AccountId: 011433970860
ContactId: ee9f2a8a-6d4e-4645-8d3e-5201bf9bb7c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510380 ms
Total Talk Time (AGENT): 270124 ms
Total Talk Time (CUSTOMER): 164866 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ee9f2a8a-6d4e-4645-8d3e-5201bf9bb7c9_20250402T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] here. I'm calling from for my group key service group LLC, and I wanted to ask the group went through renewal phase effective [PII], but I still cannot see the amounts updated for plans.
[AGENT][NEUTRAL] OK. Ms. [PII], did you say that's your name? I'm sorry, I can hardly hear you.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what's the group number?
[CUSTOMER][NEUTRAL] It is Key Service Group LLC.
[AGENT][NEUTRAL] And that's [PII]
[CUSTOMER][NEUTRAL] And the group number is.
[CUSTOMER][NEUTRAL] Yes, K E Y.
[AGENT][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] Service group and the group number is 25912.
[AGENT][NEUTRAL] Thank you. Give me just a moment, let me pull that information up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Ms. [PII], uh, let's do a quick verification.
[AGENT][NEUTRAL] Uh, can you verify the group's billing address and phone number, please, ma'am?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yep, sure, I can do just wait let me just uh uh just give me a moment let me log back in.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Certainly.
[AGENT][NEUTRAL] I do see you're our group contact.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] The billing address for the group is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the phone number that we have on file for the group.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Excellent. And the last name, Ms. [PII], let's verify your email address that you use for us to communicate with you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Excellent. Everything looks good. OK, Ms. [PII], I'm sorry, I'm, I did not hear what you were needing when you first called.
[CUSTOMER][NEUTRAL] So my query is that the group went through renewal effective [PII], but when I see I do not see the amounts you know um changed and updated with the carrier.
[AGENT][NEUTRAL] OK, the, the, that's because the group is still the renewal is still being processed and it has not been completed and once that has been completed, then you should be able to see your information out there.
[CUSTOMER][NEUTRAL] When it will be completed because the plans are effective for one.
[AGENT][NEUTRAL] Yes, um, it, uh, it, it might put things on hold for a minute, but it won't affect anything. Um, everybody should, you know, if there's any claims, everybody should be still be good to be, you know, go back and file claims or anything. It's just a matter of when the information is received and it's completed with us and I'm just showing that it has not been completed at this time.
[AGENT][NEUTRAL] Let's see, I'm looking to see if I see it anywhere.
[AGENT][NEUTRAL] No, I'm not showing that, uh, in the new business area that we have received it. Now you can talk with your broker or with or, you know, but it's just that it must still be in the works or it's in line to be processed.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How many days will it take to be processed? Can you please be precise and let me know so I can write it down and know that when the amount will be updated.
[AGENT][NEUTRAL] Um, that I do not, cause I'm not, I don't.
[AGENT][NEUTRAL] I don't have the information in front of me to know any of that. I don't see any of it. Um.
[AGENT][NEUTRAL] Again, that you might kinda wanna reach out to your broker and see if he has, uh, completed the information and submitted it to APL to be processed and then you know he can contact APL if he's already done that he can contact APL to see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, he'll know who to call to see where it's at at that point.
[AGENT][NEUTRAL] Or we can go, I can, I tell you what, Ms. [PII], let me get our broker resources on the department, I mean on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, sorry, what did you say?
[AGENT][NEUTRAL] Let me see if I can get our, our
[AGENT][NEUTRAL] Let me get our broker resources department on the phone and see if they can help us. Can you, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Shallon
[AGENT][NEUTRAL] [PII]. Hey [PII], this is [PII] in uh new business customer service, wherever I'm at.
[CUSTOMER][NEUTRAL] Yes, ma'am, right.
[AGENT][NEUTRAL] Oh, so, can you look at a group with me? I have a bookkeeper on the phone.
[AGENT][NEUTRAL] Um, the group is 25912.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Key service group.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] I'm sorry, what did you say their name was?
[AGENT][NEGATIVE] I'm sorry. I'm so normally raspy and it's just really bad today. T KEY service group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what questions?
[AGENT][NEUTRAL] She wants to know exactly when the renewal is going to be complete. Can I don't know how can I be precise and give her an exact time and date? I said, no, ma'am, I cannot because like.
[CUSTOMER][NEUTRAL] Oh yeah, no, there's, I mean I can, I can get to see who is working on it, um, but no, I mean that's it's just gonna depend upon underwriting and 100 other things, so, um.
[AGENT][NEUTRAL] Oh, she's
[AGENT][NEUTRAL] I told her to get with her broker at first.
[CUSTOMER][NEUTRAL] Do we, do you want to.
[AGENT][NEUTRAL] You know, I thought, I told her to get with her broker first and then I said, well, let me just call you while you might see something I don't see. Give me some, some, some, what would you like me to say to her, Ms?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] Uh, well, I mean if you if you want to send her over to me, um, I, I can tell her that it's just gotta go through the process and once everything's complete I can get with the underwriting team to see if they have an estimated date but um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're awesome. Thank you. All right. So, now, this is [PII], and I did verify the billing address, phone number and her email address.
[CUSTOMER][NEUTRAL] I'm, I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. OK.
[AGENT][POSITIVE] Mhm. I'm gonna join with y'all for just some, I hope I don't lose you, one of you. I joined and then I leave the call, right? Cause I'm, I just wanna let her know that, OK. Here we go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I may just say on silent.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Ms. [PII], OK, I have [PII] on the phone with our broker resources department, and she's going to try to assist you from here, OK.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] I'm here, yes.
[AGENT][NEUTRAL] OK, thank you. And this is Ms. [PII]. She is our group contact.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Ms. [PII]
[CUSTOMER][NEUTRAL] Yep I'm here.