AccountId: 011433970860
ContactId: cc3ad4a9-37f2-4a14-90d7-396dddf3aefd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541059 ms
Total Talk Time (AGENT): 146824 ms
Total Talk Time (CUSTOMER): 260834 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/cc3ad4a9-37f2-4a14-90d7-396dddf3aefd_20250612T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] in here.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, uh, speaking of.
[AGENT][NEUTRAL] This is [PII] with ATL. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, um, I'm calling this is APL Insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I have a policy here that's expiring on [PII] and I don't see a number on it and I have not received a message for renewal from my old guy.
[CUSTOMER][NEUTRAL] And I don't think he's probably even there anymore.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] Um, his name was.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alpha State Realty ENO Insurance.
[AGENT][NEUTRAL] OK, and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling on behalf of yourself, correct? Not the group?
[CUSTOMER][NEUTRAL] No, it's a, it's a um real estate company.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what is your group number?
[CUSTOMER][NEUTRAL] I don't have a group number. I have the quote offered through Travelers Insurance Company.
[CUSTOMER][NEUTRAL] And it says APL insurance, but there's no number. Now I have an older one. I've been with this company since [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And I have an older one with a number on it.
[CUSTOMER][NEUTRAL] They're all sent all the um checks I have.
[CUSTOMER][NEUTRAL] Every year um was sent to APL Insurance.
[CUSTOMER][NEUTRAL] And it was ENO insurance.
[AGENT][NEUTRAL] OK. And are you
[CUSTOMER][NEUTRAL] And the last one that's.
[CUSTOMER][NEUTRAL] Uh, expiring policy number and this was from.
[CUSTOMER][NEUTRAL] I think a year ago 106120964.
[AGENT][NEUTRAL] OK, you said 106120964?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Oh baby.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then today,
[CUSTOMER][NEUTRAL] Um, today I got an email.
[CUSTOMER][NEUTRAL] From a guy named oops that's the wrong one.
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][NEUTRAL] Travis something.
[CUSTOMER][NEUTRAL] And he sent me the
[CUSTOMER][NEUTRAL] Renewal application.
[CUSTOMER][NEUTRAL] But then so I went to fill it out, but it is needed the expiring policy number and I'm not sure I have that. It's not written on the sheet, which is kind of crazy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure why.
[AGENT][NEUTRAL] And is it to is it to renew your company's policy with us or yours specifically?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yours specifically?
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] The company. OK, here, here it is ENO renewal. This is [PII].
[AGENT][NEUTRAL] Oh, the company? OK.
[CUSTOMER][NEUTRAL] Good morning and I hope you're having a great week. I wanted to reach back out one last time to see if you wanted to renew your ENO policy that expires this week. Let me know.
[AGENT][NEUTRAL] OK, what is the company name?
[CUSTOMER][NEUTRAL] Allied lines account specialist.
[CUSTOMER][NEUTRAL] This is a Gallagher company Allied lines account specialist.
[CUSTOMER][NEUTRAL] Is what it says under his name.
[AGENT][NEUTRAL] 00 no, what is your company name?
[CUSTOMER][NEUTRAL] Oh, Alpha State Realty.
[AGENT][NEUTRAL] Alpha A L P H A.
[CUSTOMER][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said Alpha State Realty?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And is that all one word or two separate words?
[CUSTOMER][NEUTRAL] 3 alpha then state then realty.
[AGENT][NEUTRAL] OK, would it be under a different name because I'm not seeing them on here.
[CUSTOMER][NEUTRAL] I have all the applications and it's Alpha State Realty LLC doing business as Alpha State Realty.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy period 6-1923 to 61925.
[AGENT][NEUTRAL] OK. Yeah, I'm not showing.
[AGENT][NEUTRAL] The Alpha State Realty on here. I try even Alpha State.
[AGENT][NEUTRAL] And just alpha and I'm not able to find you guys as a group.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I would contact him and reach out to him and uh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] To who?
[AGENT][NEUTRAL] Uh, is you got the letter from.
[CUSTOMER][NEUTRAL] To the [PII] guy?
[AGENT][NEUTRAL] You got a letter from [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So he would be your broker?
[CUSTOMER][NEUTRAL] Do you know who he is?
[CUSTOMER][NEUTRAL] I never heard of him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, is he? It says my name is [PII]. I'll be taking over the renewal process and servicing your ENO policy.
[CUSTOMER][NEUTRAL] Um, it was set to renew 6-19-25. I have attached an application, complete this in its entirety and return it to me ASAP.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I would call him and see because um if you have a if your employer is has um APL coverage even in the past I'd be able to see that and I'm not seeing that so it sounds like he's a broker um.
[AGENT][NEUTRAL] And I would contact him to see.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Who all he's with um get the company name.
[AGENT][NEUTRAL] And um what the coverage is that he's talking about because I'm not able to pull you up in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] I'm so sorry about that. I wasn't able to find you guys.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's sorry.
[CUSTOMER][NEUTRAL] That's all right. I'll figure this out I guess. I don't know who to call. There's no number for him. It's like um.
[AGENT][NEUTRAL] He didn't give you a number? Oh, OK.
[CUSTOMER][NEUTRAL] It has
[AGENT][NEUTRAL] Are you the HR rep or the one who does all of the invoices?
[CUSTOMER][NEGATIVE] Oh, here is another number maybe it's that one. I even tried to Google it and then not not having much success.
[CUSTOMER][NEUTRAL] So I that's how I got your number I think was through I went to ACL Insurance and then I got your number.
[CUSTOMER][NEUTRAL] I don't know. I'm, I'll try and get a hold of [PII], I guess.
[AGENT][NEUTRAL] Yeah, I'll try to get a hold of him. Um, yeah, he sounds like a broker. I would contact him, um.
[CUSTOMER][NEUTRAL] You can email him back.
[AGENT][NEUTRAL] I don't see you guys having a policy with us um as a group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not really group insurance. What it is is um errors and emissions. All in all real estate companies have this.
[AGENT][NEUTRAL] Oh, OK, yeah, um, because we're, uh, we're medical insurance and life insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I saw that when I went to your website and it's like this is all medical stuff, yeah, OK.
[AGENT][NEUTRAL] Yeah, I would contact him and see what all that is in regards to.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][POSITIVE] All [PII]. Thank you for your time.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] can