AccountId: 011433970860
ContactId: cc0e75eb-aab0-4062-adc2-d1a0ea3720be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206059 ms
Total Talk Time (AGENT): 99128 ms
Total Talk Time (CUSTOMER): 116147 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/cc0e75eb-aab0-4062-adc2-d1a0ea3720be_20250303T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, my name's [PII]. I'm with Hub International out of the [PII] office. I just was on the phone with you all, but I was on with a different representative. I think her name was [PII]. um, I can't remember exactly, but we're working on something where we had a former producer of ours who left Hub and I took over the account. Um, I have all the information on the account, but as I got off the phone with you all, I'm like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I don't know if it makes more sense for us to fill out a broker of record or if there's like uh if you guys have like a broker change form um when the actual.
[CUSTOMER][NEUTRAL] Broke agency doesn't change but the broker changes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right, no, we do not have a uh AOR um change form, but I'm the one who processes a lot of our AORs and so all we really need is an email from somebody of authority within Hub who can authorize me or APL to change um producers on what in on however many groups that that producer, you know, old producer was on that needs to be changed. Does that make sense?
[CUSTOMER][NEUTRAL] Oh OK yeah yeah yeah.
[AGENT][NEUTRAL] Yeah, yeah, just an email because we really don't need one a you know a group letterhead because a lot of times that doesn't involve like the group at this level we're just changing within the agency so it kind of, uh, yeah, it kind of freaks groups out sometimes when you know uh they're made aware that uh.
[CUSTOMER][POSITIVE] OK, that's way easier.
[CUSTOMER][NEUTRAL] OK, yeah, yeah.
[CUSTOMER][NEUTRAL] That's what we were worried about. We're like, we're like they're gonna have to sign an AOR for like something that doesn't actually change the agency and then on top of that there's gonna be like commission forms and all this stuff that they're gonna have to fill out and it's like that seems like a doozy, um, so.
[AGENT][NEUTRAL] Yeah, so no, we try to keep that as seamless as possible from them, so all we really need is just the email from somebody of authority that has their like title when they sign, you know, send us the email it has their title of who they are, um, who can make that decision to change it from and to.
[CUSTOMER][NEUTRAL] I'll have my president of uh employee benefits send an email to you. What's the best email to send that to?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, send it to [PII].
[AGENT][POSITIVE] Simple, simple.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] I will have him send that today and then in the interim I think they said that they were gonna send some policy information on this to the to the group so we were just trying to do like a full analysis of the policy itself like the renewal doesn't provide very much information at all um so I asked them to send that to my group contact which is [PII] I have the group number um can uh would you be able to confirm if they're doing that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, I can talk with [PII] and make sure that it does get done. That's not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK cool yeah that's all we're just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We, we got behind the 8 ball on renewal last year because I took this group over like with a month before renewal and we're trying to get out ahead of it this year so.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Not a problem. We'll get that information out and we'll uh look for your email.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thanks, have a good one.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][NEUTRAL] Bye-bye.