509T13:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is, uh, [PII]. I'm with MHG Insurance. Can I give you a group number?
[AGENT][NEUTRAL] Sure, so what's the group number?
[CUSTOMER][NEUTRAL] 24214.
[CUSTOMER][NEUTRAL] And that's for SSL uh SFLRE group that's 24214.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, [PII], thank you. Give me just a moment please. 24214. OK.
[AGENT][NEUTRAL] OK, yes, and this is for SFR SFLRE group, is that correct?
[CUSTOMER][NEUTRAL] That is correct. Um, this group recently renewed [PII]. They, they, there's some kind of hold up. I don't know what it is. Maybe you can help me explain what it is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure, I can get connected with someone in our broker department that can help you with that. Can you just verify the address of the group for me, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], and are are you with the group?
[CUSTOMER][NEUTRAL] No, I'm with the broker MHC Insurance or MHC Service.
[AGENT][NEUTRAL] With the broker, OK.
[AGENT][NEUTRAL] Let me get your call back number please [PII] just in case we have a disconnection, OK?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, [PII], thank you so much and you hold just a moment, I'll have someone assist you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Sorry, it's. How can I help you?
[AGENT][NEUTRAL] Good morning [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you?
[AGENT][POSITIVE] I'm doing good, thank you so much. Happy Friday. Awesome.
[CUSTOMER][POSITIVE] Yes, happy Friday.
[AGENT][NEUTRAL] I've been married a long week on it, but I've got [PII], he's calling on group 24214.
[CUSTOMER][NEUTRAL] It has been.
[AGENT][NEUTRAL] SFLRE Group LLC. He's with the broker's office. He's wanting to know um the hold up why it's still in renewal. Would you be able to help him with that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Definitely try what's.
[AGENT][NEUTRAL] I've got his callback number.
[CUSTOMER][NEUTRAL] It's only
[CUSTOMER][NEUTRAL] It's only [PII]. Hold on, let me see.
[AGENT][POSITIVE] Yes ma'am, you're good.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Sorry, I'm just trying to like look at all the things before I get home on the phone and have to look at all the things because.
[AGENT][NEUTRAL] I understand. No, no, you're fine. I understand.
[CUSTOMER][NEUTRAL] It's just like he's.
[AGENT][POSITIVE] I know it's easier.
[AGENT][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um S F L R E.
[AGENT][POSITIVE] You are good.
[CUSTOMER][NEUTRAL] So it's complete.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says it's a complete in HubSpot. I wonder if it's just a situation of needing to ask new business to take the hold off of it, so I would I would just tell them it's OK. I mean, I mean.
[CUSTOMER][NEUTRAL] If you want to or
[CUSTOMER][NEUTRAL] Um, it looks like it's been processed. It's probably just that new business needs to take this off of um.
[CUSTOMER][NEUTRAL] Off of the Holden lion.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, and I can at least it easily really fast.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK uh hold on.
[CUSTOMER][NEUTRAL] Yeah, cause it was um.
[CUSTOMER][NEUTRAL] Yeah, it was done in March. So it's probably just a situation of taking the whole off.
[AGENT][NEUTRAL] OK, I'll.
[AGENT][NEUTRAL] OK, alright, well, I will, um, just let him know that we'll just take the hold off that it's been processed. It's just in our system that the holding. OK.
[CUSTOMER][MIXED] Yeah, it's yeah it's complete of all the correct paperwork. It it was completed in March so it's kind of an error on our side so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll let him know. Thank you, [PII] I appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, of course. Yeah, of course. Hope you have a good day.
[AGENT][POSITIVE] OK, thank you. Have a good day. You too, dear. OK, bye.
[CUSTOMER][NEUTRAL] Bye. You too.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] again. OK, so I, I was speaking with the broker resource department. This was completed in March and it's just an error on our part. We still have it on hold, so I'm gonna have our new business department take it off of hold, so it has been completed.
[CUSTOMER][NEUTRAL] Well, right, because the, the group is concerned, uh, because normally I think they're on ACH and they didn't get uh a statement for this month, so they don't know what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, sir. Well, I'm, I'm gonna, we're gonna let them know to take it off and then, and then their statement will, will be posted on the OSC.
[CUSTOMER][NEUTRAL] When, when will they see that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It should be today should be today.
[AGENT][NEUTRAL] If that's different though, I'll give you a call back and let you know.
[CUSTOMER][NEUTRAL] Now what about the
[CUSTOMER][NEUTRAL] What about the ACH?
[CUSTOMER][NEUTRAL] I mean, do I, OK, so I don't know this 100% for sure. Maybe she pays it online. Can you tell how she makes the payment? Is it done, uh, by online or is it automatic?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look. To give me just a moment. I have to look at another system. Give me just a moment please.
[CUSTOMER][NEUTRAL] Yeah, she may, she may do it herself online that's probably what she does.
[AGENT][NEUTRAL] That's probably it, but I, I'm gonna make sure, yeah, I do see that she has it set up online, yes ma'am, yes sir, she does.
[CUSTOMER][NEUTRAL] OK, so she makes the payments herself.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, so I can tell her maybe not today but by Monday she should be able to see something to be able to pay, correct?
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] That's correct, yes, sir, absolutely.
[CUSTOMER][NEUTRAL] OK, uh, any, it was just an error, so there was no real reason why I was on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][MIXED] There, no, sir, it, it wasn't. I was speaking with [PII] in, in our sales department and she said that it was completed in March. Everything is fine. It was just an error on our part. We still had it on hold in our system and we just got to take it off of hold, so it's fine.
[CUSTOMER][POSITIVE] OK perfect sounds great well thank you so much and have a great rest of your day and a great weekend.
[AGENT][NEUTRAL] Everything. OK. Well you
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you so much.
[AGENT][POSITIVE] Have a good day OK?
[CUSTOMER][POSITIVE] All right, take care now.
[AGENT][NEUTRAL] Alright, you too, bye bye.
[CUSTOMER][NEUTRAL] You too bye.