AccountId: 011433970860
ContactId: ef9b0e90-54dd-4a55-8dcd-2ccdb54c889d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355950 ms
Total Talk Time (AGENT): 114595 ms
Total Talk Time (CUSTOMER): 109596 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ef9b0e90-54dd-4a55-8dcd-2ccdb54c889d_20250129T17:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling in regards, I'm with USI, a, um, broker firm, um, and I'm calling in regards to a group that I have. I'm the account manager and we're having a huge issue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I came on board at the end of the year. The previous account manager left the company. I didn't receive a renewal. The group didn't receive a renewal. They were a 11 and uh they don't have a policy and that should have been renewed.
[AGENT][NEUTRAL] OK, um, let's.
[AGENT][NEUTRAL] Ms. [PII], let's get you taken care of. Um, do you have that group number handy?
[CUSTOMER][NEUTRAL] Yes, I do. Let me see, give me one quick second.
[CUSTOMER][NEUTRAL] 162-24
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] And the name of the group?
[CUSTOMER][NEUTRAL] Blue World
[AGENT][POSITIVE] Perfect and then can I have your email address, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect um.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Awesome thank you so much Ms. [PII]. I'm going to put you on a brief hold. I believe that I need to get you in touch with my broker's resources department, so I'm gonna put you on a quick hold and I'm gonna reach out to them, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Currently no agent staffed. Goodbye.
[AGENT][NEUTRAL] Hey Miss [PII], thank you so much for your patience so I don't have any current um anybody currently uh available in my broker resource department would it be possible for me to get a call back request put in for you with your um phone number for them?
[CUSTOMER][NEGATIVE] Yes, please, and I mean if there's a way to make this urgent because I tried calling the number and I'm not kidding, like I was on hold for 30 minutes and nothing.
[AGENT][POSITIVE] OK, I am definitely sorry about that. Typically there's at least somebody there, but I will mark it as urgent for you absolutely. um, what is a great callback number I can give them?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, someone could please give me a call back like.
[CUSTOMER][NEUTRAL] As soon as possible today because the thing is is that the the employees have been paying the the deductions have been made and they don't have a plan in place.
[AGENT][NEUTRAL] OK, um.
[AGENT][POSITIVE] Let's, let's, absolutely I'm gonna make sure that gets um.
[AGENT][NEUTRAL] [PII] is urgent and someone follows back up with you and I will follow up on it myself at the end towards the end of my day um before I go just to make sure that someone has followed up with you um.
[AGENT][NEUTRAL] It does look like.
[AGENT][NEUTRAL] It looks like somebody should be able to reach back out to you this evening from what I'm understanding um but it might not be for the next couple hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Is there anything I myself can do to help you, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's pretty much it. Um, it's kind of a very urgent, very big matter. um, but thank you, you've been very helpful.
[AGENT][POSITIVE] Yeah it's my pleasure. I will get this put in hopefully you hear back from someone tonight I will follow up um and if there's anything else we can do for you, please give us a call and we will do our best to take care of you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. Thank you so much.
[AGENT][POSITIVE] Yes, my pleasure.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye bye.