AccountId: 011433970860
ContactId: e6847968-3d3e-4a25-86bd-021a94f988cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144729 ms
Total Talk Time (AGENT): 58494 ms
Total Talk Time (CUSTOMER): 66376 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e6847968-3d3e-4a25-86bd-021a94f988cd_20250605T12:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling, um, from a broker's office on behalf of Florida Sign Associates.
[AGENT][NEUTRAL] OK. How can I help?
[CUSTOMER][NEUTRAL] I have a group number is that helpful?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's uh 26012.
[AGENT][NEUTRAL] OK, and what's going on?
[CUSTOMER][NEUTRAL] Um, so we just became AOR for this group, uh, not too long ago, and the group is asking, I guess with their previous broker, um, they had requested a, um, employee be removed from the policy back in August, and I don't believe that ever happened, so I just wanted to call and see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if we can get this employee term and if so back to when.
[AGENT][NEUTRAL] OK, um, we first tell me who the insured is so I can just check and see if they're still enrolled or not.
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] She is still enrolled. She is active. Let me see if there's any kind of future upstate for her. Hold on just a sec while I check.
[AGENT][NEUTRAL] No, we haven't received anything to term her. Um, what we do need, um, we can go back 90 days, that's as far as we can go, um, and then we just need an email.
[AGENT][NEUTRAL] Sent to us with the requested effective, you know, the effective date for the termination.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] And where, what's the best email?
[AGENT][NEUTRAL] Oh, it is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I will let the group know, um, yeah, they had a lot of problems with their previous broker not doing things that they requested, so I think we're just trying to clean it up as much as we can.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Not a problem, just go ahead and send us that email when you're ready and we'll go ahead and work that term.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thanks you have a great day. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too. Yup. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.