AccountId: 011433970860
ContactId: d5d47f4a-e6fd-4482-afef-15c8e04c659d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227389 ms
Total Talk Time (AGENT): 110811 ms
Total Talk Time (CUSTOMER): 134645 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d5d47f4a-e6fd-4482-afef-15c8e04c659d_20250421T17:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with [PII] Agency. Um, we're an insurance broker. Um, we have, we have a group right now that is, um, in a PEO Delta Administrators, and they're they're pulling out and we have, they're offering the employees, of course, let me see on my list, I'm sorry, I got so many different products, critical, critical illness.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, we wanna make sure that everything's mirrored for these employees that it's not, you know, so I need to know how to take over BOR from them broker record I'm sorry.
[AGENT][NEUTRAL] For that group or just for the
[CUSTOMER][NEUTRAL] For that group for that group, it's under, yeah, the group is under Delta Administrators, a PEO and the group's name is Global Parking Systems.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what we don't really treat this um since they're already under a PEO we really don't treat this as like a normal AOR where you would take AOR. What we would do is we would just requote the group um under one of your brokers from [PII] and then just um get as close as we can to those same benefits. So, um my suggestion is.
[CUSTOMER][NEUTRAL] OK, uh huh uh huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so what do you need from me right?
[AGENT][NEUTRAL] OK yeah perfect we need an email with um all of the details for the group, so like the group uh their legal name, physical address um let us know that they are under the Delta PEO um that way we can pull what they currently have as far as their benefits and then we can requote the group under [PII], so does that work for you? Um, this, where is this group located?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, who do I send that to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They are in, um, they're domiciled in [PII], but they cover, they cover employees all over the country at different airports.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, where I want you to send this is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so [PII] and you need legal name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, physical address.
[CUSTOMER][NEUTRAL] Address
[AGENT][NEUTRAL] Um, we do
[CUSTOMER][NEUTRAL] No EIN number?
[AGENT][NEUTRAL] No, um, not at this time, not unless the group, you know, sells or, um, then we have paperwork for that.
[CUSTOMER][NEUTRAL] No, nothing like that? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then just
[CUSTOMER][NEUTRAL] And just say that they're currently under Delta Administrators PEO.
[AGENT][NEUTRAL] Yes, and then just say could you quote something, you know, the same benefits or, you know, that they currently have right.
[CUSTOMER][NEUTRAL] And we are but yeah.
[CUSTOMER][NEUTRAL] Correct. The
[CUSTOMER][NEUTRAL] Right, critical illness. OK.
[CUSTOMER][NEUTRAL] OK, I will send that um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It will be over in a little bit.
[AGENT][POSITIVE] Perfect. Excellent. And if you have questions, just give us a call back and we can help you with anything.
[CUSTOMER][POSITIVE] We're trying to get all of this done ASAP OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you and your name again? I'm sorry.
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I'm sorry, I was writing down. I've got, I've been speaking to so many different vendors right now because they offer all so much stuff to these employees is like crazy anyway, um, so let's go alright, great, thank you so much, [PII].
[AGENT][NEUTRAL] I do, I get.
[AGENT][POSITIVE] Oh, no problem. I hope you have a great week. Thanks for calling ATL. OK bye bye.
[CUSTOMER][POSITIVE] OK, you too uh huh thanks bye bye.