AccountId: 011433970860
ContactId: cfaae56c-d180-47ac-84c5-5dcaf5e4f3b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236179 ms
Total Talk Time (AGENT): 50727 ms
Total Talk Time (CUSTOMER): 184537 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/cfaae56c-d180-47ac-84c5-5dcaf5e4f3b1_20250122T18:14_UTC.wav
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[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling. This is. How can I help you? Hey, [PII], this is [PII]. I'm gonna join in Raul. alright.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Alright thanks.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Uh, hi [PII], how are you today?
[AGENT][POSITIVE] I'm good how are you doing?
[CUSTOMER][NEUTRAL] I am. I haven't talked to you in a while. Uh, I have a couple of questions for you. Well, well, I think it's actually one question for today. Um, as far as our group, I think we are going to be dismissed, but I have a client that needs some service and I'm trying to assist, so I asked [PII] in our office and he said, well, just check.
[CUSTOMER][NEUTRAL] Is that is as of today we're still listed as the broker and then I'll assist so and and and what I'll probably hand in is the new broker that's taking over the group, uh, it may be effective 31 or it may be effective now, but I just wanted to check on that. I haven't talked to you in a while and, uh, um, we're gonna miss some and everything but it's a complete change of the guard kind of situation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so right now, yeah, Dino is still listed as the AOR for the moment, yeah.
[CUSTOMER][NEUTRAL] See, uh, that would.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. So I will assist her with that. So, um, um, there's some, there's uncertainty and stuff, I think with them on the medical side as of a week or so ago, they kind of took it over because it's like the renewal time. So I'm assuming they'll keep the 31 bank for renewal maybe sooner so we don't know, so that's why I'm checking, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, this
[AGENT][NEUTRAL] But yeah, um.
[AGENT][NEUTRAL] As of right now, yes, they're still listed.
[CUSTOMER][NEUTRAL] I'm fine.
[CUSTOMER][POSITIVE] We're still listed. OK, I, I'll go ahead and assist her with that. I don't talk to you anymore. Um, it's been wonderful, one of the greatest experience for all the companies working with you all. Yes, all of you from department service to everything, yes, and, uh, hopefully down the line we'll, we'll we'll be able to work with you also like I said, you may get a notice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It has
[AGENT][POSITIVE] Oh, thank you so much, [PII].
[CUSTOMER][POSITIVE] The next few days or maybe towards the end of February, we don't know yet uh but um I just wanted to express my gratitude working with you all and also just check up on this. And if I get, you know, any kind of questions or whatever, I'll probably call you all to check. Now, if you all do receive something, you all will like copy the know myself, right, and let us know as effective when and all that, correct?
[AGENT][NEUTRAL] Right, right. So,
[AGENT][NEUTRAL] There's some things that I need from the new broker before we can make any changes, but we always make them the first of the month.
[CUSTOMER][NEUTRAL] OK, so like if, if they all of a sudden, let's say you get the letter today or tomorrow, it would be the [PII] of the month as in January or February or how would that work?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] We don't backdate AORs.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so it'll be like that first.
[AGENT][NEUTRAL] Um, so the earliest, yeah, the earliest it would be would be the [PII].
[CUSTOMER][NEUTRAL] OK, OK, alrighty, and, but you all will let us, let us know ahead of time, right, because we, there may be some clean stuff and all that, and I hate to be bugging you every day with that, so I'll assume that we're still brokers until we get something and should there be any claims or or any issues there.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yep, um, a notice will go out to Deno once I get the information that I need.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you so much, [PII]. I really appreciate it.
[AGENT][POSITIVE] All right, [PII], you have a great day, OK?
[CUSTOMER][NEUTRAL] OK. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.